The Importance of Customer Care: A Lesson Learned from Booking.com From Tel Aviv

Being an entrepreneur is a journey paved with both rewards and challenges. On the upside, it offers unparalleled autonomy - from the liberty to pursue your passion, choose your work environment, to the freedom that accompanies self-direction. However, it's not without its unique set of trials.

When Profits Prevail Over People

June was meant to be a memorable month for me. A friend and I embarked on a trip to Israel, cherishing the last adventure before my little one arrived. With excitement and anticipation, we booked what seemed like a perfect place on Booking.com, boasting a promising rating of 9.4. Little did I know that this trip would turn into a heart-wrenching experience, challenging my trust in a company that appeared to prioritize profits over people.

Arriving in Israel

As we set foot in our chosen accommodation, guess our hearts sank. Dirty towels, unclean sheets, and creaky windows welcomed us. Nevertheless, we decided to make the best of it; after all, the location was ideal, and I had experienced my fair share of not-so-perfect stays as an avid traveler. Let's stay positive :)

The Terrifying Night

Like most nights during my pregnancy, finding comfort was elusive. The restless trips to the restroom, the constant shifting from one side of the bed to the other, all became a nightly ritual. But on one particular night, the ordinary discomforts gave way to an event far more chilling. While lost in our vulnerable slumber, intruders silently invaded our sanctuary. Disturbingly, they meticulously stole right from under our noses: photographing our credit cards, slyly removing a debit card from the back of my phone positioned just a hand's length away, unplugging an iPhone charger from the same wall, and swiping clothes and AirPods. How could we, both typically light sleepers, remain oblivious to such a violation? Sleeping gas, or what? How can this be? So many questions going through our head:

• How come we didn't hear them?
• What if we woke up, what would have done? As we didn't speak Hebrew, didn't know who to call...
• What if they would be violent? As I couldn't run or attack with my big belly...
• What if the little one would be hurt? ...

My friend and I felt violated and unsafe, but we reached out to the property owners, expecting some type of help and empathy.

A Cold Response

We were met with a chillingly indifferent response. The proprietors of YalaRent offered us nothing more than a meager 5% discount voucher for a future stay. Did they fail to grasp the horror we faced? Were their profits truly more important than our safety? And why on earth would we ever want to return to a place where we were robbed? We felt a stark absence of basic human concern as no questions about:

• Are you safe?
• How did it happen?
• Was anything broking in the apartment?
• Anything we can do?

Nothing... Weird... and disappointing for sure. We just wanted to be be heard and support where we could find a new good place to stay.

Seeking Support from Booking.com

Desperate for assistance, I contacted Booking.com, hoping for understanding and compassion. For a brief moment, it seemed like someone cared. Yet, that flicker of hope was quickly extinguished. A subsequent email informed us that they could not provide any support nor advice. My trust in the company began to shatter. We still decided to book a new place with Booking.com as we wanted to escape from that one apartment.

A Question of Ethics

As I reflect on this painful journey, I can't help but question the moral values of companies like Booking.com . While I understand the importance of profits, shouldn't they prioritise the safety and well-being of their customers or at least give us the feeling we care too? Being a member for prob 10+ years, hardly ever complained, I felt betrayed, realising that profits had triumphed over people – over our safety and for sure peace of mind.

My lessons learned

1. Due Diligence is Essential: While ratings and reviews are helpful, they can sometimes be misleading.
2. Preparedness in Foreign Lands: Always familiarize yourself with local emergency numbers and basic phrases that can help in stressful situations, especially in a foreign country where you don't speak the language.
3. Value of Customer-Centricity: Businesses should prioritize the well-being and concerns of their customers. A simple gesture of empathy can turn a negative experience into a bearable one.
4. Trust is Fragile: Trust, built over years of loyalty, can be shattered with one negative experience. Companies should recognize the value of long-term customers and act accordingly.
5. Personal Safety Over Everything: While trying to remain positive in unfamiliar situations is commendable, it's crucial to prioritize personal safety. If something feels wrong or unsafe, trust your instincts.
6. The Human Touch in Business: Automated responses or insincere gestures can leave customers feeling alienated. Genuine concern and personalized interaction can make all the difference in times of distress.
7. Ethical Responsibility of Platforms: Platforms like Booking.com, which act as intermediaries, have a responsibility to ensure the safety and satisfaction of their users. They should have processes in place to deal with such incidents.
8. Personal Resilience: Life is unpredictable, and challenges will arise. How we respond, seek support, and overcome them is a testament to our resilience and strength.

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