Well I've had an account with booking.com for well over a year and my over all experience hasn't been totally terrible. But there certainly have been some complications, as expected when you use a 3rd party website of any kind most frustrating part is the room description or type of room on the website match what we actually paid for once we arrived to the hotels. But my biggest grievance, or disappointment rather. Is here withing the last month, after being a VERY loyal member for a year they rewarded me with a coupon for $20 back after I complete my next stay. Well its been been over a month since I've completed my stay. I've gotten in touch with customer service but their website and mobile app are not the easiest to navigate trying to understand the customer service menu. but over all im pretty satisfied