I have been in the air for 25 years. My life is spent on planes and in hotels. From Concorde down to EasyJet I have experienced every level of travel and customer service, but never the gross incompetence of Hotels.com and their appallingly badly trained, ignorant and incompetent staff. This company has seemingly no computer system that works, no staff that communicate effectively to each other and no idea whatsoever of customer care or service. Total rubbish. Shameful incompetence. Never, ever again. Once was enough.