Booking.com
Reviews and Complaints

The day before I checked into the house, the price for accommodation was deducted from my bank account. When I arrived, I did a quick inspection with the host's representative, but was not overly satisfied with what I saw. Nevertheless, my family members arrived at the same time, so I took the keys and the rep left.

On closer review and inspection this is what I observed:

1) Cats roaming around (4) with free access to the house. This was never mentioned during booking and my wife is allergic to cats;

2) Broken down ceilings and Eaves;

3) a swimming pool that had not be cleaned for months and was caked with Algae and thousands of insects;

4) Mould and insects in the rooms;

5) Carpets that looked like they had not been cleaned for months;

6) Used Face masks and unsavoury objects left in cupboards.

There is a lot more to mention, so I have uploaded photos to show more detail of the unhygienic conditions. The videos are a bit large to upload.

Needless to say, I contacted the owner and asked for a refund - which he did call centre and all they did was say they would speak to the owner. I telephoned the Booking.com Customer Service and expected them to investigate. All they did was contact the owner and got his side of the story. They never asked me to provide the evidence.

Hello, here you find my message I sent to booking.com so you can understand what's the complaint about.

My name is Odai al-Shorafat, on 08.05.2022 I rented a car from Sofia, Bulgaria with the company named Gold rent a Car, phone number: +[protected] via Booking.com.

Booking number: [protected]

The car I rented via booking, from this company was a Fiat Punto with the registration number: CB 6684 TE. The car was rented for one day and delivered intact, the way we received it. Attached you can find a video with the car at the moment we gave it back.

The rental company kept 511,29 eur as deposit and it was supposed to be paid back in within 30 days. Unfortunately, we never received those money back although we complained several time to booking and also to the rental company. Recently we tried to reach the company again to ask about the deposit but apparently the company doesn't exist anymore.

They refused to send us money back from the deposit, sending to booking.com pictures with another car damaged that wasn't our car. I need some answers from booking.com being the intermediate between me (your customer) and the rental company.

I want a prove of the car I drove that time being damaged with the date to make sure nothing happened after that and the same registration numbers.

If that cannot be proved the only option remained for me is to open a case in the court for fraud and collaboration between rental cars and booking to keep people's money from their deposit. I would like to believe that's not true and that why today I'm sending you again this message. The costs of the process in the court will be more than the deposit I lost but according to the law your company must pay everything and also penalties for my lost time.

I'm asking kindly to check again the case and to fix this issue because your company should be responsible for the mistakes happened. If you need any other information please let me know and all the informations will be provided for you!

Booked a flight from Johannesburg to Manchester. Flight included 2 Schegen stops. 1 in Frankfurt and the other in Brussels. Booking.com had NO disclaimer, confirmation, statement note or any kind of information stating anything about a transit visa. Only found out during check-in. Emailed them and they keep asking me for the original information which is in the first 3 emails I've sent already. I have evidence of all communication with them and I still get no response. There's NO COMMUNICATION. NO SERVICE DELIVERY. THIS COMPANY IS A SCAM.

I had Covid called the Booking.com/Gotogate about cancelation. It was a horrible experience. I had to educate the representative on Covid guidelines. Sent the required documents on June 9, 2022. I received a confirmation update the on the status of my refund. The last correspondence I received was in October 2022. I called in November, manager attempted to call me back on November 26, 2022. I called to set up a call back time on November 27, 2022, after my work hours. No call back in two weeks or correspondence. I called on December 16, 2022; I explained my frustrations and asked for a supervisor to call me. On December 18,2022, I received a text saying a manger try to call. This was not true because the phone is by me. I called Gotogate, the agent and I got disconnected and he called me back. I can't understand why a supervisor hasn't returned my call. I

- The images shared in Booking are a 20% of what really is: The place is a patio with a caravan and a 1single room 15m2 cabin with no more than a microwave and plastic glasses.

- When one reads the word “Inn” on a location name you expect a pub/restaurant with rooms to rent where food is available. Not what we found.

