I've been disputing with Hotels.com and Choice Hotels over a stay I had paid for. I called the hotel to request a late check in (they'd done this for me before) and was told it was fine and they would hold my room until the next morning since it was already paid for. When I arrived the night auditor (who I spent 15 minutes rousing from his nap with banging, shouting, and calling the front desk phone) told me I was a no show and the person I spoke with earlier was wrong and basically I was SOL. Hotels.com didn't want to take ownership and couldn't reach the management of the hotel. I pressed the issue and they did finally reach the hotel who told them they held the room for me until 8am and I never showed up so they won't refund me. I then sent them Google location history proving I was there at pretty much the exact time I said I was there for exactly 15 minutes before departing. They sent me the same copied and pasted email siding with the hotel even after I'd proven they lied to cover their own asses.
I have repeatedly given Hotels.com the opportunity to reimburse me with OneKeyCash rather than process a refund and they have refused to do so.
I reached out to Choice Hotels as well to tell them about my awful experience and they didn't seem to care too much either. I will be reaching out again to them and disputing the charge with my bank.
I am extremely upset about how I've been treated through this entire process, as if this is some scam I pull to not stay at a hotel in order to get refunded my own money when the truth is it's absolutely ridiculous that I was assured I could arrive and check in late and then not only turned away and forced to sleep in my rental car at 4am but basically being burdened with proving my case and being called a liar even when I supply ample evidence such as call logs and location history.
Just a word of caution, if a Hotel screws you, Hotels.com will not do a damn thing about it. They have permanently lost a customer and I hope this makes others rethink using them as well.