Hi Joe!
I'm really sorry to hear about your experience. Could you please post your booking number so our specialized team can investigate this further?
Hi Justjonesx4,
I am sorry to learn about your feelings and would like to get to the bottom of it.
Could you please send me an email to customer.web@booking.com with further information regarding the relevant reviews?
Once I have this information I will contact the corresponding department for further investigation.
Thanks, Tal
Booking.com Team
Hi Justjonesx4,
If you want us to follow up on this we need more details. Like my colleague wrote before, you can send it to customer.web@booking.com. I understand you're unhappy about one review and from my part would like to find out what happened. Once we have this information we can proceed.
Regards, Mac
Booking.com Team
Hi Justjonesx4,
Your e-mail has been received and I have already asked our
corresponding department to contact you as soon as possible.
Regards, Sergejs
Booking.com Team
Hello,
I would like to review this matter with the appropriate department. Can you please send the guests booking number to customer.web@booking.com?
Regards, Andrea
Booking.com Team
I'm sorry to hear that you feel this way. If you would like for me to assist you, I will need for you to provide me with your hotel ID. If you are not comfortable posting it on the forum, please send it to me in a direct message.
Thank you Domenica.
I apologize once again for the inconvenience.
I will inform the relevant department and my colleague will contact you at the earliest.
Regards, Konstantina
Booking.com Customer Service Team
Thank you for your post. Can you please clarify if you need assistance with something as I am here to help? You can also send an email to customer.web@booking.com referencing this post and I will follow up.
Hi again Demi.
I have contacted you account manager and he informed me that he has sent you an e-mail with some questions so that he can follow up with the issue.
Please feel free to contact me should you need further assistance.
Regards, Konstantina
Booking.com Customer Service Team
Records indicate you were contacted on January 15th. I'm sorry you didn't receive all of the information you needed. I will once again contact your local hotels department to assist you further. Alternatively, their office is open at this time and their contact information is listed in our shared system, the extranet.
I'm sorry your issue has not been resolved yet. I have contacted again the hotels team and my colleague will follow up as well. You can alternatively contact your Account Manager yourself. I've sent you a message with all the details.
I am sorry to hear about this.
While I understand how a negative review can feel, especially when a hotelier has worked so hard to provide accommodations to many guests, with a variety of expectations. After reading many reviews, and other guests response to a review, it would seem most guests have enough sense to not pay attention to the best, or worst reviews, but only pay attention to those in the middle. I would like to assist you further, can you provide me with your hotel ID number?
Regards,
Kristen
Booking.com Customer Service Team
Hi there,
I have just replied to your private message. This matter has been forwarded to our hotels team and you will be contacted as soon as possible.
Regards, Tal
Booking.com Customer Service Team
Thank you for the info. I have located your booking and I see my colleague has sent you an email in regards to this case 3 days ago. I have sent you a private message with more info. Feel free to let me know if you have more questions.
I'm sorry to hear you feel this way. If you would like I can take a look at the guest's review and check to see if I can do anything about it. Please provide me the guest's booking number. Alternatively, you can email it to "customer.web@booking.com" while referencing this post.
Regards,
Brian
Booking.com Customer Service Team
Resolved
The complaint has been investigated and resolved to the customer's satisfaction.
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D
Dmitry B.
US
7 comments
Dmitry B.
of US
Dec 20, 201611:57 am EST
Another masterpiece from Booking.com:
Please be informed that:
By signing the agreement with us, you accepted the guest reviews and the fact that we are not responsible for posted reviews.
We will not enter into any further communication with you about this review.
We will not remove or amend the review.
The contract you entered into is with Booking.com BV, subject to Dutch law and Amsterdam courts as exclusive jurisdiction.
If you want the review to be removed, then you require to terminate the agreement, after which the review will be gone forever.
Kind regards,
Alan
Booking.com Partner Services Team
J
J
JSt390
US
3 comments
JSt390
of US
Jan 02, 20178:49 pm EST
Replying to comment of Dmitry B.
This is the most insidious reply I have yet read from a business to a partner. This man is obviously wrong. They certainly are responsible for what they publish. If they publish defamatory and untrue reviews they are liable. But, of course, they know if you sue them they will cancel the agreement, which is again subject to a claim for damages. But who can and wants to take them on?
M
M
martyblueyes
BR
3 comments
martyblueyes
of BR
Feb 20, 20177:10 pm EST
Verified customerThis complaint was posted by a verified customer. Learn more
I am not trying to have any reviews removed but as a small hostel in Rio De Janeiro, I think it is totally unfair that a guest can leave a review anonymously and not give the establishment an opportunity to reply. This has happened to us on several occasions and although the reviews are anonymous, we know exactly who left them and the reasons that that left them. Any guest can say that a room smells musty or that the bed was uncomfortable or that the breakfast did not meet their standards. We had a guest leave a bad review and the reason was not at all what was stated in the review. She didn't want to buy a R$2 bottle of water and insisted that we give her filtered water, which we do not serve at our hostel. As a spite she left a negative review. Ok fine. We have enough positive reviews to offset the occasional bad ones that we receive. But to be able to post the review anonymously is, in my opinion, cowardly to say the least. And to not allow the establishment to respond is even more cowardly.
