I realize that this might be a possibly isolated event however, it was an absolutely terrible experience. I arrived with notice that I was checking in late and arrived about 15 minutes before midnight… There was absolutely nobody there. No one in the lobby, no one in the back office… After 30 minutes, I called the police because I started getting worried something was really wrong… Eventually at about 12:30 in the morning, another representative from a different Hyatt came. He was a shining light and incredibly nice, and I don’t want this review to reflect on him in anyway, he was the best! That being said, he didn’t have access to the computers and long story short, I didn’t even get into my room until after 1 AM! Needless to say, this was an absolute awful experience, and I can’t believe Hotels.com has not refunded my money, even though I called them. I was on hold with them for quite a while with no resolution or offer to help my predicament. They just kept saying they were calling the property even though I told them I was right there and could hear them calling the VACANT front desk…no offer to help or refund me to go somewhere else, pretty sad, just kept putting me on hold or sending me to “a specialist”