My complaint:
On Sep. 16th, I initially made a reservation on booking.com with ation number 4182614966, and pin code 0147, I cancelled this reservation immediately after I realized that the room was only accommodating 4 people which did not fit our requirement. Few days later I noticed my account was charged for $1356.63 and then refunded for $1284.74, for a difference of $71.89. I called customer service and was advised that in order to get a full refund of $71.89, I would be provided a link in an email and all I had to do was to follow the instructions and fill up the form via the link. I followed and replied to the email on Sept. 20.
On Sep 25, I called customer service as I have not received the refund. John Christian M answered the phone. He was very nice and advised me that I should get the money back in 2-3 business days. However it did not happen so I called customer service again, Anna Lynn answered and advised that instead of refund, I would get a credit of $71.89 into my booking.com account, by given 3 different answers from different customer service, I requested to talk to the supervisor as I wanted a firm answer of what exact way I would be refunded. Supervisor on duty was Chris, she said I would get nothing due to curreny exchange. I was confused and asked why everytime I was given different answers by talking to different customer service representives, by repeating ‘maybe.. maybe’ Chris wasn’t able to give me any answer. I felt I was not repected. The customer service did not give attention and consideration to the interest of the customer. I made last call on Oct 11th got Emerbson on the line. He appeared nicely to advise that he would contact financial department and I should be expecting a call back within 24-48 hours. Appreciated his help I waited again unfortunate nobody called me back until now. I am beyond disappointed.
This really upset me, not only not getting my refund, but also the fact of calling more than 4 times but giving big different solutions. As a customer I would expect to receive a fair and firm answer from a reputed company like booking.com. Who would dare to make a reservation after this? If you cancel within 5 minutes of booking, you will have to pay $70 or even more. If there is such an overbearing clause, please clarify the policy on free cancellation clause, in order not to cause any misleading. Booking.com customer service should not take customer’s trust for granted and not take responsibility of truly solving the customer issues by playing different answers. I am writing this letter to hope this matter can be escalated and someone can be looking into this complaint and help me solve this problem. Hope my issue will be handled fairly and equally.
I also hope booking.com will eventually improve their customer service.
Thank you very much
Suggested solution:
Please pay my money back and please clarify the policy on free cancellation clause, in order not to cause any dispute.
Thank you very much and appreciate any help!
