Hotels.com
Reviews and Complaints

Hotels.com, where do I even begin? I'm not the first to give them a less than stellar review, and for good reason. My experience with them was a nightmare from start to finish.

Over two months ago, my family and I booked a lovely hotel on the slopes of Versuvius through Hotels.com. We received a confirmation email a week before our trip, so we left Rome and drove down to Napoli, excited for our vacation. However, when we arrived at the hotel, we were told that there was no booking for us and that they were fully booked. They had informed Hotels.com and their owners, Expedia.com, by email and phone that there was no vacancy, but we were never notified. The day before our arrival, the hotel had even received a confirmation email saying that we were coming. Once again, they contacted Hotels.com and informed them that there was still no vacancy, but nothing was done.

After spending over an hour on the phone with their relocation department in Manilla, we were booked into another hotel that was supposedly just as good as the one we had been turned away from. However, when we arrived, we witnessed another guest arguing with the front desk because the room she had been given was unacceptable. We had to wait almost two hours for our room to be ready, and when we finally got in, it was a smoking room. The walls were stained brown, there was an ashtray on the table, and it smelled like a student hostel. To make matters worse, the pool was disgusting, full of green slime. Even our 11-year-old son didn't want to go in, despite the heat.

I asked to be relocated again, but was told that the cleaning staff had gone home for the night, so we were stuck with the room. We couldn't even get a refund because the booking was non-refundable. So, I spent another three hours on the phone with Hotels.com customer service, trying to get a suitable hotel. The line cut off at least six times, and every time I called back, I had to explain the situation from scratch to a new agent. At one point, I was even told that we would have to pay for the new hotel ourselves. I was furious, and they hung up on me again.

Finally, I managed to get hold of someone who was actually willing to help us. We were able to get a decent hotel without a pool, and we didn't have to pay extra for it. As an apology, we were given a 10% off voucher, but it expired just three days after we got back from our holiday. This was the final straw for me. I travel a lot, and I will never use Hotels.com, Expedia.com, or any of their subsidiaries again. I'll make sure none of my friends do either. I gave them one star because it's not possible to give them zero or negative stars.

I recently booked a room at Sleep Inn in Montgomery through Hotels.com on Sat Nov 14th. I was specifically looking for a hotel with an indoor pool for my nephew to enjoy during our stay. I chose the pay now option as it was $5 cheaper and for the same day. However, after completing the purchase, I noticed that the date was not the one I had selected but instead was for Nov 29th. I immediately called Hotels.com to rectify the issue.

The representative I spoke to informed me that they did not see the reservation yet, even though I had just made the booking. After waiting for a few minutes, the reservation finally showed up, and the agent called the hotel to confirm the booking. The hotel agent informed the Hotels.com agent that they were sold out for the day, and the reservation could not be changed. The Hotels.com agent then asked the hotel agent to cancel the reservation, and I was assured that I would not be charged for the system's mistake.

I went on to the Hotels.com website to write a complaint about the incident and requested that I not be charged for the mistake. However, six days later, I was charged for the room. I immediately called Hotels.com, and they informed me that I should not have been charged and that they would call the hotel on my behalf. After speaking with the hotel, they informed Hotels.com that they could not issue a refund as no manager was available. I was told to call back on Monday.

On Monday, I contacted the hotel and spoke to a manager who informed me that they had never received a cancellation. However, I had received a confirmation email stating that the reservation had been canceled within five minutes of making the booking. I emailed the confirmation to the manager, but I have yet to receive a call back.

I am extremely disappointed with both Hotels.com and Sleep Inn. Hotels.com should have refunded me or offered me a credit for their mistake, and Sleep Inn should have automatically refunded me for a stay date that had not even happened yet. I will continue to pursue this matter until both companies do what is right.

I booked a stay at Tweelwonen Kaagresort through Hotels.com on 6/25/15. I got a confirmation email from both parties on the same day. However, on 8/12/15, I received an email from Tweelwonen Kaagresort saying that my reservation had been canceled. I called the resort that day, and the person I spoke with told me that someone else had already booked the apartment before I did, and that was why they canceled my reservation. I asked how I was able to book and pay in full for an apartment that was unavailable, and they said it was "a computer glitch". I told them that my credit card had already been charged the full amount of $1033.82 and that I expected a full refund. They said that wouldn't be a problem, and I would get my money back within seven business days.

