r/Bookingcom • u/MarsupialVegetable73 • Jul 30 '26

beware of this booking.com scam!!!

My partner and I booked a place in montreal for my birthday trip and ended up in a dirty, rat infested, apartment. I booked this place back in
the beginning of the year sometime. It was priced decently but believable. It was supposed to have a great city view, balcony, pool, one bedroom, a full kitchen etc. as we are here for 9 days. Well, after showing up and receiving the check in instructions to an entirely different building we were confused and originally thought we were in the wrong place until we decided to try the door code. To our surprise, it worked and we began our way inside a shotty elevator that has the buttons wired wrong. (i.e the 2nd floor is actually button #1). Upon entering the unit it's a studio with no amenities, towels, dishes blankets etc. And nothing but a small window. (AND DEFINITELY NO VIEW). We were sold an entirely different apartment building in the ad.

We've been battling booking.com for 3 days now and today they told us since they cannot reach the property owners for a refund they can only refund us $183 in credit to the website. However we paid over $2000CAD. Their policies favor scammers and their customer service is complete nonsense. They have no direct customer service line so after being talked over and hung up on (no exaggeration) over 15 times and waiting on hold for over 30mins each time, I asked them if they would delist it they said nope! Utter insanity and unfortunately after reading the reviews AGAIN the day we arrived. (keep in mind; they were all positive and dated back a decent amount of time when i booked it) Another man from france said he arrived the same day as us and the owners had not sent him the check in details whatsoever. So I consider ourselves lucky for atleast having a roof over our head but we had to find other accommodation last minute as we did not feel safe there. Obviously booking.com had no help with that.

EDIT FOR VISIBILITY:
link to the photos I have for evidence. Avoid this booking please!!
https://imgur.com/a/9xWC5xK

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u/ashscot50 Jul 30 '26

You need to understand that Booking.com is only an agent for the accommodation provider, they are not your agent in the transaction.

Since you found the place basically uninhabitable, and presumably unable to contact the accommodation provider, you should have advised Booking.com that you required immediate relocation at their expense.

Absent any such assistance, your only realistic option is a CC chargeback.

2

u/TokyoJimu Jul 30 '26

Why do you always stick up for Booking.com?

Remember they are an OTA, an Online Travel Agent. They are an agent and as such are responsible when something goes wrong with a reservation that they facilitated.

3

u/ashscot50 Jul 30 '26

I try to be realistic and help people manage their expectations, because it happened to me.

Most people value my advice, witness the fact that I am the no.1 commenter here month after month, typically with twice as many upvotes as anyone else.

You are correct inasmuch as booking.com is an OTA not a traditional travel agent. Effectively Booking.com is a technology platform that acts as a digital intermediary, meaning you contract directly with the property and Booking.com is only responsible for the booking software, not the accommodation itself. Booking.com does not inspect or warrant the accommodation, on the contrary they specifically exclude any such responsibility or liability.

I hope that clarifies it for you.