"We arrived late at night. Hotels.com indicated that the hotel offered 24-hour front desk service, but when we arrived, the property was locked and there was no staff available. We tried calling the hotel directly several times, but no one answered.
As a result, we were unable to check in and had to call several other hotels before finding one with a vacancy. Unfortunately, the only available option was a very poor-quality hotel that we would not otherwise have chosen.
Given that the advertised 24-hour front desk service was not available and we were unable to access the accommodation we had reserved, I believe I am entitled to a full refund."
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