Booking.com
reviews and complaints

I recently made several booking through Booking.com, having supported them for a while now and having obtained a loyalty status that allegedly allows for discounted rates. I recently booked a trip to Turkey and used Booking.com for accommodation and airport transfers. There was a mixup on my airport transfer, because of a system design issue and I was charged for the service, but couldn't use it and it cost be almost 4 times the fee to rectify the issue at the last minute. Customer care was terrible and unhelpful. I had trouble booking the hotel as well and had to book it twice, with one booking being cancelled. It didn't seem like too much of a problem at the time, because when I successfully rebooked, I managed to get a slightly better price. They refunded me the wrong payment and kept payment for the more expensive booking that they cancelled. I had booked another trip through them in December and had made partial payments against a free cancellation booking and decided to cancel everything, because of these issues and it's almost a month after the fact and I have still not been refunded. Zero assistance through the platform and you end up wasting so much time trying to get these issues sorted out.

I have spoken three different times to your customer service and was told each time that I would have a total refund on my reservation confirmation number 2199.008.036 which was supposed to be for red carpet inn, norwalk, ct. 06851 telephone [protected]. I immediately cancelled after checking in because there was black mold on the shower. All three times your customer support spoke to the owner and I was assured that I would get the total rufund and not just half. The owner has lied. I will never use bookings.com again unless you can resolve this issue. This was on april 13, 2023

Customer service by Booking.com is NON service. They repeatedly refused to process the refund from Motel 6 that I already had the receipt for. Even providing that and an additional copy of same from Motel 6 corporate offices wasn't good enough. They claimed 'REPEATED"attempts to contact the property. Turned out to be 3 attempts. 2 hours on the phone, demanding to speak to a manager finally got her to call the property. Suddenly, a verbal confirmation from the front desk person was"enough" proof. Then she put me on terminal hold for over 2 hours!

Hey guys, I just wanted to share my experience with booking.com and their customer service. My family and I booked a vacation in High Tatras, Slovakia for the end of the year. We always use booking.com because my wife is a genius and we trust that they have our back if anything goes wrong. We've used them all over the world and never had any issues, so we never had to test their customer service until now.

We booked a luxury apartment with two bedrooms, two bathrooms, and a large living room because we have two small kids and two elderly parents with us. We also expected some friends to come over for drinks during the end of year celebration. When we arrived at the hotel, they told us that they had a 45m2 apartment with one bedroom and two beds in the living room, which was not suitable for kids and had no space for our parents. According to the hotel rating, this was around three levels lower than the apartment we ordered. The hotel said that booking.com made a mistake and booked the wrong type of room.

I immediately contacted booking.com's customer service, and an English-speaking lady promised to help us either by changing the room or moving us to a different location/hotel. She said she would call back in 30 minutes with a resolution. I was happy that booking.com was responsive and willing to help. However, after one hour, nobody called back, and when I tried to call, the line was always busy. It was getting late, and we needed to move, so we agreed with the hotel to be moved to another apartment, which was far away from the luxury apartment we paid for. During the same night, I wrote to booking.com's helpline chat, expressing our disappointment with their service. They responded around 2 AM, which was an hour after I wrote to them, but we were already sleeping.

The next morning, I called booking.com again, and this time, I reached a serious gentleman who apologized for the issue and promised to solve the situation. He asked for a picture of the apartment to judge if it really did not suit the order we made. The hotel confirmed that we should get another apartment, but as booking.com ordered the wrong one, they had no luxury apartment available for us. The gentleman promised to start communicating with us, but unfortunately, nothing happened in the next two days. I called again, and this time, I reached a Czech gentleman who promised to solve the situation and confirmed that we were right. He promised to call back the next day, but nobody called. On the last day, I called again, and this time, I was very angry because booking.com did not do anything, and we paid for something we did not order. I reached a Czech lady who promised to help and called back with information that someone would call me with a proposal for compensation. Of course, nobody called.

In summary, I spoke with five different people from booking.com's customer department in five days, and nobody helped us. Four people did not call back or write a simple message, despite their promises. The first lady knew that we were in a tough situation with small kids and elderly parents, but she never called us back despite her promise. We never received any call after the holiday.

This was a strong learning experience for us, and we will try different platforms and start direct communication with hotels. Booking.com will only be an alternative for us when the price is too attractive to ignore, but we know that they lack any value-added in terms of customer approach. I am surprised that a company in 2020 can have such low customer service orientation and still be successful. As we called more people from them, it became obvious that the procedures in the company are designed to protect profit but not the customer.

Overall, this was the largest disappointment I have ever experienced with any company.

