"The lodging was fine. But we had a situation upon arrival that was a bit uncomfortable as no one was available to receive us. Hence, this is more of a criticism of the platform hotels.com because we received an email that said the booking is confirmed and only much further down the email in small print did it notify that we needed to contact the property 24 hours in advance to make arrangements for access to property. Further down the line, it indicated only a phone number for special requests....
"Single mother of two young tired children stranded outside the hotel until after midnight with insufficient door access codes. Very scary and traumatic experience. Expedia were a great help in contacting the property to assist me and eventually we got to our room. Our stay otherwise ticked the boxes. I never received the text message with door code and any emails they claim to have sent had gone to junk mail, so beware of this! "
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