On 8/24/15, eight business days later, I still hadn't received any refund. I tried to contact Tweelwonen Kaagresort, but no one answered the phone, and there were no voicemail services. So, I contacted the billing department at Hotels.com and told them everything. The billing representative put me on hold while he tried to contact Tweelwonen Kaagresort to verify their cancellation. He couldn't get anyone to answer at the resort and told me that he was forwarding the information to the accounting department. The representative said that someone from the accounting department would contact me within 72 business hours to resolve the issue.

On 8/27/15, 72 business hours later, I still hadn't received my refund, and no one from Hotels.com had contacted me. So, I called the billing department again and told them everything. The representative put me on hold while attempting to contact Tweelwonen Kaagresort, but again, no one answered. She said that she would forward all of the information to the accounting department for resolution and that I would be contacted in no more than 72 business hours. When I told her that this is exactly what the last representative told me, three days ago, she assured me that someone would "definitely" contact me within the next 72 business hours. She also said that she was going to cancel my reservation in the Hotels.com system so that I could be refunded 50% of my money. I was worried that if she canceled my reservation, I would never receive the other 50% of my refund due to the resort's cancellation policy. However, she assured me that she had thoroughly notated all of the above information and that I would have no problem obtaining the remainder of my refund.

On 8/31/15, three business days later, I still hadn't received the remainder of my refund, nor had I been contacted by the accounting department. So, I contacted the billing department at Hotels.com again and told them everything. The representative said that he would forward the information to the accounting department and that I would be contacted in the next 72 business hours. However, on 9/3/15, three business days later, I still hadn't received the remainder of my refund, nor had I been contacted by the accounting department. I called the billing department again and explained the entire situation again. The representative assured me that the accounting department was "working on it" and would contact me in the next 24 hours. I pointed out to this individual that I had now been waiting for someone to contact me for the last 168 business hours. He said that he was "sorry for the inconvenience," but that there was nothing more that he could do.

It has now been 48 hours, and I still haven't heard from anyone. I would not recommend booking anything with Hotels.com. Their customer service is terrible, and they don't seem to care about their customers. I'm still waiting for my refund, and I don't know if I'll ever get it. It's been a frustrating and stressful experience, and I wouldn't wish it on anyone.

I'm writing to share my experience with Hotels.com, a service I've used for over 8 years. Unfortunately, my recent encounter with their customer service left me feeling very dissatisfied.

On April 3rd, 2014 at 11:02am in Brisbane, Australia, I called to book the Outrigger Reef On The Beach from June 10th to June 22nd. The customer service representative I spoke with was polite at first, but seemed unfamiliar with the hotel I wanted to book. I had to spell it out for him. When he looked up the price, I told him that the Hotels.com app had a 10% off voucher and was showing a price of $2998.30. However, he could only offer me a price of $3331 and claimed that "the app you're using has hidden charges that they don't tell you about." When I asked what these hidden charges were, he simply said that they existed without any explanation. I knew this was false, as I had used the app before without any issues. I also informed him that Expedia had the same hotel for $3090.

After a few minutes, the representative was able to authorize a price match with Expedia and told me the discount I would receive on my card. However, I had not yet booked anything, so I was unsure how I would receive a refund. I also informed him that it was cheaper to book through the Hotels.com app, which he disputed. He claimed that if I used the app, I would have to cancel the booking directly with the hotel, which I knew was not true. I pressed the issue, and he eventually backtracked and tried to claim that he had misspoken. I asked to speak to his manager, and he gave me a false email address to file a complaint.

I was very disappointed with the way I was treated by the representative and his manager. It seemed like they were trying to deceive me into booking through them instead of the app, and they were not forthcoming about the cancellation policy. I felt like they were trying to rip me off, and I'm concerned that they may be doing the same to other customers. I've contacted several sources to report this scam, and I hope that Hotels.com will take my complaint seriously and investigate the matter.

Overall, I'm very disappointed with my experience with Hotels.com. I've been a loyal customer for many years, but I feel like they don't value my business or my trust. I hope that they will take steps to address these issues and improve their customer service in the future.

I had an experience with Hotels.com that left me feeling uneasy. I called their center on December 14, 2013, using their free 1800 number to book a hotel room in an Asian country. The staff member I spoke with, Rain, was patient, kind, and cooperative. She tried to find a room that would suit my needs and preferences. After a few minutes of thinking and discussing with my family, I decided to pay with my credit card. I gave her all the necessary details to ensure that I wouldn't miss out on any special deals or discounts.

