Brace for this, we arrived at 3pm promptly and we could not check in because system was down and we were told to come back at 8pm, they agreed to keep our luggage which was about 15 suitcases plus a lot of bags because we came off of a cruise and went shopping before we arrived at the hotel, upon return to the hotel at 8pm we checked in and was told that the elevator isn't working so I had to carry up all the suitcases and other luggage by myself, please note others in my group were seniors and female, I was the only male, no staff at the counter nor any other staff came to help. Now after the suitcase all were in the rooms I booked many rooms, the room I was in had 2 roaches my wife killed one and flushed it down the toilet as she was screaming because it ran on here and I was able to kill the other one by the side of the bed. Next morning while checking out I made my complaints and was given the supervisor name to call, which I did 2 days after an she apologize and said I will receive a discount on my booking. It has been weeks and I say nothing in my account, I contacted hotel.com and they were looking in to it and then I got an email saying I will not be compensated, imagine all that inconvenience and less time at the hotel and absolutely no compensation. I really didn't want to be posting negatives but they leave me no choice. Am sorry but I cannot stay here again.