I am horrified about the experience I had at a hotel that Hotels.com offered or otherwise recommended. Checking in late after 9:00 pm, the reserved room (non-smoking) wasn't available. A smoking room was offered, and given the hour and the prepaid fee, i took the room. The air-conditioner in the room was broken: Control.knobs were missing and only refrigerated air on a cold night came through. Complaining to desk manager, I was told no other rooms were available and to call Hotels.com about refund. Hotels.com was unable to secure a refund, so I would be stuck with a room with no heat for the night. Adamant that this seemed not fair, and unhealthy, after further complaint the desk clerk "found" another room, but it would cost $25.02 more. With the lateness of hour and with no refund offered, I paid the additional money to have a room that would have heat.
I make use of hotels frequently. I hate the thought that a less experienced traveler would be taken advantage of as it seems this hotel took advantage of me at a moment of need.
I would like a response from Super 8 management about how the desk clerk handled this situation. Hotels.com provided compensation for their reserving a room that was not available, but Wyndham Super 8 forced $25.02 more out of me.