I have to say I have only had really good experiences with hotels.com customer service. One time I had to cancel a hotel and missed the cut off time for free cancellation by just a few hours and they still honored it. Another time I needed to shorten the stay by one night but for some reason the app wanted me to cancel and re-book (at a higher price). It wasn't the most ideal solution - get charged for the extra night but then receive a refund later - but it was still a solution nonetheless and they were really quick to find it. I've also found their customer service reps very friendly, I'm really quite happy with them
