Hotels.com is one of the worst businesses that I have encountered.  I purchased a hotel for 200 dollars a night with a refund possible. I looked on Hotels.com website again on the same night that I was to stay at the Hotel at, It was 20.00 cheaper than previously posted.  I asked for the adjustment as they guarentee the best prices.....so you would think they would give me the 20.00 credit since it was advertised at their own website. They said that they would have to personally call the Hotel and see if they could cancel the reservation.  They stated that the hotel said No. I called the hotel, it was directly at the hotel site.......not another business handeling it.  They told me that they never recieved a call and that they wouldn't ever get a call regarding a cancelation because Hotels.com holds the money and the contract.  So the manager from Hotels.com put me on hold to pretend that she had called the hotel and then she lied to me.  I told the manager that I would never use this website again if i wasn't refunded the 20.00. My offer was a 40.00 credit to use their website again.  No thank you!  The hotel its self offered a better deal than Hotels.com.  I told that as well to the manager at Hotels.com and she said that is a good deal and still wouldn't help me.  Lesson: Always use the hotel website directly unless you are doing a package deal with something like expedia. I have had wonderful experiences with Expedia.

SuzieN