An old and very loyal client of booking.com, for the first time in at least ** years I...

GetHuman2662296's Complaint issue with Booking.com from April 2019

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The issue in GetHuman2662296's own words
An old and very loyal client of booking.com, for the first time in at least ** years I am losing patience with your service. Two days ago I contacted a representative by telephone to look into a mix-up in reservations made for three nights at the Olympic Hotel in Amsterdam, NL.*I reported that, after making the booking -- which, I assumed was a cancellable one (which is what I always use when reserving rooms through your service) , I received a notice from booking.com and gave you my VISA number which indicated -- as always -- that no payments would be made until I got to the destination -- that the booking was made AND, unusual in my experience, another from the hotel.*The number was *********** (Pin ****). The price quoted was what I had expected, ***.** Euros, but I then noticed that it said that on their email but not yours that, if I cancelled there would be a huge penalty, nearly the cost of the three nights! THEN I got another notice from the hotel that they had reserved a room for us for the SAME three nights* that the cost would be ***.** euros and that the cancellation cost would be ***!!! That reservation had the * *********** (Pin ****). This was getting to be, as Alice (in Wonderland) would say, "curiouser and curiouser." And terribly annoying. And I called to find out what happened. I was assured that I would hear back the next morning. I waiting all day!*Then I learned that a medical appointment I have been trying to get in Boston could only be on one of those dates and decided to cancel the whole thing and called again. Again I was told that your rep would immediately contact the hotel, first to see what the mix up was in regard to the reservation -- and the great price differential -- and then to see if it all could be cancelled. And again I was told I would definitely hear by phone and*or email this morning. I am still waiting.*In the meantime, I have been trying to change the medical appointment to be in Amsterdam as originally scheduled and tried to call to say that I could keep the first reservation (the one at ***.** but needed to know that the other was cancelled without penalty.*I'm sorry this is such a long and complicated story but I don't understand why a simple phone call -- as promised -- can't straighten it out.*I am a travel journalist and have to say this whole mess does not make me very sure I want to keep using booking.com and am surely confused by the double-booking, the penalties for a room I thought I could cancel without penalty and, not least, the matter of being told several times not to worry, that your people would look into this AND GET BACK TO ME RIGHT AWAY. It is now ** hours or more since my initial call.*PLEASE ADVIsE ASAP. Peter Rose

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Booking.com

Complaint issue
Reported by GetHuman2662296
Apr 1st, 2019 - 2 years ago
Fixed
Seen by 11 customers so far
Similar issue to 11801 others
0 customers following this
Items needed
Name on the booking
Booking reference
4 digit PIN

Timeline

GetHuman2662296 started working on this issue
Apr 1st, 2019 11:16pm
GetHuman2662296 indicated the issue is not fixed yet.
Apr 3rd, 2019 2:44am

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