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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.
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Booking.com reviews & complaints 1689

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10:50 pm EST
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Booking.com glitches during booking process caused incorrect reservation

I searched for a hotel in NYC for 3/2/2001. When I clicked through to Booking.com, their system transposed the date and month values, and the hotel received a reservation for 2/3/2001. I of course did not realize the glitch until I called to confirm with the hotel a few days prior to my trip. When the hotel couldn't find my reservation for 3/2 I checked my CC statement and saw that I had been charged as a no-show a month prior.

Unfortunately, since the hotel is not at fault, they have no incentive to offer me a refund or apply my charges towards another reservation. I called Booking.com where I spoke with an agent who initially tried to blame me for the mixup. When I told him that I would be contacting Kayak.com about the issue, he offered to call the hotel, but could not get them to refund or reapply the charges. He then told me that I was basically out of luck, and because Booking.com doesn't take payments from customers, they don't issue refunds.

This company does not stand behind their service, and when errors occur within their system, they blame the customer. They are unreliable and will leave you stranded with no recourse!

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Update by bsanders44
Feb 29, 2012 11:26 pm EST

Correction: the dates in my complaint should be 2011, not 2001.

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4:13 pm EST
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Booking.com insecurely providing guest credit card details to third party

  An awful experience at Elphin Villas in Launceston. I've made a booking via BOOKING.COM of 2 bedroom studio for 4 person with confirmation that confirmed the rate at $150 however we were told $150 is for 2 person to stay in a 2 bedroom studio so $60 more has to be charged for extra 2 person upon check in. I then contacted BOOKING.COM and they said its kind of misunderstanding in which they will deal with the hotel to remain unchanged the rate. However the Receptionist Cathy couldn't be more than rude. She had never listened to the guest and kept saying that we are CHEATING in which she noticed that I did require for 4 person stay in the booking. I had never tried to cheat that we are 2. So I requested to see the manager Tania Seward for help and let her to talk to the agent but she ignored. As a hotel manager she had never tried to listen and help the guest but put all the responsibility on the guest's side even she noted our confirmation showed $150 but still insisted to charge us $210. I expressed I felt upset that her staff Cathy was terribly rude to said we were CHEATING, but she agreed and used her finger to point at the guest when we were making complaints.  It's unbelievable as a hotel manager could be such ridiculous and even couldn't handle such a minor case. Since we felt like being set so we decided to cancel the book then I called the agent to cancel the booking without any pentalty. However, Tania said we could do whatever we like but she will still charge our credit as late cancellation fee. I explained that it's not we intended to give up the accommodation but the problem was the rate showed difference in which was not our fault. 

Since she insisted charging us instead of letting us cancel the booking, we took a look of the room. ********The interior badly need renovation. Its very old and the beddings are dirty. The lightings also inadequate. Quite bad impression generally. *******We decided not to take the room due the the awful conditions and asked the hotel not to steal money from us but Tania horribly replied that it's not her money and she doesn't care. We then contacted BOOKING.COM again for help, the Senior Customer Care Excutive was surprisingly encourged tge hotel to CHARGE us even we were unhappy to the room rate difference, bad conditions of room & awful service of the hotel ! Since we felt helpless and wanted to call police. The awful manager Tania said she was happy to call the police for us but the police won't involve and no one could help us. After wasting 4 hours time there we left and my credit card was charged $210 right after. It's irridicuous to be charged for 4 person as it should only be charged the basic room charge for late cancellation or no show. We found that we were over charged then we called the hotel receptionist Cathy who stated that she didn't know anything and couldn't contact with the manager Tania then ignored the overcharge issue. I then called Tania on the next day regarding the over charge however she replied that she didnt understand what I meant and hung me up again. I felt so disappointed with this awful experience at Elphin Villas in Launceston.

We found NORTH LODGE with nearly a half price to stay in a penthouse. The hotel manager Renee  was so kind and helpful. She welcomed us and started conversation with us. After she found that we've got such a terrible day she then free upgraded  us to a penthouse with spa in the room as she also disagreed the attitude and the bad handling of Tania in which she would like to try her best to give us a pleasant stay and forget the bad impression about Launceston. I very much appreciated  Renee as she has the right attitude to work in the hospitality industry.

I'm working for Hilton Hotel & I have never seen a hotel manager could be that horribly rude & a hotel could over charged the guest and stated that it's according to the owner's instruction ! Moreover BOOKING.COM provided guest credit card details to the hotel and allow them to charge the guest without any responsibility ?!?!? It's awful & ridiculous  !  How could a hotel manager & customer excutive to do such awful thing to ruin a happy vacation of the tourist?! 

