Booking.com

I had a recent experience with booking.com that left me feeling frustrated and disappointed. I thought I was booking directly with the hotel, but it turned out to be a bait and switch situation. I booked a room that was supposed to have a king size bed, but after booking it, I realized that the drop-down option was double or XL-double, which wasn't in the description. I found another room with the same amenities and a king size bed for only $1.13 more on the hotel's website. When I called to inquire about switching rooms, they told me to go through booking.com to avoid double billing.

I called booking.com and explained the situation. The first person I spoke to called the hotel to verify that the room was available, but when I asked to switch, they told me there was a $30 upgrade charge from the hotel. I explained that I wasn't upgrading, just switching to the same amenities with a different bed size, but they insisted it was an upgrade charge. When I called the hotel to inquire about the charge, they told me they didn't charge guests to change rooms, even if it was a completely different room.

I called booking.com back and got a different person who also called the hotel to inquire about the room. They came back with the same story about the hotel charging a fee to switch rooms. I called the hotel again and spoke to the customer service manager, who confirmed they didn't charge for room changes. I made two more calls to booking.com and asked to speak to a manager, but was hung up on when I persisted.

I decided to cancel my reservation with booking.com and work directly with the hotel. When I asked about the cancellation fee, I was told by booking.com that they didn't charge fees, only the hotel did. But when I called the hotel, they told me they wouldn't charge me for cancelling one reservation to make another.

I called booking.com back and was told again that they didn't charge fees, only the hotel did. I was fed up with the lies and asked what purpose they served. The representative said they offered a service, but I couldn't understand what that service was since they overcharged customers, lied to them repeatedly, and hung up on them.

I am considering filing a class action lawsuit against booking.com since any fee they try to charge me is clearly falseified since they don't charge customers anything, only the hotels do. I would not recommend doing business with this company and am surprised they are still in business.

I recently booked a flight to Stuttgart, Germany through Booking.com with Lufthansa for September 2022. Unfortunately, on October 18th, 2022, the flights were cancelled, but I was not informed of this until March 4th, 2023. I called Booking.com to inquire about the cancellation and was told that alternative flights had been re-booked for us from 15:10 to 09:10am. However, when I called back on March 9th, 2023, we had not received updated tickets or any written confirmation of the change of flight. I was told that the flights had been rebooked and that we would receive new tickets in 2-3 days.

After not receiving any written confirmation or updated tickets, I called Booking.com again on March 14th, 2023. I was informed that the flights were not rebooked, but only a request for new flights had been put in. I was told that my case had been escalated to the support team on March 9th and March 14th. I asked to speak to a supervisor, but was told that a supervisor was not available and that I would have to wait 24 hours for a call back.

Finally, on March 15th, 2023, I received a call from a supervisor, Sujata T, who advised me that she had escalated the case as a priority to the support team and that we would have updated tickets by Saturday. She even put this in writing to me in an e-mail. However, when Saturday came around, we still had not received any updated tickets, and I had to call Booking.com again. I was told that I had already spoken to a supervisor and that I needed to kindly wait for an update from the support team. I requested a further call from the supervisor, but was told that a different supervisor would contact me every time.

Another supervisor called me back later that evening, around 8pm, and informed me that the case had never been escalated to the support team. This supervisor, Rahul T, advised me that he would expedite the process as a priority, but no one from the support team works over the weekend, so it would be Monday, March 20th, 2023, at the earliest before anyone picked up this case. I received an e-mail stating that my case had been escalated to the support team, which was upon my request due to having been lied to and not offered.

Despite Rahul T stating that no one would pick up the case until March 20th, 2023, I received an e-mail on March 19th, 2023, to confirm that there were no flights available for us to re-book either on the day or +/-1 day, and that we were unable to travel as planned. The e-mail stated that we had 5 days to respond for a refund, otherwise it would be recorded as a no-show, and we run the risk of no refund other than taxes. I spoke to Lufthansa, who advised me that there may be flight availability, but just not via Booking.com, as not all airlines give all their availability to travel agents.

