When I made my reservation I added notes to let them know we were getting in late. I also called and informed the front desk so my room would not be cancelled for no show. I explained we were traveling and it was going to be very late when we arrived. I was told that was not a problem. I arrived to find the doors locked no one at the desk and no one would answer the phone. I called customer service they tried contacting the property and no one answered. I was told there was nothing else they could do. So after driving 5 hours, and spending an hour trying to check in I had to find another hotel and pay for another night somewhere else. I called the front desk a few hours later to explain what happened and never once even got an apology. I was told they would cancel my reservation, but that I would have to contact Hotels.com to see I if I get my money back or not. Terrible customer service. This is unacceptable!!!