Anyway, trust me, don't stay at ELPHIN VILLAS and never make booking with BOOKING.COM. Its not worth the money. There are numerous motels along elphin road and we paid cheaper price finally but stayed happily at another motel with a magnificent view from the balcony. Don't risk spoiling your holiday like we did. 

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8:29 am EST
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Booking.com credit card number not valid

Booking. com website won't accept my credit card number ("please enter a valid credit number") , although I entered the number perfectly correct and it worked well on expedia.
Impossible to contact the company as there is no phone number and not even a contact form on the website

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8:10 pm EDT
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Booking.com - misleading content

A few weeks ago I made a booking through booking.com for Star Hotel B&B in London. During the booking process the statement "there will be no fees charged on my credit card" was often shown. Beside that the hotel policies also stated that there would be no costs charged on my credit card. Although they did refer to the room description which could differ...

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12:13 pm EDT
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Booking.com change of dates

Booked hotel from Oct 4 for 2 nights. On the 3rd contacted booking.com to say we could not make those dates as my husband was unwell. They did not contact the hotel until the 8th at which time the hotel told them we should have given alternate dates before the booking expired. If we had known that on the 3rd I would have come up with alternate dates. We have lost about 350 euros and booking.com are denying any responsibility. If I had booked direct with the hotel I would have known their policy but I expected booking.com to act on our behalf.
Any help you can give will be appreciated.

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9:32 am EDT
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Booking.com cancellation o hotel room 2 days before due to attend a family wedding

I was due to travel a considerable distance to attend a family wedding, and 2 days before I was to stay at the burnhouse manor hotel the hotel sent me an emal to cancel, they advised it was the booking. com's fault. When I called booking. Cm they advised it was not their problem. This caused a big family arguement at a time that should have been a celebration. I am getting no where with either the hotel or booking. com

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Boston .MA .USA
, US
Aug 26, 2012 10:02 am EDT
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Fake room Advertisement I booked room true Booking.com My wedding night That was a 3 room type I booked Corner suite i was really happy i show my wife picture everything about room .::::::::::::::::::::::::::::::::::::::: ( When i was in hotel They give me Standard it was really small room ! plus they embarrassed front of my wife . it was bad Night caused wife argument I called many time Booking .com They ignore my call Also Hang Up the phone ... I Will see them Court I file a claim Also They don't want to Give me Booking.com Post But I found I also Two big Newspaper my city. Also Sent BBB Office that complain ...

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6:19 pm EDT
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Booking.com unreliable system of booking.com

I booked the hotel on booking.com for my vacation on Aug. 17-21st in Cambodia. On Aug.22, I got a feedback request email from booking.com about Terrasse des Elephants Hotel & Restaurant which was not the hotel that I stayed. There is a tool named “my booking” on Booking.com. On the FAQ of Booking.com, it says “you can cancel or change your booking via our self-service tool “my booking”. There is no record of the booking of Terrasse des Elephants Hotel & Restaurant in my “my booking” page. I cancelled all the other hotels in “my booking” except the one that I stayed. I trusted their system and thought it was convenient to manage my bookings in their system. I didn’t double-check those confirmation letters mailed to me because I thought it wouldn’t be necessary since they got all my bookings in their system. After I got the feedback request mail, I found the confirmation letter of Terrasse des Elephants Hotel & Restaurant and interestingly saw the very same phrase “you can cancel or change your booking via our self-service tool “my booking”” in it. How could I cancel a booking that is NOT in “my booking”? The cancellation policy of this hotel is that they will charge the total price of reservation in case of no-show. I called the bank and realized that I haven’t been charged yet. In order not to be charged, I mailed to Booking.com to explain this situation and they just simply replied me the cancellation policy. On Aug. 23, I mailed back and then their response are as follows:

Please note that the booking can be shown in the "my booking list" only when the guest loges in first before making reservations, otherwise, it will not be shown in the list. However, if you do not see your bookings in you list, it doesn't mean it is not in the system. When you made the reservations and clicked the button of "confirmation", the booking then has been made and confirmed by booking.com. A confirmation letter was expected to deliver to your email address. If you do not receive the confirmation letter, you are responsible for contacting us again.

I hope the answers above address your concerns.

And we are also contacting the hotel and seek the permission to waive the penalty for you. And we are currently waiting for the response.

We will get back to you as soon as possible when we receive the reply.

If you have any further questions, please feel free to contact us.

