I booked this hotel through Hotels.com. When I arrived, the receptionist couldn’t find my reservation in the system. Even after I showed my confirmation email, she asked me to call Hotels.com myself so my name would “appear” on her screen. Only after the third‑party agent fixed the issue was I able to check in.
What disappointed me most was the lack of reassurance. A simple, “These glitches happen—let me call our support line and sort it out for you” would have gone a long way. Instead, I felt I had to do all the troubleshooting on my own after a long day of travel.
Once checked in, the stay itself was fine, but the stressful check‑in experience set a poor tone. I hope management trains staff to handle reservation hiccups more proactively and to keep guests at ease while they resolve technical problems.