Where to start. I will be honest, we booked this due to the discounted rate, which should not change the standard nor service.
We checked in and got what i can only assume to be the staff or backup room on the ground floor. Thats fine for us but as soon as we closed the door we heard gnawing at the door. Turned out that there were insects devouring the inside of the door. We had 4 nights booked so this was not a short stay. Upon notifying the receptionist, and after she acknowledged the infestation, we requested a different room. Had they taken responsibility and changed us to ANY room, this review would have been very different. But no. After much discussion and arguing with the manager Anne over the phone, they hand the guts to say that the only available room was a family room and to insist that we should pay another 5$ (30% surcharge) to have something habitable. After refusing to pay extra their best "solution" was to threaten to kick us out and be so kind as to offer a refund after deceiving us with the booking description. Heed my warning as this is a pattern now. If there is a discount on hotels.com, you get the backup room and the best resolution is a kind offer to put you on the street and "refund" the booking. I.e. blackmail. Yes, eventually we got what i can only assume to be the secondary reserve room. Dirty floor, needed fresh towels, new linen, no houskeeping for a 4 night stay and wrong remotes for the "not-flat screen". The bed was comfortable enough.