Jayne S.

I booked a disabled room 3 months in advance of our trip to a Para Sporting Event. 2 weeks prior to the event I received an email from booking.com saying that they had amended my booking to a family room without asking myself if this was ok! Of course it was not ok as the room is for a full time wheelchair user who can not stand or walk. I was very annoyed with them and asked them to change the reservation back to the disabled room. After being on hold for over 10 minutes I was told that the hotel had no disabled rooms available now. The rep apologised and said I don`t know what else I can do about it now. I asked to speak to a superviser who was hopeless and eventually told me to find another hotel and they would pay for it as they had made the error. After many phone calls later to various hotels I mananged to secure a hotel with a disabled room. When I informed booking.com they say they will now only pay 20% of the cost. I am now seeking legal advise as they broke a contract and shouldn`t be able to get away with it. Needless to say I shall never book with booking.com again and I am spreading the word far and wide!