When I entered the room the AC was running and set to 60 but it was sweltering hot. There was a used washcloth and bar of soap next to the sink in the bathroom, so I assumed that maybe someone had just been in the room and just turned on the AC. I was willing to overlook the dirty conditions and used cloths in the bathroom, but after 3 hours of blasting the AC and no change in temperature, I realized it was broken and I needed to change rooms.
However, when I went to the front desk the manager Chelsea said they were booked solid that evening and practically sneered at me that I had been in the room ‘all day’ and just now said something. She said she couldn’t offer me a refund or a new room but she would give me a fan. I called Hotels.com customer support for help but they were unable to refund the stay so I was forced to accept the fan.
My room was on the 3rd floor and even with the window open (next to a noisy highway) and a large box fan running it extremely hot all night. It was cooler outside, in July. I ended up not returning to the property the next night and instead cut my trip short.
I was very willing to overlook the condition of the room, and the lack of trash cans, and even the broken AC wouldn’t lead me to leave a bad review if there had been any effort. The person at the desk was THE MANAGER, they certainly had the power to offer me some kind of help, move me to a partner hotel, etc. I was patient, Chelsea was unapologetic.