We booked a room for one night online, about 30 minutes before arriving (a last minute decision). Apparently, the hotel can charge a $150 CASH deposit based upon one's billing zip code. This was not information given when I booked. We arrived, did not have cash (who carries cash?) and cancelled our stay. The hotel clerk told us that he could not refund the money, but Hotels.com could and would just need to call the hotel manager to get approval. I called hotels.com, and was assured by the representative that they would contact the manager to get approval and refund would be forthcoming. It was not!! Despite repeated attempts, I did not receive a refund. I disputed the transaction with my credit card company, and while it was originally credit back to my account, 2 1//2 months later it showed back up as a charge. I am frustrated and extremely disappointed. I will NEVER book anything with hotels.com again, and I will also be closing all my accounts with Chase. Not that it makes that much difference to their bottom line, I'm sure, but this is a ridiculous way to run a business.