Booking.com
Reviews and Complaints

I booked the hotel in December and it was to be paid for when i arrived in Rome on 08/4/16. However when i arrived they not only tried to charge me well above what booking.com had confirmed but also was a completely different hotel to the 4* rating images advertised on their website.(Hotel was on a different street completely to advertised) It was advertised as 4* but is barely a 3 in my opinion and frankly dirty. To top it off i had also requested 2 single beds in one room which i received confirmation of, only to be told upon arrival that no such request had been made. Booking.com has not only advertised the wrong price, the wrong property and not followed any request i had asked. I have used Booking.com previously but will absolutely not be using it again after this complete and utter shambles of a booking. Embarrassment of a company!

Dears,

I would like to share with you my dissatisfaction and complaint against Steigenberger hotels and Booking.com:

I have reserved three rooms each for 3 nights in Steigenberger hotel through booking.com.
I called the hotel to confirm my reservation and they confirmed.
I had a call from the hotel asking me to cancel my reservation telling that they had an "Error" in the posted price and of course I refused specially that I had reserved flight tickets for 6 persons!
My reservation was canceled by FORCE by booking.com telling that they had to do so after Steigenberger contacted them.
I tried to contact the hotel and booking.com and they refused to undo the cancellation
Attached screenshots of my reservation.

Your feedback and support are highly appreciated.

Thanks,

I recently booked a hotel based on the proximity to the airport (6.9km) advertised on the booking.com site. When it turned out that the hotel was actually more than 20km away, and that the hotel owner actually knew about the error on the site but passed it off as booking.com's error, neither party would compensate me for the mega taxi fares I ended up having to pay getting to the hotel and from the hotel to the airport. The hotel also had the cheek to deduct a "no show" payment from my card (after I left to stay at another hotel closer to the airport) and booking.com would not refund this either. I have reported the false advertising to the Advertising Standards Authority because booking.com have refused to accept any responsibility for the issue.

I booked a hotel in egg harbor nj in February and I cancelled in a timely fashion which was two days after I made the reservation. The Web site states the the cancellation was free. I would not be charged. I was charged for the cancellation twice. I was charged over 400.00 on a reservation is cancelled a month ago. Now the hotel and booking.com are giving me the run around on getting my money. They keep telling me the manager is on vacation and he has to refund my money. It been almost a week and I need my money. This place is a rip off. I want my money..

I had booked room for 3 nights(9th March to 12th March)at Hotel Gasthof Adler in Ulm-Gemany (Booking No. [protected]). Unfortunately was delayed in transit and on arrival at hotel, was informed that on 10th morning i.e. before checkout time of 1st day of booking itself, hotel informed you & cancelled all 3 days of my booking. My wife was trying to inform Booking.com on phone from India about the delay but your phone switched off. Under the circumstances, I had to move to a different hotel and stay there. We also tried calling Booking.com from the hotel itself.
Besides, received mail from you that Euro 182.4 was charged to my account for all 3 nights. Request you to clarify the following;
1) Hotel confirmed to me that they have intimated you at about 8 am before checkout time of 1st day. In that case why am I charged for all 3 nights of reservation. If I am charged anyway, my room should have been available to me for balance 2 nights when I reached the hotel.
2) In case of late arrival, I may be charged for max. 1 day as the hotel had not kept room for me and I had to travel again to another hotel and pay for the balance 2 nights.
All of my associates who had traveled from Singapore, Indonesia & USA were completely shocked at this incident as they too have Booking.com services regularly just like me.
I feel that the charges are grossly unfair if the room was not kept vacant for me & I have spent again on another hotel.
Hoping to hear from you at the earliest as our confidence towards Booking.com is shaken with this unfair incident.

Best regards
Mandar Bhagwat
[protected] (India)
[protected]@yahoo.com

I registered as a small business partner as an affiliate to booking.com in August 2015. It is now March 2016 and since day 1, I have had endless issues but I will focus on the main ones. I've been using booking.com for over 15years as a guest with a few issues, but as an affiliate I would recommend you steer clear of this badly managed, ripoff company.

