Would give a zero if possible. Booked accommodation in Feb 2025 for Oct 2025 in Spain. Fully cancelable until Oct 14 2025, payment not due until Oct 19 2025. Dates 21 to 28 Oct. Called June 21 to change booking date to 23 - 28, verfied with provider that would be €150 euros cheaper. Booking.com then changed the booking, increased payment due saying price per night had gone up since original booking (wasnt rebooking, already had those dates booked), made it non-refundable and said payment would be taken that day!!!! After spending 3 hrs trying to find out how to speak to a human after getting numerous unhelpful AI messages from their message service, booking finally corrected with guarantee that ALL original conditions in place ie cancel with full refund up to Oct 15 and payment not due until Oct 19. Advised agent that noticed old credit card info on file and offered new credit card details. Agent said to go online and update details prior to payment date. Just got email saying booking cancelled due to invalid payment details - assuming they attempted to take payment now! Will NEVER use booking.com again which is disappointing after using for many years with no issues. Like evrrywhere else, they have automated themselves to the point where service is negatively impacted.
