This was a total ripoff by both the motel and hotels.com. I reserved two rooms with two queen beds each. I wound up needing a back operation and called hotels.com to cancel one room and change the check- in date for the other. Hotels.com assured me that this was done.
When my daughter got to the motel, she found that hotels.com had not, in fact, changed the check- in date and I would be charged for the extra day unless hotels.com contacted the motel to verify the cancellation.
After three hours of chatting with a hotels.com representative (including twice being disconnected), I was told that the motel and I would receive an email within 15 minutes canceling the extra day. Neither of us received it, so back to another chat. This time the rep called the motel but the manager said no to the cancellation even though I had just been told to have hotels.com call.
Finally, we accepted the extra charge but when she got to the room there was only one bed for her and my two grandsons. When she went back to the office to complain, they called the police on her and charged her for another day in the room even though all she did was open the door and see that there was only one bed.
She wound up staying at an AirBnB.
Nothing but lies and ripoff. I have the transcripts of the conversations with hotels.com to prove what I am saying.