I recently had a terrible experience with booking.com that left me feeling frustrated and disappointed. I booked a one-night stay at a motel in Barstow, California through booking.com after Christmas in 2023. Unfortunately, the night was extremely cold and the thin blankets provided in the room were not enough to keep us warm. We asked the motel for more blankets, but they refused. We tried to use the heater in the room, but it was so loud and noisy that we couldn't sleep with it on. We asked the motel if we could switch rooms to have a quieter heater, but they refused again. We ended up not sleeping at all that night.

The next morning, I called booking.com to ask for a full refund because the motel did not provide us with what they promised - a comfortable night's sleep. The agent called the motel to verify my story, and they confirmed that everything I said was true. The agent then told me that we would receive a full refund the following week. However, when the refund came through, it was only a small amount and not the full refund we were promised.

I tried to contact booking.com four times to resolve the issue, but each time they promised to call me back and never did. Finally, on the fourth attempt, I reached someone who could help. They told me that they had requested a full refund from the motel, but the manager had denied it. The manager claimed that we did not ask for help during the night, only the next day, and that's why they declined our request for a full refund.

I reminded the agent that booking.com had proof that this email was false and that we had asked for help several times during the night. Booking.com records all phone calls, so they could hear that the motel had not helped us. However, the agent still refused to give us a full refund, saying that the manager had declined it and that it was only our word against the motel's. He also said that booking.com was not a charity organization and that we needed to speak to the motel about the refund.

I was frustrated and upset that booking.com was not willing to help us, even though they had proof that the motel was lying. The agent even threatened me when I said I would tell my story on social media, saying that booking.com was a big company with tools to respond. I couldn't believe it! Instead of treating me with respect and fairness, booking.com treated me like I was the problem.

I had always trusted booking.com to protect and treat their customers fairly, but this experience has shown me that they care more about making money than protecting their customers. I will never use booking.com again and would advise others to be cautious when booking through them.

I worked as a front desk agent for four years, and I have some advice for those who use Booking.com. It is essential to call the hotel to confirm your reservation, even if you received an email confirmation from Booking.com. There have been many cases where the entire city was sold out, and the guest with the Booking.com reservation was nowhere to be found in our system. Even the confirmation number on their email is made specifically for Booking.com, so the hotel has no records of that number. When the customer calls Booking.com, if their reservation was prepaid, customer service seems to assist them by helping them find a room at another hotel (which could be in another city if there is no availability nearby) or they'll offer a refund, but it can take days for them to receive it. If the customer did not prepay online, Booking.com tells them that they will cancel the reservation (which makes little difference given the hotel has no records of it), and the customer is left to fend for themselves.

When you call to confirm with the hotel directly, make sure to also confirm the room type. Guests reported countless times that the room they booked on Booking.com said the room would have X, Y, and Z in it. When it's paid in advance, I can't change the room type to help the guest and have to advise them to contact Booking's customer support. When the reservation wasn't prepaid, I could assist the guest and upgrade them to the room type they assumed they had booked, but it was always based on availability.

Whether it be Booking.com, Expedia, Hotels.com, or any other website that's not paid directly through the hotel, know that PREPAID reservations are challenging to cancel or change. You'd imagine booking a prepaid reservation, needing to cancel, and then the hotel assists you with that while you're there. Unfortunately, hotels have an agreement with 3rd parties such as Booking.com where they cannot alter the reservation dates, prices, or process cancellations when it's paid in advance. Technically, hotels do have the ability to cancel the reservation and make changes at their free will, but by breaching this contract, the hotel is at risk of not only losing the payment from the 3rd party but also all future business with the company as well.

When you prepay, Booking.com does not give the hotel your payment information. Booking.com gives the hotel a different card number, and you could imagine this is a great tool to make sure agreements aren't breached without their knowledge, and if you need to extend your stay, they want a percentage of that sale.

If you need to extend your prepaid stay, the hotel may give you the option to contact Booking.com, or they will ask you for a method of payment for the technically new reservation. For your protection, some hotel systems have added security so workers are unable to create new reservations with old payment information; it needs to be swiped/chipped every single time.

With reservations where you don't pay in advance, the hotel can easily cancel or change your reservation; however, they may have a fee to do so. The good thing is that you don't have to delay your plans by remaining on hold for a Booking.com representative with a foreign accent.

One time, a guest was waiting on hold for an hour, and when he finally got through, they didn't believe he was at the hotel, so they hung up on him and called me at the front desk to confirm. The guest was so upset they hung up on him, and when I told the representative, he claimed it was untrue, and the customer hung up on him, but the customer had the call on speaker, so it was just unprofessional overall. For that specific situation, we had no records of the reservation, and it was not prepaid. Booking.com basically told the guest it was a system glitch, and there wasn't anything they could do because we were booked. I found the guest and his wife another hotel nearby and sent them off with bottled waters and treats, but you could imagine this was NOT the experience he wanted with Booking.com.