Kind regards,
---
Lijuan Yang
Customer Service Team

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I thought that means customers can’t trust their system because the records in “my booking” probably NOT ALL of their bookings. Why do they offer this tool and keep telling customers to manage and cancel their bookings via this tool? No response from booking.com on Aug. 24 and then I got a “noshow” letter on Aug. 25. It said that I was noshow at Terrasse des Elephants Hotel & Restaurant and will be charged $260 which is the total price of reservation. I am really worried about they’re going to charge anyway because they got the information of my credit card. I am still waiting for their response. Please beware of their unreliable system.

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Update by Yinchen
Aug 26, 2011 8:28 am EDT

I got the reply from hotel Terrasse des Elephants Hotel & Restaurant today. They said they've received the cancel from booking.com and I won't be charged. I just wanna remind everyone who is going to book on booking.com, make sure to double-check your email and "my booking" to avoid such a situation.

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11:12 pm EDT
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Booking.com false advertisement of picture of hotel

I booked a hotel with booking.com for my vacation for August 10-17th in waikiki, Hawaii. The pictures on the website on the hotel didn't look nothing like the hotel realy looked like. The website said that the hotel was a 3 1/2 star hotel but that was a lie more like 11/2 maybe a 2 star hotel. The furniture was all old and out of date the hot water in the shower didn't work and the lights didn't want to come on we had to keep turning it then it popped on. The bed spreads was all olded and out of date. We where very unhappy and unsatisfied with the room that we checked out 5 days early then we was going to. This mess up our vacation. Cause this room and hotel was not confortable to us. And to us this was false advertisement and i don't believe that this was right. We wasted $232.00 on this hotel. I will never use this website again for nothing and will not tell anyone esle to use it or the hotel. Cause it doesn't look like what it realy does. I am very very unhappy with this hotel and booking.com. What booking.com need to do is to make sure that the hotel pictures looks like it realy does before they put them on there site.

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6:51 am EDT
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Booking.com stolen credit card

My credit card number was stolen during hotel booking on booking.com. Then it was charged with some crazy facebook expenses (probably facebook credits). This credit card I never used before on internet as it was a new one - only used on booking.com. What is strange is that this expenses were made on first day of my stay at hotel (no, it was not charged by hotel nor by booking.com). So it seems that one who stole my credit card numbers knew also the time when I was travelling and was difficult for me to check credit card expenses. It was not a large amount of money (30EUR) but when you multiply it by a thousand possible credit cards then it is a lot.

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Goose Chef
, US
Jan 04, 2016 8:54 am EST

Interesting myself and my brother have had card details stolen. Both of us seem to think it is booking.com who are the link. All are other transactions are people who we use/ know/trust etc. Similar outcome card details being used in USA (with both live in UK).

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sheii
Mangilao, US
Jan 03, 2014 8:56 am EST

I to had the same experience. I made a reservation with booking.com giving my credit card information for the first time online because my credit card was new too. That was the last time I used my card and three days later. I received a call from my bank that there has been 12 posted transaction online which I never knew about. I had lost about $1, 782.00. Never trust and never make any reservations with booking.com. That business cannot be trusted. I followed-up with my bank and they informed me that they will investigate where the transactions took place. I hope this will bring justice, my money back and not only that, we need to spread the news to others to be careful when giving away their credit card info. now a days, online websites can't be trusted. It's easy for people to hack and get peoples info.

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willie001
, ZA
Nov 11, 2013 8:31 am EST

I experienced the same loss from my credit card on Friday the 8th of November 2014. Three different amounts got deducted from my credit card from different sites, and that was much more than the total bookings I made in a matter of seconds on that day.
I immediately cancelled my credit card and all my bookings on booking.com. I explain to them the situation, and they did not even apologized. I am making a fraud case against them, so hopefully I get some response back.

Please do NOT use BOOKING.COM at all.

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1:04 pm EDT
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Booking.com charged twice

booking.com charged me for 4 rooms when i only booked 2 rooms, they will not return any money, they are just passing the buck

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MickeyDee
Bournemouth, GB
Jun 27, 2013 1:25 pm EDT
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this organisation booked me into the same hotel twice on the same night in the same room and then refused to accept what they had done! They told me I'd have to pay twice over. Basically you're dealing with a computer and the human factor is missing, so mistakes aren't rectified. It takes ages to get a response to inquiries from a humanWon't be using them again, it certainly wasn't the hotel's fault.

