Menu
Booking.com Customer Service Phone, Email, Contacts

Booking.com
reviews & complaints

www.booking.com
www.booking.com

Learn how the rating is calculated

4.2 8196 Reviews

Booking.com Complaints Summary

124 Resolved
1532 Unresolved
Our verdict: If considering services from Booking.com with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
Verified
The authenticity of the customer service contact information for Booking.com has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Get notifications about new complaints and reviews of Booking.com. We promise not to send you any unrelated messages.
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Booking.com reviews & complaints 1689

Filter reviews by rating
5
6519 reviews
4
1 review
3
1 review
2
6 reviews
1
13 reviews
Sort by:

Newest Booking.com reviews & complaints

ComplaintsBoard
L
7:44 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Booking.com has left an official reply on this complaint.

Booking.com cancellation

I cancelled a hotel with booking.com, got a cancellation confirmation webpage displayed and thought nothing more of it. However I did not recieve a cancellation confirmation email.
To my dismay I was subsequently charged for a no-show at the hotel.
After many complaints to booking.com about the fact that I did cancel and it is not my fault their system did not process my cancellation...
I have still had not luck with getting a refund.

Has this happened to anyone else and if so booking.com really need to be made aware of the fact.

Read full review of Booking.com and 2 comments
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
2 comments
Add a comment
H
H
henry bates
North Las Vegas, US
Jul 22, 2013 8:08 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

No elevator and guest could not be guarenteed a non smoking room down stairs.

H
H
henry bates
North Las Vegas, US
Jul 22, 2013 8:04 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

need room on first floor, one member of party is handicapped.

ComplaintsBoard
J
2:29 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Booking.com has left an official reply on this complaint.

Booking.com card check payment

I booked a hotel in Istanbul with you only to find £41 taken by the hotel without any agreement. On calling booking.com I'm tolds its a card authorisation check and it will be returned within 10 days. After 14 days no signs of a refund. You then tell me the hotel actually put the money back into my account on the day it was taken. A contradiction but I check my account again anyway- still no money. Now you want a copy of my bank statement, presumably to send to this potentially fraudulent hotel. That’s not going to happen. Instead you send me two receipts, one for a payment taken from my account and one a cancelled transaction on my account. That does not prove a payment has been made, please wake up Booking.com- you are meant to be experts. You agree they took the money where is the proof they paid it back. I'm counting to ten slowly at the moment, I get to ten on Monday. Then I really start complaining so please sort it out now while we are both smiling. Booking number 647.968.784 Name Stephen Hockey

Read full review of Booking.com
Update by Jiffcat
Feb 28, 2013 1:15 pm EST

Hello - thanks for the email today but I would like to conduct the discussion here on the website please so I can share with everyone what I find out. You take great care to explain on your website that we are all safe with your pre-authorisations. well lets see. Would you like to add your answer here or shall I copy your emails over?
I have checked my bacnk account it is very easy to see payments in (as there aren't many). The bank has also checked for me and confirmed the money has not been returned. So I know what the outcome of this conversation will be, do you. Have you investigated the matter thoroughly? Should people be worried about the transactions that take place when you use booking.com? Will they have amounts of money taken from their accounts which are not returned?
Looking to conclude this by Monday please.

Update by Jiffcat
Feb 27, 2013 3:42 pm EST

thanks for your email today- you tell me the hotel took my money by mistake so we agree that the money was taken. So it's just a matter of proving that the money was returned. What proof is there that it was returned, the two receipts you have sent me. One is a sale the other a voided sale- that is not sufficient to prove a return. I require a return credit receipt otherwise the hotel keeps the money. You should know this. Please, can I have my money back.

Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
ComplaintsBoard
A
3:46 pm EST
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Booking.com has left an official reply on this complaint.

Booking.com wrong confirmation

Dear sir,

Hope you are fine.

But we are not fine. We booked hotel thru you and when we reached hotel around 12.30 at night we were told by hotel people mr. Kumar that your room is not confirmed from our side. We showed all the confirmation from your side but they refused and told us that their is no room in their hotel.

If you go thru below msg you will find that you have confirmed us. Why you contact these type of hotel which do not care of your customer. Finally what is your reputation in our eyes.

I am writing this email in the night of feb 07, 2013 or say earlier morning of feb 08, 2013 to telll that we are so much in tension.

We are seaching hotel in the night
We gave all the credit card information and you confirmed the hotel.

.
We have no other option to tell all our friends not to use booking.com in future.

Who will pay for taxis for searching hotel in night.

With no regards

Aman sehgal

Thank you, aman! Your booking is now confirmed.
Booking.com online hotel reservations best price guaranteed print

Booking number [protected]
Pin code 6071
E-mail [protected]@gmail.com
Booked by aman sehgal
Your reservation: 2 nights, 1 room, 2 people
Check-in: thursday, 7 february 2013
(After 12:00)
Check-out: saturday, 9 february 2013
(Before 12:00)
1 superior double room
Total price inr 3600

Tax (10%) not included

Service charge (7.42%) not included

Please note: additional supplements (E. G. Extra bed) are not added to this total

Change of plans? Hey, it happens.

Visit my booking.com to edit your dates. You can also reserve parking, request a bigger bed or even add breakfast to your stay.

Don’t have an account? No problem. Sign-in not required!

Pearl residency
Address: 14, usha kunj apartment, opp takshila apt, mahakali caves road, andheri east, western suburbs
Mumbai, 400093
India
Phone: +91 [protected]
E-mail: [protected]@gmail.com
Travel information: show directions

Room details

Featuring more space, this air-conditioned room comes with a tv and personal safe. En suite bathroom has a shower.
Guest name: aman sehgal
For max. 2 people.

Meal plan:

Breakfast is included in the room rate.

Prepayment :

No deposit will be charged.

Cancellation policy:

If cancelled or modified up to 1 day before the date of arrival, no fee will be charged. If cancelled or modified later or in case of no-show, 100 percent of the first night will be charged.

Cancellation cost in local hotel time:

From 7 february 2013 13:56 [cet] : inr 1800

This reservation can not be cancelled free of charge.

Special requests

We are check in late night around 12.30
Hotel policies
Guest parking:

Free public parking is possible on site (Reservation is needed).
Internet:

Wifi is available in all areas and costs inr 75 per hour.
Customer service info

Local number: [protected]
When abroad : +[protected]

Payment

You have now confirmed and guaranteed your booking by credit card.
All payments are to be made at the hotel during your stay, unless otherwise stated in the hotel policies or in the room conditions.
Please note that your credit card may be pre-authorised prior to your arrival.
This hotel accepts the following forms of payment:

Visa, euro/mastercard
Don't forget

You can change or cancel your booking via our online self service tool my booking.com:
https://secure.booking.com/myreservations.html?tmpl=profile/myreservations;bn=[protected];pincode=6071
Car rental
To rent a car, check www.booking.traveljigsaw.com

Need a car? Great deals on car rental guaranteed from our partner rentalcars.com.
Check out rental car prices near your destination.

