Decided to go with Hotels.com as I had 2 x $100 coupons. I had reserved the Hyatt regency pens landing with them, only to find out it was the wrong hotel. I called Hotels.com and the sales agent said ok you can change the reservation and reapply your coupons, but let's make your new reservation first. I said I didn't want to do that, that I wanted to make sure I could cancel the other reservation first as during the reservation process, it says no cancellations. He assured me it would be ok. So he made the new reservation, I said he was charging much more than the advertised price on the website, and he said that was due to taxes and fees. So he transferred me to customer service to do the cancellation of the first reservation, and to apply the coupons to this new reservation. Well, guess what, that was all hoo-ha on his part. There was no guarantee I was going to be able to cancel, the coupons are not re-applied. I have to wait 3days for new coupons to be issued, then call back and try to cancel that new reservation, and rebook it, using the new coupons. Later, I see on the invoice that he has charged me $152/ night instead of the $132 advertised on the Hotels.com website. When I asked customer service about that, they denied that it was only $132 even though I could see it right in front of me on my computer, eventually I asked to speak to a supervisor and he said I was indeed overcharged and a refund would be issued. Total nightmare, and I won't be using Hotels.com again.