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7:37 pm EDT
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Booking.com responsibility for misinformation

I have toured some countries with the booking.com's hotel reservation on may.
But there happened a serious problem.
When I came back, I received e-mail that noticed no-show payment for 4 hotels.
Suprising with the e-mail, I reviewed the situation.
I remember I cancelled all the hotel that I couldn't to go among the hotel I have booked
There is a 'my booking' page in the booking.com site, and there is a 'all my bookings' list in the 'my booking' page.
At last, I found that there aren't the names of the controversial 4 hotels in the 'all my bookings' list.
So, I couldn't realized that those hotels were booked.
I have thought that the booking.com site is very well-systemed and perfect.
I couldn't imagine that there were omitted hotels among the 'all my bookings' list.

I appealed to the customer service woman of booking.com company.
She explained it's the reason that I have booked without log-in.
I wonder why it expressed 'all my bookings' that are by no means all my bookings.
I was confused with the serious wrong information of booking.com company.
After my appeal, the company changed the 'all my bookings' to 'my bookings' in the site.
But they refused to refund for me.
Please let me know what can I do in this unjust situation.
Thank you.

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goldleo
, RU
Nov 14, 2011 2:29 pm EST

Dear Sirs, I booked an hotel Le Bains in Brides-Les-Bains (France). Price for double room has been specified as 1484 EUR with striked-out price of 1764 EUR. It was difficult to understand to which room type (size, conditions) is related as not clear from description and cannot be compared with price on Hotel site. All other prices for rooms was 1848 EUR and 1932 EUR without any stiked out prices. When I contacted agent about this price difefrence, he explained that there was a fault and they corrected it. Today I checked prices and found that prices shown as reduced - prices for 2128 EUR and 2226 EUR appeared and STRIKED-OUT. This is really unfair to your clients and show very bad picture about your business. Yours sincerely, Anton

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MsME
, US
Sep 16, 2011 10:19 pm EDT

Contact your credit card (the bank that holds it) to dispute the charges. They should be able to help. VISA and Mastercard both have consumer protection rights to protect consumers against merchants who abuse credit card transaction formalities. Good Luck!

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10:43 am EDT
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Booking.com - defamatory review

a guest had written a defamatory review about hotel staff and booking.com approved it. Staff members have no right to reply on the website

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9:22 pm EDT
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Booking.com wrong charge

Made a reservation through the booking.com in hotel .Anjou Paris 18.05.2011 There was " technical problem" and they moved me to another hotel nearby. I had to go on foot with heavy bags to hotel Globe. It was in a bad neighborhood, dirty although this I pay hotel Globe. Booking.com charge me first hotel Anjou too. I wrote at least 10 complaints to Booking.com... How long will my money be returned, but they can only apologize and nothing do.
DO NOT USE BOOKING.COM

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Gthere
Sydneu, AU
Aug 20, 2011 8:58 am EDT

Booking.com just kelp sen ing email, they stole my money

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Gthere
Sydneu, AU
Aug 20, 2011 8:57 am EDT

I am finding the same problems with this company. My credit card detail have been fraud used by a motel

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10:50 am EDT
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Booking.com robbed

Like others on here I was also robbed by booking.com and Leonardo Hotel in Charleroi and strongly suggest you avoid this scam of a website like the plague. After the Leonardo Hotel in Charleroi overcharged me I inquired into booking.com why the posted rate was not being followed. They told me they would look into it and get back to me. In the interim they billed my credit card the full amount. When they told me they didn't know why it was higher but thought it might be 'due to taxes' I cancelled my reservation with Leonardo Hotel in Charleroi. However, as my booking was last minute and the final information on the rate was not provided to me until after the deadline to get my money back had passed, they told me that the cancellation policy was violated and it was too late. Oh, and why was I charged more you ask? They told me that I had elected to apply for the 'flexible' option where you can cancel anytime which was untrue. So, in the end they billed me for an option that should have protected me from late cancellation and still did not honour that! Do not use this website.

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Update by DerekC
May 14, 2011 11:41 pm EDT

Vitor_78 is likely a booking.com employee. First post ever is in here defending them. The hotel did charge my credit card with booking.com's compliance as I noted. Don't trust anyone who tells you this is a legitimate company. Once they have your booking they could care less about the customer. I used them a few times successfully but as soon as there was a problem, Booking.com was on the Hotel's side- not their customer's side.

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Vitor_78
, BR
May 14, 2011 11:03 pm EDT

I use Booking.com for 5 years now and I never had any problem like that. On the terms and conditions you can read that Booking.com cannot charge your credit card. I bet the hotel did charge your credit card and not B.com. Like on any other online transaction you must read the cancellation policy. I cannot understand if you did by reading your post.

