I want to start out and say the hotel once we actually got in the room was nice and clean and most of the staff were friendly and helpful. But upon arrival we had issues getting checked in as I used hotel.com to book the room. The lady working at the front desk said her computer wasn't working and she couldn't get us checked in the hotel and it would probably be hours before she could do so. I tried to have her give us a room that was empty, she said she could not, so then I asked if she had a room to or space that we could get ready in as we were not from the area and is why we booked the hotel, and she said no,(there was a conference room on the top floor that was completely empty) and that she also could not give us a refund because it was booked through a third party, (hotel.com). We then go back to the car and wait in the freezing cold and snow to see what we should do. The computer started working and she then came outside to tell us so and we got our room finally. Once we got back into the hotel that night the hotel key would not work, (again it's snowing and 10 degrees outside and super windy). We call the front door number and a very nice lady came to reactivate our hotel key. I'm not sure why the key wasn't working I don't think it was activated correctly when the computer started working again upon checkin. Again the hotel itself was a nice clean room, but it was a very frustrating process and for them to say they couldn't help us or do anything to accommodate was