1 Star
1 Star My experience with Booking.com was extremely disappointing. I accidentally made a reservation and contacted the property almost immediately—within approximately two minutes—to ask whether they would consider waiving the non-refundable policy as a goodwill gesture. Instead of simply asking the property about a refund, my reservation was cancelled. I never intended to lose my accommodation if the refund request was denied. As a result, I was left without a place to stay in Vancouver while still being charged CAD 624.70. What frustrated me most was the customer service. Rather than addressing my concern about why my reservation was cancelled, I received generic responses explaining the property’s cancellation policy. That completely missed the point of my complaint. I expected Booking.com to clearly explain why my reservation was cancelled and whether they had my authorization to do so. Instead, I spent my time repeating the same issue without receiving a direct answer. I’ve used Booking.com in the past, but this experience has seriously damaged my confidence in the company. I hope they improve how they handle situations like this and ensure customers are fully informed before any action is taken on their reservations.