"When I first booked this stay about a week before my stay, the staff was hard to get a hold of. I had to call several times to get a hold of anyone to confirm my reservation. First red flag. Once we arrived in Florida, I knew we would not be arriving at the location until midnight, well past the scheduled check-in time. I called the front desk (once again, it took several calls for me to get a hold of anyone), and they mentioned there was a virtual check-in option. I sent my information over and was meant to have a code emailed to me. I did get an automated email, but it wasn't until we arrived at the hotel that I realized that it did not have the code attached. This was around 1-1:30 am. My party was effectively left stranded outside the property with no way to get inside our room. The hotel itself was not in the best shape, made worse by how late it was. The area felt unsafe and a bit rundown. We tried calling the front desk, after hours line, and texting through the Hotels.com portal several times and received no response. We ended up waiting for about an hour at a nearby restaurant to see if we would hear any response, but ended up having to drive 2+ hours to return to a friend's apartment so that we could have a place to stay for the night. Even now, an entire week later, we have not heard anything back from the hotel regarding the incident. Even though we did receive a refund (through Hotels.com), the entire incident was entirely preventable and very unprofessional."
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