Business ProfileforHawthorn Inn & Suites

On December 8, 2023 we checked into Hawthorn Suites by *******. While we booked through Hotels.com, I paid $391.90 on my *********** Mastercard (statement to prove direct payment) directly to Hawthorn Suites at the time of check in. The room we were in did not have a door that latched or locked, presenting a security concern. We contacted the front desk and were told that they did not have maintenance on site. My husband tried to work with the door to fix it but it did not lock or latch. The hotel was booked solid given a local sporting event and did not have the same room to put us in. We were moved to another room. That room had not been inspected as there was food in the kitchen, in the refridgerator and a towel on the floor. Additionally the lightbulbs in the kitchen didn't work. We contacted the front desk again and he apologized stating he had no other rooms to offer. We contacted hotels.com who spoke with the hotel and let us know that the hotel had agreed to refund us for one of the two nights booked. We accepted the compromise. As of January 10, ****, we have not received the refund. We have contacted the hotel directly at least 15 times with no call back. We have contacted ******** corporate who has responded by saying it is a locally owned hotel and we need to work directly with the general manager, *******************, who has not returned any of our phone calls or emails. She did write a letter to the corporate office stating she did speak with us and resolved the issue, which is a blatant mis truth as we have never spoken to her and we have not received our refund. I again contacted corporate for the third time and spoke with a supervisor, ******, who stated his belief that hotels.com needs to refund us not believing that I paid the hotel directly, as indicated on my bank statement. He was dismissive and told me I had to send him my bank statement to proove it but even still sees the issue as resolved given the GM's inaccurrate report.