The hotel is old and badly needs updating. It was mainly clean, but the step-out mat for the shower had rust-colored stains. The bathroom fan is ridiculously loud, sounding like a jet engine.
But my primary complaint is the hotel’s indifference to the guest. I aware of the hotel’s condition from other reviews, yet I booked this hotel due to location and the free hot breakfast—I wanted those convenience factors since we were town for a school event. Despite the Hotels.com listing and the hotel website itself advertising the free breakfast, the hotel had discontinued that service. This was an apparent change in the 5ish days since I made my reservation, though the website still advertised a “free hot breakfast” after I checked in.
The clerks told me that they would check with a manager about my concern, but I heard nothing 48 hours after I checked out. It was only after going through Hotels.com that they offered to refund me, though only $5 which didn’t cover the additional expense.
My complaint is not about the money, which is an admittedly small amount. Rather, it’s about the hotel’s misleading ad/website and indifference to the guest.
This is the second time that I’ve booked a hotel on Hotels.com when it incorrectly advertised free breakfast. Lesson learned not to trust the listings, or even the hotel’s own website in this case.