Booking.com

Beckyblue1972

The issue that I have experienced was: We booked an apartment in Berlin approx 10 months in advance. Getting close to travel date I looked for some info on website to see that booking. Com are no longer using this accommodation and that the address could be incorrect. I emailed 3 times with no response. I called and they called the property, no reply, so they emailed and said they would get back to me, nothing. I called again 2 days later and they called again to be told that the address is incorrect on the website and its in a totally different city!!! No apology, no help, nothing!! So was left with no accommodation travelling in 2 weeks time. If I hadn't called booking. Com we would have just arrived at the address on website to a totally fictitious accommodation. No apartments available now and hotels much more expensive to what I booked.
It occurred on: 9/10/2019
This meant that Frustrated and fed up. Booking. Com have ruined a special trip to celebrate by Husbands 40th and my Sons 16th Birthdays

Has anyone experience issues like this and have had anymore than 20% of the cost paid?

Many thanks

bobblebob

Booking.com don't use hotels. Hotels pay commision to advertise on booking.com, and looks like your hotel has decided to stop advertising on their. The booking should still have been active though.


When you say the address is incorrect do you mean on the booking.com page for that hotel? Its the hotels responsibility to provide those details. If that address was wrong I suspect its the hotels fault


Have you made booking.com aware of this and what have they said?

Westin

Booking.com seemed to have decided to branch out into the house/apartment market probably given the relative success of AirBnB.

They have it seems allowed owners of individual apartments to list accommodation on the booking.com but it seems to have created no end of issues and problems.

The Holiday and Bargain Travel forums on Trip Advisor often have tales and reports from dissatisfied customers like yourself of short notice cancellations, incorrect addresses and listings, apartment poor standards and some scams of listed apartments simply not existing.

I think it a great shame booking.com went down this route as it is tarnishing their reputation.

Moe_The_Bartender

I've used booking.com numerous times all over the world and never had a problem. On the other hand, Airbnb and agoda have caused me quite a few problems.

leylandsunaddict

Booking.com don't use anyone. They're just an online platform for hotels and owners to advertise on. They're merely a go-between passing information back and forth electronically.

What happened is down to the fault of the property, not booking.com. The property is responsible for all information that appears on their listing, including addresses, photos, rates, cancellation policies and all the hotels other policies.

I have and will continue to use booking.com for hotels, but I wouldn't use them for private rentals unless I knew the owner was reputable.

It was a sad day when booking.com decided they would list private accommodation because there are so many unscrupulous owners/scams out there. It seems you've just found one.

Beckyblue1972

Hi

They are aware, Firstly, they didn't seem very interested but pursuing this with customer services they are offering me 20% off the alternative accomodation which I had to book.

This seems to be the maximum they will offer. I have had many emails going backwards and forwards with booking.com

bobblebob

Did you get a refund for the original booking?

Beckyblue1972

Luckily, we found out the day before I was due to pay.

bobblebob

You will probably find that there is some T&C that state Booking.com aren't responsible for any inaccuracies on the hotels listing.


You didn't pay anything so im not sure what else you can expect booking.com to do.