After booking a room through Hotels.com, I called the Godwins Hotel to see if there was an option to check in late as this would be preferable to me if it was possible. I was told that this was no problem, and given the details of the security box which would contain 2 keys, along with where I could find my room (number 7). I was also told that if I encountered any problems I could ring the mobile phone number given to me and help would be given.
After arriving at the hotel at 12.30am, I went to the security box and there was no keys inside. Furthermore, when I rang the mobile number twice, it went to answerphone both times. I left a message on one occasion. I also tried to ring the hotel directly. Further to this, I called Hotels.com and was on the phone to them for 2 hours and 5 minutes. There were no hotels nearby available at this time, and I had no choice but to sleep in my car.
After two more phone calls the following day to the hotel and the managers mobile, and two emails sent to both the hotel and the hotel group over the weekend, I got a response from Godwins 5 days later. I received approximately 80% of my money back, and no gesture of goodwill. Absolutely disgusting service.