What a nightmare. We had booked well in advance so as to be close to London City Airport. We booked a family room so we could do the final sorting out of our luggage. We arrived at 23:00 to be told the hotel was overbooked and that we would have to leave our bags and go to the budget hotel nearby. We had no other option but to accept.
When we complained and asked, via hotels.com, to have at least the price difference refunded and some token compensation we were rebuffed and told the case was closed. What terrible customer service!!!
The bright spot was that Alec, the poor man on duty, was very polite and extremely helpful.