We pre-paid our bill through Hotels for a charge of $377.55, AND was incorrectly charged again for $136.25 to stay at the Bel Aire West Hotel, advertised as a 4-Star hotel, with gourmet meals and King-size beds. However, upon our arrival, the absolute opposite was true. We were given a room with a full size bed, hard as a rock, there was NO room service for the three days we were there, no fresh bed linens (there was still long, black hairs stuck in the unwashed comforter from the last guest), no fresh towels, no trash picked up. There was no coffeemaker, no coffee. In our room there was a fridge and microwave, however, no plates, no silverware only plastic ware. There were NO gourmet meals. They served velveeta cheese in the omelettes and the ham for the Thanksgiving dinner was as tough as leather. The heater did not work properly, it took serveral hours for the room to heat up. We were told that we could not get our money back, because we had pre-paid through Hotels And it is impossible to find another hotel on Thanksgiving weekend, so they knew we were forced to stay there. Upon going to the manager, Cliff Singleton, his response was to only laugh, and then argue with me. At first he tried to claim that we never stayed at his hotel. When I was finally able to reach him to describe our horrible experience there, Mr. Singleton continued to laugh, be beligerent and argue that he was not responsible for correcting the 4-Star rating for his hotel and that Hotels.com was responsible for changing that rating. It seemed he was used to screaming at customers the way he was screaming at me. Then on December 1, 2003, long after we had checked-out Thanksgiving weekend, Mr. Singleton charged us again, for $136.25, claiming we did not show up to his hotel. But we were there for three horrible days! I called my bank to let them know that I was now being double billed, when we had already pre-paid with Hotels. I can only fill out a complaint form. Meanwhile, Mr. Singleton is allowed to take $513.80 from my account which is not legally his! THIS PLACE IS A FRAUD AND A NIGHTMARE!!!!