Tell us about your experience with Booking.com
I joined Booking.com as a host in January 2018. I had 2 bookings with guests, that stayed and when the invoice came in February, they charged me for 3 bookings. I'm still very new to their system and didn't understand why they charged me for a guest that did stay at my place. I went through the channels on their website to ask about it and no one bothered to really get back to me. they just send me an email explaining that if I did mark that someone was a no-show, I'm still liable for the charge. I placed the query 3 times. then I also placed the same query twice with the debt control department and no one bothered to get back to me. I finally phoned the customer care line and spoke to a guy that was really trying to be very helpful and said what I must do. I then said that I already followed that procedure, but no one is trying to resolve it for me. he then mentioned, that because I'm still very new to them, that they should offer a refund as it was a misunderstanding. still, no one has gotten back to me. very fast to now suspend my account, but do not make any effort to contact me and resolve the query.
What about your experience did you like/dislike the most?
They were very fast to pick up a phone and phone me when I signed up, to explain things and sort certain things out for me, but when I have any further queries, no one is interested to help me. it is extremely frustrating.
Do you have any suggestions on how they can improve?
When someone is not paying the invoice, pick up the phone and resolve the issue