I booked with booking.com due to the death of my husband I decided to cancel as it would have been too painful as it would have been our anniversary, as I didn't have the booking reference number, booking.com wouldn't let me cancel. The customer service over the phone was disgraceful, I explained my situation... and it was 3 months before the actual stay and it was refundable, yet I couldn't cancel unless I had the booking number, explained I didn't have it as my husband had booked it... but still nothing... so 3 months down the line I had the Payment taken out of my account, but the customer service was disposable and wouldn't wish my experience on anyone!