Francheska I.

Booking.com is the absolute worst hotel booking company I have ever encountered. I always have used third party sites like Hotwire, Hotels.com, and Travelocity and have never experienced any issues with double booking and this unprofessional load of crap company ruined my weekend. I reserved this hotel room for one night on September 3rd for my bachelorette party two months prior to arrival. They state free cancellation but charge you the full stay a week after you book without any sort of notice; fine... I can deal with that. I arrived at the Crest hotel and suites with my bridemaids an hour before my check in time to be told that my reservation is not in their system. I provided the receptionist the confirmation from booking.com so she checked her system and told me that booking.com has relocated us to another hotel. Wait, what?! So I immediately called their customer service number only to find it connects to someone in SPAIN. The gentleman on the phone tells me that they don't relocate people and this must be a mistake from the hotel so he calls the hotel and speaks to the front desk as I am frantically waiting with all my bridal party decorations in the front lobby the front desk lady tells me that they overbooked the rooms and that's why I did not get a room meanwhile I am on hold and then the gentleman comes back and tells me the hotel is to blame and that he was going to do everything to help me. So it was an all out war between the front desk lady and the booking.com rep. He then sends me a relocation email (thought they didn't relocate people?) stating which hotel is available around the area and that I would have call the new hotel and make a reservation and then pay and submit the receipts for reimbursement... This right here really placed me over the edge! So this crappy company not only over books the rooms but also has me doing my own reservation and submitting reimbursement receipts for a reimbursement that more than likely I will never receive?! I ended up asking the hotel for a full refund and book another room in another hotel for $15 more. This was Labor Day weekend so my options were very limited. I stayed in a hotel that I found last minute and the only rooms they had were literally the size of a closet. Fitting 4 people in that room was not easy and not to mention hot! But that was the only decent hotel I can find last minute. Never again will I use this company they should be shut down. Also, DO NOT BOOK WITH CREST HOTEL SUITES IN MIAMI and forget about booking.com it's not worth your time and hassle and I don't believe any of the good reviews, sorry but I am definitely not paid off to write a bad review about a company.