Experience was horrible. The hotel room door was broked, and couldn’t go in. Wen’t to the front desk said there was nothing they can do to open, very rude. Then, a guy from their maintenance came, finally opened the room after An hour. I got in, and there was a personal bag in the living room, used soap and toilette. Front desk guy did not care about what was happening. He said we could cancel our hotel from hotels.com, they wouldn’t offer anything, it was 8:30 at night. He was very rude, and laughing, I just couldn’t believe it. Then, I called front desk which is 24/7 and did not respond for like an hour.m, I decided to walk over there at 10 pm bc needed assistance for the fireplace gas. It wouldn’t work and smell like gas. Nobody helped. Also. I was charged four times for incidentals for no reason, very un profesional. Next, morning at check out I spoke to the manager, he apologize And told he would provide a refund for this horrible experience, but he did not do anything about it. I cannot believe that I booked this hotel through Hotels.com. It was horrible!!!!!!!!!!!! I was never refunded.