The hotel was overbooked, and they didn't have a room to give us that had 2 queen beds (the room type we had reserved). After about 30 minutes of debating about it and them blaming Hotels.com instead of taking ownership of the issue, they finally gave us a room with a king sized bed and a pull out couch.
The hotel was also packed due to a softball tournament happening nearby, so the hotel was understaffed and didn't have enough supplies, despite admitting that those rooms had been booked about a year ago, so they knew it was coming.
There was no A/C in the lobby/breakfast area, so it was unbearably hot and humid there. Only one elevator was working, and there was a team working on a major rewiring project and getting in the way of everyone, at a time when the hotel staff knew it would be very busy.
In general, they are not well-organized, and don't take ownership of their own mistakes. Instead of blaming third-party apps for the overbooking dilemma, maybe they should consider not partnering with them to begin with if it's going to create so many issues for their customers.