Firstly, I want an explanation around Hotels.com trying to take £750 on the day we travelled when the contract was PAY IN RESORT, they tried again on Friday 16th, the day of checkout. After travelling for over 7 hours, we arrived at the hotel at 21:30, paid in full at the desk and then were directed to a room that was nowhere near to the type we booked, in effect the hotel took our money knowing full well they were not providing what was paid for. We tried Hotel.com support who were a waste of time, since then I have had a series of patronising emails. We had to threaten to sleep in reception before being given a room that was barely suitable, we then had to wait a further 24 hours for the room we booked and paid for. Apart from this their web site descriptions were not accurate with regard to the facilities an services. I asked 3 times to be relocated with no response. There is something very wrong with this company, the mis-use of bank details is a real concern and illegal, the feeling that we were stranded in a substandard hotel with a 5 year old with no support was even worse. I am working on obtaining email details of their directors to try and get some action from them. I have been back 2 weeks now and all I get from Hotels.com is prevarication and lies. They have still not answered why they tried to take £1500 without authorisation or reason.
