I have been a loyal customer for years. When we arrived at our accomodation I thought things felt a bit cheap like the plug socket coming off the wall and some other small details. The lock broke and we ended up trapped in the apartment. When I phoned booking.com they didn't seem to have a clue what to do and then hung up on us and didn't phone back. Eventually we got out of the flat after 11am in the morning after a local man offered to help. It was a nightmare and our planned visit was ruined as we missed half the day. We're up at 6 with a baby. Booking.com only offered 20% off. I really don't think that's enough considering what happened and that our planned trip for the day was ruined, as well as their handling of it. They also ignored the part of my complaint that commented on their terrible service. The apartment was terrible but the help offered by Booking.com was shockingly bad. They obviously think unsafe accomodation is fine. I'm just glad there wasn't a fire or emergency with the children.
