9.6/10 Exceptional! (1,587 reviews)
We booked a suite that had a kitchen that we needed for dietary reasons. When we arrived the air conditioner would not turn off. The temperature was 50 degrees. We called the manager who couldn't turn it off. He then offered us another room at a much lower level without a kitchen. When we asked if we could get a refund for the difference, he said no because we had booked with Hotels.com. This seemed like a classic bait and switch as there were a number of complaints about the air conditioner in that room.
We asked that they call the repairman. The manager said that the repairman did not work on weekends. So causing customers to freeze for 2 days was not enough to bring in a repairman.
Because of the dietary needs, we stayed in the suite and wore heavy sweaters the whole time we were there at the beginning of August! The manager borught a space heater, but it blew the electricity and we couldn't use it.
When we checked out we complained and the man behind the desk screamed at us for disparaging the manager. A bellhop that heard this conversation apologized and said that this is not the first time that this happened, both the air conditioner and the yelling at customers.
In addition, there are many cars playing loud music outside the hotel that made it difficult to sleep despite us being on a high floor.
It was the worst hotel experience we've had over the 100s of hotels we've been at. We received $50 refund for each night, but no apology.
Reviewed on Sep 29, 2026
