I showed up at a hotel at around 19:00. Website stated that their reception was open till 21:00. Nobody was there, front door was locked. A single call to Booking.com and an hour later they had put me in another hotel, free of charge. Cost of the other hotel would be paid by the first hotel.

I now do most of my bookings through Booking.com. It is very rare that booking directly gives a lower price (I always try) and the upside of guaranteed logging in that area is a big bonus for me.