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"Your failure in not letting the hotel no about my booking so arrived to "sorry we dont have a room" went down like a lead ballon and your failure to help either showed lack of respect for your customers if it had not been for the amazing receptionist donna for making sure we had a room and then going to lengths to find us a room after it was fully booked from saturday we would have had no where to stay so hotel.com should be shamed not even any kind of reinbursment"