Disappointed with Booking.com’s support – Flower Hotel in Tbilisi handled the situation unprofessionallyReview:I had a prepaid reservation at Flower Hotel in Tbilisi from June 13 to 20, 2025. Unfortunately, due to sudden political events and a government decision, all flights were suspended and the airport was shut down on the morning of June 13.That same day, at 10:36 AM (Amman time), I contacted the hotel through the Booking.com app to inform them of the situation and that my flight might be delayed or canceled, and that I would keep them updated. They did not respond.Later, at 5:42 PM, I sent another message asking whether it would be possible to shift the reservation dates, again with no response. The hotel completely ignored my messages during a time when clear communication was critical.Had they replied in a timely manner and informed me that such changes were against their policy, I would have canceled the booking before the 6:00 PM deadline. Instead, they chose to remain silent, possibly to maximize their profit at my expense.To make matters worse, Booking.com did not support me. They simply told me I "could have canceled before the deadline", ignoring the fact that the hotel never responded, even though I reached out well in advance.At the end, Flower Hotel charged me for one night — which I believe they are not even entitled to, given the exceptional circumstances and the lack of communication on their part.As a loyal Booking.com user, I expected better. I expected real support in situations beyond my control — not just automated responses that favor the hotel.This experience made me reconsider using Booking.com again, especially when dealing with time-sensitive issues or unexpected travel disruptions. Trust should go both ways.
