Our family paid $2,437.64 for two rooms through Hotels.com, and this was one of the WORST hotel experiences we have ever had.
Before arrival, I asked the hotel either to approve cancellation or provide current photos confirming the rooms matched the online listings. They refused both and assured me the descriptions were accurate. They were not.
The “Junior Suite” was not a suite in any meaningful sense—just a bedroom, small bathroom, and terrace. It lacked the advertised living area, sofa, shower/tub combo, and amenities. Our children’s room was in a separate building area far from ours, which was completely impractical for a family.
I also have a serious back condition, yet our room required climbing about 50 stairs with no elevator access. NEVER disclosed.
Worst of all, our room had water leaking from the air-conditioning unit with visible black and pink mold beneath it. I am highly allergic to mold. We immediately reported it and asked for another room or proper cleaning. The hotel claimed it was fully booked, and despite my specific request that the mold be cleaned while we were at dinner, nothing was done.
We had to sleep with the sliding door open for air, with no screens, and I woke up with mosquito bites on my face.
The next morning, we left and requested a refund for the remaining nights. Despite misleading room descriptions, accessibility issues, mold, water damage, and failure to remediate, the hotel refused any refund or compensation.
AVOID AT ALL COSTS!