Booking.com

Took my money, confirmed my booking, then I turned up to the hotel in Sri Lanka but there is no booking for the room. Then when I was stranded as their customer service email system ignored me, noting there was no phone or chat support. Now Im $1067 out of pocket. Do not use them , they are a disgrace, use Agoda instead who are reliable and have phone and chat support for emergencies.

I’m a very active customer. Have 4-5 booking a month and unfortunately, 2 booking has some critical issues. First one I was charged and the host said they never received and money and cancel my booking , second I was asked credit card information by my host. Both issues were escalated to booking.com , said someone will be in tough and nothing after multiple follow ups. They are prices aren’t better than most of the competitors so why to use them

**Booking.com allows fake reviews!**

Guest **Mladen Milic** (reservation no. 5080478945), who never stayed at my property, left a score of 1 even though he canceled the reservation himself. I have sent multiple complaints, but Booking ignores partners and does not remove fake reviews. Because of this, I suffered damages and lost trust in their platform.

I do not recommend cooperating with them until this issue is resolved.

I am very disappointed with the way my booking has been handled.
I paid more than double the base fare by choosing the flexible ticket option and travel insurance, expecting some level of protection in case of cancellation.
However, I was informed that I will not receive any refund and that the flexible fare only allows date changes, not cancellations. They only want me to request the refund directly from the airline and the travel insurance company, even though I made the payment to booking.com

I will never again use scammer booking.com. My flight ended up costing double what I paid because booking.com didn't warn me that if one leg of a multi-leg flight was cancelled by the operator, booking.com wouldn't reroute the flight. Although I bought the whole flight with it on one ticket, they said it was totally my problem. Last minute booking cost a fortune. I used to like the app for hotels but now don't trust it for anything.

Terrible Experience – Unauthorized Cancellation, No Support from Booking.com

I had a confirmed booking (ID: [protected]) at Hotel Munich City in Germany for 17–19 April 2025, made through Booking.com. A day before my trip, I contacted their Twitter support to confirm check-in time. Shortly after, my reservation was cancelled without my knowledge or consent.

I received no OTP, no email, no notification. I had to rebook the exact same hotel and dates—effectively paying twice. Booking.com refused a refund, hiding behind the “non-refundable” policy, even though this was a clear security and verification failure on their platform.

Support was slow, vague, and unhelpful. Their “specialist team” has not responded in weeks. I’ve now filed a formal complaint with the European Consumer Centre.

Booking.com failed to protect my booking, offered no accountability, and left me mentally and financially stressed. Be very cautious when using their platform.

I sent over six emails to cancel a reservation. I I was asked for the same information at least 4 times and each time I have provided it. I also explained that I never received the confirmation email to be able to cancel the reservation yet I am repeatedly told to cancel via the confirmation email. Do not do business with these people! They do not allow cancellations, no matter what they advertise!

I am extremely disappointed with our (incl. Thozama Mxenge) experience at this accommodation. The listing was misleading, as it failed to disclose that the property is a student accommodation. On the way to the unit, the building itself was in terrible condition—dirty white walls, loud students, and balconies cluttered with hanging clothing and even mattresses.

Upon arrival at the unit, I was appalled by its state. It was poorly maintained, with dirty and worn-out couches, cracked tiles, and stained, yellowing bedding. The plumbing was in terrible condition, with loose taps, while the surfaces were sticky and appeared never to have been deep cleaned. The showers had visible dirt and grime in the corners and between the tiles.
Due to these unacceptable conditions, we decided not to check in. The platform initially promised to refund our booking fee of R10 413.68, yet despite their assurances, we have not received our money back. Repeated attempts to contact them and their service provider have led nowhere, with no resolution or reimbursement.

Their failure to honor their promise, along with their lack of proper vetting of this property, has prompted me to consider filing a complaint under the Consumer Protection Act of South Africa. I hold them accountable for allowing this property to operate on their platform and for facilitating the loss of our money.

The lack of transparency, poor service, and refusal to issue a refund have left a lasting negative impression. I strongly advise against booking this accommodation or using this booking.com.

