Had a horrible experience with customer service. After checking in, I found the deadbolt in my room was broken and reported it to the front desk that told me he would contact the manager and call me back. After not calling me back for an hour, we returned in person and he said there were no other rooms available, the soonest housekeeping could fix the lock was monday, and we cannot get a refund since we booked through hotels.com. He said the manager was unable to speak w us directly on phone, and he himself was having difficulty contacting him, and the soonest the manager can come in person was 10pm (when office hrs close)... The front desk was also unable to provide official documentation of their inability to provide a safe room for us to stay in because only the manager could sign this off and he was unreachable. By this point we were livid since we were stranded without a safe place to stay and a refund so we contacted hotels.com directly, which then contacted the inn directly and helped us get a refund. Needless to say, we will not be coming back