We had to go to a different location to get the key for are apartment, waited outside in the rain for twenty minutes until someone could be bothered to come down wth the key, had to pay 200 pound deposit that was not mentioned by hotels.com or zen apartments, had to empty are own bins and esure everything was perfect or a notice told us we would be fined 50-100 pounds cleaning charge, if your payed over 100 pounds to stay for a night you expect house keeping. Had to battle to get my deposit back for 2 days on the phone even though I left the place spotless, got it back in the end but this was hands down the worst customer service I've ever had the misfortune of having to deal with. I wouldn't wish it apon anyone. Hotels.com representing such a dishonest scam artist company reflects very badly on you as you were the people that sent me here, shame on you. Should be more selective on who you work with rather than a pack of lying con artists