A customer experience about Booking.com

Status: Approved

#FinancialLoss #CustomerService #Communication  Annoyed Frustrated Disappointed 

Kindly shared by A. Bamber

What happened

I booked a hotel in Rome for a short break in April 2020. Due to COVID, I was unable to travel. The hotel agreed to a date change. I now cannot contact them to arrange this, despite messaging them on all social media platforms and ringing their number many times. I have asked Booking.com to look into this and they simply state they cannot contact them either!

What I wish had happened

All I wanted was to change the dates of the booking. I have now had to rebook through a different company, so would now like a refund.

Where this happened

On a mobile app - Booking.com

Booking.com Customers

Most talked about by Booking.com customers

High
Low

How this makes Booking.com customers feel

High
Low
30% Financial Loss
Feelings:

Annoyed

Furious

Miffed

Offended

Disgusted

Frustrated

Disappointed

10% Discrimination
Feelings:

Furious

Disgusted

Offended

10% Returns
Feelings:

Disgusted

Offended

Furious

10% Embarrassment
Feelings:

Disgusted

Annoyed

Furious

10% Inconvenienced
Feelings:

Disgusted

Annoyed

Furious

10% Delay
Feelings:

Disgusted

Annoyed

Furious

10% Customer Service
Feelings:

Disappointed

Frustrated

Annoyed

10% Communication
Feelings:

Disappointed

Frustrated

Annoyed

Travel Customers

Most talked about by Travel customers

High
Low

How this makes Travel customers feel

High
Low
27% Financial Loss
Feelings:

Furious

Frustrated

Annoyed

Disappointed

Disgusted

Let down

Anxious

Unsatisfied

Miffed

Unhappy

Offended

Sad

Scared

Displeased

Surprised

Uneasy

Anti Climax

Confused

Saddened

Disheartened

25% Customer Service
Feelings:

Frustrated

Furious

Annoyed

Let down

Disappointed

Disgusted

Anxious

Unsatisfied

Sad

Unhappy

Scared

Miffed

Offended

Surprised

Saddened

Uneasy

Disheartened

Displeased

Confused

11% Inconvenienced
Feelings:

Furious

Frustrated

Annoyed

Disgusted

Let down

Disappointed

Anxious

Sad

Unhappy

Surprised

Anti Climax

Saddened

Other

Miffed

Disheartened

Uneasy

Unsatisfied

Scared

10% Communication
Feelings:

Frustrated

Furious

Annoyed

Let down

Disappointed

Anxious

Disgusted

Sad

Miffed

Unsatisfied

Displeased

Offended

Surprised

Saddened

Unhappy

Disheartened

7% Delay
Feelings:

Furious

Frustrated

Annoyed

Disgusted

Let down

Anxious

Disappointed

Miffed

Sad

Offended

Disheartened

6% Fraud
Feelings:

Frustrated

Furious

Disappointed

Annoyed

Disgusted

Let down

Surprised

Unhappy

Anxious

Anti Climax

Saddened

Uneasy

Scared

4% Rudeness
Feelings:

Frustrated

Furious

Annoyed

Let down

Disgusted

Disappointed

Anxious

Scared

2% Other
Feelings:

Annoyed

Furious

Frustrated

Disappointed

Let down

Disgusted

2% Returns
Feelings:

Furious

Annoyed

Frustrated

Disgusted

Let down

Disappointed

Unhappy

Offended

Unsatisfied

2% Discrimination
Feelings:

Frustrated

Annoyed

Disgusted

Furious

Unhappy

Unsatisfied

Disappointed

Let down

Offended

1% Embarrassment
Feelings:

Furious

Annoyed

Disgusted

Frustrated

Disappointed

Let down

1% Quality of product
Feelings:

Frustrated

Annoyed

Confused

Unhappy

Unsatisfied

Other

Let down

1% Delivery
Feelings:

Let down

Frustrated

Disappointed

Furious

0% Delivery
Feelings:

Delighted

Happy

Overjoyed

0% Service
Feelings:

Delighted

Happy

Overjoyed

0% Expectations Exceeded
Feelings:

Delighted

Happy

Overjoyed

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