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marc s.

  • 1 Review
  • 3 Helpful Votes
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Experience: Travel, Shopping

Member since October 2013

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1 Review by marc

11/4/13
I have 5 chalets on my property and rent 4, targeting dog-owners more as a service & to offset costs than anything. I was recruited by booking.com and although hesitant for various reasons, was persuaded by the salesperson to sign up. I got requests and bookings but experienced issues around check-in days which I reported. They were aware, acknowledged and admitted that the system was not great for chalet owners who need to put constraints on when chalets should be available etc. and said they were working on it. Finally I had a Huge problem when someone who had booked and cancelled showed up. I had to move All the renters to different chalets etc. and booking.com insisted that it was not cancelled even though I had an email 30 minutes after the booking saying that it was. The guest was on premise and had not payed a cent, happened to be abusive on top of it all despite heroic attempts to accommodate them etc. This was reported. Tech support was terrible - a complete disconnect between people within the company. There were other issues and I was unable to get support. I wrote emails and I decided that I would not pay the last commissions bills as I had incurred costs and wasted too much time with terrible support due to their errors and wanted to escalate these issues. The rep then called, spoke to me insultingly and during the busy season when I was relying on this as one of the sources of bookings, cancelled me without adhering to my request of escalation of the issue. I was finally able to speak to her boss and when I told her to review the notes at c. S. ( my emails) and either get back to me if they could cancel the bills or escalate this to a more senior executive, nothing happened. Then out of the blue they just put me in collection. I was never able to escalate the issues (for their own good) and negotiate what I wanted from the beginning - cancel the bills. I get calls and emails every day from a collection agency. I have tried to contact booking.com executive level people through linkedin simply stating that I have some issues with the company to no avail. I suggest to all chalet owners Never to Deal with this Company. If you ever have a problem, you cannot count on them to react properly, do the right thing or compensate you in any way. There is a bad corporate culture here and internal communications issues and you can feel it when issues arise. In this business - even if for someone like me who just rents out a few cabins during busier seasons, that is absolutely unacceptable.
SO I SENT THE ID HE ASKED FOR AND NOTHING HAPPENED.
bookingcomt
Bookingcom T. – Booking.com Rep
Hi Marc, I am sorry to hear about your experience. Please provide me your hotel ID as I would like to fully investigate this matter with our hotels team.
Thanks and regards, Tal
Booking.com Team

marc Has Earned 3 Votes

Marc S.'s review of Booking.com earned 3 Very Helpful votes

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