I travel a lot and when it comes to online hotel booking websites, hotels.com is (was?) my first choice. I've even made it to their Gold status. Last month I made a reservation for 14 nights at a hotel. I had the option to prepay or pay on site for the same price. So I paid at the hotel. I ended up staying for 13 nights instead of 14 nights. Initially I got credit for all 14 nights from hotels.com. When it came to their attention that I stayed one less night, they didn't remove one credit, but all 14!!! So I don't get any credit for the entire stay, simply for checking out one day early. When I contacted customer service, I was told this is company policy. I find this to be very dissatisfactory. Considering their rewards program awards 1 free night for every 10 nights I paid for, this lack of credits represents one free night (and some). I understand that the night I didn't stay was removed. But not all 14 nights. BTW, I did not get any credit for the stay from the hotel's reward program, because it was booked through hotels.com. So there's no double-dipping.