Booking.com
reviews and complaints

Hi. I wanted to let booking.com know about this property in Coolangatta, Queensland.

I booked part of our holiday in Noosa through photos on booking.com. The first place was immaculate.

The second part of our journey was to Greenmount Resort, 3 Hill Street Coolangatta.

What a difference. This grandfather complex, yes I mean old, has alot of issues.

Firstly, the lift isn't working at all. We are on the fourth floor in room 408. I was assisted all the way up with our luggage. Hats off to the staff who work here. Friendly and knowledgeable etc. I have major back issues so getting downstairs will be fun. See attached report so you know how stairs affect me. The staff had the nouse to email us a few days beforehand to let us know about the lift, but as a peak travel time due to school holidays, I was concerned we would end up on the street. I am ona disability pension because of this.

The room is not quite what is advertised. Take a look at the photos to see what I mean.

Whoops. Just killed the second spider. Not sure what's been biting my daughter. Have a look at these.

I am writing to lodge an official complaint for being first, mislead and then disrespectfully treated by the Booking.com authorized representative/s.

Reservation no. [protected] at apartment 2A Hton in Rome.

I reserved an apartment in the central part of Rome on Wednesday, April 20 for 7 days starting May 11 until May 18.

Booking.com offered the payment choice “Pay at the property” which I clicked on, and CLEARLY showed the statement “Your card won’t be charged, we only need your card details to guarantee your booking,” see screenshot below.

However, my credit card was charged within 2 minutes. How dare you do that? This is the most outrageous breach of contract you are making with potential users and at the same time using Unfair and Deceptive practice which should disqualify you from operating online service.

To make things worse, following my booking I contacted the property owner and she said they have changed their mind and will not have property available for short lets. She said she will cancel it.

After I waited for Booking.com to cancel my booking and return my money, I contacted Booking.com and asked for an explanation on why did I end up having no money and no place to stay?

I had the most bizarre exchange with Booking.com rep, who kept talking to me

like I am an idiot, repeating like a robot the talking points and “I am sorry” without really meaning it, and taking NO RESPONSIBILITY on behalf of Booking.com first for

a) straight forward LYING about not charging Credit Card, second

b) that my money will reach my bank in 10 -12 days – making it total of SEVENTEEN DAYS - of my money floating somewhere, and third

c) for not offering me a discount on other available properties as those that were within the price range, were of course gone within five days it took Booking.com to unravel this mess.

Having taken my money INSTANTLY and failing to let me know immediately that apartment I booked was cancelled, Booking.com effectively blocked me from seeking another solution with other decent companies like Hotels.com etc.

I believe that the least Booking.com should do is to secure an apartment for me in the similar area of Rome for 11-18 May, 2022, absorb the difference in price as any large and decent company would do and charge me the same amount of money they took from my credit card.

Milena Perisic

I bought an airline ticket through booking.com flight which I had to cancel few hours later. The booking.com agent I talked to sent me an email (attached) containing information regarding the cancellation fee since we got disconnected during the call. The cancellation fee the agent mentioned was 108$, but later they are now charging me 560$ for the same ticket. This is kind of robbing since I talked with the airline they said within 24 hours, they do not usually impose penalties.

Your Reference [protected]

This taxi was booked to collect us from New York but did not turn up.

We went through immigration, quite Busy, when looking for the driver he was not there, waited for him to show but after 1 hour no joy. Then had to take yellow cab( long wait ) the service says he will wait 45 mins after flight. Very Disappointed. At least I would my money back

I bought 3 tickets for a hop-on hop-off tour in NYC on Thursday, April 14.

Firstly, the directions on the confirmation link "get directions" took us to a completely different location that stated on the confirmation.

Secondly, when we got to the location listed on the confirmation there were no busses in sight. We waited for a while and even spoke to an NYPD officer who told us that the business was no longer in business.

thirdly, there was no business address or contact information for the business

and when we tried contacting Booking no one responded until 4/5 days later

fourthly, we had to purchase tickets to a different tour at twice the price

Lastly, Booking.com refuses to refund our money - they claimed the business said that they are operational.

