Booking.com
Reviews and Complaints

We arrived at Grassmere Hotel to find the room cramped and dark with unacceptable decor. Narrow stairways and linen covered landings left us feeling it was a fire hazard. We couldn't possibly have stayed but the Hotel would only refund one of the 2 nights we had paid for. They said this was booking.com policy. Booking.com say it is the hotels policy. Despite several attempts at contacting the Hotel they have not responded at all. Booking.com have not been very much help at all. We have contacted them on numerous occasions and each time you get a different person with a different story. One told us that if the Hotel did not respond in a week booking.com would refund our money in full but they now deny this. They are totally unhelpful and just keep trying to put you off. They asked for proof that we had booked a different hotel which we provided but they did nothing with it. No idea why they asked for it? They have offered 25 then 40 Euros which is totally unacceptable given we are owed £148.41 on booking confirmation number 3367.619.649 pin code 5548.

My girlfriends and I were so very excited about our stay in Positano and about all the things Villa Dei in Positano had to offer. The description said it is 11 minutes from the beach, but that's after walking up and down the 250 steps which takes you an additional 15-20 minutes depending on your fitness level. Upon arrival, we noticed that the garbage from the previous guest had not been removed; cigarette butts from previous guests were still in the ashtray; garbage such as an empty toilet paper roll among other things by the entrance of property but I think what did it for us the dog feces by the pool. It was as if the property management forgot that we were coming or clearly did not care as they were already in receipt of their payment. We, of course, took pictures of everything including the bugs living inside the house. Realizing that we could not stay at the property, I spoke with the manager of Villa Dei, Raffaella and told her that we would be leaving the next day and said we would pay for the night and wanted a refund for the other three nights. She was adamant that we would not be reimbursed even when I mentioned that I had recently be diagnosed with a herniated disc and could not do the vertical stairs daily. We left the following after and found a cleaner hotel and not 35 minutes to the beach. We paid $3,999 and then another $2,100 at the other venue. Booking.com has us as no-shows/cancellation and won't even allow us to leave a review.

Booking Confirmation #[protected]

We booked 9b Alice Street Southwark, London. In 28/5/22 Out 7/6/22

Paid in Advance

We booked it from the night before and got the hosts acceptance that we can check in early the next day.

On arrival there was no one there to give us access. When I rang the hosts the first person who answered suggested that the previous tenants had not checked out yet so we could not check in. When I advised that we booked the place for the night before so there should not be any tenants still in the accommodation, the operator then told me that they will call me back. I then got a phone call from "George" who told me that I should go find myself a coffee shop while he works out what is going on. "George" then rang me to tell me that the property is not available as there was a flood in the kitchen. Workers were supposedly "there" at that exact time (8:00am on a Sunday). I knew this was not the case because I was outside the property and there were no work vans there. They could not give us a time or even a day that the accommodation we booked would be available/repaired. Clearly we needed to find accommodation so we canceled that accommodation.

When we approached Bookings.com via AMEX they told AMEX that we were merely trying to get out of a cancellation fee.

The property was not available for the dates it was booked. We did not cancel the booking by choice. It was not fit for purpose.

I Manoj.R have booked a room with confirmation number 2826.946.420. Unfortunately I have booked room with non-refundable amount. When I raise a request Booking.com says the cancellation the hotel can determine the cancellation charges. However when I have contacted the hotel they say depends on booking.com. Could you pls help me to cancel with my money back.

I have received a call from the management of Chevron Renaissance

Booking # [protected] on the 1-4 of October 2022.

They have cancelled my confirmed booking stating that Bookings.com has double booked that apartment?

I am following up on my nieces recent booking with you for LaCasa De Dalia in Corfu. I am extremely unhappy with how her concerns have been handled, and as a valuable booking.com customer (with many friends and familly who are customer also) I would like to register an official complaint

1) property description on your websit was incorrect and mis-leading

- remote location and not near any shops or resturants

- apartment was not secure with back door hanging off and front not no secure

2) Concerns were raised by my niece and I do not believe they were taken seriously (pictures shared)

3) You mentioned on more than one occasions to contact the hotel directly, as you are the booking agent you need to take accountability for this engagement

4) You do not seem to take any ownership for validating the accomadation on your site matches the description you publish

I would like a copy of your official complaints procedure and commence registeration of my complaint.

