Hotel.com Informative - Who do you call to get assistance for problems
DALLAS, TEXAS -- Hotels Com, L P Corporate Headquarters
10440 N. Central Expwy.,Ste. 400
Dallas, TX 75231
Call the above telephone number and "DO NOT" press any key, the system will default you to a person in the United States who can actually speak English. This person will be a member of "Tier 3 Support" and you should have better luck at resolving your issue(s).
After you finish don't get sucked into using this company or any of the other reservation.com's again. It not worth all the trouble these.com's create and the price is sometimes even less money when calling the hotel or airline to obtain the same service(s)...but remember if you call the hotel or airline directly you will have a real person to call later to obtain help.
Hope this helps and give 'em hell.