I have traveled a lot over the years for sporting events with our kids.So after arriving at the hotel w/the family (after several hours of driving/late) The clerk informed us we had no room (already paid for/ reserved in advance/ confirmed). I was told the hotel was booked and when we asked how that was possible, I was never given an answer. I was also told the hotel tried to call me "all day" but claimed I had left no valid phone number- in which I showed them my confirmation which clearly listed my phone number (& email). They "said" they had my # but there was an extra "0" at the beginning of the 10 digit # (still valid if you read like a normal #). But No attempt was made to call hotels.com to ask them to reach out to me, etc. We were told this happens 1x in a million, yet others from our sporting team also were left w/no room here having to find another place to stay. Hotels.com attempted to reach out to the hotel the same night to find out where the miscommunication had occurred (& to process our refund) and was hung up on several times. POOR SERVICE!. We ended up at Hampton Inn in Waldorf, MD who was also booked. BUT, when we told them what happened, they released one of their rooms for our family and accommodated us even though they were at max capacity as well. We had begged Holiday Inn to do this & they refused! We won't stay at Holiday Inn again & I'd recommend NOT staying at this location as they will give your reservation away and overbook the hotel.