We live in Finland and decided to travel to Tallinn for school holidays, since normally it's an easy and relaxing option for us. But, the worst happened. When we arrived at the hotel, our room just wasn't available for us due to some error. We had booked a family suite 3 months in advance, paid for it (a lot) and received a confirmation. We even got a hotels.com email a couple days before arrival welcoming us! The hotel was totally full but they managed to find us, a family of four, an ordinary sized room crammed with extra beds. The hotel offered us nothing to compensate. Further, we didn't even get the small room at check-in time but 1-2 hours later, and again, nothing was offered "because check-in time is an estimate". Due to this catastrophe we had to queue three times in those long queues at the reception.
Currently we're arguing with hotels.com whether they should refund us the price difference between the suite and a room which is absolutely ridiculous. This kind of error should never happen and if it does, the hotel and hotels.com should do everything to make the customers feel good again, not to leave them in tears. Especially if a hotel calls itself a five star hotel! At Radisson or hotels.com customer service, they didn't even try.
We wouldn't have chosen this hotel if we didn't get the family suite. Our long awaited holiday was ruined. If you want to be sure you get what you have booked and paid for, avoid combination of hotels.com and Radisson Collection.