Hotel was beautiful, immaculate, & clean. Room was very nice, clean, quiet, and nice amenities. Microwave was available by the ice machine. However, our I’ve machine on Floor 18 was not in service, and I had to keep going down to Floor 16, to get ice. Housekeeping came so late, at 4:35 pm, without notice, after our Family was just trying to settle back in our room, to eat a late lunch (after Volleyball Tournament play), so we had to grab all the hot food, and go downstairs to the lobby, so housekeeping could clean the room. The main glitch was the communication between Hotels.com & the Renaissance Hotel. Our Volleyball Club had a change in Tournament location earlier in the week, 10 minutes after I made the reservation. I called the hotel immediately, to try to cancel, but the hotel said that the cancellation had to be initiated by Hotels.com, with a cancellation confirmation number. I contacted Hotels.com immediately, and explained my situation. They said that the Renaissance Hotel had to approve the cancellation (so I was getting the “finger pointing” from both parties), and Hotels.com tried to contact the Renaissance Hotel daily for 3 consecutive days, but I was told there was “no response” from hotel management with the decision or approval of cancellation. (I prepaid the hotel stay for 2 nights, total $550 or so). Thus, I was stuck with this prepaid hotel booking, while the ENTIRE rest of the Volleyball Team stayed at a different hotel, attached to venue. Frustrating!
