This was not a nice experience.
Our flight got delayed, so we missed the bus and didn't get to the 15 PM ferry in time. Noted in the information we had printed out was "If you don't get to the ferry in time you need to take the next morning ferry."
We sent a contact form on their webpage immediately after we missed the bus and got to an confirmation page.
Next morning the man with longtail didn't have our names. We said we were delayed and had sent a notice. He made a call and said it was no problem. We took the boat, suprinsingly everyone had to swim ashore and then pay 150 bath each way for the boat. When we got to the desk, soaking wet and cold because of of the strong wind we got told that our room had been rented out to someone else.
"We prepaid for the entire stay?" The manager came and said "Bad for you, you loose your money." We argue, she said it was hotels.com's problem, I called but the phonelines were closed. She said "It's in the terms and conditions, if you don't arrive on time you loose your money".
She did not believe that I had sent an contact form, her reply was "We have 3 webpages, so you propably used the wrong one." I showed her the browser history with the receipt page on the contact form, and all she say is "Then it's the system that failed, it's not my problem."
In the end I cried and she offered us 1 night, and said we then had to get lost. She is the rudest person I have ever met on my travels to a total of 27 contries.