At night, all they have is the night auditor, who is not a trained hospitality worker. Due till several flight delays, we arrived around 3 a.m. Despite being able to see our reservation in the system, he was unwilling or unable to check us in for a half hour while a reporting job ran. After that, he informed us that the reporting job had recorded us as a no-show, charged us, and canceled our reservation. Then he offered to check us in for 1.5x our reserved rate, in addition to what had already been charged. After booking.com customer service tried to talk some sense into him, he offered us a discounted rate, but still charging us twice. Finally I went to fetch an attorney I was traveling with, and while I was explaining the situation, I got a call on my cell phone telling me it had been taken care of, and he apologized profusely. I don't know what changed, but I've checked in late many times without issue. It was clear this guy was not trained to staff the front desk on his own.
The hotel itself is fine. It's the night staff that was the problem.