We had a problem with a property that we booked via booking.com. At check in, despite the 9.2 rating (!) it was so bad we decided to not stay. We paid the property cancellation fee and found better accommodation. Booking.com then charged us the same cancellation fee. I asked for a refund of the second charge. A week later I am so frustrated with the lack of useful response from customer service that I have turned the matter over to my credit card company to resolve. I clearly laid out the problem several times via chat and email. Responses were all off point, my chat was cancelled for inactivity after just 24 hours, the claim form won’t open because it said I was late responding ( I responded in a few hours - well within the 10 day window). I got an email asking me to rate customer service before I got any other response. As of today, a week later, my request for a new claim form has been ignored, emails I sent have bounced and the simple issue of double billing for cancellation has not been addressed. Nightmare and it’s quite a lot of money at stake