The Good Things:
- Sometimes, Booking.com has better prices than the hotel and other competitors online
- You have the convenience to compare and filter hotels
- The ability to book a reservation without providing payment information upfront

Key Takeaways:
- Call the hotel to confirm your reservation
- Get the reservation or confirmation number from the hotel; they're often two different numbers but you only need one
- Confirm your room type

Hotel Tips:
- If you need to change your non-prepaid reservation dates, call the hotel to inquire how much it'd be to change it... Front desk agents have the ability to either lock your original rate or they can populate the price for the new date (which usually costs more). I'm guilty of calling to inquire, hearing the price jump, and then calling the hotel at a later time and speaking to a much nicer agent that locks in the rate so I'm paying the same price;)
- Ask about wifi, breakfast, and pool hours because not every worker volunteers information
- Some hotels provide free toothbrushes, toothpaste, razors, shaving cream, makeup remover, combs, sewing kits, matchbooks, and shoe polish if you ask for it because you forgot it
- If you're a light sleeper, you can request a quiet room or earplugs (they'll give it to you if it's available)

I had a terrible experience with Booking.com. I booked an apartment in Manchester for September 10th, 2016. However, I received an email from the host, James, on June 28th, 2016, informing me that I would be staying in Cambridge Mill instead of the Whitworth Street apartment that I had originally booked. I contacted James several times to find out how I would collect the keys for the apartment, but I received no reply. When I finally spoke to him, he told me that I couldn't stay in Whitworth Street and that I would have to go to Cambridge Mill. I was not happy with this, but he said he would try to find me somewhere like my original booking. After a few hours, the best he could offer me was a hotel in Didsbury, which was a 10-minute drive from my original booking, and he would give me ?40 towards taxis. I told him this was not convenient, but he said that was all he could do.

Two days before I was due to arrive in Manchester, Cambridge Mill had an electrical fault and was not available. Therefore, I had nowhere to stay. After several phone calls to Booking.com, I was issued a refund of ?260 from James (Stunning City Centre Apartment), which was what I had paid for the apartment. Booking.com then advised me that I could book another apartment, but the prices were really high because it was so late in the day. So, I was advised by Booking.com to request to book an apartment through Airbnb, which I did on September 8th, 2016. They also agreed to pay the difference between the original cost to me of ?260 and the cost of the new apartment that I booked. They replied to me on September 9th, 2016, and we finally had somewhere to stay.

On the morning of September 10th, 2016, just before I was setting off for Manchester, I got a call from the host at Airbnb to advise me that the apartment was no longer available. I then made another booking through Booking.com for Stay Central Serviced Apartments in Chapel Street, Manchester, at the cost of ?374. When I arrived at the apartment, the host asked me for ?374 in cash as their card machine wasn't working. I advised them I didn't have ?374 in cash and they already had my card details so they could debit my card when their machine was working. This was not acceptable to them. After another phone call to Booking.com, one of their representatives, Luke, advised me I could go elsewhere and book into a hotel. I went to the Premier Inn and booked and paid for three rooms amounting to ?432.45.

I then received a call and email from Booking.com confirming that the booking for Stay Central Serviced Apartments had been cancelled and there would not be any charge. However, yesterday my credit card bill came, and I have been debited ?374 by Stay Central. I have tried to contact them, but they didn't pick up, so I had to leave a message. Therefore, I now have to pay ?806.45 to my credit card company so I do not incur any interest, which is a lot of money considering my original booking was ?260. I have sent copies of invoices from Premier Inn by email, which Booking.com hasn't responded to. I refuse to ring them as, in total, I have spent nearly three hours on the phone to them already trying to sort this out.

What was meant to be an amazing weekend with friends to celebrate my 40th birthday turned into a disaster. It's been a very upsetting time. I feel the aftercare by Booking.com has been very poor. I should not have been made to find my own replacement accommodation to begin with. I would like a full refund for the Premier Inn booking and also believe we should be entitled to compensation. I also want Booking.com to refund my ?374 from Stay Central Serviced Apartments immediately as they have committed fraud. I will never ever use this site to book again, and I will encourage all my family and friends not to. Please share as many times as you wish! Please also stay away from Stay Central Serviced Apartments!

I used to book all of my leisure and business accommodations through Booking.com. However, after my recent experience, I will not be using this booking agency again and I cannot recommend it to anyone.

The agents in the call center were incompetent, rude, and not very helpful. The guarantee that the rates are the best rates that one will find is not true, and the policy that you will refund the difference if there is another agency that has better rates than Booking.com is a hoax.

Last week, my wife and I decided to celebrate our wedding anniversary at Sun City. We had two options to book with our Holiday club credits or to book via Booking.com. We chose the latter. I went online to search for accommodation using Booking.com and made the booking at the Cabanas Hotel at Sun City Resort, and paid R3956.

