Used booking.com for 2 reservations recently. We showed up to the first hotel, Hilton in St Louis, and were told they could not find the reservation. Booking.com said the same despite having a reservation number. Our bill was near 700 due to the fact that we had 2 dogs. The next night we stayed at the Wyndham in OK City. We had to switch rooms in the middle of the night because there were bugs crawling all over the room. The solution was to spray poison while we were still in the room. We asked for another room and help moving our things to another room. Hotel staff said hell no. The next morning I spoke with management about the night before. He promised a refund and said he would contact Booking.com to arrange for it. A month later I still have not received a refund. Using Booking.com actually cost me more than booking directly with the hotel as I had to pay a service fee. Booking.com says that they have 24/7 customer service. This is a blatant lie. Customer service is only available for a current or pending reservation. Once you have stayed at a place you no longer have recourse. The recording on the customer service line states this. I have emailed Booking.com about the issue. Each time I get the same response via email, from Neha in customer service that states they are happy to serve me and will resolve the issue in 7 days. It has been 1 month and still no refund. Plus I have paid a service fee for no service. I will never use the services of Booking.com again.