Front desk is not monitored 24/7 and the only information you receive is from an email through hotels.com that is not clear. I called to get a room code as I never received anything. Given code over the phone. At night when guest arrived on site the code was note working. We tried calling the phone number online and no response. Hotel not willing to offer any refund or even credit. (Phone number for after hours is different than their phone number online - that is not on me to know, they need better systems.)
Front desk is not monitored 24/7 and the only information you receive is from an email through hotels.com that is not clear. I called to get a room code as I never received anything. Given code over the phone. At night when guest arrived on site the code was note working. We tried calling the phone number online and no response. Hotel not willing to offer any refund or even credit. (Phone number for after hours is different than their phone number online - that is not on me to know, they need better systems.)