the stairs to go up to the lobby smell soooo bad, not inviting. the person at the lobby was nice, gave us our key and explained well how to get to the room. as we entered, there was a smell in the room, the sheets were dirty (multiple hairs, different color spots on the bed sheets), the sofa and chair looked overused - there were marks on the walls. 5 min later we went back to the lobby to check-out, the person at the lobby was not surprised. We asked for a reimbursement at this point - he asked us to go through Hotels.com, which we did, to no avail unfortunately. The hotel decided to uphold the original cancellation policy and have declined the waiver request. I think Hotels.com need to compensate and promptly unlist that hotel.