Booking.com - Toothless Middleman

Booking.com has proven to be a toothless middleman when it comes to helping guests who use their platform. During a recent trip to PE, I unfortunately encountered accommodation that was simply unlivable. When Booking.com couldn't get a hold of the hosts, they simply threw their hands in the air and told me to sort it out myself. There is no recourse or safety net for guests once payment has been made. I know for a fact that companies like AirBNB do better for their clients so wont be using Booking.com ever again.