Myra L.

First thing first I have been traveling around the world and this is not my first time booking on the web. I come accrues this website and I book our Palawan Trip but my husband got a better deal in another website (agoda.com) so I cancelled our booking from them but then I received an e-mail that the hotel charge me 1 night for our cancellation. I went back on the confirmation e-mail they send me and it states that if I cancel 7 days before they will charge me 1 night and in 14 days before the arrival date they will charge full amount. So they shouldn't charge me anything since I cancelled ahead of time. So I called and the CSR was really helpful at first and she even send me an e-mail that they contact the hotel and they will get back to me once they hear from them. After 2 days not hearing from BOOKING.COM I follow up BOOKING.COM, the CSR that answer my call is so rude and told me that she cannot help me out and telling me that the hotel is allowed to charge us the first night since up to 7days of arrival the hotel can charge us. I told her that I just book this hotel a week ago and I have cancel it more than 30 days of my arrival. They shouldn't be charging me for it coz I cancel the booking ahead of time than the specific time they specify on there cancellation policy. After I explain myself to her she said "Oh well we still waiting for the hotel to answer our request to put the money back on our credit card". What an idiot CSR, she could have told me that and save me time explaining myself to her. WORST CUSTOMER SERVICE EVER and I will never use this website ever again. I even block them on my e-mail and move them as a junk mail so that it would automatically put there newsletter to my trash. I should't even give them 1 star, they deserve no star at all and I am being polite about it.