I arrived at 6:10 PM on a Sunday, but the door was locked and there was no one at the reception. I called the hotel, and after several unsuccessful attempts I finally got through. The person I spoke to had very poor English, which made the conversation very difficult. She kept saying that the door access code had been sent to me, but it had not.
After several more calls, the door was finally opened automatically, but then I was only able to enter the reception area and still didn’t know which room I had been assigned. More calls followed before I finally received the check-in information via SMS.
Nothing had been sent to my email, SMS, or Hotel.com prior to arrival, even though they had promised it would be.
In addition, I had arranged airport pickup through the hotel, but that was also a failure. There is only one exit after baggage claim, and the agreement was that the driver would wait there holding a sign with my name. Unfortunately, he was sitting somewhere completely different than agreed, which resulted in about one hour of confusion upon arrival.