Unfortunately, I was unable to travel due to an illness the morning of the day before my check-in so I had to cancel the whole trip. When I tried to cancel within the 24-hour cancellation window, the app was giving me a system error message leaving me unable to cancel. I couldnt find customer service phone numbers to call on the mobile App, I haven't noticed them on the laptop version either, Due to that I was unable to meet the deadline. By the the time I was able to make several google searches to obtain a phone number for live customer support it was less than 24 hours till the first day of that check-in. Apparently Hotel.com never bothered to cancel the second day either, so now I have 2 days on my bill. I did contact the hotel directly several hours before initial check-in, they said they were unable to cancel it since I booked and paid through Hotel.com and that Hotel.com have to refund it
I have used Hotel.com for several years and trusted and relied on their bookings, at times I have had to cancel, fortunately their systems worked those times. In this case their lack of contact numbers or availability for a plan B or plan C cancelation method has cost me a few hundred dollars, since the actual Hotel showed promise of being helpful had Hotel.com not been involved, this would not have been an issue. I have learned my lesson from the lack of support.
I would have much rather sent this to a customer service agent, email support seems absent from the site