The following is the email that was sent to the managing agent who needs to be removed from Hotels.com website. The agent is completely incompetent and unrepentant regarding the impact they had on us during our stay. The email below starts by referring to an email that the managing agent sent on the day we were due to arrive...
I have only just received the email that you sent this morning. You should realise that when people are travelling, particularly from overseas, that Internet access is difficult or non existant.
As you are probably now aware, we had terrible trouble gaining access to our room this afternoon. All I had was a booking confirmation from hotel.com saying check in was between 15:00 and no later than 19:00.
We came to the property 3 times between 15:00 and 17:00 and rang the bell for a long time. No one answered. The telephone number on the confirmation was wrong. There was no telephone reception and we had to drive a long way to to call, but then the number was wrong any way.
At 6:00 we went to a tourist information centre, they tried using the telephone number we had on the confirmation, but it didn't work. They tried to look it up on line. They sent us to another agency and the person there happened to know the manager of the property. Finally we had made contact.
However we have now lost half a day of our trip, and we're very tired and upset.
Other property managers make contact months or weeks before the booking, not a few hours.