Booking.com
reviews and complaints

I have just been billed $900+ for a booking I supposedly made on Priceline, but had to call Bookings.com to try and get a refund. They would try, but they said they could not help me, it was the policy of the company that they listed not to refund, if I wanted to cancel a booking, I would lose my money.

GAEL HOLIDAY HOMES in the UK, https://www.gaelholidayhomes.co.uk/ .

I do not recall making this booking neither do I recall getting a confirmation email. they claim was sent. I asked for a copy which I have not received.

This is disgusting to think companies can just rip people off like this and get away with it. It is not like I am canceling the booking and was supposed to arrive tomorrow. The booking is for Oct 8th to 16th they still have time to sell it.

Bookings.com are all very apologetic ,we are so sorry. They don't mean a word

they say. Why do they do business with people who list unreasonable things. Why is there no standard? This damages the relationship with their customers do they not get it.

Via Booking.com I booked two return business class flights for myself and a friend due to fly from London Heathrow via Zurich to Buenos Aires for Jan/Feb 2023. Specifically the details are as follows:

Outward Tue 24 Jan 2023 - Swiss Reference L4NX22 Booking.com Ref 40-[protected]

Depart LHR T2 LX325 17.10 to Zurich

2hr 50min layover in Zurich

Depart ZRH LX92 22.45 to Buenos Aires EZE arriving Terminal A 25 Jan 2023 11.50

Return Wed 15 Feb 2023 - Swiss Reference L4NX22 - Booking.com Ref 40-[protected]

Depart Buenos Aires EZE LX93 to Zurich

5hr layover in Zurich

Depart ZRH LX324 15.30 to LHR arriving T2 16 Feb 2023

The total cost of the two business class flights was £7,492.88. I booked these flight for the specific purpose of getting to Buenos Aires for a once in a lifetime Antarctica cruise. I paid for both tickets.

I booked the flight via Booking.com - I have also filed a complaint with Swiss Air on this matter via this site

Whilst making the booking on Booking.com the user is required to fill the passenger details via a web page, this web page does not contain any automated checks for missing data. I checked all the details before booking and checked again after - it was only then I spotted the error whereby my middle name was showing up as my surname. The other passenger details were all correct. I immediately contacted Booking.com to get my name corrected. I sent a copy of my passport to show my details. The timeline is as follows

1) Booked & paid flights 14 Aug 2022

2) Contacted Booking.com customer service and sent copy of passport 14 Aug 2023

3) Acknowledgement from Booking.com of request sent to Swiss Air 14 Aug 2023

4) After I sent several chasers to Booking .com a reply finally arrived 7 Sep 2023. Swiss Air had therefore taken 24 CALENDAR DAYS to send a reply to Booking.com who passed it to me

5) The message from Swiss Air was that the name change on the booking above could be process but ONLY FOR AN ADDITIONAL PAYMENT OF £11,269 on top of what I had already paid essentially saying that their "company policy" dictated that a new booking would have to be made in the correct name and that the "fee" was based on the current fare. Astonishingly Booking.com refused to even confirm to me that the name correction would be made and the flights themselves unchanged before payment - "company policy" dictated they would only do this after payment! The rep seemed surprised when I posed the question of "Ok if I paid this and something went wrong again who would resolve it?". Staggeringly the rep just seemed to think that him saying "trust me" was adequate reassurance!? All he was interested in was sending me an email with a payment link it it!

I have been booking flights online and over the phone for over 30 years and have never made a single error - 1 small slip and I'm being disproportionately and unfairly penalised in the name of "corporate policy".

There is no way I was going to pay this ludicrous "fee" - all I was asking for is for the surname to be added to the booking - a small administrative correction for which I would have paid a small admin fee. Given a background of rapidly rising airline prices I was forced to lock in alternative flights direct with another airline. I cannot risk an issue with flights potentially derailing the entire Antarctica cruise itinerary. I have locked in those new flights so at least with that my stress levels have come down.

There is no way on this earth that I will ever go near Swiss Air or Booking.com ever again in future as a result of the "corporate" policy of charging outrageously ruinous "fees" to effect a small change - adding one word being my surname to the booking. There is no way whatsoever that I'll pay just over £11k to make a tiny change that would take them minutes to make.

I now wish to cancel the Swiss Air Flights I booked but face losing the £7,492.88 originally paid as again Swiss Air's "Corporate Policy" says the flight is non-refundable.

