I've used hotels.com for years. I liked the fact that reviews there seemed to be real, requiring the author to have actually stayed at the property, unlike other review sites such as Google and Trip Advisor. However, one bad stay has completely changed that. I left a 1-star review for a property I visited but they refused to publish it. The automated email I received cited possible reasons being profanities or mentioning the price paid, neither of which I did. I resubmitted the review two more times but the same refusal email was received. So now you need to bear in mind that hotels.com reviews are as skewed as any others and can't be trusted.
