I arrived after making a Hotels.com reservation and was told there was no reservation for me. I showed the hotel staff my reservation. but they could not locate my reservation. I then needed to make another reservation and directly through the hotel and paid for it. After I looked at my credit card activity, it showed I was charged by Hotels.com as well. That's right, I paid twice for my one night stay. After multiple emails with Hotels.com, they refused to refund my money they charged me for a reservation the hotel said they never received. Dealing with Hotels.com was so frustrating, I will never use them again. The worst customer service!!!!!