As a military personnel, I had to cancel my reservation with a last minute operational duty change in the army unit. Although the Hotels.com rep & I tried to reach the hotel by phone, we could not do this in the first two hours of reservation. Then, after 3 hours the hotel decided to answer the phone and said that its too late for a cancellation. I've already raised an expense objection to my bank as I did not receive the servie I had paid for. Do not recommend this hotel as they leave no flexibility for customer satisfaction.