Matthias H.
Terrible communication from customer service
I have to admit that the original mistake was mine: I accidentally made a non-refundable booking for the wrong travel dates. However, I noticed the issue immediately and contacted the company within minutes of receiving the confirmation to ask whether anything could be done. I was referred to the cancellation policy, which is of course fair, although not particularly helpful in this situation. What disappointed me far more was the complete lack of follow-up customer care afterwards. After one additional interaction, in which I was asked to confirm the correct dates, communication simply stopped. That was about two weeks ago, despite several polite follow-up emails asking for a status update. I fully understand that non-refundable conditions may limit what can be done. However, from a minimal level of customer care, I would expect at least some effort to remedy the situation and/or some explanation as to why nothing can be done despite having looked into it. A good level of customer care and retention would even involve some degree of goodwill on their end. Well, it is what it is, but I am quite disappointed, to say the least, and will avoid this company for future bookings. Update: After their reaction below they also reached or to me and I was getting my hopes up to get some reaction, feedback or sign they put in some effort to do something for me. I sent about 3-4 emails to then and never got an answer. Meanwhile, I cancelled without having much hope. About 3 weeks after that, I finally got their answer that a waiver was declined. While this is fair enough as such, the whole story and process before was almost unbearable.
Response from BillabookMay 25, 2026
Hello Matthias, As you noted, the initial booking error was made on your end by reserving a non-refundable stay for August instead of May. Please understand that under non-refundable terms, dates cannot be simply swapped or transferred—especially since the rates for your requested dates in May were significantly more expensive than the August booking. As our team outlined, the standard procedure requires the original booking to be officially canceled first. Only then can we submit a waiver request to the hotel to see if any fees can be waived, though this is not guaranteed. Regards, The Billabook Team