I booked my hotel via hotels.com for my parents a night before their flight to London from Delhi. I am a Gold Member,and have booked atleast 50 rooms with hotels,com before. The process works seamlessly, but not with this hotel. For some reason, the hotel didnt look at the email / booking confirmation that Hotels.com sent them. Hotels.com could provide me with the booking confirmation and every detail. However, a couple of hours before they were supposed to check-in, I called the hotel reception to confirm they have a non-smoking room. to my surprise the receptionist told me that there is no room booked under the name and they dont have any room available and hung up rudely. I called again, this time with Hotels.com executive on line, and hotel reservation manager Manish, still hung up on us. Hotels.com had to intervene via their escalation department to sort this out. It took about one hour thirty minutes and it was most stessful time that I have ever had on booking. The booking department and client helpdesk team at this hotel need some serious teaching on how to talk to customer and partners such as Hotels.com