Booking.com
reviews and complaints

We booked flights with booking.com via Vueling in September 2022 for November 2022.

We got to the airport on November 18th only to find our outbound flight had been cancelled and changed for the morning which had now passed. Our return direct flight had also been changed for connecting flights totalling 8 hours.

Booking.com did not help us or care at all when we called and blamed Vueling for the cancellation and change in flights. Vueling were unable to help us as it was booked through booking.com.

To add to this, Vueling informed booking.com on October 4th, 2022 that our flights had been cancelled. Booking.com failed to provide us with this information thus breaching consumer rights and their own terms of business.

Booking.com left us stranded at Gatwick airport knowing we did not have any flights and did not support us in any way.

They have still not provided our refund and refuse to accept any liability. They are refusing to respond to our phone calls, emails and are not taking our complaint seriously at all.

Booked a flight on Sept. 25/2022 with Booking.com with free cancellation to Cancun Mexico. Canceled the booking 10 mins. It showed as canceled and said I would receive my refund within 3-5 business days. Ref#40-[protected]

After I did not receive my refund in that time period, I called Booking.com customer service. They said they were waiting for the refund from the airline and could not give me back my money until they received it. I contacted Swoop Airline myself at this point and they (in writing) confirmed they sent a refund to a third party credit card (usually linked to company's such as Booking.com) on Sept. 25th. After multiple emails back and forth with GOTOGATE (in partnership with Booking.com) and quite a few phone calls to customer service, the answer I keep getting is that the airline has not refunded them back yet... even though Swoop has sent me confirmation in writing... and there is nothing they can do until then.

It is now Dec. 13/2022, almost 3 months since my cancelation...

where is my refund and how do I get it?

I will never use Booking.com again if my money is not returned.

Somebody please help me!

We made a booking with booking.com and the establishment cancelled the booking. We then requested refund from booking.com but was told that the bank has to reverse the payment. The bank said it can’t reverse eft and booking.com should refund us. It’s been 3months and still no luck. Booking.com insists on a letter from the bank but the bank doesn’t issue such letters. They then offered alternative accommodation of lower standards and we refused it as we just want our money back. Amount is R14k.

It is withdeep regret, i am reporting to you that i & mywife were lived in the Hotel Kabir residency with Confirmation no : [protected]. from 27th Nov --28th Nov, & 28th Nov --29th NOV , On extra ordinary emergency we checked out on 30th Nov evening but we were charged Rs-7047.( Seven thousand fortyseven) which is a malafied , we were forced to pay in a hurry.

We are all senior citizen with ailing health didn't have the energy to fight or argue for such ordeal. Beside my association with Booking. com is quite long.

On enquiry, no formal bill was produced to us.

The hotel facility & including room size , location was so poor that it is difficult to explain.

I don't know, how you indulge such hotels to offer to Senior Citizens & patronise?

Regret very much for the whole episode &

unde the circumstance , we must get refund our hard earned money.

Sincerely

Amit K. Bhattacharya.

13/12/22

15: 00 Hours.

Dear Manager,

Since a month now I am constantly receiving threths under the name of you company for non paying debts ?

So far, I have not booked anything no car, no hotel, no flight but I having harassed with claims under the email address: [protected]@orange.fr

These claims come from the following emails adressers:

[protected]@booking.com;

[protected]@booking.com;

[protected]@booking.com

Please check urgently with your technical center these addresses that I am reporting to you. My customer address being: [protected]@yahoo.com

Phone no.+[protected]

Booked Ryanair via booking.com from Lanzarote to East Midlands for 3 people including three suitcases. When checked in at Lanzarote airport were told by Ryanair our suitcase were not be checked in so I had to pay again the amount of £104.66 and £31.39. =. £136.05. I contacted you on 12 August to check if our cases had been paid for at time of booking as our paperwork show we had you advised they had been paid for and sent a email as proof. (attached gogate).

Contacted Ryanair who told me I had to make a complaint which I did sending proof our flights had been paid for they said you had not sent the correct details of the booking not advising them the flights had been paid for so was not their error but booking.com.

Please can you refund the amount of £136.05 as we had paid twice for our luggage.

