The food didnt arrive, somehow the driver was able to enter a verification code and deem the order as successfully delivered. Yet the reception staff at the hotel verbally confirmed that the driver walked into the hotel and straight back out, he didnt engage with anyone and walked back out WITH the food. The hotel have video evidence of this also. In short my kids were very hungry I had to order the same meal again via JustEat this time. The second order arrived, no issues. Deliveroo on the other hand not only failed to deliver the food, have stated that I am not eligible for a refund which is absolutely bonkers. As a result I will take the following action: • Initiate a charge back • Contact the Deliveroo Director of Customer Experience • Report to trading standards • Share my negative experience on several social media and review platforms • Convince friends, family, colleagues to make the switch to JustEat or UberEats. The order is only £40 approx, however the principle is what matters and the fact that my kids were quite hungry and their dinner was delayed by 3 hours e.g. 10:30pm. To add insult to injury the customer service staff were implying I am dishonest and thereby potentially a fraudster because there was no way that the delivery driver could make the drop without the verification code.