I too was told by the Hotel I can get a refund due to Covid. However Hotels.com refused. And to add insult to injury
You cannot speak to anyone and they do not have an email. They just block you. However if you want to make a booking they answer immediately and if you ask to be transferred to customer service they disconnect the phone call. NEVER USE THIS COMPANY THE ARE FRAUDS. Their reviews constantly are in the 1's and 2's. Someone has to police this company they are unscrupulous! BEWARE BOOK WITH SOMEONE ELSE!

If your arrogant enough then you can apparently lie as much as you want. I have many emails from them with countless lies and different information and on my booking they said they can only offer a refund if the hotel agrees, so the hotel contacted them and said to refund the booking, and Hotels.com responded saying they would not refund as it is not the hotels policy. Arrogant liars, thieves cheats and scammers.

I was told that I would get a refund also due to Covid. These people are horrible. We need to make a consumer complaint. Start with the BBB. I suggest NEVER book with these liars again!