I reserved a hotel in Key West through www.hotels.com prior to a trip. I reserved and received confirmation of one room with two beds- a queen size and a full size bed. Upon arriving at the hotel, I found that Hotels.com via their parent company, Expedia.com, sent the hotel information stating that a room with one bed was reserved. Needing more than one bed, I spoke with the hotel staff who confirmed a room with two beds was not available at their hotel as well as their sister hotels in Key West. I ended up having to reserve a different hotel on the other end of the island through Hotels.com and left to check in there. I called Hotels.com customer service to discuss the issue and was told by the rep that I would receive a return call to resolve the issue within 24 hours. I never received that call and ended up calling back the next day to Hotels.com and, of course, had to start at the beginning of the issue as if I had never previously called. I was once again told I would receive a response within 24 hours. Hotels.com cancellation policy states that you must cancel within 24 hours or you will forfeit one night of the hotel cost, (in this case $215). This was clearly not a cancellation situation, but rather a mistake on behalf of Hotels.com that could not be corrected due to no rooms with two beds being available at the hotel. However, they initially refused to refund the cost of the entire reservation for all nights reserved, (upwards of $850). It took multiple calls over a couple weeks to finally receive a credit of the charges made to my credit card, but Hotels.com refused to refund any of the one night "cancellation" fee.
In speaking with my credit card company, I learned this is common practice by Hotels.com and I was luck I received a credit of any of the charges even though Hotels.com was at fault by booking the wrong room.