Made a booking for Hôtel de la Loire in Paris two weeks a go. Paid my booking at Booking.com, because I thought it would be convenient and hassle free.
When arriving at the hotel late at the evening, the receptionist said the booking wasn't paid. I tried to explain and showed him the e-mail (which was in Dutch, as if a French person could read that), but he said he did not receive any payment. So, I paid. But it didn't feel good. Checked my credit card bill later and there it was: a double charge.
Raised an issue with Booking.com with all necessary details. Received a notification that they would get back to me in 48 hours. But no response what so ever. Sent an e-mail to customer service, no response. Sent an e-mail to the hotel, no response.
I'm very unhappy about this bad level customer service. I know Booking.com doesn't handle payments by hotels, but not taking at any action or responding at all is unacceptable.
Strange thing: end of June I've made booking for a hotel in London which had to be paid upfront. No problems at all. But now I have the feeling my money is gone. I'm never paying upfront for Booking.com. Might even consider to limit my use, because Booking.com does not always offer the hassle free service they promise. And this level of bad customer service is appalling.
Anyone else with similar experiences?