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VVolhine V.

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Experience: Travel, Shopping

Member since December 2019

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1 Review by VVolhine

Booking.com advertise and sell private accommodation (Airbnb) as hotel accommodation and don't tell you about this before you pay for the reservation. After receiving your payment, they provide you with host's requirements and if they don't work for you and you want to cancel your booking, they charge cancellation fee.
In my case, I paid booking.com for the hotel and was informed that this is private accommodation and the host check-in time is 4:00 pm - 10:00 pm. My flight arrives to this city at 10:00 pm and I can't check in before this time. I talked to booking.com custom service manager Kes about this situation and he confirmed that it was booking.com mistake but he cannot help me. If I want to cancel me reservation, I have to pay 95% cancelation fee and after he hang up the phone. When I phoned to booking.com custom service again I talked to Udgin and she said that this was my mistake, the managed doesn't want to talk to me anymore and hang up the phone.
This is a terrible customer service!

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