The receptionist assigned me a room that was dirty, so I returned to her and informed her. She promptly gave me another room, but it was infested with roaches. Undeterred, I went back to her, and she offered me another room in a different floor. However, the bathroom door was falling apart. Frustrated, I sought help from the receptionist again. She informed me that to receive a refund from Hotels.com, I had to contact Hotels.com directly. They informed me that the hotel refused to issue a refund.