The company needs to follow up on negative reviews and vett properties offered.

Tip for consumers:
No

Products used:
None... the partial refund is 3.3 %

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

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

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

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

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

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

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

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

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

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

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

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

Booking is becoming a ripoff and they don’t respond and it becomes very very expensive to reach out to solve a problem. I booked tickets through them. They have deducted the payment to order has been canceled and it’s been three months. I’m trying to retrieve the money and it’s almost hopeless case lots of complaints because we don’t have a booking number. Money was deducted but the hotel that it was canceled horrendous hours on the international course with zero result from July until date.

I am writing to follow up on my previous email regarding a serious issue with my recent booking in London (Confirmation number: 4524585616, PIN: 7035). Despite providing a detailed description of the problems encountered, along with supporting photos, I have not yet received a response.

To reiterate, the property was in unacceptable condition: it was dirty, the cupboards were filthy, there was no dryer despite it being listed as available, and there was no hot water, which meant my children could not shower. Due to these issues, we were forced to leave the property on September 6, 2025, just three days after checking in on September 3, 2025, and secure alternative accommodation at our own expense.

Given the severity of these issues and the fact that the property did not meet the advertised standards, I am requesting a full refund for the entire 9-night booking, as well as reimbursement for the cost of the alternative accommodation. All relevant evidence has already been provided in my previous correspondence.

I would appreciate an urgent update on the status of my complaint and a clear timeline for resolution. Please confirm receipt of this email and advise on the next steps. We demand- Full refund for the appalling and atrocious apartment we had to endure for 4 days.
- Full refund for the new accommodation we had to pay (as compensation for the 4 days of holiday we lost as a result of booking.com accommodation.

Description of Events:

On February 2, 2024, I purchased a service from the merchant.

On April 7, 2024, I requested a date change, and on April 10, 2024, the merchant charged me for the change to a ticket scheduled for April 17. I later canceled this transaction and purchased another ticket.

On May 1, 2024, the merchant processed a partial refund of 13,460.66 due to a canceled service not provided.

On December 2, 2024, the Xiamen Airlines committed in writing to refund the remaining amount for the canceled service not provided, requesting an account outside of Mexico. In 2025 I provided an account in China, the Xiamen Airlines informed me that the transfer had been rejected without supporting documentation.

Despite more than two weeks having passed since that communication, the refund has not been credited.

626 Kent Street SE, Atlanta, GA via booking.com

While Sean might have been accommodating to a point, the house was not. There was no on-site parking per se, there was only on street parking. The on-street parking was only on one side of the street as if you parked on the other side of the street, no one would be able to drive down the road as the road was very narrow. Garbage cans were left in front of the house so if you wanted to park in front, you could not have. The ad stated "With free private parking; Parking, Parking on site, Private Parking, Free parking". There was no "private parking".

The yard was the size of a postage stamp and extremely hilly. There were string lights throughout the back yard which we were not informed of, nor did they work. If you came in at dark and did not know they were there, your head would be detached. The BBQ area was a joke and was a tetanus experiment gone awry. It was so rusted that I am surprised it was still standing. The firepit was in the same condition; completely rusted out and filled with water. The two patio chairs were filthy and it would have taken more than a rinse with a hose to get them cleaned

As there was no designated “eating area,” you had to use the “desk” area which was a joke. It was a high table on wheels which presented a danger. It had wheels and would roll without warning. The chairs/stools where uneven and the tops spun wherein you could literally spin off the stool. Again, very dangerous.

The bathroom was another issue altogether. The toilet was broken wherein you could not flush it via the handle but had to take the tank lid off and do it manually. The toilet seat was not the proper size as it was too small for the size of the toilet. It was comparable to a kid’s potty seat. Sean had notified us of the toilet flush handle when we got there via email through booking.com and wanted us to wait for his plumber. Not happening. I am not paid to wait for a plumber to fix something that should have been done before we got there. Checkout was 11 a.m. and check in was at 3 p.m. He had enough time to get a plumber. He stated that the former renter had broken the toilet but this was untrue as the flush handle was rusted which caused it to break. I do not think anyone was staying there in quiet a while as the air was stale and smelled moldy. The unit did have an air dehumidifier in it which was not on and once it was on, the air did clear after a few hours.

