Booking.com
reviews and complaints

Booking.com robbed me of my money. I made a reservation, that I had to cancel due to medical emergency my daughter went through. I still managed to cancel within period of free cancelation. To be precise, the period ended on 27th April and I have canceled the accommodation on 22nd April. It was cancelled in my booking.com profile. However, on 11th may, the accommodation charged me full price, plus like 25% extra! I contacted both, booking and the property and both are blaming the other side. Booking says, hotel needs to waive the charges we did not charge you, they did. Hotel says, it is booking responsibility, you did nothing wrong, but booking did not inform us about your cancellation. I am exhausted, frustrated and desperate. Willing to contact police, as this truly feels like robbery.

We booked "newly refurbished property in the heart of Pembrokeshire" check in 29th may-check out 1st June. We arrived at 2.30pm to see where the property was (check parking) and the cleaners were leaving, contacted host of the property to see if we could check in sooner but no reply so we arrived back to the property at 5pm (check in time). It was not at all as advertised... it was on a council estate with drunk and very loud neighbours, every other word was the 'F' word, Tampon and litter in the front driveway, not clean inside, food under the table, mess in the fridge, overgrown garden (couldn't use) stated bbq and garden on ad, but it was not in a state to use and no bbq. Dodgy electrics, light in landing wouldn't switch off, we couldn't stay here. We left and had no reply from our host. We had to book another accommodation at such short notice so it cost us alot more and now we can't get a refund. We will never use booking.com again. And I hope no one else suffers like us.

I booked a car for 5 days, the total amount was £281.54 which was taken at the moment I submitted my booking on Booking.com. Also on Booking.com I purchased a ~£50 insurance.

When I went to pick up the car, I was told that Greenmotion (the car rental company) does not recognize the insurance bought on Booking.com and I have to buy another for £160 or to make a deposit of £2500.

I did not agree with this conditions and asked to cancel my reservation. I was told that the reservation will be canceled and I will be reimbursed.

I got reimbursed for the insurance (~£50) bought on Booking.com, however, 6 days later and I am not reimbursed for the car rental (£281.54) and Booking.com affirms that the booking is Completed in their system and there's nothing they can do.

So I didn't sign anything, I didn’t even see the car and I got charged £281.54 which Booking.com does not agree to reimbursed.

I have made numerous attempts with customer service and the host of apartment we booked but never stayed in, to try and get a resolution to gaining a refund. This has gone on nearly 3 weeks now to be told we are not being refunded.

On 23rd March 2023 we booked an apartment in Sheffield, confirmation number [protected], which had amazing reviews. We arrived 13th May at the apartment, we could not get through to the host, Julie, to let her know that we had arrived, we had no address at all, just that it was City Towers in Sheffield. We managed to get into the foyer by some other residents, we kept trying with out fail to contact the host. After about 15 or 20 minutes of waiting Julie arrived in the foyer, looking at us in an award manner and saying often, that she was sorry, I wasn't sure what she was meaning by this and i asked what number apartment we were in and she said, i'll take you up, its no 14. All the time she kept saying that she was sorry, then started to cry in the lift. She started to frighten me and my partner, i was worried about whose apartment we were entering. We got outside and then she plonked herself onto the floor and cried, started rummaging through her bag looking for keys, again crying and saying "she thinks she has been abused, and that someone may be after her and that she will contact yourself to give us a refund, again i was very nervous to what we were going into. She kept saying all this over and over, eventually she found a bunch of keys then eventually the two keys to the apartment.

She let us in, then soon left, only leaving the one key with us. The apartment had no electric lights, tv would not work, the whole place was filthy. The bed looked like she had just got out of it, not made at all. I have photos of this property, all the breakages, dirt etc and i really don't think that anyone should stay here at all or this apartment be advertised on your site . My partner and I were scared if we stayed there who would be knocking at the door or letting them selves in whilst we were there. I did not feel safe, we decided that we would have to leave and find somewhere to stay. We made another booking via yourself and again i have proof of our stay, our other confirmation booking for the new Sheffield hotel is [protected].

