Booking.com review: Customer service experience

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 .