I booked the upgraded jacuzzi tub room. When I arrived I was told the tub Jets weren't working. I was given a regular room. I contacted both the hotel and the website afterwards to request a refund of the $37 upgrade fee. Hotel said pricing and refunds was up to ********** ********** said it was up to the hotel but at at least gave me a $25 one key credit. Unsatisfactory

酒店回复：Hi Andrew,Thank you for taking the time to share your experience. I sincerely apologize for the disappointment surrounding the jacuzzi room during your stay. I understand how frustrating it is to reserve a specific room type and then not be able to enjoy that amenity.Because your reservation was made through **********, all pricing, upgrades, and refunds must be handled directly by the booking channel. Unfortunately, we are unable to adjust or refund rate differences on third-party reservations at the property level. We did advise you to reach out to ********** for resolution, and we appreciate that they were able to provide a One Key credit as a goodwill gesture.That said, we regret that the situation impacted your overall experience and truly appreciate you bringing it to our attention. Your feedback helps us improve communication and prevent similar situations moving forward.We hope you’ll consider giving us another opportunity to provide a smoother stay in the future.Kind regards,Martha Wisniewski