We had a prepaid reservation over Hotels.com, arrived at 2 AM after a long road trip with our children. The guy at the counter looked sheepish and didn’t make sense with a lot of his explanations and thoughts…. Despite having my drivers license, Hotels.com confirmation email and confirmation number and confirmation that my bank account had been charged for the reservation he said there was no reservation he could find in his system. What he wanted me to do was ask Hotels.com for a refund so he could charge me through the hotel directly and it ended up being almost the same price. Hotels.com wasn’t the most professional over the phone either (they hesitated to call the hotel for some reason and did not offer much help, but to find another hotel for us, which I can do on my own and still takes time. ) Needless to say, I was charged, had all of my confirmation emails from Hotels.com and the hotel itself, but was denied my room at the front desk, I wasted a lot of time and the family got to sleep over an hour later when I gave in and placed another reservation through the hotel directly.The hotel had pretty great reviews, but we were not impressed with the hard muffins, super dry, oranges, cold coffee, bitter coffee the next morning, and a creamer who had turned into straight corn syrup. The place is not nice. This was unlike our usual quality Best Western experiences. The amenities were good and the beds comfortable, so that saved the stay.