We arrived late at night after a very long drive. The hotel would not allow us to check-in to the pet-friendly room we had booked online as they had overbooked their pet friendly rooms and had nothing left that would accommodate our dog. The front desk person, Kayla, was very kind and would have checked us in but her offsite, off-duty manager refused. Kayla did call around, again, at 11:30 to try to find a room. Through some miracle, one hotel in town had an available room. If it had not, we would have had to sleep in our car because the Best Western would not budge. We were told it was a mistake on Hotels.com's part which seems illogical knowing that hotels can regulate their inventory with the app. The Hotels.com app showed clearly that the room was a pet friendly one by the way. It was a busy holiday weekend in a small resort town.