My wife and I had a vacation trip to Italy planned for 6 months, scheduled to leave on September 10th. My grandmother passed away on September 8th, God rest her soul. We decided on September 9th to cancel our trip so we could grieve with family and attend my grandmother’s services. Every company from American Airlines, Southwest Airlines, Airbnb, Trip Advisor, to Marriott were very sincere and easy to work with, offered condolences, and gave us a full refund. Then there’s Booking.com. My wife contacted them on September 9th, a full week before our reservation date near Florence, Italy to inform them of the cancellation due to a death in the family. The customer service representative was unhelpful and rude, they also didn’t offer a refund. They said it was up to the property if a refund could be issued. That is terrible customer service! My wife decided to do some research and found TWO middle man companies! She then emailed the property in Florence directly, on Sep 11th. We received emails on Sep 12th from two reservations office employees who were gracious enough to offer condolences, and BOTH said refunds were at the discretion of the booking agency! We took a break from wasting time with this nonsense to spend time grieving for my grandmother with family. I contacted Booking.com yesterday to try this hash this out. Surely, their customer service wasn’t this bad. The guy I talked to was nice, but gave me the run around about our reservation being with Booking Basic, and was through a subsidiary company. He told me that if the property was willing to refund the reservation, that he would talk to his manager about a refund, which completely contradicts what the property told us. He asked me to forward the email with the property and he would see what he could do. We decided to email the property again yesterday and ask if they would state that they would be willing to offer and refund. We received a reply this morning and were informed that Booking.com never cancelled our reservation and we were classified a no-show!!!!! This lack of accountability is appalling!