1) NO ACCOUNT MANAGER: My profile states: 'Need some help? You can also contact your Account Manager, Steven Klue, directly at +[protected]. To this day, 100's of calls later to this number divert me to every other country in the world but the office in Cape Town. In fact, I have never reached Cape Town by phone, and I could probably drive to your office within a few minutes. I keep asking if this person exists, or if he is virtual. Not a single call-back. Not a good way to handle accounts (perhaps inexperience).

2) NO PAYMENT PLATFORM: There is no payment platform! So how do you justify taking such a large commission when your competitors (Airbnb & the likes provide a very secure payment platform (and host insurance) but only charge 3%. Booking.com is just another Gumtree at a huge cost (RIPOFF). You're better off writing your ad out on paper and sticking it on a lamppost.

3) BOGUS BOOKINGS: Bookings are not guaranteed for you as a partner. They are only guaranteed to the guest. This means that you could be sitting like a monkey for hours hoping for a guest to arrive. This has happened to me numerous times which has made my blood boil.

4) NO SHOWS: While you are sitting (like a monkey) waiting for guests to show up, you have to wait until midnight, as this is the earliest that you can mark someone as a no-show...ridiculous when a guest specifies that he/she will arrive by 6pm, and you're still waiting at 11pm.

5) PARTNER CANCELLATIONS: I have come to recognise bogus bookings within 2 seconds, but as a partner, you are not able to cancel the booking. You can argue with the contact centre until you're blue in the face, but it'll get you nowhere. My only solution here is to ask the contact centre (call, don't email as you will get no reply), to phone the guest to confirm an arrival time. 9 times out of 10 the guest would have supplied incorrect contact details. You will have to wait up to 24hrs before that booking can be cancelled and your calendar freed up to genuine guests.

6) CHECK IN TIMES: You can allocate a window, but it means nothing. So if you live offsite, you're doomed. Guests can check in until midnight...utter rubbish.

7) CARD MACHINES: This only works if you have the bank machines designed for large businesses where you can manually take payments before a guest arrives. Card machines for small businesses only work by having the guest present to swipe their cards on check in. Once again you sit and wait in hope that a guest arrived. Something the the booking.com teams need education on. Why is nobody researching all of this? What are the customer satisfaction teams doing all day long, and why is the account manager not managing his accounts and identifying problem areas. This is pure lack of pro-activeness.

8) PREPAYMENT/DEPOSIT: Now this is the most confusing part. You can state that you have a cancellation policy, but booking.com will not advertise your properties if you as for a prepayment of deposit until you have received...wait for it...xxx number of reviews, which let me add to this, nobody can tell you how many you need. Plus xxx number of bookings, which again nobody can tell you how many. Now where is the sense in that. Who in their right mind sets blind targets?

Again tonight, a guest does not arrive at the 8pm time that they said they would. I packed up and went home 3 hours later since I had been working since 5am. I reached the point of no longer caring if a guest is left stranded which is generally not in my nature. I see it as giving booking.com a little taste of their own medicine. Let them stress for a change, as it's no longer my problem and I have nothing to pay and nothing to lose anymore.

The 1 thing that booking.com get 5 stars for are invoicing for their commission, and absolutely nothing else (0 stars for everything else).

These are my main issues, and I will be flooding forums with the same message. Booking.com is the worst managed platform that I've come across.

P.S...booking.com please do not send me the any automated responses, even though I can see that you cannot keep up with all the complaints rolling in.

Some Examples for booking.com team, I'm too tired to cut & paste the other 10+ problem reservations.

Reservation ID: [protected]
Reservation ID: [protected]
Reservation ID: [protected]
Reservation ID: [protected]
Reservation ID: [protected]
Reservation ID: [protected]
Reservation ID: [protected]
Reservation ID: [protected]
Reservation ID: [protected]
Reservation ID: [protected]

