I booked what was advertised as a hotel-standard studio, but when I arrived, I was told my room was not ready and was asked to wait outside in the cold for over an hour. Eventually, I was placed in a different building in a student accommodation tower, not the studio I booked. The room was dirty and smelled strongly of cigarettes, even though it was supposed to be non-smoking. There was no toilet paper or towels, forcing me to go to a shop just to use the bathroom, and I couldn’t shower because the shower was filthy. The carpet was stained, the bedding didn’t smell fresh, and only one of two lights worked. Throughout the night, there was constant noise, including music, whistling every 20 minutes, and strong wind due to poor insulation on the 21st floor. It was impossible to sleep, and at 4 a.m. I had no choice but to check out and drive home. I had booked this stay so I could study and rest before an exam, but instead, I left exhausted and stressed. Hotels.com has since resolved the issue professionally and issued a full refund, for which I am grateful. However, this property is completely unfit for paying guests and nothing like what was advertised.

I received a poor customer service from David.