Shameful experience, with the hotel not upholding ...

Shameful experience, with the hotel not upholding their reservation. After being told at the reception at checkin that my week old, already paid for reservation was cancelled and "this has happened to several guests today" they refused to talk to my travel agency for 2 hours. Simply refused to take the phone or to answer their reception numbers.

2 hours later after checking into a different hotel "Jessica from the reception" said my reservation is actually confirmed and they would not refund if I forfeit. Along the way back to the Thistle the situation changed again and I was notified my reservation was actually DENIED.

Now I had to prove that I actually booked and paid for another hotel so that the Thistle would refund THE RESERVATION THEY REJECTED.

Absolutely abhorrent and shameful experience with what is supposed to be a Central London hotel.