Just thought I'd tell a quick Hotel.com story I had yesterday.

Reserved a room with hotels.com -a non refundable room- for a SPG property. After the reservation, I called the spg hotel to request that my Gold status be inserted into the reservation. Many of you might be aware, but I had no idea, you do not collect SPG points when booking with a third party agency.

When I heard this, I quickly called Hotels.com and asked that my reservation be refunded (as one of the reasons I had booked the SPG property was for the points and my gold status). Hotels.com said that it was a non-refundable booking, but they did call the hotel for me (placing me on hold) and managed to have the reservation cancelled without me incurring a single fee.

Since they helped -without any hassle- to cancel the non-refundable booking, I thought it was only right for me to give them a compliment on the board.

Normally, I'd move this to the Online Booking and Bidding forum, but in this case, equal kudos might be deserved for the hotel, itself, as it apparently responded positively to the OP's request. Ocn Vw 1K, Moderator.

Good story. I have found Hotels.com to be rock solid when it comes to providing support.

Back in the winter one of my flights was cancelled due to a snowstorm... I was well past the window to change/cancel my hotel reservation. I called the hotels.com fivestar line anyway and they contacted the hotel directly and got me a refund for the first night that I'd be missing. Both the hotel and hotels.com could have told me to go pound sand, but they went the extra mile. That did a lot to secure my loyalty to hotels.com.

I used a 10% off voucher that didn't get processed correctly (the first after booking quite a number of reservations through them).

One call, and 15 minutes later, I had a refund. I was expecting the worst.

I've been thinking of booking something last minute recently, and I was thinking of going through a 3rd party such as hotels.com, so thanks for the positive reviews to help me make my decision.

I travel a lot, but have never used hotels.com before (I use my points a lot). However, I have to say, after the experience, I will definitely use them again- at some point .

Ocn Vw 1K- I agree, the Westin also deserves credit for letting me cancel.

I use Hotels.com when travelling to smaller cities or when I want to book a non-chain hotel. Their service has been very consistent over the last few years (even before I became gold with WelcomeRewards). One of the things they do best is mobile apps. Their ipad app is rock solid and by far my favourite travel app.

I've used hotels.com quite a bit. Not a single problem so far and they were very helpful when I got to HKG one day late due to a flight cancellation. They refunded my missed hotel night at once.

Am I correct in thinking that Hotels.com is just a brand of Expedia, and that they're the same company behind he scenes? Hotels.com seems to regularly have 10% off vouchers so I've used them a number of times ... Expedia doesn't seem quite so generous.

Ive always gone straight to Booking.com, but just been to Hotels.com to look for accommodation for an upcoming trip and have made a booking through them thanks to your review! Thank you.