Not honoured by Booking.com - Risk-free Reservation policy
We received notification on 21 September via the Extranet that
"if a guest cancels, we'll look for a new guest for the same dates. IF WE CAN'T FIND A REPLACEMENT, YOUR ROOM WILL STAY EMPTY AND WE WE'LL PAY FOR THE RESERVATION".
This has happened twice since receiving this new policy and twice we have been denied the remedy to the cancellation promised.
We were advised by Customer Service that this was actually just a TRIAL and not implemented except for a chosen 500 cancellations world wide per day.
I find this a blatant disrespect for the accommodation provider and FALSE advertising to us.
We can no longer believe or trust what is promoted to us by BOOKING>COM as a new tool as they say to "HELP US MAKE MORE MONEY".
Has any one else had this experience?