First, when I called the hotel a few days in advance to verify the check-in time, they informed me that there was no reservation (the entire reservation was prepaid). It took the intervention of the research institute I was visiting to sort that out. Then, when we arrived, the accommodations were not what we expected or what was advertised. We had booked a so-called “Penthouse suite”, advertised as a two-bedroom suite with a kitchenette. It actually turned out to be 3 bedrooms around a common area, with the expectation that the other bedrooms could be occupied by other guests. The ``kitchenette” consisted of a room with a counter along two walls, a cold-water only sink, empty cupboards and a refrigerator. There were no utensils, plates, microwave, or hot-plate, nothing to make it useable as a kitchenette. Although our bedroom was fine, the common area was filthy – empty glasses on the floor beside a couch, sticky food stains on the main table and on the floor, trash on the floor – that part of the suite had not been cleaned in some time. The other two bedrooms had not been made up, and were a mess. We informed the manager that we would stay that night, but would check out the next morning and move to another hotel. It then took numerous calls to Travelocity plus another intervention by the research institute to get the manager to authorize a refund of the remaining nights.
