Upon arrival: reservation could not be found by local receptionist. After 20minutes finally found, but then no proof that payment was completed could be found. No manager or someone from the office could be reached out in this situation. Guests had to wait for about 80 minutes outside the reception in the rain. After having called the Hotels.com customer service in the Netherlands, a customer service repr. was willing to tell the receptionist that the booking was already paid for. However, they kept denying the entry. Finally the receptionist agreed to hand-over the keys of the bungalow with the coundition that at checkout the payment should be made by card/cash. Although is was clearly stated in an email from Hotels.com that the payment for the booking was fully paid for. So at the checkout none of the reception staff was willing to talk to the Hotels.com customer representative. After several attempts to reach the manager responsible for bookings, the guest were able to finally leave the resort as the manager then realized that the payment was already completed. Guests lost in this hassle more than 2 hours which they could have spent better in the resort. Furthermore, it was very unfriendly of the staff to keep them waiting in the rain for so long, instead of giving them shelter and trying to reach out someone from the office. I hope that Hotels.com will have a look at this case, as I want to avoid that this happens with another family. Nice resort, but horrible service!