Dear Hotels.com Customer Support,
I am writing to file a formal complaint regarding my recent hotel reservation made through Hotels.com and to request a full refund due to the extremely disappointing conditions we experienced during our stay.
I was traveling with my young children, and after a long journey, we chose this hotel expecting a safe, clean, and comfortable place where our family could rest.
Unfortunately, our experience was completely unacceptable. There was excessive noise throughout the night, which prevented my family and me from getting the rest we needed. My children were unable to sleep properly, and finding a cockroach in the bathroom caused additional fear and discomfort.
To make matters worse, we have now discovered a stain on the floor that appears to be feces, raising further concerns about the cleanliness and hygiene of the room. The towels also had a very unusual and unpleasant smell, and the lunch provided was unsatisfactory.
I have photos and video evidence documenting the cockroach and can provide additional evidence of the cleanliness issues upon request.
As a parent, I am extremely disappointed that a hotel where we expected to find a clean and safe environment for our children has caused us so much discomfort and concern. We paid for accommodation where we could rest after a long trip, but instead, we experienced excessive noise and multiple issues that raised serious concerns about the property's cleanliness.