I booked this service as part of my hotel and parking package through Holiday Extras paying £6 a day. When I arrived at my hotel with over 3 1/2 hours to spare before my short haul flight to Brindisi Italy and after a two hour plus drive there was a rather long queue outside the hotel for the bus which unfortunately had come and gone whilst I had checked in my car. I was told not to worry, that bus was late but another was due in about 20 minutes so I waited, and waited. After 30 minutes there was still no bus so I went back into reception to ask and got told the buses were quite often late so waited another 10 minutes but still no bus. Panicking now that I would not arrive at Heathrow the recommended 3 hours before my flight I went back into the hotel reception and ordered a taxi at a cost of £22 which I waited another 10 minutes for, with still no sign of any Hoppa bus. I eventually arrived at Heathrow with only 2 ¼ hours to spare and due to the appalling wait at passport control and security due to staff shortages only made my flight check in by 10 minutes! One week later, I flew back from Italy on an evening flight landing at Heathrow at 10.20pm. We arrived on time but it still took approximately an hour to get out of the airport. I, and several others at the same time made our way to the correct bus stop. We waited for a few minutes and one person looked at the timetable only to announce to us all that the last Hoppa bus from Terminal 5 left at 10.30pm! We were not happy! Many, including myself saying that 10.30 pm is NOT late enough. So, despite having already paid the £6 as part of my package deal I, and the others, found ourselves forking out to get a taxi, which for me was another £22! When I later looked on the Hopper Bus website (which there is no link to on Holiday Extras) I found out that the reason I was waiting so long at the hotel for a bus is that they only actually run once an hour, and that incredibly, between 12.40 and.2.40 there are no buses at all! It seem absurd to me that that a bus service to one of the world’s busiest airports leaves a two hour gap at such a peak time for passengers! It also amazes me that Hoppa Bus claim on their website they have over 900 services a day and run from early till late and yet you can wait two hours for a bus and they top at 10.30pm. Since when was that late? Especially in London?! It never occurred to me they would only run once an hour or that they would stop so early at night. They also appear to be unpredictable when they are running as the bus I just missed was already running late! Hoppa bus may offer a cheap option but personally I will NEVER use Hoppa bus again as it is not worth the stress for such an unreliable service! They still have £12 of my money for a service they did not provide me with.