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Booking.com complaint: No Notification Hotel Closed July 2022

Open 92 views Hotels / Motels

Filed 10 Aug 2022 by Sally

My partner booked a two night stay in Salisbury England for both of us from 13th-15th August 2022 at The Old Mill in Salisbury through booking.com as he had an important date on Sunday 14th August 2022. On Sunday 7th August friends we were going with said they had an email from booking.com to say they had changed the hotel. We had received nothing. I looked on Trip Advisor the next day to see somebody had turned up there in July and there was a notice to say the hotel was now closed.
I waited to the next day (bearing in mind we were coming on the Saturday 4 days later) and nothing from Booking.Com. I phoned up Customer Services and spoke to a rather unpleasant man called David who amazingly enough had only received our booking 12 minutes before to cancel it. He wasn’t at all sympathetic to the fact if we hadn’t known from our friends and booked another hotel we would have turned up with nowhere to stay at the busiest time of the year. As my partner is doing a skydive for charity very early on the Sunday he would have been furious. As David did nothing to help the situation just accused me of calling him a liar as I couldn’t believe he only got the notification that the hotel closed 12 mins before when it closed in July and refused to let me talk to a manager I was very upset.
I have worked in Customer Service forty odd years and to notify somebody four days before they were due to travel is unacceptable especially as the hotel had closed the month before. I spent all of Monday on the phone trying to rebook another hotel. I phone up a company to express my concern and got somebody that wasn’t even apologetic and wouldn’t put me on to a Manager – not good enough.

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