I have had good experiences with booking.com over the many years, but I have come across a really crappy customer serivce situation that suprises me. I need to share and write just for personal therapy since I am so upset. LOL. I'll stick to the facts obviously and keep it as concise as possible.

1. I booked 2 reservations that had free cancellation. Both these bookings charged my card immediately, but guaranteed full refund if I cancelled within cancellation window, which I did.

2. I waited 2 weeks. No refund on my card. I called booking up, they called the company (landlord) and they said the money would be refunded in 30 days.

3. I waited until the 45 day mark (just because) and still no money.

4. I called booking back up and they said I was correct and they couldn't get ahold of the landlord/company. THey then sent me a link to an email where I attached a credit card statement showing the charges.

5. I got confirmation from booking.com that the exact amount would be refunded to my card and it may take 10-15 business days.

6. Yesterday was business day 16. No money yet. I called.

7. Booking.com stated they got ahold of the landlord/company, and they said the money was refunded to my credit card (it has not yet, and they already had that 30 day window a long time ago), and I have to wait till July 10th before I can call back because that landlord/company has another 30 business days to refund the money.

8. Problem is, I have an email saying that booking.com will refund the money 10-15 business days. I told the supervisor on the phone about this numerous times and she did not believe I had the email and does not believe the 10-15 day window. I have it in email and in writing via a direct secure link they sent me earlier. I was absolutley floored by this. I couldn't beleive she didn't believe me and she didn't want proof or to see the emails.

My guess is that they dont want me to get paid twice. THey will sacrafice customer service and truth in emails. I feel this should be a legal issue but my Christlike being is telling me to wiat till the 10th of July. Even then, I will have to go through this process again and it will take another 30 business days.

ANyone else have any bad issues with booking.com? THis is horrible customer serivce. THe money owed me is about $3500. The intial booking was in Mid march. I may have to wait 30 business days after July 10th to see the money. This is ridiculous.