My husband and I were supposed to be traveling with our three children, aged 3, 5, and 15. Our 15-year-old is diagnosed with ADHD and autism, and we had been preparing her for the trip for some time, as it was going over to meet family she had not met before, which is anxiety-provoking for her. Getting to Stuttgart was not easy, as we were having to do a layover in Frankfurt, and the cost of flights now compared to what we paid in September 2022 has more than tripled per person and beyond what we can afford to just go out and re-book flights elsewhere. We have non-refundable accommodation booked in Germany via Booking.com to the cost of €840.98, but Booking.com has told me that this is not their responsibility and that there is nothing they can do.

We are currently trying to sort something out directly with Lufthansa, but with 10 days left to go, I am not hopeful. Booking.com was aware of the cancelled flights for months and did not share this information or act on it. They then lied on multiple occasions about having escalated the rebooking to the support team, leaving us with no time to rearrange the flights. They are now taking no responsibility for the ripple effect of our non-refundable accommodation in Germany. My kids are devastated, our annual leave from work is wasted, our train tickets from the airport to Aalen where we were staying are wasted, and Booking.com does not seem to care.

I would never book with this company again! They need closing down!

I am writing to share my terrible experience with booking.com. My friends and I planned a trip to London from April 29th to May 1st, 2023. I had booked the Luxurious Central Soho Apartment through booking.com on January 29th for ?1,103.46, which was non-refundable. However, when we arrived in London, the apartment owner informed me that all bookings had been canceled due to a dispute with booking.com.

I immediately contacted booking.com's EU office, and they assured me that they would book us another apartment or hotel. However, after waiting for over an hour, I received an email asking me to rebook another apartment, which I would have to pay for again. I was frustrated and confused, as I had not been informed of any refund.

When I called booking.com again, a different operator informed me that I had been refunded the original ?1,103.36, which would take 12-15 days to process. I was shocked and horrified, as I did not have the money to rebook another apartment at such short notice. I asked the operator to book me into another hotel or apartment in the same location, but he told me that there was nothing he could do.

I asked to speak with a manager, but after waiting for 15 minutes, I was hung up on. I was emotionally and physically drained, and our holiday excitement had been ruined. To make matters worse, this trip was supposed to be a fun trip for my mom, who had recently been diagnosed with breast cancer and had just undergone a mastectomy.

I had to borrow money to book another hotel, the Radisson Blu Edwardian Grafton Hotel, which cost ?1,465.53, nearly ?400 more than the apartment I had originally booked. However, when we arrived at the hotel, they informed us that booking.com had allowed us to book after their deadline, and they were full. We had to be transferred to another hotel, which cost us another ?30 and took 30 minutes to check in.

We lost a full day of our trip and spent over ?400 in additional costs. I am extremely upset and in shock from the treatment we received from booking.com. Their inadequate and careless service caused us financial, emotional, and physical stress.

On October 30, 2015, my group of six, including four adults and two children aged 10 and 3, arrived at our Vacayo apartment at around 5 pm EST. After resting for a while, we left the apartment at 7:30 pm to grab dinner. However, when we returned almost three hours later, we found that we could no longer access our apartment. We could get into the building, but not into the apartment itself.

We tried calling Vacayo apartments, but could only reach their voicemail. We also tried contacting the person assigned to help us with our check-in, but we were unable to reach him right away. After several attempts, we decided to call booking.com for assistance. Although the agent was helpful, they were also unable to reach anyone from Vacayo. We remained patient, hoping someone from Vacayo would eventually call us back to help us. We tried calling all the numbers Vacayo gave us, but again, we were unable to reach anyone.

At 11:39 pm, Kareem, the Vacayo representative in charge of our check-in, finally texted and called me. Unfortunately, he was unable to help us over the phone and said he would see what else he could do and that he would text or call us back. After 30 minutes with no feedback from Kareem, we texted him again asking for his help, but he did not reply. So, we decided to call booking.com for the second or third time that evening to ask for help again.