While searching online for activities to do in and around Sun City, I came across the website http://www.go2africa.com/ and saw they advertise accommodation as well. Fully knowing that Booking.com guaranteed that they offer the best price, I ignored the advertisement and went ahead searching for activities. I then read that on a Tuesday they have a whiskey tasting evening but I have already made a booking for Wednesday April 20 Friday April 22. I realized we are going to miss it, so I thought maybe we should book an extra night that includes Tuesday April 19. Imagine my surprise when I saw that Go2Africa are way cheaper than Booking.com. So I went ahead and typed in April 20 April 22. And then I got a shock. R2140! I just paid R3956 at Booking.com. I immediately emailed Booking.com, telling them I found exactly the same accommodation with lower rates than that what I just paid at Booking.com.

I emailed Booking.com on Thursday April 14, 2016. Friday late afternoon, Booking.com has still not phoned or emailed me any reply. So I phoned the call center and spoke to one of the agents. He admitted to receiving my email. Why hasn't Booking.com followed up on my email with the other agency? Why haven't I received any communication from Booking.com regarding my inquiry?

The gentleman that I spoke to (Zaijneb) went and checked the link of the website that I have forwarded containing the evidence that the rates are a lot cheaper than Booking.com and agreed with me on the price on the website that it stated clearly R2140 for the exact same accommodation. And then he told me that he is not sure but he thinks that they have not included taxes. And if I add the taxes of 14% and the amount of R2140 it will be much more than Booking.com. Now if you add 14% to R2140, you get the total amount of R2439.60. Still way cheaper than Booking.com. Anyway, he told me to go and find out if the total amount includes taxes.

I then emailed the agency Go2Africa and inquired about the costs of the accommodation. The agency emailed me back and assured me the following:

Sun City Cabanas Hotel
Dates: 20 22 April 2016
Room: 1 x Standard Twin Room with shower can accommodate 2 adults

Daily room rate from: R 1 070.00
Total for 2 nights: R 2 140.00

The amount below is what you will pay, it includes Tourism Levy as well.

Rates include the following: Breakfast at the Palm Terrance Restaurant, entrance to The Valley of the Waves, and a complimentary shuttle service within the resort to the various hotels/activities.

I then forwarded the email to Booking.com. No one at Booking.com contacted me. Today I made a follow-up call and spoke to another (very unhelpful) agent. She opened my communication that I have sent to Booking.com and went to check on the link of the accommodation that the other agency (Go2Africa) offered. She told me the price on the website has changed and it is not R2140 anymore. She then told me the policy is not valid. Because the amount displaying today on Go2Africa is much higher than the amount I paid at Booking.com.

I was very upset because no one from Booking.com communicated with me from Thursday, April 14, either via calling or emailing up until today when I made contact again. The agents aren't helpful at all, they didn't even go to check whether the other agency has a better price. Zajneb, the agent, can't do math and assured me that 14% adding to R2140 equals much higher than R3956.

My first communication regarding the better offer I found was on Thursday and not today. I told Booking.com on Thursday that I found a better offer. I also told them on Friday. The agent agreed with me, but told me he THINKS (not know) it doesn't include taxes, and that I must go and make sure and phone back with the proof. Well, I did. I went and emailed Go2Africa and I forwarded the proof to Booking.com.

The Booking.com agent I spoke to today went and checked and told me the price on the website is much higher today than Friday. But the thing is I already contacted Booking.com on Thursday. My first contact was on Thursday and not today. So the rates that were on the website on Thursday, April 14, and Friday should be valid. Today was a follow-up (because none of the agents communicated back to me), so today's costs should not be brought into account.

The agency Go2Africa clearly states in the email (which I forwarded to Booking.com) that the amount of R2140 is still applicable and is inclusive of everything. When I requested to speak to the supervisor, the agent at Booking.com refused. She upset me when she told me that the agent I spoke to on Friday afternoon (Zajneb) said that the amount displayed on the website of Go2Africa was more than the amount I paid at Booking.com. Indirectly, I was called a liar. I was furious because he agreed with me on Friday that the amount is R2140 but he THINKS (not know) it doesn't include taxes. I told your agent that all phone calls must be recorded, thus Booking.com should go and replay the phone conversation between me and the gentleman. She then told me it can't be done.

Now it seems to me that Booking.com will use as many excuses as they can find to bypass the policy that they so eagerly advertised. Best price guaranteed, what a misleading statement!

I recently had a bad experience with Booking.com. While I did eventually get my cancellation, it was a hassle to deal with. I highly recommend taking a screenshot of everything when using this site, just in case. In my case, I had booked a hotel that was listed as having free cancellation and a choice of smoking or non-smoking rooms. However, when I called the hotel to cancel, they told me that they had been non-smoking for years and that they had a free/no charge 24-hour cancellation policy. I showed the manager proof of what was listed on the Booking.com site and he was able to cancel my reservation right away. He was not happy about the situation, to say the least.

