Professional and Prompt Service

I made a booking through booking.com at 9h00 on 15 June 2019 for that evening. Upon arrival that evening at 16h00 we were informed that the establishment took personal bookings as well and the last room advertised (that we booked) as per Booking.com wasn't actually available. Obviously, that was quite a shock as almost all places in the area were fully booked. We managed however to find alternative accommodation by 17h00.

I feel that the establishment could have let me know as there should have been a path of communication between them and booking.com once a booking is confirmed. It has happened before that I had made a booking this way and at latest an hour after my booking I would have received a call from the establishment saying unfortunately they are fully booked, they have let booking.com know.

I contacted booking.com that Monday to convey my dissatisfaction with the situation and spoke to Anastasiya. She was extremely helpful and considerate. Prompt feedback was given, attention to the issue and all information was forwarded as promised. And I also received my refund as promised, sooner than expected. Booking.com is even willing to pay the difference in the accommodation fee that we had to pay extra due to the situation.

Even though this was not the ideal situation and I was extremely irritated initially - I feel that booking.com rose to the problem and handled it extremely professionally and fast.

I've made use of booking.com numerous times and will continue to do so!

Thanks again for the great service!