Please see attached supporting documents

Kind regards

Alexia Ward Gonzalez

Pin 9103

Customer reference 40 [protected]

9 August Lanzarote to East Midlands

Alexia ward Gonzalez

Alicia Gonzalez

Heidi Britten

We were on a road trip and booked a room for the same night. Got to the hotel to learn there was no reservation. I looked at the confirmation and they booked a room on a completely different date. Booking agents I got a hold of said they would take care of it without penalty if the hotel agreed to no fee. I was still at the hotel and they said they always approve cancellations. They also said that they see this same thing all the time.

Jag har öppnat extranet på namnet Apartment Hanssons 8445882, 3 Topla (Starohercegovacka 8) Herceg Novi 85340 Montenegro när jag har fått den unika koden från er och flera gäster bokade. Men jag upptäckte att det var fel namn och jag blev tvungen att ändra namn eftersom på Beslutet från Turist organisation Herceg Novi står Apartment Hansson ( utan s på slutet) 8513931 och jag har begärt från er en ny kod för öppningen. Jag ringde kroatisk booking.com telefon nummer och har fått instruktioner hur skulle jag kunna stänga samt jag har blivit tvungen att skriva orsak varför jag ber om gäster att komma över till den Apartment Hansson. Jag har skrivit detta förklaring och era personal har informerade dåvarande alla gäster som bokade till mig och varje gäst kunde välja att övergå till Apartment Hansson eller ej. De flesta har avbokat boende medan två gäster inte har svarat så att de var automatisk eliminerade. En av de två gäster som missade att svara på brevet dvs om de vill gå över till bara andra namn på apartment har kommit till mig. Naturligt vis gästen inte kunde bo här eftersom jag hade andra bokade gäster via er. Hennes förklaring har varit att hon inte ens tittade på brev med information att jag ändrade namn och att hon blev tvungen att acceptera eller ej. Jag skrev till er och provision faktura har blivit bestriden. Men den andra gäst med nummer [protected] som har bokat 22 maj 2022 dvs på 8445882 och som inte svarade på ert brev, och som vill bo hos mig från 31 juli till 7 augusti, han var också eliminerade på detta sättet. Men han trodde att han var bokade och 21 juni i 18:30 han bad om att avboka boende pga sjukdom. Eftersom jag var säkert att allt är i ordning eftersom det är ni som bokar och godkänner gäster , jag var inte medveten att denna gäst har inte möjlighet och rätt att bo hos mig eftersom 8445882 Apartment Hanssons inte existerar? Hur kunde ni tillåta andra gäster att bo hos mig om ni påstår att han hade rätt att bo hos mig? Han kunde inte bo även om han ville komma hit, eftersom i Apartment Hansson var andra gäster som ni tillåtit att bo här. En sak till som jag ser framför mig är fel. Nämligen, jag har extranet från 2017 och min adress är Topla 3, ( inte 3 Topla som jag aldrig skriver på detta sättet) (Starohercegovacka 8) 85340 Herceg Novi Montenegro men när kom kod till 8513931 står bara Topla, Herceg Novi, 85340 Montenegro. Det är en och samma adress men även att vi har fått gata namn, det finns ingenstans skriven så att gäster kunde endast hitta om det står Topla 3 ( område).

For months now I have tried to terminate my booking.com listing as well as terminate my partnership, account etc with booking.com and they have not done it. I followed their instructions on how to terminate partnership via extranet several times and still it has not happened. I am sick and tired of their canned responses whenever I contact customer service. They are useless and keep sending me round in circles. Completely frustrated and disgusted with booking.com. I regret having used their platform.

