After driving 7 hrs enroute from Long Island, N.Y. back home to Canada, I got tired and made a res. at the nearest property for the night while driving. Upon entering the parking lot facing the front desk, I was already concerned re: the lack of cleanliness and safety. The entrance smelled from beer and alcohol being on the ground, clients were sitting on the curb drinking beer and smoking inside the parking lot. I went inside to ask if my car would be safe for the night. The young Indian or perhaps Pakistani girl at the small check-in desk had ZERO customer service skills. She took my cc and said that I had reserved a smoking room. If so, it was while I was driving and surely by accident. She was so rude and words were exchanged. I told her I want a refund as she and this motel were sub-standard. It also had outside corridors. As a 75 yr old woman traveling alone, I felt unsafe. I canceled before 6 p.m. that afternoon in person. She refused to refund my $! After calling Hotels.com three times to insist that they refund my money, the first two agents said it would depend on the motel's decision. Naturally, the rude motel girl said no which the agents conveyed to me. That was unacceptable! When I arrived back in Canada after continuing straight through, I called a Hotels.com supervisor. He graciously refunded my money immediately and apologized for my unpleasant motel experience. I would not sleep there, but from the short encounter near and in the lobby, it was nasty!