Booking.com
Reviews and Complaints

I reach out regarding a refund issue for my canceled flight bookings. Despite multiple follow-ups, they have not received the refund after 2 month.

Customer reference: 40-[protected]
It has been over two months since the airline confirmed the refund was sent to Booking.com, yet I still have not received my money. I have reached out multiple times (at least 15) and was assured each time that the refund was forthcoming. LITERALLY, NOBODY tells me where my money is! I tried and contacted every BOOKING department.
Airline made payment to Booking on September 13. I have been trying to get my money from them more than 2month.
They said on November 14, I wıll receive in 72 hour and also it did not happen.
Be careful with your money on this website!

I am compelled to share my extremely disappointing experience with Booking.com regarding my booking reference 40-*******8. This situation has not only caused me significant stress but has also led to substantial financial losses.

Denial of Boarding:
On 24 June 2024, I was denied boarding at London Heathrow Airport due to the absence of a valid ESTA. I was instructed by the airline to contact the agent through whom I booked my ticket for further assistance.

Inadequate Customer Service:
During my initial call to Booking.com on the same day, I spoke with an agent named ***. To my dismay, I was not informed that my entire journey was canceled due to the "no-show" status marked by the airline. Instead, I was misled into thinking I could still catch my connecting flights.

I made multiple attempts to clarify the situation and initiate a refund for my unused tickets on 25th June, and also raised my complain for refund both via calls and a complain made on 15th July but customer service agents, consistently failed to provide accurate information or resolve my issues. The lack of support was both frustrating and exhausting. The complaint made on 15th July was never responded.

Failed Refund Process:
Despite my persistent efforts, it wasn't until 26 September 2024 that I was told my refund request was acknowledged. However, I received only a partial refund of GBP 386.22 on 02 October 2024. I incurred additional expenses exceeding GBP 2000 due to alternative travel arrangements that I had to make as a direct result of Booking.com’s mishandling of my case.

Inadequate Response from Customer Service:
I recently received a response from a senior customer service representative, stating that no enquiry on my delayed refund and no response on the compliant made on 15th July and directly addressed that no full refund is possible and that I should be satisfied with the minimal refund provided. This is unacceptable considering the distress and financial burden I have endured due to their incompetence.

Seeking Legal Advice
Given the circumstances, I am now seeking legal advice regarding my rights as a consumer and the appropriate steps to take to recover my losses. I strongly advise anyone considering booking through Booking.com to think twice, as their customer service has proven to be inadequate, and they appear unwilling to take responsibility for the issues that arise.

I hope my experience serves as a warning to others and encourages Booking.com to improve their customer service practices and resolve complaints in a timely and fair manner.

Booked accommodation in London. Paid 1 month prior to check-in. Received no code for keylock. Contacted both accommodation company and Booking.com up until day of check-in for details. On morning of check-in, booked alternative accommodation through Booking.com again, because we did not want to arrive in London with no accommodation. Brand new flat in Notting Hill has been sent emails to cancel the original booking, so that it will trigger a full refund to me. They have not replied, yet Booking.com will still take bookings for that property. Is that ethical?

I recently had an awful experience with both Booking.com and the accommodation they listed, Haven of Trees. Upon arriving, we were met with an absolute nightmare: the shower was covered in sewage, there were no towels, the entire place was filthy, and the room smelled terrible. It was completely uninhabitable, so we had no choice but to leave and find another place to stay at the last minute.We contacted Booking.com immediately, seeking support and a refund. The initial response was frustratingly dismissive. They claimed to have spoken with the owners of the accommodation, who supposedly refused a refund. However, after pressing further, they admitted that they hadn't actually managed to contact the owners because all calls went straight to voicemail. Despite this, Booking.com still decided against processing our refund because we had booked a "non-refundable" rate.It's incredibly disappointing that Booking.com doesn’t take responsibility for the quality of the accommodations they list. We paid for a place to stay and instead got a health hazard. The fact that Booking.com wouldn’t refund us despite the situation being completely out of our control makes them unreliable and untrustworthy.Over the course of 10 days, I spoke with three different customer service representatives, sent multiple messages through their chat system, and provided photo evidence of the disgusting conditions. Their final response? A £21 voucher as "compensation" for an accommodation that cost £167 and left us scrambling to book another place at £330. There was no meaningful compensation for the stress and financial burden they caused us.This experience was beyond disappointing. I will not be using Booking.com again, and I urge others to think twice before booking through them. The lack of accountability and poor customer service is simply unacceptable.

