I booked the apartment from 23-26 April, noted that there's a request on the confirmation email as there's no reception desk available, I have to contact the hotel at least 24 hours before my arrival for the access into the hotel, a UK contact number was left on the email. I had to request a special access to hotel, as my arrival time was 'outside' of check-in time period.
I started calling the number 5 days in advance to my arrival, however the number did NOT get through as it was an INVALID number. I have at least tried calling the numbers i got given for 30 times, none of it went through.Therefore, I reached hotels.com hotline for this problem, I was dismissed by an helpful staff by saying that it wasn't their responsibility to contact the hotel. Eventually after some complains, they did try the numbers they had, but still didn't get through as they were all INVALID numbers. Hotels.com also gave me an email address that i immediately sent email to get in touch.
I don't think any travellers would want to risk travelling to London without securing a place to stay, thus I booked another hotel for my 3-night stay. Eventually, i got an email reply from the hotel when i arrived in London at 9PM, but it was ALL TOO LATE.
The hotel operator has the duty to be kept accessible from their guests at all times, and I can't believe hotels.com allows this kind of hotel operators to be operating on their website.
Just DO NOT BOOK.