This company is absolutely awful, especially the DC location. We rented an apartment for the weekend, and it was non-stop issues, so much that we woke up at 3 am and just left. The keys were not ready on time, there is no representative on site, someone just randomly drops keys off to a leasing agent who works for the property and has no idea what’s going on. When we got to the unit, there were food stains on the bedroom furniture, the headboard was separated from the bed so this posed a risk to my 10-month old, there were tangled messes of cords, the coffee table leg was broken, the WiFi didn’t work, the tv remotes didn’t work, rugs were disgusting, we ordered a 2 queen bed and received 1 queen bed and 2 twins, linens were dirty, and most importantly the air conditioning was unreliable! It would either run constantly so you have to turn it off to get the place to stop from freezing, or it would just not turn on so the apartment was unbearably warm. Their “customer service” is a group of people who also have no idea what’s going on, I believe it’s a third party group. I called over and over trying to get help with the AC and NO ONE CAME! A random person came to drop off extra linens that we didn’t request and when I asked him he said maintenance won’t come because it’s the weekend.
I have been fighting with Hotels.com to get a refund but these people supposedly have to approve it - as if they care about customer satisfaction.
Please don’t be fooled, there is nothing luxurious