We booked a hotel through Booking.com partners and paid booking.com in advance. When we had to return from our holiday 4 days early due to a family emergency the hotel kindly said that they would refund us the money but we had to do it through Booking.com who took our payment.Booking.com could not have been less helpful. I rang 4 times and on the 3rd time I was promised that they would contact the hotel and email me back. However all I got was a generic email back saying we had to contact the hotel. On the 4th time the customer service agent hung up on me!We were caught in a ridiculous catch 22 situation and each time Booking.com refused to do anything even though it was them who received the payment.I have never had such bad customer service. When I emailed explaining our situation in great detail all I got was the same generic email response! Simply not good enough!
