- Yelled at by Booking com ^Closed

Netra S filed this complaint against Booking.com on Dec 26, 2023

I am going to pin down the experience we had with booking.com here and had to do this after waiting to get in touch with their customer support.

We had booked a property at Niwana Stays, Lonavala [this was their cottage stay]. We called them up at **.** to confirm the payment as well & we were asked to pay at the property. Considering this was a long weekend, you can only imagine the traffic and the number of hours we must have taken to reach Lonavala from Mumbai. The road to Nirwana was bad. After reaching there, we were told that booking.com had not placed us there yet and even though we received the confirmation email, the stay was not confirmed. We immediately called up the customer executive on the app attached to the stay. She told us to figure out our own stay. When we refused and asked for a solution, we were told that this wasn't a part of her job. As for booking, do these guys not take any responsibility for the availability of properties? What is the purpose of the app then? A while after speaking to her, she kept sending us random numbers of small tents and we refused to stay put there- neither were we prepared and nor were we carrying adequate clothing for a tent stay. An hour into this, I was on call with her, when she started screaming at me and told me if I show more impatience, I can figure out my own stay & the call was cut on my face. Post which we called again, and she told us that we as customers were at fault since we didn't plan our vacation well in advance and booked it on your app so last minute. After she said this, I threatened to have the call recorded, which I did. Attached herewith is the recorded call for your perusal.
Below is the number of the person we spoke to- **********
Her name as of truecaller- Tanya Singh

We got one stay close-by from her called Swarg Resort near Pawna. The stay was pleasant until we found a dead rat on our beds, rats coming out of the AC vents. We immediately checked out early this morning when we encountered the last rat.

As a customer, we unfortunately trust these apps and book through them. We are only supposed to reach the place and make the payment. Beyond that, it is theirs and the property's lookout. If it isn't available, again, it needs to be taken up with the property and with you.

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