We had to switch rooms 3 times because our keys didn’t work. We spent almost 45 minutes going back and forth from rooms to the managers desk with all of our belongings , a dog, and a very tired child while they tried to figure it out. The manager, who was doing his best to remedy the situation, said if we’d booked directly through the hotel, we would have had our stay discounted or comped, but because we booked through hotels.com there was nothing he could do. Makes me think twice about booking through hotels.com. I would love to see hotels.com do something for us!