I switched to Bookings.com for our recent travel after using Hotels.com for years due to the new way the rewards where organised and I won't be using Bookings.com again. In a short space of time, two of our bookings left us arriving at the property with the wrong accommodation booked. We booked double hotel room in Brighton but arrived to be told bookings.com had booked a single bed in a female dormitory and most recently we booked a two bed, two bathroom apartment for a work stay in Nashville and arrived to a one bedroom. We then waisted 3 hours of our evening calling between bookings.com and the property to try and get us moved to the two bedroom we had booked. Bookings.com took no responsibility at all, kept saying I needed to talk to the property (no staff on site, all virtual) and all they could do is 'send an email' to the property...The booking and payment were taken by Bookings.com so in my mind, they were responsible for the error. We only had one night in town and by the time we moved just a few doors down we have missed all the plans we had made that evening. We only got the issue sorted because I called and sat on hold for 40 min with the property directly. bookings.com hung up on me and seemed happy to leave too many people for the beds we had overnight, with no help. I realise it's a 1st world problem and we could have coped for one night but this was a business trip with work colleges and not a family sharing one bedroom... and a hotel bookings site should support their customer in moving to the correct room within 1 hour of reporting the issue in my opinion.