At this point, we were all exhausted coming off a 19-hour flight and were also cold in the hallway with all our things inside the apartment, except for what we had on us. We all just wanted to sleep, especially the children, but could not. We were forced to sit in the hallway and stairwell, alternating calls to Vacayo and booking.com. My brother sat with his 10-year-old son sleeping on the floor beside him, while my sister-in-law sat with my 3-year-old niece, who was crying most of the time.

At 1:30 am on October 31, 2015, after not hearing back from Kareem and Vacayo, and the booking.com agent saying that they could not help us with last-minute bookings since it was already past midnight, we decided to look for another place for the night. The cheapest place we could find in Manhattan at that time of morning that had an available room was Gardens NYC, but it would cost us $580.11. We decided to take it rather than the alternative of sleeping in the hallway. We also spent $26.53 on an Uber taxi to get to the hotel since it was located in the upper east side, and our apartment was in the lower east side. All in all, we were able to check in by 3 am.

The next morning, Kareem from Vacayo called at about 9:30 am, saying he was in the city and would be able to help us "in a while." By 11 am on October 31, he finally called to say he was on the way to the apartment, and I told him that I would meet up with him there. We got to the apartment just past 12 pm, and fortunately, Kareem was already able to open the apartment door by then. He informed us that something went wrong with the doorknob, which is why we could not get in. He said he would report to his office that the incident was not our fault, something which we knew all along. After he left, I called booking.com to inform them that we got into our apartment already and to help us with a reimbursement of at least $580 for this unnecessary expense.

Throughout the entire nightmare, we did not lose our tempers, despite feeling helpless during that time. No one from Vacayo or booking.com was able to help us, not until over 12 hours since we first requested help.

As of right now, November 3, 2015, that feeling of helplessness is back. We feel booking.com and especially Vacayo apartments are not taking our claim seriously. No one has apologized to us, except for some empty words, but more importantly, our refund request has been totally disregarded up to this point. We feel that booking.com did not value our business and is hoping we would just go away quietly. We are not!

I regret using booking.com and will not use it in the future. I will make sure that as many people as I can reach will be informed of this incident and the lack of action from the company. Sending emails is insufficient and not helpful at all. We want results and nothing over what should rightfully be refunded to us.

I recently used Booking.com to sell rooms online for my hotel and I have some strong feelings about the service. First and foremost, the customer service provided by the Elegant Staff, especially the Credit Control staff, was incredibly rude. They never seem to prove the situation, even when we have evidence to support our claims. For example, we had a situation where Mr. A did not check in, but Booking.com claimed he did because he said he did. When we asked for more information about the check-in time, room number, check-out time, and receipt, they refused to provide it and still asked for commission. This is what I call "cheating."

It seems like the Elegant Staff, who are trained by a huge company like Booking.com, don't care about the hotels they work with. They always think they are big and important, but they provide low-quality services and investigations that don't protect their hotel partners. I think there are many thousands of agent sites that are always ready to welcome hotels and can solve these problems in a better way. If hotels don't care about Booking.com, it won't be a problem for hotel marketing.

Another issue I have with Booking.com is their problem with review investigation. They never seem to know the truth, but liars can write misleading messages on the hotel page without the best investigation from Booking.com. What about the best responsibilities and compensations? It seems like they don't care about that either.

There are many other distribution channels available to hotels, such as 1HotelRez, AA Travel, Agoda, and more. I hope Booking.com can solve these problems in an effective way because they work with hotels, not slave partners.

I recently booked a stay at the Reservation Hotel Exedra Nice through booking.com for a special occasion with my boyfriend. However, I am now concerned about my booking for two reasons. Firstly, booking.com seems to have a slightly shady business model, and my booking is non-refundable, meaning I will lose 167 Euros if I cancel. Secondly, I received a poorly written email from the hotel asking for copies of my credit card and ID, which made me feel uncomfortable about the security of my personal information.

I contacted booking.com and the hotel to express my concerns, but it was a long and frustrating process. Booking.com blamed the hotel, and the hotel claimed that the request for my credit card information was necessary to avoid non-valid transactions. However, this was not made clear on booking.com's website, and I feel like I have lost faith in the booking process.

