Swiss Couple's Nightmare: No Apartment, No Reception, CAD 1000 Extra
Hans Peter and Nora Putzi from Chur, Switzerland, have had a distressing experience with Booking.com. The couple, who booked a CAD 507 apartment in Quebec for three nights, found no accommodation at the given address upon arrival. Instead, they discovered a residential building with private apartments for rent.
The listing on Booking.com promised a 24-hour reception, but the Putzis found no sign or bell at the door. Upon inquiry, a man informed them he had never heard of the apartment, and the provider was unreachable by phone or Booking chat. The couple spent hours searching for a solution and eventually ended up in another nearby hotel, costing an additional nearly CAD 1000.
Booking.com has apologized for the incident and offered a refund, as well as covering the additional costs of the replacement accommodation. The platform has also initiated an investigation into the fraudulent apartment offer and has removed the listing from their platform. However, Hans Peter Putzi is still upset about the incident and has lost trust in Booking.com. The Swiss Consumer Protection Foundation receives at least one complaint about problems with Booking or similar portals every week, especially during the holiday season.
The Putzis' experience is not an isolated incident. Similar problems have been reported in the past involving other travelers and booking platforms. Travelers often find themselves powerless in case of a conflict with accommodations or intermediary platforms, especially with apartments abroad. Booking.com's apology and compensation do not fully restore the Putzis' trust, highlighting the need for better consumer protection in the online travel industry.
