After a late night arrival in Charleston (11:40 PM), we arrived at the hotel after midnight. We were let into the building by a resident--the office was closed. We used the phone provided to contact the staff, and Veronica finally came down, She said we did NOT have a reservation, and after I produced the paperwork, she checked again, and told us again we did not have a reservation. When asked for an available room, we were told there were no rooms available. We went to our car, and drove to several other hotels looking for a room after 1:00 AM. After being told they were all full, I attempted to call hotels.com's customer service line UNSUCCESSFULLY, and finally reached out on the app. After an hour dealing with Khansem, who was very friendly, we were told Extended Stay said we arrived too late (5:30 am is the latest time IN THEIR EMAIL). I could call back @ 9:00 that day to hotels.com customer service number and they would try and get a refund for the PREPAID reservation. I said I would dispute with AMEX, which I did. We ended up sleeping in the car after an all-day flight the night before...VERY POOR CUSTOMER SERVICE! We were told they did not have a reservation--Hotels.com was told they cancelled it after we arrived too late (12:50 AM) We had already paid for the reservation, so, if we had one, they had no right to cancel it. And there were no rooms left at the inn...I think I had the before somewhere else...