First time I've ever tried to get a refund for a hotel room, and they wouldn't give it. Room was dirty, smelled like wet dog. Lobby carpets were dirty. Hot tub apparently broken for 2 or 3 years. Beds, although listed as Queen, were smaller. Mostly though, management of this individual hotel were so used to getting complaints, so they knew ahead of time that they wouldn't be refunding our stay, because it's just par for their course.