Shearings tour - prague, vienna, budapest

Second time with Shearings, NEVER AGAIN. Booked from the brochure which showed the Vienna hotel as the 4* hotel Artis, looked this up on the internet & looked great.
When the confirmation documents arrived they said this had been changed to the Delta hotel (no reason given). This appears to be a lie,when our driver was asked what the hotel Artis was like he said he didn't know as Shearings had only ever used the Delta hoteland he had NEVER taken a tour group to the Artis.
On the way through Belgium our courier announced an optional tour of Brunos - not shown in the brochure, what he did not say was that this is a stop they make on the way to the Vienna hotel in order to waste 2 to 3 hours so that they don't get to the hotel too early. The tour is a waste of time & Brunos not worth seeing.but if you don't pay for the tour you are just put off the coach and left to your own devices.(People were put off our coach in the rain and were not even told which way to go to the town square.)
The Delta hotel in Vienna is supposedly 4*, Don't believe it, in my opinion 2* would be stretching matters. It has no kitchen & the catered in food arrives lukewarm. One night we got undercooked chicken with blood oozing out. We all sent it back & there was no alternative.
I have written to Shearings complaining & asking for recompense for the extra cost of my wife and myself having to buy a meal elsewhere that night, after 17 days I still have not even had an acknowledgement, Shearings customer service stinks.
If you enjoy sitting for many hours at a time on a coach, being charged for "optional" tours that aren't in the brochure and you haven't catered for and being put up in a 2nd. rate hotel with bad food this is for you, otherwise steer clear.