We did not need the room after all and did not complete the stay. Forever and a day, hotel and car rental bookings were not charged to credit card until one arrived for the service.
Hotels.com charged our card immediately upon booking, several days in advance .
The cancellation policy is not clear, though in the fine print, one can find that there is a 24 hr window immediately pre stay where it is too late to cancel, losing the full room charge even if one makes the call and tries to cancel, as we did with Hotels.com. They advised call the hotel directly.
We called the hotel directly to try to cancel in advance, starting 5 pm two days prior to scheduled arrival. Front desk indicated that the manager Frank could help us out, but was already gone for the day. We were given his work times for the following day and advised to call back. On two calls that day and again early on the next day, the day of our scheduled check in, we were told the same thing, that he had gone to lunch or had stepped out for an hour and a half.
Upon calling on the following day, same story! The manager NEVER took any of our multiple calls! We never got a chance to speak with him.
We are very disgruntled with both Hotels.com AND with Naples Garden Inn.
We will henceforth book directly with any hotel, rather than through this App so can avoid the run around and the losses in the event travel plans change, so that can cancel reservations directly with the hotel PRIOR to being charged.