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8:49 pm EDT
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Booking.com hotel booking made with booking.com

During the month of March, I attempted to make a booking to stay in a London hotel. My stay in London was subject to change, so I needed to book with a hotel who would be able to change the dates of my stay, or cancel my booking without deducting the full cost of the stay.
I used Booking.com for this, and that was a huge £500 mistake.
My booking went through smoothly, and I was very happy with how smooth the website interface was, and how clear everything was. However, when my booking confirmation came through it was for a room I did not book. I have a screenshot of the details I requested, part of which was that I would pay an additional £30 to be able to change my reservation without penalty. The reservation confirmation email, however, did not confirm this to me, and instead showed a room which could not be canceled.
I instantly phoned up their customer service number, and spoke to a woman who assured me that they would be able to fix the problem, and would keep in touch to let me know their progress. I was also emailed by them, in which they confirmed they would contact the hotel and make the changes to my booking so that I would be charged for what I had asked for, as opposed to what I was given.
I emailed weekly asking for updates, and they replied promptly informing me that the hotel was yet to respond. However, in mid April they stopped contacting me. I finally sent a complaint to them, demanding to know how the situation had been handled, They sent me an automated email, and then this was followed by an email denying they claimed to be able to fix my booking. I complained once more, stating how unprofessional this was, and that they assured me they would be able to fix what had gone wrong in the confirmation stage of my booking. I was sent another automated email, and this continues with each complaint I file. The customer service staff are very unhelpful also.
As it turns out, my date of stay has had to be changed to the following week, so I will not be able to use the hotel they are forcing me to pay for, despite the fact I will not be in London that week, and specifically asked for a hotel which would allow me to amend the details of my stay.
If they had told me in my initial phone call that they would not be able to amend my booking, I would still be mad but I would not need to complain since that would have been honest of them. I'd be furious that I was down £513, but there would have been no false hope, and no lies or deceit. However, as it is they continued to lie to me for over a month, leaving me me email after email reassuring me that my booking would be fixed.
I've found the staff at booking.com very condescending, dishonest ad untrustworthy. Very quick to take your money, but once they have it they will no longer help you with anything. Unfortunately it took me £513 to discover this, but I would recommend that anyone else even considering using booking.com instantly slap themselves in to sanity and navigate away from their site.
Their final email to me reads, "We hope to be your choice for future online reservations.", so naturally I will spread the word as to just how ghastly they really are. I will never use them again.

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Tuli Kundu
, IN
Jun 03, 2016 8:38 am EDT

We booked Orange Pekoe hotel (OOTY) from Booking.com for 1st May, 2015 to 3rd May 2015. We received a confirmation email from them and we called the hotel who confirmed our booking. On the day we were due to reach OOTY (1st May, 2015), we called the hotel, they completely deny of having any booking with them. They said that they haven't received our booking id via mail from Booking.com which is apparently the only way of contact.
We contacted Booking.com who kept on buying time by saying they cant contact the hotel and will contact in half hour. Atlast at 6.00 in the evening when we had reached OOTY, they said they cant do anything else.
It was a nightmare getting a hotel during the rush time. This website is a fraud.

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anna breslin
glasgow, GB
Jun 06, 2011 1:34 pm EDT

I am also having severe problems with booking.com, I cancelled a hotel reservation and was informed I would be charged only two nights it turns out I have been charged over £1000 even though I have sent booking.com the email advising my reservation was cancelled but still no refund I now have my solicitor, my bank and the office of fair trdaing investigating this matter my advise is DO NO USE BOOKING.COM my company has already stoped using them and all of my friends and family. A Breslin

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11:55 am EST
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Booking.com false feedback on hotels

Booking.com violates everyday the right of answer concerning guests reviews on Hotels. This means that comments can be made to the hotel, no matter what they say, that they won't be removed and answering will not be possible. Also fraud is possible, because hotel owners can make reservations on similar hotels just to make bad reviews and improve their own competitive conditions. Booking.com doesn't care about the hotels that they sell, no matter how stupid and unfair comments are. Maybe hoteliers would do better business in investing in Adwords Google campaigns directly instead of giving a commission to Booking.com

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5:45 pm EST
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Booking.com poor customer service

Beware of Booking.com

I booked a hotel in Malmö, Sweden (Mayfair Hotel Tunneln) using this service on Dec 12 and I thought everything went smooth. I cancelled the hotel reservation around two days after (around Dec. 14) (good couple of days before the actual stay- Dec 18) and I thought the cancellation went through as I saw "Your reservation has been cancelled" message on the screen.

