lack of communication with the property owner as when arriving to collect our key they was someone already in the property claiming they have a booking, contacted owner he claimed Booking.com double booked, booking.com did not help either i had travelled from newcastle to london with family with no accomadation for 12hours. booking.com had very bad customer service. with the current climate with cost of living effecting all. i could not accomadate another property for my family. booking.com had no consideration on leaving a family out in the cold for no place to rest or use toilet facilities.