There are no staff on site. You’re supposed to get key codes by email. I got emails confirming my reservation, but no key codes. I called the “emergency” phone number posted on the front door several times. Nobody answered. (And it’s not a local number. I’m not sure what the plan is for something like a plumbing problem.)
I called Hotels.com. Their agent was very helpful and somehow got through to the hotel. The hotel staff texted me a key code for one room. I called back. (Why is this phone number not posted on the front door?) The agent tried to be helpful, but just didn’t seem to understand the basics of hotels. I said over and over that I had two rooms on one reservation. I had a code for one room; I just needed the code for the other room. The agent kept asking for my name, then telling me that there was only one room under my name. YES. I am only one person. I cannot sleep in two rooms. The other room is for a different guest with a different name. It shouldn’t be hard to find that other room, because it is on the SAME reservation. We went round and round in circles. The agent insisted I had only booked one room. He asked me to email him proof that I had two rooms.
So I found those confirmation emails from the hotel and sent them back to the hotel. I still did not get a code. I called again. We went a few more rounds, but finally I got the code for the second room.
In total, I was on the phone for a full hour, just trying to get into the rooms I had already paid for.