Used hotels.com to book a one night stay at hotel Jamie in salou, Spain on Saturday 17th may. Upon arriving at the hotel around 10pm we were told they did not have our booking and the hotel was closed off as it was full to a private football event and there was nothing they could do and even showed me on their pc that the confirmation number given by hotels.com did not work and there was nothing they could do to help me further.Having a limited amount of money as this was only a small 24hr trip to visit the local theme park the following day with my daughter, I tried to contact hotels.com for assistance which was not easy as there was no contact number so had to use the AI chat bot to eventually be connected to a real person.The first agent on the online chat just kept telling me to go back into the hotel to confirm my reservation number despite the fact I had already done this and I was made to go back in to be made to look a fool of once again reminding me that they were fully booked and my reservation did not exist.After about an hour of dealing with the first agent I was transferred to another agent who was trying to tell me they were trying to contact the hotel which they clearly were not. Meanwhile myself and 10 year old daughter were walking around the town of salou to try and find somewhere I could charge my phone as they battery was running low after being online to the online agent for so long and did not feel safe being out so late at night with nowhere to go.Eventually they agreed they would try to find me a suitable hotel alternative for us to stay, at this point it had gone past 12am local time and we were still just sat on a kerb in the street with limited amount of money as I had already withdrew my budget amount of money in euros prior to the trip. The online agent did not seem in any rush to get anything sorted and eventually told us there was nothing they could do for us and we would have to sort our own accommodation out.At this point it was well past midnight and there was nothing available online as it was technically the next day in terms of bookings. The online agent told us we would have to go to find the hotel ourselves on foot and they would reimburse the difference from the cost of the original hotel. This was just not good enough, it had been 3 hours from when we were supposed to have checked into our hotel and were looking forward to the entertainment put on by the hotel that night which was advertised and now it was 1am and we were still wondering the streets.We went to 3 different hotels to be told they were fully booked and were starting to give up hope. In this time we were approached by a small group of males who were shouting at us in Spanish and one tried to grab my arm. Luckily a family came up to us and they fled away pretty fast and directed us to a nearby hotel.It was now 1am and we finally found a hotel that was willing to take us in for the night. By this point we were both so tired and my daughter was so upset saying she wanted to go home. The hotel was now just a base for the night rather than the night of fun and entertainment we had planned and we went to bed to try and get some sleep so we could at least try and enjoy the theme park the next day.The whole experience has been completely traumatic and I do not believe that refunding the difference in price and adding £25 one key to my account is good enough. Why on earth would I want £25 in one key cash on my account, I would never risk using hotels.com again!I contacted the complaints team who told me they will be passing my grievance on but can't help but think they are just ignoring my complaint as I am still yet to hear anything back.They are a total scam and need to be exposed for what they really are.
