I would give less than one star if possible. Ive used booking.com for many years without incident but will now be closing my account and never using them again. I booked 3 nights using Tesco voucher worth £420 which I thought was the amount for the room. It turns out that hotel.com used £340 from my voucher then charged me £68 cash on top. So I’ve lost £80 of my hard earned voucher. I accept that it was my mistake but the process is extremely complicated. Surely a responsible company who cares about customer service would try and help. I contacted them as soon as I realised. I did an online chat to try and remedy this even suggesting to book an extra night so as not to loose the full value of my voucher. They said that I couldn’t make any changes and said there was nothing I could do other than cancel the booking but I would lose the voucher and the cash. They said there was nothing I could do about. I said I wanted to make a formal complaint and they said they would record it. I asked when and how they would inform me of the outcome of my complaint. They said they didn’t do that!! They then cut me off from the chat. Clearly Hotels.com are not interested in in any kind of customer service and I feel that I’ve been treated with contempt by them
