Crystal T.

WORST customer service!

I booked a 5 bedroom house for 14 people in S. Lake Tahoe for New Years Eve, only to arrive and find a building under renovations. Booking.com "accommodated" our party by finding us 4 separate hotel rooms. At the time of the "alternate accommodation", I agreed to the new lodging at the hotel they found with the thought- I would deal with the monies later. After all, my party had just spent the last 4 hours in a car, in a parking lot, in a wind storm and 13 degree temperature, while I was on the phone with Booking.com. Now, a few days later (1/6/2016) and Booking.com will only offer a "good will gesture" of $75 refund. I asked to speak to a manager and Andres "the Supervisor" informed me, "they all would say the same thing." I again insisted on speaking with someone else. Andres put me on hold "consult with another manager", only to return to the phone and repeat himself.

It is despicable to me for a company like Booking.com to think accommodating my party with 4 separate SMALL hotel rooms was sufficient for not being able to stay in our 5 bedroom house that I booked 10 months in advance.

I was even told by a Booking.com agent that, "it's not our fault the house is under renovations." Surely, it's not MY fault either. The company that the house operated through "Affordable Lake Tahoe Villas" is at fault, but when Booking.com decides to do business with them and represents them, in my opinion, they (Booking.com) hold fault as well.

In the end, I am stuck paying a $150 cleaning fee for our HOTEL rooms because "I would have been charged that had I stayed at the house" and I will not be refunded for the difference in the tax rate of renting a house versus the tax rate of the hotel rooms we were "stuck" with.

DISGRACE!