Hotels.com customer service is terrible and does not stand behind their product. They listed a "hotel" on their site which was nothing more than someone renting an apartment in a sketchy apartment complex. In addition, we were locked out and couldn't get in. We called the contact number and they confirmed we got locked out. We had to find another place to stay, but they still billed us for the night. I requested a refund 7 times over 30 days, but only got the response "we're looking into it" each time. Hotels.com has really deteriorated. You can't trust their bookings and they don't stand behind their service. We still haven't gotten a return call or a refund.