Zanthe M.

I've used booking.com religiously for 5 years and have spent over £10,000 travelling to Thailand, the USA and Mexico. They are now losing my custom because they refuse to refund £117.

In August, 2 days before my booking at a property in Liverpool should have started I called the property to check they were still expecting us (as we had agreed to move the booking from March re covid using the booking.com message service) but they said they had gone bankrupt and didn't own the property anymore, and would send us a refund. I asked for them to send me that in writing but never did. I've tried to contact the property many times but they keep ignoring me.

I called booking.com in September and was told that, whatever happens, I would receive my refund by the end of October. At the end of October I received and email saying that because I never arrived at the property I can't get a refund.

I therefore called booking.com and explained I didn't attend the property because they went bankrupt and I was told I would receive a refund no matter what. The manager I spoke to stated they would check the phone records from my conversation in September and if they had promised me the money, they would honour that promise.

Today, at the end of November, I called stating the manager never got back to me. I was then told, they can not confirm they ever made any of these promises, as they cannot access their own phone records, because they are for TRAINING PURPOSES ONLY? I stated this is completely unacceptable and I have been told different things every time I called, and was just repeatedly told there was nothing they could do.

The reason I was used booking.com is because they are a third party who ensure the safety of your money in these very circumstances, and they've completely side stepped this responsibility on top of the simplistic promise to get back to me.