"This was one of the most disappointing hotel experiences I’ve had. We booked this property through Hotels.com because it had a 9/10 rating and appeared to be a decent place to stay. We specifically reserved a room with two queen beds, but when we arrived we were told none were available and were instead given a room with one queen bed and a fold-out couch.
Unfortunately, the condition of the room was unacceptable. There were crumbs scattered across the floor and even in the bed sheets. We also found a roach in the bathtub, and there was a dirty sock left inside the fold-out couch. The overall cleanliness of the room made it clear that it had not been properly cleaned before our arrival.
When we raised the issue with the front desk, we were told that no refunds were allowed. With no other options available at that point in the evening, we had no choice but to stay the night.
Based on our experience, the condition of the hotel and the level of service did not come close to matching the rating advertised online. I hope management addresses these cleanliness and customer service issues so future guests do not have the same experience."
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