However, just as she took my card details, she told me that my credit card had been declined and then abruptly ended the call. I was shocked and disappointed, wondering why she would do this to me. I checked my credit account and found that there was nothing wrong with it. I made a new call to Hotels.com and asked if I could speak to Rain again, but they said they were not authorized to connect me with any staff member I had dealt with earlier.

I became more panicked and worried when the new staff member tried to finalize my booking, only to find out that the hotel room I wanted did not exist. Rain had given me false information about the facilities and payment methods. She had also lied to me about the room being free when it actually required payment. She had even suggested that I pay by credit card instead of PayPal, which was quicker. I was afraid that she might use my credit card for other purposes in the future.

Reading other reviews on the Hotels.com website only made me more anxious. Two reviews in particular stood out to me. One reviewer had experienced an illegal withdrawal from their bank account by Hotels.com, while another had their credit card compromised and used to book a hotel room in Great Britain. Both reviewers felt that Hotels.com was involved in criminal activity.

When I reported my experience to the Security officer at Hotels.com, she assured me that their booking website/system was secure and that my personal and card details were safe with them. She said that they worked in a paperless environment and that my card details were directly typed into the system, which was fully encrypted and encoded into a non-usable form.

Despite her reassurances, I still don't feel completely at ease. I worry that my details could still be used for fraudulent purposes. I hope that Hotels.com takes steps to improve their security measures and prevent incidents like mine from happening again.

These guys are total frauds. I was shopping at Megamart when one of their promoters (Wilberto) noticed that I was buying a snorkel. He was very persistent in his sales pitch, but he was nice, so I listened. He said all I had to do was go visit Grand Park Hotel, which apparently belongs to the Royal Holiday chain. I said no, I am in a hurry right now. He tried the next tactic by offering me free breakfast the next day at the hotel. I said no, I dont eat breakfast. He said then how about lunch? I said no thank you, I rented a car and just want to ride to see the beaches. He then tried the next tactic, offering lunch at the hotel the next day PLUS a free catamaran trip to visit some off-shore reefs. Finally, I was tempted. I asked No obligations? At least three times, he said no obligations whatsoever at least three times.

He met me at my apartment the next day to take me. When I arrived, the attendant (Paulette) said that I had to listen to a 90 minute presentation to qualify for the promotional offers Wilberto had promised. I said Fine, even though I was really looking forward to visiting the beach in my newly rented, adorable convertible VW bug and just a little time left on the island. The first saleswoman Roccio - stepped in here. She was low pressure and nice at first, and explained how their membership system works. She conveniently avoided the cost estimate even though I asked. Then she made me watch a video of paid (mostly Caucasian) actors saying how great the membership program was. The video was very sophomoric, sort of like listening to Donald Trump, and it explained how Id save money over thirty years as inflation goes up. I dont even know if I will be alive in 10 years, let alone 30, but whatever. Thanks for the insulting elementary economics lesson.

Next, they brought me out to the sales room, brought me a beer (probably to cloud my judgement) and the manager arrived for the hard sales pitch (I didnt get her name but she was in her late 50s or early 60s, short hair with some facial blemishes, and very abrupt). She bla bla blaed about how great the program was and then told me the price. GET THIS: $17,900! I said I had to think about that, it was a huge commitment, had to talk about it with my partner, etc. After badgering me for a little longer and realizing I wasnt going to write a check on the spot, she left and sent in the next guy (Roberto, I think his name was Roberto, although there was also an Edmondo involved). He had a cheaper deal. I could have 4 nights at the hotel for $25, but it had to be done in a year. I said I wasnt sure if I would be back in Cozumel in a year as I had found the beaches very rocky and difficult, and I like to visit new destinations. After more badgering, even offering me another beer if I accepted his offer (I said no), he left.

Then, Roccio showed up again and said since I hadnt completed the full 90 minutes, I was not getting ANYTHING. I had already been there for 70 minutes, and said fine, I will talk for 20 minutes more, but I was PROMISED two things that I didnt get lunch and the catamaran ride. She then told me that her manager, (the old short haired lady), said that she thought I had done this before and therefore she thought I was just there for the free stuff. No, I havent, actuallyand they can check that by looking at my many reviews. And really? Maybe you are that desperate to listen to sales pitches for a free beer, but I am not.

