Booking.com complaint: Unprofessional Company

I am filing a formal complaint regarding an incident that occurred while using a certain booking website. I made a mistake during the booking process and accidentally selected the option to pay in advance rather than pay at the property. As a result, my debit card was charged over $480, which was an amount I did not have.

As soon as I realized the mistake, I contacted the property as instructed on the website and requested that the fee be waived. The lady at the property told me to contact the booking website, And they would call her to have the fee waived, and I could get refunded which I did twice, but was told that they could not help me. I called my bank to claim a dispute because I feel they have some kind of scamish ways. Your supposed to call the property to have the fee waived if the property approves it you can get refunded but apparently that’s a false advertisement.

It is my understanding that the website clearly states that customers should contact the property for a waiver, which I did, so I cannot understand why the property could not handle the request. Additionally, the customer service I received was extremely rude and unprofessional, which only added to my frustration. The agent told me she was placing me on hold to contact the property when she got back on the line she goes I talked to my team. And I even asked for a manager, and they told me one was not available. I am a team lead doing CSR work, and I know you always have a supervisor that’s a bunch of BS.

I am highly dissatisfied with the entire experience and will never use this booking website again. I am requesting that the fee be waived as originally requested and that the company takes steps to improve its customer service in the future.