we booked our room for a four-night stay and arrived to find a wonderful hotel. we decided to shorten our stay by one night. it took several attempts to reach a customer service representative. (no one could hear us, and we were hung up on when they could) the man we spoke to said that we could check out early and that after confirming our departure with the hotel, we would be reimbursed for that night. after checking out, we called hotels.com and were told that we could not receive a refund. we would have stayed if we had known. we will never use them again. they are not even based in the usa