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I made my reservations online before I left and requested a late check in as my flight to Heathrow arrived at 10:45 pm. When I arrived at the Hotel Guilford, with my Orbitz print out and confirmation number I was told by staff that I didn't have a reservation. They had no rooms. It was after 1 AM GMT and I was in the middle of an unfamiliar country with no hotel room. I tried to contact Orbitz and was unable to while abroad in the UK. My wife in the states was able to talk to several Orbitz staffers and try to rectify this. In the meantime the hotel Guilford sent me to the Somerset Hotel for the same rate. I studied the location of Hotel Guilford and picked that location based on it proximity to several sites I wished to see. The Somerset Hotel only had a room available on the 4th floor, and no elevator (lift). I carried my own bags to the top floor only to find out that my room key didn't work, then I carried my bags back to the front desk, and the attendant walked with me back to the 4th floor to only proclain that the door was busted and I wouldn't be able to get in until later in the morning. It was then 2 AM GMT. I was finally given a room on the first floor and the deadbold didn't work, the window didn't lock. I continued to work with orbitz staff to rectify this dilema. The next day I was sent back to the Guilford and given an tiny, tiny room in the basement. the TV didn't work properly, the shower and the toilet were in the same area. It was like a mobile home portable shower. But at least the door locked. The sound of traffic out my window was very unnerving. I was totally unsatisfied with the service and will never stay at either hotel again. My faith in Orbitz has been rocked and I may never use this service again either. This was the WORST way to start an adventure in a new country. Good thing they spoke English.

Hotel staff not aware of our reservation thru Orbitz. We were told room was not available for all four nights but they fixed it. I suppose you get what you pay for. Peace of mind, mostly. Could've probably done as well (location or price) if we'd flown in without reservations & looked on our own because there are plenty of small hotels like this.

There was no tea,coffee or milk in my room and as I was up 5 flights of stairs, I had to go back down to get these. The room was incredibly small and was actually next door ie not in the Guilford. I don't think I got value for money.