I booked this hotel for my mother, my young son, and me. I knew we would be arriving late, so I called several days ahead to make sure they knew. I was assured that it was no big deal, that I could call the day of our reservation to get the phone number for the night security man to give us the keys to our room. The girl I spoke to did not take my name. Our connecting flight was delayed and I again called several times and received a message: “your call cannot go through as dialed.” I called the security number that had been emailed to me and got no answer and a full voicemail. I started to worry. On a fifth try, I got an answer, the same girl I spoke with before and she sounded annoyed with me: “just call the security number when you arrive.” I asked, even if it’s like 2:00 or 3:00 in the morning? She assured me it was fine and took my name this time. Finally, we arrived into the Fort Lauderdale airport and got to the hotel at 3:00 exhausted. I was thrilled to see someone at the desk, and another late check in being give their keys. The security man looked up our reservation and said, “Uh oh, I don’t have what you booked. I only have a king bed room.” I was annoyed but at least it was a bed. We walked to the room and the man stopped us halfway there: there’s someone in your room. He left us standing there while he looked for another. He came back and said he had no room for us. I still have not received a refund and hotels.com had been ZERO help. I am so frustrated and angry