Read full review of Booking.com
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
ComplaintsBoard
N
4:43 pm EST
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Booking.com has left an official reply on this complaint.

Booking.com cancelled reservation

Good evening!

I have been checking Your hotel trough the booking.com in January and I have made a booking, which I have cancelled not long after..
At the moment almost it seems that it hasen't been done!
please read the following letter what I have sent to the costumer service of booking.com..-which explains the situation ..-

"Good evening Sir/Madam!

My problem is that I have made some bookings trough your homepage in 3-4 hotels in Prague for 2 nights in the beginning of January, ~9th/10th..-theese bookings were for the past weekend-(.1st february.)
I have cancelled theese reservations a few days after, around the 10th 11th of January -I guess-, but at the moment it seems that theese reservations haven't been cancelled, and these hotels are still have them, so they might take the 'cancellation costs'from the credit card that was given, -becouse one of them has already done it.-

(the strange thing almost is that this hotel doesn't take place on the my booking list, under the 'past bookings' possibility..)
Unfortunately I guess I have deleted from my mailbox the emails of the cancellations..

I have already spoken with one of Your operators, with a kind lady, and I have called to the bank, what to do in this case, but I don't know what to do at the moment, becouse it is much money, to loose with no reason..I would like to ask You to help me to solve this situation, get in touch with the hotels and please try to find a solution for me not to loose my money in this case...My problem is also that in "my bookings" I don't find any cancellation under the list of 'cancelled bookings', but I don't find eighter in the "past bookings" that case, which was now charged as/for cancellation..
This is strange and wird for me.

I am 99% sure that I have made the cancellations- but Im receiving a lot of emails, -so I always delete the most of them..
Probably this happend to the cancellation emails too..And of course how would I be so stupid to make 3-4 bookings for the same time and than to keep them..
So please... this is very urgent and important for me also becouse the card which was used for the transactions is not mine, and also becouse if these reservations are active its easier to do something now, than later when they start taking the money...If they start...(If they haven't been cancelled..)
the booking numbers are the following:
[protected] PIN code 5667;
[protected]
PIN code 9050;
[protected]
PIN code 9622
And I guess there is one more, but I have deleted it from the my bookings..Could You check that too?
Please If these reservations are still haven't been cancelled, cancell for me all, !
-and whatever has been reserved and haven't been cancelled is also have to be cancelled!Tomorrow the person who owns the credit card will go to the bank to find out how the situation is, if there is anytihng blocked from any hotels at the moment on the credit card..If there is, I will need to get in touch with You again for the further tasks..I am kindly asking You to look after my problem and let me know about the situation..And Im kindly asking You to help please!Best regards:
Nóra Koós
[protected]@gmail.com"

Read full review of Booking.com
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
ComplaintsBoard
L
1:45 pm EST

Booking.com did you know that booking.com charges hotels 15% commission + tax

Total fraud! Did you know that booking. com charges hotels 15% commission + tax?... Nd that is not all... To recommend a hotel with the "thumb up recommendation logo" they charge hotels an additional 2%! So 17% of what you pay, plus vat goes directly into booking. com pocket! So regardless of your performance as a hotel if you pay 2% more you are a recommended hotel!

Read full review of Booking.com and 1 comment
Hide full review
1 comment
Add a comment
A
A
angelkassa
, BR
Mar 11, 2013 12:22 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

So even if the feedbak is bad, they will recommend the hotel?

ComplaintsBoard
W
11:18 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Booking.com has left an official reply on this complaint.

Booking.com charge for a cancelled reservation

We had made a reservation through booking.com for a hotel in Venice, Italy and we cancelled that reservation on 4 September 2012 when we found another hotel that we liked better. We thought that the cancelleation was complete, but we were still charged by the hotel 6 weeks after our original reservation date with them as a no-show. Similar to previous complaints, we don't think booking.com sent us a cancellation confirmation. It's absolutely ridiculous that we may be stuck with this charge because of what appears to be booking.com's flawed system. If the no-show charge is not returned to us, we will sever our long-standing history with booking.com and will never booking anything with them ever again.

Read full review of Booking.com
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
ComplaintsBoard
L
1:37 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com asking refund

Made for a hotel a client of mine a wrong price quote on the intranet of booking.com.

In tow hours time two reservations arrived to the hotel. The hotel right away called the guests two hours later after the reservation arrived and told them that their was a mistake in the pricing. ( Instead of 106 Euros for the room the correct price is over 800 Euros )

The guest at the phone did understand the situation and promised to the hotel to cancel the reservation at booking.com. Then he called booking and booking told them otherwise.

Since then the client does not want to talk with the hotel directly but only to booking as the lodging contract is clearly between the hotel and the guest. Booking.com is acting as an intermediary.

According to Austrian law a booking can be cancelled if the price difference is obvious.

Booking.com is stressing on a overbooking and wanting to gain the commission of the hotel where the guest are stated as a overbooking and the commission from the hotel where the client booked himself.

The lawyers of the Austrian and Dutch Hotel Association are surprised about the strange behavior of booking.com

Read full review of Booking.com and 1 comment
Hide full review
1 comment
Add a comment
M
M
motiani
, OM
Jan 12, 2013 5:58 pm EST
Verified customer This comment was posted by a verified customer. Learn more

can you please send me web site for hotels association and tax department of the your country i have to enquire few questions. As i am not also comfortable with booking.com
if you want to know I can explain later on as this is very serious matter.
thanks motiani

motiani365@yahoo.com

ComplaintsBoard
D
4:20 am EST
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Booking.com has left an official reply on this complaint.

Booking.com could not get into hotel we booked.

I booked accommodation for myself and family at Guest Apartment Leipzig, the rate was good and in a location suitable for us. I received a text from the Hotel asking what time we would arrive and replied to it. We arrived at the Hotel slightly earlier than we stated and began the wait. 15 minutes after the booked time of arrival I sent another text asking what time the owner would turn up to let us in. I sent an email to their address shortly afterwards. I tried 16 phone-calls to the 2 numbers they advertised without any success. After an hour of waiting and some 50 minutes after we had said we would arrive we left the Hotel and crossed the road to catch a tram back to the city centre. We then booked into a centralised Hotel in Leipzig at a higher rate than I would have paid. I sent a complaint to booking.com and asked that the difference between costs be refunded to me. The contacted the Hotel owners who tried to claim that they turned up 30 minutes after we said we would arrive, but we had already left. This was not the case as we were at the tram stop opposite the Hotel with 4 suitcases and could see all activity. I told Booking.com that I had kept all attempts to phone the owners, timed photographic evidence of the time we were at the Hotel, text messages and emails. But despite all of this Booking.com say there is no way of proving which party is telling the truth. I have asked the Hotel to refund the difference, but despite this and other emails, they have ignored me and booking.com still advertise this Hotel on their site. It is not the 1st time I have booked accommodation through Booking.com and the Hotel has either been closed or depite showing the confirmation booking from Booking.com, the Hotel says they do not have the booking. Guest Apartment Leipzig is an unreliable establishment that would leave a family on the street, Booking.com don't care about the customer, even when they can provided, phone records & photographic evidence. Avoid Guest Apartment Leipzig, and try one of the other numerous sites to book Hotel accommodation. I am out of pocket by £100 and Booking.com don't care, if they did they would try to get me compensation and take Hotels like this off their site.

