I emailed the hotel a few days in advance because I knew we would be arriving outside the 3-5 PM check-in time. The hotel emailed instructions and told me what room we would be in, which was great. However, when we arrived at the hotel, we discovered that someone was already occupying the room we were supposed to have. Thankfully there was still someone at the front desk to help us, even though it was "after hours." The person who helped us was nice, but I was still put off by the fact that the room assignments had changed and no one told me about it. The room that we finally were assigned to was nice and comfortable. However, when we tried to leave our room to go to dinner, we discovered that we could not figure out how to work the room key. No instructions were available in the room, and I tried to call the after hours help number twice, but no one answered. After 20 minutes we were finally able to lock our door and leave to eat dinner. Then, when we checked out the next morning, I received an email with a receipt for our stay. Upon reading the receipt, I realized that we had been charged an extra "service charge" that was not included in the price that had been confirmed by Hotels.com. After 2 emails, I was told that the charge would be taken off our bill, but again, I felt that this was off-putting. Overall, while the hotel is a nice property, I felt that too many customer service mistakes caused our experience to be not as good as it could have been.