Booking.com users struggle in the face of phantom bookings and rogue cancellations
Booking.com users are reporting significant issues with 'phantom bookings' and property cancellations that leave travelers stranded. The article details instances where customers were left to cover the costs of alternative accommodation after their original bookings were invalidated.
Why it matters
It exposes systemic customer service failures in the digital travel industry, highlighting the risks of relying on third-party booking platforms.
I t is undoubtedly true that booking DIY holidays has become much, much easier in recent years, thanks in no small part to the online platform booking.com . But while it can easily put accommodation providers in touch with those seeking accommodation, things can go wrong and when they do, it can be hard to have them put right.
We have three different stories from readers that illustrate that point.
Last November, Emer booked an apartment in Liverpool for three days in the middle of July, with the payment taken on November 11 th .
When Emer arrived in Liverpool on July 14 th she was less than happy to be told by the company that managed the property in question that it had been withdrawn from short-term rentals and that booking.com had been told this last February.
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