I booked a hotel with this company, only to receive an email from the hotel itself informing me that they had no availability and that it was the second time in as many days that www.hotels.com had booked when availability was zero.
Whether this is as a result of incompetence or dishonesty on behalf of www.hotels.com is irrelevant - it caused stress and inconvenience as plans needed to be changed and a re-booking made late at night. Would Never, ever, use again. Too much risk.
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