Booking.com
reviews and complaints

I have scheduled the transfer service from booking.com from Cancun airport to the hotel in Playa del Carmen on 08/04/2019. I arrived at the meeting point as directed by the booking confirmation email. I waited on site for about 2 hours, until the end of the time of 20: 00h, which would be the limit informed in the confirmation email sent by Booking.com, but the transfer did not appear and there was nobody from Booking.com staff to give directions. Since the service was already paid, I requested a refund, but Booking.com didn't accord to this request. Booking.com has simply stopped responding to e-mail inquiries regarding this issue.

I have made a booking and now the hotel wants to charge me more in late check in charge than I actually paid for the hotel. The late check in charge is not specified on the booking page and the hotel decides randomly what price to pay. I note that other people have paid a lot less late check in charge than I have. I now do not have accommodation for my first night in a new country and the hotel further threatened to account for me as a no-show and cancel my whole booking. I feel that I've been misled when I made the booking. All charges must be clear when I make my booking so that I can make an informed choice. Booking.com is the agent I chose and they are just wishing to wash their hands off. This is very irresponsible and poor customer service.

I made a booking for accommodation on Booking.com, and being fully prepared for a "Non-refundable" purchase, yet no mention was made that the property take payment at the earliest opportunity they can try.
Booking.com insist that "non-refundable" means that "payment can be taken by the property at any time" which is not the case. They are also denying that the UK has consumer rights laws that include "cooling off" periods after purchases, and that they are "helping but the property doesn't not have to give a refund", which is totally antithetical.
Furthermore, both parties, Booking.com and the property insist it is the other company responsible for the charge and issuing a refund, yet neither company will take ownership of this issue.

My card was charged for $332 for the Hilton at Universal Studios. I did not make this reservation and I did not authorize this charge. Neither the hotel or Booking has resolved my issue or gave me back my money. I would like my $332 refunded immediately.
I sent an email with the screenshot of the charge and called Booking and the hotel directly. I will also attach the charge here. This is money was half of my rent and my rent is now late due to this.

We booked a family room in Northbreck castle hotel and spa in Blackpool having seen it on your site. It was a treat for our 7yr olds birthday. WE were so disapointed, we met by very rude staff and asked to pay £6 for car parking and there were no spaces and were not giving a refund. In our room we had one towel between 4 and were told we needed to pay £1 this was not explained when booking. The one towel we did have was stained ! The bedding was dirty and the windows would not close properly. We were told we had to pay £7 for wifi, again we were not told this before we booked and it says nothing on the website! We would have paid it but were told it wasnt working and we would have to contact Virgin ourselfs ! Most of the other guests were upset with this Hotel with one having found a used needle in their and told it wasnt the hotels problem. We left earlier than planned as the room was so cold. It totally ruined our son's Birthay. I would like to claim a refund beacuse your site advetised this Hotel and it was nothing like it . Con [protected].1Pin. 1125. Could you please contact me asap on [protected]. Charlotte Marshall.

Hello. I'd liked to make a complaint about a stay at The Royal Albion Seafront Hotel in Brighton where I stayed on the night of the 17 August 2019. (Booking reference [protected])
The whole experience was absolutely awful from the start to finish. I've never had such a bad experience in all my life.
The staff barely ackonwledged our presence on arrival, we had to wait a while to check in, absolutely no apologies. The room itself was in the basement, and was basically a cupboard with a corridor and stunk of mould. It was filthy, the walls, the bathroom facilities, the sheets. The TV didn't work and the window looked into a strange abandoned store cupboard with bird poo. There was no view. Our room was outside the lifts/stairway and below the bar which meant the whole night was a serious of shouting and banging from the other clientele fighting and swearing into the early hours - there were fights breaking out almost hourly. I couldn't get any reception on our phones. I went to buy some water at the bar because there was no bottled water in the rooms (we weren't going to risk drinking the tap water from that bathroom!) and saw a load of heroin addicts getting the lift and then security guard at the front steps asking passers by for spare cigarettes -?! We left in the early hours and drove home because we couldn't stand another minute there. Yuk. It was £79 and seriously, i wouldn't ecven have paid £1 for that experience. I seriously expect some compensation because it was horrendous and I will be reviewing it as such.

