I made my reservation for my stay through hotels.com for the great rate and free night rewards. I chose to pay upon arrival to the hotel, as I often do for my business trips. The front desk staff cancelled my hotel.com reservation and checked me in as a walk in guest. I did not notice this initially until I went to use my free night for another trip and saw that I didn't have one. I called hotels.com to figure out the descepency and they called to investigate with the hotel while placing me on hold. The hotel told them that my credit card was declined and that I chose to cancel my reservation. Seems the staff, whether prompted or not, has figured out how to not pay hotels.com their fee. I did, in fact, stay 3 nights at the hotel and there was no mention of my credit card being declined at the time of check in. I also, somehow received a free breakfast voucher and am now getting emails from the crown plaza rewards program. I do commend hotels.com for investigating the matter but understand their hands are tied and it was the hotel who is to blame for being dishonest. If my stay here was better I would have considered not leaving this poor review. However, the rooms and lobby are extremely in need of an update. My colleague reserved a suite room for the kitchenette as we like to stay in and prepare meals occasionally. There were no utensils or dishes and old food in the refrigerator. I encountered a person urinating in the hall one evening. I did not feel safe in this hotel.