*****ulent listing, no-show dispute, and extremely slow customer support

I have used Booking.com for many years and never had an experience like this.

During a recent booking in Phu Quoc, Vietnam, we arrived on time at the listed address only to find that the accommodation did not exist. The location was an undeveloped patch of land between two hotels. The host was completely unreachable at check-in despite multiple calls and messages, and nearby hotels confirmed that no such property exists.

Despite this, the host later marked us as a “no-show.” Only after I lodged a formal complaint did the host respond, claiming contradictory explanations and sending abusive messages. This information has been shared with Booking.com as evidence.

What has been most disappointing is Booking.com’s response. Despite the seriousness of the situation — being stranded late at night in an unfami**** area due to a non-existent property — customer support has been extremely slow and unhelpful. Several days have passed without a clear resolution or confirmation that no charges will apply.

I expected stronger consumer protection and faster escalation for what appears to be a *****ulent listing. As a long-time customer, this experience has made me reconsider whether Booking.com is the right platform for future accommodation or flight bookings.

I hope Booking.com reviews this matter seriously, improves host verification, and provides more responsive support when travellers are placed in vulnerable situations.