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Original Comment This is the worst service I ever had. I made a reservation online @hotels.com on 3-15-14 to go to New Orleans to the Essence festival. Hotels.com sent me a confirmation letter with the hotel cancellation policy listed. If I cancelled before or on 7-2-14 @6pm the cancellation was free. I cancelled on 6-25-14 and did not receive a cancellation email. On 7-7*14 I was charged for two nights stay by the hotel. I contacted Hotels.com to clear up the matter. I was told that you cancelled and should not be billed. I called the hotel and they told me to contact hotels.com to have them clear the matter up because they cannot see the cancellation. I spoke to a Lin, on 7-7*14 who told me the manager at the hotel was not available and they needed to speak with them to clear the matter up and she would call be back in 24hrs. Lin never called. I called back on 7-9-14 spoke to a Toni who attempted to call the hotel and told me the same thing. I never heard from her. I called back on 7-10-14 spoke to a Caleb who told me that his supervisor Eve told him to send my information over to the head office and hotels.com would reimburse me and it would take 72 business hrs and he would send me confirmation email. I never heard from Caleb or received the email. I called on 7-14-14 and spoke with a Jennifer who had no clue what was going and and did not ever bother to look at the notes on file. I asked to speak to her manager and she hung up on me. I called back spoke to a same who gave me a reference # and told me they needed the debit card number to issue the refund on and it would take 7-10 business days. I have yet to receive a refund called back on 7-18-14 and was told there would be no refund per the hotel. This company should not be allowed to do business with anyone tell all your friends to contact a hotel directly and bypass these third party vendors.

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