I cancelled a hotel within the timeframe and am eligible for a full refund of £3, 000+. Three weeks later, 6 calls later and 5 emails later I still have not received my money. I am told every time I call that my situation is an isolated case, they apologise and say my matter has been escalated to the highest tier. I have been told I will hear back within 24 hours, 48 hours, 7-10 days or whatever they decide. Not once has anyone from hotels.com called me or responded to any of my emails. I have done all the chasing at considerable expense - each call takes approx 45 mins. I'm fed up with repeating myself and being given promises and reassurances which never materialise. Having looked at other complaints, my issue is clearly not isolated. Something is very wrong here.