The reservation was pre-paid in full and confirmed a double room with a large bed and garden views. The booking included airport transfer.
On arrival at the airport, there was no transfer waiting for me. Things got worse though, much worse. On check-in I was told the hotel no longer deals with hotels.com because they haven’t been paid. I was told I could only stay one night. Instead of a double room with a large bed, it was a twin room with 2 single beds. Instead of a garden view, I was staring at a sheet of corrugated steel. The toilet didn’t flush, the cistern was constantly overflowing, the phone on the bedside table was not connected. The electrical connection to the hot water system was open and exposed and located directly above the shower head. It looked like if one accidentally sprayed water on it, one would be at risk of being electrocuted. Water and electricity = Not a good combination!
I was unable to contact hotels.com (Australian number only). I felt stranded. I had no alternative but to find another hotel for the remaining nights (Not through hotels.com). I did not see any other guests at this place. It appeared I was the only guest staying there. It was downright creepy.
Because customer service cannot be contacted from overseas through the app, I will never use hotels.com again. Deleted the app.