Earned a free night at a hotel based on multiple other bookings I had made using hotels.com. Room end up getting canceled, within their guidelines, and they didn't return the credit for a free night that was already earned. On top of that, trying to get anyone to address is your issue is impossible. They say they want to help to resolve the issue but you can never get anyone to respond. DO NOT use Hotels.com, you are taking a big risk. I would also avoid using the other travel websites that are part of the same company (i. E. Expedia). It is better to book directly with the hotel.