Upon arrival, new front desk gentleman, was not friendly at all. I had called both hotels.com and the hotel directly the night before to let them know one of my party was sick and we were not a no show but would arrive the following day. Both hotels.com and the hotel assured me that my room would not be cancelled. I arrived, to be told by the unfriendly new front desk guy that my room had automatically been cancelled due to no show. I later learned that he cancelled it. I had paid in advance to hotels.com in full. He then proceeded to make a new reservation and charged me again for the same room. I called hotels.com, explained, and they refunded me for the 2nd night then the hotel recharged. It took me about 30 mins to check in, after a 4 hour drive. The front desk guy was clearly annoyed, never apologized, never smiled . . . 0 customer service. That guy needs a lesson in "hospitality."