Terrible customer service, and a different location to that which was advertised.
Upon arriving at Gatwick from my delayed flight, I was called by the hotel who advised me that, because of this delay, I would have to pay a late check-in fee. Brilliant; thanks for understanding that these circumstances are out of my hands.
I then followed the map in the Hotels.com app to where it said the hotel was located. No sign of it. I then rang the hotel, only to be informed that I had to go to Camden Town to pick up the keys first, and that since I would now be even later, my late check in fee had increased.
Camden Town is FOUR MILES away from the location that is shown on the Hotels.com app. When I tried to explain my predicament to the member of staff on the phone, she told me that if I couldn't get to Camden Town tonight, my reservation would be cancelled. She then hung up on me.
After ringing them back to explain that I didn't want my reservation to be cancelled as I had paid over £1000 for it, and I didn't think this issue was my fault, I asked for advice on how to get to Camden Town, as I am not a local. I was told to work it out myself, and again hung up on.
I took myself and all my luggage up to this new location, was given my keys after paying an additional late fee and cleaning fee (which suspiciously could only be paid in cash) totaling £60, then told I was now responsible for getting myself back to Borough, at my own expense.