Reception told us they upgraded us to a superior room on check in. However, the room that they moved us to was heavily smoked in. I strongly suspect that we were only "upgraded" to this room because it was rejected by other guests, and we were the last to check in for the night as they said the hotels was fully booked when we asked to be moved.
Following the stay, the hotel said (in writing) that they would refund 50% of the room cost to compensate for the room condition. However, when trying to remit the refund from hotels.com, Pakat Suites rescinded the initial offer and claimed that we did not bring it to their attention at the time (not true, as a receptionist came to the room at the time who confirmed it was smoked in).
Over a month later, numerous emails with the hotel, and hours on the phone with hotels.com and a refund still hasn't been provided. Terrible customer service on all accounts.
