I had a paid booking through hotels.com for 5 nights. I had a payment receipt from the website, and confirmation slip as well. I had also tried calling the hotel 3 days before my arrival but after talking for about 2 mins and collecting information, they had said they can't hear me properly and that I can come over. As soon as I arrived at the property, I was told by other residents there that the hotel helpdesk has had several issues with other customers with paid bookings.
I went to the helpdesk and gave them my booking confirmation, they kept on checking it for a bit and first said they don't have my booking, then said my booking is correct but the system is having a glitch due to which they're overbooked and all rooms are full, then after a while they said they're trying to call the person responsible for this but were unable to connect through, then offered me to fill in the form for check-in. When I asked to see the room, they didn't reply properly, but afterwards said they'll try to get me fit into some other hotel. I refused that once I realized that other place is the hotel opposite to this one and was already shabby looking. He agreed the rooms there were not as good. I asked for refund but he refused saying it's hotels.com/expedia's fault. I was left with no option but to leave after wasting 50 mins without refund, and without the room that I had booked and paid for.
Please watch out before you book this place. I never stayed here, so can't comment on that.