Happy Customer for over 10 years, until something went wrong... Overall approach to Customer Service - thank you, sorry, thank you, sorry - ultimately we will support the property whenever cases of dispute are brought forward. It took 11 emails through 7 different Customer Service representatives to determine booking.com were not going to provide me with any real help or support. So, I went to visa, who after investigation, agreed the property was fraudulent, and provided me with a full refund. There is no mechanism through booking.com to call out the fraudulent properties they support. So you can't trust the reviews on their website either.