On a positive note, I want to commend Ben and Jude at Big White Chalets for their exceptional support. We spoke to them directly and they went above and beyond to address my questions and provide professional assistance, despite my booking being through Booking.com. They handled my inquiries about pets with kindness and professionalism, effectively resolving our concerns and ensuring our family gathering could go ahead. Without their help, we would have likely canceled our reservation due to the poor handling by Booking.com. In the future, I will be booking directly with Big White Chalets as we enjoyed our stay once there, and the chalet was well laid out and equipped for our needs, get together, and furry family members (they loved snoozing by the beautiful fireplace.)

I strongly advise against booking this chalet through Booking.com. My experience with their services was far from satisfactory. The booking terms were incomplete, and rather than enjoying a smooth booking process, I found myself making multiple calls to their customer service center, totaling 4.5 hours on the phone, all without getting any clear answers. The customer service was incredibly frustrating—they had long wait times, transferred my calls multiple times, and even hung up casually when they didn't have the information I needed. I had specific questions regarding their pet policies, including which pets were allowed and the associated fees. Unfortunately, important details were not clearly outlined on their website prior to my nonrefundable payment, and they subsequently changed the fine print after my booking was confirmed, only informing me of these changes afterward. They also had incorrect information on our guest list, which they eventually corrected, but they neglected to address the pet-related questions. This left us in a difficult situation during a peak travel season, with limited availability—could we travel with our pets? Yes or no? How many? Would we face fines for having our pets? No one could provide a definitive answer! The last thing I wanted was to spend hours on the phone trying to resolve these issues just before the holidays. I have screenshots ready should Booking.com wish to discuss their customer service further. The level of care I received was among the worst I've experienced, even worse than a decade ago when I had a terrible customer service experience with Direct Energy.