I recently booked one of my staff into the Flying Dutchman in Southampton on the 14/03/16 and he was due to book out 18/03/16. Upon arrival he informed me the hotel was not what I had explained to him so I checked the hotel advertisement on booking.com and the hotels own personal website. The pictures on booking.com showed there was Jacuzzi baths, luxury rooms, restaurant and was rated 4 star, however this was not the case.
At check in my staff member was rudely spoken to by a owner when he complained of false advertisement and was told to just leave but need to pay the cancelation fee.
On the 15/03/16 my employee had to be moved to another room as the shower wasn't working and at approx. 3.20 am was awoken by fire alams going off throughout Hotel, there was not hotel staff members on site which I believe to be terrible in the event of a evacuation as guests in the hotel had to call the emergency services and check rooms were evacuated, this resulted in not further sleep before starting a shift at 7am.
I have looked at reviews on booking.com regarding this hotel and its mainly negative and along the lines of false advertisement.http://www.booking.com/hotel/gb/antico.en-gb.html?label=gen173nr-1DCAEoggJCAlhYSDNiBW5vcmVmaFCIAQGYAS64AQzIARTYAQPoAQGoAgM;sid=da766f69a98011f66168500c16e29401;dcid=4;ucfs=1;room1=A, A;dest_type=city;dest_id=-2608164;srfid=8f873921ae1038d8b3e37bc86dca7fd5a6a95bb0X1;highlight_room=
I have provided link showing pictures of hotel that were far from accurate.

Booking.com

Add to contacts

14/03/2016

Photos

To: [protected]@outlook.com

customer.[protected]@booking.com

Booking.com Booking number: [protected]
PIN code: 8964

Thank you, james! Your reservation is now confirmed.

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Flying Dutchman
13-14 Terminus Terrace, Southampton, SO14 3DT, United Kingdom - Show directions
Phone: +[protected]

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Make changes to your booking

Your reservation 4 nights, 1 room
Check-in Monday 14 March 2016 (14:00 - 21:00)
Check-out Friday 18 March 2016 (07:30 - 10:00)

Double Room £190.50
20 % VAT is included. £38.10
Total price £228.60
Best Price Guaranteed

You'll pay when you stay at Flying Dutchman
Pre-authorisation: To check the validity of your credit card and guarantee your booking, the property reserves the right to temporarily hold an amount prior to arrival.
Please note: additional supplements (e.g. extra bed) are not added to this total.
The total price shown is the amount you will pay to the property. Booking.com does not charge any reservation, administration or other fees.

Is everything correct?
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• Edit credit card details
• Edit guest details
• Request early check-in or late check-out
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james, Southampton is near Bournemouth

Bournemouth
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Room details
This comfortable room with free Wi-Fi features Egyptian linens and has a flat-screen TV, tea and coffee making facilities and a smart en suite shower room.

Guest name wayne browning Edit guest name
Number of guests max. 1 person. Edit number of guests
Meal Plan There is no meal option with this room.
Prepayment
No deposit will be charged.

Cancellation policy
If cancelled or modified up to 3 days before date of arrival, no fee will be charged. If cancelled or modified later or in case of no-show, 100 percent of the first night will be charged.

Any cancellation or modification fees are determined by the property. You will pay any additional costs to the property.

Cancellation cost • From now on: £55.80

Cancel your booking

This reservation can not be cancelled free of charge.

Special Requests
Approximate time of arrival: between 17:00 and 18:00 hours
You have a booker that prefers communication by email

Important information

Please note that the bar gets very busy at the weekends and the noise can be heard in some of the rooms. The noise will stop at 01:00. If this is likely to disturb you, please request a quiet room using the Special Requests box when booking.

Payment

You have now confirmed and guaranteed your reservation by credit card.

All payments are to be made at the property during your stay, unless otherwise stated in the policies.

Please note that your credit card may be pre-authorised prior to your arrival.

This accommodation provider accepts the following forms of payment:

American Express, Visa, Euro/Mastercard, Maestro, Solo

Booking conditions

Guest parking Public parking is possible at a location nearby (reservation is not possible) and charges are applicable.
Internet WiFi is available in all areas and is free of charge.

See all booking conditions

Need help with your reservation?

Contact the property Phone: +[protected]
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You can view your reservation or make changes online anytime.

Email customer service

Local number: [protected]
When abroad : +[protected]

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Booking.com Customer Service Team

Hello,
I made a reservation from booking.com on 14/12/2015 to Plaka Hotel for the dates between 18/03/2016 - 20/03/2016. It was written that, I won't be charged if I cancel the booking before 16/03/2016. My reservation code is [protected]. I cancelled my booking on 11/03/2016 and recieved the email from booking.com saying that there will be no fee for this cancellation. Later on that day Plaka Hotel charged me 87$ I sent mails to both Plaka Hotel and booking.com but they are ignoring me. I request an urgent refund to my credit card!

