This looked like a pretty sweet deal on ***********. I needed a place to stay for a quick night near UPenn, and this looked like it would fit the bill. The "Virtual Front Desk" seemed like it would be just fine, so I booked the room. I arrived to Philly late on a Friday night and had to be up and out by 7 am on Saturday. Got to the hotel pretty quickly via Uber from the train station, but that's where the issues started. I had not received any information other than the *********** confirmation, so I had no idea how I was supposed to get inside. Fortunately, there is a QR code near the door, so I scanned that. It took me to the website for the hotel and they asked for my confirmation code. I entered what I had gotten from Booking, but that didn't work I called their customer service line and went through some automated hoops, then waited on hold for about 10 minutes, only to get disconnected. It's now around 10:45pm and starting to snow a bit, and I am standing outside this hotel. I call back and get someone on the line, and it takes around 20 minutes of back and forth before they can get a text message to me with the access code. They claimed that Booking sent both and incorrect email address AND phone number for me, and that's what caused the problem. Whatever, it's 11pm now, I can get into my room, all good. Excpet, well, it's not. The room (which was fine from a functional standpoint. It had a bed, spacious bathroom, coffee maker, etc. It was fine.) was freezing. The thermostat read 49 degrees when I got to the room. It is a Honeywell smart thermostat, and I can see that it's not connected to wifi, but it's on and set for 80 degrees, so something is wrong. I call them back and get the same guy, who has me walk through making sure the thermostat is on, etc. I tell him it's not connected to wifi and he asks me to try to connect using the wifi for the room. I can't do so, the thermostat needs an app to make these changes. The guy asks me to download the Honeywell app and try. Needless to say I am shocked by this, but I am cold and getting more and more tired. I get the app, but nothing works. At this point I ask if I can just move to another room. Guy actually says that he can probably get me more blankets if we can't get the heat to work. Finally he says that he has to talk to the owners and find out if they can move me to another room. He says he will text me when he has more info. After half an hour or so, I have heard nothing. It's now 50 degrees in the room and after 1130pm. Remember, I have to be out the door by 7am, so I find a nearby hotel that has an available room. I text the support guy to let him know to cancel the room as I cannot wait any longer and that I am leaving. I got a text back from him around 230am telling me "Good news, we can move you to the room next door." Obviously, I was already out and asleep at the time, so I told them that I had left and expected a full refund of my prepaid room since I did not stay there.