They are FRAUDS! Dont listen to their promises because they are lies. That old ugly lady manager and her sidekicks purposely kept the presentation under 90 minutes because I said NO, I need to think about this. This is a huge commitment. Believe them if you want, but it will cost you. And although the model room they showed me was very nice, I have read in other reviews their meals are mediocre and their rooms are shabby. What a waste of my precious time. I hope you are happy with your lies, Royal Holiday. I have stayed in 5 star hotels all over the world, but I will NEVER stay in one of your establishments because of your dishonesty.

I've been using Hotels.com for a long time now, and I've had some good experiences with them in the past. I've even found lower prices on occasion, and they've always matched them quickly. However, it seems like things have changed recently. I booked a 4-night stay through them, and a week later, I noticed that the exact room I booked was significantly cheaper on the hotel's website.

Since I've had good experiences with Hotels.com before, I decided to contact them and file a price match guarantee request. Unfortunately, I didn't get the response I was hoping for. They kept changing their reasons for denying my claim, making excuses, and eventually just ignoring me altogether.

Based on this interaction, I don't think I'll be using Hotels.com again. It's a shame, because I've had some good experiences with them in the past, but this recent experience has left a bad taste in my mouth.

Here's a condensed version of the email exchange I had with them:

First, I provided them with my confirmation number and the lower price I found on the Comfort Suites Kelowna website. They responded by saying that the specific source of the lower price wasn't on their approved list of competitor's websites, so my claim was denied.

I asked them to provide me with a link to the list of approved competitors' websites, but they didn't provide one. Instead, they said that my claim was denied because there was a difference in room type between my original booking and the alternative quote I found.

I pointed out that the room I found was identical to the one I booked through Hotels.com, but they reverted back to their original reason for denying my claim - that the source of the lower price wasn't on their approved list of competitors' websites.

I asked them again to provide me with a link to the list of approved competitors' websites, and they finally gave me one. I provided them with a direct link to the lower price I found, but they still denied my claim, saying that there was a difference in room type.

I pointed out that there was no difference in room type between the two bookings, and even provided them with photos to prove it. But they never responded to me after that.

Overall, I'm disappointed with my experience with Hotels.com. I've had good experiences with them in the past, but this recent experience has left me feeling frustrated and ignored. I don't think I'll be using their services again in the future.

On June 8th, I had a terrible experience with Hotels.com. My son was involved in a bus accident in Atlanta and we needed to find a hotel near the hospital where he was being cared for. I made a reservation through Hotels.com for a room with two beds at the Best Western hotel. However, when we arrived at the hotel after midnight, we were told that they only had a single king room available. This was not acceptable as my son was injured and we had three people. We had to find another room late at night.

I immediately contacted Hotels.com to request a refund for the Best Western hotel room. I spoke with a representative named Ruby who was polite but ultimately unhelpful. She informed me that the hotel was not willing to grant a refund as it was against their policy. I asked to speak with a manager but was told that they would not be able to do anything different. I was offered a coupon for $80 for a future booking with Hotels.com, but this was not satisfactory as I had no intention of ever using their services again.

Throughout the conversation, I was frustrated with the lack of assistance and empathy from Hotels.com. I had just been through a traumatic experience with my son and was not given the room I had reserved. I felt that Hotels.com should have done more to help me in this situation.

In the end, I was not able to get a refund for the Best Western hotel room. I was disappointed with the service I received from Hotels.com and will not be using their services again. I also plan to let others know about my experience so that they can make an informed decision when choosing a hotel booking service.

Don't even think about using hotels.com to book your next hotel stay. I made the mistake of using their app to book a 5-day stay in Tennessee, and it was a complete nightmare.

Before our check-in time, we received a call from my ex-wife informing us that our son had tested positive for Covid-19. We immediately called hotels.com to inform them of the situation and to see if we could get a refund. They put us on hold to contact the hotel, Timbers Lodge, and see if they would waive the fee and give us a full refund. Thankfully, the hotel approved the refund, and hotels.com let us know that we would receive the refund within 24 hours to our original form of payment.

However, we had used Affirm to book the hotel, and it was a one-time use card that could not accept refunds. We asked for the money to be issued on a hotels.com gift card that we could use at a later date, and the employee said that was fine and that it would take 24 hours.

