Amy R.

We booked a hotel with booking.com in Bangkok for an overnight stay before flying home. The hotel was £55 so for Thailand not a cheap hotel. On checking in the room was vile, dirty, run down, barely fit for a rat to live in. We went to reception and advised them we where going to leave and they informed us they could not refund we had to contact booking.com. So on our return to England that is what I did, I sent them photographs of the rooms state and explained the situation. 7 Days later they have advised they cannot refund me as I should have 'picked a better hotel' their words. The difference between the photos on their site and the reality is shocking. I will NEVER use booking.com again for personal or business use, and I strongly advise you avoid them at all costs. Customer services are rude and unhelpful. Luckily on this occasion I have only lost £55 and we managed to find somewhere suitable for our family that night. However in many cases I imagine people have lost a whole lot more money.

Shocking.