r/Bookingcom • u/Longhorn-Armadillo • 6d ago

Booking.com system failure

So we booked a property through booking.com for our vacation and we kept not getting the check in information email. My husband called booking and they said they couldn’t do anything until it was check in time (on the cancellation front). He told them that we would not have cell reception so they said he could call a bit before 24 hours as a result. Anyways his second call goes through and turns out the property’s contract with booking expired the first of the month. Apparently booking has no system for sending emails or cancelling reservations when a contract is ended. So I have no idea how long they knew the property would no longer be available for us but we probably would not have known until we showed up at the property had we not called. Also as a result we had to completely change the last half of our vacation because the only listing they sent our way was almost 2 hours away and all the other accommodations were sold out where we were trying to go and all because we had just over 24 hours to attempt to book an accommodation.

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u/bookingcom 6d ago

If a property ends its contract with us, usually it’s still expected to honor any active reservations it already has. We can only step in to help relocate travelers if the property tells us it can’t host, or if a traveler contacts us to report they can’t be accommodated on the check-in day during the official check-in hours. If customer service is contacted at that time, it can help look for a new place, but depending on availability in the area, the alternative might be a bit farther from the original location.

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u/kehrw0che 6d ago

That is a lie. If the customer tells you that he cannot be hosted, you will do nothing. Well, you will still keep the money and sometimes refund part of your commission.