Jeff C.

I made a reservation in good faith through Booking.com on Thursday 7/9/15
For which i received an email at 7:52pm that evening from Booking.com "CONFIRMING" my "GUARANTEED" reservation for a Double QUEEN Suite at the Best Western for 7/10 - 7/12.
My wife, myself and our 2 adult children proceeded on our trip on the morning of 7/10 with the full
Belief that we had a room waiting for us when we arrived at our destination which is a distance of 4 hours drive.
At 1:00 pm that day as we were approaching our destination, I received a phone call from the Best Western informing me
That they had "just then" received the request fax from booking.com, and that there were actually NO ROOMS available!
I literally could NOT believe it!
I booked this room the day before through booking.com and received a confirmation!
However, booking.com did NOT send the information to the Best Western in a timely manner, or even check availability, before sending me an email CONFIRMING that my room was booked!
The Best Western did their best to find us a room at another property, however the ONLY room available was a KING room with a pull out sofa bed, which was uncomfortable, and NOT large enough for 2 adults!
So as it turned out we spent our trip, which we had hoped would be so enjoyable, dealing with booking.com's MISTAKE, and with our adult son sleeping on a sofa, and our adult daughter having to share a king bed with my wife and I!

To put it mildly, this entire booking.com episode put all of us in a sour mood and ruined our trip.
My requests to booking.com customer service to make amends have so far went unanswered.
My suggestion... DO NOT USE booking.com. It is NOT a guaranteed room, and if they screw up your trip or your vacation, they do NOT care!

UPDATE - Several weeks later, after 'numerous' emails and phone calls, the Best Western, although this mistake was clearly NOT 'their' fault, took one on the chin and gave us a full refund which was very much appreciated! Kudos to Best Western for having the professionalism and customer service mentality to remedy the problem that Booking.com caused!
With that said... Thank you Best Western! And Screw you Booking.com!
Booking.com is a very shady and disreputable organization that I would NEVER use again nor recommend to anyone!