I have tried my best to get in touch with hotels.com and send them the below email outlining my situation that happened over the weekend. I have tried to call but the customer service has been diabolical and done nothing but caused more stress. Dear Sirs I am writing to make a formal complaint about fraudulent activity via your platform (on two occasions) and extremely unhelpful customer service. I booked the Laystall Apartments in London via Hotels.com (booking reference [protected]) for Saturday 28th August to Tuesday 31st August and paid £351 for the booking (on terms that I could not cancel after 14th August). As instructed on the confirmation email I received from Hotels.com, I contacted the property (using the number provided on the confirmation email) 72 hours prior to arrival for check-in instructions, however, the telephone number provided kept going straight to voicemail and so I was unable to get through to anyone. I rang multiple times on Thursday 26th August, Friday 27th August and Saturday 28th August prior to arrival but every time I rang the number went straight to voicemail. I also tried contacting via the "message the property" option on Hotels.com and I could see that some of the messages had been read but I still received no response. Whilst travelling down to London on Saturday 28th, I got increasingly concerned about the lack of response and so called the Hotels.com customer services phoneline a number of times. I found it extremely difficult to get through to anyone on the customer services line, the phone cut-off on multiple occasions and I was put on hold several times before the phone just cutting off. When I finally managed to speak to someone, I explained the situation and I was provided with an email address for the property (this was Nathan.[protected]@gmail.com). I emailed Nathan straight away to request check-in information and I received the following response from Nathan at 12:20pm (with check-in expected at 2pm): "please contact hotels.com to cancel as we are overbooked" I was very shocked to receive this response just over 1 hour before check-in, having made the booking weeks in advance, having paid for my booking in full and having travelled 250 miles to London that morning. I tried calling Hotels.com to resolve the situation and again had real difficulty getting through to anyone - as you will appreciate, this was extremely frustrating. As I was already in London by this time and was unable to get through to your customer service team to discuss this, I booked another apartment (Bridgwalk Apartment - which was in a completely different area of London) for the same dates (booking reference [protected]) via Hotels.com (and again paid in full for the booking - this time £486) and when I received the confirmation email from Hotels.com, quite unbelievably, I saw that the telephone number to contact the property for the check-in information was the same contact number as for the Laystall Apartments and so when I rang this, it took me straight to the same voicemail that I had got through to for the Laystall apartments. As you can imagine, I was very distressed at this point and so again, tried calling Hotel.com multiple times to speak to someone to resolve this situation. I spoke to a number of people - all of which were completely unable to comprehend the situation or able to offer any assistance or support whatsoever. I was told by one customer services agent to just turn up at the Bridgwalk Apartment as "someone would be there to let me in" - despite me reading several times to them the statement from the confirmation email that there is no reception desk or check-in facility on site. I asked to speak to a manager repeatedly but wasn't put through to anyone else and was constantly told "the manager was unavailable but would tell me to turn up at the property". I also requested that both bookings be refunded to me and I was told that this could not happen until the owner of the property had approved this and that you could not get in touch with the owner of the property - again showing a complete disregard and lack of understanding of the situation. I have been a very loyal customer with Hotels.com for a number of years (you will see this from my booking history) and I have always used this as my preferred booking platform - however, as you will appreciate, I am extremely angry and shocked that you permit this fraudulent activity via your site, you do not have appropriate safeguards, checks and procedures in place to prevent these properties being listed on your site and your customer services team were completely incapable of offering any assistance or support in a very distressing situation. The fact that this situation happened to me twice in literally the space of 20 minutes suggests that there are a large number of properties on your site which are not legitimate and needless to say, I will never be using your site again. I am also reporting this matter to the police and I have left reviews in respect of both properties warning others of this scam. Please provide a full refund in respect of both bookings as soon as possible and confirm that this will be actioned. I would also request that you remove these properties (and any other properties operated by the same individual) from your site to avoid this happening to other people in the future. I look forward to hearing from you at your earliest convenience.