Stupid me I didn't notice that there wasn't any mail coming through with the message. Either that or I got a mail and it went directly to my junk folder. I didn't think there was problem since I saw the message on the computer and thought that the cancellation went through.

Only that I found out on the last week of December that my credit card had been charged by the hotel.

I called Booking.com and they wanted to see the confirmation message and by then I realised that I had none. I asked them if they could see me logging in to the website on Dec 14 and see any activity related to it and they LIED saying that they couldn't see me logging on AT ALL after I made my booking Dec 12.

I logged in either Dec. 13 or Dec 14 to cancel it and I logged it again the day after to see if the cancellation was indeed through. My booking was already gone from the page so I thought it went through but Booking.com said they couldn't see me logging in (with the pincode at all).

I told Booking.com that there must be a system failure here that cause the cancellation didn't go through and the fact that I got no mail but they persisted saying that their system was TOP NOTCH.

I tried to contact the hotel manager but they also failed to provide good answer and referred me back to Booking.com as the hotel didn't get any cancellation message from Booking.com either.

I went browsing the net and found that there were others with same cancellation problems like mine and it pisses me off that they didn't even want to admit the possibility that there MIGHT be system failure on their side and that causes me losing my money (around 750 DKK)

In the end, Booking.com sent me a message in Swedish that they were SORRY that they couldn't refund me.

So that you know you better beware when you book a hotel room through their system and cancel it. Check and re-check. Don't even expect anything from them and their useless customer "service".

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Speedwayabs
, GB
Sep 29, 2015 11:56 am EDT
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DO NOT USE BOOKING.COM UNDER ANY CIRCUMSTANCES...
THEY ARE ROBOTS AND NOT HUMAN"...

Darren Hutton is the name of the CEO of Booking.com
I will post his email address after this message...
PLEASE EMAIL HIM DIRECTLY WITH YOUR COMPLAINTS...
DONT GIVE UP! GET THE JUSTICE YOU DESERVE...

I emailed him and I got a response from a investigation team saying the exact same thing. I had been told about 100 times before...there is no record of you cancelling...so basically leave us alone

I made a booking through BOOKING.COM then I cancelled that one because I found a better hotel.
Then I cancelled again because I was having childcare issues that were resolved on the same day. So I rebooked the same hotel, I am not sure if when rebooking the same hotel I had already cancelled this somehow confused your booking system.
Because of personal problems I had to cancel again. I followed the instructions via the website but got a message saying I would get a confirmation email of the cancellation but nothing came through. So the next day I did the procedure again but still no email, so I did it a THIRD TIME. and even though I got no email I was sure with my doing it THREE TIMES it must have gone through. I thought nothing more of it and then a few days later I got an email asking if I stayed at the hotel or not, I followed the link and I selected the reason for having to cancel and gave my reason. I GOT A MESSAGE ON THE WEBSITE SAYING WE APOLOGISE FOR ANY INCONVENIENCE. WE WILL REVIEW THE SITUATION AND CONTACT YOU SOON.
GUESS WHAT I NEVER HEARD ANYTHING FROM ANYONE.
I then checked my bank statement and the hotel had taken money from my card. I immediately rang Booking.com and spent nearly TWO HOURS speaking to various Managers all of them saying THERE WOULD BE A RECORD IF YOU HAD CANCELLED THIS. (I NOW AM FULLY AWARE OF HUNDREDS OF PEOPLE THIS HAS HAPPENED TOO.
There must be a record of this glitch in the system somewhere. BOOKING.COM are obviously aware that there is a problem because one customer saying that they cancelled and it didn't go through they would not worry about but hundreds of customers...THEY NEED A REALITY CHECK!
Booking.com THERE IS A PROBLEM SOMEWHERE WITH YOUR SOFTWARE...IT IS NOT ALL BLACK AND WHITE. SOMEBODY TAKE RESPONSIBILITY AND LISTEN TO SO MANY DISGRUNTLED CUSTOMERS AND TAKE SOME ACTION!

the more people that write about there experiences on here the more the company WILL HAVE TO ADMIT THERE IS A PROBLEM!

So please let us join together if you have had a problem with the IT software and cancellation issues...and lets contact WATCHDOG.

please email me on andreanobody44@gmail.com
As I am very interested if this has happened to you?..

