I paid for £27 worth of food to be delivered to the hotel I was staying at. I waited in the lobby for 2 hours and nobody turned up. I messaged them and they said the delivery driver waited for me outside the hotel for 9 minutes so they would not refund me. Why would they wait outside? Shouldn't they go in and ask at reception? If I'd ordered food to my house and they just stood outside without knocking, that would be stupid, so how come this is OK? I've been trying to reason with them for weeks and they've been incredibly dismissive. Terrible customer service.