While we understand most hotels have strict cancellation policies, no policy should be placed above a guest's safety. Upon checking in on 5/13/26, my colleague and I entered our rooms and found broken deadbolts, door frames, electrical sockets, and flooring. While we did enter our rooms, we did not use them in any way, shape, or form. We immediately exited our rooms and the property upon discovering the unsafe conditions. The reservation was booked via Hotels.com. Twice, their support team reached out to the property in an effort to get resolution. Each time, the hotel refused to provide any refund. It is hard to understand how the Hotels.com platform allows a property in this condition to list rooms. It put's the safety of platform users at risk.
While we understand most hotels have strict cancellation policies, no policy should be placed above a guest's safety. Upon checking in on 5/13/26, my colleague and I entered our rooms and found broken deadbolts, door frames, electrical sockets, and flooring. While we did enter our rooms, we did not use them in any way, shape, or form. We immediately exited our rooms and the property upon discovering the unsafe conditions. The reservation was booked via Hotels.com. Twice, their support team reached out to the property in an effort to get resolution. Each time, the hotel refused to provide any refund. It is hard to understand how the Hotels.com platform allows a property in this condition to list rooms. It put's the safety of platform users at risk.