Hotels.com is fine until you actually need to change or cancel something. A mere couple of hours after making a booking and realizing I had chosen the wrong dates, I went back to try and fix the reservation and got launched into an almost comical (if it weren't so expensive) back and forth between Hotels.com, who claimed to be unable to reach the hotel to get approval to change the reservation, and the hotel itself (whom I called to see if I couldn't get ahold of them) who told me that Hotels.com did not need to call them to process any changes and that because I had booked through them, they were unable to make any changes on my behalf (which is fair enough). Called Hotels.com immediately after speaking with hotel, and they claim they still can't get ahold of the hotel that I was just on the phone with. If I had two phones, I could probably have still have been on the phone with the hotel at the same time as being on the phone with the Hotels.com operator. Instead, I am told by the agent that he's going to cancel my reservation and then try to escalate it within his group, which can ONLY be done if the reservation is canceled FIRST. I am pretty sure that they are going to charge me fully for the canceled reservation at this point and blame the hotel, who claims they should not need to be involved in the cancellation or fees. Using Hotels.com has perhaps single-handedly ruined my honeymoon because this simple and honest mistake that blossomed into being charged full price for absolutely nothing (and poor service to boot) means that I need to cut other things out of the budget that we were really looking forward to. Do yourself a favor and avoid Hotels.com where possible, although they're such a monopoly at this point that I realize that's difficult to do, so at the very least, triple-check everything before booking with them, because heaven help you if you need any kind of help or modification!