My main issue with our stay wasn't the hotel, it was the check-in process via Hotels.com IT WAS HORRIBLE! I've never experienced such poor service booking a room online. Our room was prepaid for; however, when we arrived at the hotel, we were told, which took about 30 minutes for the hotel staff to figure out what was wrong, that the virtual credit card from Hotels.com wasn't valid. She informed us that WE had to call Hotels.com for further information. My husband & I tried unsuccessfully for 30 minutes to get through the menu to leave a message or preferably speak to an actual person. We were both on our phones trying to get through, but we're disconnected time & time again because the itinerary no. we were instructed to enter was lengthy and we weren't able to enter the numbers fast enough. It was a big honking mess! An hour-and-a-half after the fiasco began, we FINALLY got through to an actual human being by the name of Harvey. He was very patient & listened to us explain the problem. He was apologetic & assured us that he'd look into it right away. We were on hold for about 15 minutes with him. Every few minutes he'd check back with us to assure us he was still working on resolving the issue, which we greatly appreciated. He & the front desk staff person communicated w/each other & FINALLY the issue was resolved after TWO HOURS. I will never book a room via Hotels.com or any other hotel online ever again. I'll book a room with the preferred hotel directly.