We booked a room from the road 30 min before arrival, and learned during check-in that the room had no bathroom. Hotel was happy to refund, but booking.com refused. Their customer service was polite but utterly useless. They claimed to be unable to contact their "partner" to execute a refund, and would not identify that "partner" or provide contact info so we could. From now on we will contact hotels directly.
3 days ago
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