Khou Y.

My experience with Booking.com's customer service was handled in a very professional and timely manner. I accidentally booked a hotel in SF that I was not intending to retreat at online and while trying to undo it, I confirmed it! I didn't realize it until I had received an email with a confirmation number followed by my computer error. On the website, if I had done it, a cancellation fee would apply if reservation was to be cancelled and I just did not feel good about it. I immediately called the hotel and explained the situation and they were not able to cancel my reservation, I would have to contact Booking.com. I reached representative ERIC and I cannot be more thankful for his understanding and going out of his way to cancel and waive the fee for me! I was put on hold for about 10 mins and ERIC came back on to apologize for the wait and explained to me that he had to contact three agencies to get them to cancel the reservation without any fee. I was ecstatic and thanked him for going above and beyond! Such a genuine representative! Although the hotel was not for me, I definitely will be using Booking.com for the one I'll be SURE of this time. And I'll book it properly! (: thank you again, ERIC! We need more people like you in this business!