We had a very disappointing experience with Booking.com and want to warn others.
My parents arrived at a property in France booked through Booking.com only to find broken fixtures (including a broken toilet seat), missing toiletries, and an overall unacceptable condition.
They contacted the property manager immediately. The manager acknowledged the problems and explicitly told them they could cancel, receive a refund, and book another place. They were also told to contact Booking.com to process the refund.
My parents followed those instructions and even provided written message proof of the host approving the refund.
However, Booking.com has now refused the refund claiming they “cannot reach the property manager.” This is despite the fact that the manager already confirmed the refund and directed them to Booking.com.
It’s extremely concerning that guests can follow the instructions from both the host and Booking.com and still be denied a refund.
Until this is resolved, travelers should be aware that Booking.com may not honor refunds even when the property itself agrees to them.
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