Read full review of Booking.com
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
ComplaintsBoard
S
3:23 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Booking.com credit card fraud

Booked a few hotels through this website lat week. I had a suspicious feeling about this site, so I used my crappy card. Sure enough, today a deluge of charges tried to come through on my card. Abercrombie, Yahoo! Wallet, and two other random tries by some pathetic thief on their end.

Don't deal with these people in terms of trying to book something. Only use this website as a resource and contact the hotel or make reservations directly for your services.

Read full review of Booking.com and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
I
I
Intelife
Ashland, US
Oct 03, 2012 9:00 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Any legitimate business would give a customer a 24 hour window to back out of a deal or change the particulars.

This company got my credit card number...Did not honor my request to cancel five minutes after giving them the credit card. Blamed it on the hotel which was in the wrong country to begin with.

Please count me in on any class action suits against this company

Intelife123@gmail.com

ComplaintsBoard
S
10:31 am EDT
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Booking.com has left an official reply on this complaint.

Booking.com fraud

Booking.com doesn't have good card security. As we all know, when booking any hotel, booking.com inquires credit/debit card details for the hotel to be booked. Last two weeks, I booked 3 hotels in Bengaluru, Srinagar and Mumbai ( Mapple Express, Royal dandoo houseboat and Bawa International hotel) for the trip from 10th to 16th September. Below, I upload a proof of how the hotels employee or booking.com's had misuse my debit card via pre-authorized online banking that causes me loss of more than 200 USD. The question is, if booking.com's problem, booking.com has to improve its security and sincerity between employees an if the problem is from the hotels' employee, booking.com, as our path to hotel booking should take into this matter seriously and should be responsible for the loss we have encountered. It's not the matter of how much loss i had had, but it's matter of security and safety that we demand. Shame on booking.com if this matter is not well managed.

Read full review of Booking.com and 5 comments
View 0 more photos
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
5 comments
Add a comment
M
M
M J P
London, GB
Aug 07, 2014 12:56 pm EDT

Hi
I really sympathise as I also have had nothing but extreme stress with Booking.com
They make errors and pass the charges on to you.
I had a booking where the price was completely wrong, it would have cost me money. I sent alternative suitable options and thought it was ok until out of the blue I received a bill of over 1300.
My place was empty for that period not an overbooking as they claim .
Don't trust them with you credit card or banking information. They were withdrawing money from my account for almost half a year and it only stopped when I realised it wasn't connect to my husband's business travel.

I REFUSE TO PAY AND THEY CAN SUE ME.
In the mean time spread the word.
For every person you tell they will tell 10 people and those will all tell another 10 people each and eventually you will affect the finances of booking.com.

D
D
Disgusted.com
, FR
Aug 07, 2014 1:59 am EDT

We run a 2 room B & B in a very small village in France.

We decided to join up as Partners with Booking, com one week ago and we went "live" on Friday late in the afternoon,

As we were busy trying to figure out BC's calendar to book out our current bookings - they emailed us 3 bookings in quick succession all for that night. We had a long wait to get through to Customer Services to try and stop them sending more bookings to already double booked rooms and in the meantime we were trying to find alternate accommodation in the area for 3 people who had arrived plus a five night booking.

Then the following day we received a booking for 8 people and 2 pets although our Website and BC Property and Room pages clearly state that we only have 2 rooms which can take 3 people and we do not accept pets. We contacted the guests immediately by ringing them in the UK and explaining this and they decided to go back through BC to find another property more suitable.

Despite this being explained to BC several times, we have had ridiculous emails replying including "you had advertised a 3rd room at the time of the booking" (the only 3rd room is our own and we don't share it with anyone except our dog). We are a B&B, not a hotel with unlimited rooms we can make available. We should also not have been booked because it clearly states "No Pets" on all of our information and Booking.coms

Although BC kept sending bookings to already overbooked rooms - we were blamed for this and advised we will be charged commission and any expenses incurred by the guests. Then they got a guests name wrong who did stay with us and arguing about that as well.

There seems to be no one in charge who can deal with all the issues - just endless emails justifying their commission and laying all the blame onto us and constantly changing their stories.

It is causing us enormous stress and anger and we have just emailed them to terminate our contract as we have no faith that they wont continue to try and defraud us of money. We are a very small business and have worked incredibly hard to to get where we are and we are not going to allow these sharks to rip us off any longer. If they perform like this in less than a week then the mind boggles what they would do if we were to continue with them.

We are going to take this to the French Minister of the Economy as they have already taken BC to court and sued them over their business practices as well as Trading Standards for the EU and the to CEO of Booking, com as well as a journalist friend who is very interested in doing an article for major papers,

If there are any other "Partners" or ex "Partners" out there we would be most grateful to hear your experiences please.

C
C
chiloynd
junifer confier, US
May 07, 2012 9:38 am EDT

YES! You will not be supported by this Amsterdam based company. There are better ways to save money. The money you may THINK you save will come back to bite you and cause you days of fighting with your credit card company. Just Say NO to booking.com. Word.

M
M
motiani
, OM
Jan 30, 2013 12:33 pm EST
Verified customer This comment was posted by a verified customer. Learn more

thanks for your information it is valuable.
i argue with them them that in case of no show they should not charge the tax.
they make me run around when i ask direct questions which they still cannot reply,
let us see how long they will not reply
best rgds
motiani
motiani365@yahoo.com

C
C
chiloynd
junifer confier, US
May 07, 2012 9:40 am EDT

PS What's up with "spelt"? Is this website bogus? I am just trying to help! "spelt?! omg...

ComplaintsBoard
Q
3:07 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Booking.com has left an official reply on this complaint.

Booking.com false information

Booking. com advertise incorrect information or false information for the concerned hotel as it does not have resources to check the information provided by the concerned hotel in any country.
Booking. com advertised the hotel on its website stating 22 sq/m but the original size of the room was only 12sq/m and the room was also different from what it was in the picture on the booking. com website.
I am also going to file a case against this company.

Read full review of Booking.com and 10 comments
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
10 comments
Add a comment
C
C
carmenhk
, HK
Oct 05, 2015 4:51 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I have made a hotel booking of the Premier Inn in London through the booking.com this sept. With the print out of the hotel booking from booking.com, I could not find the hotel. Its because the print out states only the Chinese name of the hotel but not the English name. But the worst is that its address is incomplete. Hotel address printed is Excel East, Royal Victoria Dock, E16 1SL. Correct address should be 2 Festoon Way, Royal Victoria Dock, E16 1SL, London. The Uber driver used more than an hour to find the exact location of the hotel. Never turst the booking.com!

