We booked this hotel based on its 4 star rating. We have stayed at other 4 star H10 hotels previously. When we got access to our room, the room was really basic and small. We could hear next door having a conversation even though the doors were closed. We sat on the bed and both knew we weren't going to be able to sleep on the mattress. Neither of us were happy to stay at the hotel and I booked another hotel at late notice nearby and told reception we hadnt used the room and were leaving (approx. 3 pm). I contacted Hotels.com on my return, and they contacted the manager of the hotel asking for a refund, which they refused. We had even booked hald board to didnt even get the benefit of that. Hotels.com provided me a goodwill gesture of £18 site credit!
So 2 main issues:
1 - this hotel should not have a 4 star rating, Id say its a 3 star hotel
2 - Hotels.com should really have at least provided a site credit for the amount, especially given I had to book another hotel for the same night (through them!)