I stayed at this hotel on August 3–4 after my flight in Denver was canceled. Because more than 30 flights were canceled that day, there were very few hotel options available through Booking.com, so I booked this property.
When I arrived, there was a small sign at the front desk apologizing for carpet replacement, but it did not explain where the work was taking place or how extensive it was. After checking in and going to my room on the 4th floor, I was shocked to find that the hallway had no carpet at all, with exposed flooring and numerous dead ants scattered throughout the hallway. After an exhausting day at the airport dealing with flight delays and eventually a cancellation, this was the last thing I expected.
Unfortunately, the room itself was also not clean and did not meet basic hygiene standards. The carpet inside the room was extremely dirty, as clearly shown in the photos I took. Between the condition of the hallway, the dirty room, and the unhygienic carpet, I did not feel comfortable staying there.
I returned to the front desk and asked to change rooms. The receptionist simply repeated that there was a sign explaining they were changing the carpets. When I asked whether every floor was in the same condition, he said that the 1st and 2nd floors had already been renovated, but there were no available rooms there.
I explained that my concern was not only the missing carpet but also the cleanliness of the room. Walking through the hallway without carpet was uncomfortable, especially since my checked luggage had not arrived and I didn't even have flip-flops or suitable footwear. I asked to cancel my reservation because I did not feel comfortable staying there.
The receptionist asked, "Do you want to cancel?" I replied, "Yes." He showed me something on his screen indicating the room was canceled, but then said he could not guarantee I would receive a refund. I told him I would discuss the refund with Booking.com, but I wanted written confirmation that the reservation had been canceled. He repeatedly said I would receive an email. When I refused to leave until I had confirmation, he claimed there was no email address on file, even though I had booked through Booking.com. Only after I insisted did he send me an email.
After leaving the hotel and trying to find another place to stay, I discovered that the email he had sent was not a cancellation confirmation—it was actually a confirmation of my stay. Even worse, the reservation had not been canceled at all. The staff member, who refused to provide his name, had misled me, leaving me to deal with the situation while trying to find another hotel late at night.
I reported everything to Booking.com and submitted photos and videos documenting the condition of the hotel, including the hallway, the dirty room, and the carpet. Despite this evidence, the hotel still charged my account.
My biggest disappointment was not only the poor condition of the property but also the way I was treated by the front desk employee. I felt misled, dismissed, and treated disrespectfully in front of other guests. Refusing to identify himself, falsely leading me to believe my reservation had been canceled, and then allowing the charge to go through is completely unacceptable.
I will continue to pursue this matter until I receive the refund I believe I am entitled to. I should not have to pay for a room that was in unacceptable condition and for a reservation that I explicitly asked to cancel before staying.
My advice to future travelers is not to rely solely on the photos shown online, as they did not reflect the actual condition of the hotel during my visit. I hope management takes these concerns seriously, improves both the property's condition and cleanliness, and ensures that guests are treated honestly and respectfully.
