Lowering standard of client service when issues
I was very happy with booking.com for years but the récent expérience was very poor. I had 2 issues: one with fraudulent transaction on my credit card (related to accommodation), the other one with overcharge for luggage). Almost impossible to reach a human in customer support, and in order to get rid of clients customer support only sends no reply emails with no information how to follow-up. Very bad experience.