Norwood Inn and Suites

I walked up to the front desk to check in. There were three employees standing behind the desk. They did not greet us. I informed them I was checking in. All three of them were trying to checking me in together on the same computer. After a half hour I finally got checked in. None of the employees said anything throughout the entire process. There was an old tv sitting at the top of the steps to our room. Housekeeping was cleaning our room when we got there. They had a young child (about 5-6 years old) in the room with them. This was at 6pm. Check in started at 3pm. I found mold on the ceiling in my room. The freezer in the mini fridge was iced up so badly that we could not get the pizza rolls that had been left in it to come out. We unplugged the fridge but the freezer would not thaw The heater/air conditioner fan would not turn off and the television remote would not work. The hotel said they would send someone up in a half hour to fix the issues. No one ever showed up even after reminding the staff multiple times. There weren't any towels in the pool area. The tiling was falling apart, dirty (possibly moldy), or missing. The hot tub in the pool area did not work. When I told the staff they said they would get some towels. After a half hour my husband talked to the staff. They gave him a couple towels and said the hot tub must be broke then walked away. I had booked the hotel through booking.com so I called them to see what could be done about the hotel not handling our complaints. The Booking.com representative called the hotel who hung up on them when the representative told them about our complaints. The representative tried to call back multiple times and email the company but could not get an answer. A new associate came in around midnight so we talked to him about our complaints. He moved us to a new room. That room was better but the heater would not work. The associate said he would send someone up in a half hour to get the heater fixed. No one showed up. In the morning we went down to the front desk to check out. We were supposed to stay another night. I asked the staff for a paper confirming I was checked out and getting a refund for the day I wasn't going to be staying. The associate told me that wasn't his job and I would have to wait until 10am to talk to someone. (This was at 8am) I was given a phone number to call to talk to Shirim who was the one in charge of financials. I called at 10:15am. I was told she was not in yet and to call back around 2-3pm when she would be in. I called back at 2:45pm. The line was picked up and set down on the counter. (I could hear talking.) I waited on hold for 3 minutes. I asked for someone to pick up the phone. When no one did I added that I would wait on hold all day if I needed to. I was then hung up on. I called back. The phone rang for over 2 minutes. It was picked up then hung up immediately. I called back and no one would answer the phone. I checked my credit card account to see if a refund had been submitted. I had been charged 5 more times for the 2 nights I had originally booked.