We checked in late at night, around 1:00 am. We were given a key to a room on the 3rd floor. Upon exiting the elevator, we were greeted by a very unpleasant odor. As we approached our room, we discovered the source of the smell - the corridor was in an unsanitary condition with human waste smeared along the carpet, which was quite shocking. We immediately returned to the reception to report the issue.
They informed us that the cleaning staff wouldn't be available until morning, but offered us keys to rooms on the 2nd and 1st floors to choose another room.
Upon checking the room on the 2nd floor, we encountered another distressing situation - a person was occupying the restroom, evidently using illicit substances. We then proceeded to the 1st floor, only to find a visit from Don Cucaracha in the room.
We returned to the front desk with all the keys, expressing our concerns about the cleanliness and safety of the accommodations. The receptionist seemed to understand our concerns and assured us that we would receive a full refund.
Unfortunately, the hotel did not process a refund for that night, and we only received partial compensation through the hotels.com service, not directly from the hotel.
This was the most unsatisfactory check-in experience I have ever had.