Not the greatest customer experience

Booking.com - www.booking.com
★★★★☆
4.2
84.0% of users recommend this

Guest's review of Booking.com - www.booking.com

“Not the greatest customer experience”

★★☆☆☆

written by on 26/01/2016

I booked a holiday through booking.com to go to the lakes for my husbands birthday. It was a prepay deal, paid in November. Due to flooding in December the hotel couldn't take our booking any more and booking.com issued a cancellation notice together with a promise of a full refund(which was absolutely fine, you can't predict a flood).I completely understand that the site is a third party agent but when I rang booking.com today in order to chase the refund that we still hadn't received (we were notified by them and paid through them initially) I couldn't believe the level of service I received. The member of staff was rude, disbelieving and actually laughed when I asked her to please listen while I finished explaining what had happened. I was astonished and incredibly disappointed at the level of service offered. I just wish that they could have listened when I rang for advice and help with my refund rather than taking my money and not caring.

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