"Booked two apartments in Porto but had…"

Booked two apartments in Porto but had to cancel in March 2020 due to the lockdown, and well within the cancellation period. Despite being told that we would receive refunds by this date and then a new date and on and on. Eventually Booking.com refunded us at the end of December 2020 some 9 months after we cancelled. It should not have taken that long and Booking should not have allowed the property owners to string it out that long.

"Best Customer Service, Great Company"

We had a terrible time with a hotel in Augusta. First, they charged us 5 months before the trip. Second, they said our trip was not refundable. Booking.com was absolutely wonderful!!!! We can’t thank them enough. The hotel wouldn’t refund, but they did! They stood by their policies. And the customer service people were excellent and resolved the issue in little more than a week. Again, we can’t say enough about this company and their representatives! From a former college/high school instructor, they’re “A+”!!!

"Was shocked by such a bad rating suddenly"

Never had problems with booking, booked about 20 times, currently having Genius second level and prices often lower than book directly with hotel (especially with 10% return on my credit card). When borders were unexpectedly closed in Russia, I had a hotel on Maldives booked in 2 days! The hotel didn't want to return the money or move the dates, they just told us that from their end borders are open (though flights from Russia are cancelled). I called booking support and they helped to persuade the hotel to move the dates without additional fee. So I consider service as good enough.