Here is a clear, professional, and firm complaint rewrite:
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This property operates in a misleading way. They double-book rooms, charge guests, and then fail to issue refunds, blaming it on a “glitch in the app.” Communication is nearly impossible—there is no direct way to reach them, and even a Hotels.com representative was unable to make contact. To make matters worse, access to the building is controlled by facial recognition, creating additional obstacles for guests. Overall, this was a very frustrating and unacceptable experience.