I booked a non-refundable & non-cancelable room in a "homestay" through the app booking.com. When I arrived in front of the house around 10pm, nobody was there (there is no reception desk like an hotel would have). I contacted the owner who informed me she hadn't had time to change the bed sheets so she asked me to cancel the booking on my side, because if she did it herself, "her account would be penalized". I spent the next 40 minutes trying to reach booking.com to propose a solution. I was unsuccessful, so I ended up booking another room through another app. In the next few days, I sent several emails to booking.com which NEVER bothered to even reply one of them. Avoid this website at all costs.
