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CB Travel Agencies and Tour Operators Booking.com Fraudulent guest support
Booking.com

Booking.com review: Fraudulent guest support

J
Author of the review
6:05 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more
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This review was chosen algorithmically as the most valued customer feedback.

I learned that a guest provided a fake name and, most likely, fake credit card information. I reported this guest and booking.com was unhelpful. They said the only thing they can do is reach out to the guest to update her credit card information. I told Booking that she will not respond because she provided fake information. Booking advised me to change her reservation status to "no-show" which will allow me to see the credit card. I followed Booking's instructions, but was still not able to see the information. Booking then told me, because I am a new host, I would not be able to see the information until my account is at least 30 days old. I checked my account again the next day and saw a message saying the credit card is no longer available to view. I contacted Booking again and, this time, they said the guest probably removed her credit card information. I asked Booking to escalate the case because, not only is the information fraudulent, the guest caused damages to my property. I reported the damages and Booking said because the cost is "small" they are not able to assist. My conversations with Booking have been more than frustrating because each time I call to discuss my issue I get a different support person and I would have to explain my situation again (each call lasting over an hour). The support person would just follow a script that I have already heard from the last person and nothing is resolved in the end. After two weeks of trying to resolve this fraudulent case, Booking did nothing to assist me in the end. My total loss is over $3,000.00. I will no longer give Booking my business.

Desired outcome: I would like Booking to compensate me for my total loss.

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    Mexico
    More phone numbers
  3. Booking.com emails
  4. Booking.com address
    Herengracht 597, Amsterdam, 1017CE, Netherlands
  5. Booking.com social media
  6. Janet
    Checked and verified by Janet This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Nov 13, 2024
Booking.com Category
Booking.com is ranked 1 among 61 companies in the Travel Agencies and Tour Operators category
#01 Booking.com Booking.com #02 Expedia Expedia #03 redBus redBus #04 Hotels Combined Hotels Combined #05 Guest Reservations Guest Reservations

Most discussed complaints

this is a scam!
8
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 Hotel booking was not allowed to stay manager told me there was no booking under my name
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 1799624761523491395
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 Immediate resolution appreciated
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