I've just returned home from Venice. That's the worst experience I've even got~! I booked the Hotel Diana through the Booking.com on 8/10, and they claimed that everything OK, but no refund and no changes was allowed. When I arrived the Hotel on 15/11 at about 19:20, the receptionist knew my name when I arrived. He told me that no room in the Hotel was available (?!), so I must go to another hotel that is 'the same' and have room for me. I was feeling hungry, tired and cold, so I followed a man to another hotel so as to get my room as soon as possible. However, the replaced hotel, the Hotel Citta di Milano was cheaper and smaller than the Hotel Diana obviously~!! I told the receptionist in the Hotel Citta di Milano that I disagreed to change to their hotel, but she kept saying that 'the two Hotels are the same' and 'they've no room in the Hotel Diana'!! Then, I've no other choice but stayed there for one night and then return to Hotel Diana on the next morning. Another receptionist in the Hotel told me that no room was available (for me!) and he claimed that both hotels were 'the same' again! I told him that it's not true~! Then, he pointed to the hotel next door and asked me what's the difference~! I simply told him that I ain't stay in the Hotel next door, but in the Hotel Citta di Milano~! Afterward, he agreed to 'let me stay in the hotel that I've booked'. I really didn't know what's wrong, because I was alone? Or because I didn't speak Italian? Probably, I looked like a weak and silly woman? I can't accept that they change my booking as they like and for their interest!! Actually, it's meaningless to book a hotel, and very unfair to the customer!