In the end of May 2019 I made 2 room reservations on Hotels.com for the Lobinger Hotel Weisses Ross in Langenau, Germany.
I needed three rooms at the hotel for June 8-9,2019, on hotels.com they did not have a family room available, so I called the hotel directly for the third room. I also wanted to make sure the hotel had Air Conditioning in the Rooms, because it is a very well known fact that many hotels in Germany still do not have air conditioning in the rooms, and the weather had turned very warm in Germany.
The receptionist who answered the phone, made me a family room reservation as needed. I asked her very clearly if the hotel had Air Conditioning in all three rooms, and she clearly replied to me that they did.
When we arrived to the hotel on June 8,2019 in the afternoon, it was already a very hot day in Germany. We needed 3 rooms very fast, with the Air Conditioning working in the rooms. When we went up to the rooms, none of the rooms had Air Conditioning working in the rooms.
We went back to the front desk to change our rooms, and ask for rooms with Air Conditioning as I requested. The reception told us that they have portable air conditioners for the rooms, and that they would bring them up to the rooms soon.
Well it took the hotel awhile to bring us the air conditioner up to the room. It also took her a while to turn the portable air conditioner on. When the air conditioner started to work, it was making terrible noise, nobody could stay or sleep in that room with this type of air conditioner working during the day and night! The noise was so bad!
So we went back to the front desk to ask if they had any rooms in the hotel with regular air conditioning, their reply was no!
So we informed the hotel, that we could not sleep in these rooms with such noisy portable air conditioners.
After discussion with the Manager of the hotel, he agreed to Cancel the 1 room reservation we made directly with the hotel and refund us the payment, but not the 2 room reservations, we made through Hotels.com, Even though Hotels.com agreed to cancel the reservation for the 2 rooms. Then we were Charged by the Hotel the Full Amount for 2 rooms, even though we did not stay at the hotel, and giving us the wrong information about the Air Conditioning in the rooms.