Great condo on lake two blocks from ocean. My rating would be five stars if it wasn’t for the check-in process made worse by an employee unwilling to accept any feedback to help future guests. Her mantra was that the process couldn’t be fixed. The check-in location is about four miles from the actual condo. Hotels.com embedded this information in the small print of their confirmation notice. Unfortunately I stopped reading the small print of their notices after years of making hotel bookings. I drove to the condo complex security office where no one knew where to send me for check-in. After wasting nearly an hour being sent in circles, I called Hotels.com. They ultimately contacted the rental company and told me where to go to check in. I tried to suggest to the employee there that the condo's security staff be notified where to send guests for check-in but she wouldn't listen. When accommodation registration is not done on-site, I recommend that Hotels.com emphasize and repeat this information at the beginning of their confirmation notices instead of embedding it in the small text at the end. This will make it more likely that guests will see the information and not waste an hour driving around in circles before learning how to register. Because the property’s employee was not willing to accept feedback and the company had done no outreach to the condo’s security staff to advise them where to send guests for check-in, I reduced my rating for this stay to 3 stars.