- We didn’t meet the owner in any moment. Only a couple of messages in Booking to ask for the Wi-Fi. Not a giving a dawn about how our stay was or if we needed something. Zero customer service.

- Room: 1single room 15m2 cabin. A ugly table covered with an old plastic tablecloth, microwave, kettle, and tiny noisy fridge both connected to a multiple plug left up the table, like in a construction place, quite dangerous. The coffe was in a rancid pot, the sugar on a yellowish plastic Tupperware like the ones of take away, No milk, so we don’t even could have a coffee or tea. See photos.

- In the same table, 5cm from the microwave and kettle somebody left the fire extinguisher like it was a bottle instead of in the wall, where there’s an emergency sign that points to an empty space. Next security tool, the smoke detector, is LITERALLY on the table instead of on the ceiling where by law should be. See photos.

- Bathroom: We arrived Saturday lunch time and there was NO TOILET PAPER. Sunday when we left still nobody cared to put back. What to say about Covid measures and basic hygiene? Only a used bar of soap to share with everybody. No individual shampoo, or gel.. We saw a lonely tooth paste tube and a half gel bottle we assumed somebody left. The shower had a huge hole that instead of repaired was covered by a white plastic. Disgusting. See photos.

- What about “The kitchen”? Nowhere to be found

Booked flight to Singapore for May 16, 2022. Singapore Airlines 33FCAG confirmation. Customer Reference number 40-[protected]. Expected to loose outgoing flight due to terms of cancellation. Were told we would receive a refund for the return flight for June 9th, 2022. It has been (7) months with no refund. We have called Customer Service multiple times and are told the they must get approval from Singapore Airlines each time we ask. There is no way to escalate this issue. Customer Service stonewalls us each time. No other booking agency has been this way!

We booked flights with booking.com via Vueling in September 2022 for November 2022.

We got to the airport on November 18th only to find our outbound flight had been cancelled and changed for the morning which had now passed. Our return direct flight had also been changed for connecting flights totalling 8 hours.

Booking.com did not help us or care at all when we called and blamed Vueling for the cancellation and change in flights. Vueling were unable to help us as it was booked through booking.com.

To add to this, Vueling informed booking.com on October 4th, 2022 that our flights had been cancelled. Booking.com failed to provide us with this information thus breaching consumer rights and their own terms of business.

Booking.com left us stranded at Gatwick airport knowing we did not have any flights and did not support us in any way.

They have still not provided our refund and refuse to accept any liability. They are refusing to respond to our phone calls, emails and are not taking our complaint seriously at all.

Booked a flight on Sept. 25/2022 with Booking.com with free cancellation to Cancun Mexico. Canceled the booking 10 mins. It showed as canceled and said I would receive my refund within 3-5 business days. Ref#40-[protected]

After I did not receive my refund in that time period, I called Booking.com customer service. They said they were waiting for the refund from the airline and could not give me back my money until they received it. I contacted Swoop Airline myself at this point and they (in writing) confirmed they sent a refund to a third party credit card (usually linked to company's such as Booking.com) on Sept. 25th. After multiple emails back and forth with GOTOGATE (in partnership with Booking.com) and quite a few phone calls to customer service, the answer I keep getting is that the airline has not refunded them back yet... even though Swoop has sent me confirmation in writing... and there is nothing they can do until then.

It is now Dec. 13/2022, almost 3 months since my cancelation...

where is my refund and how do I get it?

I will never use Booking.com again if my money is not returned.

Somebody please help me!

We made a booking with booking.com and the establishment cancelled the booking. We then requested refund from booking.com but was told that the bank has to reverse the payment. The bank said it can’t reverse eft and booking.com should refund us. It’s been 3months and still no luck. Booking.com insists on a letter from the bank but the bank doesn’t issue such letters. They then offered alternative accommodation of lower standards and we refused it as we just want our money back. Amount is R14k.

