We are extremely disappointed in the use of hotels.com. We came to the hotel, which was not as described, not safe, fire alarms went off, and police were called to area over the course of the night. Several people experiencing homelessness were being housed there, cars had all flat tires in lot, and folks hanging around for no apparent reason. Front desk reluctantly appeared after we waited, verbally called for service, and asked a person staying there how to get a key. She told us you will have to call the corporate number to get them to come up and help you. We called, they called the desk clerk, and he appeared from 6’ away instantly. He was within earshot. We canceled the second night with the hotel and they agreed to refund us. However we were told we had to go through hotels.com to get reimbursement for the 1night. There is no one to contact regarding this issue and no recourse. The cancellation policy says we had to cancel by 6pm the first night of the stay. We did not arrive or see the site until 930pm that night. THANK GOD it was only for 2 nights. We do not plan to use this site again unless we are reimbursed for the missed night and plan to tell friends never to book thru hotels.com.