You might get ripped off, but it seems that Hotels.com just doesn’t care. So, until they resolve this matter, I highly recommend booking your hotel and travel somewhere else.
Read more at The Consumerist.
Not only should they have made the effort to find a new hotel for the couple, they should not have lied about the phone call costing money, and should have covered the cost due to lying. Are these the kind of people you would want to do business with?