I have been in touch with Julie about a refund, last message she said was she would sort this. Again i have photos of text messages of her reply. I am now desperate for you to look into this for us. This is the first time ever in my years of booking properties that i had witnessed an apartment so dirty and did not feel safe enough to stay. Regards Susan and John

PS i cannot attach photos as files are too big, if i have shared them with customer service. i am holding back my review on the booking.com website until i have this resolved!

Booked The Ashfield Hotel Huddesfield via Booking.com For night on May27th for my son as I was having an operation at a hospital close by.

Paid in full at time of booking. Booking reference AED904C £75.00

I was constantly contacted during the week before with reference to sending Photo ID of my son, stating it was needed for entry. This was unusual as something like this has never occured before!

My Son eventually contacted them about this, he was told that the ID was needed.ALSO a 'refundable' deposit of £50 would have to be paid! What for? payment was made in full!.

We found out later that this is a stunt pulled by the hotel/booking.com as we heard from a number of people this has happened to when booking via Booking.com. My son requested a refund.

We did not need the booking in the end as I was let out of the hospital the same day, but we did not know this until late on the 27th.

We contacted Booking.com about this but the way the website is constructed it refers you to the Hotel, so a 'circle of death' is soon happening, getting nowhere.

15Although we fulfilled all conditions (airport of Trieste is in the list of participating airports, we spent enough money on the accommodation...), the offer was only possible from the airport of Portorosz (Slovenia!), which we could not reach by plane!
This became only visible AFTER booking the accommodation!
This kind of promotion (is it?) is extremely misleading and completely unfair.
Contacting booking.com directly was impossible!
booking made 31/05/2023 around 9 AM
arrival from Frankfurt at the airport of Trieste on 9/6/23 14h05
MH

1. Wrong address given.

2. Studio was not clean. Waited until 4.15 3. was not as described on booking. Com

4. Was nit a few steps as told. Was actually two lots of steep narrow stairs.

5. Was no washing machine in the unit.

6. Was mo dryer in the unit.

7. Was no diningvtable

8. Was no kitchen area. Was a hob fitted into a unit facing settee

9. Was only one chair not two

10. Bed wad pushed uP against the wall

I have used Booking.com numerous times for several years-booking hotels no problems. When I use the app on my phone, the dates that I select to book for default back to the current date. This has happened 2X. I am trying to book two months ahead and then it defaults back to the instant date-thus I am not at the hotel and I get charged a no show. I literally cannot make this up. I tried it yesterday just to see if it would happen again and prior to booking it-it was in fact the wrong date. I don't consider myself a Karen or an idiot but this is crazy. They can legally charge me a no show night! The first time I did this-the hotel did reverse the charges and I then booked directly with them for the correct dates. Now this happened again and even though I called the hotel and contacted booking.com within minutes-I am got getting a refund. This is so petty I can't believe it. I did stay at the hotel on the correct dates and paid my fair share but looked at my bill and saw that one night no show charge from 2 months ago. Literally a terrible app. Be careful.

Hi I have sent a screenshot a few times to B.com explaining that I didn’t trust Booking.com as I had been going around in circles, they wouldn’t believe the Telford Whitehouse studios were shut& not accepting booking, BUT was advised to go there on the booked day hoping it maybe open? (bearing in mind my daughter driving 40 miles to pick me up &drive over an hour in the hope this place was open!) all before 12 noon!& if not go to Telford Mercure Hotel which they gave me the booking information for, such a waste of time, wel we’re in Telford as traders at a large event & all this running around (I have disabilities) plus Incapabilities in sorting the matter out itit Forced me to take£40 insurance as I can’t afford to lose £400! On the hotel roomThey really have no idea what they are doing & each person at B. C I spoke to did not know anything about the said closed hotel, even though we booked it through them! It took me over 3 weeks to try & sort it out & it was only a couple of days before check in that they confirmed it was closed!

