We arrived at Country Inn & Suites after a full day of driving, tired and eager to check in so we could rest. Upon arrival, we were told there was a "little problem" -- their elevator had gone out that day, and our room was on the third floor. Things happen that are out of their control, and we are reasonable people, but we were put off by the way the situation was handled. They were full, so it wasn't possible to move us to the first floor. But they also wouldn't do anything to offset the inconvenience (no discounts, credits, etc). The front desk staff were kind and they told us they were just relaying the stance of hotel management. So rather than schlep luggage for three people up two flights of stairs, we opted to cancel through Hotels.com and get a refund. We're grateful for the agent chat option on the Hotels.com app that helped us resolve our issue and get our refund. This may be a fine hotel and I hope others have good experiences with it, but this experience takes Country Inn & Suites off the table for us going forward.