I checked into my room and set my keys, phone, and wallet on the desk. I turned to place my suitcase on the bed and immediately saw a roach. When I went back to grab my phone, another roach scurried out from underneath it. I picked up my belongings right away, left the room, and informed the manager that I could not stay and explained why. I also requested a refund.
The manager was very polite and understanding. He explained that because I booked through Hotels.com, I would need to contact them directly for the refund. I reached out to Hotels.com, and while they were helpful in trying to resolve the issue, they ultimately told me that after multiple attempts to contact the hotel, they were unable to secure a refund for me.
As a result, I had to book another hotel through Hotels.com for a room a short distance away for the same night.
I do want to add that I feel bad for the hotel owner. It appears to be a family-run operation, and the room itself was prepared nicely. However, there is clearly a roach problem that needs to be addressed with their extermination service.
Overall, I am very disappointed that Hotels.com was unable to support me in this situation, especially considering I ended up booking two rooms through them for the same night.