After doing some digging online, I found out that when a reservation is paid for with a credit or debit card, it is processed by eNett International USA, LLC (for cards issued in the United States). It's important to note that by making a reservation with a supplier, you are agreeing to their cancellation and no-show policy, as well as any additional terms and conditions that may apply to your visit or stay. These policies can vary depending on the room type and the supplier, so it's important to read the fine print carefully before making a reservation.

If you need to review, adjust, or cancel your reservation, you should refer to the confirmation email and follow the instructions provided. Keep in mind that you may be charged for your cancellation in accordance with the supplier's policy, or you may not be entitled to any repayment of any prepaid amount. Late payment, wrong bank information, or insufficient funds are your responsibility, and you may not be entitled to a refund unless the supplier agrees otherwise.

It's also important to communicate with the supplier if you have a late or delayed arrival on the check-in date, to avoid cancellation of your reservation or room or a charge of the no-show fee. Booking.com does not accept any liability or responsibility for the consequences of your delayed arrival or any cancellation or charged no-show fee by the supplier.

When completing a booking, you agree to receive emails from Booking.com with information about your destination and offers relevant to your reservation and destination. You may also receive an email after your stay inviting you to complete a guest review form. Booking.com is not responsible for any communication with the supplier on or through its platform, and cannot guarantee that any request or communication will be received or complied with by the supplier.

In conclusion, while Booking.com can be a useful tool for booking travel accommodations, it's important to read the fine print carefully and take screenshots of everything to protect yourself in case of any issues. Communication with the supplier is also key to avoiding any cancellation or no-show fees.

I had a really bad experience with Booking.com and I think it's important for other suppliers to know about it. This company treats its suppliers terribly and I don't think it's fair.

It all started when we had an overbooking. Guests arrived for a 2 night stay and we knew nothing about them and we could not locate any booking email. Unfortunately we were full for the weekend and could not accommodate them. We therefore looked up alternative accommodation on Booking.com, so that it would still get its commission, and found another nearby property that had a vacancy, but at a slightly higher tariff. It also provided breakfast which we don't as we are a self-catering property. The guest agreed to the accommodation and price and so I rang and personally spoke to a Booking.com operator who agreed after consulting the guest to transfer the booking to the other property. The guests were satisfied, and left to go to the other accommodation.

Booking.com then tried to charge me commission, despite putting through the new booking to the other property and charging them commission as well. I complained about double dipping and they finally reversed the charge to me.

Then I received an invoice from Booking.com for the $55 extra tariff that the guest had to pay, despite the fact that they had agreed to pay it. If we were to be charged the extra $55 then the operator should have clearly told us so at the time. In such a case I would have booked cheaper alternative accommodation elsewhere. I'm not in the business of shelling out $55 for nothing! I don't know why they have taken this stance, as they earned extra commission on this booking because the tariff, agreed to by the guest, was $55 more than they would have otherwise got. I have refused to pay their invoice.

Not long thereafter we received a 4 night booking email from Booking.com for a guest to arrive the same day on behalf of an Italian Travel Agent with no individual name specified. We thought this was a bit strange, but as these are confirmed bookings, and came via an official Booking.com email, we had to accept it. The email provided AMEX credit card details for payment, however as we don't accept AMEX we tried contacting the guest for an alternative credit card. The phone number given and the email address did not work. We then looked up this company on the Internet and could find no reference to it, and the address that was provided did not exist.

We were full for the first two nights of this booking and felt that we couldn't just cancel it, as the guest may well just turn up. In the meantime we turned away two other inquiries for the first two nights of this booking in the same unit. It became more obvious that this might be a fake booking. Naturally, by the end of the night, no-one turned up and we had no option but to cancel the booking. Unfortunately in the meantime we had lost the opportunity, and income, to book the unit to someone else. We notified Booking.com and lodged a complaint about the fake booking.

After I had warned other operators in my local area, I received a phone call from another property advising that they had just received three fake bookings!

One of the first suggestions that I made to Booking.com was that they should have performed a simple credit card test at the time of making a booking. Booking.com asks suppliers to list what credit cards they accept on it's website, but then they just allow the guest to enter details of a card that is not actually accepted. In this case, had the guest not been able to make a booking using AMEX, the fraudulent booking may not have come through and we would not have lost the income that we did. Of course the credit details would have most likely been fake as well, or it was a stolen card, however Booking.com does no credit card checks.

So what did Booking.com do? They issued me with a termination notice for daring to criticise their procedures and making suggestions for improvement! Their only argument was that their terms and conditions state that every property must accept AMEX credit cards. I felt they had no right to demand that properties take a specific type of credit card. I wondered whether they were getting some sort of kick-back from AMEX.

