If I could give zero stars I would. I called to try resolve an issue with my card, as advised by Booking.com email to contact the hotel directly. The lady on the phone was rude, abrupt, talked over top of me, wouldn't answer my questions, raised her voice. The conversation escalated and I hung up after calling her customer service appalling. She refused to let me speak to anyone else. I called back to speak to a manager and was told they weren't a available and was hung up on. I called again to ask WHEN they would be available as I wanted to make a complaint. The lady was yelling raising her voice and ranting at me. I ended up emailing the manager who was equally unprofessional. Accused me of abusing his staff which is completely untrue. I was frustrated but not abusive. He refused to acknowledge my complaint about the staff members conduct, kept turing it back to me and the issue with my card (which I have no idea about as I provided the correct details and had funds available etc.) This company DOES NOT take responsibility for their service or behaviour. It is the cusotmers fault and they can do no wrong. Very sad attitude especially when they are likely struggling in the current climate of covid and increased costs etc. You'd think they would be customer focussed but sadly they are not. As is evident by the MANY reviews saying the same.
