Alena M.

Booked 2 rooms for Christmas with free cancellation option. Had to cancel 3 days after booking due to the health reasons... on 26/12 hotel taken money from my debit card in full amount for the stay... I have contacted the hotel directly and they told me booking.com never cancelled the reservation and that's why hotel taken my money. Contacted customer service several times and if I am lucky enough and get answer, it is always the same "we are trying to find resolution but till now we could not"
This is now going on for more than 4 weeks... I have provided them with bank account statement as they asked, but still no resolution.
I have decided to report the case to Fair Trade as well as make a court claim, as I do not see booking.com willing to solve the issue.
Please be beware of their services... you may lose lot of money with them.