This is to be considered more of a lousy Airbnb than something you would expect at hotels.com. As the page notes, you must make an appointment for check-in between 17-19, if you cannot reach that you have to wait the next day. Now, this in itself is not very lenient, but is informed about on the booking page. However, we tried to get hold of Bertoloni on their provided phone number, through hotels.com customer service and in any imaginable way without getting an answer. The number provided was out of use, and hotels.com could not reach them on their direct phone number provided. This meant we had no idea whether we could check in our not, and although we found the area of La Spezia the apartment was located in, we could not reach anyone related to this apartment. We therefore had to find a hotel in a fully booked high-season period in La Spezia. The day after they finally made contact, but only to say that although we had met up between 17-19, nobody could meet us as we had not made an appointment. Which is hard to do when they do not answer their phone, hotels.com requests or any other form of contact. They also made sure to blame the whole debacle on us despite not answering our attempts at making an appointment. We ended up buying alternative accommodation for the whole period which turned quite expensive as most of the city's hotels were booked. I would urge to stay away from this apartment. Not only did they waste our money, they also wasted parts of our holiday.