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J. McGowan
Derry, GB
Jan 30, 2013 12:53 pm EST

We booked an apartment in Sligo, Ireland in September 2012 through booking.com and were due to go in a few weeks time (Feb 2013). Received confirmation email from the apartments and the money was taken from my credit card. Yesterday, booking.com emailed me to say the apartments had ceased trading and that we had been rebooked into a hotel. Not pleased as we booked an apartment for the freedom to come and go as we pleased with our 7 year old and not feel restricted as sometimes hotels can be. However we got over it and contacted booking.com to say we would accept the rebooking. Received another email today from booking.com to say sorry...made a mistake...you are not booked into the hotel...you can cancel for free (bloody cheek...cancel what - the apartments are no longer trading!) Basically the email said cancel and rebook. I phoned them up and they were useless. I asked if I could transfer my booking to another hotel but they said they could not take bookings by phone but that I could use their website. When I asked about my money, they told me I had to contact my bank to get the money back on my credit card. So, long story short, I was told to go sort out my own break (out of my pocket) and get the refund sorted myself too! When I asked what booking.com could do for me, I was told nothing. The apartments were paid directly so booking.com did not want to take any responsibility. Incompetent and uncaring doesn't even cover it. I will never book another hotel through this company again and will make sure to let friends and family know about my experience.

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netty64
London, GB
Feb 01, 2013 6:31 am EST

I am having exactly the same issue and being passed back and forth between the hotel I had to cancel and Booking.com. I cancelled the room and I was told I did not. Beware of Booking.com - I will NEVER use it again, nor will I use Bewleys Hotel at Manchester Airport.

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Encabachon
, AE
Jun 28, 2011 2:20 pm EDT
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I see that this complaint was lodged before the 3rd of January. Booking.com's customer service team responded at the end of June?

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12:43 pm EST
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Booking.com to cancel hotel reservation

Les clients ont accéss à la réserve de chambre sur le site de l'hotel, que fait le link avec secure-hotel-booking.com. Pour l'annulation, le link de l'hotel ne remet pas à celui de secure-hotel-booking.com. Avec mon avis, l'hotel a pris bonne note de l´annulation avant les 48 heures de la réserve. Par contre, j'ai pas trouvé le bon link d'annulation de la réserve avec le délais nécessaire. L´Hotel disait que c'était avec le site de réservation et, pourtant, je n'avais jamais pris en autre chemain que celui du site de l'hotel à l'internet. Il devrait être obrigatoire d'avoir le link d'annulation sur le site de l'hotel, car le chemain pour la réservation est chez l'hotel.

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Mwende-Monique
, US
Sep 02, 2017 4:46 am EDT

I am very very dissapointed after my last booking on booking.com.

Are they really out to con people ? I don’t think/hope so.

I have used booking.com a LOT (also with other logins for my sons and daughters travels), this is the first time I am hit in my face.

2 days ago I came to Rikkeshoeve and he showed me his booking paper where
1 person was stated instead of the 2 I had booked.
He said : check your email and indeed ONLY in the email I saw you had send me a
1 person booking ? While I NEVER asked for 1 since I was planning all along,
clicked all along that my daughter was coming along !

At 15:30 he promised me to ”open the booking again on booking.com, so that if he got a new booking, he’d refund me” (I’ll be honest in that, were his exact words)
Only to tell me the next morning when I asked wheter he had succeeded ”no, sorry, I close all bookings at 14:00, since I have to know what to expect”

Numerous messages and phonecalls to booking.com didn't bring a solution (I just need 70€uro back) for i actually CAN read and DID book for 2

Just try to make the same booking :
search for 2 adults
choose the 2 man icon room
choose 1 room
etc etc
you'll see everything will be showing 2.
Than you have your booking nummer (so you do NOT read the email) and than...you're cheated BIGTIME

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Gabriela Boicu
, US
Sep 21, 2016 6:54 am EDT

In August 2016 I've booked a room with Booking.com for one night in Barcelona. I gave the hotel my credit card no without my CVM. Arrived there, this is not a hotel, is a room in an apartment in a block of flats. The room is small, two persons hardly fit inside, the bathroom is glued to the bed, the walls are thin and the noise from the other 5 (I think there were 5 or 7) rooms of the apartment can be heard easily. The room is far far away from what they showed on their Booking page. I said to the housekeeper I cannot sleep in such condition and that I cancel my booking due to the non adequate accommodation conditions. I cancel the booking online. Booking.com sends me a message on my Android app saying the cancellation was done free of charge. I check my account and notice the hotel took 155 E from my account for this improper room where I did not sleep. I contact Booking and they blame the hotel. But the hotel did not have my card details. Only booking had them and my data are not registered and not available automatically. So, aside the fact Booking gave my card details to this ''apartment company'' without my agreement, they promote this hotel which is totally lying about what they offer and Booking is telling me they take no responsibility for the hotels advertising on their site.
Booking sustains the fraudulent policy of this ''hotel''.

