has anyone had a problem with hotels.com?

I booked through them for the 1st time a couple of weeks ago. I was supposed to be going to Vermont this weekend to visit a friend. I can't go b/c both DS and I are sick. We were supposed to check in Sat. and leave Sunday. I went online to cancel my reservation through hotel.com and they are telling me I will still be charged for the room b/c that is the policy of the hotel we were going to stay at. My card was also already charged in full. I called the hotel itself and they not only dont have my reservation anywhere in their computer they said we have until 6 pm the night of check-in too cancel. it's the Red Roof Inn...they dont have strict policies. Now I am on the phone with hotels.com where the people barely speak english trying to get my money refunded

Re: has anyone had a problem with hotels.com?

I haven't had a problem with them, but my DH had a similar problem... he also had people on the phone that didn't speak english, he said their customer svce was TERRIBLE! ... i think he ended up disputing the charges on his cc.... I will check with him later though.