I couldn't arrive on the day of check in, so I called the hotel myself, to warn them that I would not be able to check in, after more than 20 minutes waiting on the phone, I gave up.
Then I called the hotels.com help line, I was promptly answered, and the representative was very helpful, he asked me to hold on the line while he contacts the Azimut hotel.
After about 25 minutes, the representative came back to me and apologized for the time I waited, and informe me that he wasn't able to contact them, he also waited in line for a while without any answer from the hotel.
He said that he will e-mail the hotel explaining that I couldn't make the check in, and, will also ask the hotel for the possibility of a refund of the night that I lost.
When I arrived at the hotel the next day, I explained the situation to the Front Desk respresentative, and he said that if he is working with a guest, he will not pick up the phone, and I also asked about the night that I lost, if was possible to refund it, he said it was OK and he will credit my card for that.
That never happened, I got charged for the night that I lost.