This is the last time I will ever use Booking.com

1) [protected]@gmail.com

2)Treebo Trend South Avenue Pondicherry

3)16/04/22 to 17/04/22

In booking. Com have tried booking of above mentioned place which seems to made payment to process without contact details. In which the payment made of 3512/- but not booked... After this I made a mail to booking. Com... They replied within 3-5 working days payment will be reflected back in your account. Yet I didn't get payment and the customer support whom I texted him now for two to three times doesn't reply.

Dear Booking.com,

I had booked Air-ticket on 23 March 2022 due to emergency travel of my in-laws. The flight booked was connection flight via Abu Dhabi.

Bahrain to Abu Dhabi by Gulf Air and Abu Dhabi to Thiruvananthapuram by Air India Express. We had reached Airport on time.

On reaching the Etihad Airways counter, they refuse to issue boarding pass due to fact that they have no tie-up with Air India Express. As per Etihad counter staff, they are not able to get Air India Express flight details in their system. I hope this is due to tie-up problem with the carriers.

We contacted Air India Express and confirmed the ticket booking. They have booking in their system from Abu Dhabi to Thiruvananthapuram. They send us the booking details by email too.

We showed the details to Etihad counter that we have connection flight from Abdu Dhabi and confirmation details. But they said, if you have Visa to Abu Dhabi, we can issue boarding pass. Which is practically not possible at that time.

Due to last minute, purchase of new flight ticket, arranging money and above all the tension and mental pressure was beyond its limit. The gate closed already when we reach to the flight entry gate and with the kindness they let us to travel.

Finally purchased a high value ticket and travelled.

Dear Booking.com, I need to get compensation on this loss.

I request your complete attention this regard and earliest reply.

Regards

Arunkumar S

00973-[protected]

Booking.com gives your credit card info in PLAIN TEXT to the hotel. Anyone working at the hotel can then use your credit card for fraudulent purposes.

I stayed at the Hotel Ponce De Leon on 4/15. They showed me a printout from booking.com.with my credit card info on it. The entire number was shown...not just the last 4 digits.

This procedure of sending hotels credit card info unencrypted needs to be changed.

While searching booking.com I booked oyo property 81833 , hotel red rose at bagaluru for three adults (01 room) with break fast from 09.04.2022 to 11.04.2022.

On 04.04.2022 i received confirmation mail regarding hotel booking for total amount of rs 5668.15

As advised through confirmation mail i paid partial amount of rs 3196.67 on 05.04.2022 So that my booking will confirmed.

But when i reached hotel on 09.04.2022 at 08:30 pm i was not allowed to check in citing reason that rooms are not available.

Person at reception told me to contact OYO and we will be shifted to some other hotel and further advised to cancel booking then he will do something.

I have no option other than to look for another hotel. Just imagine at night i am looking for another hotel . Then i cancelled this booking. A message recd regarding refund of rs 1065 via upi id and this amount is also not credited to my account.

My question is that why rs 2131 is deducted from my advance payment .

You are requested to look into the matter and refund my full advance of rs 3196.67 other wise i will go to court.

I can also provide the taxi no and time which i hired from airport to hotel red rose OYO 81833.

Hoping for positive response.

Thanks

Bhupendra singh bisht

I have been trying to get a refund from Booking.com for over two years now. In Feb 2020 I booked a hotel in Paris for a stay scheduled or later on in March 2020. As it got a little closer to the date Covid-19 meant that emergency travel restrictions were suddenly in place and I couldn't leave my country to holiday in Paris. I cancelled the booking and Booking.com sent me confirmation of the cancellation with zero charge. The hotel, however, still took the payment from a credit card that must have been supplied to them by booking.com.

Since then I have continued to try and make contact with the hotel and with booking.com to receive a refund. Booking.com asked me to email them proof of purchase/bank statement etc which I have done, and now I cannot even get through to them on the phone as they are saying they no longer recognise my confirmation number for the booking.

