CB Travel Agencies and Tour Operators Booking.com Damaged items

Booking.com review: Damaged items

Carlenen of Melbourne, AU

Jun 13, 2024 5:48 am EDT

Featured review

I feel the need to share my recent experience with bookings.com.

I had a guest stay 28th April and since then I have made over 30 emails and over 10 calls regarding the fact that the guest broke my sofa and a lamp with visible evidence of photos on the day.

I have submitted the damage payment request on the 30th April and I have had a $150 guest damage deposit before this stay.

The guest had refused to pay any damages and bookings.com continue to send me in circles with no answers. Even after the guest refused to pay (quality guest) bookings.com sent me another message to send a damage payment request to guest: it seems they have no records to refer to as I am consistently being asked to submit damage photos and they keep sending the same generic emails after a month I can only assume their only recourse is if the guest has discernment and discretion to pay for the damages otherwise it seems there is no other recourse.

I was on hold for 1.5 hours on the phone last week after waiting 20 minutes to be put through. And the person hung up after saying I would receive a document to fill in.

My feedback is bookings.com leave it to guest discretion if they want to pay for damages and out of the 3 platforms they have the highest charges.

My experience with Airbnb and guest Damages was much better. With evidence, receipts and the guest refusing to pay out they compensated me and it was a relatively efficient process.

Bookings.com will Likely send me over 4 emails this week telling to submit a damage payment request to the guest and put a damage deposit on the house that was done weeks ago.

It is important to know of other people’s experiences with the different platforms to make informed decisions and the lack of resolution and generic emails I receive.

I haven’t even received the $150 damage deposit to me.

Claimed loss: Replacement of sofa and lamp

Desired outcome: Compensation for sofa and lamp

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