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CB Travel Agencies and Tour Operators Booking.com
Booking.com

Booking.com review: Customer service experience

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2:14 am EDT
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

I am writing to request a reimbursement for the phone charges incurred during a recent conversation with your customer service team.

I was prompted to call your customer service number, which I found within the app, regarding an issue with a refund. Unfortunately, at no point during the process was it indicated that the number was subject to charges, and it was not made clear that the call was not toll-free. This lack of transparency led to an unexpected financial burden for me.

Moreover, the conversation with your customer service team took considerably longer than necessary, a fact that your representatives acknowledged during our conversation. This protracted discussion further exacerbated the financial impact of the call.

The primary reason for my call was to address an error in a refund I was due to receive. I was supposed to be refunded 420 euros, but when the refund was processed, I only received 386.40 euros. The rest of the money were supposed to go to my Wallet in the app (as I understood from the call, it was not my request), but due to an internal error, the wallet was empty. Consequently, I had to initiate the call in the first place to rectify this issue. It is disheartening that I had to expend additional funds, amounting to over 100 euros in phone charges, to recover the 33 euros that were rightfully owed to me.

I believe it is only fair and just that I receive a refund for the charges incurred during this conversation, as these charges were a direct result of issues stemming from your end. I kindly request that you refund the amount equivalent to the charges for this call.

Please find the details of the call below:

Called nr: +[protected]

Date of the call: 11th September 2023

Call duration: 46 mins 23 sec

I understand that mistakes can happen, and I trust that Booking.com values its customers and strives to maintain a high standard of service. I look forward to your prompt response and resolution of this matter. Please do not hesitate to contact me at +[protected] or andreea.[protected]@gmail.com .

Desired outcome: Reimbursement for the (not transparent) phone charges incurred during a conversation with your customer service team that happened due to an error on your end.

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  1. Booking.com Contacts

  2. Booking.com phone numbers
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    Mexico
    More phone numbers
  3. Booking.com emails
  4. Booking.com address
    Herengracht 597, Amsterdam, 1017CE, Netherlands
  5. Booking.com social media
  6. Janet
    Checked and verified by Janet This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Nov 01, 2025
  7. View all Booking.com contacts
Booking.com Category
Booking.com is ranked 1 among 60 companies in the Travel Agencies and Tour Operators category
#01 Booking.com Booking.com #02 Expedia Expedia #03 redBus redBus #04 Hotels Combined Hotels Combined #05 Guest Reservations Guest Reservations

Most discussed complaints

this is a scam!
2
(opinions to this review)
 Unacceptable accomodation
1
(opinions to this review)
 Booking a hotel room
1
(opinions to this review)
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1
(opinions to this review)
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