Hello,Thank you for your feedback. We regret to learn of your experience. We take instances of check-in failure seriously, and have conducted a thorough review to determine if the issue was technology related (a website error, for example) or user related (guest did not follow instructions or was unable to check-in due to a declined credit card). We had several Hotels.com guests arrive on the same day, and they all checked in successfully without requiring any assistance, so the check-in system was operating normally.In reviewing our records, we note the following:(1) Complete check-in instructions were sent to you on December 15 via Expedia/Hotels.com messaging centre. This is the only method of communication we have with guests since Hotels.com does not share your direct email with the hotel.(2) The check-in information indicated that we are a virtual self-checkin hotel with no staff on site. (3) The info we sent specifically indicated that you must contact Hotels.com/Expedia to retrieve your Hotel confirmation number before arrival so that you may complete your online check-in successfully. It also indicated that you will need a credit card to preauthorize a 300 amount for security during online check-in. (4) Our online check-in and payment system does not show any attempts to check-in or conduct the security preauthorization. Therefore, the system did not send you the door access codes that would allow you to enter the hotel and your suite. Instructions to text our after-hours customer support line are provided in the lobby of the hotel, the same info is provided in the voice message guests receive when calling our general number for assistance after business hours.We've reviewed our logs and note that there were no requests for support were received by text messages in regards to this reservations. No messages were sent through the Hotels.com/Expedia guest messaging centre either, and no emails were sent to our email address (which is provided in your booking confirmation email and also on our website). When guests are not sure how to check-in, they typically make an attempt to reach us using one of the many methods noted above. We are not sure why no text messages, voicemails, emails or communications through Hotels.com were attempted to receive assistance. While automated self-checkin hotels are rising in popularity, they are not necessarily a good option for all guests. The attractive rates made possible by technology are only useful if guests are able to use the technology, can receive and review the pre-arrival instructions by email, and contact the hotel for assistance using the methods provided by the hotel. Unfortunately, it appears none of the above took place for this reservation. We understand your disappointment. However, the hotel could not have done anything differently to change what happened. Your check-in would have been successful if the pre-arrival info we provided was followed. Assistance would