This is a very bad housing experience. When I went to the Novotel counter to check in, the counter staff told me that they could not find any of my reservations. I immediately wrote to hotels.com that evening. One hour before I expected to check out, I finally received a reply from hotels.com. He said my booking and payment records showed that everything was fine, so the problem was in Novotel. When I check out, I indicated to the counter that as a customer who has successfully booked and paid, the system could not find his name when checking in, which caused the customer to doubt whether he was arriving the wrong hotel or the wrong date was a very bad housing experience. I need a formal written document telling me why the case be occurred? The reply from the Novotel counter manager is “I have clearly told you that this is a problem with the hotels.com system, we are just the receiving end.” I still want to request hotels.com think about your advertisements are marked with “After reservations, no confirmation, and quick check-in”. Look at my case, I have to dealing with my reservation status all night and I could not sleep well. I want your explanation what is going on with your booking system in my case and you must pay compensation.