Horrible thieves! Don't ever try to book through booking.com and expect them to do right by you. I was scammed by booking.com into renting a car from a company in london and the car rental company wouldn't even let me take the car due to the insurance that booking.com sold me. They don't accept 3rd party rental insurance. I was stuck at london heathrow with no way to get to my destination, lost $400 to booking.com (thieving scum) and had to take a bus (added cost of $100). They require some sort of crap pin they hid in the original confirmation email and if you lose that email they won't even speak to you. You can't even get through to anyone if you don't have it. Worst internet booking site ever!

My Confirmation number :[protected]/ pin code- 7051 / I am so upset that after having booked a deluxe apartment paying the asking price the amenities provided were not at all sufficient. For 7 nights we were given 5 toilet rolls only - when asked they said that's all we are allowed - one towel each for entire 7 days was provided and when we asked the manager he said that's all he can do

I made a complaint to Booking.com about a Hotel in tenerife that I booked with them.

Booking.com responded and offered 25.00 credit.

when I returned I had additional issues with the Hotel and contacted Booking.com through their Website. I was advised that I had already been compensated following my initial complaint. I reiterated that these were additional issues, one of which I believe is illegal and that Booking.com should be made aware of. Booking.com ignored this additional information.

I asked for this complaint to be escalated to a Senior Manager to investigate but was told If I wanted this I must call Booking.com.

I made several calls to Booking.com (Over 2 hours) who then refused to let me speak to a Manager or the Manager refused to speak to me. I was told that I must message again through the Website but I am advised by the Online Aents I must call Booking.com.
Nobody at Booking.com will take responsibility for these issues.

In May 2019 I booked a trip with Booking.com using a special code that gave me £40 cash back on my trip. They never paid me despite me providing the information requested immediately.

I tried to call them but now they no longer acknowledge the booking reference I received at the time of booking, so they won't even take my call.

There seems to be no other way of contacting them other than by email which they are not responding to. There is no way of raising a complaint against the company on their website.

They are a very disreputable company and I have been conned by them and will never use them again.

Was on a motorcycle trip an needed a nice afordable safe place to stay where my bike would be safe. Went on booking.com web site an seen this place, nice photo of inside of lobby, booking.com photo (first photo) but when I got there, second an third photo this was the real place an for over $100.00 a night, be ware with this web site an oh, my fault but it was non refundable. Beware decieving photos

All who know me know that I am do not complain and I pay my way. I am asking all of my family and friends to STOP using booking.com, if you do not use this online booking agent then you are truly blessed. I book a room which was changed from the hotel that I selected. I notified the online booking agent who stated that they would notify the hotel since I cancelled within 10 min of booking the room. I then booked at another hotel. Upon my arrival home I noticed that the hotel that was cancelled through booking.com was charged to my card. My husband took a screen shot of the communication with the online agent.

I spoke with VICTOR and agent of booking.com at 8563417322*2027 who first told me that there was a promotional and no cancellation policy. I disputed his claim, he then directed me to go to Walmart, Walgreens's, Family Dollar, or Circle K to buy a $100 Ebay gift card and that they would refund me my cost of reservation and an additional $50.

I spoke with VICTOR and agent of booking.com at 8563417322*2027 who first told me that there was a promotional and no cancellation policy. I disputed his claim, he then directed me to go to Walmart, Walgreens's, Family Dollar, or Circle K to buy a $100 eBay gift card and that they would refund me my cost of reservation and an additional $50. it's not worth it. I can not and will not support such business and or any that are affiliated with such companies. The hotel was Country Inn in Murfreesboro.

