I booked a non-smoking room, but upon check-in, the room I was given had a strong odor of cigarettes and weed. The smell was overwhelming not only in the room but also throughout the hallway and the entire hotel, making it difficult to breathe. I asked to change rooms, but the hotel said they couldn’t provide a non-smoking room. They offered to cancel my reservation, but since I booked through a third party (Hotels.com), they claimed they couldn’t process the cancellation.
As a result, I chose not to stay at the hotel at all. Hotels.com clearly stated that the room was non-smoking, but such a room did not actually exist. I’ve been a long-time user of Hotels.com, but after this experience, I’m not sure I can continue using the service.