When we checked in , the reception said "she did not have our booking information". The room were full of book, no room for us. Asked me to call my agent about here is no room for us. I said "I don't have agent, I used Hotels.com. I got an confirmation mail from Hotels.com. I already paid.She said"The money is not give to us, it's pay for Hotels.com , so we do not have your money." She did not want to solve the problem on that time. Just told us to go , go fine another hotel.
She spoke with her manager by phone. She did not even let us speak to her manager. She checked mail again and found out she had our information from Hotels.com , but she said that is not booking confirmation.
Later on she gave us 2 choice. First was 1 double bed room on 1 floor, Second was give us two 1 double bed rooms on 2 floor. We choose second one.When we just got into the room she knocked the door and said she had another family room for us . We followed her there. The family room no. 115 was awful , in order to not sleep separately . We choose the family room.
The family room looks like some people was taking a turn to stay here, not for guest. Unwashed glasses in the sink. Pile of dishes on the kitchen counter. Unfinished noodles on the cooker. Unfinished shampoo and shower gel in bathroom. Lighter and cigarette's ash on the desk. Broken cupboard and cabinet. Some foods in the fridge and kitchen.
Hotels.com just said they have sent my complaint to the hotel. That's it.