Last week I stayed in London. I had a long two days of meetings. It was a set of fairly late arrangements – I couldn’t book my usual hotel. I was also in the West End – away from the centre.

I searched via Google and found 196 Bishopsgate – ideally placed and reasonably (for London!) priced. The booking was done through Hotels.com. I had a confirmation email – with a long number.

I turned up at the Hotel after a long day of meetings to be be met by the poker faced receptionist who say ‘non’. They didn’t have the booking. I showed him the reference but alas he was not on my side. Worse still they were fully booked with people who didn’t share my name.

It was Hotels.Com fault apparently. I called Hotels.Com from the reception – 14p per minute. Despite their best efforts it was all lost – there was no room at the Inn. In fairness I was tired and marginally irritable at this point. The girl offered to call me back to make alternative arrangements. After 49 minutes I gave up. I do realise in this interweb age that the call centre is unlikely to be near where I live – but the girl was struggling with the concept of where I was and where I wanted to sleep. Heathrow may have been her idea of where London is in the world – but it isn’t exactly convenient for the West End. I had no idea where West-meinster was – presumably close to large Benjamin?

It took me 4 minutes to book on my phone what it had taken Hotels.Com 49 minutes to fail to do. I had to pay though – the choice was limited!

You may be surprised to know that I have complained – that was a week ago. No reply just yet… I’m not holding my breath.

So beware – just because you have confirmed booking doesn’t mean you have a confirmed booking at Hotels.Com.

UPDATE.. No I haven’t yet had a reply, but they did invite me to rate their booking ystem, which I did (‘poor’ but nothing rude!). Then I got this email … It seems that they don’t like the truth.

UPDATE 2 – it’s 24 days tomorrow since I lodged my complain – am hoping that they meant they’d be in touch in 24 days – and the suggestion of 24 hours was a typo?