I booked a three night stay for my daughter’s dance competition. Because we did not have the schedule at the time of booking the hotel, I made certain to select the refundable rate. When I found out the schedule I learned I didn’t need the final night of my booking. Despite it being six nights before check-in, Hotels.com was “unable” to cancel the single night without canceling the entire reservation and ‘re-booking’. Well, the hotel was fully booked and they were unable to resolve this for some reason despite multiple contacts. They told me to check out one day early and to tell the hotel they approved the cancellation. The hotel looked at me like I was nuts and never processed a refund even though I did checkout one day early. Terrible site/app and very disappointed that hotels.com wouldn’t just admit it was their error and refund me the one night stay anyway. Would have kept me as a customer if they had offered ANYTHING!
