The confirmation email contained the special instructions: 'There is no front desk at this property. This property doesn't offer after-hours check-in. Prior to arrival, guests must complete online registration with the property via a secure link. Guests will receive an email 24 hours before arrival with check-in instructions and an access code. Guests can access their accommodation through a private entrance. A virtual front desk provides assistance to guests'.
I accept it was my failing not to read the special instructions. However, where the process is so different from approx 99% of other hotels or hostels, I would have expected it to be communicated in a separate message or email from hotels.com
I didn't receive an email 24 hours before arrival with check-in instructions and an access code. As a result, I arrived at the property and could not get access to the room. I tried to call the hotel number many times. Initially it rang out, but then it was clearly being cut off by someone who didn't want to answer.
After half an hour plus messaging and then talking to Hotels.com, they managed to contact the hostel who finally provided the access code.
I don’t think Hotels.com shouldn't allow this type of check-in process. If they do, the hostel should answer their phone