We are just livid! We made a booking through Booking.com for reservations at San Luis Bay Inn in Avila Beach. When we arrived, the hotel said they had no reservation for us, even though we had the confirmation email from Booking.com complete with pin and reservation number. The hotel called booking.com number, and after MUCH difficulty in communications - we were told by you that there had been a problem with my credit card and so could not process the reservation. I asked then why had I not been notified and they lied and said we had. We hadn't received any such email. So, they asked me for another card number- which again, after much difficulty in communication, I gave them, and they said this one didn't work either because now there was a flag on my account. Well, this is just riduculous given there was PLEANTY of funds available. Then they told me that I had to go to the Walmart and purchase some kind of booking.com card in order to make the payment? (raising the scam alert!) and then they would release the room? all the while the hotel staff was right there listening, saying they didn't have any rooms so that would have been impossible. The first man then gave it to the "supervisor" named Robin. I told the man on the phone "Robin", that we were not going to go anywhere to buy a card and his response was "well then you can just sit there for 15 hours"... using scam language, threats of disaster. I told him to forget about it and hung up, as I had already given him my complete debit card information and was freaked out about my account now. Then they sent me an email saying my reservation was cancelled and was charging me the whole amount of the room! You seriously need to look into this, and I will NEVER use this janky service again! I now have to go and cancel my debit card because I don't trust them to not to make fraudulant charges on my card!

We picked a property thru booking.com that was highly discounted. Within 5 hours it was being canceled, claiming it was flooded and they could no longer accommodate us. This has been proven to be false. Booking offered a relocation but not if it cost any more money even though they stated it didnt matter. This is a breach of contract and must be addressed.

Good morning sirs.
I am presently writing to complain about a situation that we came across when we made the reservation nr [protected] at the hotel mulberry in new york. As we were searching for an hotel in manhattan that included breakfast, we selected the filter: breakfast included. Mulberry hotel was one of the possibilities and, as usual, we read some comments about it and everyting seemed ok. So, we made a reservation for 8 people divided by two rooms for four each. We chose the option without free cancellation as we were pretty sure the hotel was ok for us. After we booked the hotel, we received the confirmation and they referred to the fact that there was only two breakfast vouchers per room, no matter the number of people that occupied it. We were quite astonished and felt deceived by booking, which had never happened before. We contacted booking portugal by phone and the person we talked to didn`t solve the situation because he said that information was available there for us to read hidden under the small characters at the bottom of the page of the hotel: important information. Only after we clicked on those words we could read that the breakfast was availbable for only two people per room. The booking portugal tried to make the hotel gave us back the money, but they didn`t succeed. That was their last feedback. Nothing could be done.
This is not fair, proper or even legal since in our opinion, no matter the politics of the hotel, booking was the entity that was selling this product and we were led to buy a product that was completely different from what is advertised (important informatiom? What is that? There can be so many important pieces of information), a product that was advertised as having breakfast included, which it didn`t. It is true that that misleading information is there hidden under a dubious tittle. That is subliminal advertising and unclear instructions being given. As you know is completely illegal since you are misleading and then taking advantage of your costumers which assume breakfast is included for all the people staying in the room.
I urge you to look at our problem closer and deeper since your firm has always been remarkable so far and I don`t think that this problem would be so difficult or expensive for you to solve. Right now, we feel deceived by booking.
I look forward to hearing from you.
My best regards
Pedro pama (mobile nr: [protected])

MY NAME IS TRACY CROY, I had a problem with one of your hotels, charge my credit card 183.00, before I was even there to signs, but the hotel was a mess, not what was on your web site. so I decided not to stay. was told that they wouldn't refund my credit card. i called booking .com and was told to go get another money card and put 200.00 on it and then let them know the number on the back and they would refund my money to that card.. I have a problem putting 200.00 on a card that I can only use 1 time and I can't use it at my bank atm to get the money back off...

I booked a room for three days through booking.com. My confirmation number "confirmed" was 3932192501. PIN number 5468.

I had also previously booked another room, using the hotel website.

