I checked in past midnight. The check-in process was terrible, as nothing worked. They have a self checkin system that didn't find y reservation and later wasn't able to read my credit card.
When I made it to my room, I discovered that my bathroom didn't flush so I went back down and asked the snarky night manager for another room. He told me they had none (even though I saw on the hotels.com app that they did). I called hotels.com and asked for a solution. They spoke with the night manager to ask if the reservation could be cancelled, and he said yes. I asked them not to cancel it, while I seek other options, however the snarky night manager unilaterally cancelled it, leaving me locked out of the hotel and without a room.
The whole thing was a complete disaster, but the snarky night manager was visibly enjoying himself. You could tell that he was a small man who had never has any power in his life, and all of a sudden felt drunk on the power he had over a tired, unfortunate guest.
I ended up leaving for another hotel, and will never step foot inside another crappy Citizen M property ever again.