Booking.com’s poor customer service stranded us.

Arriving on a snowy night in an unheated flat, we unsuccessfully attempted to address the situation.

I reserved a flat in Sheffield for myself and my two elderly grandmothers for a family event, paying £160. Upon arrival on a chilly snowy night, we discovered that the heating was malfunctioning. The severe cold posed a risk to my grandmothers, and despite my efforts to resolve the issue with the host and Booking.com, it was futile. It was too late to find a suitable alternative.

Lacking proper accommodation, we resorted to using the oven for warmth, camping together in the open-plan living area. Subsequently, the host offered a meager 15% discount for our next stay, and Booking.com provided £31.87 in compensation.
ASS, London

The Booking.com website proudly declares, “In the unlikely event that something goes wrong, we are here for you,” advising guests to remain in place until any issues are resolved.

Indeed, the company seems to depend on hosts agreeing to a solution or refund when issues arise. This implies that dishonest owners can escape accountability for offering inadequate accommodation, leaving guests to bear the consequences.

I presented this to Booking.com and inquired about their policy when a guest reports a safety risk. Additionally, I sought clarification on the procedures if a host declines compensation for a disrupted stay and inquired about the calculation behind Booking.com’s own minimal offer.

Booking.com disregarded all queries and responded solely with, “We’re sorry to hear about the experience of the customer you brought to our attention. We have reached out directly to apologize and will be offering a full refund as a gesture of goodwill.” The suggestion is that the payment is an act of kindness rather than a rightful claim under the Consumer Rights Act 2015.

Holding Booking.com accountable poses challenges. With its headquarters in Amsterdam, the platform states that its terms and conditions are subject to Dutch law, adding complexity to any legal actions. Additionally, the contractual relationship exists between you and the accommodation provider.

Usually, customers who made payments with a card can seek reimbursement from their credit or debit card issuer if a trader violates the contract. However, this entitlement does not apply to transactions conducted through a third-party agent like Booking.com.

If every other avenue proves unfruitful, reaching out directly to a company’s CEO and creating a (courteous) public commotion on Twitter, or X, as it is presently called, might offer assistance.