Booking.com is aware of all this and does nothing. They told me they are only an interface of the hotel and they do not respond for what the hotel is advertising on their site. BUT THEY CHARGE THE COMMISSIONS SO THAT THEY ARE SERVICES PROVIDERS AND THEY SHOULD ANSWER FOR THEIR DEEDS. Booking.com is an accomplice to this fraud.

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Jaxon Smith
, SG
May 12, 2014 1:51 am EDT
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Looks cool, I never knew you could post about it, good to know thanks! You show very latest and important things. This is very nice post! I will bookmark this blog.Let us know about myself

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D. Mahinda Ranasinghe
, LK
Jan 31, 2013 7:58 am EST
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I have booked two Bedroom apartment at Nojoum Hotel apartment in Dubai from 24 th February 2013 to 1st March 2013 but found out that is a non smoking hotel. So I booked two room apartment at The Galleria Residence Hyatt Regency Dubai.for the same period of time. After booking was done I tried to cancel the Nojoum Hotel apartment but found it was missing in my all hotel booking summery.
Therefore please cancel my Booking at Nojoum Hotel apartments . My booking .com booking number for Nojoum is [protected] and Pin is 1755 and please confirm the cancellation to my e mail address mahinda@finagle.lk

Regards
Mahinda Ranasinghe Sri Lanka.

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3:56 am EDT
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Booking.com confirmation and

These guys are total clowns.

Basically, I booked a hotel 4 whole months in advance through this "company" and gave them my credit card details and received a confirmation from them and told my card would be charged upon arrival at the hotel.

2 months later... I was asked to give my credit card details again as the hotel could not authorise it and they were going to cancel the booking? I do not know why the hotel was trying to take money from my card 2 months early and even if they were... there was enough money in there for it to be authorised so I am unsure what was going on but I gave my credit card details to booking.com again and got another confirmation... 2 days later, and I got an email saying my booking was CANCELLED?

So even though I gave my details twice, they still failed to secure my room. I went to the hotel website direct and saw that the room price had now risen by a further 80 Euros... so thanks a lot booking.com for your complete and utter mismanagement of my hotel booking... God only knows what has happened with my credit card details and I am pretty concerned by this whole scenario...

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ZombieFrogHorde
, US
Sep 23, 2011 3:53 pm EDT

please read the website. "CREDIT CARD" is needed to keep the booking not a debit card. this is your fault im sorry to say

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joreyn
KINGSTON, US
Jul 07, 2011 4:45 pm EDT

I had essentially the same experience with a reservation in France. You cannot trust that your "confirmed" reservation through Booking.com is actually confirmed. In my case, the hotel cancelled two days before my reservation date, basically because they could do it without repercussion. The "excuse" given was that I had used a debit card rather than a credit card to make the reservation. Booking.com's response - "not our problem!"
Deal directly with the hotel! Except for last minute deals, you'll get the same price, and at least there will be some accountability in the process.

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Booking.com fraudulent invicing

Will put it shortly.
We had some bookings worth more than 1000 eur where the people did not come or as we call it no shows (One of them actually cancelled with us directly but booking.com refused to take itnto consideration)
We marked the before mentioned booking as no shows in the booking.com system but for some reason it did not save it, we wrote a letter at the end of the month before the invoice but the answer was that it is not impossible to change it and booking.com is now fraudulently invoicing us for 150 eur more than we should pay.

Here I am posting all the communication between us and the managers at booking.com and the oldest letters are at the bottom

http://www.tallinn-hotels-alternative.com/2010/09/bookingcom-fraud-or-how-they-want-to.html

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RachelHG
Carnforth, GB
Oct 08, 2014 4:04 am EDT

I am also being charged well over 200 Euros more than is right on cancelled bookings. They do not even have the right to do this under their own terms and conditions. Just bully tactics and threats of debt collectors. Written to head office twice and not even the decency of a reply.

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Justmyopinion2006
, US
Aug 13, 2011 1:19 am EDT

Hi. The reason you might of had trouble marking as a no-show is because the option in Extranet is only avabilable after 2 days after the guests departure. Sorry to hear you had trouble using the feature.

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

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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.

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Phone numbers

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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.

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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.