Scammed on Booking.com. Need some tips.

Markus Antonius

Was in Marrakech last week and needed to make a last minute booking. in my haste I booked this apartment:

https://www.booking.com/hotel/ma/marrakech-prestigia-golf-city-beauty-appartement.en-gb.html?label=from_conf_1&sid=a2ff14336150815b74aa76f304fd2a58&aid=343339&ucfs=1&arphpl=1&checkin=2024-07-06&checkout=2024-07-07&dest_id=-38833&dest_type=city&group_adults=2&req_adults=2&no_rooms=1&group_children=0&req_children=0&hpos=1&hapos=1&sr_order=popularity&srpvid=f0f19649c7d1005b&srepoch=1709587358&all_sr_blocks=1137165901_386319801_2_0_0&highlighted_blocks=1137165901_386319801_2_0_0&matching_block_id=1137165901_386319801_2_0_0&sr_pri_blocks=1137165901_386319801_2_0_0__10625&from=searchresults#hotelTmpl

Only noticed afterwards that it had no address, was a new listing and had only one rating and no reviews. Fantastic.

It did have a marker on the map though to a location called Prestigia Golf Marrakech but we were refused entry and informed by the guards to the complex that it was likely a scam and they don't advertise through booking.com. We also tried contacting the host but there was no response. We contacted booking.com, no response.

Ended up having to find somewhere else...

I raised a dispute through booking.com but they said that they contacted the host and the host informed them that their caretaker met us and we completed the booking. They closed the dispute.

I raised a dispute through Paypal.com got this response:

Case Status:Closed

We've closed the case as the seller has reported that they've delivered the item.You can appeal the outcome of this case on or before 12 March 2024 at 1:17:15 AM PDT.

I raised a dispute through my credit card company and they also closed the dispute but that I could make an appeal if I can prove that I attempted to contact the host before the booking was made.

Here is the information I have:

-a screenshot of the phonecall we made to the host of the profile

-a screenshot of the message I sent through booking.com

-I have images and URL links of the websites that the booking.com host stole for their own profile.

Has anyone been in a similar situation or has anyone any sure-fire ways I could win this dispute? I was sure I would win in the beginning but now it's looking like I've lost €101!! 😣

JVince

Booking.com has more scammers than anyone.

They simply are no longer a trustworthy site to book with.

They earn their commission from the listings and rarely do more than a cursory check as they are only interested in the commission.

The problem is that they cover themselves in their terms and conditions and state that they are simply a booking engine and do not have any control over the accommodation.

Alkers

You can appeal that judgement as per the text you pasted above.

I would try that first.

Do you have Google location history turned on if you have an android phone? That would show that you didn't stay at the provided address and strengthen your complaint. I'm not sure if there is a iPhone equivalent.

In any case, do you not have evidence of the alternative accomodation that you had to purchase? Any photos from that place? Or can they vouch for your attendance. These are all items which would strengthen your credibility to whoever in booking.com is reviewing your case.

alanbk

https://www.boards.ie/discussion/comment/121851313#Comment_121851313

I have to say I use booking.com a lot but will reconsider in light of above. Any good comparable trustworthy booking sites to recommend?

Living Off The Splash

I use Booking.com for all my research......but book direct with the hotel.

I always use Tripadvisor for reviews.

JVince

https://www.boards.ie/discussion/comment/121851722#Comment_121851722

I use Trivago in incognito browser (hate all these booking site remarketing adverts) and then try and choose the most suitable place and the preference is to book direct.

Booking is simply a booking engine. You do not have a contract with them. Your contract is with the place you have booked with. Hotels upload directly to booking and they take a commission. But resellers/room consolidators also use booking, so unless you check every detail you don't know whether you are booking directly with the hotel or with a reseller (eg Hotels.com - they will buy a batch of rooms at a "wholesale price" and then resell)

Markus Antonius

https://www.boards.ie/discussion/comment/121851485#Comment_121851485

Some great suggestions here. I have photos of the place we stayed in the end. Also in Morocco they make you fill out a form (with date and passport #) that they are required to send to the government along with a 2.50euro fee per person. I will reach out to the manager of the hotel and ask them to send a photocopy of the form.

Great, this should make a bullet-proof appeal and I will see what they come back with.

z80CPU

https://www.boards.ie/discussion/comment/121851722#Comment_121851722

Unfortunately Agoda the "competitor" site is owned by booking.com as well.

Ryanair do hotel bookings too on their site.

Markus Antonius

Just an update on this. I put together a really strong appeal (spent about 2 hours working on it). In the appeal I gave an abundance of evidence that the profile is spurious and likely a scam (vague address, netherlands based number with no answer/response, one fake looking review, pictures stolen from different websites, proof that we stayed elsewhere) - Appeal was rejected. They keep citing that the host claims they provided the service. They are essentially taking the side of the lying scammer.

I have appealed again threatening to make a complaint about booking.com and Paypal to the European Consumer Complaint Resolution Authority. I will also make an appeal through my debit card provider and see if that leads anywhere.

I'm shocked at how this is being handled and just glad it's only €101 and not a lot more.

10-10-20

Sorry to hear that. You may add it to the list in Wikipedia:

https://en.wikipedia.org/wiki/Booking.com#Controversies_and_criticism

It's the death knell of booking.com.

JVince

https://www.boards.ie/discussion/comment/121879371#Comment_121879371

people have to understand that booking.com do not care one iota for the consumer.

They make their money from commission from the places that use their booking engine and they will bow down to these people - even the scammers.

For anyone reading this, never ever use booking.com. Simply book direct