We had booked this hotel as a stop over from Spain. However on the way we knew we would be late, so called to arrange a later check in time and was told we couldn't do this, even though on the hotel.com site it stated we could call to let them know we would be later. So on that note we decided to cancel the room, again according to Hotels.com we could cancel before 3pm. We called around 12.30 and the person was very stroppy, and said yes I'll cancel your room, then asked what time if we still wanted a late check in would we want, and when told a rough time they then said they would cancel the room. However I have returned home and found that we have been charged for the room, when it clearly stated we could cancel on the condition we did this in time. SO they wouldn't let us have a later check in time, and told us it was cancelled but hotels.com still charged us. Another great service, from both parts. Not a happy customer!!!!!