I'm a produce broker and today I booked a Hotel for a Customer at $300 a night in Key Largo Fl set for two weeks from now with Hotels.com
.. a few minutes later my customer asked if he could stay in Key West instead (90miles south of Key Largo) and of course I told him it wouldnt be a problem.
Well I called Hotels.com (five minutes later grant you) to inform them that I would like to cancel the original room in Key Largo and re-book another (more expensive room, grant you) in Key West.
They told me that I would have to pay a penalty fee of $300 (the cost of one night at the original Hotel), and then I could cancel and re-book in Key West.
Long story short ...After a long battle and a lecture on how good brokers do business from me, the "Supervisor" gave in and cancelled the original room, on one condition....that I rebook with them at a more expensive hotel in Key West. (which is exactly what I wanted to do in the first place!
Lesson: Book hotels direct or at the very least never deal with these assholes at Hotels.com!