The Guardian asked its readers for their experience of using Booking.com. Many discovered that the hotel cancellation policy shown on Booking.com can change as much as twice in 48 hours.
The company does not deny that this happens but says it is all done by the hotels as they manage demand for their rooms – and it claims it has no role in changing the pages. It maintains that users who have problems are not paying attention when making their bookings. It also says it has 8,000 staff waiting to help customers who experience problems.
Many readers suggested travelers use Booking.com to find rooms, but then go to the hotel direct - saving the hotel the 10%-15% commission readers suggest the site demands from its hotels.
Get the full story at The Guardian