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Recent reviews

Kobusu

Kobusu

Rated 1 out of 5 stars

Absolutely crazy experience!!! We arrived in Cancun at 10pm and took the bus to Playa del Carmen where our Hotel was book through booking.com. We arrived at around midnight just to find the hotel does not even EXIST!!! There was a different hotel at a provided address with a totally different name and the lady that worked there told us they had not listed it on booking under any other name and that it was a fake listing and obviously a scam. We were a group of 4 including 1 elderly lady and to make things worse it was pouring rain outside. We immediately called booking.com and they put us on a long hold just to eventually tell us that we have to wait 45 minutes and if they property we booked does not reply during this time they will help to relocate us to another property at no extra cost. Obviously the property wasnt going to respond because it did not exist so we thought ok we wait and we get a different hotel. Guess what? more then an hour passed and no reply or call from booking.com so we call them again and this time they just hang up. We then called one more time and after being put on hold for a long time yet again they eventually said thre was nothing they can do except provide us with details of a hotel near by that has availability for which we would have to pay out of our own pocket eventhough the property listed on booking was prepaid and it didnt exist so it is their fault and their responsibility to fix this. After some arguing the agent became very rude and told us that its because of people like us wanting everything for free his job is more difficult. Its absolutely shocking. We ended up booking another property last minute on Expedia at twice the price. Getting a refund for the original booking was also a nightmare. After endless calls and emails and no luck they eventually gave us a different email address to submit our case as we threathend legal action. We didnt thing the new email was going to change anything at first but to our surprise we got a refund 3 days later. the email is for booking holdings which is part of booking.com, Agoda, Priceline and gotogate. Yes all these scam websites are the same company and the email is bookrooms with domain name realtyagent.com and not booking.com. I would suggest if you have problems with refunds to email there instead. Booking.com is still refusing until this day to give us any compensation for whats happened and not that I was ever going to use them again but I received an email that my account was permanently suspended. Shame on you crooks and thieves.