A
A
amanda dennis
, GB
Oct 04, 2015 11:56 am EDT
Verified customer This comment was posted by a verified customer. Learn more

We booked The Sandalwood Hotel in Brighton via Booking.com in May 2015 ref: '[protected]@my.booking.com' A complete disgrace, pubic hairs in beds (we had a look at all the rooms and they were all equally as bad). Fithy carpets, walls and windows, smelly, broken tiles, toilet roll soaked in urine. diirty toilet. The place was not fit for a dog, an absolute disgrace and booking.com would not refund the money even though we sent them images.

B
B
Boatwoman
Chingford, GB
May 26, 2012 4:23 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Apartment was supposed to have dining chairs and sofa. There was no sofa and nowhere to sit comfortably only the bed.
The facilities in this aparthotel advertised were simply not there.

I
I
Intelife
Ashland, US
Sep 05, 2012 8:14 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Was searching for a B and B in Ely Minnesota. The link that came up was B and B's in Ely...It was through booking, com.
I clicked on the link which stated "ELY" with a list of guesthouses. All room prices were in u.s. dollars. I booked a room at the Ely Guest House. When the confirmation was sent it showed Ely Guest House. United Kingdom! I am an educated person and when I called booking.com ( immediately upon discovering the mistake) the customer service rep. informed me that I should have "GUESSED" the guest house was in Ely, U.K, not Ely Minnesota because of the lack of a u.s. zip code. Truly, isn't that ridiculous?I didn't even notice...the page should clearly have stated United Kingdom. The guest house owner refused to waive the cancellation fee because legally even though I booked two days ahead, due to the time difference between the U.K. and the U.S. he was legally entitled to refuse any refund to me. Booking, com rep. informed me " there was nothing they could do about it" and she was really sorry. I am also sorry and am being charged almost $100 for a room in another country which never should have been booked. I have saved all e-mails with time signatures to both the guest house and to booking.com customer service.

A
A
A J A
, SA
Oct 20, 2012 5:54 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I searched booking.com for a hotel in Dubai that offers a free shuttle from/to the airport. The Fortune Grand Hotel showed up as one that match the criterion. After booking, I called the hotel front desk to ask about how/where to catch their shuttle in the airport area. For my surprise, the answer was that they don't run a shuttle however they can arrange for the guest ride for a charge. I immediately emailed booking.com with my concern and quoted them from the description of the hotel on their website: "Airport shuttle" and "Shuttle service (free)". I got no response for hours, so I used their online form to communicate the same thing. But again no reply. When I checked the hotel's page again I found the phrase "Shuttle service (free)" changed "Shuttle service (surcharge)" ! But still no word to me.
I never received a confirmation of receiving my complain, but I know now that they have received it and instead of fixing the problem they caused me, they took the time to cover themselves.

Fortunately, Google has archived the original page with today's date:
http://webcache.googleusercontent.com/search?q=cache:BKnoj6hpzyEJ:www.booking.com/hotel/ae/fortune-grand.en.html+&cd=2&hl=en&ct=clnk

Please compare for yourselves.

M
M
motiani
, OM
Dec 06, 2012 3:03 pm EST
Verified customer This comment was posted by a verified customer. Learn more

please send me emails regarding booking.com for over charge they cannot charge the tax. It is clear fraud they dont understand they are not doing the fraud to us but to governments Tax departments of many countries. We fight together I am planning to approach most of the Tax Authorities from different countries. I have send them letter to reply one by one my question so we can understand wether they are right are we customers. That letter is clear cut and they cannot reply til today so it is clear they accept
pls send your emails so that I can send the letter which i send to booking.com
my email motiani365@yahoo.com

O
O
osha
, EG
Dec 06, 2012 3:11 am EST

same thing happened to me ditto, i cancelled the reservation but they still charged me for the no show policy. I'll drop you an email to see what we can do

M
M
motiani
, OM
Nov 25, 2012 2:51 am EST
Verified customer This comment was posted by a verified customer. Learn more

same thing is here they are charging tax in case no show . when i am making them understand that they cannot charge tax as is not paid to authorities they have still not replied .

motiani365@yahoo.com

I
I
Intelife
Ashland, US
Oct 03, 2012 8:55 am EDT
Verified customer This comment was posted by a verified customer. Learn more

ditto

I
I
Intelife
Ashland, US
Oct 03, 2012 8:54 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Please feel free to call on me. I will testify for you.. I was cheated. My time was wastedfor two weeks trying to make my case with their so-called customer service and I am out $100 due to their false advertising. Intelife123@gmail.com

ComplaintsBoard
A
10:20 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Booking.com has left an official reply on this complaint.

Booking.com incorrect hotel booking

I was looking for a hotel near the Salt Lake City convention center, I went to the Red Lion Hotel in Salt Lake city, when I clicked on booking, it sent me to Bookings.com. I booked the hotel, only to find out later, they booked me to a Red Lion Hotel in England. I notified Bookings.com, but they said the Hotel refused to let me cancel. Even through their email says I can cancel via their online service. They said it was non refundable. There is something wrong with Bookings.com, when they change the hotel in the middle of a booking and send you to the wrong country. DO NOT USE BOOKINGS.com.

Read full review of Booking.com and 1 comment
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
1 comment
Add a comment
I
I
Intelife
Ashland, US
Oct 03, 2012 8:50 am EDT
Verified customer This comment was posted by a verified customer. Learn more

What a laugh...
I entered Ely Minnesota and was sent to a list of Inns in Ely, UK...but there was no identification that I was on a U K. site...I booked a room I thought was in Ely Minnesota. When my confirmation arrived two minutes later, it identified the Inn as being in the UK and the price was now posted in British Pounds instead of U.S. dollars. I called Booking.com five minutes later to reverse this error...They referred me to the hotel which would NOT refund the charge. I had at least a dozen e-mails for over a week to Booking.com customer service. Every single time they found some reason why the error was my fault...including the business about how my search engine must be faulty ( I used Google)...This company should be put out of business, they are cheats and they know it but no one is stopping them. This cost me a hundred dollars. u.s.

ComplaintsBoard
M
4:47 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Booking.com has left an official reply on this complaint.

Booking.com I had a bad experience at a hotel I booked through booking.com

I had a bad experience at a hotel I booked through booking.com. The hotel location was bad, and the owner was a person who disparaged Americans, accused us of something we did not do, and tried to shame us. We are polite experienced travelers who are used to being treated in a polite and welcoming way. Anyway, booking.com refused to publish our review, even though it was within their guidelines. What appeared was a rating, but no comments. I will not be using booking.com again.

Read full review of Booking.com and 1 comment
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
1 comment
Add a comment
I
I
Intelife
Ashland, US
Sep 05, 2012 8:18 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I also will not be booking with them again. they are scam artists which operate just above the legal limit to get your money and then dismiss the customer.

