This is a complete bait and switch. I did not get the room I reserved. Instead, I was put in a handicap-accessible (felt more like a hospital than a 4 start hotel) "interior room" with zero natural light. I've only heard of interior rooms on a cruise ship, not a hotel.
When I checked in, the woman at the front desk apologized and told me that they had no other rooms that night, but I could move to the correct room the following night. The next day I was told that I could not move.
Both the property and hotels.com acknowledged that it was not the room I booked, but neither did anything to help me. From the hotel, "We know this isn't the room you reserved, but we are fully booked and it's all we. have." From Hotels.com, "We cannot get a hold of the property. There's nothing we can do but offer you small coupon for next time."
I checked to see if they were actually fully booked and they were still selling the room I purchased on Hotels.com. It's clear that they are using hotels.com to sell the absolute worst rooms to hotels.com customers - the ones that they cannot sell to their direct customers.
And then, they refuse to answer the phone when hotels.com tries to speak with them.
*for context, the photo of the room was taken at 11am, not in the middle of the night like it appears.