I booked two rooms at Hyatt Place Peña Station/Denver Airport through the Hotels.com app and prepaid in full. However, when I checked in, the hotel charged me again directly. Hyatt only refunded one room charge and claimed they released everything, but my credit card statement proves otherwise. I provided Hotels.com with my statement multiple times, yet all they did was tell me that the hotel would contact me — which never happened. After waiting over a week, I reached out again, but Hotels.com had no record of my complaint and simply asked me to resend everything. It has now been over a month of repeating myself, resending documents, and receiving nothing but apologies with no real solution. This is not just inconvenient — it’s negligent. Hotels.com failed to protect me as their customer and ignored clear proof of double charging. Hyatt failed to return my money despite admitting the duplicate charge. I expect an immediate refund of the outstanding room charge and a formal explanation of how both companies allowed this to happen. Until then, I strongly advise other travelers to avoid booking through Hotels.com, as they do not stand behind their customers when things go wrong.