I am at the end of my tether. I have contacted Booking.com more than 30 times in the last 5 weeks and am being given different stories about my refund for a Thailand Flight that was cancelled by the airline.
I am constantly being told the repayment was made on 4 Nov
I eventually had a Supervisor call me on 27 Nov who told me they had not yet made the payment as there was a miscommunication and that I would have the refund by 30 Nov.
I called this morning and was told the payment had in fact been made on 22 Nov.
A supervisor has called me this afternoon and went back to the old story that I was repaid on 4 Nov.
I could scream with anger!
I am speaking to a lawyer this afternoon and am going to sue them through the courts.
This the worst company I have ever dealt with and I am not making a 31st Contact.
This company is in such a mess I am concerned it will go into liquidation and still have my money.
Customer 40-[protected]
Kevin

ON 8/23/2022 I called to reserve a hotel reservation to go to Florida. My credit card didn't accept the charge initially. On 8/24/2022 I recalled booking.com travel the next day after getting approval from my credit card company. When I attempted to reserve that reservation again. I was told that the previous reservation was not in the system. Therefore, another reservation had to be made. I then made second reservation for the same hotel, date and time. My trip to Florida had to be cancelled due to the Hurricane. The second reservation I made has been cancelled and refused because of the Hurricane but the 1st reservation is still showing on my credit card for 2,131.01. Why!

My name is Dror Dvir.

I am a Genius Level 3 user of Booking.com services for many years.

On 27 September 22, my credit card was charged at the amount of 134.22 Euro for booking an anonymous hotel - Hotel On Booking.com.

I am not familiar with this booking. Furthermore, it doesn’t exist in the list of my bookings.

Please refund my credit card for this charge.

For any clarifications please contact me, or Ms. Raya Chayat, tel. +972-[protected].

I provide accommodation through booking.com. They have sent me wrong invoices. I already paid one invoice but they again include the $300 in a different invoice. No matter how many times I called and disputed, they never replied. They place my listing on hold and now they are forcing me to pay the non-legit charges otherwise they will keep my listing on hold.

They are just looking for opportunity to abuse people.

Very lousy and inefficient system.

Booking for a room at the B&B Hotel Verdun France

Confirmation Number: 3357.280.430

PIN CODE: 8532

We canceled this room Because it didn't come up to our expectations, plus it didn't look like any of the photographs on the website. We received an email from Booking.com to say we would not be charged for the cancellation, but we were charged.

When I contacted Booking.com they advised me to contact the property direct, however when I contacted the property they told me to contact Booking.com!

Please can you advise.

Regards Richard

From: Lisa Marguerite Munns

Sent: 20 November 2022 14:37

To: SUN 7 BEACH VIEW PALAVAS - Acces direct plage via Booking.com

Subject: RE: You have a new message from SUN 7 BEACH VIEW PALAVAS - Acces direct plage via Booking.com

Your message arrived at 14h47 on the 18th – much too late as we were already at the property ready to check in at 14h00 as arranged. Then the problems began!

It took 45 minutes on the phone to José (I presume he is from Booking.com) to explain to me how to find the keys. With his instructions, I found the white gate in front of the grass verge and entered only to find that I had to climb up TWO 2ft high stairs to get to the gray box where the keys were stored. I am 80 years old and partly disabled so this was very difficult for me to get up to the gray box. Then, having got the keys, I had to try and get down again without any help. My husband was in the car and he is 83 years old and very frail. He has had 10 operations in the last 18 months and is due to have another one on the 30th November so he was not able to help me.

Having got the keys I managed to get into the building and the first thing I noticed was the filthy dirty entrance hall. Not a good start! Then I could not get either of the keys to fit the door. So I had to phone José again for help. He got the owner to call me and explain how the key worked. Voila! I got the door open and then found there were no lights. She was still on the phone and she told me to switch the electricity on which was on the board behind the door. I am 1m73cm tall but there was no way that I could reach the switch by hand so I had to used my cane to push the switch up. My husband is 1m93cm tall and, when we left, he had to stand on tiptoe in order to switch the electricity off again!

I then went to get my husband from the car as he was in desperate need of a toilet. When he pushed the light switch for the toilet, the cover came off in his hand.

Once Inside and having a chance to look around I noticed that the floors and windows were not very clean and also that there was a broken door on the right-hand side of the cabinet on which the TV is standing. In the bedroom, there was no room on the shelves to put our clothing as the space was taken up by extra linen and a duvet. Also the shelf on the top was packed with additional bed linen and a plastic cover of sorts which kept coming down whenever the cupboard door was opened.

