Lorene P.

I usually book with bookit.com but thought I would give them a chance... what a mistake this was!
I had booked a trip to Catalina Island for April 13th and was forced to cancel due to the COVID-19 outbreak. On March 22nd, I tried to log in to cancel but was unsuccessful as the email I used to make the booking had been compromised by a hacker attack and had been locked. I immediately called booking.com to ask for help with the cancellation. I provided the reservation confirmation number, but they would not help me because I did not have the PIN number. I decided to email booking.com for help the same day, providing the reservation confirmation number, my information, the destination and dates of reservation and an explanation of my situation. I sent 3 emails in the span of 6 days to receive a generic reply from a representative named Nicholas stating they needed my confirmation number - which I already provided had he read the 3 emails - and the PIN number I explained I could not retrieve! I replied right away reiterating the issue and begged for them to help me... no reply... I have sent an additional 4 emails since and have not heard back!
I decided to cancel my card and have already contacted my bank to ensure they block the transaction if booking.com decides to try and run the $1000 transaction in any other manner! I am in complete disbelief and shock.
Booking.com should be ashamed of their lack of concern, empathy and communication which are the basic skills of customer service.