Arrived on a Sunday night. Clerk said they have only one room left. It does not have a working TV and the AC is out. No other rooms available. He said that I had not yet been charged for the room and it would be canceled. That left me high and dry to find another hotel.
Later I found out that Hotels.con had indeed charged me for the room. I contacted their bot and told them of the situation. They said that I had checked in, which I had not. The reply was that I should contact the property directly and work it out with them!
I am a USA citizen and the hotel is in Mexico! They expect me to communicate in Spanish with a clerk who is now 500+ miles away. The clerk that I dealt with when first informed that the room was faulty wasn't much over 19 and fairly unenthused about helping me, except to say that I would not be charged for the room. BS!
Too bad that I wasn't told that the room had failures prior to my arrival. Too bad Hotels.con wouldn't do more to support me. (Been a client for over 10 years.)