My complaint is in ref. to our Hotels.com reservation No. 8001520668846. We reserved a single room for one night in hotel Garni Biancavene in Ruffre outside of Bolzano, Italy on September 29th, 2014. Since we never received a confirmation from the Hotels.com, we called the hotel directly. The man at the hotels desk did not speak English. When we arrived in Bolzano, around 9pm, we called several times to confirm our reservation and to get the directions, but nobody from the hotel wanted to talk to us.
Finally, after 2 hours we arrived at the hotel, which is at 1,350 meters above the sea level and 23km from Bolzano, not 12km as shown in your description. The hotel doors were shut, nobody unswered the door bell or phone calls, and we did not know the key pad code. When we returned to Bolzano all hotels we checked were booked or closed. We end up sleeping in our car. We were charged for one night, but after we filed this complain, Hotel.com never responded.