DO NOT book a hotel with these people !!!In January we booked a hotel in London for the London Marathon weekend. We paid Booking.com in full when the booking was made in JANUARY. When we arrived at the hotel on the 26th April at 16:00 we were told that due to maintenance issues we were no longer staying at that hotel and we had to go to another hotel instead. They said they had contacted us to let us know about the change by email. We checked our emails when they said that and yes they did send us an email telling us that but it was at 12.00 on the day we arrived and we did not see it because we were travelling down to London by that time. I explained that we had arranged to meet people at the hotel we were actually booked in but they said there was nothing they could do. We had to walk to the other hotel. On arrival at that hotel we were given a room which was in the basement. There was not even a window in the room. We went back to reception and said we would not except the room they had given us. After a long wait we eventually were given another room which was just as bad as the first one. The room was so small that the only place to sit was on the bed or you had to actually get into the bed. We tried to ring Booking.com but its just impossible to actually speak to anyone on the telephone. We sent them an email that evening to register our complaint.Fast forward to today. Six months later, several emails later and a few telephone calls later ( yes I eventually got a telephone number) and booking.com will not admit there was a problem, they will not give us a refund. Their excuse is that the hotel should give the refund because the booking is with the hotel. The hotel have offered us a 10% refund which is £19 which is just not acceptable. I have repeatedly said to booking.com that my contract is with them not the hotel because I paid them in full for the booking and had nothing to do with paying the hotel. They just keep fobbing me off with excuses. Tonight I was on the telephone for over an hour to a very nice lady from B.COM who could not make any sort of decision about anything because she was not senior enough. When I asked to be transferred to someone more senior they just put the phone down. They are a shocking company. Do not ever book with them. Tell everyone to avoid this company and not to book anything with them
