2/10
We had an emergency flight cancellation and got stuck overnight, spending hundreds of more dollars and unable go get to Cancun until the second day. Communicated with hotel and hotels.com immediately, just after cancellation policy. No one got back to me. I'm being charged anyway. Also communicated upon arrival with both hotel and hotels.com. At some point, we have to be human beings and be understanding, and I will never stay here again, and don't recommend it for a variety of reasons, and don't recommend booking a place with hotels.com and Expedia. Very poor service all around.
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