The disappointment began when we arrived at the hotel at 11pm Friday night. I had booked 2 rooms/2 nights via Hotels.com, printed the confirmation and brought it along as always. We were told there was only 1 room booked for us and the confirmation from Hotels.com meant nothing because is was a third party. We were told we should have called the hotel directly as well to make sure it was correct. They had zero concern for the error and made zero effort to help us. We had to ASK if there were any other rooms and were told one room only available that night and none for Saturday night. The room avail was a King room and was more. They would not discount it to the price of the rooms quoted. They would not write our names down in case a room became available- they said we just had to keep asking. We did, and luckily another King (more $) became available. I understand the '3rd' party aspect, but if you are going to allow those 3rd parties access to book, it becomes 50% your responsibility to your customer.
The stay really never got better. The bed was a single mattress, no box spring, hard as a rock. Pool was closed due to a busted water line, the breakfast was less than mediocre.
The stay closed with an evacuation after an outside trash can caught fire and started the building on fire at 3am. No efforts made by the hotel for the inconvenience. (Not that is was there fault, but it just lines with everything else showing me that they are not customer service oriented).