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Booking.com review: Formal complaint – fraudulent reservation – financial damage 250 EUR

S
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1:03 pm UTC
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Dear Booking.com Customer Relations / Legal Department,

I am submitting a formal complaint regarding Booking.com’s handling of a fraudulent reservation on my property.

Reservation number: [protected]

On 12.05.2026, I immediately informed Booking.com that the reservation was fraudulent/fake and requested urgent cancellation so my calendar could be reopened for legitimate guests.

Despite reporting the issue immediately, Booking.com failed to remove the reservation for 4 consecutive days. During this period, your support team repeatedly sent automated responses stating that the case was “under investigation” and instructed me to mark the guest as “No Show” instead of resolving the fraudulent reservation.

Because the reservation remained active and my calendar stayed blocked, I lost legitimate booking opportunities and suffered direct financial damages in the amount of 250 EUR.

As a host, I pay Booking.com approximately 15% commission from every reservation, yet Booking.com failed to provide adequate protection against fraudulent bookings and failed to act within a reasonable time after fraud was reported.

I consider this unacceptable and harmful to property partners using your platform.

I hereby request:

Compensation for the financial damages of 250 EUR
Immediate review and escalation of this case to Trust & Safety and Legal Department
A written response from Booking.com regarding responsibility for the damages caused

I have attached screenshots and full communication history as evidence.

If this matter is not resolved appropriately, I will proceed with formal complaints to Dutch consumer authorities and additional legal actions regarding the damages caused by Booking.com’s negligence.

Kind regards,

SARA KRUM
KRUM APARTMENTS

Claimed loss: 250 EUR.

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    Checked and verified by Janet This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    May 21, 2026
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