I originally booked a king bed room and received a room with two queen beds upon check in. When I brought this up to the front desk, I was very polite and said I did not mind the two queen beds, but since those rooms are cheaper I would just like the difference to be returned to my card. I was not given that option and instead was moved to a room with a king bed. However, I would not be able to move rooms until the next day at 3pm instead of right away, giving me less than 24 hours in that new room. The second room was out of tissues, some staining on the bathroom wall, and the shelf in the shower had screws falling out and missing. Both mine and my partners cards were charged for different amounts for unknown reasons. When I brought this up to the staff, they originally told me they could not do anything since I booked on the hotels.com app (I’ve never had this issue with any other hotel booked with this app), and then told me that it would be refunded (it has not). It’s been 4 days since I brought this issue to attention and have had little to no response and still have a large and unknown charge to my card, also with little sense of urgency. It has been very difficult and upsetting trying to get this resolved, and overall I did not have a good experience despite me being very understanding and patient.