Received emails and calls from my manager at all hours of the day and night. Was once chastised for not responding to an email within an hour when it was sent at 4 AM and I was not expected to be into the office until 8.
Customer Service Specialist (Current Employee) - Orlando, FL - November 22, 2019
Booking.com has been going downhill at a fast pace and managers do not care. You are a number to them. Once you get on their black list, there’s no coming back plus favoritism is ramped.
CSM’s violate code of conduct but then they fire employees for doing less.
Don’t waste your time
pros: you will meet some great people and forge amazing relationships
cons: the company will drive you crazy with micromanagment and stress to meet ever changing and contradictory goals and performance levels.
costumer service (Former Employee) - orlando, fl - November 10, 2019
terrible place and experience
numbers is what they care about
poor management and nothing is aligned
there is a lot of favoritism as well
i had an incident where i had a meeting with a manager and when she sent me the recap of our meeting, she switched everything around and added her boss too lol
Customer Service Executive (Former Employee) - Cambridge - October 30, 2019
Stressful job of robotic nature, very fast pacing. Back stabing colleguess and low job culture in general resembkingvavray race where everyone bwants to show off. The KPI's are high and it often feels like you have someone observing you if you show some time to customer over the phone. A lot of complaints handling for Customer Service Agents - they could do with a complaints department. People call in asking for money as if it was Samaritans centre!
Customer Service Guest Specialist (Former Employee) - Bellevue, WA - October 29, 2019
Booking.com was a great place to work. I received a fair wage plus bonuses and they went out of their way to provide swag and to do things to show that they cared about their employees. The medical benefits were good.
Customer Service Specialist (Current Employee) - Orlando, FL - October 27, 2019
Needs better site alignment with company culture.
There's no advance opportunity if you're over 30 y.o. and needs a more humane side for the internal customers.
It's a company in constant change and requires constant training, which is great, but should compensate accordingly.
In the Customer Service office the company culture was more advanced than the hotels department. I could have chance to work in both departments. The company culture also changes depending on the office location.
Job is very stressful.
You will spend all day answering to people's complaint about their hotel stay.
You will apologize to people all day long and will have to find ways to offer compensation to the guest in order to keep your numbers high and to maintain a good comments from the clients.
You will need to follow guidelines that does not make sense and does not help the guest. Procedures and guidelines are not effective is just to look pretty and (professional).
Employees are blamed for company's mistake.
If you receive a bad review they will punish you threatening that you will lose your job.
Orlando office has several micro managers active right now.
Team leader keep their favorite employees under their umbrella and they will never get in trouble.
Promotion are not offered to everyone in the company.
The culture of the company changed completely and they do not have a clue where they are going.
Only apply there if you need a job experience once you learn find a job someplace else.
Customer Service Guest Specialist (Current Employee) - Orlando, FL - September 30, 2019
Open floor plan, not stuck in a cubicle like other call center, extremely competitive pay for the environment and industry. Amazing management, free fruit, tea, hot chocolate, and coffee, 50 % discounts on healthy foods. The best benefits I have ever found and seen, shift differentials are offered as well.
Customer Service Guest Specialist (Former Employee) - Bellevue, WA - September 28, 2019
This job pays very well and getting hired was incredibly easy. Training was very thorough and your first few months on the floor are pretty laid back. However, once you get fully trained on everything you can help with this job becomes a nightmare. Booking.com is an awful company itself and you have to sit there and spout these idiotic policies to guests all day while they yell at you or even cry.
Having to tell people "Sorry to hear a family member died, but your hotel doesn't allow free cancellations so you're gonna have to pay $300." or "I know you made this reservation months in advance but the hotel decided to cancel so here's some places for a last minute reservation that may be way worse than the original location." all day just sucks the energy out of you. The customers (and hotels) will yell at you and berate you and you can't do anything to make them happy. Getting frustrated or feeling any sort of emotion will get you a "You care too much." from leadership and other agents. If you're good at customer service and actually care about people this job will eat you alive. The only way to survive with this job is to be the type of person that doesn't feel for others.