Hotel.com review: Couldn't check in at the hotel I booked, had no assistence and no refund

I was a loyal customer of Hotels.com, i'm a frequent flyer and use hotel.com among other booking platforms.

on my last trip i booked a hotel called MK Munich that advertised a self check in until 5am. I had a flight delay, arrived late at the hotel and couldn't do the self check-in. I called the hotel many times no one answered the phone.

so i contacted the client service of Hotel.com for assistence and NOTHING happened.

i had to find another place to sleep and pay for another taxi.

not only they took my money but also charged me 15 euros for late check out and they refuse to refund me.

you evaluatote a trustable company when a problem happens/how they assist you to solve it.

Hotel.com has a very poor client service, i'm never using it again.