Over the past 3 weeks, I’ve had the worst customer service experience ever with Booking.com. I made a fully prepaid reservation through their platform. On the day of check-in, we were denied access due to the property being double-booked by a third-party host. After multiple calls to Booking.com, the reservation was cancelled and a refund promised. However, Booking.com failed to cancel the virtual card, and the host later charged a full cancellation fee of $1,738.38 NZD money that should have never been taken. Since then, I've: Made 24 phone calls totaling 14 hours and 29 minutes Sent 31 emails (and received 29 responses) Submitted bank statements three timesStill, no refund. No urgency. No escalation. Constantly repeating my story to new customer service agents who haven’t read previous notes. Disconnected on hold with no follow-up. It’s exhausting and disrespectful. We had to pay for new accommodation out of pocket, and this $1738.38 NZD charge has caused major financial stress. I’ve now reported this to New Zealand authorities and am pursuing legal options. Booking.com has completely failed in protecting customers. Use this platform at your own risk.
