Dreadful.
Booked through booking.com. DeSalis Hotel cancelled the room so that the guest (I booked on a friend's behalf) could not access it when he got off the plane at midnight, tired and longing for a bed for the night. I phoned up for a shuttle only to be told that there was no record of my details or those of the guest. My money, of course, had already been taken at this point.
The hotel claimed I cancelled (despite the non-cancellation policy of which I was well aware), denied that I had been the one to make the phone call at midnight (no idea!) and then, maybe for the sake of showing a very thin veneer of customer service - stated that "there was a room available" . Yes there was, but only on payment of another fee. When they acknowledged that I had paid (after I check my bank statement), well after midnight, my friend had already decided to cut his losses and head to London. I was told at this point, "your room is available, Sir"!
First and last time I will ever deal with these guys. Or with booking.com for that matter, who were about as useful as a chocolate teapot.
Talk about feeling cheated! My advice - stay at the airport if you must. Take a bus to London if you must. Never, never, stay at this hotel.
Brian M.