After booking this hotel for a friend traveling in the area and paying for it in full on Hotels.com our friend had to pay a second time when she arrived at the hotel. After attempting to contact the hotel to no avail we contacted Hotels.com and they were no help at all, telling us that they had tried to contact the hotel directly but were unable to do so and therefore they were handing it back to us. How the hell are we supposed to contact them when even Hotels.com can't get to speak to someone. Pointless exercise all round. Thanks for nothing Hotels.com, we will think very hard before using your services (sic) again.