Booking.com Customer "Service" are a complete nightmare to deal with. I have spent in total some 7 hours spread over 4 lengthy phone calls - two of them stretching into the early hours of 8 August 2022 trying to get sense out of their Customer "Service".

If you phone them you find yourself dealing with an Indian Call Centre operated seeming by another company called "Gotogate" where its very obvious that English is not their first language of the reps and they are heavily "script led". This is not a critcism of the indivdual reps but it is an undeniable fact that their non fluency in English as a result of it not being their native language does inevitably cause problems in understanding. UK based call centres may be more expensive compared to India but they pay dividends in terms of Customer Relations. I had to explain my issue numerous times very clearly in order to try to get the reps to fully understand the issue, each time I thought they understood the issue I asked them to repeat it back to me to check their understanding. The reply I got told me they clearly didn't understand. Incredibly frustrating and such a waste of time for both parties. Each time also the rep would attempt to talk over me, to get back their script and spout "company policy" by way of an answer, or more accurately an excuse to every question I raised. In the calls on 8 August 2022 I lost count of the number of times I had to ask them to "please let me speak". The first lady I spoke to rudely cut me off when I was asking a very reasonable question about complaints procedure as seemingly she was not happy with "offscript" questions and kept repeating "go via the website" - the very Booking.com website which obfuscates the user at every turn and makes it extremely difficult to actually contact them. There is no email address to send a complaint or a physical address - for many queries it actually helps understanding to be able to express it in writing, plus it establishes a clear audit trail. The "chat" facility is limited I spoke to another gentleman after I phoned again after being rudely cut off who was more helpful but even after giving me assurances that an action I requested would be carried out I found out after the call on checking my email that this request had been utterly ignored. I get the impression that Booking.com deliberately doesn't want audit trails of customer queries. I despair!

On the issue of the name change request I had I needed to phone Booking.com, or more accurately Gotogate 4 time. Each time a different rep, a different story but always seemingly robotically following scripts. Customers are seemingly an inconvenience to Booking.com. Bade on my experience I have zero confidence that they actually know what they're doing as the answers on the same issue are not consistent between reps. If its not a standard question which has been scripted then they struggle.

I have used Booking.com in the past numerous times to book flights, packages and hotels and never experienced a problem. They seem to do OK when things go smoothly but cannot cope and resort to spouting "corporate policy" and "terms and conditions" whenever an issue arises. Their actions show they do not care one iota about Customers. If its a flight they buckpass to the airline who then buck pass it back to Booking.com who then send a few stock emails saying theyre "doing their best to help" but ends up in a "sorry theres nothing we can do". The customer is an inconvenience and the loser.

Like the airlines, Booking.com appears to have short memories from the COVID situation of the last few years when the travel industry was on its knees facing ruin and desperate for customers to come back. Their approach is "rules are rules" whilst they seeming sit back laughing at the customer who was stupid enough to use their "services".

Is there no such thing as dealing with a HUMAN BEING any more rather than the unethical and utterly unscrupulous approach of companies feathering their nests by hiding behind corporate "rules and regulations"? Like Swiss Air the other party in this debacle, Booking.com is seemingly a company that cares nothing about the very people without whom they would not have a business - the customer!

we booked via booking.com a hotel in Montenegro and we went there, but the room provided to use was very bad, the hotel management told us that they have pictures of the room at booking.com but it is definitely deluding, the room was like a basement room, very dark and with moist smell. We told them that it is not the same as we saw in the web page, but they didnt accept it, and they don'T want to pay the money back. I believe if booking.com is not able to provide clear information, they shouldnt sell the rooms. Why should I go somewhere and face such bad rooms at my vacation?

I do not have the confirmation number, I have the PIN 1843.

On July 24, 2022, through July 26, 2022, I rented a room at the Millstone Hill Inn at 59 Littlejohn Rd in Barre, Vermont, phone number for the Inn is [protected], for a two-night stay. I paid for the best room they had available, a double room with a queen-sized bed. I called the establishment the week before my arrival and spoke with Frankie and had her charge my credit card early. When I arrived I was let into the Inn by a man named Pierre.

I am disabled and I had two service animals with me. Pierre saw my dog with his vest on and called his wife who told him to tell me that I could not stay because I never got "permission from me to bring your pet here". I told them that I do not have "pets". I told her that they are service animals, and by law she couldn't make me stay in the"dog room" that she told me she was going to put me. I told her that, by law, I do not have to register my service animals with the inn prior to arriving.

