Very disappointed. I’ve used them many times over and though there were a few problems, none were as ridiculous as this. Our team was responding to assist for Hurricane Helene and I needed to get rooms secured while finding out where we were to be dispatched. Given that the last few places I was looking at had booked while I we were on our way, I booked two rooms for a week (this is where we were initially told our team would be assisting) and paid for the insurance in case things changed. The same day of the booking, I was advised that we were rerouted south… I tried to cancel the booking and was not successful, so I checked in letting the front desk know that we only intended to stay one night. They said I needed to speak with Hotels.com. I was able to chat and they told me that since I checked in, I was committed to the week long bookings. This was absurd to me, committing to a night or two, I can understand, but obligating me for the week after paying insurance, which I would not have done if I knew it was only if there was a delay, not a change, why would I pay an extra $50/room the same day we were arriving. The chatbot or person on chat assured me that they would attempt to speak with the manager at that site and would update me either way by the following day…. Crickets…Couldn’t even let me know if the answer was No… driving to job sites all day with our bags in the truck. I’m just done, I will be happy to pay a few more dollars for rooms just so that I don’t have to deal with this bait and switch BS. Two stars because I have to hold some blame for myself in this situation.PS- the room has bugs, walls are paper thin, room gives the feel of an asylum, unmanaged parking lot (cars blocking the driveway, people drinking and being loud through out the night), but the front desk lady was cool.Update, later, the hotel also advised that it was up to Hotels.com to issue any solution or refund, that the hotel was not part of the decision making process, but Hotels.com would often place blame on the hotels to take the heat off of themselves. We were also evacuated due to Milton and had to cram 8 people into a 3 bedroom house for a week through the hurricane, which we lost power, hot water, etc. In the end I preferred the crowded and uncomfortable conditions to dealing with Hotels.com
