We arrived late at night after a long flight and car trip with two children, only to find no key left for self check-in, and no emergency contact. We were locked out, standing outside the hotel with no help.
The next day, staff simply said “sorry” and blamed us for arriving after 10 PM—even calling it “nice” that they sent self check-in instructions (which didn’t work!). No compensation, no responsibility. Completely unacceptable.