When we got to the hotel, imagine my surprise at NOT having the booking.com reservation. I gave the hotel the booking.com confirmation number and they said they had NEVER received it and my complaint should be addressed to booking.com

The hotel staff were AWESOME, and despite the fact the hotel was nearly completely booked due to the event we were attending, worked with us to find another room that would work, including providing us a free upgraded room as it was the only one available, without charging us the extra rate. Had the hotel (Embassy Suites Loveland Hotel, Spa, & Conference Center) not helped us, our entire trip would have been completely ruined.

At this point, I would never again book anything thru booking.com.

Booking Reference Confirmation Number: [protected] - Mountain Breeze code 6908

On 25/6/2019 I booked Mountain Breeze for a holidays stay. I always have a habit to confirm back with the owner on my booking, therefore I tried several time to contact the owner via email, calls and message but no reply. Finally my dad when to India for work purpose and he managed to reach the said owner but unfortunately the owner claims that there is no SUCH booking is made. I decided to call booking.com and inform the same. My 1st call to them I complaint on this matter and the representative mentioned to revert back within 24hours but no reply from Booking.com as per promised. My 2nd call again to booking.com explain again and promised to called within an hours and again no reply. Booking.com is not sufficient enough and not really bother about customer's priority. My 3rd call to booking.com this is where I burst out and fastest decision was made. I was unhappy with the decision of booking.com by finding an another option which earlier I have a bad experience with it and express to booking .com and comes another new option which was way far expensive compare to my previous booking. Further booking.com reply "If you incur any additional costs due to this situation, please send us copies of your receipts, and we will assist you in any way possible" and However, after your stay and provide the receipt to us, we promise to refund the rate difference (maximum 12040.00 INR). " I was not convinced as there was no a proper reply from booking.com until I made my 3rd calls to them and they itself are not aware that the said property is not available. I don't have the trust on booking.com by saying that they will refund! how can I trust such an irresponsible booking.com. and ended up I have to call and beg for my refund. On 27/7/2019 I received and email from booking that my booking was cancelled with no fee.
On the other hand I booked hotel thru Agoda and awhile later the property said " We are sorry to inform you that the property, MountView - A countryside Homestay, Thiruvanamalai, India, has advised us that they are unable to accommodate your booking as they are already fully booked. We sincerely apologize for this inconvenience." and As a gesture of apology, we would give you an additional Agoda Cash in the amount of USD 7.74 that you can use for your next booking even I don't pay anything to Agoda.i still received a gesture from them. Agoda is super good and sufficient.

Good Day,

I had made 2 separate bookings at Artidom Central (Madrid, Spain) through Booking.com as follows:

1) 25-27 June 2019 (2 nights) Booking Ref. No. 2325616577

2) 27-29 June (2 nights) Booking Ref No. 2250358046

My credit card was charged on the 21st May for the first booking and on the 22nd June for the second booking.

My credit card was then again billed for both bookings on 25 June. I immediately contacted the host of the property, Mr. Javier, who confirmed to me telephonically that he was experiencing some problems with his billing system; and further confirmed that I have been double-billed; and that he would rectify the issue.

I then contacted booking.com and was asked to submit copies of my bank statements reflecting the charges. Since then, I have made several requests to booking.com to refund me. I received a partial refund on 28 July and despite follow up emails, I have had no further response.

Please assist.

2729464187- The Strand mrytle beach, SC... Room had rust and mildew on ceiling. Desk person offered me another room and it also had rust, mold, and mildew on ceiling. The outside panels in bathroom were coming off. Very dirty. We requested a refund the front desk clerk was rude and acting as he didn't really care. Front desk clerk at the Strand said call booking.com. We then called booking.com around 12am. We requested our money back. Booking.com then said that they needed to talk to front desk clerk, front desk clerk said no because we were there since 7pm. 7pm is when we reserved hotel. We actually checked in around 10:15pm when reaching Mrytle Beach. We then went to get something to eat. We actually got settle in room around 11:30pm. We was not in room for hrs before we notice mold, mildew, and rust. We were in room for about 10 to 20 mins. THE STRAND IN MRYTLE BEACH SC IS VERY FILTHY