Booking.com
reviews and complaints

i ve been trying to reach booking customer service and sending you over than 11 emails for a complaint since 12 October 2015 Please find the below complaint I made a reservation through booking on 12 october 2015 with 2 double rooms under the names of rania elshabrawy and ahmed adel to stella di mare sea club hotel sokhna egypt, it was free cancellation. I cancelled the booking 13 october 2015 and the arrival was on 16 october 2015 for 1 night however you deducted the amount 298$ from my credit card which was very weird its the first time something like this happened . However i called the hotel and they responded in a very rude way that its a peak even if you cancelled the reservation we will the money . I never saw such a robbery before and they said its their policy . I am writing as i you are not taking this serious and i have the right to get my money back . I cant reach you either you are not responding to any of my emails . I reached them through fb and someone contact me and said nothing to do you wont get a refund its your fault want to sue us to whtever you want

I booked a room at Lake Placid in Whistler BC through booking.com on a Wednesday (October 14) night at approximately 10:50pm. Thursday (Oct 15)at approximately 6am I found out that my uncle had passed away. I called the hotel by 8:30am that morning. They told me they didn't care that I had a had another family death this month and that that is the risk you take... Then they hung up on me. I emailed booking.com and they told me there was nothing they could do, because they were unable to resell the room. Even though in corespondence they told me they couldn't do anything for me because it was after 3pm on a Friday- they couldn't resell- I asked for clarification due to the fact that it was before 9am on the Thursday- and they just never responded. This is no worst experience with customer service- I was treated horribly because I had had another family death. This is so sad to me. where is the empathy, or compassion? Both companies clearly only care about the money

Never give your credit cards to booking.com they are not trust worthy they pass your credit card info. to different hotel that may charge you even before your attendance without any kind of responsibility, #booking.com, even one of their customer serfice representative was very very very rude ! to an extent that she put the phone away till i finish my complain ! and i realised that she didnt hear any of what i mentioned !

I have just made a reservation yesterday with another website (Agoda). However, this morning I got an e-mail regarding my booking, requiring my credit card details. Here's the note: "Don’t worry – your booking is still confirmed! But to secure it, you must provide a valid credit card within 24 hours." As I was off to an early meeting, I responded with my credit card details, thinking it was the Agoda booking I made, which is supposed to be for payment at the hotel. This reservation with Agoda cannot be cancelled although my credit card will not be charged. Once you click the button "submit your credit card details", it will lead you to the booking confirmation page. A few minutes after, I got a booking confirmation from Booking.com via SMS with contact name stated only as "Booking". When I returned to my office, I noticed that the booking confirmation was from Booking.com and not Agoda. If Booking.com will not reverse this booking SINCE I DID NOT BOOK WITH THEM. I was tricked into providing my credit card details. It will now appear as if I have intended to book for the same hotel on the same date twice. It's just that Agoda is allowing me to pay at the hotel and will not charge my credit card. NEVER AGAIN WILL I USE BOOKING.COM.

I made a reservation through booking.com and was told I had until 10/31/15 to cancel my reservation without being charged. I canceled my reservation on 10/27/15 and received a confirmation email from booking.com that it was cancelled and there wasn't a charge. Sure enough, today (10/28/15) my credit card was charged. I called customer service for booking.com - first person I spoke with told me there was nothing she could do - didn't know why I was charged and to contact the hotel. She refused to transfer me to a manager. I called back and spoke to someone else. She was more helpful as she called the hotel but she was unable to resolve it. I finally had to call my bank which issues my credit card and dispute the charges to get my money refunded. Never will I use this company again - it was the first and last time !

I had security incident on booking.com. It allows pay hotel deposit above my limit for internet payments. This is due fact, that payment is not provided by booking.com but booking.com will send your credit card number to hotel and hotel will charge you card using POS. Therefore there is no way how protect your card setting limits for internet payment. I complained to mastercard, they did nothing. The only way is do not use credit/debet card on booking com.

I was robbed by booking.com !

I was a very frequent user of this site until the last month. I placed an order through booking.com, but did not get any confirmation through the system. That was becasue of a technical problem with my transaction. I have placed another order, for the very same hotel.

Coming back home from the vacation, I figured out my credit card was charged twice by the same hotel (Hotel Elba- Berlin). Asking booking.com and the relevant hotel for a refund gave me a chilled response. They both removed all responsibility from themselves.
That was all my fault. I was robbed € 230 as cancellation fee.

Apparently, there was a typo in the e-mail address I gave on my 1st order. The fact that booking.com should have received received error messages saying the email address is wrong did lit any red light for the company. But they had my credit card number and that's what was important.

I will never ever use booking.com, again. They take no responsibility for their mistakes, and leave you alone to cope with the hotel to whom they gave your credit card !

Stay away from booking.com ! contact the hotels/travel agency directly !

