A Bit Confusing

While the author invites intrigue with an unusual story, it was sometimes not clear what the characters were referring to as their thoughts vaguely referenced something. Speaking of thoughts, the POV view would shift between characters in the same chapter, which was rather jolting. My bigger complaints: Characters change too much and for no apparent reason. How did the villain get past the hotel cameras? Why was the main character, Tess, always blaming herself? I will say that the twist was surprising. The problem, though, is that she draws her characters with an unsure hand that we can't fully appreciate the story.