I’ve never written a review, but it was that bad. I accidentally booked a smoking room on the app, I didn’t even know a smoking room was a thing but apparently it is. We tried to change it for non smoking at check in but were told this is all that’s available so took it, because also told we could not cancel to go somewhere else because it was past check in time. Went to room and it was completely filthy and grimy. Went to hang clothes up so that it wouldn’t have to be on the floor and there was nothing in the entire room to hang anything on, not even a towel hook, it was removed. Asked for maintenance to have it fixed so clothing wouldn’t be on gross floor and no maintenance person. Then noticed it was getting cold in room and tried to turn down thermostat for ac, and it didn’t work at all. Ac is stuck ON in room 24/7. Cannot be turned off. It was freezing so again asked manager for help, and manager is the owner. He didn’t care and said can’t help. Called hotels.com and they called and asked manager if he would refund the room so we could move hotels, he said no he won’t. Hotels.com did nothing else, they said they would give us a 10%credit for our trouble but that has yet to happen.