What a complete cowboy company! I've booked many hotels via travel republic, alpha room, expedia etc etc etc
Daughter booked a holiday apartment in Lanzarote, day before the hotel called her direct to cancel the apt, after several calls. basically booking.com said she had to rebook and they would refund. But she had to pay there and then for another hotel, what a joke, thank god she hadn't paid a lot of money.
10 days later no refund, called them and basically we don't have an agreement with booking.com instead our agreement is with the hotel.
This most definitely isn't obvious, so basically no refund made unless hotel refunds, but they will try and get money back.
What a terrible company and lacking of any responsibility, so despite booking via booking.com and paying on their website, they are adamant that I pay the nothing and only pay the hotel.
Never will I use again, i'm not saying it's their fault the hotel cancelled, but as a consumer I expect when I use a website that they would protect me the consumer from this sort of experience and not basically wash their hands of the issues and leave me £250 out of pocket!!!!!