I was excited about this particular booking because it was lake-front accommodation. This was our first time not expecting no receptionist in premise. We arrived at 1730 & check-in time is 1400. My husband text, email, phoned 4-5 times each of the action. The response was 2 hr later at 1900 but the receptionist hunged up or just a bad connection. We stayed for 30 min at premise, tired & hungry. We drove & checked in at the nearby hotel which was a great disadvantage to us for the price is steep. After 2 hr, we got an email that there is a key under the carpet. I responded that we are not happy with the process & wanted to be reimbursed. AI of Hotel.com tried to assist us by calling the receptionist, but no response. I requested for reimbursement by text to AI & AI said that its the Hotel prerogatives to do this. AI text & mentioned also about its airline policy. I text to AI about my right as customer being undermined & Airline policy has no bearing on this situation. I have photo of the accommodation, our picture & car alone in the parking lot & my note to receptionist left on table in front of the front door. The ADD PHOTO OF YOUR STAY in this review is non- functional. This needs to be address. I am glad Hotel.com took action for my reimbursement.
