Terrible Service & no accountability

I booked a hotel in Switzerland using Hotels.com for my trip in April, 2014. When I received my VISA statement, I was double billed. I contacted Hotels.com & the agent was south american & very difficult to understand. After explaining my issue to him very slowly (so he would understand) I was told that I had to contact the hotel directly in Switzerland. I was disappointed because I booked the hotel using Hotels.com, only received 1 confirmation email for the booking (so no indication or reason for being double booked)& felt the least they could do was fix the problem since they did make the commission for my booking. The agent refused to do anything other then direct me to contact the hotel directly. I thought this was quite unfair, as the hotel didn't have a toll free contact number, so I would have to pay long distance charges to attempt to fix the issue. I asked for a manager, who's english was better. She told me she would contact the hotel for me & get back to me. I never heard anything from her. I attempted to contact her again to follow-up & left several messages with no luck. I finally ended up contacting the hotel directly, paid $10 in long distance charges as I had to contact them on 3 separate occassions in order to speak to the manager. The hotel ended up crediting me for the double booking, however due to the billing being in Euro's I ended up losing about $20 after the conversion was said & done. Anyway, overall bad experince with Hotels.com who are a branch of Expedia.com. I emailed Expedia about the experience & also never heard back from anyone. Will not be using either provider again.