We turned up New Year’s Eve after travelling to London, and was refused entry as the room had apparently been smashed up! This is unacceptable and every time we try to get in contact with your team we just get stone walled, I’m going to take this to the newspapers if nothing is done about it truly.

We arrived bang on 5pm, I had messaged through the app to get instructions on check in, no reply. Their number is a Pakistani number, no luck with that either. We waited for 3 hours before hotels.com finally managed a hotel to relocate to. Do not book this, it is non existent and how hotels.com allow this to be advertised on their website is ridiculous.

Absolutely useless. Cancelled booking 10minutes before check in! They will not communicate regarding refunds.