My wife's flight home got cancelled so she took an earlier flight to beat the storm. Unfortunately, that flight got her into Charlotte, NC at 2am instead of back home to Raleigh. At 11 pm i went to Hotels.com to book her a room at a hotel near the airport since she cannot see well at night. I picked a hotel within 2 miles of the airport and booked it through hotels.com's website. Then the electricity went out at my house. When my wife got in she could not find the hotel after driving around for an hour so she went to the first hotel she could find and went to sleep. The next morning she found the hotel I had booked only to find it was still under construction, not scheduled to open until spring of 2012. The next morning with my power back i was able to see the confirmation and they had booked her at a hotel of the same name clear across town. Mind you she does not know her way around Charlotte. When I called hotels.com's customer service line they twice put me on hold and never came back. On my third call, which took close to an hour to conclude, I was informed that since the hotel said she was a no-show they would not refund the money. I told them it was not the hotel's problem but theirs since they listed an address for a hotel that had not even been built. They still refused to give a refund.
Do not use hotels.com beware
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