I have booked with booking .com for years wirhout any problems. However, lately it would appear that this service has become highly dishonest in their dealings. I booked a hotel on the understanding that money would be deducted on arrival. At no stage did booking .com alert me to the fact that the money would be taken immediately and they would charge me 300.00 to cancel. They only mentioned this AFTER THEY GOT MY CREDIT CARD DETAILS. When I tried to contact them, they refused to answer any emails. The exact same thing hapoened to my sister. I will never use this service again and would urge customers to contact hotels directly as I will be doing in future. Incidentally, booking.com has never guaranteed cheaper rooms, the price is the same whichever way you book

I booked accommodation through Booking.com for Cape Town on Friday 4th March 2016, costing me £620. Soon after booking, I realised the same accommodation over the same dates was £575 on Expedia. Booking.com only had refundable bookings available so luckily I had booked this and it fell under their "best price guaranteed" rules. So, I called immediately after the booking and told them I would like the difference refunded or I would just cancel and book with Expedia. The person I spoke to in customer services, named Gerardus, said he would send me an email and I must reply with the details. He assured me that it would be dealt with straight away if I did this. So, I sent the link to the Expedia page as he requested with all other details. I also decided to take screen shots of the deal, just in case the accommodation became unavailable. I also sent this information via booking.com's online customer services form in case Gerardus was slow in dealing with the issue. No response. I left it over the weekend, assuming the department that deals with it does not work on a weekend and called first thing this morning (Monday 7th). First of all, it was lucky I took the screen shots (which they had not asked for), as the accommodation was sold out on Expedia now and they wouldn't have looked into it at all. However, they still would not refund the difference because it was a non-refundable booking that was for sale on Expedia, i.e. a different product. I explained that I didn't need a refundable ticket, as I had explained to Gerardus on Friday, but that's all that was available on Booking.com and if he had looked into this or advised me sooner, then I could have cancelled with Booking.com and booked with Expedia. Unfortunately, booking.com would not budge on this and told me it did not meet their criteria, forcing me to keep the more expensive accommodation with them since Expedia's accommodation was no longer for sale. It is perhaps my fault for not looking for cheaper deals elsewhere, however, I am a "Genius" member at Booking.com so accommodation has always been cheaper there in the past and I find the website easy to use. However, their "Best Price Guaranteed" is a joke and I'd be interested to see how many people successfully claim on this. What good is it if they don't look into your claim until days and days later when the other website's deal no longer exists. I did went beyond everything they required to claim this money back and due to their slow processing it has cost me over £45. It's not a lot but it's hugely frustrating and I'm disappointed that having been so loyal to Booking.com they don't seem to value my future business. I asked for a complaint's department but apparently they don't have one. Is that even legal? I can give my booking reference number and screen shots on request but I'm a little reluctant to post them on a public website before the trip.

Dear Booking.com,
I have been trying to sort out this issue since 22nd February where you unlawfully debited money from my bank card. I called you after I had problems on your website to advise that an error was made. You ignored this and immediately passed on my card details to El Guarapo who immediately debited full amount from my card, despite your assurances that you would EXPLAIN to El Guarapo the situation.
I have emailed you numerous times and have tried in vain to get through on the phone line.
You advised me that you would speak to El Guarapo to sort this out, . I have spoken to El Guarapo and they have said I need to sort out the matter with you.
We need to resolve this matter URGENTLY and I am asking for an immediate refund to my card.

I had booked a hotel in italy for the end of septemer and when I booked it said you can cancel up until september 24 which was 3 days before my booking. I then put in my card details to secure the booking but sadly had to cancel. I have now been told that I am being charged the full amount for the room. I have emailed booking.com and they haven't responded to me yet! I am pretty angry about the situation because it is clearly stated in big green letters about the cancellation and I can't find a policy anywhere. I am now going to lose £100 because of a stupid misconsumption. I don't know what else to do?