There were cobwebs in the corners, and dust on the ceiling fan and light fixture in the bedroom.
There was no mattress cover nor pillow covers just sheets which to me is quite unhealthy. The closet door was locked so there was no storage except for a clothing rack on wheels. The kitchen and bathroom floor grout looked like it was never cleaned; they were disgustingly dirty.

The television was another cluster. I had to call Sean twice to get the TVs to work and even after I called him twice to try to get them to work, they did not so I gave up trying.
If there was a property manager/maintenance crew taking care of this home, they should be fired.
As a manager/maintenance crew they would have seen that things needed to be done before a “tenant” could occupy the premises and avoid the above issues. You would think that the air conditioner/heat would have been on and the refrigerator turned on before guests arrive but that was not the case. It was very disappointing and we left the next day. We would have been better off in a motel/hotel.

As to booking.com, they really should inspect the properties that they are advertising as the pictures lie quiet well as well as the owners of these properties. Embarrassment to anyone that advertises these properties without thorough vetting of the properties and/or owners.

I reserved a room at the Saintlo Ottawa Jail Hostel on February 8 and 9th through your online booking site. When I was scrolling through the different room options your website showed a cartoon picture of a double-bed for $61 plus tax. I went to all the actual pictures of the hostel showing the inside and outside of the hostel. One particular shot showed a double-bed in a standard room but no pictures of the jail cell I actually got stuck with. When I came to my room it was a jail cell that was approximately 8 feet long and 4 feet wide. The end of the bed was only 2 feet from the door which made it hard to store my luggage and clothing. I was shocked as you totally misrepresented the type of room I would be staying in. The person at the front desk advised me that staff have complained to your organization about this misrepresentation of the jail sized room but you have not made any changes on your website. You can check your website to verify my claim.

As such, I am requesting from you a partial refund of my billing due to your misrepresentation of this room. Please reply at your earliest convenience via email to [protected]@gmail.com.

Regards, NIck Radakovic
phone number [protected]

Subject: Formal Complaint Regarding Discriminatory and Unsafe Accommodation at Athens Relax G1

Dear Booking.com,

I am writing to formally lodge a complaint regarding my recent booking at Athens Relax G1, which I have previously reported to you. I am deeply disappointed and distressed by the circumstances I encountered during my stay and the lack of action or communication from Booking.com.

As a wheelchair user with mobility disabilities, I carefully selected this property because it was advertised as having an elevator, a key feature that ensures accessibility. However, upon arrival, I discovered that:
1. The elevator was out of order, making it impossible for me to access the 5th-floor room where I was assigned.
2. I was not provided with a key to the property upon arrival, which added to the inconvenience and sense of neglect.
3. The property was located in an unsafe area, with surroundings resembling a construction site. There were loose tiles and pipes scattered on the floor, posing serious safety hazards for anyone, especially individuals with mobility challenges.

This experience felt discriminatory as it completely disregarded my accessibility needs, which were clearly communicated and promised in the listing. Being unable to use my legs, I was essentially stranded and unable to access my room safely or comfortably.

I find it unacceptable that:
• The property owner failed to notify me in advance about the elevator being out of order.
• Booking.com did not take any action or respond to my previous reports, despite the urgency and seriousness of the situation.

I have documented evidence, including photos and videos, of the unsafe conditions at the property. I request that Booking.com take the following actions:
1. A full refund of my booking cost, as the property failed to meet the basic advertised standards and accessibility requirements.
2. An apology and explanation for the lack of response to my initial complaint.
3. Immediate steps to ensure properties listed on your platform are accurately described, accessible, and safe for all guests, particularly those with disabilities.

I hope you understand the gravity of this matter. Discrimination and unsafe accommodations are unacceptable, and I urge you to treat this complaint seriously. If I do not receive a satisfactory response within seven (7) business days, I will have no choice but to escalate this issue to relevant consumer protection and disability advocacy organizations.

I look forward to your prompt response.