It is withdeep regret, i am reporting to you that i & mywife were lived in the Hotel Kabir residency with Confirmation no : [protected]. from 27th Nov --28th Nov, & 28th Nov --29th NOV , On extra ordinary emergency we checked out on 30th Nov evening but we were charged Rs-7047.( Seven thousand fortyseven) which is a malafied , we were forced to pay in a hurry.

We are all senior citizen with ailing health didn't have the energy to fight or argue for such ordeal. Beside my association with Booking. com is quite long.

On enquiry, no formal bill was produced to us.

The hotel facility & including room size , location was so poor that it is difficult to explain.

I don't know, how you indulge such hotels to offer to Senior Citizens & patronise?

Regret very much for the whole episode &

unde the circumstance , we must get refund our hard earned money.

Sincerely

Amit K. Bhattacharya.

13/12/22

15: 00 Hours.

Dear Manager,

Since a month now I am constantly receiving threths under the name of you company for non paying debts ?

So far, I have not booked anything no car, no hotel, no flight but I having harassed with claims under the email address: [protected]@orange.fr

These claims come from the following emails adressers:

[protected]@booking.com;

[protected]@booking.com;

[protected]@booking.com

Please check urgently with your technical center these addresses that I am reporting to you. My customer address being: [protected]@yahoo.com

Phone no.+[protected]

Booked Ryanair via booking.com from Lanzarote to East Midlands for 3 people including three suitcases. When checked in at Lanzarote airport were told by Ryanair our suitcase were not be checked in so I had to pay again the amount of £104.66 and £31.39. =. £136.05. I contacted you on 12 August to check if our cases had been paid for at time of booking as our paperwork show we had you advised they had been paid for and sent a email as proof. (attached gogate).

Contacted Ryanair who told me I had to make a complaint which I did sending proof our flights had been paid for they said you had not sent the correct details of the booking not advising them the flights had been paid for so was not their error but booking.com.

Please can you refund the amount of £136.05 as we had paid twice for our luggage.

Please see attached supporting documents

Kind regards

Alexia Ward Gonzalez

Pin 9103

Customer reference 40 [protected]

9 August Lanzarote to East Midlands

Alexia ward Gonzalez

Alicia Gonzalez

Heidi Britten

We were on a road trip and booked a room for the same night. Got to the hotel to learn there was no reservation. I looked at the confirmation and they booked a room on a completely different date. Booking agents I got a hold of said they would take care of it without penalty if the hotel agreed to no fee. I was still at the hotel and they said they always approve cancellations. They also said that they see this same thing all the time.

Jag har öppnat extranet på namnet Apartment Hanssons 8445882, 3 Topla (Starohercegovacka 8) Herceg Novi 85340 Montenegro när jag har fått den unika koden från er och flera gäster bokade. Men jag upptäckte att det var fel namn och jag blev tvungen att ändra namn eftersom på Beslutet från Turist organisation Herceg Novi står Apartment Hansson ( utan s på slutet) 8513931 och jag har begärt från er en ny kod för öppningen. Jag ringde kroatisk booking.com telefon nummer och har fått instruktioner hur skulle jag kunna stänga samt jag har blivit tvungen att skriva orsak varför jag ber om gäster att komma över till den Apartment Hansson. Jag har skrivit detta förklaring och era personal har informerade dåvarande alla gäster som bokade till mig och varje gäst kunde välja att övergå till Apartment Hansson eller ej. De flesta har avbokat boende medan två gäster inte har svarat så att de var automatisk eliminerade. En av de två gäster som missade att svara på brevet dvs om de vill gå över till bara andra namn på apartment har kommit till mig. Naturligt vis gästen inte kunde bo här eftersom jag hade andra bokade gäster via er. Hennes förklaring har varit att hon inte ens tittade på brev med information att jag ändrade namn och att hon blev tvungen att acceptera eller ej. Jag skrev till er och provision faktura har blivit bestriden. Men den andra gäst med nummer [protected] som har bokat 22 maj 2022 dvs på 8445882 och som inte svarade på ert brev, och som vill bo hos mig från 31 juli till 7 augusti, han var också eliminerade på detta sättet. Men han trodde att han var bokade och 21 juni i 18:30 han bad om att avboka boende pga sjukdom. Eftersom jag var säkert att allt är i ordning eftersom det är ni som bokar och godkänner gäster , jag var inte medveten att denna gäst har inte möjlighet och rätt att bo hos mig eftersom 8445882 Apartment Hanssons inte existerar? Hur kunde ni tillåta andra gäster att bo hos mig om ni påstår att han hade rätt att bo hos mig? Han kunde inte bo även om han ville komma hit, eftersom i Apartment Hansson var andra gäster som ni tillåtit att bo här. En sak till som jag ser framför mig är fel. Nämligen, jag har extranet från 2017 och min adress är Topla 3, ( inte 3 Topla som jag aldrig skriver på detta sättet) (Starohercegovacka 8) 85340 Herceg Novi Montenegro men när kom kod till 8513931 står bara Topla, Herceg Novi, 85340 Montenegro. Det är en och samma adress men även att vi har fått gata namn, det finns ingenstans skriven så att gäster kunde endast hitta om det står Topla 3 ( område).