I therefore decided to do a bit of investigation and found that, of the 140 properties listed on Booking.com in my local area alone, 67 (or 48%) do not accept AMEX credit cards! No doubt this statistic could easily translate to all other properties in Australia, let alone the world. It was impossible for me to agree to Booking.com's contract conditions in the circumstances. So if they were going to terminate my listing because I didn't take AMEX, then they should do likewise for every other property in the world that also doesn't accept AMEX.

In any case they obviously allow properties to transact without AMEX as evidenced by the banner on the booking page for my property warning guests that this type of credit card is not accepted, and the fact that their Extranet requires properties to indicate which credit cards they do accept and which they do not. In any case the warning would have little influence on hackers. A simple test at the time of a guest booking would easily solve this issue. Instead suppliers have to go the trouble of trying to contact a guest to get another credit card. Why they can't see that is simply beyond me. They steadfastly refused to change their process.

One of their junior employees in Australia then advised me that this particular booking was legitimate and they had other bookings from this same "Travel Agency", even though he had done no checks of his own to see if it was in fact a real company/travel agent!

There is obviously a problem with Booking.com's business model. As they don't take any funds from the guest, all the risk is on the supplier.

After further representations from me they eventually reinstated my property.

When they continued to chase me over the unpaid $55 invoice for the overbooking, I decided that, as I had lost money on the fraudulent booking, I would invoice them to recover my costs. I therefore sent them an invoice for the same amount of $55 which was just a token amount of compensation for the 2 nights lost income that I could have received had I not kept the reservation for the fraudulent booking. Needless to say they have ignored this invoice which is now accruing interest on a monthly basis.

Of course the sensible thing to do would be for both of us to cancel our $55 invoices and call it quits in the interest of good customer service. But that's a bit too much for a company like Booking. Com. They have now suspended me again for non payment of their $55 invoice, whilst at the same time ignoring my own invoice!

Stupidity reigns supreme at Booking. Com!

I recently booked a Penthouse through Booking.com on Oct 19, 2022. The booking was priced at a very low rate of $359 per night in Las Vegas, which I thought was a great deal. However, I soon realized that this was not the case. The listing for this booking was called Luxurious Las Vegas Penthouse Balcony w/ Jacuzzi, and it was advertised as a new property trying to drum up customers.

On the evening of my booking, I received an email from the supposed owner of the property with an address to pick up the key. When I punched in the address to my map, the first address that came up was a Chevron Gas station. When I asked for the address to be verified, the next address was a two-story private home. I found this to be odd, as I was expecting to check in at the Penthouse itself.

The next morning, I contacted Booking.com after being hung up on twice when I asked if these properties were verified to ensure this was not fraud. The third person I spoke to assured me that they verify the owners of the properties. I asked the booking representative if they were sure that these properties were in fact owned by the people who were listing them, and they again confirmed that they verify the property owners.

However, I was still feeling uncomfortable about the situation and requested a refund so that I could book with a different listing. Unfortunately, I was told that the booking was nonrefundable. I was surprised that the safety of the customer was not a priority, given the strange circumstances surrounding the booking.

The booking representative put me on hold and called the property owner, as there was also an issue with check-in. The owner had sent me a message saying that I could not check in until 4pm, which was later than the typical check-in time of 1pm-3pm. The representative got back on the phone with me and said that the owner was fine with me checking in between 2pm-3pm.

I was given the owner's phone number, which I called. A man named Joshua answered and explained that the address given was a mistake by Booking.com. He sent me an email through Booking.com that said to meet him in the lobby of the Palms Palace Casino Hotel at 4pm. When I questioned the 4pm check-in time, he told me that the maid he had would still be there cleaning from the night before, which was why the check-in was so late.

Despite my reservations, I agreed to meet Joshua at 4pm. However, when I arrived at the hotel, Joshua's phone was turned off and he did not respond to my texts or calls. I went up to the front desk and spoke with the hotel manager, who informed me that I had been scammed. No one by the name of Joshua owned any of their Penthouses, and the pictures on Booking.com did not match their actual Penthouses.

The property manager advised me to file a report with the hotel and call the police, which I did. While waiting for the police, I called Booking.com to inform them of what had happened. After a long conversation, they agreed to help relocate me to a new room. However, when they called me back, I was asked to give my password and credit card information to a man claiming to be from Booking.com.

Realizing that something was wrong, I hung up and called Booking.com again. They informed me that they had never called me back because they had spoken to the supposed owner, who had told them that I was checked into the Penthouse. Despite my protests, they took his word for it and did not call me back to verify.