ComplaintsBoard
M
10:39 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Booking.com horrible service after payment went through

I have never been so disappointed in an international hotel booking site than in booking. com. I've been going to phuket, thailand for the last 3 years. I normally do the hotel accommodation myself by comparing 3 or 4 international websites with each other and by reading all the reviews on hotels that I am interested in. I've always made use of agoda. com because of their excellent rates. It was only in june 2012 that I have, for the first time, made use of booking. com, due to the stunning rate they have offered on baan laimai resort in phuket - in my opinion this was the biggest mistake in my whole life !

I took a chance by booking the hotel without even having my air tickets. I have received a confirmation message from booking. com, indicating that my payment confirmed and guaranteed my booking. I then proceeded in getting my air tickets. I was only able to get air tickets, departing earlier and leaving later, thus a longer period. However, luckily the 13 days that I have booked at baan laimai resort fell inside this period, but I need additional accommodation. It was only then, that I became suspicious about the booking. I asked booking. com to add more days at the hotel in the beginning of the set booking period. - they informed me that they did not have any availability but that I can cancel my booking, should I wish to do so (I really found this slightly odd as with the initially booking no cancellation could be done without losing all my money) the second time around I asked for more days at the end of my booking - with yet exactly the same excuse and option for cancellation. Two days later I received an email from booking. com informing me that they have seized their business with the said hotel due to recent complaints about the standard and quality of the accommodation at baan laimai resort. I found that very strange because on non of the websites'reviews of this hotel did I find anything like this. Booking. com told me that they do take the guest reviews and complaints very seriously and will thus suspend their service until the necessary improvements to the hotel have been made. And yes again - the assurance that I can cancel my booking and that the costs will be for the hotel's account..

I was still comfortable with my booking and payment - and did not want to cancel under any circumstances. However, the next message from booking. com really caused took the wind out of my sails. Booking. com informed me that my reservation was cancelled. They claimed that they have been contacted by the hotel to cancel this booking due to the temporarily closing of the hotel (Some what different from the first reason). In any event, I doubled checked on all the other web-sites - and baan laimai was pretty much open to business.

I wrote a message to booking. com - indicating my frustration by the cancellation and the different reasons therefor. I asked them to honor my booking as payment was received by them which had guaranteed my booking. I did not receive any response!. I sent the same message another 3 times - still with no response. Then I phoned the offices in south africa [protected] for 4 days in a row - with every consultant telling me another story until the last call, where I was told that booking. com doesn't owe me anything because they did not take my money - but that the hotel took it. I was also giving the advice to declare a dispute with my bank for payment ! How on earth ! I gave permission for payment by giving my banking details to booking. com and now this !

So yes, I have most probably lost my accommodation which I have done long in advance to get a good deal, even though I had not even purchase flight tickets at that time - I was willing to take this risk because I wanted to stay in baan laimai resort so badly. In my opinion I did everything in my power to guarantee my booking. In my opinion I am the victim in what I experience as a dispute on rates between the hotel and booking. com - as the rates charged on booking. com is well below to rates that are changed on the other websites. Now my booking is cancelled, and I stand the danger of not getting my money back or get new accommodation to the same quality and for the same value.
Apart from the fact that I do not have extra money - to make another booking - it is very late in the year to get decent affordable accommodation over the december period. So the chances will most probably be that I have to cancel my flight tickets - because I will not have accommodation or extra money for new accommodation.
I tried to make contact with the hotel, and I have received the following feedback & ndash; which did not really came as a surprise, because I was suspecting the problem was lying with booking. com’s incorrect rates.
“dear maralise brits
Greetings from baan laimai beach resort, patong beach, phuket!

We are really sorry for this inconvenience that caused, first off all we would clarify this problem that is not from our sides because this problem is come from booking. com that improve their system that make our price that shown on web site wrong. We have contact to booking. com about this problem and let them solve this problem for us, we cannot confirm all bookings that made with wrong rate until we received any responsible from booking. com. Many times have discussed with
Senior account manager of booking. com thailand, it's seem like they will not do anything that shown responsible with this mistaken, and last thing that they do with these booking and with us is stop sale contract and suspense our web page on their site. And all the bookings that have problem has cancelled from them also.
We just to solve this problem that if bookings have been charge, now we are under processing to refund for guest.

About your bookings we will do refund for you but if you would like to cancel we can offer special rate for you.
We do apologize for this inconvenience again”.

So all along booking. com was covering up for a vital mistake made by themselves and they are most probably getting away with it ! I think booking. com should be expose for what they are doing to innocent customers, they should take responsibility for their own mistakes by advertising incorrect rates and should instead of punishing and bad-mouthing the hotel, rather try their best to solve this mistake and accommodate their customers. All the customers have entered into a contract with booking. com and not with the hotel. So the responsibility lies with booking. com! A company like booking. com should not get away with this !

Read full review of Booking.com
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
S
5:14 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Booking.com has left an official reply on this complaint.

Booking.com did not cancel hotel as requested

I made a booking through Booking.com for a hotel in Germany. A few months before the trip I found out I had lost my job and would not be able to go, so I cancelled. The cancellation went through as accepted, but thinking back, I do not recall getting a cancellation email - this admittedly is something I should have chased up, but I did not think at the time.

I then recieved a no show invoice from the hotel asking me to pay the full price within two weeks. I emailed them to let them know of my circumstances and that I would not be able to pay and should not have to pay as the fault lied with Booking.com. I also emailed Booking.com but they just told me to speak with the hotel directly. The hotel are now sending me demanding emails, stating that I must pay the money in full within the next week, I simply do not have £600 lying around to give them. They are threatening me with court and the Police if we do not pay. I have tried explaining that it is not my error so I should not be forced to pay, but they just say that I have to pay the money. I understand that they have lost money also, but I feel they should be compensated by Booking.com, not me.

Booking are not replying to my emails or doing anything helpful at all. I am very distraught and distressed at the whole situation.

Read full review of Booking.com
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
ComplaintsBoard
P
2:54 am EDT
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Booking.com has left an official reply on this complaint.

Booking.com credit card fraud - scam

I booked a room on www.booking.com at Ferme de Geffosse (http://www.gite-normandie.com/). They asked the details of my credit card all though it WASN'T a prepaid booking.
They informed me that I should keep in touch the rest of details of arrival with the hotel.
They passed all the details of the credit card to the hotel.
Due to a health problem at one of the travelers, we had to cancel our trip to France.
I wrote an email to the hotel to cancel the reservation .
After couple of days I saw a charge of 600E on the bank-card without my approval from the hotel.

I tried to contact the hotel immediately but they had a problem with the email server.

After couple of days they wrote me an email that booking.com confirmed the payment. It was a lie because they charged me (I saw at the bank!).

I wrote an email to booking but they didn't respond.

NEVER give your credit card details to booking.com because they facilitates fraud.