But 12 hours later, we called again to check the status of our refund, and they kept hanging up on us and telling us they could not give us a refund. We spoke to multiple employees and managers, and each time we were promised a call back or a resolution, but we never received one.

We stayed up all night waiting for a call from a manager named Mitzi G, who promised to call us back within an hour, but we never received a call. We called back multiple times, and each time we were hung up on or transferred to someone who couldn't help us.

Finally, after 6 days and over 8 hours on the phone or on hold with hotels.com, we were able to speak to James, who finally resolved the issue and issued us coupons for $325. It was a frustrating and stressful experience, and we couldn't believe how difficult and rude the employees and managers were throughout the entire process.

As Gold members due to the amount of bookings we have made using this site, we were shocked and disappointed by how we were treated. If this is how they treat their Gold members, I can't imagine how they treat their regular customers.

Save yourself the trouble and book through another hotel site. Trust me, it's not worth the headache.

I had a really bad experience with hotels.com. I was trying to book a hotel in Birmingham, Alabama for July 28-31, 2014 at the Hampton Tutwiler. I didn't get a confirmation email, so I called their customer service number at 10:14 a.m. on July 24, 2014. The person I spoke to couldn't find my reservation and said that I didn't make one with them. I didn't have time to redo the reservation at the time, so I said I would do it later online. But I never did.

On August 4, 2014, I noticed a charge from hotels.com on my Mastercard account dated July 25, 2014. I called their customer service again and spoke to a woman named Sharon. She told me that I gave another email address, ***@ol.com, which is not even a real email service. She said that's why I never got an email confirmation. But they did have my cell phone number, and I didn't receive a phone call or text confirming my reservation. Sharon said she would call the hotel to see if the reservation was used. When she came back to the phone, she told me that the hotel's front desk manager said the reservation was used. So, I called the hotel while the hotels.com representative put me on hold to get her manager. I spoke to Jody Thrash, who told me that the reservation didn't list a credit card number, so no one stayed. She also said that it was Hampton Inn's policy to hold the room if the guest had not shown up by 12:00 A.M.

I called hotels.com customer service again and was put on hold for a long time. I tried the "chat" option online, but it didn't help. I spoke to David, who put me on hold again for 9 minutes, so I could speak to his manager. His manager asked for my confirmation number, which I never got, and put me on hold for another 30+ minutes. The line was dropped again. I called again and tried the call back option, but it took them 39 minutes to call me back. Sharon called me back and put me on hold, but then hung up. I called back and scheduled a call back at 11:00 PM. I received two return calls at 1:00 a.m. The second call I answered, but I hung up after staying on hold for two minutes.

On August 5, I called hotels.com and spoke to Jamie. She called the hotel and spoke to the front desk manager, Wendy Tate, who told her that someone stayed in the room using the reservation. I called Hampton Inn on another phone with Jamie holding on my phone. I spoke to Wendy, who said someone did use the room and checked out early per housekeeping. But she couldn't give me any details as to how the early check-out occurred or the name of the person who used the "reservation" listed under my name. I asked if they took a credit card number, and Wendy said since it was a third party transaction, Hampton Inn does not need one. I asked if a photo I.D was given at the check-in time, and Wendy said they did not require a photo I.D. for check-in. Wendy said she would further research this incident by conferring with housekeeping. As of August 8, 2014, Wendy has not informed me of her research's results.

I asked for hotels.com's corporate office telephone number, but Jamie said she was not authorized to give that information to me. I asked to speak to her supervisor. After being on hold for another ten minutes, Susan A. (refused to give me her full name) came on the phone. She reviewed the situation with me again and told me that I should have telephoned Hampton Inn on July 25th not hotels.com to confirm the reservation even though the reservation was made with hotels.com. She did offer a one-time deal of $100.00 refunded to my credit card, but I did not accept this offer. I asked her for the corporate office's telephone number, but she refused, but gave their physical address instead. I will be sending them a copy of this letter, as well.

On August 11, 2014, I noticed another unauthorized transaction from hotels.com again. A refund of $100 was applied to my credit card which was NOT agreed upon by me in any way. I called the customer service line again, and Jay answered. I reviewed the situation with him and asked him to remove the unauthorized refund from my account. I made the statement again that I did not agree to accept the refund as settlement in this dispute. I then hung up the phone.