I was left without a room, out of money, and dealing with fraud on my personal card. Booking.com still had not refunded my $359. I eventually received an email from Booking.com stating that they had found a new location for me, but it would cost an additional $350. I was outraged, as they had already charged my card and had not refunded my money.

I contacted American Express, who refunded my money and filed a fraud report. The police informed me that this was internet fraud and that I needed to file a report with the FBI, which I did. I am now meeting with an attorney to discuss further action.

I am sharing my story to warn others about the dangers of booking through Booking.com and other similar companies. They do not prioritize the safety of their customers and are not diligent in verifying the properties and owners listed on their site. This could have been a much worse situation if I had been a lone woman, and I do not want anyone else to go through what I did.

at!

I recently had a terrible experience with Booking.com that left me feeling violated and let down. I was charged nearly $2000 for two hotels that I did not book, check in, or stay at. To make matters worse, I was staying at other hotels during the same nights that I had booked through the same app. How is it possible for me to be staying at two places at once? This platform needs to have measures in place to protect its valuable customers from being scammed out of their hard-earned money.

My troubles began when I made a booking at the Burrard Hotel from March 23-25. I then extended my stay from March 25-28 through Booking.com, only to be told upon arrival that the 25th was sold out and I had been double-booked. This caused a lot of confusion and ruined my whole week as I struggled to find another dog-friendly hotel. I was even homeless for a night on the 25th. I then made a separate reservation for March 26-28, but was told by the hotel front desk that I was no longer welcome due to the confusion caused by Booking.com's double-booking. This was not my fault, but the negligence of Booking.com and the lack of communication between them and the hotel.

My fiancé, two small dogs, and I were put out of the hotel lobby in the rain on the 26th and told we were no longer welcome at the hotel, even though we had a confirmed booking reservation through Booking.com. This caused us to be homeless once again for a night. Now, three hotels later in the same week, Booking.com has charged me an extra $2000 for hotels I did not stay at. This is unacceptable and I will be bringing this to the BBB.

To make matters worse, I booked a night stay at Hotel Paradox through Booking.com, which went well. We checked in and spent a night, and decided to extend for one more night through the hotel. However, when we went to charge incidental to our visa card on file, we found out it was maxed because Booking.com had taken money from hotels we never stayed at, including Hotel Belmont for $250 and Pinnacle Waterfront for $1500. This meant we could not settle our bill for in-room dining, nor could we make the pre-authorization for the second night stay. We ended up on the street again with nowhere to stay.

To make matters even worse, because it was a Friday night and the banks were closed, we couldn't settle the incidentals and the hotel was holding our luggage with thousands of dollars of designer clothing inside to be transferred to the next room. When I said I was leaving and wanted my case, they said they couldn't give it to me and were holding it as collateral for the incidentals of $500. This is unacceptable and I want Booking.com to pay for the incidentals to have my luggage returned to me today.

I feel violated and let down by a company I have been using for more than 15 years. Not a single ounce of sympathy, empathy, compensation, or even solutions were thrown my way. I want refunds for Hotel Belmont and Pinnacle immediately, and I want Booking.com to contact Hotel Paradox and apologize for me not being able to pay my incidentals and take back my luggage as it was being held against my will as collateral. This is the second time in a week that Booking.com has made me, my fiancé, and all our belongings homeless for a night due to their negligence and lack of empathy for their customers when it comes to accommodations. I'm sick to my stomach of this situation, not only being left without a place twice in a week, but also having to leave a hotel with only the clothes on my back as the hotel refused to give me back my belongings until I paid the incidentals. All of this is because Booking.com charged me over $2000 for hotels I did not book nor stay at.

bedrooms, a living room, and a kitchenette. I was hesitant, but at this point, I just wanted to salvage the holiday. Maria assured me that this was the best solution and that I wouldn't be disappointed.

When we arrived at the new hotel, I was pleasantly surprised. The rooms were spacious, clean, and had a beautiful view of the mountains. The staff was friendly and accommodating, and we were able to enjoy our ski trip without any further issues.

Overall, my experience with booking.com (http://booking.com/) was a rollercoaster ride. While I appreciate Maria's efforts to resolve the issue, the lack of communication and misinformation provided by other agents was frustrating and stressful. It's important for companies to take responsibility for their mistakes and provide timely and effective solutions for their customers. In the end, I was able to salvage my holiday, but it was a bumpy road to get there.

I made a booking as early as April 23 on the Booking.com platform and was dully sent the confirmation thereof, after enquiring with the property I was informed that the property could not confirm the booking as it seemed that their (booking.com) platform was used fraudulently to list an existing property, therefore the real property had no record.

My real frustration is that booking.com is stringing me along making all kinds of promises (it’s being investigated, I will accomdated etc)

It’s now 3 Dec and no response from them.

[protected] Booking number

Pathetic service in resolving problems.