Ziya Ozek

Hello. I had stayed at Nova Park Hotel which was booked directly from booking.com. I had a horrendous experience. The website disabled the post with my review. I was very upset because they did this to protect themselves and the hotel. However, my review was valid and instead of assisting me they neglected me. I emailed them on three occasions and they declined to respond to my emails. I am upset because I was a good customer who had used their website often. To my dismay they disabled my valid review and neglected me as a customer. I will never use their service ever again. To think they keep hotels on their page who are this terrible is heartbreaking. Then to delete an honest review from a customer; that is just not fair. I do not recommend this website to anyone. They never assisted me in a refund nor cared about me at all.

When you give your credit card details to this company, you are not paying securely over thier server. They are using your card details to make a booking direct with the hotel.
As a consequence, I was debited for a £140 overseas banking charge on a large group booking for work. Imagine if you owned a business and you took an order from a customer by card. Would you even dream of then, taking those card details to make the order with your supplier? No neither would i. Is this even legal?
Oh, and don't bother to call their complaints line either. It's based in the netherlands and they don't give two hoots! Avoid this website at all costs.

Utmost cheating by booking.com
We had booked from 31st oct to 2nd nov 2014 at Berne Opéra, Paris ‏ through booking.com.
Though I booked for 5 people I GOT CONFIRMATION FOR 4.
This happened as soon as I made the booking online.
This fact was immediately bought to the notice of customer service, booking.com.Nothing happened.
We even wrote to the CEO of booking.com.
No reply.
Later on we had no choice than to pay 80 euros for a child for 2 nights for no fault of ours.
Complete arrogance & cheating.
Shrikant Chouhan.
[protected].

I booked corbigo hotel at London pn 22 aug.within few hours I had to cancel my booking as my 10month old baby boy met with a small accident. Hotel took full amount from my credit card. At UK we trust hotel, trading standard and booking. Com. They advertise no charges for booking but misuse our credit cards.

For my trip to Porto ( Aug 27 - Sept 3, 2015) I made a reservation (PT535691410) for a car via : bookingcar.eu / cartrawler/avis-Budget.
I took an extra CDW with AXA ( 50€ extra) at the booking July 14th.
When collecting the car the AXA Insurance was not accepted an I had to take an additional CDW.
At the return of the car ( full tank ) no detail was given about the costs accounted for.
At the booking ( in July ) the expected costs where 255.62€ ( Axa Insurance included ). Afterall I was charged 456€ ( highway toll included ) .
Unless explained I have no intention to book indirectly again via booking.com.
Regards, Georges Broux

I have spoken to booking.com today as they have kindly taken £204.00 out of my account in relation to a booking which was cancelled 6 months ago. I spoke to the Cambridge team who spoke to "Julie in accounts" and admitted it was their mistake but there was nothing they could do. As a result I am incurring bank charges and my mortgage has not been paid. The booking was made for a stay in Jardins de Eiffel in Paris for September and was cancelled on a "FEE CANCELLATION BASIS" 6 months ago. Why they would access my bank account in August in relation to a booking cancelled 6 months previously is beyond me. The service is atrocious and I will not use this company again despite making numerous bookings in the past. I am now having to speak to my mortgage provider and bank to commence fraudulent proceedings as a result of their refusal to cancel the charge from their end. They have referred me to my bank however the bank are unable to cancel a transaction BOOKING.COM AUTHORISED. DO NOT USE THIS SERVICE I will be making a court claim for the charges incurred as a result of their service and refusal to deal with THEIR MISTAKE.

I would like to make a complaint about a recent booking. On Saturday 15th August 2015 I used a friends laptop to make a hotel booking. I firstly used Trivago to search hotels in Poole/Bournemouth for Sunday 16th August 2015. The one that came up that I wanted to book was for 2 rooms at the Russell Court Hotel paying £39.99 for each room. I selected 'BOOK NOW' which then led me to your website 'Booking.com' I entered the details required for each room and selected to pay. After this I had no internet as I was no longer at my friends house. We arrived at the Russel Court Hotel, I gave the confirmation number that I was sent via text message and the concierge said he had no booking for us. He searched his computer and then found a booking for the 6th of September for two rooms. Much to my dismay we had travelled from home 130 miles and didn't have a hotel room. The gentleman at reception said they had two rooms available for that night costing £60 each which we then had to book as we couldn't very well turn around and go home. This left us with very little money for our first family trip away since having our new baby. I feel extremely let down by your website as i double checked the date, names and room info before booking yet your website somehow changed the dates. I would like to know what your web technicians are going to do to ensure this doesn't happen to anyone else, of course that's if you haven't already had a string of complaints about this already. I would also like to know what you are going to do to restore my faith in your website as I don't feel confident in using it again to book hotels if this is the outcome? In total we paid £80.00) for the original booking online then a further £120 on arrival. I will either expect a refund for the 6th September 2015 or a 1 night stay (2 rooms) in another hotel (Closer to home, as not able to travel to Bourenmouth again!) I await your rapid response via email with good news.

www.booking.com rip-off/scam.

