I had several issues with the whole package; see below some of the main points
1. I did not get the apartment I had booked and paid in full. It was smaller and with no balcony.
2. The apartment had many defects. For example, broken tiles in bathrooms, broken blinds, broken toilet roll holder, broken lock to bathroom, broken sliding doors to wardrobe, kitchen lights not working, TV remote not working, apartment was dirty and not cleaned.
I have made a formal complaint, so far Hotel.com have not replied.