As someone who has explored various travel options, I must say that Booking.com has its ups and downs. While some users have praised the ease of booking and great deals, others have faced challenges with customer service, cancellations, and unexpected charges. It's essential to read the fine print and be cautious when booking through them. Despite some positive experiences, it seems that Booking.com still has room for improvement to ensure a consistently positive customer experience.

ONLY put 5 so it would be read. I used booking.com a few times and had no issues, however... Last month for me and my husbands anniversary we booked a place for a few nights. While out to dinner on our first night we received a phone call from a different hotel asking us when we would be arriving. I had never even heard of and never received any confirmation emails about. I received multiple reminders about the hotel we did book but not ONE about this other hotel we supposedly booked the same weekend as the other. We ended up paying $200 for the first night at the place we were not even staying at... needless to say I was very frustrated and when I called booking.com they would not do anything about it. They said on there end that they sent a confirmation email. We looked on both my husband and my email history & spam up till the day that I supposedly booked the other hotel and there was NO email confirmation about it nor were their any reminders like for the hotel I actually did book. Not use this site you will loose time and money you work hard for!

Stayed at Tourist & Resort Hotel Cappadocia, booked through Booking.com. This Hotel classified as Four Star but the treatment we received was 5 star. My partner and I would like to thank, the house maid, the reception staff, the breakfast staff, the chef (who make the most amazing omelettes), and the doorman, and last but not least the manager, who made our stay the greatest part of our world trip. We arrived tired at 05:30 in the morning a car (driven by doorman) picked us up from the bus station and took us to the hotel, reception seeing how tired we were gave us a room immediately, while the doorman carried our two heavy bags upstairs to our room, and we were invited to have breakfast after a short sleep, everything thereafter was just as perfect. Cannot recommend this place enough. I would also recommend that any tours, ballon rides be booked through the hotel manager, he speaks perfect English, and did not rip us off, in fact he was cheaper than quotes we received from local agencies we got quotes from. Dates stayed 13/7/15 to 17/7/15 inclusive. From an Australia traveller couple

I was pleased with getting a hotel reservation in Tennessee using booking.com: good price, no problems. I went through PayPal; everything was tidy. I then discovered a foreign transaction fee assessed by BOA. I was informed that if I use my BOA card from a company located outside of the U. S (booking.com), I will have to pay a foreign transaction fee. BOA added a designation to my PayPal transaction with "NLD." I am told by a BOA associate that NLD stands for "Never Land." I didn't catch the designation for "D."

The folks at BOA graciously waived the fee this time; I think because I am a long-standing member. I did some research and discovered that the HQ of booking.com is located in the Netherlands, hence, "foreign!". If I use anything related to booking.com in the future and use my BOA card, I will be assessed a foreign transaction fee, and so will you if that is your preferred credit card. The fee was minimal, but for me, it was the principle of the matter. BOA may be a trendsetter or following behind someone else. I am retired and living in Tennessee, and I thought I would inform others of what I just discovered.

I stayed at Barmston beach. Park Dean, I had a beautiful caravan great kitchen with big fridge and freezer spacious living room may only complaint would be that the double mattress had seen better days was sprung, I was in Rowan Vale, 4. I must point out that I stayed there mon'17th, may till 21st, 2021. But until now had no Internet, so maybe the mattress has been sorted out the living room with 32inc dvd combo flatscreen & proper so
Sofa & separate chairs had a door separating the kitchen & the kitchen also had a separating door from the bed rooms one with two single beds and the double with on suite & the bathroom with bath&shower, more like I home than a caravan facilities were very good & it's a five minute walk to the beach at the back of the park, you can walk along the beach to Bridlington in about an hour a lovely walk that brings you to bridlington Spar, I recommend that you can safe money on meals if you don't bring your own food to cookby using the Blackbull Pub in the village about 8-10, walk away from the park. Much cheaper for family meals and very friendly staff, As are the staff at the park I can't fault them!, Nice quiet place during my stay, Looking forward to using Barmston Beach Holiday Park Again!

I have been a member of booking.com for almost 4 years. I travelled a lot for my business and leisure with my family. Each time I booked thru this website is smooth, the photo in website and actual condition is correct all the time.

One time in Nov 2016, my family and I went to Sicily, Italy for 3 days. Booked a hotel one month in advance. Picked a Villa location is beach front. Arrived in The Villa, greeted by the owner and his wife. They speak only Italian. My husband and I speak little Italian. They tried to explained to us that there was a small huricane hit The Villa 2 nights before we arrived, therefore, our room is a mess. He recommended me to another Villa own by his friend. Arrived in new Villa but I do not like it. It is not beach front and no linen and pillows ready. I've called booking.com and she called the owner of the Villa trying to solve the issue. She called me again and offered me different Villa with similar situation (beach front, kitchen ready, etc). She also able to full refunded my money from previous booking.

