Arrived at the hotel to find that it had been placed on hotels.com incorrectly and did not open until 01 August. The owner then said he would find us a room and did so, all seemed very friendly.
The owner asked me to pay the same price as had been displayed on hotels.com, as he insisted he was not paid through the website. I did so, he had been very friendly and I trusted him. This was a mistake, I had already been charged by hotels.com, so now I have been charged twice for the room.
I contacted support and they said they would go back to the hotel to ask for a refund on my behalf. They have just got back saying that the hotel is refusing me a refund and my case is now closed. I'm still not quite sure who is most at fault here, but it is fair to say I will not be using the Milverton Hotel, or hotels.com again after this experience.
Hopefully this was an isolated experience and others don't have to go through this same experience.