I have used www.booking.com for years. My first dispute with them over resort taxes in Las Vegas was upheld & they reimbursed me.
However, I have just returned from a week in The Cosmos Hotel in Moscow. I am training for a half marathon race this weekend so booked this hotel specifically because it had a gym, sauna etc. On the www.booking.com website there are references to a surcharge for parking & collection from the airport but NOTHING about a surcharge to use the gym facilities. It was -5degrees outside so I went to the gym & was charged 800Roubles (about €8) to use the gym. There were 2 of us so an extra €16 per day was simply out of my price range. I paid £272 for a week for this hotel & presumed this included use of the gym. I spoke to the manager at the Cosmos hotel who explained they had 100's of complaints about the surcharge but it was www.booking.com's fault because they had been told on numerous occasions to update their website. I have since complained to www.booking.com and they have literally fobbed me off blaming the hotel. This is "totally" unfair. I could have paid for an almost identical hotel approx. £100 cheaper but the www.booking.com page DID state a surcharge for using the gym, so I booked The Cosmos so all my fees were paid up front. What can I do from here to receive the compensation I deserve other than simply keep slagging them off on Facebook?
Your help is greatly appreciated.

My family and I reserved a notel named flora hotel apt in cubai 2 weeks before traveling here with my friends credit card because I don't have international credit card. So some days before coming, booking.com emailed me and said ur reservation os cancelled and after that another email that they said we charged u 350 dirhams because of ir cancellation! But I didnt cancel anything!
So anyway I showed up the exact date in hotel and although I called them and said my problem and they confirmed me we have no problem and ur room is ok, they said we dont have rooms u should change it with another flora hotel 10 minutes away from this one. And they didnt let me talk. I tried to say I dont want it but before I do anything the bell boy took our luggages and left and we had to follow him. Here in this hotel we are not happy and at the same time this one is cheaper than the one we reserved but they don't accept to take the real fee and say u should pay what u dealt!
Anyway I will leave this hotel and this country but will never reserve any hotel from booking.com and at the same time will tell my all family and friends not to trust the good rates cause u may trap in an unknown country spending ur whole money. Nobody wants that.

I booked a hotel through Booking.com for two people. When we arrived at the hotel we were shocked. It was absolutely nothing what we expected it to be. The hotel looked more like a motel, was very dirty and needed some work and refurbishment. The room that we stayed in was terrible. Our bed was broken, pillows were dirty. Toilet was also a mess, and towels were stinky! Hotel manager was not helpful. There was no tea or coffee in our room, we had to buy everything ourselves. There was also no toilet paper. There were some strange yellow stains on the carpet and the worst part was the huge roach in the sink! Horrible place. No thanks to Booking.com!

Dear CEO Darren R. Huston and all concerning,

My name is Dr. Thavatchai Aroonrasmeruang, my BOOKING NUMBER: 155.700.892
The property name is "Pizzeria Restaurant Wieser" Address: Toning- Stoeckl- Weg 2, 39030 Rasùn di Sotto, Italy
I made this booking on Saturday 20, Feb and on Monday 22, Feb I received the call from the property told me that the price I booked was not correct and asked me to cancel this booking and make a new booking with a new higher price. But I decide to call to booking.com customer service and ask them to help me for the mistake that I didn't make it.

After calling so many times and talking to different persons from customer service team but never have a chance to talk with the senior supervisor. Finally the man before the last lady that I talked to, responded to me very impolite, he said that "why you call to customer service everyday?" and didn't tell me for any progression of my problem and hanged up before finish the conversation. As the customer I have the right to call and ask for the best solution for my problem but why he said to me like that?

And now the last lady named "TAN" told me that the final solution that their senior supervisor concluded is "I have to accept the new higher price that the property claim now ( at first 60 EUR/night and right now 70 EUR/night ), " In general as the standard of travel agency after complete booking that means hotel, customer, travel agency have to accept all of the details in the booking include the price. If the mistake come from the property, they have to take all responsibilities, not the customer. And Booking.com as travel agency should help their customer and have the authority to deal with the hotel. But now Booking.com give me the solution that I can't accept and throw away all troubles to the customer like me. I am a doctor, if I do any mistake to my patient I have to take all responsibilities and solve the problems of my patient.

