The individual consumer is not important.
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Hotels.com have such strict policies that they don't even offer you 24 hr refunds. I accidently booked a hotel in February, when I was supposed to book for March. Granted, the mistake was mine interely, but when I contacted them 5 minutes after placing my reservation, they told me it was a non-refundable rate and there was nothing they could do about it, as they have to honour the individual hotel's cancellation policy. Having worked in the hotel industry for several years, I appointed that at least 30% of the fee was going directly to hotels.com, and to honour common business ethics they could refund me that amount. I even suggested to move the booking to March, and offered to pay the difference, which was not an insignificant amount. Such poor business ethics is a disgrace. I filed a written complaint, and was asked how long after placing the booking I called the customer service line. I posted a screen shot to prove that I called within 5 minutes of placing the booking, which proved to make no difference what so ever. I'll never book with this greedy company again. Would recommend everyone to book with booking.com who offer as cheap rates as hotels.com.