I booked two hotels through Booking.com where free airport transfer was specifically listed as an included service:
The Lift Boutique Hotel by Ridan Hotels (Reservation No: 3425287143807***) for September 30 – October 2, 2025.
Stay Hotel Lisboa Centro Chiado (Reservation No: 1341051274717020***) for October 5 – October 7, 2025.
One of the main reasons I chose these properties was the advertised free airport transfer service. However, after completing my reservations, I attempted to arrange the transfer. Instead of confirming the service, the system redirected me to a third-party platform that does not function in Turkey, making it impossible to reserve the transfer even though the hotels are abroad.
I contacted Booking.com customer service about this issue, but instead of providing a solution, I was only redirected back to the same nonfunctional system link. As a result, I am unable to benefit from the service that was clearly advertised at the time of booking.
I request that Booking.com ensures the promised free airport transfer is properly provided for both of my reservations, as advertised. This service was a decisive factor in my booking choice, and not delivering it causes unnecessary inconvenience and customer dissatisfaction.
I expect Booking.com to resolve this issue by arranging the transfers directly or providing an equivalent solution without extra cost.
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