I confirmed prior to booking that it would not be a problem if we were not arriving until the morning of checkout (have only a few hours in the room), and all we would need ro do was call the dsy of reservation checkin to request a late checkin. I made the reservation, indicated the request within my reservation notes, and called the day of checkin as discussed to confirm our situation and late checkin without issue.
The morning of our arrival, i called the hotel to ask for a late checkout, which was provided. As we're in an Uber to the hotel, the hotel called back saying they could not accomodate our late checkin and that our non-rdfundable reservation was relinquished. I explained how that was not okay and played back the series of confirmations I received, including the hotel's notes on file. The hotel manager reinstated the reservation.
Upon checkin and getting to our room, we found it was used; the bed was slept in ansd there were dirty towels about. We immediately called the desk who offered us a new room and told us a bellhop would meet us at the current room with our new keys. The bellhop never came. We called the front desk but for over 5 minutes nobody picked up. I walked back to the front desk where our keys were waiting - no bellhop was assisting.
Extremely frusterating, poor experience. Would not recommend this hotel.