This is the email I sent to booking.com:*Hello,***I have been a long time customer of b...
GetHuman-rwilton's customer service issue with Booking.com from January 2019
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This is the email I sent to booking.com:*Hello,***I have been a long time customer of booking.com and have always used the platform to make my bookings in my home country of Australia and when travelling abroad. I have always been very satisfied, until now.**My partner and I are currently travelling in Thailand, this is our third time here. We enjoy the liberal culture here and have always felt very comfortable with the majority of Thai cultures attitude towards gender and sexuality. We were not prepared for the fact that when we arrived in Krabi that we had made a booking at a muslim-run hotel. My partner and I believe that each person is entitled to live a life and have beliefs of their own choosing. But we are not so sure that they could say the same about us. I had just proposed to my boyfriend less than a week earlier on Phi Phi island and we were hoping to continue to enjoy our time in Thailand celebrating. However we did not feel as though in a muslim-run hotel that we would feel very comfortable holding hands or showing any kind of affection towards one another. We discovered that this is on their listing, but only in the 'fineprint' section down the very bottom. We do not believe that this is 'fineprint', it is more important information that would have seriously impacted our decision on choosing this hotel had we known. I chose not to take the cancellation option in my booking, but I did so under false pretences, I was not made aware of this critical information and we never would have chosen to stay here had we known this important information. We spent a lot of money on this particular stay in Krabi as it was our longest time of * full days without travelling in Thailand. My partner and I used the room's facilities when we first checked in but promptly left a few hours later to stay at a different hotel. I believe it would be fair to pay for the first day, but we do believe we are entitled to a refund of * days.**We thank you very much for handling this sensitive enquiry and hope that you can help us.**Kind regards,**Robbie Wilton***This is the response I got from booking.com:**Home * FAQ Manage booking **Dear Robert Wilton, **This is Vaida from the Booking.com Customer Service Team. I tried calling you to discuss your reservation at Ao Nang Phu Pi Maan Resort & Spa , but was unable to reach you. **Booking.com advertises properties with the information provided by the properties themselves. We shared your concerns with Ao Nang Phu Pi Maan Resort & Spa and will work with them to make sure the necessary improvements are made to their facilities and how their information is represented on the Booking.com website in the future. **The information that the hotel is a Muslim-run and does not serve any alcohol is indeed provided in the fine print and can be viewed before making a reservation. This information is also available in your confirmation email under Important information. **We have contacted the property with your request to cancel reservation, however they are not able to fulfill your request because of their policies. Booking.com serve as an intermediary and and we always make sure to look out for the best possible options and solution for valued guests like you. There is, unfortunately, nothing more that we can do at this stage as we have to respect hotels decision. **Thank you again for taking the time to contact us—feedback such as yours helps us to improve the property’s standards as well as our own. **If you need us again, we’re always here. **--*Vaida I.*Booking.com Customer Service Team ***If you would like to change or upgrade your reservation, click here.*- Booking.com Customer Service Team
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