We booked a 7-day vacation in Cancun at the Azul Beach Resort through Booking.com, specifically for our daughter’s 16th birthday Celebration. However, our booking was not honored, and we were instead "dumped" at a different Resort . After being shuffled from Resort to Resort the Resort we finally got was not of our choice and was clearly a downgrade. When we told them that we would like a refund since we didn't approve of the resort they refused so it was almost a hostage sutation we were dealing with in a foreign country which was very scary for us as a family. We lost an entire day of our vacation dealing with the issue, left without a reservation in a foreign country, feeling anxious and unsafe. After hours of controversy and stress, we finally got a room at 9 PM. What makes this worse is that I had called the Azul Beach Resort before leaving to confirm our booking and makesure everything is ok, and no one mentioned any problems then. We could have solved our issues before we left Canada if only we were just informed in time, we had our booking for two months in advance so Booking.com should have sent us an email or something to inform us and give us options. This was supposed to be a special trip to celebrate a milestone birthday, but the entire experience was ruined we didn't even celebrate due to the mismanagement and lack of communication. Bookings.com's customer are treated very poorly by the Resorts for whatever reason. Something to keep in mind when booking your Vacation, this was my first time booking with them Never "NEVER AGAIN", their customer service is the worst specially after they have yourbooking , I would like to mention their custome reps are way better than the supervisors who can barely speak clearly let alone understand or resolve your issues.We travel a lot and have not had such a bad experience with any other booking platforms we used in the past. Extremely disappointed with Booking.com and would not trust them for future travel plans." REGRET "using Bookings.com .