Read full review of Booking.com and 1 comment
Update by Petru55
Jul 22, 2012 5:01 am EDT

[protected]

Update by Petru55
Jul 21, 2012 8:58 am EDT

There is no confusion.
After the complain, your company has an official position . I think it was written by a robot because doesn't respond to the above:

I canceled 1 day before. I've sent the email to the hotel.
You delivered the card details to them without my approval or prior notice.
When i sent you an email for details of the reason of charge you do not have the time for a response.
They didn't have the right to charge anything but I have all rights to inform every posible customer of your practices.

Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
1 comment
Add a comment
Y
Y
Yochanan
, ZA
Aug 31, 2012 7:22 pm EDT

Hi - My wife booked a ten day stay at the Blue Waters Hotel in Durban via Booking.com and had a horrible experience as hooligans took over our floor for two days. Our Booking.com reviews (we placed two) was both dismissed as such failed to be made available to Booking.com users. Our conclusion is therefore that the Booking.com Scoring and review service is artificially manipulated and a possible outright scam, An email detailing our experience was also sent to management of the Blue Waters hotel to which we received no reply to date.

ComplaintsBoard
B
4:18 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Booking.com misleading info

Bookıng. com gave best price guarantee therefore I didnot check the other websites, but ### today they charged me thousand usd more I checked the other and as seen below for the hotel I booked eastgate tower neyyork and for the same perid 18-31 october they are all cheaper and I would save more than 600 gbp if I picked kayak. com expedia. com etc for my bookişng

Dont trust them use other websites

£132 book
Kayak & pound;151 total w/taxes
More options
£132 go
Expedia. Co. Uk & pound;151 total w/taxes
£132 go
Hotels. com & pound;151 total w/taxes
£132 go
Reservetravel. com & pound;151 total w/taxes
£156 go
Booking. com & pound;179 total w/taxes

More sites and price details

Read full review of Booking.com and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
G
G
Gill. S
Melbourne Metro Area, AU
Jul 24, 2012 8:54 am EDT
Verified customer This comment was posted by a verified customer. Learn more

We booked online with Booking . Com last week. We chose to stay at the Danubius Health Spa Resort on Margit Island in Budapest. We read our booking, checked it and then paid and printed it. When we arrived at the Resort, we were told that we had booked the ' sister' hotel accidentally. After having re read it, in fine print was written Helia ( the inferior hotel) but with the superior hotels' address in large letters. There were magnificent pictures and we were looking forward to being pampered in a beautiful resort. No refund was possible as the credit card was activated and full payment was lodged.
definitely misleading advertising.

Gill

ComplaintsBoard
S
11:48 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Booking.com has left an official reply on this complaint.

Booking.com customer satisfaction

I had made a reservation with Booking.com to the Shores of Panama from Oasis, Panama City Beach, Florda. Two days before my vacation, I called the hotel to confirm my reservation and they said my reservation had been cancelled. I called booking.com and they called the hotel to reconfirm the reservation, which they did. On my drive to the hotel on the first day of my vacation I again called the hotel to confirm my reservation and they again said it was cancelled. Booking had assured me my reservation was good two days prior to this. They ended up booking me in another hotel 4 miles down the beach away from from the rest of my family which caused me to sit in traffic for about two hours a day to get down to where my family was staying. They (Booking.com) claimed the new hotel (Caypso) was an upgrade but I have to disagree because we had less bathrooms and our east side seemed to have only one elevator working and 5 minute wait every time not to mention it was too far away from my other family members down by our orginal hotel. When I checked out, I had to pay 30% more than what I had planned for. This was the worst experience for a vacation you could have. The whole time I had the Hotel blaming Booking and Booking blaming the Hotel. What a nightmare. My Booking number was [protected].

Read full review of Booking.com and 4 comments
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
4 comments
Add a comment
E
E
Engr. Manik K. Bhattacharjee
, SG
Jan 26, 2013 1:57 am EST
Verified customer This comment was posted by a verified customer. Learn more

I was staying in Hotel 81 Elegance, Singapore for 4 nights by booking through Booking .com. On 26th Jan, 13 @ 1 pm when I requested front desk to extend my stay they charge me high rate equivalant to any Singapore 4 star hotel. This kind of fraud is not acceptable and not good business practice. The Front office boys shouted and done stupid behavior. These people has very low human value and no compromise in life. This kind of irritating peoples must be punished for better company future business.

K
K
Kristen Liggett
Chicago, US
Nov 06, 2012 8:12 am EST
Verified customer This comment was posted by a verified customer. Learn more

My booking number is [protected]

K
K
Kristen Liggett
Chicago, US
Nov 06, 2012 8:09 am EST
Verified customer This comment was posted by a verified customer. Learn more

I had a similar, terrible experience where my location was moved and the local company tried to get me into their car to take me to the new location. I felt uncomfortable and was furious with booking.com for putting me in the situation by not making me aware of a location change. i also wasted about 5 hours figuring out the whole ordeal and they are not offering a first night's refund. I plan to contact the better business bureau. Does anyone else have any issues with booking.com to aid in building the case?

I
I
Intelife
Ashland, US
Oct 03, 2012 8:57 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Please count me in on any class action suits...

I got totally screwed by this company

Intelife123@gmail.com

ComplaintsBoard
M
1:15 am EDT
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Booking.com has left an official reply on this complaint.

Booking.com price match

Booked an Hotel with Booking.com on a Saturday afternoon, found the same hotel cheaper on another web site. Which I booked with a view to cancel the Booking.com, but couldn't due to a non refundable booking, so had to cancel the cheaper one. Found out that Booking.com do a price match so sent e-mails to customer service along with a scanned copy of my booking and payment through the cheaper company to assist them with the refund. Received an email back from Booking.com saying that they can only give a price match when they are notified to investigate the price match, which as you guessed it when they got round to a price match the cheaper company had increased in costs, so sending them my booking receipt was a waste of time. I will not be booking with them again and also the company (Blue chip) which I work for will not be using them again. Regards Lynda

Read full review of Booking.com and 1 comment
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
1 comment
Add a comment
B
B
boxyboy
hocking, AU
Apr 16, 2013 11:56 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I have had a similar problem with booking.com and their price match guarantee. I booked 2 rooms for 4 adults in a hotel with booking.com then found it cheaper on another website, I requested a price match and it was denied, with the reason being that the other website was more expensive, they provided a screenshot proof showing a higher rate per night, however this was for only 1 room with 4 adults. I tried to explain that the rate was higher because the hotel charged a higher rate for quadruple occupancy rather than double occupancy, and asked them to check again and book exactly the same as what was booked through their website, unfortunately they again sent me another request denied and another screenshot with the booking wrong. On the third attempt I even sent them a screenshot of the booking on the other website, which they chose to ignore and sent me another request denied, saying that the rate doesn't change, this time they conveniently didn't attach a screenshot as proof.

ComplaintsBoard
T
11:34 am EDT
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Booking.com has left an official reply on this complaint.

