We were extremely disappointed and expect a refund. The hotel advertises 24 hour front desk. We arrived to check in November 9th around 11:30pm and found the hotel locked, with no employee inside, and three other guests standing outside. Apparently the hotel employee left in the middle of his shift. We were exhausted from traveling and had to stand outside in the cold for 90 minutes (until 1:00 am!) until the hotel employee returned to his shift. He returned extremely drunk, stumbling, and covered in spit. He started screaming and yelling at everyone, cursing at us, and telling us to leave. I tried calling hotels.com to help resolve this, but unfortunately couldn't even hear over the screaming and then lost my connection. After some back and forth (him yelling in Spanish, and us trying to explain in English that we were trying to check in) we were able to get in our room. We complained the next day and were told "we are sorry, there is nothing we can do, it won't happen again". BUT, the same man was STILL WORKING the overnight shift our next two nights. After the fiasco the first night, we were afraid to leave our rooms in the evening, for fear of not being able to get back in our room. So we returned to our rooms by 9:30 every night, missing out on Spain's nightlife because of this employee. I'm extremely disappointed that hotels.com endorses this type of reckless behavior and awful customer service.