Booking.com Ignores Concerns About Traveling to Israel

For our Israel Tel Aviv trip from November 14 to 17, 2023, we booked accommodation through Booking.com without a free cancellation option. Two days after our booking, the Israel-Palestine conflict erupted, and all our Booking.com conversations were redirected to the property owner. The operator persistently suggested measures such as rescheduling, vouchers, etc., instead of offering a cancellation in light of the crisis.

When we contacted Booking.com, they stated that they could arrange something for November, and we should contact them again later. During this process, our flight with Pegasus Airlines was canceled (without a refund), and Booking.com again forwarded our message to the property owner, who recommended coming to Israel with other airlines.

We regret booking through Booking.com as we are not receiving a clear response. Booking.com merely forwards our messages to the property owner and is otherwise unhelpful. We don't know how long we have to wait for the cancellation. The service we expect from such a company in a critical situation should not be so deficient...

Clearly, Booking.com works efficiently when everything goes smoothly, but in crisis situations, they do not stand by their customers. We will take legal action as we have not received any payment.""

I appreciate your understanding.