I have used Booking.com for many years. I always read reviews from other guests before actually booking and always book a room that I can cancel should I need to. At Genius level 2 I get great prices. I have never had bad service or stayed at a hotel that was awful or even bad. I guess I am just lucky to make the 'right' choices…
Tip for consumers: The onus is on you to check review, additional excluded costs and cancellation policies.