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Robyn B. (CS Global)
Jul 13, 2026, 16::35 GMT+2
Your reference: 13940381
Our reference:5876474335
DearTiago Almeida,
I hope this email finds you well.
Thank you for taking the time to share your feedback with us. We have carefully read everything you described about your contact with our Customer Service on 13 November, and we want to acknowledge, first and foremost, how genuinely sorry we are that reaching a resolution required so much of your time and energy.
We fully understand how distressing it is to spend close to four hours and five separate calls trying to resolve what should have been a straightforward matter, and to feel, during that time, that your concerns were not being heard or treated with the care you deserved.
The frustration of being placed on extended holds, of calls ending without a clear explanation, of being told a supervisor would be available when that transfer did not happen as you expected, and of feeling spoken over rather than listened to, is exactly the opposite of the experience we want any guest to have when they contact us.
We can only imagine how disheartening that sequence of events must have felt in the moment, and we do not take your description of it lightly.
Please be assured that we have noted your feedback in full. The specific points you raised, the handling of hold times, the manner in which the call was conducted, the communication around the supervisor transfer, and the overall length of time it took to reach a resolution, are precisely the kind of detail that helps us review how our Customer Service teams support guests and where we can do better.
Feedback of this nature is taken seriously internally and is used to inform coaching, quality reviews, and ongoing improvements to how We assist our guests.
We are, at the very least, glad to confirm that the underlying matter, the crediting of your 13 November reservation towards the Genius programme, was resolved during your final call, and that your Genius status reflects this correctly.
If You notice anything further in relation to that reservation or your Genius benefits that does not appear as it should, please do let us know and We will look into it straight away.
Once again, we are sincerely sorry for the experience you had in reaching that resolution. We are grateful that you took the time to bring this to our attention, as it is only through feedback like yours that We can continue to improve the service we provide.
Kind regards,
Robyn B.
CS Legal Support Advisor
Booking.comB.V.
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