I booked a two queen room suite through hotels.com 2 1/2 months prior to this trip but when we arrived the hotel did not have the room I had that I had paid for a LONG time ago. Plus I had purchased the insurance policy for 5 guests. This was beyond frustrating. The hotel did try to accommodate our family and although we booked for 5 people, only 4 had come so they were able to give us a king bed and couch and rollaway. The couch was not comfortable but at least we had room for us to sleep off the ground. Hotels.com is difficult to contact in cases like this. I searched for a while before finding out how to contact someone in customer service and then it was a chat box not a phone call. I have asked for a refund.