Booking.com complaint: Urgent Complaint: Cancellation Issues for Non-Refundable Hotel Booking

I am writing to express my dissatisfaction and frustration regarding a recent hotel booking I made through your platform. I am seeking your assistance in resolving this matter as soon as possible.

Booking Details:

Reservation Number: 1929344264984682578
Hotel Name: Jianguo Hotel Shanghai
Booking Dates: 6 May 2023 – 14 May 2023

I made the booking for my fiancee. Upon completing my booking, I realized that the reservation was non-cancellable. I immediately contacted Booking.com support for assistance in canceling or modifying the reservation. The representative informed me that this was a special partnership offer and advised me to contact the hotel directly to resolve the issue. 30 minutes later, my fiancee’s father passed away, and he is not able to go for the trip as he has a funeral to attend. so I really need to cancel the booking.

As a customer, I booked through Booking.com and have no knowledge of any partnership arrangements between your platform and the hotel. The term partnership offer means nothing to me, and I believe that Booking.com should take responsibility for resolving the issue on behalf of the customer, regardless of any partnerships involved.

Following the advice provided, I called the hotel, only to be told that they were unable to cancel or modify the reservation without instructions from Booking.com. As a result, I am caught in a loop between both parties, with neither taking responsibility for assisting me with my request.

This situation is unacceptable and has caused me considerable inconvenience and stress. As a loyal customer of Booking.com, I am extremely disappointed with the lack of clear communication and support in resolving this matter. I understand that non-refundable bookings are subject to specific terms and conditions, but I believe the circumstances warrant your attention and assistance.

I kindly request that Booking.com, as the platform through which I made the booking, take responsibility for resolving this issue and work directly with the hotel to find a solution. I would greatly appreciate it if you could either cancel the reservation and issue a full refund or allow me to modify the booking dates without incurring any penalties.

Please treat this matter with urgency and provide a response at your earliest convenience. I look forward to a and satisfactory resolution to this issue.

Thank you for your attention and understanding.

Sincerely,
Sherry