The website of Booking.com is simple to use. It’s convenient that all your booked hotels are listed together in one place, with all details easily at hand. Payments went smoothly, and check-in at the hotels was easy as well. However, there are major downsides. Booking.com constantly puts pressure on the customer: “book quickly or someone else will take it,” or “the discount will expire soon.” This does not feel pleasant to use — you are forced into making rushed decisions. During my trip in Germany, one hotel asked me how I wanted to pay at check-out, even though I had already paid through Booking.com. The hotel staff didn’t seem to understand how it worked with Booking.com, which was inconvenient. Worse was the complaint process. I reported that the photos of the hotel room on Booking.com were different from the room I actually received. At first, it looks like they take your complaint seriously, but you must respond within 24 hours every time, otherwise the case expires. I really don’t understand this. Again, you are put under pressure. Every time I asked for a status update, Booking.com requested information that was already on their platform, and again I had to provide it within 24 hours. I even received phone calls in between, but later Booking.com told me that I had to call them — because they are “not allowed” to call me as a customer. Very strange, since I am their client. After that, you simply hear nothing anymore and your complaint is left unresolved. Once Booking.com has received their money, there is no proper aftercare. That is unacceptable. For me this is a clear 1-star rating.