We had a terrible experience. We paid for a more expensive room so we could have a balcony, but we got a room without one. The supervisor refused to refund us for the difference and offered a complimentary breakfast instead, or to cancel our booking (suggesting we look for a different hotel). Only after a long and heated debate, he agreed to refund the room price difference. No compensation was offered for not fulfilling our reservation, and the supervisor claimed it's Hotels.com fault for selling a room that is not available.
The room we got was very basic and not well-maintained or decorated.
Very cheap furniture, a stained carpet, a nearly empty soap/shampoo dispensers (which weren't topped up during our stay), no bedside table or additional chair, and to top it all off, the room wasn't properly cleaned.
The room itself faced an inner yard, and below our window was a table and chairs where staff would chat and smoke very late at night. That made us wake up several times at night to the sounds of talking and the smell of cigarette smoke. We repeatedly asked those night shift people to keep it down, and had to shut our window, to reduce the noise and smell.
We complained twice at reception, and after two sleepless nights, it stopped.
Housekeeping was subpar; the housekeeper wouldn't clean the room before 1 pm, and even then, cups were never washed, there was no supply of toilet paper or coffee, and the floor remained dirty. They only arranged the bed and emptied the bin.
