Earlier this month, I made a one night reservation through Hotels.com for a NS King Studio Suite with sofa bed and * pet allowed for ********* at the Baymont by Wyndham in Decatur, AL, checking out on ********* (reservation * *************). The online photos looked great. **After a very long day of travel, we arrived at the hotel. It was filthy. The grounds, the lobby, the hallway, and our room -- filthy and very rundown -- not at all like the photos. The room positively reeked of bleach and it was causing us to feel nauseous, but the air conditioning didn't work and the window wouldn't stay open to try to air it out. The carpeting had stains of unknown origin, and the whole place was just entirely unsatisfactory. We could NOT have stayed there overnight, and I wouldn't have even let the dog sleep on that disgusting carpeting. We left after less than ** minutes of trying to find another hotel that accepts pets and told the front desk that we would not be staying. I had paid the pet deposit upon arrival, and did not get that money back. We were just in a hurry to get out of there and find somewhere else to stay. **We went less than * minutes down the road to the Best Western River City, which had a deluxe NS King Suite w Pet for less than $***.**. I wept with joy for how clean and new and nice it was, and mind you, I didn't have to pay over $*** for it, even at the last minute! I got started trying to contact Hotels.com immediately after we unloaded the car and got settled. I spent over an hour and a half trying to call the phone numbers and chat, and only got the repeated message that you were experiencing first a high volume of calls and then technical difficulties, and there were exceptionally long wait times. All of this was due to cancellations in conjunction with the COVID-** virus outbreak. Since then, I have tried almost daily to contact Hotels.com about this issue, and have yet to be able to get through on the phones. **I understand that Hotels.com has several different levels of reservations and that this one was booked as non-refundable, thus getting me a better price. I'll NEVER make that mistake again. I paid $**.** for that filthy Baymont room, and while I understand the policy, I feel that I was hugely mislead on this property's condition. **I would like a full refund of the $**.** that I paid Hotels.com to be made to my credit card used to make the reservation . I will take up the matter of the pet deposit that I paid directly with the hotel. **My contact information is as follows:*cell phone: ***-***-*****email: *****@***.com*address: **** Chariot Dr., Fenton, MO *******I am deeply disappointed and will not use Hotels.com again. I used the service to try to get a good price, but in the future will only book directly with reputable hotel chains with which I am familiar and that I know stand by their product. This was a horrible experience. **Julie Bonebrake
GetHuman4512479 did not yet indicate what Hotels.com should do to make this right.