We got there around 9pm, the office is permanently closed and used for storage, so I go to this small window with a cut out, something you might see in a really bad area of Oakland. Asked me my ID and credit card, came back after a few min telling me to sign the paper, no "hi" or "welcome" nothing. We get our keys to room 123, we go up and open the door. The room smelled like a smoker lived in that room for weeks and also was peeing in the corner, it was bad. I went down to the front desk and asked to change rooms, a different person came to the window, they said "no" and that all rooms we taken, so I ask for air freshener "no", as I walking back I see room 106 is unoccupied, I go back to the window and say I want 106, he says no we have already been in 123 and someone is coming for 106, I say "its been a few minutes, we didn't even sit down and their not here I am and I want the room", He comes with me to 123, looks around and agrees to change the rooms. I saw him spraying 123 with what I would assume was are freshener, so he lied. 106 wasn't much better but the smell was a little bit better. After an hour we decided to not stay the 2nd night and we would switch hotels. I contacted Hotels.com that night and they told me it was pay at the Hotel so all I need to do was let them know and they should remove the 2nd night. Well surprise surprise when we went to check out the next morning the guy working basically said no to the refund and to contact the website, lied again.