Despite having status with Hotels.com (I believe owned by Expedia) I received terrible advice and nil refund for an approximately 3 week European booking last year - I was cut off many times by their Priority Customer Service - when I eventually contacted the apartment provider directly they told me they had told Hotels.com different information to that told to me by Hotels.com. Interestingly despite Hotels.com taking the whole booking amount and refunding nothing they also refused to provide loyalty nights. I was lucky in the end that I was able to convince my insurance that I was entitled to claim.