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Fiona H.

Contributor Level

Total Points
84

1 Review by Fiona

  • Booking.com

6/20/14

I am a B&B owner, today I received a booking at1.30am for arrival that day when I tried to process it the credit card was rejected, I rang booking.com and asked them to contact the guest and sort out a new credit card, if they could nt do this by 12 noon then I wanted the booking cancelled so I could relet, they refused any form of cancelation before 6 pm and gave me a load of policy rubbish. I rang back at 12 and had another heated conversation where they threatened me with over booking charges if I cancelled and relet etc. I have 5 rooms and 20% of my stock was being blocked, the guest had entered into a contract with me by booking, my terms are very clear on b.com site, false card details, false phone no and an auto reply e mail in native language. They did not turn up and I am out of pocket for the 2 night stay, booking.com not interested, take you money and give nothing back. We the providers who pay their wages are treated as second class citizen. If an alternate booking system was around everybody would jump ship and your flash offices in Amsterdam would be vacant.
I don't expect any compensation from booking.com because they refused to cancel the booking and stopped me from having a reasonable amount of time to relet

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Bookingcom T. – Booking.com Rep

Hello Fiona,

I'm sorry to hear you feel this way. When you had signed up to partner with Booking.com you had signed a contract that says in the case of a guest's credit card declining then you would give the guest ample time to provide a new credit card. The contract states the guest has 24 hours to provide a new credit card or if it is on a same day arrival that the card was declined that the guest would be given until 18:00 (6pm) to provide a new card. Until this timeframe ends you are required to hold the reservation for the guest. If you would like to discuss this further please contact your Booking.com Account Manager or send an email to "customer.web@booking.com".

Regards,
Brian
Booking.com Customer Service Team

Fiona Has Earned 4 Votes

Fiona H.'s review of Booking.com earned 4 Very Helpful votes

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