I was in a queue for over an hour to check-in. It wasn't really clear why it took so long. Once getting there it took a further 20 minutes to get keys for our room which was in a separate building. We walked down to the room and entered. The bed has collapsed in the middle, there were stains on the walls, a strong nasty smell in the room, TV not as described, also rubbish packets in the drawers. I returned to the check-in desk where I had to wait enough half an hour to be seen. I explained the problems and the guy at check-in wasn't willing to rectify any issues I arose. I had asked for a refund due to the room not being clean, and I didn't feel comfortable staying there considering the pandemic happening and they couldn't keep the room clean, they point blank said no, and just remained in silence. After finally been given another room, I waited for a key to which I returned to the building I was staying in which is a good 10 min walk away to which the key fob wasn't working. By this point, I had had enough and me and my friend had booked somewhere else as the hotel wasn't will to do anything else. Upon return to the check-in desk. I told him the fob didn't work and I would like to check out as I don't want to stay there anymore due to such poor service and cleanliness levels. He informed me that I could get a refund via Hotels.com, to which now I have requested and the hotel refuses to issue. I do not recommend anyone to stay here.