When things go well it works, but when they don't you are totally on your own, no customer service, no way to speak to anyone, if you go via chat you just keep getting the same response asking for the details you have already provided but end up in a never ending loop of the same. The hotel cancelled our stay as they were shut down but after approximately 10 hours of trying to resolve the situation with the anonymous, faceless, and unhelpful booking.com we have now instigated civil legal action to recover our costs. My advice si to use this disgraceful service to find your accommodation, then contact them directly, upon speaking to the hotel, we would have received a refund immediately if we hadn't booked through this dire company.
