The room was not cleaned from the previous guests. There were used towels on the bathroom floor, garbage in all cans, the soaps were used, and the beds were a mess. Called to talk to the front desk and their initial resolution was to send up some towels and toilet paper while being adamant that the room was cleaned. After showing pictures and arguing with the supervisor, they finally offered another room. During this time I chatted Hotels.com customer service, they were no help either, and said the hotel was taking care of it (with the offer of staying in the room and getting new towels.)