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“Worse service I ever received”

written by Miriam6 on 21/01/2019

I booked a room through booking.com for one of my colleague. It was clear this was non cancellable and payable in advance, which is fine. AFTER I paid (for 14 nights so that was a bit of money), I received an email saying that the person to check-in and the person on the booking HAVE TO be the same. I tried to contact booking.com to explain my colleague from Korea would be staying at the hotel and not me. They said I had to contact the hotel. I contacted the hotel who said booking.com would have to change it and confirmed they would not give the room keys to my colleagues. I contact booking.com again who agreed to send an email to the hotel confirming I would call them and change the name on the booking and that was ok. I waiting a few days before calling the hotel again who said they did not receive any email. I called booking.com AGAIN - who said they can't possibly do that (send an email ... so hard!) and do not even have a way to call the hotel (!!!)
This is so frustrating. My colleague will fly all the way from Korea and after a 13 hours flight will probably have problems at the hotel - looks like she might not even get the key to her room (which is fully paid, in advance). What I am supposed to do ??? Book another hotel for the same 14 nights?

I would advice NEVER to use booking.com. They are ok if there is no problem. As soon as you need help, the use the "procedures" to explain they can't help you. They could not care less.