We booked our post-wedding honeymoon here via Hotels.com. We got engaged here last year (a 5-star trip). This stay however was a catastrophe that brought my new wife to tears.
The product Hotels.com sold was defective. The "King Room" was in disrepair. The shower was broken (no temp control). A light was out, and the mini-fridge was non-functional for 3 days.
The hotel service was non-existent. The restaurant was insulting. We were seated in a pitch-dark booth (no light) and completely abandoned. After 20 minutes of being ignored, we were forced to walk out.
Hotel management was hostile and absent. After asking for a manager since Day 2, we were forced to wait 1.5 hours on Day 3 for an Asst. Manager who did nothing and never followed up.
The hotel also practices deceptive billing. We had to argue to get fraudulent charges removed (valet overcharge, surprise $25/night fee).
Separately, we paid $480 cash for a spa experience that was a total ripoff—broken facilities, no service, and a mandatory $80 tip.
A "no refund" policy is for when a customer cancels. It is NOT a license for Hotels.com to sell a defective product. We have filed complaints with Marriott Corporate and have 1-star reviews on all travel sites. We are heartbroken. We expect a full refund.