Hotels.com utterly failed. I had made my reservation, paid a nonrefundable fee, and received a confirmation email. However, hotels.com was having “computer issues” and the reservation info didn’t actually cross over to the hotel. The hotel needed a confirmation number, but hotels.com no longer supplies one. When I used the app to try to get help, my only option was the virtual assistant, and it kept saying there was no record of my reservation. I could not find a human to talk to. It took me nearly 2 hours to finally find someone, and I’m still not 100% sure that they refunded me. This is probably the last time I will ever use hotels.com. The hotel itself was wonderful and the staff very accommodating to the best of their abilities.