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I have used hotels.com several times. The hotels were always what they were supposed to be and I was upgraded on at least two occasions to a better room and once to s suite. I did have an issue once in ft lauderdale when the hotel thought I only had one night booked instead of two. I simply showed my confirmation and it was honored.
I booked on hotels.com once and then had to cancel. They refunded my money without delay minus their cancellation fee, which was clearly stated upfront.
But I can usually find lower prices elsewhere.
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