Furthermore, I am now unsure about the quality of the hotel, as reviews suggest that it may not be up to the 5-star standard that it claims to be. I am anxious about my stay and worried that there may be further problems due to the lack of clarity and communication from both booking.com and the hotel.

To make matters worse, I discovered that there was no difference in the room rate between booking.com and the hotel's website, so there was no point in booking through booking.com in the first place. Overall, I would not recommend booking with booking.com or staying at the Reservation Hotel Exedra Nice. The process was a pain in the arse, and I am now out of pocket and unsure about the quality of my upcoming stay.

We recently had a terrible experience with Booking.com while booking a guesthouse in Barcelona. We were looking for a charming place that was close to restaurants and bars, and this guesthouse seemed perfect. However, when we arrived, we were disappointed to find that the rooms were extremely small, uncomfortable, and beat up. There was minimal heat in the actual room, and none in the kitchen or bathroom. To make matters worse, there were no open restaurants nearby, and the guesthouse was surrounded by construction sites.

We contacted the hotel to ask if we could be released from the contract, but they refused to refund us any money. We then reached out to Booking.com for help, but they did not respond to our inquiries. We were stuck in a terrible room with no protection from bad hotel owners who were not providing customer service or fulfilling what they advertised. We were unable to leave without losing our entire payment.

We want to warn others that using Booking.com to book a room can leave you with no protection from bad hotel owners. We recommend calling hotels directly to book your room. At least then, you'll have a way to leave if it's not suitable, and it will probably even be cheaper.

We also want to share our experience with how Booking.com dealt with our problems. They publicly responded on this site that they would try to help, but they did not follow through. They claimed they had no accountability for anything the hotel listed and apparently did not care when it was pointed out that the places were advertising falsely. They had three days after we contacted them to help us, while we were actually stuck in that apartment, and the owners wouldn't respond to our emails or calls after telling us they would not refund our money if we left early. They did nothing until we checked out and then sided with the guesthouse, saying that we had never contacted them about our problems until after we left.

We were traveling for two months and had used Booking.com numerous times because of the convenience. However, out of a minimum of 10 hotels, many of the listings were not faithful to their descriptions. One place we booked because of the great pictures turned out to be pictures of a sister hotel at a different location. We only cared or complained about it until the last one, which was so bad that we asked them to help us and at the very least honor their guarantee. When we arrived at the hotels and saw the current room tariffs, it was clear that we never got a "deal." We always got the current room rate. When we started booking through the hotels directly, we found that we actually got anywhere from $5-$65 a night less than what Booking.com was listing them at!

In conclusion, we recommend using Booking.com only as a search engine, if you have to, and then booking with the places directly. Also, don't believe the "last chance" or "1 room left" marketing. We booked several of those to arrive and find that we were literally the only ones in the hotel. Even if it says there are no rooms left, there is probably a good chance that if you call the hotel directly, they will have rooms available.

This stay/booking was the worst experience ever! We were so excited to stay at this location, but upon arrival, we found out that our reservation wasn't available because they were overbooked. We were so disappointed, and we contacted booking.com for help. We spent a period of 2 1/2 hours trying to get a solution, but the hotel wanted to downgrade us to a motel 6 room with no refrigerator and no microwave. We rented a unit with a kitchenette and packed a cooler for our stay, so this would not work. The agent helping us suggested that since the hotel was working with us, there wasn't much else he could do. As I explained to him, it's never acceptable to downgrade a room. It should be as good or better.

While he started "looking," the assistant manager Ali came back on the line and said he had found 2 double rooms at studio 6. We arrived there a half-hour later at 4:30, and to our surprise, there were no rooms available. He was wrong, and there was nothing available. We waited for an hour for a solution, which we proposed as we had nowhere else to go. We took a single room in studio 6 (for the kitchenette) and put a blow-up mattress on the floor for our children, and the rest of our group was put in a double at motel 6. We were told we would be able to move the next day to our rooms.

