"I was very nervous about the check in process, considering the other reviews posted. We had no issues at all. There was a code sent to us, the lobby was unlocked (and unstaffed) and the lockbox with our room key opened easily. The lobby and rooms were beautiful and we really enjoyed our stay. A couple of things to note:
First, Hotels.com says that late check-in is after 11 pm. The company emailed us to tell us late check-in stops after 9 pm the same day as our check-in. We had already planned on arriving past nine, hence my anxiety about it. I called the number provided at least 10 times between 4 pm-9 pm and no one ever picked up. This is aligned with other people's experiences, so buyer beware. You will be stuck if they don't email you the code.
Second, once we got in the room, there were other numbers available to try to call. I tried to include the numbers but I was not allowed. If you get stuck and don't have the code, hopefully one of your fellow travelers will provide you with the other contact info that is in the room. Hotels. com really should make these available.
Finally, don't rely on the hot tub being available/functional (it was lukewarm and the next day the drained it to clean it). The breakfast spread was very similiar to another location where we stayed (multiple bread/pastry products, some meat items, cheese) so I was expecting to have to substitute my own items because I have dietary restrictions but what was available that I could eat was good."