Kaylee D.

My friends and I booked a little getaway weekend through booking.com. They sent us 2 different addresses AND check in times. Neither location we went to had our check in time. At this point, it was 11pm, and we had been driving all over town for about an hour, so we ended up staying in a different hotel. I called customer service the next morning and was told one of the hotels did have our reservation, and that I was being charged for a no show. Once I told them I had evidence that this wasn't true, I was assured something would be done about this. I sent them screenshots that were sent to me through booking.com as well as call logs that I had with both of the hotels and heard nothing back for two days. I followed up via email, and then received a rejection email on my cancellation request. I called them back and retold the same tale once again, only to be told the same thing-- that it would be taken care of if I re-sent the evidence I already had. I sent them again and once again received no response. By now it's been almost a week since we stayed at the hotel. I followed up via email once again to ask if they were okay/if they needed anything, and was told they could not come to a conclusion yet. I sent them about 15 screenshots at this point. Seriously? I think with the three emails I sent them and the two phone calls I've made them, I spoke with about 7 representative. Each email was sent by a different person, and I still haven't received my refund for the mistake that they made. We stayed at the hotel on the 7th, checked out on the 9th. Absolutely ridiculous. We will not be booking through them again. I would give them 0 stars if I could.