I book frequently via Hotels.com. We were on our way to the hotel, due to weather conditions, we were running late. Our check in time was 3pm. The hotel owner/manager decided to run my card at approximately 2:07pm. I was upset because we were less than 15 minutes from the hotel. He called saying that they had to run my card in case of a "no show". I have never had that happen before. He was very short on the phone as I tried to explain that we were on the road and had experienced delays because of accidents on the highway. When we arrived, his stance was still the same.
We checked in but I wasn't pleased with the service.
Once checked in, our key cards didn't work and had to get new ones. We also observed that our room wasn't warming up. Our heater unit wasn't working. I informed the owner/manager and he said they would fix it. They did "fix it", but they left a mess in our room. Apparently there was no housekeeping staff available to clean up the mess. We were told that since the owner has been on staff, several other staff has quit, leaving the hotel short handed.
Overall, I wouldn't rebook with this hotel.