We had issues with management that specifically used the expression "not my problem" when we requested our pre-paid breakfast allowance. Hotels.com, as usual, made a mess, when we only EXTENDED our reservation with 1 extra night (6 to 7), but the management of the hotel, despite seeing the confusion in their system, did not also be business savvy and flexible, without offering options.
As usual, when Hotels.com messes it up the burden is left with the paying client.
Also the hotel, supposedly being a 5 stars one, did not act as expected for this level.