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CB Travel Agencies and Tour Operators Booking.com Last minute booking.com cancellation in Rome, Italy
Booking.com

Booking.com review: Last minute booking.com cancellation in Rome, Italy

G
Author of the review
6:37 pm EDT
Featured review
This review was chosen algorithmically as the most valued customer feedback.

After nearly 19 hours of travel from Canada, we arrived in Rome only to find ourselves completely stranded. Despite having a confirmed booking, we received no check-in instructions from the property owner and were unable to reach them through multiple calls and text messages. At no point prior to arrival were we contacted with entry or key handover details.

We contacted Booking.com support immediately. Over the course of three calls—including a 45-minute call that ended in a forced cancellation—it became apparent that your platform had no control over the host or ability to guarantee access to the reserved property.

Booking.com’s initial response was entirely inadequate. An email offering a €60 reimbursement was sent, which does not come close to covering the disruption and financial impact we experienced. Making matters worse, our travel dates coincided with the inaugural mass of the new Pope, during which hotel availability was limited and prices were significantly inflated.

On a subsequent call, your agent “Jeremy Fridae Lee M” assured us—after checking with a supervisor—that Booking.com would cover the cost difference if we rebooked. Unable to access my app due to the ongoing call, my husband secured a new hotel (Hotel Celio) through his own Booking.com account. Hotel Celio was an option on the booking.com app in the same location we had intended to stay in and was verbally approved by your agent named, Jeremy Fridae Lee M.

The fallout from this failure was severe:

We lost valuable time from our short trip searching for alternative accommodation.
We missed prepaid excursions and dinner reservations.
We endured a distressing and chaotic arrival in a foreign country.
Booking.com failed in its obligation to ensure the property owner upheld the basic terms of a confirmed reservation.

After numerous emails and convenient disconnected phone calls, we have not received a response to our requested refund that was verbally approved by the agent when we were in Italy.

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