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…
