I have used the site from the past with no problem. Unfortunately, recently, I booked a room through the site with Fairfield Inn & Suite Los Angeles LAX, selected "Pay Later" option with free cancellation. I cancelled the reservation 3 weeks prior to arrival date, and well within the penalty-free window (48-hours). However, the hotel was able to retrieve my credit card payment info through HOTELS.COM and charged me. I have reached out to Hotels.com repeatedly and the hotel itself, is still unsuccessful about getting a refund. After hours of time wasted and lots of frustration, only to be told by an agent through hotels.com that there is nothing they can do, and it is my responsibility to get the refund back. They also told me I did NOT give hotels.com the card info, and I had to have given it to the hotel directly, the hotel with which I never had contact with. The only one who had my payment info was through the website. This is security breach, invasion of privacy and betrayal all in one! Can no longer recommend the site to anyone nor use it myself! Also, do NOT ever book the Fairfield Inn & Suite LAX. The fact they can reach out through a third party and get a hold of your payment info when they are beyond authorization, (let's not even talk about whether or not they should honor the free-cancellation policy-this is illegal), it is very alarming. Be warned!
