Booking.com is moving its customer service staff to an outsourcing company
The one time I used booking.com I got screwed over. Their website is riddled with dark patterns and has probably been A/B tested into oblivion. The tactic they used that screwed me over was that they advertised 100% refunds on last minute cancellations. I used booking.com for this exact reason as I didn’t know if I’d be staying the night in the city I was driving past. Well turns out I didn’t need the booking but when I went to cancel I didn’t get a refund. When I went to go back to booking.com to see what their policy was, it was clear they carefully worded the last minute cancellation policy to really mean something completely different from what they knew they were advertising.Lesson learned: never use any third party service when you can book the place directly. Also last minute cancellations probably just don’t exist