V
V
Viktoriaathens
GR
1 comments
Viktoriaathens
of GR
Mar 01, 20178:18 am EST
Verified customerThis complaint was posted by a verified customer. Learn more
Hello people,
I recognize these problems with Booking.com. They are a nightmare.
They have send us invoices with completely wrong company details etc so we refused to pay them ( the tax company will not accept this invoices ) now Booking.com suspended our account, so we are not bookable on booking.com at the moment, until we pay the ( incorrect ) invoices. Loss of income!
Also i have another question for the people with their accommodation on booking.com... did you know that booking.com sometimes checks the validity of credit cards that are provided by guests?
D
D
Dmitry B.
US
7 comments
Dmitry B.
of US
Mar 20, 201711:18 am EDT
Replying to comment of Viktoriaathens
Hi, regarding your question about guest's credit cards - yes. I knew about it when received a booking cancellation and ask guests why they did so. They answered that they did not! After that guests returned with info that Booking.com cancelled their stay because of some problem with their card. Finally, I lost these guests.
E
E
Emmanuel and Veronica
GB
1 comments
Emmanuel and Veronica
of GB
May 22, 201812:41 pm EDT
Contact information for your booking [protected] B&B Casa Florinda, First and last time booking with Booking.com I am not happy with your reply or lack of support of Booking.Com via a poor assistant named George, I will be contacting PayPal as well to inform them that throughout the booking procedure the cancellation Policy is hidden away. The Booking was made in good faith late on the 19th May my wife was taken by ambulance to hospital on the 20th May 2018 and is still there, I called the Hotel in between visiting my wife in hospital first thing in the morning of the 21st May 2018 3 days before our check in time to notify the hotel in advance of my wife’s unfortunate unforeseen health situation and were not prepared to refund. The trip included a booking with Expedia in a hotel in France for a day earlier . Expedia immediately refunded the full amount .
I will make this as public as possible because of the hidden way you present the booking fine print and at which point it appears. Your cold attitude of dealing with this matter must not be repeated to others so I will be informing as many people as possible.
Replied
Another masterpiece from Booking.com:
Please be informed that:
By signing the agreement with us, you accepted the guest reviews and the fact that we are not responsible for posted reviews.
We will not enter into any further communication with you about this review.
We will not remove or amend the review.
The contract you entered into is with Booking.com BV, subject to Dutch law and Amsterdam courts as exclusive jurisdiction.
If you want the review to be removed, then you require to terminate the agreement, after which the review will be gone forever.
Kind regards,
Alan
Booking.com Partner Services Team
This is the most insidious reply I have yet read from a business to a partner. This man is obviously wrong. They certainly are responsible for what they publish. If they publish defamatory and untrue reviews they are liable. But, of course, they know if you sue them they will cancel the agreement, which is again subject to a claim for damages. But who can and wants to take them on?
I am not trying to have any reviews removed but as a small hostel in Rio De Janeiro, I think it is totally unfair that a guest can leave a review anonymously and not give the establishment an opportunity to reply. This has happened to us on several occasions and although the reviews are anonymous, we know exactly who left them and the reasons that that left them. Any guest can say that a room smells musty or that the bed was uncomfortable or that the breakfast did not meet their standards. We had a guest leave a bad review and the reason was not at all what was stated in the review. She didn't want to buy a R$2 bottle of water and insisted that we give her filtered water, which we do not serve at our hostel. As a spite she left a negative review. Ok fine. We have enough positive reviews to offset the occasional bad ones that we receive. But to be able to post the review anonymously is, in my opinion, cowardly to say the least. And to not allow the establishment to respond is even more cowardly.
Hello people,
I recognize these problems with Booking.com. They are a nightmare.
They have send us invoices with completely wrong company details etc so we refused to pay them ( the tax company will not accept this invoices ) now Booking.com suspended our account, so we are not bookable on booking.com at the moment, until we pay the ( incorrect ) invoices. Loss of income!
Also i have another question for the people with their accommodation on booking.com... did you know that booking.com sometimes checks the validity of credit cards that are provided by guests?
Hi, regarding your question about guest's credit cards - yes. I knew about it when received a booking cancellation and ask guests why they did so. They answered that they did not! After that guests returned with info that Booking.com cancelled their stay because of some problem with their card. Finally, I lost these guests.
Contact information for your booking [protected] B&B Casa Florinda, First and last time booking with Booking.com I am not happy with your reply or lack of support of Booking.Com via a poor assistant named George, I will be contacting PayPal as well to inform them that throughout the booking procedure the cancellation Policy is hidden away. The Booking was made in good faith late on the 19th May my wife was taken by ambulance to hospital on the 20th May 2018 and is still there, I called the Hotel in between visiting my wife in hospital first thing in the morning of the 21st May 2018 3 days before our check in time to notify the hotel in advance of my wife’s unfortunate unforeseen health situation and were not prepared to refund. The trip included a booking with Expedia in a hotel in France for a day earlier . Expedia immediately refunded the full amount .
I will make this as public as possible because of the hidden way you present the booking fine print and at which point it appears. Your cold attitude of dealing with this matter must not be repeated to others so I will be informing as many people as possible.