When we arrived, the front of the motel was in horrible condition, with what looked like black dirt or mold all over the front of the building. We dismissed this and I went and checked in. I had to phone the owner who told me my key was in a lock box next to me, that was unlocked (so did not need a key to use it). I then took the key, and we headed up to the room. Walking down the side of the building and up the stairs we noticed cigarette buts that have been left around and laying in murky water in the cigarette trays. There was also a horrible smell that I could only describe as a mixture of sewage and cigarettes.

When we entered the room, we were astonished to find that it did not look anything like what was in the Hotel.com listing. It was extremely small, and the couch leather was ripped and frayed. Upon later inspection after getting our stuff upstairs, I noticed that there was this red/brown mold all over the curtains in the loungeroom and in one of the bedrooms. There were cracks everywhere as well. After trying to settle in and trying to get used to the smell, I noticed in the bathroom there was mold all over the tiles as well. Due to knowing that there was no one downstairs in reception and fear of being kicked out or having stuff taken out of our room I did not complain.

We went out for dinner and when we came back my parents had a shower. After they showered, I went into the bathroom and noticed how much condensation there was. This was because the extraction fan barely worked. It was all over the ceiling and dripping all over the floor everywhere. When I looked into the bath, I noticed that there was a droplet puddle of brown water, and upon further inspection I realized that it was coming out of the fam/light that was right above the shower. I advised my parents of this and decided that no one was to have another shower out of fear it could cause a fire. Due to having a very early flight, we still did not complain because we knew we would be out of there quite early and at this point was getting quite late. When going to bed I noticed that the pillows were very lumpy, a sign that they had been used for a while and have gone bad and not been replaced.

Upon leaving and feeling gross from staying there, I contacted Hotels.com who asked me to send through the pictures I have (that I have also attached to this email) and that they would get in touch with the hotel owner about a potential refund. I later received an email from Hotels.com stating that the owner of the property has refused a refund, even though I gave evidence of how disgusting the apartment was.

I have photos but due to the size of them i cannot upload them to this complaint