Don't trust Hotels.com or the hotel for the free cancellation promise!
I needed to delay my check-in by a day, and Hotels.com simply didn't manage to contact the hotel. I did manage (after insisting a lot!!), But they didn't accept my contact as the reservation was guaranteed by Hotels.com, according to them.
In addition, the hotel kept my passport by mistake for 5 days at the reception and didn't bother to let me know. I missed an international flight for this reason.