Then I took the special protective blanket which I had brought with us to put under the flat sheet on the bed in case of any accident on the part of my husband’s incontinence. On pulling the duvet cover back the top flat sheet spilled out across the floor. It was obviously meant for a Super King size bed and NOT for a normal double. So I had to undo the bedding on that side and fold the very large sheet over in order to make it fit.

On the website we were told that there was a café 20m away and a restaurant 200m away. This is true BUT being out of season which it is in November, both were closed, so we were unable to go out for a meal or to buy provisions. Fortunately, a friend had baked a birthday cake for my husband and a tub of oat biscuits. We had no other choice than to have oat biscuits for supper and again for breakfast in the morning. We had been looking forward to croissants but no go!

There was no heating in the lounge but only a small « klim » in the corner of the bedroom. It is Winter so the lounge was very cold and we had to keep our coats on to stay warm.

On the TV the only available channel was Netflix but we had to pay to watch any move of our choice. But as there is no WiFi we were unable to do this. Also, we could not change the channels without a code which was not supplied. So the nightmare continued! We did manage to get France 24 on Netflix so could at least catch up on the news.

There were no bedside lamps to read by so that was also out of the question.

We had to leave the « klim » in the bedroom on overnight in order to keep a little bit warm which we do not like doing but had no other choice.

I sent a text to José telling him that we could not stay in that apartment and would be leaving first thing in the morning, and to let me know how to return the keys, which he did.

The final problem arosein the morning when my husband filled the basin the bathroom with warm water to wash in and then was unable to move the tap control to let the water out. I also tried to do this but it would not move at all!

As I did not receive your email of instructions until 14h45 on the day of our arrival when we were already in Palavas, I did not get the instruction regarding the bedding, so unfortunately did not strip the bedding but pulled the cover over in a tidy manner. I washed the only two cups and two glasses we had used and placed them back in the cupboard and I got a broom out of the cupboard in the bathroom and swept the lounge and kitchen floors. I also put all our rubbish in the black bag supplied and tied this up for easy removal not knowing where the outside bins were kept.

After packing everything up and checking that we were not leaving anything behind, we took it all to the car. As I said earlier, my husband had to stand on tiptoe in order to turn the electricity off! I then locked up and had to go and mount the two 2ft high stairs in order to replace the keys. This time my husband had to come and help me get down again.

This was meant to be a birthday present for my husband – a peaceful and relaxing four days away from home. As it was I had to work twice as hard as I would have if we had stayed at home!

When we went onto the website of Sunset Beach 7 we read so many favourable comments about the cleanliness and helpfulness of the owner (whom we never saw!) and the handiness of the restaurants and café etc etc etc which decided us to book the apartment. I don’t know which apartment/s those comments were about but I can guarantee that there were DEFINITELY NOT about the apartment at 341 St Maurice Avene in Palavas-les-flots!

I have taken photos of everything I have complained about in this email which I will send separately.

We paid in full via PayPal in advance on 29 September 2022. In the circumstances, I look forward to receiving a full reimbursement of 252,45€ without delay.

Sadly yours

Lisa M Munns

I have found an unauthorized debit from my account that is not linked to any of my bookings and cannot seem to get any assistance because I do not have a booking number to contact Booking.com via the app or telephonically.

This is absolutely frustrating because the amount deducted was significant .

I have already contacted my bank and they were unable to get any more information other than a transaction code on the payment i.e. [protected].

This is a frustrating experience and the trust is lost.

back in august 2022, i rented a car in cancun from mex alliance thru booking.com and while booking the rental they offered car insurance with one of their partners called

Rentalcover.com.

when i went to pick up the car on august 16, 2022 they told me the insurance i bought was not the insurance i needed to rent a car from them and they couldnt rent me the car if i didnt buy the insurance from them.so i cancelled the insurance from rentalcover.com and bought the one the mex alliance rental car employee told me i needed. the rentalcover.com set me and email with the cancellation and told me the refund could take up to 25 days. to date its been more than 60 days and i have not gotten a refund.

please help

you can contact me at: [protected]@msn.com

I booked Hotel thru Booking, com on Oct 17, 2022 Name of Hotel : PARUL - Elegant Heritage Home at the Heart of Shantiniketan Address: Gurupally Road, Bolpur, 731204, India Phone: +[protected]

Booking Confirmation:

CONFIRMATION NUMBER: 2434.503.820 PIN CODE: 2109)

Now confirmation clearly said:

The final price shown is the amount you'll pay to the property. Booking.com doesn't charge guests any reservation, administration, or other fees. Your card issuer may charge you a foreign transaction fee

Now the good part, I cancelled the booking on Oct 17, 2022, the same day. I got automatic confirmation email from Booking.com.