At that time she verbally accosted me and told me that she was charging me $40 extra per night and that I would have to pay a $75 cleaning fee daily on top of what I already paid to which I told her that it was illegal for her to refuse me a room because I am disabled and have service animals with me. Her husband, Pierre, screamed at me and threatened me if I didn't leave and when I walked into my room with Pierre right behind me yelling, Pierre grabbed the doorknob and tried to slam the door shut with me standing beside and in front of the door, when he saw my service cat. When he did that he hit me hard on the right side of my face with the door and I was spun around and I landed on the floor. I lost consciousness for a moment and when I woke up I got to my knees and grabbed the doorknob with my right hand and tried to close the door as Pierre stood inside the door frame screaming at me to "get the hell out, NOW!". I yelled back "I am leaving, I am leaving" as I was trying to lock the door out of fear and he was screaming at me the whole time so I was verbally abused by both the husband and the wife, physically assaulted by the husband to the point of losing consciousness, and I had my safety threatened if I did not leave that very moment. I had brought mine and my service animals' property into the room so I had to carry everything back out to the moving truck. Frankie tried to make me pay for parking the moving truck there. I retrieved my service animals and put them into the moving truck. It was night-time by then and I checked in at 3 pm.

I went down to the local library in Barre, Vermont and I used their internet to call the police. At the time I only had Google Voice internet calling on my phone and laptop. A police officer came to see me while I was parked at the Aldrich Library. He looked at my face which was not red but had a bump on it. The redness had gone away in the time that I sat in the library's parking lot while the police in Barre decided who was going to come to talk to me. Whether it was the city police officers or the town officers. I told the police officer what had happened to me when I was checking in and I told him that I am a disabled person with service animals to which he asked for their identification and I gave that to him. He went back up to the owner's house and told them that what they were doing was illegal so they HAD to let me back in because I previously paid for my stay there. He told me that they would not return my money so I had to go back there or sleep in the moving truck. That was around 10 pm at night making me late taking my night-time medicine. I snuck in because I was afraid. There was another customer there at the time that Pierre was screaming at me and physically abusing me. When I was leaving I noticed that the gentleman's car was gone. I believe he heard what was happening and possibly did not want to be involved so he left the property.

I have called Booking.com several times. On one phone call to customer service, a woman told me that she was going to call them and get them to refund my money and she did while I was on hold. When she came back on the line she told me that they said I was not getting any money and that they were going after me for damages. The woman said that she would put in a request for Booking.com to refund my money for the rental and pay me the damages. I have not heard a word from Booking.com since so I have retained an attorney and I am filing suit against the owners of the inn. I am asking you if Booking.com should be involved in that lawsuit. if we can come to a settlement agreement that my attorney will agree too. My civil rights were violated, I was verbally and physically abused by one of your clients.

My disability rights attorney is Claire and she can be reached at [protected].

Should I not receive a refund and damages from Booking.com I am requesting that you have your attorney contact mine so we can begin the process of a lawsuit.

I have saved the text that Frankie sent to me after I asked her to not contact me unless it was an emergency and she refused to leave me in peace.

Carmen M. Pilette

[protected]@gmail.com

carmen. [protected]@my. strayer. edu

New phone:

[protected]

New address:

PO Box 1098

Derby, VT 05829

Old address:

557 US 3

Lincoln, NH 03251

Ref 40-[protected]

Go to gate e track Nr [protected]

I took a flexible ticket for my flights via booking.com on my ryanair flight. In October last year I changed the flight and contacted Booking.com to confirm how I do this. I was advised to move the flights, pay the amendment fee direct with Ryan air and send in a receipt to show the fee's. This would then be refunded. 56 emails and 24 calls later I still have not received my refund and I am simply getting no where. I am told constantly someone will contact me but they never do. I have received 3 emails confirmed separately the receipts were received but again nothing. It is simply the worst service I have ever had. I expect my refund of £200 plus compensation. Really awful service.

Booked for family this August for four nights (x3 of us-autistic son) - Elvyhouse/Catania, It was on Booking as 'entire holiday home' with now obviously selected photos. On arrival + once through gate it became apparent that the property is divided in two with one larger appt (no.1) + ours round the back (no.2).

This is a very small appt with only a bed/room with double/single beds very close together, kitchen in a dingy outside block (next to fencing works going on next door) so NOT an Entire holiday home!