We booked flights from Hermosillo Mexico to Johannesburg S.A. in March. After a few changes to our flights, we were informed that the first part of the trip was cancelled from Hermosillo to Mexico City where we were to connect to the next flight. No alternative flight was provided, so we cancelled the flights. Booking.com says they will refund in one to three weeks.

Our flight was for May 29. We cancelled April 18. We have been in contact with booking.com three times with just the same replies. But no refund. It seems and feels like a theft.

On 19th May 2023, my husband and I checked into a hotel in Uganda, entebbe after booking on booking.com

Check out was next day 20th may 2023. We paid using our debit card.

On 24th may 2023, we received a message notifying us of a withdrawal transaction that took place on our card at 19:08 in the same town where the hotel we spent a night is. This is very frustrating.

After receiving a booking.com message that my credit card was marked invalid and the reservation was canceled from Vacasa the property manager, I called booking.com and was on hold for 30 mins before I had to go and take another phone call. Then I took the other phone call and called back and the same person that answered the first time answered the second time and he hung up after I stated my name.

Then I call a third time and spoke to a different person who had me on hold and was able to answer whether my reservation was cancelled or not, He told me to look for an email in a few hours after he figures it out. I was very friendly and polite over the phone through this long, frustrating process. yet to have phone representatives who don't get back to you on the phone and actually hang up on you is absolutely horrible customer service.

Then to have my payment in limbo not knowing where I will stay next week and unable to charge my card again for a different reservation until this one is figured out has caused so much undue stress, wasted time on my family's part, I can only hope for a sincere apology and some time of compensation for such a terrible experience.

I listed a property yesterday but was unable to totally complete my listing. My property is now online with missing/incorrect information. I have sent over 1/2 dozen e mails asking them to delete my posting and call me. I was unable to sinc my calendars with my other sites. Their website is not user friendly. I just want to cancel before my place double books

I booked a vacation to this hotel in January 2923. The payment was supposed to be processed on May 16-17. I had to notify my bank to increase the limit on my card which I did. The payment was submitted at midnight causing it to be denied by my bank. Booking.com then canceled my reservation at the hotel causing me to rebook through the hotel at a much higher price. It’s costing me an extra$800 because of this. I will never use or recommend your company again.

I am trying to cancel a booking. I do not have the PIN, so no one will talk to me. This is ridiculous. The Hotel has closed down and I am told by the owner that Booking. com will still take payment. I understand the desire to minimise costs, but at the expense of customer service for odd things like this - simply not good enough. Please call me on +_44 [protected]

When booking the room I choose n the drop down menu the arrival time as between 2-3 pm because my bus ticket would land me at property aproximately that time
However I was offered a ride which would made my arrival time closer to 6 pm
I sent a message at 945 am to the property via the booking website
I also sent a special request for an early breakfast
Which was confirmed via booking.com
When I arrived at the hotel the owner laura was very argumentative hostile and rude
She told me my request was to arrive between 2-3 and the she would absolutely not do breakfast before 7 am
I showed her my sent via booking.com message about arrivining later she told me she did not receive it and flat out refused to be hospitable or decent
She was yelling at me the whole time and told me "I was a tourist" "it was her country" "I needed to learn respect and to be humble"
I was in shock at her prejudice obvious racism and her hostility
As a full time traveller I have never experienced such hostility
She refused to allow me to stay
It is necessary that I write a review about this property so other caucasian traveller's avoid this property!
I had to get another cab and find another room after 6 hours of traveling costing me additional unbudget for money
This womon should not be allowed to offer rooms or at least say it is not for gringos
I choose her property because of all the good reviews and especially for the breakfast as my flight offers no food
Quite a shocking experience
This womon should not be allowed to throw her hatred for white people around nor power trip when someone is vulnerable travelling with luggage
I have never been yelled at being scolded that I needed to be humble or respectful as a practicing buddhist this is the morals I practice and live by
Kind regards
Wendyann harmer

