I paid for a room and received a confirmation number. My son arrived to the hotel at 11pm, and they had no record of his reservation. They told me that Hotels.com OVERBOOKS the rooms with the hopes that someone will cancel. My son, who just turned 18, was stuck in the middle of nowhere late at night and the young man at the desk of the Hampton Inn told him he had no record of his reservation and it essentially wasn't his problem. No assistance in finding another room in a mostly booked town. Hotels.com, you can do better. Anything for a buck I guess.