We took pics / vids of this as with the child it was not going to work due to stress. So we left the following morning after again booking another place with Booking. The property then Cancelled our stay Alledging a No Show and took Full Payment - no partial refund no explanation and No help from Booking Com even though they asked for screenshots of invoices etc that they obviously alraedy had. The customer care person asked for evidence of stay so we again resend the pdf screenshots/pics/vids...

So far they just say 'the property will not refund you' no explanation for cancellation or misrepresentation of said Elvyhouse Entire holiday home!

Please help us and any others who mistakenly book this place - its in a terrible place as well for any decent family, we talked to the couple in appt! who were also checking out and going elsewhere!

Thanks.

Customer reference: 40-[protected]

Dear Sir/Madam,

Please find attached a receipt from Ryan Air for 100 Euros (that I have sent to customer.[protected]@support.etraveli.com). This relates to the charge I had to pay at Barcelona Airport for two cabin bags (40 Euros) and two check-in fees (60 Euros) despite the fact that I had already paid for luggage and the check-in through Booking.com. This does not include the exchange rate charge from my bank which will be yet another cost to me for something I had already paid through Booking.com.

When I was attempting to check in via my phone whilst on my holiday in Barcelona I was unable to do so as Booking.com did not send me a link and when I tries to check in via Ryan Air’s app they asked me to pay again for cabin baggage. I rang Booking.com three times whilst in Spain on Mon 29th, then twice on Thursday 1st Sept and spoke to your representatives to ask why Ryan Air were unaware of my check in details. I was given different information at all three times and was told that due to a computer error my check in details had not been forwarded to Ryan Air and that it would be actioned ‘urgently’.

This never happened. I rang again later on Thursday 1st sept and was told that I should check in in person at the Airport for my flight from Barcelona to Bristol on 2nd Sept (BHD57B) and pay again for my luggage and forward the receipt to Booking.com for a refund. I was not told that I would also be subject to a check-in fee and I was promised that I would receive and email with the address to send on my receipt. I have not received any such email and had to ring your support line again today to get this email address.

I feel very let down by your service and this caused some degree of stress whilst I was on my holiday and of course a long wait in a queue to check in once I reached the Airport which I had specifically sought to avoid due to some mobility issues.

Please can you advise me asap how the money will be refunded to me.

As an extra point, I was very disappointed to find it so difficult to find the information I needed to contact customer services on your website and also that there is no link for making a complaint. The staff at your call centre at times sounded fed-up and dismissive and I feel I have been given incomplete advice by them.

Please respond at your earliest convenience.

Susan Clarke

[protected] susan.[protected]@torbay.gov.uk

i booked a guest house 2153.588.545 Pin code 2120 the advertised cost was £264 .I was asked to pay now or pay direct to the guest house when i left .i chose pay direct ,next thing the cost of the room went up to £282.50. WHY?

I left it because i thought i would sort it out with the guest house when i left. On leaving i was told the room had been paid for on my credit card.

Therefore you took the payment on the booking so shouldn,t have charged me the extra £18 .Please return my money

Many Thanks

Mrs D Till

On August 12, 2022 between our organizations UAB "Do.Bru.Ci" and Booking.com B.V. signed an agreement with the property.

According to this agreement, on the website booking.com, our organization posted information about the accommodation of guests in our hostel "Pacific hostel" at the address: Vilnius, st. Shermukshniu, 3, and should to pay to Booking.com B.V. commission of 15% for each accommodation of tourists.

In addition, we have chosen a function directly in the Extranet system for hoteliers that allows guests to pay online through the Booking.com B.V. booking system. (the commission for acquiring is 1.4% of the payment amount), as well as the method of transferring funds for completed bookings - by transferring via bank details to the account of the director of UAB "Do.Bru.Ci" Emiliia Pinchuk weekly on Thursdays.

However, in violation of the obligations assumed under the agreement with the accommodation facility dated August 12, 2022, on August 25, 2022 Booking.com B.V. did not pay the money received for the completed stay of the guests of our hostel, although the accommodation services were provided to the guests in full.

Thus, as of today (September 01, 2022), according to the accommodations of tourists actually completed and carried out by us at Booking.com B.V. there is a debt to our organization in the amount of 1204 euros 05 cents.

Considering the fact that on our part all the obligations undertaken to accommodate tourists have been fully and properly fulfilled, and your side does not fulfill its obligations, does not pay for services for already completed bookings, does not fulfill the obligation to pay for our services weekly over the past week, we believe that Booking.com B.V. grossly violates the terms of the agreement with the accommodation facility, concluded between our parties on August 12, 2022.

