I don't know if it was this hotel or Hotels.com, but my booking was lost. They wouldn't even try to work me in, they just kept saying that the reservation wasn't there. The thing is, Hotels.com had already taken my payment. The Hotels.com employee I talked to about it didn't believe me at first when I told them what happened, in spite of having contacted the hotel. I'm never using this hotel or Hotels.com again. Lesson learned.