I was called by hotel staff earlier in the day before we arrived and told that the room we booked was not available and asked if I was willing to downgrade to a smaller room. When I said "no", they hung up on me. When we arrived after an 8 hour drive, they couldn't find my reservation number, even though I had a printout of the confirmation email, and other emails I had received from Hotels.com. After speaking to the assistant manager and waiting for over 30 minutes at the front desk, they finally told me they "found" the reservation, but couldn't put me in the room I had booked. I had booked a 2-queen bed suite for me and my daughter, but instead got a 1-king and 1 sofa pullout suite. On top of that, the room wasn’t very clean. I had come with a church group to the hotel and a few of them experienced the same kind of treatment, having to stay in different rooms than what they had booked/paid for. My friend was erroneously checked of the hotel a day early, and the hotel called him and asked what to do with his luggage. When he told them it was a mistake, that he had booked two nights, not one, they promptly hung up on him too, and he had to leave the conference we were at and go back to the hotel to straighten it all out. It was a terrible experience and I would never stay there again.