Was visiting my daughter in Ayr Australia so looked on booking.com which only showed me 4 motels so I thought I'd look at b&b, but at this point it redirected me to Ayr Scotland. Whether it was I was on a small phone I did not notice or see anything to indicate this, so I booked immediately realised what had happened and cancelled. The ad said pay at hotel but the hotel (beechwood guest house ayr scotland) took the money. Booking. Com said nothing to do with them but always evaded directly answering the point of how I came from Australia to Scotland, tried 4 times and never got anything but contact hotel, the hotel whom I contacted a couple of times just completely blanked me no response what so ever. As with many large companies now they feel so large you get the 'what's one person syndrome' what's it matter to us if one customer goes elsewhere!
Hello,
I am sorry to hear of your dissatisfaction. Situations with cancellations will always depend on what type of policy you select. Booking.com will list the various policies that are provided by the hotels. There are policies such as Free Cancellations reservations, Special Conditions reservations and Non-Refundable reservations. I would like to investigate this matter further, and would appreciate if you would share your booking number. Please reply to this comment, or send an e-mail to customer.web@booking.com referencing this review.
Regards,
Salvador
Customer Service Team