Booked this room because Hotels.com claimed they were pet friendly. Tried verifying on their website but they had ZERO information on pet policy, so we just trusted Hotels.com. We were about two hours out from arrival when they called and asked if I was still coming. I said yes, but they said I never paid. I told them my card was declined for security reasons, but I updated the card information so they can run it again. They kept repeating in a thick Indian accent that was hard to understand that I didn't pay. I confirmed I was showing up and explained I do not know why Hotels.com didn't run the payment again, and that maybe that's a Hotels.com issue. It was like talking to a wall. We showed up and paid, but later were told they never charged us for pet fees, so I paid for that. The next day, I was told they only charged me once and not for the full stay for pet fees, and they also don't accept cats, but I had already stayed the night. They let the cat issue slide, thankfully. Separately, the towel rack in the bathroom was halfway out the wall and about to fall off the entire stay, but I told them it's not an emergency, so no need to come during our stay. Zero housekeeping the entire time, so our garbage piled up and no one came to pick up trash when we left it outside of our room because so much trash was piling up in the trash cans in the room. Bed and pillows were decent. Very spacious room, although strange shape/layout. Not a great experience, but not bad either.