We attempted to cook that night; however, the burners were in such poor condition that we tried for 45 minutes to boil water, but it wouldn't get hot enough. We instead had to take our family out to dinner. The next day ended up still not having rooms ready at 4 pm. They finally found us rooms, but one was missing a drawer in the dresser, a coffee pot, and 2 trash cans, and the other was missing the microwave. This doesn't include the several dishes missing from both rooms, and the fact that we had to move pillows from the single room to the double room.

We moved our stuff and went to the pool. Upon returning to our room to make dinner, we found several roaches in our room. We instantly went to the office and found out they had nowhere else to put us because they were fully booked in both hotels. They offered to spray it with bug spray that they stated was safe for me (pregnant) and my baby to be in the room. We elected to move to the other room to allow the spray to work and hopefully avoid any issues. Upon coming back to spray, we found out that the bathroom sink was leaking all over our stuff in the cabinet. They had no one that could fix and stated someone would have to do it in the morning. We had to stay in a room that after they sprayed more bugs came out.

During all of this, we attempted to get help from booking.com; however, the agent put us on hold for a long time looking into the notes and contacting the hotel. As it was almost 8, we just hung up and suffered as we knew nothing was going to happen that night. We went this morning to get status of changing rooms, concerns about bugs in our stuff (asked if there pest control could come treat while we were out and we were informed they don't have anyone from pest control that could come out today-they only come on Thursdays), and asked about the sink. Front desk was unaware of the required move today, the repair, and the bug issues. In addition, she was unaware of the credit that was supposed to be credited to our card.

No one should have to pay to sleep in a roach-infested room and worry about bringing them home. At this point, I'm being told that the assistant general manager doesn't come in until 6, and she would try to reach him. That was 45 minutes ago, and once again, no communication. No one should have to spend this much time moving rooms and dealing with issues on a vacation. We booked 2 rooms for 3 nights and expect that we should be able to enjoy our vacation, not deal with all this stress and drama.

I am once again having to feed my family out because I will not eat in a roach-infested room, and this is unacceptable. When I tried to call booking.com last night, the agent needed to put me on hold to review notes and contact the hotel. I was on hold for quite some time and finally decided to hang up. There was nothing that was going to get fixed at almost 8 pm. Booking.com should have helped us get a better location from the start and found a way to comp to the price we were guaranteed when we booked on August 5th.

I've never been so disappointed, and what should have been a relaxing vacation with our children enjoying our park passes at six flags has turned into an outright nightmare and hours of being put out and fighting to have a place to stay. Very disappointed with Studio 6 and Booking.com. No guest should have to go through the troubles we're going through!

Booking.com is a website that I recently used to book a hotel room for myself and two other couples. I was drawn to the site because they repeatedly advertised "Free Cancellation - pay at the property" and had properties available that allowed 6 people in one room. I filtered my search for "6 people", "no cancellation charge" & "no prepayment" and found that Comfort Inn was at the top of the list. However, I soon discovered that Booking.com uses deceptive methods on their website.

When I selected Comfort Inn, the Booking.com website took me to a page that showed a picture of the property and above the picture, it stated "FREE cancellation". I was careful to note that the reservation was for 6 people and "non-refundable" was not noted until I chose the room. The cancellation charge amount and prepayment requirements did not show unless I selected the "i" symbol located before the non-refundable designation on the "Next step" page. Throughout the reservation process, I double-checked that it stated 6 people at each step because the same room type was offered at a lower price for fewer people.

After I booked the room for 6 people at Comfort Inn at 40%+ off totaling $181, I received confirmation saying max 3 people, prepayment, and $161 cancellation fee. I emailed through the confirmations "contact us" form and received no response. I phoned Comfort Inn and they said the max people in that room was 5 and I would need to phone Booking.com. I phoned Booking.com and sat on hold for quite a while and then spoke to Nicholas. He was professional and put me on hold so he could phone Comfort Inn. He returned to the call and said he received permission for 6 guests. I asked him for that in writing because I didn't want to arrive and be turned away. He said he'd see what he could do but for 6 guests it was going to be $209, instead of the $181 I was quoted or I could cancel it.

