Help needed: Guest stole a luggage full of electronics, didn't return keys and canceled the reservation one day after checkout. Booking.com doing nothing?!
A last minute guest booked my place on 20 Jan for 2 nights. And I found out that she/they took my iPad, smartphone, laptop, headphone, etc together with a suitcase, and went through every drawer, wardrobe, storage box in the apartment to find everything valuable. And she/they didn't return my keys. So she/they still have the access to my apartment.
I called Booking.com when I found out this, and the resolution the customer service staff gave is they can refund the commission to me -- after I sending clear pictures for proving that really happened. Seriously?
In the early morning today, 23 Jan, I received an email from Booking.com saying that that guest has canceled the reservation, so I don't get the cleaning fee. Seriously? How can Booking.com allow a guest to cancel a reservation after checkout?
I just called Booking.com. After verified my details, the staff told me he'll have to hang up the phone and call me back later. Seriously? Doing NOTHING?!
And the problem is, it is Booking.com who let the guest had the chance to do this in the first place. On 20 Jan, I was on my way back to meet the guest after had a phone with her, so I know it was a her. Then I received a call from Booking.com saying that the guest was 'very shy' and requested for a self-checkin. I agreed and put the keys in a lockbox, since I Trusted Booking.com. So I didn't have a chance to see the guest, and didn't have the chance to see her ID or take a cash deposit. And Booking.com clearly doesn't handle safety deposit like other sites do.
I had faced a similar, but less severe situation before, when hosting on Airbnb. Airbnb suggested a resolution on the phone and confirmed the step by step resolution a couple of hours after the call. But with booking.com, I have been waiting, waiting for the call back after a 'I'm gonna hang up' , waiting for replying my email, waiting for a resolution.
I am so disappointed.