DO NOT BOOK! DISGUSTED!
I am writing in regards to a booking I made on your website for 26th September for 2 nights in Leicester.
I cannot iterate how frustrated and disappointed I have been with your disgusting service!
Firstly, I booked the Luxury Bedroom hotel for 2 nights and received confirmation that my booking was successful, I trusted your company and booked based on trust and made payment straight away.
I then finished worked and drove to the property for my check-in, where I was told that they have no available rooms and I will have to cancel. I cancelled the transaction which went through however the money did not reach my account and I had no further funds to make another booking at a different hotel for that night, taking in account that I now also had to look for alternative account last minute when I had work the next day at 5 am in the morning.
I rang you to tell you that I need the money as soon as possible as I need to make another booking and I was told by Erika that there is nothing she can do about my payment and can only cancel the booking and then look for alternative accommodations for me although I told her numerous times that I do not have the funds to make another booking.
Having spent near 45mins on the phone already with no help from Erika who insisted there was nothing further she could do, I asked to speak to a manager. The manager came on to the phone and advised me that whatever funds I do have they can look to arrange another accommodation for me and they will ask the hotel to invoice them the difference. I was told I will receive a call within 15-20mins, unsurprisingly I received no call thereafter.
I then had to phone again after already spending over an hour on the phone then waiting another 45minutes and I spoke to someone called Sabrina R in the customer service department who tried contacting Erika who had apparently gone offline so in other words not planning to call me back but logged off the system. Sabrina then called hotels and provided me with hotel details for a hotel which looks almost like a dump and a hotel which I had seen on the website and would never in a million years ever book. I was provided with there details and asked to pay £30 when I get to the hotel. I was not at all happy about this as the hotel was absolutely disgusting! They said there was nothing further they could do, taking in account I was on the phone for over an hour and already spent more than 2 hours on the phone to booking.com and also taking in account that I wanted to check in to a hotel almost 5 hours ago and have worked the next day at 5 am and being 6months pregnant where I am extremely tired and the disaster that was caused by you today is just unexplainable.
Moreover, I then contacted my bank and explained the situation, they asked me to get an authorization code for yourself and they would refund the money into my account straight away. I then requested of you an authorization code and I was told that you cannot provide this to me until 24 hours! The bank then advised that if the booking.com can confirm with them that the money will be refunded into my account then they will refund the money into my transaction straight away. However, Sabrina refused to confirm this to my bank. I then asked to speak to a manager, I spoke to Cory N as booking.com were unable to provide me with the property I had booked, unable to refund my money straight away, unable to give me an alternative accommodation and even unable to confirm with my bank to refund the money so I could get my money back!
I am nearly 6 months pregnant, I was extremely tired, had work in the morning, my whole evening was ruined because of booking.com, I had nowhere to stay.
Being a customer who books hotels every week, I have never ever in my whole experience came across a disgusting service as this! I cannot exaggerate how disappointed I have been with your service and will definitely share my experience with friends, family, and reviews on the internet!