before the arrival, I made the reservation and the payment on hotels.com . When I arrived to hotel and asked to reservation about my reservation, they said they didn't receive any information about me. They gave me a room anyway. The room was too small. Just enough space only for the bed. I can even hardly walk inside the room. and also the room had NO WINDOWS. Lack of oxygen. When I was checking out from hotel, the reservation said I need to pay for the accommodation. Anyway I paid. and I called hotels.com, and I gave the phone to reservation to talk about the situation. It turned out hotels.com didn't send my reservation(also payment) info to the hotel. Anyway after the phone call, they sent the info. and I got my money back. As a result it was a collaborative bad service of the hotel (cuento) and the site (hotels.com).