Review Time
Absolutely hopeless. The entire short-term rental setup is poorly designed. Customer service agents consistently provide conflicting information, and it’s clear many don’t fully understand the platform themselves. Every interaction results in a different answer, which creates confusion and wastes time.
Booking.com urgently needs to improve its backend systems and internal processes for listing and managing properties. Compared to this experience, Airbnb is significantly more reliable and far better built for hosts.
The experience with the platform has been extremely frustrating. I’m managing a standard ownership change and transferring multiple properties to a new legal entity, which should be straightforward. Instead, it has turned into two months of repeatedly pursuing the same request with no progress. The messaging system feels ineffective; I provide clear explanations and receive replies that seem generic or irrelevant, suggesting that my case isn't being properly reviewed. Calling the support team has been even more frustrating, as I get transferred from one representative to another, having to repeat myself while the staff seem to lack authority and understanding of basic English. The most exasperating issue is the platform's logic. Whenever I attempt to create listings on the new account, they are flagged as “duplicates.” I'm advised to continue working on the original listings, but the ownership transfer for those never gets resolved. This creates a frustrating cycle: unable to proceed correctly, with no clear answers from the support team. Ultimately, I had to revert and alter all the details on the old listings just to prevent the system from recognizing them. Only then could I create the new, accurate listings without being blocked. This situation is absurd. I had to disguise my own properties to navigate the platform's flawed process, as the support team was unable to manage a basic restructuring. For a company of this size, this level of service is unacceptable. It’s draining, inefficient, and wastes an incredible amount of time for those simply trying to operate a legitimate business.
Booking.com is an absolute ordeal. I’m managing a standard ownership transition and moving 4–5 properties to a new legal entity. This should be straightforward administrative work. Instead, it turned into two months of repeatedly pursuing the same request without any progress. The messaging system feels like a black hole: you provide thorough explanations, yet the responses seem generic, random, or completely unrelated, as if no one actually reviewed the case. Calling customer support is even more frustrating. You get transferred from one representative to another, having to repeat yourself endlessly, and the agents on the phone appear to lack authority and understanding, often struggling with basic English. The most maddening aspect is the platform's logic. Each time I attempted to create listings on the new account, they were flagged as “duplicates.” I was advised to “continue working on the original listings,” but the ownership transfer for those was never finalized. It’s a frustrating cycle: you can’t proceed the right way, you can’t make progress, and clear answers are elusive. Ultimately, I had to alter ALL the details on the old listings just to prevent the system from recognizing them. Only then could I create the new, correct listings without being blocked immediately. That is absurd. I had to mask my own properties to navigate Booking’s flawed process because their support team couldn’t manage a simple company restructure. For a company of this size, it’s embarrassing. It’s draining, it’s incompetent, and it wastes an incredible amount of time for partners just trying to run a legitimate business.
If there was an option for zero stars, I would choose it. Being a host on this platform feels like working for a scam artist. If you decide to host here, be ready to be treated poorly—this is putting it mildly. Customer support only reaches out when they need money from you.
The customer service from this platform is absolutely horrendous. Where do I even start? The review system is completely flawed, allowing only guests to post reviews without any way for hosts to rate guests, unlike other platforms. This leads to guests being careless with their star ratings. They also allow no-show guests to leave reviews, which is absurd. Additionally, they permit retaliatory reviews—if a guest causes damage and you rightfully keep their deposit, they may retaliate with a one-star review. Trying to dispute those reviews is a nightmare, with endless back-and-forth and robotic responses that never resolve the issue. The support for partners is virtually nonexistent. Calls often get disconnected, and follow-ups are rare. Resolving anything feels impossible. I’ve even experienced harassment from customer service agents calling at odd hours, which adds to the stress. The policies around security deposits are ridiculous, and the platform’s navigation is the only redeeming quality. However, the limitations on property descriptions leave guests frustrated upon arrival. This platform is only focused on commissions and shows no regard for hosts. Avoid it at all costs!
My experience with the platform has been extremely frustrating. Less than two months after listing my property, I realized that reaching customer support is nearly impossible. The customer service representatives are unapproachable and every simple action on the extranet, like disputing a commission for a no-show guest, turns into a disaster. After multiple calls, I find myself on hold for over seven minutes, only to be told to send a message instead. Even emails are futile since replies come from a no-reply address. The entire system feels intentionally one-sided. They make it easy to collect commissions but nearly impossible to dispute charges. It seems designed to exhaust hosts into submission. I’m incredibly frustrated and, like many others who have left the platform, I’m struggling to see any reason to continue using it. Tonight, I will be deleting my account.
The support system for hosts and hoteliers is utterly incompetent. I was misinformed over the phone about their procedures, which resulted in a guest leaving a one-star review despite never staying and being abusive. The support team dragged the process out for months, with constant transfers to different representatives. I’ve even contacted higher management multiple times. A year later, I gave them another chance to rectify the situation, but they misled me again. Avoid this platform as a host or hotelier; it’s an unworkable system.
This platform is the worst to work with, especially as a partner. They provide zero support. I’ve called multiple times due to an emergency with guests causing extensive damage by leaving a faucet running all day, and the platform did absolutely nothing to assist me! I’m deeply disappointed and frustrated because the guests ruined my property, and now I have to cancel upcoming reservations!
As a hotel manager, the customer service for hosts is completely unacceptable. This platform prioritizes guests over hosts, making daily usage a nightmare. Even with a non-refundable policy, guests can still request refunds. This leads to last-minute cancellations and blackmail attempts. Worst of all, no-show guests are allowed to leave reviews, which misrepresents the actual guest experience and damages the host’s reputation. The platform is only focused on collecting commissions without any regard for hosts. Additionally, the customer service is dreadful—never providing solutions when needed. They simply take the commission and end their involvement there.
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