AnneMarie H.

I have book with booking.com before and was very pleased with the service. Now that I am planning another vacation, the experience is not the same. I book a hotel stay for 3 days for a price of $75.65, while I was searching for things to do for the trip, I saw that the price was a little lower at about 5 different competitor websites of $62.00 a night. The first customer service rep was very rude, disrespectful and argumentative. I simply asked for a supervisor and she stated that she did not have one. Had me on hold for over 30 mins and stated that there was nothing she could do (short story form). I then asked to speak with someone else, because we were just going back and forth, she then stated " I will just transfer you back to the United States" since you can't understand me. I was like, Wow, really? You stated that, I just want someone else to assist me because nothing was being resolved with me and her. So, at this point, I hung and called right back. The second rep immediately transferred me to a supervisor upon my request without a problem. I told her what had just happened and she advised that she would follow up with the former rep's supervisor. She reviewed my information and stated that she would look into it. By this time, I sent in an e-mail to see if I would have better assistance via e-mail. As I was waiting again over 30 mins, the 2nd rep gets back on the phone and states that there was nothing that they could do because I booked a non refundable room? Ok, I get it. I advised that the website does not explain that very well, all I saw was a price match guarantee? So at this point I have advised that I will be sending a letter to the corporate office about my overall experience. I do understand that you have polices and procedures in place however my overall second experience was not good. After this trip, I will no longer book with booking.com or refer or advise anyone else based on this experience. ****Update*** After speaking with 2nd Rep, she called the hotel directly and they honored the lower price! That was all I ever wanted. I thanked her for you efforts and assistance and advise that I would mention it in the letter that I am still sending to corporate about the whole overall experiences. Raised to 2 additional stars.