We drove into the property and were not comfortable, still had the same sense while checking in. I asked to see the room first as the first impressions were not great, the lady replied you have already paid for the room. We completed paperwork went upstairs got out of the lift which was grubby the place looked like a homeless shelter. We opened the door did not take one step in could smell the room see the shabby carpet and scrorch makes on the carpet and tuend around and said we are not staying here. We did not take luggage upstairs we did not touch the room. When arriving downstairs the lasy said "you will have to contact booking.com". We were distressed left the premises and wen and go the last room at the Hotel Nelson costing another $210. To say we were not happy the standard in the two rooms for nearly the same price was incredible. We use your service often and have never had and issue prior to this issue. We would welcome a refund and would be happy to promote good customer services from your organisation. I look forward to your reply.

Booking reference [protected] I am discusted at your response which is an insult. I expect more fron your company and yet again am let down. I rang on the 11.5.23 at approx 5pn and was told the £6.00 insult was just an offer to say sorry but after waiting over 12 minuites was told a different story it was my refund which im fuming at. We did not stay at tve dirty, smelly proterty, advertised by you with misleading photo which shows the fribt which is an induan resturant not front of the hotel this is around the side past rubbish, broken wooden palletts, numerous other businesess and an unkept empty car park. But the resturant entrance which can access the hitel smells of sewage, has dirty broken furniture throughout walk to hotel, brokem flooring and wall tiles. And dirty half painted walls. Our hotel room had dirty bedding, windows, curtains, chipped walls, dirty cups and rea tray, smelly, our neighbouring room had constant agressive male voices shouting. We left quickly as two women we felt scared and unsafe. I am giving you 5 working days from today to pay me the whole refund or we will take legal action to obtain this which we will also look to recover all reasonable costs. Therefore im sure you will want yo resolve this. As stated after 5 days I will write to acknowledge legal action will be started.

S Hull

May 10, 2023
Condo and bookings.com, 0 out of 10.
Very polite service people at bookings.com.
NO ACTION BY THEM.
Booked and paid for a condo for 10 days starting May 4 2023
I arrived to a room that was supposedly mistakenly occupied.
After waiting for hours, the unit was “ready”.
Without getting into long story, I will just say that the dirty smelly room was unsuitable for me.
No response from owner and we left after 30 minutes waiting/hoping for reply.
The owner of the condo totally misrepresented the unit.
The owner did not reply to my calls or texts.
Checked into hotel.
Hotel costing me more than condo.
Also, everyone knows how much time and effort it takes to find a unit.
I have emailed bookings.com.
I have spoken with them 3 times and had promises of callbacks.
Received no callbacks.
Received an email from bookings,com telling me to sort the problem out with owner.
100% unsatisfactory.
I should get both a refund and compensation.
The owner should be penalized.
Bookings.com has responsibility but it has done nothing.

am writing to file a formal complaint regarding the lack of response and delay in refund from Booking.com for my cancelled Air India flight from Chennai to San Francisco which was scheduled on Jan 24th. My customer id provided by booking.com - 40- [protected] The flights number: Chennai to Delhi - Flight AI440 Delhi to San francisco - Flight AI183 I have cancelled my flight in the last week of december and airlines have sent the refund to Booking.com in the second week of January 2023, but I have yet to receive the refund from Booking.com, despite following up with their customer support team multiple times for the past three months. Every time I reach out to their customer support team, I only receive an automated response, and there has been no valid explanation as to why I have not received my refund. As a valued customer, I am extremely disappointed with the level of service I have received from Booking.com. I expect to be treated with respect and professionalism, which includes promptly addressing my concerns and fulfilling my refund request in a timely manner. I request that you take appropriate action and investigate this matter thoroughly. I would appreciate it if you could inform me of any steps taken to address this issue and ensure that Booking.com fulfils its obligations to refund me the amount due. Thank you for your attention to this matter. Sincerely, Pavithra Ramachandran