Disappointing Experience

I was charged twice the cancellation fee clearly stated in my confirmation email. The hotel refused to correct it, and Booking.com was completely useless. Despite acknowledging that the amount charged was wrong and even saying they would refund it themselves, they kept asking me for “additional information” that was literally impossible to provide. I’ve been a loyal customer for years, and that apparently means nothing. No resolution, no accountability, just endless back-and-forth and wasted time while they keep money they admit they shouldn’t have taken. If this is how they treat long-time customers when something goes wrong, I wouldn’t recommend using this company at all. Save yourself the frustration and book elsewhere.