**Disappointing experience and unfulfilled promise**
We originally booked Bryce Valley Lodging but were relocated to Bryce UpTop Lodge due to a maintenance issue.
Unfortunately, the replacement accommodation was not of the same standard as what we had originally booked, and the Wi-Fi was not working.
We were promised a discount as compensation for the inconvenience, and this was confirmed in writing. However, despite following up four times, we never received the promised adjustment or even a response.
We eventually contacted Hotels.com customer service, who reviewed our correspondence and confirmed that the property had promised compensation. Unfortunately, they were also unable to obtain a response from the property.
We understand that maintenance issues can happen, but what disappointed us most was the lack of communication and the failure to honor a written commitment.
Overall, a very disappointing experience, particularly in terms of customer service and professionalism.