It was Mother's Day Weekend, and I was surprising my daughter with a visit to Columbus, OH. I extended my stay by one day and booked a room for one day at Extended Stay America, Columbus Tuttle. Immediately after my booking, our plans changed. I immediately called Columbus Tuttle, canceling my reservation and informing them of my change. I was told they had it and would confirm via email and issue me a refund. To date, I've not received the refund, nor heard back from the hotel, even though I called more than once regarding this issue. I am doubly disappointed, for two reasons; (1) that's $80+ just blown out the window, and (2) when I shared this experience with Hotels.com, you guys did nothing to compensate.me or even try to work with me through the hotel to issue me a refund. In all the years I've been with Hotels.com, this has never been my experience. I am gravely disappointed with your customer service in this instance. Perhaps this review will cause someone to actually hear my complaint, and activate a response- like actually giving me a refund.