The hotel itself was excellent, and I would happily give it five stars for the property, cleanliness, and overall stay. However, the staff were extremely unhelpful. When I arrived, I discovered I had accidentally booked for the following week. The hotel had availability for that night, but instead of helping resolve the issue or offering any practical assistance, I was simply told to contact Hotels.com. As a result, I had to pay for an additional night. I submitted a review reflecting this experience, giving top marks for the hotel and one star for the staff, but Hotels.com refused to publish it despite it being factual, polite, and free of any inappropriate language. Based on my experience, both the staff response and the handling of customer reviews have been disappointing as I have given a true account. If this gets rejected, I will then place all screenshots and info on all the testimonial websites associated with hotels.com I am with them for around 15 years and am a gold member for transparency.