It was my first time that I am not able to check in by presenting my identity card/passport with my booking name. The receptionist said because of the first name and last name may swap (OMG !!!) ... However, before i arrive the hotel, i call to inform late check-in by mentioned my family name, my booking is found, and the lady read out my full name to confirm my booking.
The receptionist then asked for booking reference, I presented Hotels.com booking confirmation with booking number to him, but he refused that is my booking and that is not the correct format of booking number he wants... Eventually, he found my booking by my phone number... Please send the staff for training!