Disappointing support experience with Booking.com.
I booked a car through their platform (Toyota RAV4 or similar). On arrival, the supplier provided a smaller vehicle instead. I contacted Booking.com support immediately and was advised to arrange an alternative car myself, with the assurance that the price difference would be reimbursed.
I followed this instruction and paid the additional cost out of pocket.
However, after the trip, Booking.com refused to cover the difference, despite their earlier guidance. This left me significantly out of pocket and without the support I was promised at the time of the issue.
While the original booking was refunded, the handling of the situation and lack of follow-through on their own instructions was very disappointing.
I expected better consistency and accountability from a company of this size.
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Booking.com is a travel fare aggregator website and travel metasearch engine for lodging reservations.