AppartHotel Douai Gare

1. Apartment was on 2nd floor which was too high for my 67 year old dad to climb. Booking did not mention which floor we would get or we would have chosen another hotel. 2. Even though our booking requested stay for 4 adults and 3 children, Hotel was set up for 5 guests as it had 5 beds, 5 teaspoons, 5 forks and 5 knives only. 3. We paid by debit card so were expecting to be given a pin at reception address given in an email but when we got there, we found no one To top it all, there was no electricity or heating all through night meaning we had to spend night in dark and freezing cold nearing 0 degree celsius. Kids were extremely scared so we had to scramble up and stay in drawing room all night with not even a blink of sleep. We repeatedly tried to reach out to hotels.com and the hotel's management - spending nearly 4 hours of international talk time. Although hotels.com staff was supportive, the hotel's management showed no response at all. Even in the morning, no one showed courtesy to call us back or respond to emails that we had sent overnight. The hotel's management constantly declined our calls. It was after nearly 6 missed calls that my call was picked up and I explained this really upsetting sotuation to the management. It was of course no news to them as they were aware but were ignoring us. In the end of the call, we both agreed that I will vacate the hotel asap and I will get a full refund for 10 nights but no refund has been given so far