This was a very disappointing experience. After booking/paying two months in advance and reaching out multiple times to the property to try and confirm a late check in (we booked for two nights, but would not be arriving until early in the morning on the second day due to our flight timing and wanting to be able to go straight to our room at 8AM), it was only after I called Hotels.com and had a rep from Hotels reach the property did we finally get a response that our request was alright. The hotel had not responded to multiple emails until Hotels.com got involved.
When we went to check in that morning, we were immediately told by a rude employee that "our booking was probably cancelled" because he could not find us in the system. He repeatedly said we did not have a booking. This was after over 15 hours of travelling, it being early morning and the fact had written and printed confirmation from the hotel that a late check in was approved. The person was extremely rude, clearly did not want to help us and said multiple times our booking may be cancelled. Finally, the manager came over, who was also not welcoming, and eventually found our booking sitting on a desk behind them labelled late check out.
There were zero apologies, only "here is your room" and then he walked away. This was a very disappointing hotel experience from a customer satisfaction perspective.