Booking.com misleading and deceptive practices

My wife decided to book a one week stay in Florida near Disney. She found the Booking.com website and booked the vacation. She was aware that there were no refunds. She was also told that we would not be charged until we checked in. Unfortunately, we were charged prior to check in. There was a $1, 794.38 charge on our debit card. I was going to use my credit card when I arrived to charge the room. We had no problem with paying we just weren't ready to be charged yet and that caused us to have insufficient funds. We were able to move money into the account from another account but the point is they clearly stated we would not be charged and I had to pay a $35.00 fee at my bank. We called but got the run around. Fortunately the hotel chain is Holiday Inn and they couldn't have been more helpful. If you use Booking.com assume you will be charged right away and you can avoid this type of incident. For our part we learned a lesson.

Read full review of Booking.com
Update by timboukou
Mar 15, 2012 5:01 am EDT

Booking number 461.973.981

Update by timboukou
Mar 14, 2012 11:39 am EDT

Oh, and the original charge amount was supposed to be $1, 595.00 not $1, 794.38.

Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review

Booking.com Customer Reviews Overview

Booking.com is a popular online travel agency that offers a wide range of accommodation options to travelers across the globe. With over 28 million listings, the platform is a one-stop-shop for all your travel needs. Here are some of the positive points that make Booking.com a preferred choice for travelers:

1. User-friendly interface: Booking.com has a simple and intuitive interface that makes it easy for users to search and book their preferred accommodation. The website is well-organized, and users can filter their search results based on their preferences.

2. Wide range of options: Booking.com offers a vast selection of accommodation options, including hotels, apartments, villas, and hostels. Users can choose from budget-friendly options to luxury properties, depending on their budget and preferences.

3. Competitive pricing: Booking.com offers competitive pricing, and users can often find great deals and discounts on their bookings. The platform also offers a price match guarantee, ensuring that users get the best possible price.

4. Reliable customer service: Booking.com has a dedicated customer service team that is available 24/7 to assist users with their queries and concerns. The platform also has a user-friendly cancellation policy, which makes it easy for users to modify or cancel their bookings.

5. Trustworthy reviews: Booking.com has a robust review system that allows users to read and write reviews about their experiences with different properties. The platform verifies the authenticity of reviews, ensuring that users can trust the feedback they read.

Overall, Booking.com is a reliable and user-friendly platform that offers a wide range of accommodation options at competitive prices. With its trustworthy reviews and reliable customer service, it is a preferred choice for travelers across the globe.

Booking.com In-depth Review

User Interface and Navigation:

Website Design and Layout: Booking.com has a clean and modern website design with a user-friendly layout. The interface is visually appealing and easy to navigate.

Ease of Navigation: The website's navigation is intuitive, making it simple for users to find what they are looking for. The menu and search bar are prominently displayed, allowing for quick access to different sections of the site.

Search Functionality: The search function on Booking.com is highly efficient and effective. Users can easily filter their search results based on various criteria such as location, price range, and amenities.

Booking Process:

Availability of Accommodation Options: Booking.com offers a wide range of accommodation options, including hotels, apartments, and vacation rentals. Users can easily find available options in their desired location.

Booking Options and Flexibility: The platform provides users with flexible booking options, allowing them to choose their check-in and check-out dates, as well as modify or cancel their reservations if needed.

Payment Methods and Security: Booking.com offers secure payment processing, ensuring that users' personal and financial information is protected. Various payment methods are accepted, including credit cards and PayPal.

Customer Service:

Responsiveness and Communication: Booking.com's customer service is highly responsive and provides timely communication. Users can expect quick and helpful responses to their inquiries and concerns.

Support Channels: The platform offers multiple support channels, including phone, email, and live chat. This allows users to choose the most convenient method of communication.

Problem Resolution and Refunds: Booking.com is known for its efficient problem resolution and refund process. In case of any issues with bookings, the customer service team works diligently to find a satisfactory solution for users.

Accommodation Options:

Variety and Range of Accommodation Types: Booking.com offers a wide variety of accommodation types to suit different preferences and budgets. Users can find everything from luxury hotels to budget-friendly hostels.

Quality and Cleanliness of Accommodations: The platform ensures that the accommodations listed meet certain quality standards. Users can expect clean and well-maintained properties based on the provided descriptions and photos.

Accuracy of Descriptions and Photos: Booking.com strives to provide accurate descriptions and photos of the accommodations. Users can rely on the information provided to make informed decisions about their bookings.

Pricing and Deals:

Competitiveness of Prices: Booking.com offers competitive prices for accommodations. Users can often find great deals and discounts, especially during off-peak seasons.

Transparency of Pricing: The platform ensures transparency in pricing, displaying all applicable fees and taxes upfront. Users can easily see the total cost of their bookings before making a reservation.

Availability of Discounts and Special Offers: Booking.com regularly offers discounts and special offers on accommodations. Users can take advantage of these deals to save money on their bookings.

User Reviews and Ratings:

Reliability and Authenticity of Reviews: Booking.com maintains a reliable and authentic review system. Users can trust the reviews and ratings provided by other guests who have stayed at the accommodations.

Overall Rating and Average Scores: Each accommodation listing on Booking.com is accompanied by an overall rating and average scores for different aspects such as cleanliness, comfort, and location. This helps users gauge the quality of the accommodations.

Filtering and Sorting Options for Reviews: The platform offers filtering and sorting options for reviews, allowing users to easily find the most relevant and helpful feedback from other guests.

Mobile Experience:

Mobile App Availability and Functionality: Booking.com has a mobile app available for both iOS and Android devices. The app offers the same functionality as the website, allowing users to search and book accommodations on the go.

Responsiveness and User-Friendliness on Mobile Devices: The mobile app and mobile website are highly responsive and user-friendly. Users can easily navigate and make bookings using their mobile devices.

Features and Benefits of the Mobile App: The mobile app provides additional features such as push notifications for booking updates, exclusive mobile-only deals, and the ability to save and manage bookings offline.

Loyalty Program:

Benefits and Rewards for Frequent Users: Booking.com offers benefits and rewards for frequent users through its Genius loyalty program. Members can enjoy perks such as free room upgrades, late check-outs, and exclusive discounts.

Membership Tiers and Perks: The Genius loyalty program has different membership tiers based on the number of bookings made. As users move up the tiers, they unlock additional perks and benefits.

Ease of Earning and Redeeming Points: Earning and redeeming points in the Genius loyalty program is straightforward. Users earn points for each completed stay, and these points can be used to unlock discounts on future bookings.

Additional Services:

Car Rental and Airport Transfers: Booking.com offers car rental and airport transfer services, making it convenient for users to arrange transportation during their trips.

Activities and Tours Booking: Users can also book activities and tours through Booking.com, allowing them to plan their entire trip in one place.

Travel Insurance Options: While not directly provided by Booking.com, the platform partners with insurance providers to offer travel insurance options to users. This provides an added layer of protection for travelers.

Privacy and Security:

Data Protection Measures: Booking.com takes data protection seriously and implements measures to safeguard users' personal information. The platform complies with relevant privacy regulations.

Secure Payment Processing: The payment processing on Booking.com is secure, ensuring that users' financial information is protected during transactions.

