Due to a medical emergency, we did not get to stay; however, due to the policies of Hotels.com, they would not let us cancel and said not only did we have to pay the hotel charge, but if we cancelled, we would have to pay $195 in hotel fees from the hotel. Hotels.com never offered us to change the date or a credit as we are loyal Hotel.com customers. So we drove to the hotel, checked in and checked right out. The nice lady that checked me in was very compassionate and said that had booked thru the hotel directly, she could have helped us out and waived any fees. So $195 down the drain. That’s what I got for being a loyal customer which I’ll start directly booking thru the hotels and use our AARP discounts from here on out.