I think this is very profesional customer service who would go out of her way tried to call me and villa's owner to solve problems of all parties.

Booking.com can count on me as their customer.

My experience with Booking.com's customer service was handled in a very professional and timely manner. I accidentally booked a hotel in SF that I was not intending to retreat at online and while trying to undo it, I confirmed it! I didn't realize it until I had received an email with a confirmation number followed by my computer error. On the website, if I had done it, a cancellation fee would apply if reservation was to be cancelled and I just did not feel good about it. I immediately called the hotel and explained the situation and they were not able to cancel my reservation, I would have to contact Booking.com. I reached representative ERIC and I cannot be more thankful for his understanding and going out of his way to cancel and waive the fee for me! I was put on hold for about 10 mins and ERIC came back on to apologize for the wait and explained to me that he had to contact three agencies to get them to cancel the reservation without any fee. I was ecstatic and thanked him for going above and beyond! Such a genuine representative! Although the hotel was not for me, I definitely will be using Booking.com for the one I'll be SURE of this time. And I'll book it properly! (: thank you again, ERIC! We need more people like you in this business!

We have used Booking.com on many occasions. We travelled to over 35 countries and we are pretty fair in our reviews as we're an elderly couple. I am also a very senior contributor for Trip Advisor.
We stayed in Hotel Sentral in KL Malaysia about a week ago. Prior to that we had a fantastic 12 days in Subang Jaya ( 4 nights at Grand Dorsett), 4 nights in White Lodge Langkawi, 4 nights in Noordin Mews Penang. We only picked Hotel Sentral because of it's proximity to K
L Sentral. After the first night my wife was bitten by something and she was breaking out in rashes. I went to a Chemist nearby and explained the symptoms and he got me the medication from 1 spot in the front of the counter for bed bug bites. The location of the hotel is good and so are the staff. Breakfast was also OK but who would like to be bitten by bed bugs while on holiday. My wife wrote an honest review but Booking.com did not publish it. Even the Hotel Management apologized to my wife but not Booking.com. I would advise people to desert them in droves. They are dishonest. I read a review on Agoda where a customer complained about the same problem and got a refund. I would strongly recommend people who are travelling not to use Booking.com and also Sentral Hotel. After 10 days my wife has still not recovered.

I recently had an extraordinary experience with Booking.com's Transport Department, all thanks to a wonderful individual named Isah. Facing unexpected delays with my flight, I found myself in a bit of a predicament regarding my taxi booking. It was during this stressful time that Isah stepped in, not just as a representative, but as a beacon of support and understanding.

From the moment I reached out, Isah was there to calm my nerves, reassuring me that I was in safe hands. He went above and beyond to accommodate my situation, ensuring that my taxi booking was rescheduled seamlessly amidst the chaos of travel hiccups. His empathy, professionalism, and unwavering dedication to helping me navigate through these difficulties were nothing short of remarkable.

Isah's exceptional service and the assurance that "he will do whatever he can to help" truly set a new standard for customer care. It's rare to encounter someone so committed to the well-being and satisfaction of customers. This experience not only alleviated my stress but also reinforced my trust in Booking.com's services.

To Isah and the entire Transport Department at Booking.com: thank you for turning a potentially disruptive travel setback into a testament to outstanding customer service. Your efforts are sincerely appreciated, and I look forward to relying on your services in my future travels. Isah, you are a true asset to your team, and your dedication deserves the highest praise.

Delores Shelton booked a room at Holiday Inn Express Hotel & Suites Auburn AL on May 8, 2024. Delores canceled the booking with the hotel Last week. The person at the hotel desk told her she had to contact Booking.com to

get a refund. To this instant she has been unable to reach them by phone or email.

Please respond.

Harvey Shelton. Deloress's husband

I made a reservation at Wingate by Wyndham Miami Airport, I am at room 406. I have just noticed that the room has not been properly prepared, the bed sheets have not been changed, the carpet is not clean. The only person at the hotel says that he is full and he brought me clean sheets, but I had to do the bed. I will have to stay in a room that has not been prepared for a new guest, this has never happened to me before, can you please help me. I tried to call in the international number provided in the confirmation email but the waiting time is over 10 minutes

one amount of $543.05
second amount of $546.21 has ben charged to my credit card
date of stay- 01/06/24 to 07/06/24
Please rectify this and refund the second amount to my credit card
Hexagon International Hotels and Vila and Spa
Nadi Airport Fiji
Tin Number-[protected]
Invoice number-52788
Arrived-01/06/24
Departed- 07/06/24
Room 507
Jack Kumar
PH- [protected]
jack.[protected]@hotmail.com