I can only really comment on the check in. I prepaid my room through ******* 2 plus weeks before my check in. Checking in I was told they see my reservation but have no room for me and I had to call ******* as they were diverting ******* customers to different hotels. I called ******* right away and a recording said there would be a one hour plus wait to speak to someone. This was New Years Eve. Was three hours away from home and just left a football game. Wanted my room, a nap, some food and ring in the new year. Instead I ended up driving three hours home. I did eventually reach customer service and was told I would get a refund but the damage was done. Lesson learned, always book directly with the hotel.