I have been a Hotels.com member for many years. I had to cancel a room that was booked in Canada since the border is closed and thought it was a hotel in Buffalo NY anyways. A live person for Hotels.com was very difficult to get a hold of. They didnt have my confirmation number up for 3 hours to put in for the cancellation. Called hotel and they canceled on their end right away. Hotels.com has my money and wont refund until they do a 2 week investigation. Are you kidding me? Operator was very rude when I finally got a hold of someone