I think that now I am unhappy to stay at "Pizzeria Restaurant Wieser" and maybe the property will not welcome me so I also give the reasonable choice that I will go to stay at alternative property nearby named "Platzerhof" Via del Sole/ Sonnenstraße 22, 39035 Monguelfo, Italy but in this case I didn't do any mistake so the property and Booking.com should have the ethics and take responsibilities to compensate the difference of the room price and match all conditions that I must have from the old booking( I only ask for the difference of the price 150 - 111 EUR+ breakfast 36 EUR/3days ) but the solution from the senior supervisor is "NO"

So I kindly ask all of the concerning to review my complaints and find the best solutions for me. I always trust in Booking.com but right now I wonder that I should mistrust Booking.com or not because it's the second time that I have the problem with my booking ( in September, 2015 I also have problem from Booking.com with the Alaskan Wish Lodging Seward Alaska )

I ever had the problem like this from Asiatravel.com that is smaller agency but they can solve the problem quickly and I am very happy but not from Booking.com a worldwide agency.

My duty is so busy and I have to waste a lot of time during the past 5 days so again please kindly help me to solve this problem very quickly.

Hope to hear from you very soon.
Regards.
Dr. Thavatchai Aroonrasmeruang

I booked a one night stay in a hotel in Germany through booking.com. I received a confirmation email stating my booking was accepted. Several days later I received another message saying that my booking was cancelled, since the minimum stay was for 3 nights. I contacted the hotel and spoke to their manager, he told that he never heard anything about minimum stay. No explanation from booking.com! I sent them a message, but never received a response. I'm very disappointed!

I booked a room through Booking.com, but the date of my arrival changed so I contacted customer support. Then they called the hotel, and later someone from the hotel called me back. Well, Booking actually did nothing, they just gave my phone number to the hotel manager. When manager called me she said that there was no reservation under my name. I also got a better deal booking directly with the hotel with no cancellation fee. I must say that this company is dishonest. Better stay away from this site.

I booked a hotel through Booking website. Later I decided to call the hotel to check if everything was ok with my reservation, and discovered that the hotel that they booked me in was not even operational! I immediately called Booking and they booked another hotel for me. When I arrived at the place I was told by the hotel manager, that there was no reservation made for me! I'll never trust Bookin.com again! They made two reservations me and every time they lied and scammed me! Horrible thieves! This company needs to be shut down! Avoid this company at all costs!

Booking.com booking reference: 301.742.455

I booked a room in the 'Luxury Apartments Mondrian Market Square II' in Warsaw through booking.com for a stay in 9 months time. I selected the 'free cancellation, pay during stay' option as my plans were not set in stone. This option cost more but I always choose this option in case my plans change. I ended up cancelling my reservation a few days later through booking.com as I wouldn't be able to get to Warsaw. However, this hotel ended up charging me IN FULL for the entire stay which was £455 after I had cancelled. There are two major issues here -

1) Booking.com have allowed this hotel to make false claims about their booking policy as no payment should have been taken until my stay.
2) They stated they had 'free cancellation' which was also not the case.

I contacted this hotel several times and heard nothing back. I also mailed booking.com and I can't believe how badly they have treated me as a customer. It is over a month ago since this hotel took this payment and I have been given the runaround by booking.com. They have been unable to get a response from this hotel either which reflects really badly on booking.com that they allow them to get away with it. I can't get a response from them and neither can booking.com so it is obvious they have no intention of refunding me. They still represent this hotel on their website which means they are putting other customers at risk.
I have been given lots of conflicting information by around 6 different customer agents - initially I was told I would get a refund within 14 days. This didn't happen. Then I was told the hotel had 24 hours to refund me, if not booking.com would refund me. This was last week and the latest correspondence from a different customer service agent has said that the hotel has another 5 days. So I am being lied to by various customer service agents from booking.com. I am yet to get a definitive response from someone at booking.com where I'm comfortable the matter will be resolved. Do they think I will just sit back and allow such a large payment to be taken and not do anything? It was taken in January too which really messed me up financially.
This is a kind of fraud in a way as this payment was not authorised. It is also false advertising. Booking.com have to have some responsibility for their (loyal) customers. How can they and this hotel get away with taking such a large payment?
I hope any booking.com customers read this with great care - you are giving your bank details to a company who don't safeguard them and they are representing establishments who are clearly unethical. This should have been treated as a serious matter from the outset by booking.com and resolved in a timely manner. Instead I have been fobbed off and this hotel still have my money.