Booked a hotel through Hotels.com with "free cancellation" but now they're saying I have to pay! How can I dispute?

• Review the booking agreement before disputing a hotel charge. While "free cancellation" may imply a full refund, the reality is more complicated.

• First, check the hotel's cancellation policy. Policies vary by property, from no penalties for cancellations within a certain timeframe to fees or full charges for late cancellations or no-shows.

• Understand any fees or penalties in the fine print, especially regarding cancellation timing. Even if "free cancellation" is advertised, some hotels may charge for late cancellations.

• Gather confirmation emails, booking details, and cancellation policy screenshots if you think the hotel or booking platform overcharged you. These can support your claim.

• Explain your situation and assert your rights under the booking terms to Hotels.com customer service immediately. Explain why the charge is unjustified, citing any discrepancies between the advertised policy and the actual charges.

• Prepare to negotiate and be polite. Customer service representatives at Hotels.com have some flexibility in resolving disputes despite their policies.

• If you think the charge is fraudulent or violates the terms, escalate your complaint to Hotels.com management or dispute it with your credit card company.

Feel free to share further information or insights or submit your complaint in the comments.