For months now I have tried to terminate my booking.com listing as well as terminate my partnership, account etc with booking.com and they have not done it. I followed their instructions on how to terminate partnership via extranet several times and still it has not happened. I am sick and tired of their canned responses whenever I contact customer service. They are useless and keep sending me round in circles. Completely frustrated and disgusted with booking.com. I regret having used their platform.

I am at the end of my tether. I have contacted Booking.com more than 30 times in the last 5 weeks and am being given different stories about my refund for a Thailand Flight that was cancelled by the airline.
I am constantly being told the repayment was made on 4 Nov
I eventually had a Supervisor call me on 27 Nov who told me they had not yet made the payment as there was a miscommunication and that I would have the refund by 30 Nov.
I called this morning and was told the payment had in fact been made on 22 Nov.
A supervisor has called me this afternoon and went back to the old story that I was repaid on 4 Nov.
I could scream with anger!
I am speaking to a lawyer this afternoon and am going to sue them through the courts.
This the worst company I have ever dealt with and I am not making a 31st Contact.
This company is in such a mess I am concerned it will go into liquidation and still have my money.
Customer 40-[protected]
Kevin

ON 8/23/2022 I called to reserve a hotel reservation to go to Florida. My credit card didn't accept the charge initially. On 8/24/2022 I recalled booking.com travel the next day after getting approval from my credit card company. When I attempted to reserve that reservation again. I was told that the previous reservation was not in the system. Therefore, another reservation had to be made. I then made second reservation for the same hotel, date and time. My trip to Florida had to be cancelled due to the Hurricane. The second reservation I made has been cancelled and refused because of the Hurricane but the 1st reservation is still showing on my credit card for 2,131.01. Why!

My name is Dror Dvir.

I am a Genius Level 3 user of Booking.com services for many years.

On 27 September 22, my credit card was charged at the amount of 134.22 Euro for booking an anonymous hotel - Hotel On Booking.com.

I am not familiar with this booking. Furthermore, it doesn’t exist in the list of my bookings.

Please refund my credit card for this charge.

For any clarifications please contact me, or Ms. Raya Chayat, tel. +972-[protected].

I provide accommodation through booking.com. They have sent me wrong invoices. I already paid one invoice but they again include the $300 in a different invoice. No matter how many times I called and disputed, they never replied. They place my listing on hold and now they are forcing me to pay the non-legit charges otherwise they will keep my listing on hold.

They are just looking for opportunity to abuse people.

Very lousy and inefficient system.

Booking for a room at the B&B Hotel Verdun France

Confirmation Number: 3357.280.430

PIN CODE: 8532

We canceled this room Because it didn't come up to our expectations, plus it didn't look like any of the photographs on the website. We received an email from Booking.com to say we would not be charged for the cancellation, but we were charged.

When I contacted Booking.com they advised me to contact the property direct, however when I contacted the property they told me to contact Booking.com!

Please can you advise.

Regards Richard