Although I booked and paid on hotels.com, they charged my card the full price at check in and even yesterday were like “oh well, I can’t fix it, you’ll just have to give it 3-5 days, promise, if you ask again I’ll just tell you the same thing”. So 7 days later I have still not yet been refunded. My card company is aware, so I think it will get done one way or another, but it can’t be that hard at check in to see a guest has already paid