We prepaid for a room the day that friends were coming in from out of town. Got to the hotel at 2AM, had a confirmation number and the person at the front desk said that they did not have their room, did not help them find a new hotel room in the area and we found out later that they had an room open (vacancy) that they did not offer to this couple and their 2 small children.
They took the charges off of our credit card, and said that they would give us a free comp for our friends troubles. This was said in person. Now they are backing out of their committments.
We could not comment on the cleanliness, rooms or sleep quality - because the our "empty" room never had guests.
In summary - Bad customer service on the night of the reservation, and management going back on their word.More