Hotels .com refuses to refund money even if they are or there technology is at fault. Their website malfunctioned and did not cancel my reservation. I talked to three peopl in customer service and all that happened was a repetitive statement of theirs comapny no refund policy.
After going to the BBB website, I found that Hotels .com had 1139 reports from consumers that were unhappy unough to file a report.
All of the responses start off with the same first sentence which means they EXPECT complaints about their customer service and policies and most likely use mistake as a line item revenue stream.
Hotels.com is a huge ripoff and scam. DO NOT USE THEM TO BOOK YOUR RESERVATIONS!!!!!!! They are a subsidiary of EXPEDIA.COM