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Meh. They are just terrible. We once booked a hotel with a children's bed, which was advertised as an option on Booking.com . When we go there, no bed, and they

Meh. They are just terrible. We once booked a hotel with a children's bed, which was advertised as an option on Booking.com . When we go there, no bed, and they could provide one. After much discussion, they allowed us to cancel the room and they would refund the 125 Euro. Except the refund never came. So, we contacted booking.com and have been passed between support personnel for months. At some point they wanted months of our bank transcripts (which I rejected because of privacy issues, I don't trust such a company to securely handle/erase them). After five months, we just accepted the loss. (Customer service can be good. E.g. recently Apple double charged Apple Care. I had someone on the phone within minutes and I got a personal contact within their financial department that I could message or leave voice mails for. They were very helpful in the whole process of getting the money back.)

Taurenking 5y ago
scrollaway 5y ago
Not to say you’re lying but I find this extremely unlikely. Speaking as somebody who works in fintech but despises booking.com. The reason they wanted your bank statements is legitimate: you’re claiming you didn’t receive money they are convinced they refunded. Did you yourself look at your bank statements? A refund doesn’t always show up as a refund, it sometimes shows up as a cancelled charge. A bank might not notify you of that. I have even used a bank which straight up would show a mathematically incorrect calculation in its app when this type of refund came through, and the only way to get to the bottom of it was by trawling through the statements.
- microtonal 5y ago
  Did you yourself look at your bank statements? A refund doesn’t always show up as a refund, it sometimes shows up as a cancelled charge. A bank might not notify you of that. Yes. My wife keeps a meticulous administration, the 125 Euro showing up again would be noticed immediately. My impression was that Booking.com wasn't going to refund the money, but was pressuring the hotel to do the refund, and they either transferred it to an incorrect account or didn't transfer it all and was feeding Booking.com false information. However, you can't be the middle man when it suits you (get a certain percentage for every reservation), but not be the middle man when it doesn't suit you. The proper approach would be for Booking.com to refund the money and then settle things with the hotel. But they are clearly not very customer-oriented.
netsharc 5y ago
> After five months, we just accepted the loss. Yeah, these kinds of "customer" "service"'s job is to dick around with you until you give up. Same story with the plentiful cases of AirBnB "customer" "service" just offering partial refund, etc, etc.

Taurenking 5y ago

scrollaway 5y ago

Not to say you’re lying but I find this extremely unlikely. Speaking as somebody who works in fintech but despises booking.com. The reason they wanted your bank statements is legitimate: you’re claiming you didn’t receive money they are convinced they refunded. Did you yourself look at your bank statements? A refund doesn’t always show up as a refund, it sometimes shows up as a cancelled charge. A bank might not notify you of that. I have even used a bank which straight up would show a mathematically incorrect calculation in its app when this type of refund came through, and the only way to get to the bottom of it was by trawling through the statements.

microtonal 5y ago
Did you yourself look at your bank statements? A refund doesn’t always show up as a refund, it sometimes shows up as a cancelled charge. A bank might not notify you of that. Yes. My wife keeps a meticulous administration, the 125 Euro showing up again would be noticed immediately. My impression was that Booking.com wasn't going to refund the money, but was pressuring the hotel to do the refund, and they either transferred it to an incorrect account or didn't transfer it all and was feeding Booking.com false information. However, you can't be the middle man when it suits you (get a certain percentage for every reservation), but not be the middle man when it doesn't suit you. The proper approach would be for Booking.com to refund the money and then settle things with the hotel. But they are clearly not very customer-oriented.

netsharc 5y ago

> After five months, we just accepted the loss. Yeah, these kinds of "customer" "service"'s job is to dick around with you until you give up. Same story with the plentiful cases of AirBnB "customer" "service" just offering partial refund, etc, etc.