NIGHTMARE. Booked for an overseas family member visiting for Christmas. Hotels.com was simple. Everything else was catastrophic.
Visitor was asked to send a photo of himself and his photo ID prior to arrival. He responded immediately, but got three additional emails asking again, then he was asked to send photos of me, MY ID and my AMEX. Why would they need these photos?
On arrival day, I got a barely legible email saying my credit card was declined. When I asked what amount was being attempted, i was given an amount higher than Hotels.com rate. They insisted there were "extra taxes." Charge went through (?) so I was supposedly "all set now." The agent said she'd ask about early checkin, but never called back.
Still no checkin info at 415pm. Received illegible email that my card was declined. I'd already been told the room charge went through. Now, i was told additional $125 was due (more than the room rate?) for "incidentals." This is a no-service, unstaffed hotel. What incidentals?
When i questioned this, the agent aggressively talked over me, shouted at me, put me on hold, and hung up. No response to my callback.
Lockbox did not work at 430pm, 730pm or 1030pm. Had to call emergency after-hours line outside in the cold and rain. Guided to another (unlocked) lockbox and switched to a new room at 11pm. Property then reported to Hotels.com that we were a "no show." What???
Other guests shared similar stories with my visitor. Awful hotel experience. NEVER AGAIN.