I had difficulty sleeping at night because the hotel is located right on a big street where several bus routes are run. In addition, the staff was very unresponsive. Due to family emergency I had to check out early. To request partial refund of my payment I sent an email twice and even left a message at the hotel website. However, I have not heard from them at all. I am angry not because I did not get refund, but because they did not reply. FYI, be sure to understand Hotels.com refund policy. Once you made payment, it is impossible to get refund even though you have a valid reason as in my case. I would not use Hotel.com again.