Booked online, got the hotel. Got our room. It smelled like an ashtray. Immediately went to the desk, the manager gave us another room. It also smelled like someone had been smoking in it. At this point I asked for a refund and was ready to give this place a zero star review. However, the manager on duty asked if we would be willing to look at the rooms he had available. He physically walked us around and let us go in and smell and see other rooms that were available that night. We quickly found one that didn't smell, and was actually an upgrade from our original room. The Manager was kind, apologetic, and polite. He didn't charge us for the upgrade and took good care of us. No doubt this place is due for a renovation, and it really sucks people come in and smoke in non-smoking rooms and ruin it for the hotel staff and other guests. The customer service provided on this trip is what earned them 4 stars.