Business ProfileforRamada By Windham Hawthorne / LAX / LA Stadium

We booked a room for 8/12/23, check in. We were booked for the room at the Ramada/Wyndham Hotel/Hawthorne, via hotels.com. When we arrived approximately 9:45pm to check in, it was a late check in as Our SWest flt was about 1 -1/2hrs late into ***. We had to get the security guard to knock on an office door to get the desk clerk to check Us in. He asked for my credit card, it was late and I was tired from the flt ordeal, I gave it to him thinking it was needed as my identification for the room card. It turns out it was to charge my card a $100 room deposit fee, which hotels.com, whom I booked the reservation thru, said nothing to me about. My itinerary email or the booking website said nothing about a deposit for the room at check in, it shows a zero balance due at check in. We went to the room, opened the door it smelled terrible, once we turned on the lights I saw a ***** running up the wall next to a couch which was next to the bed. We found a whole group of them when we pulled the couch away from the wall, only got a picture of 1 of them as they scattered before we could get the picture. Went back to the clerk informed him, and he offered another room, we said No, We want to cancel our stay and get a refund for the room. He said we had to contact hotels.com, for them to authorize a refund. When I contacted hotels.com, they said the Hotel had to approve the refund. Then sent me an email informing Us that the hotel was not going to refund Us. Then sun 8/13/23, we went back to the hotel, to speak with the manager, we were told on the phone she would be in after 10a.m., we arrived around 12pm, she was gone for the day, per the female day clerk. We have gotten the runaround from both companies. Now the manager of the hotel, asked Us today to wait for 24hrs for her to investigate the situation. When I called customer support for hotels.com, they called the hotel manager she told them it would be within 72hrs, that they would email or call Us with their decision.