I ordered a room for three people, and got a room with one bed for two people. Even though I emailed the hotel before arrival, they didn't answer, and when we arrived they offered an upgrade for 50 dollars a night extra. I don't know ift hotels.com made the mistake or the hotel, but the hotel chose not to correct it, and I was trapped when I arrived from Europe with two children jetlagged.
I asked for towels for three persons to the new room. Every day the cleaning removed it and every day I asked again. One day when the maid brought the towels to our room she knocked and opened the door at the same time. I was standing in my underwear
Friday and Saturday the hotel was full of drunk youngsters. In the elevator we were insulted by a very drunk guest and my children afterwards were unhappy and afraid to go to the pool. On the way in the elevator afterwards another guest told us that they had had a refund “because of all of this” being clearly uncomfortable. When we did go to the pool there were two couples drinking lots of tequila shots and making out. All around were young people drinking heavily. Not family friendly. Afterwards the hotel gave me a discount for that inconvenience.
I talked to the front desk manager about all of this checking who told me that they would look into it. However sending me the invoice they didn't even reply to my complaints, didn't comply to another email from me and I had to call from Europe afterwards - even though it didn't change anything