Motel di Hawthorne

Booked a 4 night stay; upon booking there was nothing written about late arrivals. We had a bit of delayed arrived a little over midnight expecting someone to be there that can help us check in. Upon our arrival the lobby was pitch black no one was in there. There’s a bell on the door and a number that we can reach out but after half an hour of standing in front of a completely dark space we decided to leave. We were basically left stranded not knowing where we can stay. After a long travel the least I would want is to be crept by the thought of having to be homeless for the night. The next morning I requested a refund on the internet platform I have used to book the hotel. We were contacted and was told that the hotel is willing to have the rest of the days refunded but not the first night. Of course we were outraged. I tried to contact the hotel. It was great that someone picked up immediately but after explaining that there was nobody to check us in that time, they questioned us and stated it was “impossible” after mentioning that I took a picture of the pitch black lobby she told us to wait as she grabs the manager but then ended up hanging up on us instead. I immediately called back but I was sent directly to voicemail. After a few trials for the next 2 hours I decided to use a different phone number to call. I was sent to voicemail but I got a call back within 2 minutes. Overall I am very disappointed with the service. The least you can do is apologize for the inconvenience it has caused us rather than just hanging up and denying the fact that there was actually no one there in the lobby. There is also cameras on the premise in front of the lobby. I hope they do check the cameras and see how lost we felt instead of claiming that there was definitely someone there on duty.