My wife booked five days in a nice hotel in atlanta, unfortunately she booked through HOTEL>COM
After four nights we had to leave due so illness, son admitted to hospital, (good reason i think),
The Courtyard by Marriot, informed me that IF hotel.com would give me a rebate on last two does, they would do same and refund many,
When we contacted Hotel.com, they said NO.
They had our money and they were happy it seems.
When we (without getting mad) that we could not use them again then,
They said basically, have a nice day,
My advise, use these online sites to FIND hotel but DO not use them to book the room,