Poor customer service...
We arrived at Hotel Mela after a 9-hour flight and were told that they were "overbooked" for the night in the category of room we had reserved and paid for (King). We were told that we would be placed in a "standard" room (full) and moved the next day. We were disappointed, but know that errors some times occur and said okay. 
 However, we thought it was reasonable to ask that they credit us the difference in the amount of the costs of the rooms. They said that this was not their policy! They said because we booked through Hotels.com they could not refund the amount. We asked that they reduce the next night's rate to reflect the difference, but they also refused this request. The bottom line is that we paid for accommodations that we didn't receive, and management refused to provide a means to rectify the situation. 
The hotel itself was satisfactory. However, the stay was soured by the lack of simple equity - it is reasonable to pay for the room you received (not the one you booked and didn't get).