In accordance with the Dutch Civil Code and the Lithuanian Civil Code, unilateral refusal to fulfill obligations is not allowed.

Based on the above, we require you to fully repay the existing debt in the amount of 1204 euros 05 cents by September 5, 2022.

In case of refusal to voluntarily fulfill the obligation to the agreement concluded between our parties, we will be forced to apply to the competent court in Amsterdam, Nederlands, in order to recover the existing debt from you and all the legal costs associated with filing and considering the claim.

Complaint Booking No: 3489293948Address of Booking: Sillwood Terrace, BN1 2LBChecking In: 16 August 2022

So you are in no doubt about what happened this is the following reasons for my complaint: 

The main door to flats did not close or lock and people from the street were walking into the flats and leaving beer cans etc in the hallway. Causing a security problem.

The glass to the main door to the flats was smashed causing a security problem. I felt that the main door had been broken in and felt unsafe.

There was leaking sewage by the front door, lots of sewage continuously leaking causing a severe smell throughout the flats, threat to my health due to health & safety and there were rats running around it.

Outside the main door were many large commercial bins stacked up high not covered all around the building causing stench and rubbish outside the entrance it was fowl and smelt fowl.

We had a disabled person with me who was unable to walk up three flights of stairs to the room, this was not expressed in your details and when we contacted the homemaker we were told it was ground floor it was not.

We contacted your complaints team about not being able to get the disabled person up the flights of steps and were told we should get people from outside (strangers) to help carry them up? This is actually a disgrace and so undignified and disrespectful of their Customer Care Manager to even suggest this, where do you train these people with disabilities? 

The inside of the property was dirty and had not been cleaned. We could not risk the transition of Covid to the disabled person who would be staying in the property, even if we had been able to carry them up the stairs which we could not.

The Customer Care Team were contacted 10 minutes after viewing the property, after we had tried to contact the homemaker over 20 times with no answer and no reply. We explained we could not get up the stairs, we explained the start of the property and it was not fit for purpose and asked that they send us to another accommodation, we were told this would not happen and we would have to wait for a refund after 10 days. I explained we had driven miles to be here and that the disabled person was now exhausted and in severe pain, they said there is nothing we can do and left us to sleep in a car with a disabled person until we could find another place to stay.Booking.com Customer Care Team stated they had tried to call the homemaker numerous times and could not get through either. I am mostly so upset and angry that you left a vulnerable disabled person in the situation you did, this person was left in a situation caused by a poor booking which you have clearly not checked and it caused and extreme effect on that person causing severe pain, nowhere to rest etc and stuck in a car till we found another place.

We had to find a further place and pay for that solution another £500.00 down to subsidise the situation you left us in.

I can't explain in respectful words how let down we were, the detriment you placed us in and the disgust in leaving someone who was disabled and vulnerable in is just disgraceful. I would like the refund of this trip and the expenses we incurred due to your detriment.

Dear Sir, ref customer reference number "40-[protected]" and Pin "2810" I had booked gulf air flight via ticket number "[protected]" and PNR "GHJNRA". Unfortunately in Hong Kong I got close contact with COVID19 +ve case. Therefore Hong Kong Govt had put me in quarantine till 12 Sep2022. I will be not able to travel this flight. therefore I want to cancel my booking and refund. Please tell me in this regards what can be done.

Chaudhry Furqan Ahmad

[protected]@yahoo.com

Booking number [protected]

Accommodation was booked on 25th August for 2 nights under the name of Lorna Mallows at Radpole Large house close to see with HOT TUB.

You accepted my reservation and took payment and sent confirmation.

This property was fully booked on arrival I attempted to contact owner for some time.

I have been in correspondence with the owner who said it was fully booked and that I was the 9th person to whom this has happened to.

I am absolutely disgusted that this could happen. My friend and I spent the night in a neighbouring property on a blow up mattress in an attick room of a very kind neighbour.

I would very quickly like my payment refunded and I am hoping that some compensation might be in the offering .

Regards Lorna Mallows

I have started cancellation 48hours prior to pick-up date/time (1st Sep 10am) as per policy but unfortunately the internet server was slow at the time and it delayed by a couple of minutes past 10am.

This resulted in a cancellation fee of EUR201.33, which is ridiculous.

Booking.Com

I booked a holiday a holiday with Booking.com over 2 months ago. I received no confirmation email from containing a reference number or pin number.

I emailed them with the relevant details ie name of hotel, address and dates asking for the confirmation number and pin. I have also rang a number of times with no results.