I explained when I booked it was at 40+% off and after I received the confirmation stating 3 people I tried to recreate the booking but the current discount was 38%, a lesser discount than when I booked, but it clearly shows that a 6 person room was an option so I had a screenshot of the current rate for the 6 person option, that's the option I chose at the deeper discount for a total of $181. I spent a lot of time deciding on the property and had to check with two other couples before booking it and would need to check with them again which was more time. He then asked me to email the screenshot. He sent me an email which I replied to with the screenshot. Once he received the screenshot he said they would honor the 6 people in a room but it would be today's rate of $215 and did I want to accept that rate.

I told him I expected Booking.com to honor the original deeper discount. I told him that Booking.com is using deceptive practices and that if they refused to honor the price quoted at the time of booking I would add my bad review to the tons of bad reviews already out there. He had me hold again while asking if he could honor the original amount, then came back on the line and said they had canceled the reservation at no charge and I would be refunded. Certainly not the outcome I expected. The phone call with Nicholas took 45 minutes.

If you decide to use Booking.com, please note the following: Not all bookings have "Free Cancellation", not all properties are "pay at the property", emails stating "Free Cancellation - pay at the property" with a "continue search" button do not take you to exclusively "Free Cancellation - pay at the property" properties, their search filters do not work properly and will include properties outside the filter parameters, be sure to get a screenshot of each screen through the booking process and check your confirmation carefully to confirm it's what you requested, my experience is they use deceptive practices and will not honor the price quoted if the confirmation is different than what was booked, watch closely for "non-refundable" notation under the number of beds on the room selection page, pay close attention to cancellation fees which only shows if you select the "i" symbol located before the non-refundable designation on the "Next step" page, and pay close attention to prepayment requirements, which only shows if you select the "i" symbol located before the "Non-refundable" designation on the "Next step" page.

One of Booking.com's big advertising offers is No Cancellation Fee. That is not clear on the website for properties that charge a cancellation fee, in my case, it was going to be $161 on a $181 reservation. Another one of Booking.com's big advertising offers is "pay at the property", my credit card was charged 2 days after the confirmation was received. If my refund does not post by 5/5/17 I will dispute it with my credit card company.

I recently had a terrible experience with Booking.com when trying to book a car rental for my holiday. I would strongly advise against booking a car rental with this company, as their customer service is absolutely terrible. In fact, they have outsourced all of their customer service to a third world company, which makes it incredibly difficult to get any help or support when you need it.

When I called the car rental place in my holiday destination ahead of my trip, I was shocked to learn that I had no insurance, despite having confirmation from Booking.com that I had paid for it. According to Booking.com, it was not their responsibility to inform the car rental place of this, which left me feeling incredibly frustrated and confused.

To make matters worse, it took me over 2 hours to get through to a human being on the phone from Booking.com. When I tried to upgrade to an automatic car on their website, I was told that I would not be able to get insurance if I did so. However, there was no further explanation or details provided, which left me feeling uncertain and confused.

When I finally managed to speak to someone from Booking.com, they were incredibly unhelpful and seemed to have no idea what was going on. They repeatedly asked me for my confirmation code, which I had already given them, and ignored the fact that their machine was demanding a pin code that they had never provided me with.

After ten frustrating emails back and forth, I finally managed to speak to a customer service representative who seemed to have no idea what was going on. She refused to answer my questions directly and seemed to be hiding information from me. When I told her about my problem with the car rental place, she simply told me to go to that country and spend hours trying to reach Booking.com from a foreign country.

Overall, my experience with Booking.com was incredibly frustrating and disappointing. They did not provide me with the insurance that I had paid for, and they were incredibly unhelpful when I tried to contact them for support. I would strongly advise against using this company for any of your travel needs, as they seem to have no interest in providing good customer service or support.

A week ago I found out that my booking to Hotel Viking had been cancelled.

