I tried calling 3 times to tell them I would be delayed and would be checking in late, and was told each time they were busy and I would have to call back. When I finally got through, no one made a note. When I called the next day to confirm my arrival, I had to go through the whole discussion again. The first room reeked of cat pee. When I complained, they gave me another room that reeked of cigarette smoke. I was told that was their last room available. I ended up staying with a friend. When I told hotels.com, I was told the hotel had cancelled my original reservation as a "no-show" and made a new one, paid for with the hotels.com funds. That meant I couldn't get a refund. My worst hotel experience ever!