Tom Mason gets locked out of his vacation rental in Italy. Why is Booking.com ignoring his requests for help?
Question
I recently used Booking.com to reserve an apartment in Menaggio, Italy, for two nights. I decided to use Booking.com because of its reputation and the property’s positive reviews.
Before I left, I noticed the ratings for this place had tanked, and I nervously reached out to Booking.com, letting them know my concern and to make sure they would stand behind the booking. They said they would.
My concern was that many people were arriving and not able to get into the place and being forced to book elsewhere — basically, a fraud. A Booking.com representative assured me they had been in contact with the host and that everything would be fine.
As expected, I arrived and could not get access to the place though I tried for a number of hours using all phone numbers. I immediately contacted Booking.com but did not receive a response until days later.
I had to find another place in the middle of peak season, which was no easy feat. But the listing stayed online, even as the negative reviews piled up.
Booking.com ultimately responded that if I had contacted them during the stay they would have been able to help me. But I was proactive and reached out before my stay and at the beginning of my stay, and was met with silence.
I want all of my money back, and I want Booking.com to cover my extra costs. Can you help? — Tom Mason, Long Grove, Ill.
Answer
Booking.com should have found you a new apartment while it investigated the property. Instead, it appears a representative gave you assurances that you would be able to access the rental, despite strong evidence to the contrary.
Your question exposes a practice that I’ve long suspected but have never been able to prove: that call center representatives rarely read their own website. (If they had, they would have at least looked into your concerns.)
You had a pretty good sense that you were getting the blow-off from Booking.com. I looked at your chat thread, and noticed that you were getting canned responses from the “Booking Assistant,” which was most likely either AI or an AI-assisted representative.
How to get help from Booking.com
Your frustrating experience with Booking.com is not an isolated incident. Many customers have found that the customer service they encounter is less responsive — and sometimes downright unhelpful. But there are ways to maximize your chances of getting a timely and effective resolution.
Don’t wait
Contacting Booking.com before your trip is a smart move. Whenever possible, try to address concerns about your booking before your arrival. This includes asking about access issues, property conditions, or even asking for a confirmation that your accommodation is ready. If something seems off (like in your case, where the reviews were declining) don’t hesitate to raise your concerns right away. It gives Booking.com more time to respond.
Escalate your case quickly
When you’re not getting the help you need from front-line customer service reps, take it to the next level. Often, the first person you speak with isn’t empowered to make any decisions and just using canned responses that don’t address your issue. If you don’t get a satisfactory response within 24 hours, try to reach out to a manager or supervisor. You can find direct contact information for customer service managers through consumer advocacy websites like this one.
Keep a meticulous paper trail
You kept a record of his communications, which turned out to be key to resolving his issue. Always make sure you save chat transcripts, emails, and screenshots of any problems you experience. You’ll have proof of your efforts to resolve the situation.
Beware of the AI
Unfortunately, many online travel agencies rely heavily on algorithms, AI assistants, and third parties. In your case, a poorly managed listing and a lack of immediate human support contributed to the issue. While these platforms can provide convenience, they don’t always have the infrastructure in place to react swiftly when something goes wrong. Read the reviews carefully and get a backup plan in case you encounter a problem.
Know your rights
Consumer protection laws vary by country, but many online travel agencies are required to provide a refund or assist with alternative arrangements if a booking falls through. In some cases, you may have the right to compensation for additional expenses incurred because of booking issues. Check the platform’s policies and, if necessary, seek legal advice to ensure you’re entitled to fair treatment.
What about your Booking.com problem in Italy?
You might have escalated your concern to a higher level. I publish the names, numbers and email addresses of the Booking.com customer service managers on this site. A brief, polite email to one of them might have fixed this.
Unfortunately, my advocacy team and I have been seeing too many of these kinds of cases recently. It feels like online agencies are no longer staffed by humans, but by AIs that can’t understand even the most basic customer service problem. I hope I’m wrong about that.
After you reached out to my advocacy team, I contacted the company on your behalf. A Booking.com representative apologized for your experience and said it usually investigates any potentially suspicious listings “swiftly.”
“In this instance, we recognize that we did not support as quickly as we normally would and have been in touch to apologize to the customer directly,” the representative added. “We can confirm the property has been suspended from our platform while a proper investigation is carried out.”
In addition to refunding the total amount of the original booking, Booking.com also covered the difference in cost for the alternate accommodation.