I did not cancel this and have no record of it. Cust. Service said I received a credit of $239.00 on my Visa. The bank says there is no record of the credit on my card. I am out $545.19! Customer service says it has been escalated and they can do nothing.

Astra Vilinskis

[protected]

i booked a flight (Air India) through booking.com from Canberra to Delhi however flight got cancelled. I have called customer service multiple times for $5927.92 + $300 (one more refund) but no refund has been made yet. It is very frustrating to keep waiting for my own hard earned money as flight got cancelled. Every time these people say they will escalate the matter and i will receive my money back but nothing happens. customer reference no is 40-[protected]

My customer reference number is 40-[protected]. I booked this flight for vacation, but right now, in Buffalo, the air quality is not good because of the fire. I'm traveling with my kids, which is unsafe for them. I'm asking you to refund the flight or help me change the place to another destination area, such as Miami, Florida.

My e-mail address is [protected]@yahoo.com to contact me.

We booked 5 nights, 2 people, on confirmation number - [protected], 2 bedroom apartment at Skytower View 2 Bedroom Apartment, 6 Airedale Street 2311, Auckland. We had booked in as we were attending the boat show. When we arrived, there were people having an issue with access. We did not have a key to access the property. We called Booking.com, they called the owner, they said the payment did not go through, so I gave my card details again, they said okay. I tried calling the owner, their message bank was full and could not leave a message. We left the premises to do some jobs, when we returned still no key, called Booking.com again. We tried another card which apparently did not go through. We know both cards had sufficient funds to cover the costs. Whilst on the phone to Booking.com, we were advised our booking was cancelled by the owner. This left 2 Australian 60 year old women, in the middle of Auckland at around 7pm on a Wednesday night, not knowing the area and a busy 4 days ahead of us. Booking.com advised they could do nothing else for us. So we are stranded in the middle of Auckland with no where to go. We had to call someone else, 4 hours away to help us find a property, which they did. We had a place for the night. We were fortunate enough to stay there for the full stay, which took the cost from $1,100 to $1,700, not in the budget. We also brought food as we had a kitchen, and we had a washing machine. The new premises did not have a kitchen or washing machine. So we had to throw away the food we had brought to cook, buy more food and had to buy new clothes as we could not wash. This added more costs, which were not budgeted for. We also met another person at the boat show, who also had trouble with their card not being accepted, so we know it was not just us and we are sure there were many more who were left out in the cold. We are looking for compensation as this was just a ridiculous situation. We await your prompt reply

Please note that I will NEVER use booking.com again. This property was booked and in less than a minute later I requested to cancel because of the location. At the time I spoke to the property manager via phone I was told it's not a problem, spoke to booking.com agent via email and they told me that it was nonrefundable. Since then, I've learnt that the funds never made it to the hotel account where they offered to assist me if it had. Get this I even booked a different hotel with them booking.com in less that 5mins and they still did not refund my money this happened in early May, and they have been taunting me ever since with this one booking and know full well that I've made many complaints about. I've been a BOOKING.COM Customer for years and I am very upset that this was not resolved by them. I've from hotels in order to keep your money just booked directly with them the hotels I mean.

I made a booking in September last year with Booking.com who took the payment and confirmed the booking, we were attending a festival in Perth for the full weekend.

I received a cancellation notification by email from Booking.com to say that they could no longer accommodated our booking, no phone call, nothing to explain.

After many attempts to speak to someone from the hotel in Perth they eventually advised that they had notified Booking.com in March 2022 that they would not be reopening until July 2024 however, Booking.com failed to take this down form their website!

We now have to pay £600 for the weekend with another hotel and the on calling Booking.com they are not prepared to provide any compensation for this additional cost to us and another 156 people!

On calling around Perth it turns out the hotel is fully book with migrants and not closed at all. Absolutely discussed oh, also i was on the phone for 1 hour and then cut me off which meant I had to go through the whole situation again with another adviser!

This is the 2nd time Booking.com have done this to us therefore I shall be using Hotels.com in future

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!