Canceled our reservation 4:45PM on the day we were checking in, between the time our plane landed and we arrived at the hotel to check in. The room was paid in full 5 days earlier, I was told that we should see a refund in 7 to 10 days. No compassion, no apology, just "It's out of our control". Things happen that are out of our control, but the hotel could have offered to help us find a different hotel. They could have acted like they were sorry for the inconvenience. The front desk checked in a couple before us and had 2 waiting behind us. We had to sit in the car and scramble to find another hotel in a city we were not familiar with, yet everyone else seems to have gotten their room just fine. No explanation for that was given by the hotel. They hotel was not even helpful us telling us how to get a refund, but luckily the service reps at hotels.com stepped up and helped us with that. Lesson learned, always use hotels.com to book your hotel, because some of the hotels out there do not offer the same customer service that hotels.com offers.