I recently traveled to a college town to do some volunteer work. After the event, it was too late to drive home so I decided to find a hotel. I surfed the net and found a great deal on Hotels.com. The room was $30 cheaper than what the hotel was offering so I booked it. Being late in the day, the room was prepaid – no problem. At least until I got to the Hotel. Although they had my reservation, they did not have my rate since “we only get updates once a day from our booking partners”. OK, I thought, I’ll get it squared away tomorrow. In the morning, a hotel bill showing a balance due was left under my door. I took it to the front desk and they assured me I would not be charged for the room again. I asked for a ‘paid’ receipt and they could not provide it since ‘their system doesn’t do that’. Really? A great hotel, with good service until you get to the transaction. I kept my receipt and will follow-up to make sure it gets charged correctly. As for the hotel, I guess they don’t realize that the customer experience is more than the room and amenities. When it comes to full service, they apparently have ‘checked-out’.