I contacted hotels.com VP of Customer Experience with the following: This is about the room I booked for my wife in Los Angeles, Hotel.com itinerary No XXXX1208XXX. The Howard Johnson property was a 2 star property and we were aware of this when we booked it for 3 nights. The front desk person Yang Kong was extremely nice, but the room had mold and was is disrepair & dirty. I would be happy to email you pictures if you have any question.
We did not anticipate the Ritz-Carlton, but did expect a mold free room that was clean and in good repair. This was not the case and she left after one night. My wife called your customer service, which I believe is in Manila, to discuss the condition of the room and they hung up on her. So I am contacting you. Hopefully you and your parent company will rectify what has been a very negative experience. A full refund is appropriate and requested. After additional responding to their online survey and waiting over a month for any response nothing has happened. Don't use hotels.com.
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