We had a trip to Spain planned in early May 2020. Due to COVID-19, our flight was cancelled. the airline and two other hotels gave us a refund on non-refundable tickets due to the crisis. Hotels.com refused to give us a refund. Instead, they claimed they tried to work with travel partner and got us a voucher good for one year at same hotel. the hotel told us we could have a FULL REFUND of our monies!! Yet, Hotels.com claimed they worked with the hotel and could only secure a voucher.
Even worse, Hotels.com has our money - not the hotel. so, the hotel can't refund us. Hotels.com is impossible to reach by phone. They claim to be so responsive; yet in reality, they are not. Do not use Hotels.com. Beware of their tactics!