I've used Booking.com for so long that I don't even remember when I first started. I've always had great service. Here is an example. My wife and had a room in Nuremberg, Germany which I booked on their website. When we checked in we received a room right next a section of the hotel that was undergoing reconstruction. Our room was simply too noisy. I asked the front desk for another room, but they said none was available. I called the Booking.com phone number and got connected to somone in the UK. I explained the situation to the representative who said he would look into it. About thirty minutes later I received a call from Booking.com telling me that the situation had been addressed and that I should see the desk clerk. I did, and we had a new room. Pretty impressive service I thought.