On my arrival, the reception was not aware of my booking. They claimed having difficulties with Knightsbridge... so, I showed and mailed them my hotels.com booking confirmation, showing that I booked a luxury double room and that it was pre-paid. I was asked to pay again, which I refused, suggesting that they verified pre-payment with Knightsbridge or hotels.com. I was given a family room, far away from reception and restaurant. A huge spider-cob greeted me at the entrance door and a very large spider was sitting in one corner. After complaining at the reception, Imwas finally given the room I booked. This room was cleaner, but there was no soap nor shampoo. This room had a WiFi signal. While I was in the room, one employee of the hotel open the door with the master key and showed another guest the room and bathroom, totaling ignoring the fact, that I was in the room! On check out next morning, new reception staff were not aware of anything that was discussed the previous day and insisted on me paying again for the room. I refused and told drew their attention to the fact that I had mailed them the confirmation proving that I already paid for the room. The manageress did not believe me and tried to verify by phone, which took a long time, so I just left. Extremely unprofessional handling of the situation, and not very friendly too!
My recommendation: Hotels.com should stop dealing with this hotel!