The people who run this hotel are just awful. We booked on Hotels.com for a family member to go relax and decompress due to health issues. This hotel made the check-in process extremely difficult. I admit our family member did try to check in early, but then returned at the proper time. They still gave her a hard time even though a credit card was on file to pay for the room, only a card for incidentals was needed. The hotel prolonged check-in claiming they had no way of paying for the room until a credit card was resubmitted. This took time as they insisted on pictures of the credit card and drivers license via email, which made us uncomfortable. My family member waited for about an hour and she became very frustrated and angry, as any person would. The hotel wouldn’t let her go to her room to relax as we sorted it out. I was on the phone with the hotel and in the process of emailing back, but my family member did not like the way they were treating her, so got really upset and spoke up saying that she no longer wanted to stay at the hotel. I kindly asked the woman at the desk if they could please cancel the reservation without penalty since it didn’t seem like it was working out. The woman then quickly changed her tune and said that since our family member spoke up upset, that they would no longer allow the stay and would still charge us. Worst of it is I never got to email them and they were able to use the card on file to charge us which is what the whole issue was about.