I book a lot with hotels.com and booked other places nearby by this one. Due to the place I wanted was sold out, I thought I would give it a try as this was for my family which I was paying the bill. I booked this 3 days before their arriving and when they came to check in, they were turned away. They were told they don’t have a reservation there. My mother is over 60 yrs of age and wanted to sit there until I can get this fixed as I was in another country and was not able to. They treated her as if she was a stranger off the street and never took the effort to call to confirm as they also showed them the reservation.
Hotels.com spoke to the front desk and they saw we did have a reservation for 2 rooms and never took the effort to apologize for this inconvenience or what they put my family through. I work for the hospitality industry myself (Disney) and would never do this to anyone.