Written on: 16/08/2013
In my opinion: A recent holiday to USA was nearly ruined by these incompetent, rude people. Three months before travelling I booked hotel deals on booking.com that were "pay now" (no cancellation possible) to avoid a much anticipated sharp decline in our currency. Booking.com also gave a "price guarantee". Their booking confirmation clearly stated that full payment would be taken on the day of the booking. This failed to happen. Some payments were taken two months later! Some payments were not taken at all prior to arrival at hotels because booking.com had sent incorrect code to the hotel. In the meantime our currency had declined about 15%. I phoned booking.com again and again months prior to travel pleading that payments be taken. I also asked them to honour their "price guarantee" as lower prices appeared on other booking services. They said they were "just a messenger" and everything was for the hotels to decide/honour. In summary; booking.com were a huge stumbling block as they failed to live up to guarentees and undertakings, failed to make any effort at empathy let alone correcting a mess made of their own incompetence.