My boyfriend and I booked this hotel to celebrate our five years anniversary. We were also considering hotels in London, but the spa facilities at this hotel intrigued us. At Hotels.com's website it said that there were spa, pool, etc. and that the facilities were open. However, when we arrived at the hotel, the spa was closed for renovation. The hotel had even posted this on their own website AND sent an email to Hotels.com with these changes. But Hotels.com hadn't changed it.
When we discovered this, we called Hotels.com to see if there were any possibilities of changing our booking to another hotel with the spa that we were promised. The customer service were rude and not helpful at all.
We ended up staying in the "spa" hotel in our hotel room (which were fine, but nothing special) because there wasn't anything else to do. We've used Hotels.com several times in the past for business and friends/family trips and have never experienced anything like this.
We're very sad and disappointed that our case weren't handled differently by Hotels.com, and we will not use Hotels.com in the future.