Here is my story:

On April 7th 2015, I made a reservation, through www.booking.com, at Shoreline Island Resort. Eights nights, including the 4th of July weekend at the premium of $40 a day for

that weekend. The total price given to me by www.booking.com was $1702.40 (including taxes). The company advertised this price as the lowest guaranteed. I took their word for

it. Big mistake.

While being at the resort, I looked at the resort's brochure. It included pricing for 2015 year. This brochure, and included pricing, was made available before the beginning

of 2015. It was certainly available to www.booking.com on April the 7th. The total price for the same period added up (including taxes) to $1360.80.

This means that www.booking.com charged me $341.60 (25%) more than the listed price. By advertising their price as the lowest, www.booking.com simply committed false

advertising. It should be, if it isn't a crime punishable by law.

I got in touch with www.booking.com to resolve this issue (to get back the difference). Their response was that they would not do anything about it because I complained after

the departure day.

Well. The lesson learned. Do not trust "the lowest price guaranteed" by www.booking.com. It is a simple, unethical lie.

Andrzej Piechnik

Hi

On 29 Jun 2015, I made a hotel reservation on Booking.com for Hotel Schützen Lauterbrunnen, checking in on 1 Aug and check out 4 Aug. A confirmation was sent from Booking.com verifying my reservation. I then proceed to book my families flights and rent a vehicle around my hotel reservation.
However, when I contacted Booking.com to again confirm my reservation on 26 Jul, the customer service officer responded that Hotel Schützen Lauterbrunnen won’t be able to honour my reservation. In turn, Booking.com offered a low quality hotel which is far from the original destination as a solution.

I find this unacceptable, this is causing a serious problem with the flight and car rental that I have paid.
I am a regular customer with Booking.com because I trust the company. This was not an error caused by the customer, the process between Booking.com and Hotel is flawed.

My Booking number is [protected] and I have suggested 2 other alternative for Booking.com to remediate this issue. I would like for Booking.com to honor this urgently, as my trip is this coming Sat 1 Aug.

Please assist urgently!

I input my credit card info on the Booking.com application and the next day several unauthorised internet transactions were showing up on my Card a/c . Had it not been for the timely intervention of my credit card issuer, the loss would have greatly exceeded the almost USD4000 it Stands as at now. To make matters worse, Booking.com told me to go and see my bank without caring at all about their responsibility in what I an going through.

I had booked hotels through booking.com to stay in Spain. My father was rushed to hospital and diagnosed with cancer. For the next 28 days his life was touch and go, his poor health continues. I am his primary carer and could not leave to go on a holiday. So of course I had to cancel my pre-booked hotels. Booking.com promised to refund half of my hotel cost for LifeApartmentsMadrid (who booking.com said would not refund any of the cost). They then cancelled my booking and I could not leave a negative review about the hotel. HOWEVER, once the booking was cancelled Booking.com did not refund the money. They also do not answer my messages asking why the refund never occurred. This is despite their having requested I prove my father's condition and supply them with proof that I had paid for the hotel (which I did)! In times of trouble and great despair, the generosity and kindness of people makes all the difference -- so does the reverse. Appalling treatment.

Booked non existent apartment.
1 out of 5, reviewed on Jul 07, 2015
We have used Booking.com many times but we have been scammed.
In May we booked an apartment through them for a week in London in October. A few days after booking we received an official looking booking and introduction letter from the Apartment owners. That asked if we needed airport transfers etc. Two days letter we received another email from the owners asking for early payment. As we had b ooked through Booking.com I thought all was legit. We paid. A month later I decided to check our accommodation. I could not find it on Booking.com. I checked the website and email address from our welcoming email and found it did not exist. The address given on Bookin.com exists but it is for a private apartment. I rang Booking.com and alerted them to the fact that I have booked a non existent apartment. Later that week I received a cancellation letter saying I have cancelled the booking but they had waived the cancellation fee which we should have been billed for. I rang again and said how could there be a cancellation fee when there is no apartment. I requested full repayment of monies that I had paid. I forwarded a copy of the letter from my bank stating that the money is not traceable or retrievable. Booking.com then said they have sent off my letter to their accounts department for possible refund. 3 weeks later and more phone calls still nothing. Booking.com should have checked the apartment out before allowing them to be on their site. Here's hoping for refund.

I booked my vacations on Booking.com to go to Euro Disney with my family. 2 days before my trip an agent called me to tell me that my reservation was cancelled because of problems with the hotel. She told me they were looking for a similar hotel/price in the same area. Unfortunately all they could find was a hotel more than 25 km far from the previous one, without public transportation near the hotel and more expensive than the first one. Also, they didn’t have availability for my full stay so I had to stay the last night in a different hotel in another city. On top, I was charged parking fee and a supplementary pet fee (that the first hotel didn’t charge). I made the complaint to Booking.com customer service requesting the reimbursement for the parking and the supplementary pet charge and I never receive an answer. The customer service of Booking.com is completely useless.