The service of Booking.com has become absolutely horrific.
Initial problem was that a Hotel was not able to deliver the service they had advertised. The offered compensation (10%) was not adequate and I wanted to open a dispute with #Booking.
I found no was to do this through the app frontend. In every menu I was advised to call the AI agent. That is when the horror show started.
The system seems to be stitched together in a real Frankenstein style. The voice speaking to me kept changing nearly every sentence, even switching between male and female. I was told 4 times in 3 minutes that my call may be monitored for qualitative reasons and in order to train their AI. In 3 cases I was asked to confirm that by pressing "1". It felt more like a prank than a service.
You have to enter your order id# and a pin from your order confirmation. But the systems will not proceed unless you press "#" at the end of each entry (which you are not told).
After jumping through all the loops I was told to wait 20 minutes until an AI agent could speak to me. So they are intentionally wasting my time, hoping for me to quit. Which I did. But that will also imply that I will stop booking with them.
Booking had once provided a great service. They were acting as intermediary for nearly all the hotels in the world and providing a unified frontend and customer service. But this seems to have become an afterthought in their business model.