Terrible, they'd given our room away.
We arrived only to be told they have no rooms. When we tried to show them our Hotels.com confirmation they told us Hotel.com is not a serious platform.
I completely disagree. We use Hotels.com all the time. It's a great platform.
The hotel wouldn't listen and offered no help what so ever.
I called Hotels.com who were very helpful. They called the hotel directly but we're unable to progress further with the hotel staff.
Hotels.com then did an excellent job finding alternative accommodation for us. Thanks team!
So to conclude:
1) the hotel: terrible service.
2) Hotels.com, brilliant service!