I have filed a dispute claim with my credit card company, Comenity Bank. I hope this gets resolved soon.

My parents gifted me a hotels.com gift card for my christmas present, On February 1st 2024, i went to use this gift card, i opened the gift card up where it said to open, and the paper lifted off the 'Pin Number' as i opened it. Therefore, i could not tell what the pin number was to use this card.

I thought it's ok, i will contact hotels.com and they will be able to see that i haven't used this card, and will replace it, or add the total amount to my account so that i can use.

But, this wasn't the case. They told me that it cannot be replaced. I asked the question, that they could tell the money on it hadn't been spent, and i had a receipt with it, to show that it was purchased, but they still wouldn't.

£80.00 for my parents is a lot of money, and now it's something that i cannot use, caused by damage due to poor and shoddy gift cards.

Please see attached image to show where the pin number is missing. Because of the way the gift card is made (out of paper).

Hi I have 83.11 in OneKeyCash but when I go on to book a room it only shows $4.11

Please check into this. I have the print out that shows the $83.11. I need to book a room in Dec. Please get back to me ASAP. I have been booking from Hotel.com a long time. I booked under Barbara Coates then got married now Barbara McCombs

4587 S Rio Camino Loop

Fort Mohave AZ 86426

Thank you

On November 6th 2003 I was trying to book a hotel online. I thought I was dealing with the hotel directly. I found out that it was hotels.com through an email I received. I booked for 3 days and 3 days amount of money was debited from my bank when there usually is one day charge to hold the booking. I called and let them know that I did not know I was using a third party to book. Despite my pleading to have a full refund they refused to give me back $199 and only refund the amount for the hotel, and said it was a cancelation fee. My hotel was only a hour away. The booking was. 9 months out.The customer service rep was obtuse to the loss I taken. They will keep your $199 no matter what happens.I will not use this company for any booking. They made the website look like the hotel I was trying to book. I was misled and suffered the loss.

I booked at hotel stay at Expedia travel confirmation - Sun, Oct 8 - (Itinerary # [protected]).The place was not clean. I slept with my clothes on and walked in my shoes on the payment. I received 1 face cloth and two towels. I could not get another face towel until I turned it in.

Both Hotel.com and the GT hotel website said they had kitchenette and that was a lie. I was at the hotel for business. I cleaned the sink, toilet and used gloves to clean out the shower. The tub was so bad that on the last day, I put a towel in the tub so I could shower. I had been using the sink. I will remote to the proper health officials. I became ill and just stayed in the hotel. The people on the property were very scary and for the few days I went out, I came before dark. They did a bate and switch is against the law.

For years I have been a member of Hotels.com and have enjoyed the ease of making reservations and earning rewards points which I always use towards other travel.

There have been gaps in my travel, sometimes up to 18months, and nonetheless, I have been able to quickly get on the app and make reservations and have been able to apply my points without issue. Furthermore, the points that Hotels.com gave were highly rewarding - a great incentive.

That was until this week when I tried to apply my points to an upcoming trip to find out that they were expired as of 15 days ago.

This was done without warning, without an email warning me ahead of time that the points were expiring, and nothing on the app or the website states that the points are only good for one year.

Since Hotels.com merged with OneKey it's been one horrible experience after another and this is the biggest one. There's no incentive to stay with this service when my rewards points expire - unlike the competition

- I had 7 stamps on my account that were going to expire on 23 September 2023

- I therefore booked 4 nights in August 2023 so that the stamps (nights) would not expire.

- These 4 nights were not credited to my account.

D) I called the service center in August 2023 to complain, and they gave me a service number and said that the 4 stamps of August 2023 would be put on my account within 72 hours and that I would not loose the 7 nights which were on my account.

E) The service center FAILED to make this correction. Even though there was a service number generated.

F) On the 23rd of September, these seven nights were deleted from my account.

I'm having issue accessing my account. I have access to my account via your app Hotel.com which gives me all my past bookings but gives me an error code when I try to get my rewards. On explorer I more or less have an empty account?

I don't want to loose all of my rewards, probably 7-8 free nights. Moreover I've been a loyal and intensive user of your services with more than 150 rooms booked/year over at least 5 years.

Furthermore your customer service phone number in France +[protected] never never answers. If we have an issue with a booking, for example I'm in front of the place and it's closed, what do we do? Is BOOKING.COM purely virtual now?

Awaiting your response.

Regards,