I am still angry while I am writing this comment.
We booked the hotel on 7/5 and plan to stay on 7/7 and we got a message on 7/6 saying the elevator is broken(the room is at 4F) and they will not clean the room (nor chaning towel). Unfortunately I saw this message on 7/7 while we were on the way to hotel (I was on travelling!) This shoudl have been highlighted in Hotels.com's hotel informaiton when we booked!
The reception helped us carry the luggage but my husband still have to carriy the biggest one, up to 4F (we have to walked actually 5 floors in total). And we have to do it for the rest 2 days. The reception asked me whether this is a problem to me? Yes, of course! And she said that she will try to talk to manager to compensate us. When I asked her how they would compensate us? She said she may get the answer tomorrow. And then we got no response at all for the next day...... no response so far.
We loved the room, even they did not provide cleaing service, it was still a lovely room If there is no elevator issue, we would send the best comments for the room. No response for compensation (even a message saying sorry we could not give you anything...) made me feeling really bad.
I was not sure but I felt the elevator was not broken suddenly as I saw a sticker on the elevator asking "when will the elevator work?" and the sticker looked old.
This is not a honestest hotel, should not be recommened in Hotels.com,