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My First Experience with Booking-com
Very quickly I came across TanzanIce Farm Lodge, a lodge in Karatu that I had seen advertised many times on the internet for about a month or so prior.
It had VERY good user ratings, but I couldn’t find much else about the lodge online.
Their website didn’t look particularly professional. When I tried to call the numbers listed on it, no one answered the phone.
Hmmm…It wasn’t looking good.
Except…I didn’t have a lot of time left before my trip, AND…I kept seeing a message on the listing that said “Reservation possible without a credit card”.
For many of you reading this, Booking.com is hardly newsworthy.
After all, it is one of the largest travel e-commerce companies in the world.
In my parts of Africa, though, where so much of our world is not mapped online and many online services require tools that many of us don’t have, such as credit cards, using an online booking engine to book accommodation in a dusty little upcountry town, is not an obvious choice.
My plan was simply to find options online, call the properties on the phone for more information and, perhaps only then, make a reservation.
After all, being Tanzanian, I suspected I could get cheaper local rates over the phone, rates that would probably not be publicized online.
Booking.com is a prominent online travel agency headquartered in Amsterdam, Netherlands.
Established in 1996, it has grown to become one of the world’s largest platforms for booking accommodations, offering over 28 million listings across more than 220 countries and territories.
The platform provides a wide range of options, including hotels, apartments, homes, and unique places to stay, and supports 43 languages.
How Booking.com Works
When you make a reservation through Booking.com, you enter into a contract directly with the accommodation provider, not with Booking.com itself.
The platform serves as an intermediary, facilitating the booking process and providing customer support.
However, it’s important to note that Booking.com is not always directly involved in resolving issues between guests and property owners .
Customer Support & Contact Options
Booking.com offers 24/7 customer support through its Help Center. You can access assistance by visiting booking.com/help.
Additionally, the platform provides a live chat feature for real-time support.
For property owners, support can be accessed via the Extranet inbox or by phone, with contact details available on the Partner Hub.
Customer Experiences & Criticisms
While many travelers find Booking.com convenient, some have reported challenges:
- Customer Service Delays: Numerous users have expressed dissatisfaction with Booking.com’s customer service, citing unhelpful representatives and difficulties in resolving issues.
- Booking Issues: There have been instances where guests arrived at properties only to find no one available to check them in, leading to frustration and additional costs.
- Refund Challenges: Some travelers have reported difficulties in obtaining refunds, even after cancellations were confirmed by the property, with Booking.com directing them back to the accommodation provider.
Booking.com for Business
Booking.com also caters to business travelers through its “Booking.com for Business” service, offering features tailored to corporate needs. This includes tools for managing travel arrangements and expenses efficiently. For more information, you can visit the Booking.com for Business page.
Summary
Booking.com is a widely used platform for booking accommodations, offering a vast selection of properties worldwide. While it provides 24/7 customer support and a user-friendly interface, some users have reported issues with customer service responsiveness and refund processes. It’s advisable to review property policies carefully and maintain clear communication with both Booking.com and accommodation providers to ensure a smooth experience.
Photo Credits: MB-one