We have never experienced this when booking hotels through Hotels.com but then again it is not a proper hotel. We had to make about 7 telephone calls and yet, arrived at the property not knowing if we had secured a property. We were constantly told, 'only the manager knows'...'the manager is away'...'the manager will email you all the necessary details about the property' and the promised email at the end of each telephone call never arrived. After venting out our frustration over the phone whilst waiting at the property, we got in to the apartment eventually but we did not get the correct code for the main entrance so for our next 4 nights and 5 days stay, we entered the property from the garage. Well, we did get out from the front door so the manager might consider it to be okay perhaps. Once completed the trip, I have made a formal complaint through Hotels.com and the property did not even want to consider compensating us for the phone calls. It says a lot about their customer service, or non at all, I should say. We went to Heviz to relax and enjoy all the health benefits that Heviz offers but we started being really worked up and frustrated. We would definitely not go back and would not recommend.