I never got a reply so assumed that the booking had not got through, and booked another hotel.

Today they have taken £160 from my bank which i think was unauthorized due to not having the relevant details for the booking.

We arrived at Grassmere Hotel to find the room cramped and dark with unacceptable decor. Narrow stairways and linen covered landings left us feeling it was a fire hazard. We couldn't possibly have stayed but the Hotel would only refund one of the 2 nights we had paid for. They said this was booking.com policy. Booking.com say it is the hotels policy. Despite several attempts at contacting the Hotel they have not responded at all. Booking.com have not been very much help at all. We have contacted them on numerous occasions and each time you get a different person with a different story. One told us that if the Hotel did not respond in a week booking.com would refund our money in full but they now deny this. They are totally unhelpful and just keep trying to put you off. They asked for proof that we had booked a different hotel which we provided but they did nothing with it. No idea why they asked for it? They have offered 25 then 40 Euros which is totally unacceptable given we are owed £148.41 on booking confirmation number 3367.619.649 pin code 5548.

My girlfriends and I were so very excited about our stay in Positano and about all the things Villa Dei in Positano had to offer. The description said it is 11 minutes from the beach, but that's after walking up and down the 250 steps which takes you an additional 15-20 minutes depending on your fitness level. Upon arrival, we noticed that the garbage from the previous guest had not been removed; cigarette butts from previous guests were still in the ashtray; garbage such as an empty toilet paper roll among other things by the entrance of property but I think what did it for us the dog feces by the pool. It was as if the property management forgot that we were coming or clearly did not care as they were already in receipt of their payment. We, of course, took pictures of everything including the bugs living inside the house. Realizing that we could not stay at the property, I spoke with the manager of Villa Dei, Raffaella and told her that we would be leaving the next day and said we would pay for the night and wanted a refund for the other three nights. She was adamant that we would not be reimbursed even when I mentioned that I had recently be diagnosed with a herniated disc and could not do the vertical stairs daily. We left the following after and found a cleaner hotel and not 35 minutes to the beach. We paid $3,999 and then another $2,100 at the other venue. Booking.com has us as no-shows/cancellation and won't even allow us to leave a review.

Booking Confirmation #[protected]

We booked 9b Alice Street Southwark, London. In 28/5/22 Out 7/6/22

Paid in Advance

We booked it from the night before and got the hosts acceptance that we can check in early the next day.

On arrival there was no one there to give us access. When I rang the hosts the first person who answered suggested that the previous tenants had not checked out yet so we could not check in. When I advised that we booked the place for the night before so there should not be any tenants still in the accommodation, the operator then told me that they will call me back. I then got a phone call from "George" who told me that I should go find myself a coffee shop while he works out what is going on. "George" then rang me to tell me that the property is not available as there was a flood in the kitchen. Workers were supposedly "there" at that exact time (8:00am on a Sunday). I knew this was not the case because I was outside the property and there were no work vans there. They could not give us a time or even a day that the accommodation we booked would be available/repaired. Clearly we needed to find accommodation so we canceled that accommodation.

When we approached Bookings.com via AMEX they told AMEX that we were merely trying to get out of a cancellation fee.

The property was not available for the dates it was booked. We did not cancel the booking by choice. It was not fit for purpose.

I Manoj.R have booked a room with confirmation number 2826.946.420. Unfortunately I have booked room with non-refundable amount. When I raise a request Booking.com says the cancellation the hotel can determine the cancellation charges. However when I have contacted the hotel they say depends on booking.com. Could you pls help me to cancel with my money back.

I have received a call from the management of Chevron Renaissance

Booking # [protected] on the 1-4 of October 2022.

They have cancelled my confirmed booking stating that Bookings.com has double booked that apartment?

I am following up on my nieces recent booking with you for LaCasa De Dalia in Corfu. I am extremely unhappy with how her concerns have been handled, and as a valuable booking.com customer (with many friends and familly who are customer also) I would like to register an official complaint

1) property description on your websit was incorrect and mis-leading

- remote location and not near any shops or resturants

- apartment was not secure with back door hanging off and front not no secure

2) Concerns were raised by my niece and I do not believe they were taken seriously (pictures shared)

3) You mentioned on more than one occasions to contact the hotel directly, as you are the booking agent you need to take accountability for this engagement

4) You do not seem to take any ownership for validating the accomadation on your site matches the description you publish

I would like a copy of your official complaints procedure and commence registeration of my complaint.