I would never book this hotel and won't use hotels.com again if this hotel stays on the website. Worst experience I have ever had in many years' travel.
The first day we arrived, the staff told us that the room was overbooked for one day. We were asked to leave but we refused and the owner said on phone that he would talk to us next morning. Fine. Next morning, the owner, with his arrogant, disgusting attitude, without even one single "sorry" to us, offered us three solutions, as if this is just a small problem for him and all we needed to do is to help him solve this problem. We finally accepted one, that he refund us one night's price and we moved to another place. Fine.
The worst thing came the day we left. We asked for refund in cash, and he refused to refund the whole price because the website took some commission fee. He acted as if he did nothing wrong and he did not have to compensate in any way and we were the trouble that he needed to get rid of as soon as possible.
I could not understand how such a person could survive in a highly competitive service industry. His outrageous ways of doing things ruined our trip in Chiang Mai. Hotels should stop working with him as he already destroyed the reputation and he would continue doing that if you keep him on the website.