Privacy Policy and Terms of Use: The platform has a comprehensive privacy policy and terms of use that outline how users' data is collected, stored, and used. Users can review these policies for transparency.

Overall User Experience:

Overall Satisfaction and Recommendation: Users generally have a positive experience with Booking.com and are likely to recommend it to others. The platform consistently delivers on its promises and provides a reliable booking service.

Strengths and Weaknesses of the Platform: Booking.com's strengths lie in its extensive accommodation options, competitive pricing, and reliable customer service. However, some users may find the search results overwhelming due to the sheer number of options available.

Comparison with Competitors: Booking.com stands out among its competitors due to its wide range of accommodation options, competitive pricing, and user-friendly interface. It is often considered one of the top choices for booking accommodations.

Pros and Cons:

Key Advantages of Using Booking.com: Booking.com offers a user-friendly interface, a wide range of accommodation options, competitive pricing, and reliable customer service. The platform also provides a loyalty program for frequent users.

Potential Drawbacks or Limitations: Some users may find the overwhelming number of accommodation options on Booking.com to be a drawback. Additionally, the platform's cancellation policies may vary depending on the property, which can be a limitation for some users.

Summary and Conclusion:

Final Thoughts and Overall Assessment: Booking.com is a highly recommended platform for booking accommodations. It offers a user-friendly interface, a wide range of options, competitive pricing, and reliable customer service.

Who Would Benefit Most from Using Booking.com: Booking.com is suitable for all types of travelers, from budget-conscious individuals to luxury seekers. The platform caters to a wide range of preferences and budgets.

Recommendations for Improvement: One area for improvement could be providing more detailed information about cancellation policies upfront to avoid any confusion for users. Additionally, enhancing the search filtering options could help users narrow down their choices more efficiently.

How to file a complaint about Booking.com?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account to proceed. If you do not have an account, please register by providing the required information and verifying your email address.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Booking.com. Make it specific and clear, such as "Overcharged for Hotel Stay" or "Reservation Not Honored at Check-in".

4. Detailing the experience: In the complaint details section, provide a thorough description of your experience. Include key areas such as:

  • The nature of your booking (hotel, flight, car rental, etc.)
  • Details of the problem encountered (incorrect charges, poor customer service, etc.)
  • Any correspondence or interactions you had with Booking.com's customer service
  • Steps you have taken to resolve the issue with Booking.com and their responses
  • The personal impact of the issue, such as inconvenience, financial loss, or stress
  • Relevant dates and times of your booking and the issue
  • Confirmation numbers or reservation details

Be as specific as possible to give a clear understanding of the situation and why you are dissatisfied.

5. Attaching supporting documents: Attach any relevant documents or evidence that supports your complaint, such as receipts, confirmation emails, or correspondence with the company. Do not include sensitive personal information like credit card numbers or passwords.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue. In the 'Desired Outcome' field, specify what resolution you are seeking from Booking.com, whether it's a refund, an apology, or another form of compensation.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your desired outcome is reasonable and clearly stated.

8. Submission process: After reviewing your complaint, click the 'Submit' button to file your complaint on ComplaintsBoard.com. Ensure that you have filled in all the necessary fields and attached any supporting documents.

9. Post-Submission Actions: After submitting your complaint, monitor your ComplaintsBoard.com account for any responses or updates. You may receive feedback from other users or even from Booking.com representatives, so it's important to stay engaged and respond if necessary.

Frequently asked questions (FAQ) about Booking.com

Expand Collapse all
Is Booking.com a legitimate website for booking accommodations?

Yes, Booking.com is a legitimate website, providing a platform for users to book accommodations, flights, car rentals, and other travel services.

Can I trust Booking.com with my personal information?

Booking.com has security measures in place to protect user data, but it's always a good idea to read their privacy policy to understand how your information is used.

Are the reviews on Booking.com genuine?

Most reviews on Booking.com are from verified guests who have completed their stay, but as with any platform, it's important to read multiple reviews to get a well-rounded understanding.

Do the prices on Booking.com match the actual costs of accommodations?

Booking.com aims to provide accurate prices, but it's still important to double-check the final price, taxes, and fees during the booking process.

How reliable is Booking.com's customer service?

Booking.com offers customer support through various channels, but individual experiences may vary. Be sure to check online reviews for a better understanding of customer satisfaction.

Are the pictures and descriptions of accommodations on Booking.com accurate?

Property owners and managers provide the photos and descriptions, so while Booking.com attempts to ensure accuracy, it's always best to research the property independently as well.

Can I get a refund or modify my reservation on Booking.com?

Cancellation and modification policies vary by property and booking. Check the specific terms and conditions for each reservation.

Are the special deals and discounts on Booking.com legitimate?

Deals and discounts on Booking.com are generally legitimate, but be sure to read the terms and conditions to understand any restrictions or limitations.

Will Booking.com charge hidden fees during or after the booking process?

Booking.com displays all mandatory fees during the booking process, but additional charges, such as local taxes, may apply depending on the property.

Can I trust Booking.com with my credit card information?

Booking.com uses secure technology to protect your credit card information, but it's always a good idea to monitor your statements for any suspicious activity.

Is Booking.com affiliated with any reputable organizations?

Booking.com is part of Booking Holdings Inc., a reputable global online travel company that also owns Priceline, Agoda, and Kayak.

How long has Booking.com been in business?

Booking.com was founded in 1996, and has since grown into a well-established online travel agency.

Are there any known scams associated with Booking.com?

Like any online platform, Booking.com may occasionally be targeted by scammers. It's crucial to be vigilant and report any suspicious activity to their customer service.

Is Booking.com's mobile app safe to use?

The Booking.com mobile app is considered safe, but always download it from official app stores and read reviews to ensure you have the genuine app.

How does Booking.com handle disputes between guests and property owners?

Booking.com offers support for resolving disputes, but the extent of their involvement depends on the specific circumstances.

Does Booking.com have a loyalty program, and is it worthwhile?

Booking.com offers a loyalty program called Genius, providing benefits such as discounts and perks. Users should evaluate if the program suits their travel needs.

Are the star ratings on Booking.com reliable?

Star ratings on Booking.com are generally reliable, but it's still important to read reviews and research the property for a comprehensive understanding.

Does Booking.com guarantee the lowest prices for accommodations?

Booking.com offers a price-match guarantee for certain bookings. Be sure to read their terms and conditions for more information.

How can I contact Booking.com, a trusted online travel agency, for assistance with bookings or inquiries?

Need assistance with your bookings or have inquiries? Contact Booking.com at +44 203 320 2609 or +1 888 850 3958. Their helpful customer support team is ready to assist you with your travel needs.

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Contact Booking.com customer service

Phone numbers

+44 203 320 2609 +1 (888) 850-3958 More phone numbers

Website

www.booking.com

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with Booking.com?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Booking.com Customer Service. Initial Booking.com complaints should be directed to their team directly. You can find contact details for Booking.com above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about Booking.com. Discuss the issues you have had with Booking.com and work with their customer service team to find a resolution.