The hotel was unable to find our Hotels.com reservation in their system, so we couldn't check in and were stuck in the lobby. The front desk staff said there was a problem connecting to the Hotels.com system that day/night (we were the 3rd "check-in" that they couldn't find when someone was trying to check in). We had to call Hotels.com 3 times. During the 1st call, Hotels.com contacted the hotel and verified the reservation and room availability. After the call, we went to check in and they couldn't check us in because they couldn't find the reservation. We called back to get a confirmation number that was different from the one included in our reservation info. We tried checking in again with the number he requested. He said our reservation was cancelled. We called Hotels.com again, and they said it was not cancelled and called the hotel again while we waited. After going back and forth a few times, the hotel was able to find the reservation and check us in to our room. It was not pleasant. I've used hotels.com for years and years, and this has never happened before.