Hotels.com Review

I am editing my review after getting a response from the email customer service at hotels.com.  After a mechanical break down kept me from reaching my destination, a telephone customer service rep. refused to allow cancellation, even with a fee. When our car broke down en route, the customer service agent was not in the least bit understanding, even though I offered to provide a AAA service number to prove there was no physical way of continuing the road trip to our planned destination.  However, I later emailed the customer service link and within 24 hours was told the cost of the trip would be refunded. If you encounter a problem with hotels.com, don't bother calling. The email reps are much more reasonable. After dealing with the email rep., I may use this booking service again, as the prices seem pretty reasonable.