We booked our reservations via Cheaptickets.com and requested non-smoking room. When we walked into the lobby the front desk clerk barely even acknowledged us. He proceeded to inform us that they had no rooms available, while the entire time being on the phone with some other company. About three minutes later he handed us a key and said "you are in room 107". Then proceeded to continue talking on the phone. My husband and I walked into the room and when we opened the door it was very obvious that the room was recently a smoking room. My asthma began to flare up instantaneously. We walked into the room and I had never seen such a disgusting hotel room in my life. The shower curtain was covered in pink mold, and the grout in the tub was filled with black mold. The room was absolutely disgusting.
I knew at that point there was no way we could stay there due to my allergies, so I proceeded to contacte Cheaptickets to receive a refund. The gentleman that I spoke with informed me that I would need to contact the hotel to receive a refund. I went to the lobby and spoke with the same man who handed us our room keys. I let him know that my allergies flared up the second we walked into the room, and that I would like another room. He told me they had no rooms but we would get a refund. I told him that Cheaptickets informed me that I would need to receive a refund from him. He told me that he has not billed Cheaptickets yet, and that we will not be billed. I asked to get that in writing and he told me he could not do that. I asked for his name and he would not give it to me.
I thanked him and told him I appreciate his willingness to refund us. He walked with me back to the room. I proceeded to ask him at least 5 times while we were loading our bags into the car that we were going to receive a full refund for the room, especially since we weren't staying there. Each time he said yes, and proceeded to say, and I quote "I have already received money from Cheaptickets, they paid for room. I just don't bill you. You no get charged". After his confirmation over and over, we proceeded to leave.
This morning I proceeded to check my checking account, and sure enough we were billed for the room through Cheaptickets. I proceeded to contact Cheaptickets via phone, and they informed me they would need to contact the hotel directly. While being on hold, they contacted the hotel. The hotel manager said be knew nothing of us being there and never mentioned anything about a refund. The person from Cheaptickets told me that I would have to contact the hotel directly to receive a refund. I then proceeded to contact the hotel manager and he told me that he never mentioned anything about a refund, and he was not going to refund by money.
I continued speaking to Cheaptickets and three other people there, and each one of them contacted to hotel manager as well. He proceeded to then remember us, and mention that he did put us in a non-smoking room, and he couldn't promise the room was not ever used as a smoking room.
I have never been so unsatisfied with a hotel and the service that they offered in my life. I want a refund from the hotel, but the hotel manager would not allow it. Cheaptickets has told me over and over again that the refund will have to come from the hotels.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.