Booked online for two nights on way to visit a relative dying in hospital. After a long trip and visit at hospital went to hotel later in the evening to find they have given our room to a relative with same last name. Took over an hour for them to accommodate us, but they only had the room type we booked for one night and as the only other room they had was an upgrade they wanted an additional $67. After a long time and them calling the manager, it was agreed they would honour our booking amount, plus provide a $10/night discount as we would have to change rooms the next morning. We got to our room and it looked nice, but cleaning was an issue -- crumbs on rug, stains on couch, toothpaste running down bathroom wall, a glob of dirty caulking stuck to the bathroom floor. There was no kettle or coffee machine in the kitchenette, but they did get this to us. The next morning we dumped our luggage in the new room and put our perishables in the fridge and hurried to the hospital. We got to the hospital to find our relative was being transferred to hospice in another town. We called the hotel to say we had to leave and asked for a refund less any cleaning required, although we had not used the room. Again the manager was called and the answer was 'no, we must pay the entire nightly fee'. Given the confusion around our booking, the less than clean room we were given, the fact we had to move to another room for the second day, and the unusual and stressful circumstances we were facing, we were extremely disappointed that management was not more understanding and flexible.