But Oct 18 they charged my credit card of amount $44.90 in the name of BOOKING.com (Ind

I sent email & chat with them and asked why they charged me when I am not suppose to pay any amount before I chek in. They asked me proof of Payment which I sent by email to them. Response to my email they sent me email on Oct 22 with refund promise within 5 days. After 5 days on Oct 29 they sent me similar email. Until then they did not do any response of my email.

I feel that Booking.com of India acts in favor of fraud in India specially in Shantiniketan West Bengal. I had same experience 3 years before when I booked with them. I lost 13000 Indian Rupees equivalent to $700.00. I did not get hotel to stay and when I complained they said they charged me for no show

Search for a company or category…

Categories

Blog

Gary Williams

Gary Williams

Trustpilot

Thanks! Your review counts.

You reviewed Booking.com

Price match process is a joke

took multiple tries to submit the necessary screen shots from a competitor, with multiple unanswered questions on their apps customer for service chat.

They approved a price match for 810 from Hotels.com on June 17

A few days later, the Hotels.com price dropped to 635

After multiple attempts of submitting screen shots from their competitor (They gave me non working emails, and you are unable to send screen shots on their app), my second "price match" request for 635.00 was approved by email on June 22 by "Sandrine L".

(Notably, none of their "approvals" mention the price they are approving)

1 week before my trip, my credit card was billed by Booking.com for 984.00., not the price matched 635.00

Several attempts at using their customer service chat on their app were not answered, 2 of them were somehow routed to the Hilton property, who have no record of booking.com price match agreements.

On Nov 7, an agent (Dante B) then responded that he reviewed my 5 months of messages, and I should not be concerned apologized and confirmed my price match was approved ( but didn't explain why I was billed for 984)

His words: "I checked all the past log notes of my colleague last 5 months ago, and I assure you your claim is valid on your price match"

They stated if "the property billed me the incorrect amount", they would refund the difference.

That did not answer my question, as booking.com billed me the wrong amount, not the property, and as he confirmed, they knew the correct price was approved on June 22 at 635.00

I received no further response from their customer service , only a message from the Hilton property that the only price they had was for 984.00, and that I should contact booking.com (This was a response to a chat for customer service on booking.com)

After 2 extended phone calls today (Nov 13), not only did they not resolve the problem, the customer service manager kept me on hold for almost an hour, to then inform me the price match should not have been approved in June and they would not honor it because the competing site booking "was for 1 guest" for the King suite, and my reservation for them said 2 guests (The price was identical on both sites whether booking for one or 2 guests, which I also documented in a screen shot and with the agent. It just happened to default to one when I took the screen shot the second time)

So 5 months after their agents already approved the 635 price match, and a week after their agent Dante assured me he confirmed the price match for 635.00, and 5 months after I cancelled the reservation on the competitors site, they reneged on the price match their agents confirmed in the chat app and by email.

The manager for customer service (In Singapore) on 11/13, "Miguel", and the agent I first spoke with, "Ana Margareth M" didn't seem to care that they had all the documentation of their prior price match approvals in the emails and chat app, by their representative agents, which they reviewed.

Several wasted hours of my time, nothing but frustration

They offered me a " good will" refund of $100

Booking.com emails offering rewards for bookings before a certain date are misleading and deceitful. You always offer rewards to encourage us to book and you say the offering ends on xx date - but it always expires on the day before. If you say it is expiring, then it actually is expiring at midnight on the day before you say in your advertising. It might be an issue with your understanding of English.

I learnt this with my recent booking in Lisbon and your deceit cost me about $150 in credits.

I no longer trust Booking.com. I now look to book directly with the hotels instead of trusting you.