I booked this hotel room because the photos on line were very nice. However, the rooms look nothing like the pictures. I don't normally write poor reviews, however, I felt I was a victim to bait and switch. In the room I was originally given, the bed looked old and worn out. The rooms had only 2 small pillows on the bed which also looked worn out. The television did not work, and when I went to call the front desk, I found that the in-room phone was not even connected. I had to go down to speak the the staff. There were not even complimentary water bottles, no wash cloths provided, only one hand towel and 2 small bath towels. When I expressed my desire to cancel the second night, I was told I had to call the booking agent. I contacted the booking agent who then told me that the hotel would not provide a refund for the second night. As a consumer, if I am not happy with a product, I return it. Why is the same not true for a hotel. I understand that if I wanted to cancel just because my plans change, that is on me, but when a customer is totally unsatisfied, disappointed, unhappy and angry about the room situation, it should be refunded. I will NEVER book a smaller name hotel again. The flight crews stay at the Holiday Inn, that should be a clue to the rest of us.
