Terrible customer service

⚠️ Public Complaint – Booking.com Failing Their Customers

I want to raise a serious concern about how Booking.com handles customer complaints, because my recent experience has been extremely disappointing.

I booked accommodation through Booking.com expecting that if anything went wrong, the platform would support its customers. Unfortunately, that has not been the case.

During my stay, several major issues occurred, including services that were advertised and paid for but never provided. Because of this, I was forced to spend over R500 out of my own pocket on food.

I reported the issue to Booking.com expecting them to properly investigate and assist. Instead, the response I received was an offer of only R129 credit for the entire booking, which does not even cover the cost of breakfast for one person.

I clearly explained why this was unacceptable and requested that the case be reviewed properly. Since then, Booking.com has stopped responding entirely.

This is extremely concerning. When customers book through a large platform like Booking.com, there is an expectation that they will stand behind their listings and protect customers when things go wrong. In this case, it feels like the responsibility has simply been ignored.

Offering minimal compensation and then not responding to further communication is not how customer service should work.

I hope Booking.com reviews how they handle complaints because situations like this damage trust in the platform. Customers deserve fair treatment and proper support when a booking does not meet what was promised.