We arrived and found out there was no hot water, due to a maintenance problem. We obviously did not want to stay.
The desk person was very willing to cancel our reservation and refund the payment, but she could not do that, because HOTELS.COM / EXPEDIA made it impossible!
So you, Hotels.com, took $115 or so from me, for a stay in an uninhabitable hotel, and the hotel itself was not allowed to refund it.