i have used their services many times - it only went wrong once - Booking.com is an automated platform with no soul, definitely no customer serevice - and enough terms and conditions to satisfy their insurers. But they allowed a host to charge my credit card $600 from portugal for a villa in Bali for an old TV that had stopped working which i reported as not functioning. my 3 month protection was up when i informed the credit card company unfortunately,which was my mistake - partly because i was away on a trip with lots of hotel and car reservations under that card - so i didnt want the card cancelled until i got back..Airbnb is much better, good oversight on issues and useful help by real people..how can they allow fake listings ? surely they got ID and bank accounts - that should be enough to trace the money