When we arrived the receptionist asked me how I would like to pay, I said we had already paid via hotels.com months ago.
She insisted this was just a reservation and no payment had been made.
I showed the receipt for the payment, she still wasn’t having any of it. I had to show my bank account with the amount leaving my bank and she still didn’t accept.
It took about 30 minutes of her on and off of the phone to a colleague until she said “ok here’s your key” no apology.
I read reviews on another review site and this has happened to 3 other British people so I feel they are trying to get people to pay twice.