Daniel, I believe was his name. Helped ruin a Christmas trip to Mexico and seemed to delight in not even trying to help me. I Had bank card stolen en route to hotel . Booking.com assured me over the phone that Daniel could just use the bank details on file, and that not having my card was unimportant if I had identification. They also confirmed the hotel at this point would make the money from the booking either way. With all my Id still intact, I was still refused. Even though he had also spoken to booking.com--- he denied this. I told Daniel that as it was the day of the booking, they would still take my money anyway and not giving me a room which I'd paid for, on Christmas Day was a terrible experience. He told me that booking.com would take all money and kept saying it was their fault. I even had them on the line and he refused to speak. Simply not true that booking.com made all the money from a cancellation. He was going to make money from late cancellation and still book out the room as there was people waiting for a free room. Very rude. Very unhelpful. Not a good place for people coming from America. Felt truly taken advantage of in a part of the world that I have always loved. Will never book here again-- classic case of not delivering and then blaming it all on the third party (while refusing to speak to third party). It was Christmas Day... entirely horrible. I explained I would have to drive back to Los Angeles even though I'd already paid for room and was going to be charged for this room--- he shrugged. Happy Christmas.booking.com refunded money, and told me that this hotel had a reputation for such activities-- over charging and then explaining that cannot do refunds etc. not good. Hotel Cortez nearby allowed me to book online, and allowed me to stay with no bank card in hand as they explained that of course they could still charge me electronically. They laughed at what I'd been told by first hotel, and said.. how do internet purchases charge--they don't physically need a card... go stay at hotel Cortez. Much more trustworthy read more