I always used their app for booking hotels which is very simple to use. I was always happy, because I never had any issues. Until I booked a hotel that was in the worst condition and oppositie of what they advertised on booking.com and I needed their help. Not only was it very difficult to find their contact details, there was no way I could reach them. Called over and over but the line was always busy and when on hold you can wait forever. I never got through. I emailed them several times, but 5 months have passed and I never received a reply. While keeping a close look on this scam resort, I started to notice how they received their 5-star reviews, as it's their staff and friends who post the reviews. For example, their photographer on Instagram (who lives at the resort and has been with them for well over a year apparently) has left 3 reviews of 5-stars (a 10). So you really can't (always) really on a good overall score apparently. I will avoid Booking.com. $#*!tiest company to deal with.