Hello,*I want to lodge a complaint about a property I arranged a booking for through bo...

GetHuman-karinmsh's customer service issue with Booking.com from June 2018

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The issue in GetHuman-karinmsh's own words
Hello,*I want to lodge a complaint about a property I arranged a booking for through booking.com. My issue is not with booking.com exactly as I make a lot of use of this service and have never been disappointed. However, I would suggest that you might reconsider representing the property Las Tres Palmas in Sofia Bulgaria, as I feel very unfairly treated in this situation and that the owner is quite unethical in his treatment of clients.*This is our booking number and I think you will find the details in your notes: **********.*We paid for * nights accommodation at the apartment. We were delayed in arriving to Sofia. We contacted the apartments to confirm that we would be coming and that we were arriving late...we thought at **pm. In fact it was **:**. They canceled our booking. They did not bother to call to see why we were further delayed or to confirm that we were indeed still enroute (and we did not think to contact them yet again). *We scrambled around last night to find a place to stay. We let booking.com know that we were still intending to stay the remaining * nights at the place we paid for and we left about ** missed calls with the apartments. *This morning we hoped to pick up the keys. Instead they have insisted we must rebook and repay (enforcing the ***% cancellation fee). I have spoken with the property and I have called booking.com and they have spoken with them and they say it is within their rights to charge us for the * nights (without ever giving us a key). I think this is beyond reasonable. If it is within their rights, it should not be. And if you cannot do anything about that, then I would think, for your own reputation, you should refuse to do further business with them. It is an inexcusable way to treat a visitor to your country.*I will certainly be writing my opinion on booking.com...but I really feel the better action is to not do business with them to further safeguard your customers from such unreasonable and unethical treatment. *I can't tell you what a terrible taste this has left in my mouth. Fortunately I know the country well and know this is not the typical treatment to expect from Bulgarians, but this owner is really not someone booking.com should associate themselves with in my opinion.*Thank you. I will add that I received polite and sympathetic help from booking.com but to no avail.
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Booking.com

Customer service issue
Reported by GetHuman-karinmsh
Jun 10th, 2018 - a yr ago
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Timeline
GetHuman-karinmsh started working on this issue
Jun 10th, 2018 9:43am
GetHuman-karinmsh indicated the issue is not fixed yet.
Jun 10th, 2018 11:05am