How Do I File a Complaint About a Property to Booking.com?
Visit the Dispute Resolution Center if you have a complaint about a property you booked with Booking.com. Enter your personal information along with the details of your complaint. Provide more information about the complaint so that Booking.com can process and resolve it quickly. A Booking.com staff member may get in touch with you regarding your complaint. If you're not satisfied with the outcome, Booking.com also offers a mediation service.
Are you having problems or do you have a complaint about a property you booked with Booking.com? You may submit a complaint and Booking.com will do its best to resolve it for you. Below are the steps to submit your complaint to Booking.com:
- Visit the Dispute Resolution Center to submit your complaint.
- Enter the Property ID, your full name, email address and phone number. Choose a topic and subtopic. You can submit complaints that are related to reservations, Booking.com staff, invoicing, or products.
- Write the details about your complaint in the Message field. Provide as much information as possible to let Booking.com process and resolve the complaint quickly. Click Send.
Wait for Booking.com's email confirming receipt of your issue. They may send it via email or through the Extranet inbox. Booking.com may provide you with more information about the details of your complaint and what you need to do for the next steps. They will also send you regular updates about your complaint, or a team member may directly contact you about it. After resolution, Booking.com will contact you via email ASAP. If you want to reply to the person handling the complaint, you may do so by email or via the Extranet inbox.
What to Do If You Don't Agree With the Resolution
In case you don't agree with Booking.com's resolution, you may also use a mediation service for properties based in the European Economic Area. However, keep in mind that there is a fee if you decide to use the mediation service. You may use a mediation service when you have a serious complaint regarding money. If you have questions, feel free to contact Customer Support.
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