Due to illness, I was not staying 3d night, very hard for me to get my refund, "partner EXTENDED STAY AMERICA SUITES" was unhelpful with this, please credit my card from this locale or respond with justification for not doing so, thank you, PAUL SIVERTSEN if this is too short, let me tell you about your arcane procedures' and how they are set up for the customer to always loose

Thursday 14th April 22 4.00pm

arrived at the apartment to find that the description was rather misleading. but hey that's often the case and the place was relatively cheap so not too much of a surprise there.

however on the path leading to the apartment's front door first I came across broken glass followed by overgrown weeds and some rubbish lying in there. not a great 1st impression. next while looking for some extra blanket a piece of the wardrobe wooden frame fell off hitting me on the head. after taking a closer look the piece of wood was rotten and full of termites. this is only my first couple of hours in this Airbnb and I dread what will come out next and whether I will be sharing the accommodation with hordes of cockroaches. The apartment is clean enough but there are several holes in the various wooden frames and indeed i wonder what other wildlife i am likely to encounter. I do not wish to alter my accommodation plans at this late stage as i am already in Cyprus and have nowhere else to go to at such short notice.

Confirmation number

2183.724.782

PIN code

1046

Owner sells single bed bedroom with baby/child matress under the single bed as a twin bedroom.

At the date of arrival, impossible to cancel since everything's booked furing carnival time imn Rio de Janeiro.

After hours of talking, the owner installed an adult matress in this tiny bedroom which makes it almost impossible to open the door any more.

He asked me to input no show in booking.com since he "reconfigurated" the room. Idiotic crook. I did notm of course and, on the opposite, informed Booking.com about this scam after leaving that place.

Booking.com customer service, in a surprising and ridiculous way, finally told that I can not be repaid anything since the crook owner does not want.

Book ref [protected] pin 7252

We booked this accommodation and paid in full. A few days before our holiday was due to start, my husband became ill so I messaged the owner to ask for change of dates. They messaged back to say this was not possible.

On 2/4/22 my husband had shown no signs of improvement so I phoned the property and left a message on their voicemail explaining the situation and that we were hoping to change our arrival date to 5/4/22 and that I would confirm this. I then re-scheduled our ferry for 5/4/22.

On 4/4/22 my husband was feeling better so I messaged the property to confirm our arrival time. I was completely shocked to receive a message back to say that ‘This was not possible’. I phoned over and over but each time it went to voicemail.

I phoned booking.com and spoke to ‘Rick’. He told me to hold whilst he phoned them.

He came back saying that he had spoken to the property and all I needed to do was to phone them now to reinstate the booking as it had been cancelled from their end.

I phoned over and over, leaving messages and to this day, no-one has phoned me back or made an attempt to contact me.

I looked on booking.com on 4/4/22 and the property had already been let to someone else.

We are absolutely devastated.

When we booked, on booking.com it said that the property would text me on the day of arrival to give me details on check in. IF they never received my voicemail stating that we would have to delay our arrival, why did I never receive this text? Someone listened to that message and knew we were arriving later. I can only assume this wasn’t passed on to the appropriate person (manager).

If however the owners English is so basic that they could not understand my message, then this MUST be stated on booking.com. It needs to say that the number can be used by French speaking visitors only.

Also, if we simply just didn’t turn up (which wasn’t the case anyway), why didn’t they phone me? Or text? Or email? They had all our contact details!

Not only have we lost our holiday but the financial cost has been huge. Accomodation, travel including extra costs to reschedule, AA cover for Europe, Comprhensive car insurance for Europe, Travel insurance, House sitter for our pets, time off work (as I am self employed), new holiday clothes for the family...the list goes on.

I have a devastated daughter who had all her bags packed ready to go. Many tears have been shed in this house.

At the very least, we expect a full refund from the property. At least we can put this in our holiday pot and start saving again.

It doesn’t make up for the money lost or for the sadness this has caused but it’s a start.

Please note that today I received my Bank Visa Card Statement, and it shows a Duplicate Charge relating to my booking of 3 nights (March 27th, 2022, to March 30th, 2022), Confirmation Number: [protected], at “The First Collection at Jumeirah Village Circle” as per the following transactions:

Description Amount AED



Hotel at Booking.com 2,828.82

27-03 Amsterdam NL

The First Collection 2,947.27

27-03 DUBAI AE

I was charged twice for my stay and hereby request Booking.com to correct the duplicate charge by reversing the charges of AED 2,828.82 soonest please.

I booked for the first unit and pop out that the first unit been sold out and will proceed to fully refund to me, (as your booking,com app cannot been screenshot at that moment, so i no have the proof). Because the first unit been "sold out", so i go for second one, after the second one been successful, suddenly i been notified that I have confirmed booking for this 2 units.

