My complaint is not with the hotel or our stay itself - the accomodations were perfectly fine. My disappointment was in the unwillingness of neither the hotel manager nor Hotels.com to help resolve a perfectly innocent mistake in the original booking. At the time of the booking, I reserved a room with my credit card, to be paid upon arrival at the hotel. A few hours later, I edited the booking to pay for the hotel with Hotels.com reward points instead, but somehow this inadvertently created a double booking which I was not aware of until we signed in at the hotel. Upon arrival I was informed I had two rooms reserved and despite my complaint, they charged my card. I was told more than once it was past the cancellation period, even though there was no way I could have cancelled a reservation I was unaware of. Despite several emails and submitting documents to Hotels.com, they were unable to refund my points as they stated there was no record of the double booking. And despite the hotel's subsequent ability to rent the extra room for two nights to the friends we were travelling with after their air conditioning unit malfunctioned, the manager was unwilling to even offer a partial refund. He had led me to believe there might be some adjustment after I worked with Hotels.com, but my two emails to him after returning home were unanswered.