If I could give a zero I would.
The General Manager offered THEE WORST customer service I have ever experienced. I called to confirm that the INCORRECT authorization on my account would be released because hotels.com make a mistake and did not cancel my reservation. Upon speaking to the manager he told me that he "has 500 rooms to deal with" and refused to listen to situation I was explaining to him. The manager answered the phone unprofessionally, yelling over the speakerphone while packing and then transferred me to the Internal Reservation system, though my situation was UNIQUE to Double Tree by Hilton Toronto Downtown.