We really wanted to give a good review, but our experience with Hotels.com made the whole weekend a mess. We booked through the site, showed up to check in, and the hotel had no record of our reservation at all. It didn’t just happen once—it happened twice in the same weekend, which has never happened to us before and hopefully never will again. Both times, Hotels.com showed our booking as confirmed, but the hotel was actually overbooked and had to cancel it, and while they refunded the money, it still had to go through their processing timeline. That meant we had the full cost of this hotel charged, plus the full cost of the second hotel we ended up staying at, leaving us out over $1,000 before we even had a room for the night. We made it into Billings around 6 p.m. and didn’t actually get a room until 11 p.m. because we spent hours on the phone trying to sort things out and searching for anywhere with availability. The staff at the hotel were friendly and not the issue at all—it was the booking system and Hotels.com’s process. Their automated chat drags things out before you can reach a real person, and even then, all they can do is cancel the reservation and start the refund. Overall, it was a stressful, expensive, and completely avoidable situation.