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Original Comment My family and I booked a room on 7/10/21 at Americas Best Inn in Goodsville TN. We did not say at the hotel on 7/10/21 because the room was so disgusting that you could tell it was not cleaned.....COVID IS STILL OUT THERE PEOPLE!!!....We informed the front desk employee Monil Patel (hotel manager), and she walkie talkie a coworker to go see the room and they coworker agreed. Monil agreed to refund the money right away. The next day we follow up with hotels.com and wait over an hour to find out the hotel did not issue the refund. WE called the hotel back and they informed us that Hotels.com needs to send the them a refund request so the they can approve. We called hotels.com back, once again waited over an hour just to be told no the hotel does it on their end. With frustration of going back and forth, hotels.com said they would reach out to the hotel on their. We call the hotel again the next day and Monil states hotels.com never reached out to them. Called back to hotels.com 3 times the next day, was hung up after call 1, and spoke to a Manager named Alex who informed me that it takes 10 business days to email the hotel for a refund request. We waited until the next day and called the hotel back and Monil said hotels.com has not sent them anything. We followed up with her day after day and still nothing was submitted. So we decided to give it some time. I call this week, 7/20/21, and Monil stated the refund was submitted on 7/19/21. I called hotels.com to confirm this was done on their end and they stated the refund is showing and to give it 2 business days to be credited. I call back two business days (7/22/21) and tell hotels.com no refund has been credited back to my account. The rep said the refund was actually submitted on 7/11/21 actually and would be credited back today (7/23/21) but it has not. I call again today and hotels.com rep Burna states that the credit was denied. I asked for a manager or a supervisor and was denied one. I am so upset. We have been lied to, hung up on and promised this would be taken care of. We are low income family that was traveling on trip that we fundraised for our daughters dance competition so she can attend it just to get treated unfair. Hotel.com has been completely rude and is giving my the run around. All I want is what's fair and that is my money back.

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