First time using hotels.com absolutely horrendous experience. We chose to stay at Austria trend hotel booking was confirmed. We had an email couple days before asking if we had any special requests we would like adding. We arrived 11pm at night got to reception to be told our stay has been cancelled. We was told we would be refunded and that’s it go find a hotel. It wasn’t in a city centre so there wasn’t much around. It was late we were low on options, woman on reception just kept repeating nothing she can do it will be refunded. We come to conclusion we would have to stay on the sofas in the lobby. We took our suitcases just got settled in the lobby. Around 20 minutes later the woman came over and miraculously there was a room available.