I booked an apartment named Hyde Residences in Pattaya, Thailand through Booking dot com

The advert said wifi is free of charge yet upon arrival we was advised it was basic wifi only and we had to pay additional fees of around 400 baht per week to upgrade.

After checking the apartment policies these additional fees were not mentioned anywhere.

We decided that we felt we could not trust this apartment and so we found somewhere else and left.

They refused for some time to give us our deposit back (we did eventually get that back) however to date we still lost £281 for the two week stay which we didn’t proceed with.

We have exhausted with booking com as we either get generic messages or they say the terms and conditions mean we don’t get our money back.

Technically the terms and conditions I feel have been breached as we were mis sold a property.

I don’t think I’ll be using them ever again not that they care.

J'ai réservé une voiture (C4 grand picasso) via Booking.com à LIsbonne.

J'ai payé pour cela 245.93 € 197.28 de location + 48.65 d'assurance complémentaire) à Booking. Lorsque nous avons pris la voiture à la coompagnie OK Mobility à Lisbonne, il m'a fallu payer 451.95 € (ok premium cover, fuel charge, etc). Je pensais avoir payé la location.

D'autre part nous avons eu une Dacia Logdy à la place d'une C4 Gran Picasso Citroen et enfin la caution de 200 € a été débitée.

They have stopped responding to my messages about a booking which had incorrect information, but which was only available after making a non-refundable payment.

Cascina cattabreghetta claims to have a shuttle service from milan airport - but that costs more than the room! Night of 5 to 6 dec 2023 booked sept 2023.

I have messaged customer service multiple times, who tell me to contact the property, which I did via booking.com, and have not received a reply.

And customer service reply to each of my messages in the app saying someone will reply within 24 hours - which has not happened since sept 30!

I am student from University of Westminster and I had booked the round trip flight from London(AI162) to India

(AI887) on 29th Nov and 5th Dec 2023 respectively. The purpose of coming was to appear for an exam however it got reschedule and in this situation I had to cancel my tickets. My Airline reference no is RRH5R9 and I was cancelling the ticket within 24 hours of booking the ticket, still 15000 INR was getting deducted. As per policy if the tickets are cancelled before 24 hours of booking full amount will be given and I am very disappointed with the customer handling service.

My family arrived at a rental location I booked on booking.com (routes car rental) when we arrived at the counter was greeted by the rudest agent in the world. She stated that they don't rent to local residents in which was not disclosed in my contract that has been confirmed. This ruined my family mini vacation in which we had to cancel. There is no one to contact they also charged my credit card for insurance services that I did not receive. This should be illegal. This is a form of discrimination.

We booked a hotel stay in Santorini, Greece back in September 9, 2023, and we thought we booked with free cancellation before Sept 27, two weeks before check-in. Two days later we cancelled the reservation, but we found out that the confirmation was non refundable. We lost over US $1334. We contacted Booking.com customer service and it was not help at all. We think the website was cliched or not reliable and what the result from their website.

We attached the screenshot file that was similar when we booked the rooms.

Now we don't recommend anyone to book any travels through Booking.com and you can check other website like, Expedia, Kayak or direct from the hotels since the price at Booking.com was not cheaper than other sites mentioned. Other website might be easier to deal with customer service.

host beware. don't use booking. They straight up lie and don't care. they tell you to setup direct deposit then there is no direct deposit. you have to accept cash at booking which it doesn't tell you that on the site. who can be at your house every check in. like everywhere now.

government that condones bad behavior. criminals know this rent your house destroy it then leave. thanks book.com The people at booking.com no clue total different stories but all agreed that this is scam. they didn't agree because the website should be shut down until fixed. The call desk didn't even try to fix they just agree its a scam. first time for everything.

Hello, I booked at this apartment on booking.com for 30 September 2023 upon arrival the place had no electricity and the pictures of the place where totally different place was smelling everything was very dirty could not sleep phoned host no answer and phoned bookin.com they took complaint upto now when I phone them for my refund they tell me host has not come back to them I want my refund as we ended up looking for another place to sleep which was now very expensive. I have realised everyone who has booked there has never slept in that place the advertised property is not the one physical and the property is disgusting I feel booking.com is letting this host get away with fraud/scam as they still let people book under that host have a look at the reviews

Booking Ref: [protected] pin 5136 guest Shamiso Muwande mobile [protected]

Property address is

For my return to London from NY I received an email from Booking.Com

Booking.com sent me an email last minute stating they were unable to process payment directly to the airline for my luggage which meant I had to pay additional buggage fee to the airline in turn booking.com would refund me. It’s been over 2 months and I haven’t received my refund. I’ve called booking.com several times, raised a dispute form on the company website and still nothing resolved nor have I received any status on the dispute resolution form I completed.