Hotels fully booked, after 3 hours transfered to hovel of a hostel across town, no lights, smelly, broken curtains, dirty black stained toilet and broken shower screen. Nowhere for a coffee out on an industrial site. Appalling customer services from Hotel.com. Did nothing to help resolve the problem, after 6 calls they transfered us back to original hotel.. for which they tried to charge taxi fees to get us back there. Upon arrival at original hotel to find no water and broken lifts which didn't help as we were on the 4th floor. Staff tried their best in original hotel but Hotels .com were severely lacking.