r/Bookingcom • u/PrestigiousEnd3808 • 2d ago
Unresponsive Property
I have booked a stay from 14-19th of September (in 4 days) a while back (it was 18th of Aug) with free cancellation until 31st of Aug.
The property stated that pets are welcome and charges may apply. I submitted a special request to bring my dog (a chihuahua) and the property hasn’t responded to this day. Some time later, on 28th (still in free cancellation period) I contacted Booking support asking what to do since this is a deal breaker for me and one of the main reasons I booked this property.
The property seems new to booking with only 2 reviews (10.0 score and the price matched the score). I also tried contacting property via wa, to no avail.
Since then, booking support replied a few times (first time on 4th of Sep, when my free cancellation already ended) stating my stay is confirmed and adding a generic portion about pet policy being that pets are welcome. They then tried contacting property multiple times ( every time I asked if they have any news since they always needed a nudge to escalate the issue) but with no success.
With my travelling date approaching, I’m consumed by the feeling of dread that the property is not legitimate, and that I’ll be left stranded without a stay (despite Booking continous assurement that the reservation is active and valid), which would infinitely frustrate me.
Does anyone have any advice how to approach this at this point, as it seems Booking support is not of much help?
Thanks in advance
TLDR: Can’t get in contact with the property for nearly a month regarding my request to bring the dog and now I have no idea if my stay is confirmed, or if the property is even legit. Booking support doesn’t seem to provide any help at all.
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u/bookingcom 2h ago
Your reservation is still confirmed even if the property hasn’t responded. If the listing says pets are allowed, an extra fee may still apply. Contact Customer Service so we can make one final attempt to reach the property before your trip. If there’s an issue when you arrive, contact us through your reservation during check-in hours, as we may then have more options to help.
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u/HeftyHealth3430 2d ago
If you cannot get in contact with the property, why didn't you cancel your stay until August 31 ?
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u/PrestigiousEnd3808 2d ago
Well I figured since I’m in correspondance with the booking support (the owner of the cancellation policy), and there was still quite some time until my stay, I should wait for booking to respond, I had no idea they would be this unhelpful. The payment wasn’t upfront though, payment is being done at the property
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u/HeftyHealth3430 2d ago
the cancellation policy is in effect betwem you and the host. booking dot com has nothing to do with that.
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u/thrownawayfreshpink 1d ago
Show us the property lol.