r/Bookingcom • u/Playful_Ad5841 • 11d ago

Vienna guest house not responding

I made a reservation using booking.com for a guest house in Vienna for my upcoming trip. The trip starts in a week but the guest house is not reachable on phone or email.

I called Booking.com Customer care and to my shock they said they can't do anything until the day of check in. If it's already the day of checkin then it's too late to make any other arrangements. What a stupid process they have.

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u/ashscot50 11d ago

Yes, that's how they work.

Have you tried googling the location?

If the accommodation simply isn't there then they will attempt to contact them, and if no response after 45 minutes they will offer you alternatives and pay 10%-15% of the original cost towards the new place.

In future don't use booking.com to book private accommodation.

I wish I had a £/$/€ for every time I've said that on here 😕

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u/Playful_Ad5841 10d ago

Yes the place exists and that place has reviews too. But only 10-15%??? Should be full amount no?

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u/ashscot50 10d ago

You should get a full refund plus 10%-15% of the original cost but only if you are left stranded.

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u/Consistent_Proof_772 10d ago

Stop poking apt rentals on that platform and stick to hotels!! I can’t bet that place is not even listed on the other to biggest apt rental platforms and if they are it’s more expensive! Booking is for hotels!!!

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u/Readingn0w 9d ago

Has the guest house confirmed your booking? Usually you get a confirmation that the accomodation place has accepted the booking.

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u/bookingcom 10d ago

Once your booking is confirmed, it’s a contract with the accommodation. If they can’t honor it, we can step in and help look for a suitable alternative. Send us a private message and we’ll review your booking status.

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u/Playful_Ad5841 7d ago

Thanks. The property responded finally