Shocking
I booked a room for my husband and I via Booking.com for our 20th Wedding anniversary. 5 days before we were due to arrive my husband came to my work in tears as his mom had suddenly passed away. We immediately had to put two grand on our credit card to fly out to South Africa that evening. While we were at the airport waiting for the flight. I cancelled the booking online thinking it was free cancellation. But almost immediatley an amount came off from Littlebeck Warren of the full amount. I was in shock and phoned her thinking it was a mistake. I was in tears and she was rude and refused a refund. I asked if we could change the booking to another weekend and she said she would give us a small discount. Which is an outrage. I then said that my parents would stay in our place. She rudely said 'ok then'. And hung up. I got a text to say that my parents have to pay a charge for changing the booking. Then ten minutes later she messaged another rude message saying 'tell your mother no she cannot come as it is no longer available'. I cannot believe she took another booking within half an hour of us ringing to change it. My husband was furious and rang her but had to leave a voicemail. He said he was not happy how she spoke to his wife and the disgusting inhumane way she was conducting her business. He said he would be leaving a bad review and will most likely call around with his solicitors. She in turn rang booking.com and told them my husband was threatening her. A massive lie in order to cover herself. We have only been able to address this now as we have only just come back from burying my mother in law. We have asked booking.com to request the voice message that she lied about and i have proof in texts of her unprofefessionalism in dealing with the situation. I have also our tickets and death certificate to prove that we were genuine. Sue also lied and said that booking.com charged her. According to them no fee was taken. I am disgusted with the lack of professionalism and compassion. She took our money and another couples money for the same night. I run a business myself and know that this was just morally and professionally wrong. In the end we lost all our mkney and had no anniversary and had to bury my mom in law last week. All we asked for was compassion. Please read other reviews on websites to see that we are not the only customers treated so badly.
1 stars - Very poor