Dear Booking.com Complaints department.
I feel unfairly treated by you Company and I am writing a Complain regarding to your services and also connected provider (Booking.Basic).
On 29.December.2019 19.49 I made a booking trough your services for the followings:
The St. George's Park Hotel
Confirmation number [protected]
PIN code 413536
Booking details 3 nights, 1 rooms
Check-in Friday 14 February 2020
Check-outMonday 17 February 2020
I paid the sum requested by card, this was automatically taken off from my account, then, after another half hour, I got an email from you as below:
Your booking is declined
We've refunded you and cancelled your booking at The St. George's Park Hotel. We weren't able to confirm your booking with our partner provider. We're sorry for any trouble.
I thought that may be some mistake so first checked again the room availability which was still available so then I thought it may be some communication issue between Booking.com and the Hotel, and decided to check this.
Next day I called your Customer Support Team three times in a row, just to find out various things about your company related to the booking.
1.They said there is no escalation possibility when asking for a supervisor(please, can you confirm this so i can contact Customer
2.I was waiting at least 10 minutes each call just to get an operative from your end (this means that you have or a high volume of complains or low number of available operators)
3.First Call: I spoke with a guy called Achmed, whom when presented the situation he said it cannot do nothing because it wasn't some error, then I mentioned that must be a systematical error as the rooms they are still available, then I was told that basically this was made by your partner company which by the way has same customer support but they still can't help with my enquiry and the hotel doesin't have a phone number in your files so I shall call myself the hotel to be organised this, in behalf of your company?-which sounded really strange i even mentioned that i was expecting that your company to handle the whole situation, but finally when heard that he tells me to google the hotel phone number then I realized your company is lacking even for the required basic information(which is very sad and troubling for a company as yours ) so i agreed, and I called them, but no one answered, then I called again your customer service, just to find out that Achmed handles another complain, and unable to assist so i have to speak with another representative instead, then when I asked o speak with a supervisor he ended the call, this is not something what I would expect from a company as yours this is something very rude and unfair.So i had no choice then to wait another 10+minutes and start the whole game again, which i did agin as below.
4.After another long wait at third time, I managed to speak with another customer support representative, just to find out this time in polite way that he cannot escalate the call for a supervisor, and even the supervisor wont be able to sort out this, only the hotel, OK I told him that I already contacted the Hotel, which he didn't answer the phone, so what else i can do then I was told that I shouldn't make use of your services when Booking.basic acts as intermediary, which again surprised-me as this is something too ambiguous and strange to understand, if a service hallmarked by your company doesin't work then why is still listed?It damages your whole company credibility and lowers considerably customer ratings.
5.Not sure how it is possible that a Hotel represented trough your Company doesin't have contact number or an email address?Ah, then I realized why Booking.Com was unable to confirm my booking, that's why...Please let me know if this very concerning issue has been rectified, this is a very silly error still not sure how it is possible to have a hotel in your database without these absolutely basic details, that's something unheard, please confirm that this was rectified also.
6.I have checked my bank transactions and it shows clearly Booking.Com so legally then it is your company involved.
7.I would like to complain against your at least troubling if not fraudulent system to take of the payment from my card before the Hotel confirms the booking, hope this works like this only when booking.basic is involved, if not then this will create many otherwise avoidable complains.Please confirm this will be at least rectified soon as not always you are able to wait for a refund up to 2 weeks when payment was taken instantly, of if this is hard to organised then I am expecting that booking.com to organised immediately another alternative booking instead without being myself to be asked o contact the hotel on behalf of your Company which is again unheard.
Please read carefully my Complain as I am waiting soon for a reply and a follow up will commence soon until the situation it is resolved in reasonable manner, also I am going to liable your company for the expenses caused and time required to make this formal written and my previous complain over the phone, and implement when possible my recommendations and make sure that this wont happen again in future.I am expecting that your company to process my declined booking if not possible then to provide-me with a similar one with a considerable discount for all this hassle.