When Carol Pulido tried to check in to the Puerto De Luna Hotel in Puerto Vallarta, Mexico, a few months ago, she got some bad news.
The suite she’d reserved and paid for through Hotels.com wasn’t available.
“They said they were overbooked and no longer had any suites, but they could give us two rooms,” she says. “I wasn’t very happy with the arrangement because we wanted to keep our party together. But we went along with it.”