Who will booked for 2 units to stay in 1 night?

Now is the apps fault and suddenly become our consumer fault, so as a consumer I have to bear the booking cost fee. There is very unfair to me as consumer.

For your information, confirmation no.: 3880.212.160.

Please upgrade your apps function and improve your customer services.

Nous n'avons pas pu honorer notre réservation ci-dessus pour cause de maladie (Covid).

Impossible de joindre l'hôtel, téléphone en dérangement, pas d'internet disponible.

de retour en France nous avons envoyé un mail en italien le 03/04 à 16h pour annuler.

Sur le site la réservation est marquée annulée mais nous avons été prélevé de 110 € au profit de l'hôtel EDEN.

Nous réservons tous nos hôtels depuis plus de 10 ans par vos services et nous souhaitons un avoir car c'est un dysfonctionnement de l'hôtel qui est à l'origine du problème.

Cordialement,

Jacques PECORARO

Merci de répondre en français

I puchased a flight ticket on booking.com with saoudia airline, I got cancelation information on saoudia app only but not from booking.com. I tried to get refund or flight change from saoudia directly but I just got an e-mail for cancelation of a flight from booking.com. But what is strange is that the cancelationtion is for a flight by qatar airways on 27 mars 2022 Muscat-Algiers, which is obviously not my booked flight.

Actually, both booking and saudia refused any cooperation or refund they just changed my flight to 03 april 2022, then canceled everything without refund, which should include my 10 extra days cost I stayed in a country, the trauma I lived far from by dying father which I couldn't assist even to his funeral

Hi there

I just wanted to highlight this issue with Booking.com, which could land people in serious distress.

• I use booking.com up to 40x per year for business

• When using the website, some hotels and accommodation companies are trying a trick: An extra £200 or higher deposit to pay via a 3rd party company after booking.

• On the description, there is no mention of an extra deposit being required.

• You have to specifically click on IMPORTANT INFORMATION in order to see this.

• If you then subsequently want to cancel the booking, you can not without financial penalty.

• Additional issue: If you did not have £200 available after the booking is made or at the time of check in, you would not be able to use the service you have paid for.

• You also have no guarantee that ultimately you will see this money reimbursed afterwards, because if there were a faulty bed or chair, you could be held liable.

I feel that this practice is very misleading, and unreasonable and could catch people out.

Someone literally had to go find the attached information on the app in order to demonstrate that it was stated in the small print.

But really I feel out of principle, that all hotels that require more than the stated room rate financially, should indicate this prominently in the MAIN DESCRIPTION, so that people are aware of what they are financially committing to.

It reminds me of the Ryanair practice of hiding all the hidden fees until they were forced to change their website to be more transparent.

If you booked a plane ticket and the price was £50, you would not expect to pay a £200 additional damage fee for up to 7 days in order to use your plane ticket.

Why should this be any different with hotels and accommodation?

When I asked booking.com to pay the £200 on my behalf they declined.

Out of principle, I would like to get them to highlight quirky practices, so that consumers are aware at the time of purchase and have indicated that they understand that they will be charged additional money after the sale.

I have today booked accommodation in Lanzarote at the Labranda Los Cocoteros in Puerto Del Carmen, Lanzarote. [protected] to [protected].

That was fine. I was then asked if i wished to book a flight, which i tried to do.

The flights are with Ryanair from Manchester.

MAN-ACE LC1E7T ACE-MAN BF2ZXN.

I paid for the flights and also paid for check in luggage, which i thought was two suitcases to go into the hold. It transpired after payment that the cost of £60 was for hand luggage of 10kg each to go into the cabin. Having travelled with Ryanair recently, i know the hand luggage in the cabin is free. Your website would not allow me to change my booking, or indeed book my seats, which is normal practice. I called the BOOKING.COM office and spoke with Tanviar, who i might say is rude and not helpful at all. He eventually gave me a Ryanair number which i tried to no avail. I will say your website for booking flights is very poor. Not informative, and leads you astray. You should be told exactly what you are booking, and not have to find out later, or have to go to Ryanair themselves. This is very poor. I need this resolving as i go away on 19th April and do not wish any problems at Manchester airport. There are enough problems there already. Could somebody please call me on [protected]. Thanks