Written on: 14/08/2013
DO NOT BOOK FROM BOOKING.COM!!! WORST EXPERIENCE EVER!!!! READ THIS --- Booked a hotel in Hong Kong @ 9:30pm, paid deposit, went looking for the hotel, all we found was a ghetto apartment building with leaking and people taking drugs. Went to the floor that supposely the hotel is at, could not find a lobby or receptionist, asked a gal on another floor. Called this guy who she called brother, 2 hours later, this is 1am in the morning, this guy came. Apologized that there they forgot to close the bookings on their computer, and promised us to find another room on "another floor". Keep in mind this is in a ghetto area.. By 1:45am they found a room full of flees on another floor, the beds looked like they were picked up from the streets, we were ready to get out when they offered the room free to us, in return asked us to not report them... The next day, got an email from booking.com saying that we did not "arrive" at the hotel and that the deposit was to be confiscated, when we called, we got a nasty customer service rep, who said to me "YOU ARE RESPONSIBLE FOR READING THE TERMS AND CONDITIONS BEFORE BOOKING, THAT THE BOOKING RESERVATION WAS ONLY KEPT UNTIL 6:00PM".
I BOOKED AT 9:30PM, WHY WOULD YOU STILL HAVE A BOOKING WINDOW OPEN FOR A RESERVATION THAT CLOSED AT 6:00PM??!! ON TOP OF SUCH, THE GIRL AND HER SUPERVISOR DID NOT EVEN GO INTO THE REST OF THE STORY TO DO THE BASIC TO DEFEND CONSUMER RIGHTS, AND KEPT SAYING, YOU SHOULD HAVE READ THAT THE BOOKING RESERVATION ENDED AT 6:00PM". I'm not even sure if booking.com has even verified that they were a legitimate hotel!!
Look, when I booked, and you said there was rooms available, and asked me to pay a deposit. THAT deposit is used to reserve that room, I'M SHOWING A COMMITMENT THAT I WILL SHOW UP by paying a deposit. Instead booking.com treated me like some trash, and played an entire scam not only that when I booked there was already ZERO rooms (the hotel forgot to close the booking), you did absolutely NOTHING to investigate, and kept on saying that the reservation was only held until 6:00pm. BS. DON'T BOOK FROM THIS WEBSITE.