After being a frequent guest at this particular hotel, I attempted to modify my reservation less than 24 hours after making it. Unfortunately, neither Hotels.com nor the hotel itself was willing to work with me to resolve the issue. As a result, I ended up being a no-show and was still charged in full for a service I never received.
I hope they enjoy collecting payment without delivering anything in return—but rest assured, they will never see me again at that location.
As for you, Hotels.com: if you’re unable to mediate or assist in resolving simple issues between your customers and your partners, then what is the point of booking through your platform?