I booked through hotels.com for an anniversary. A few days after payment, I got several emails from the "hotel" stating "outstanding payment," so I couldn't get check-in information. Over three days, I called the number the email provided six times. No one ever answered. I left two voicemails. No one ever responded. I left two emails. Of course, no one responded. I wasn't sure what was happening, but I knew I paid. Hotels.com confirmed it, as well as my bank statement.
When my husband and I got to Beacon Hotel (which it wasn't called on the building), there was no way to get in. I tried calling the "hotel" again. No answer. Luckily, a cleaning lady for the building was leaving as we were trying to get in. She was able to contact someone who owned the building (maybe by calling a personal number and not the number listed on the website). My husband and I got into our room with her help (and her AMAZING help alone).
If we hadn't run into her at the exact moment she was leaving, we wouldn't have been able to get into the "hotel," and our anniversary would have been ruined.
It's disappointing for this "hotel" not to have any way to contact them! I will NEVER stay here again!