"We booked this hotel last minute after our 10 PM flight was canceled and we had no way to rebook that night. I called for the hotels shuttle service to pick us up. After waiting over an hour at the airport, we decided to take a taxi.
Upon arrival, the lobby had an overwhelming fragrance. Despite three staff members being at the desk, we were directed to check in using a virtual kiosk with a remote agent. Between poor audio and loud music from the connected bar/lounge, it was difficult to understand the agent.
When we got to the room, my daughter pulled back the covers and immediately noticed black specks and what appeared to be dead bugs in the bed. There was also visible dirt and sand on the sheets and blanket. The floor had noticeable dust and dirt in several spots as well.
Because of the condition of the bed and overall cleanliness concerns, we chose not to stay and returned to the airport to wait overnight.
When I requested a refund, staff declined because we had been in the room for about an hour. This was only because we knew we'd be up all night and needed to charge our phones. Rather than argue while already exhausted from travel delays, I chose to leave and dispute the charge through my credit card."