NO AIR CONDITIONING! We traveled to the area for a convention during a wonderful heat wave. My colleague's room reached 83 degrees on the third floor, while mine was a little lower at 80. There was a sign at the entrance that said no air conditioning, but we thought it would be ok in the evening, but it was not. I spent hours on the phone with Hotels.com to change hotels, and the first person I spoke to for over an hour was about to change the room, and then we got cut off. I called Hotels.com again, and this time, I reached a different person who was not helpful at all!! I spent 1.5 hours on the phone, and he said Best Western would not cancel the reservation and he could only offer a $75 credit. This while I could hear chickens in the background, how unprofessional. When I spoke to the Best Western hotel staff, they emphatically said they told Hotels.com they WOULD cancel the reservation at no charge. So apparently, the "supervisor" at Hotels.com (I was told so) decided not to change the hotel. He would not give me his employee ID. We spend probably close to $100,000 annually with Hotels.com, and this is the service we get! Time to move on to another brand!