I have been a client of Booking.com for very many years (genius level 2). I have been called by my wife this evening from Hotel Olympia, a Cromwell International hotel, managed by a Mr Gladwyn of telephone number [protected]) where she is spending to-night with her sister Mrs Rosemund Yee who made the booking from Canada, at my suggestion, for £88.

The room is disgusting: absolutely filthy, damaged, lacking basic facilities, surrounded by scaffolding. Reception knew of the state of the room (others had complained) but gave no warning nor offers any solution. Mrs Yee flew in from Canada this afternoon, very tired and has to leave at 5 in the morning.

If nothing is done for Mrs Yee it is doubtful whether I will remain a client of Booking.com

Dear Sir/Madame,

There is a joint booking for 2 rooms #[protected] at Sana Simbra Hotel Portugal under my sisters name Gitte Eckert. Oct.1-Oct 5. (and mine Mikael Hansen)

Due to a newly scheduled medical procedure I am forced to leave on October 4 and return to the USA.

Upon calling the hotel property they asked me to call Booking.com today, which I did.

I was informed that it would be impossible to change the one room to departure one day early and that if I had read fine print somewhere regarding splitting a joint reservation that it would be impossible to accomodate this request. At which point I was hung upon. Wonderful!

It is lovely to have policies but it must also be lovely to lose a customer forever.

I will make sure and let all colleagues, friends and family know the lack of any customer friendly help or accomodation by Booking.com. Never again!

Sincerely,

Mikael Broby Hansen

USA

[protected]

Someone took the information I used to book last year through booking.com to fraudulently book a room for this weekend!

I called the hotel and they are calling th police.

I WILL NEVER USE BOOKING.COM AGAIN THEY ARE DANGEROUS!

Hi,

Can someone please assist on the confirmation of my booking/reverse the amount I paid?

This Is Lucia Ibarra , booking my flight ticket from Kuala Lumpur to Bahrain

Date : September 8 , 2022 , one way.

Malaysia Airlines

Flight MH782

Flight time : 2h 10m

After paying , I was charged to my debit account (RAKBANK) but didn't receive any booking confirmation.

Can someone please assist on the confirmation of my booking/reverse the amount I paid.

Thank you,

Lucia Ibarra

[protected]@gmail.com

+[protected]

Hotel booked through Booking.com cancelled reservation just 20 minutes before check-in. This left myself and my family homeless for the night. The hotel advised that direct customers take priority over Booking.com, even though I booked 3 weeks prior.

I have raised complaints to Booking.com but they have ignored all requests to discuss.

They are spending a fortune on advertising to get new customers yet treating their current customers like dirt. I'm off to use direct bookings.

I booked a trip through Booking. One aspect was a three day rental car in San Francisco.

I paid for the car through Booking but not the insurance and fees. When I returned the car Dollar charged me for the car again plus insurance and fees. So Booking made an extra $333 off me. It has been over a month with no resolution. I will never use this company again. No customer service.

Please note I attached the booking confirmation with, all of the information attached which was provided by the Hotel in question that you require, we do not have any additional information if we did we could cancel it ourselves. This booking does not come up on my bookings when I log in and yet the Hotel insist that you are the only people that can cancel the booking.

Stop wasting my time with your standard replies and cancel the hotel.

Regards Ian Barton

Origine : Booking.com (6562)

Site de réservation : http://www.booking.com

Réf. Booking.com : [protected]

Date/Heure de réservation : 03 juil. 2022 - 19:53 (Paris) Réf. D-EDGE : 89RJ63

Tarif : Tarif OTA

Prestation : Chambre seule

________________________________________

Cette réservation a été enregistrée par Booking.com. Toute réclamation du client doit être transmise à Booking.com.

Réservation

Arrivée : samedi 3 septembre 2022 Durée : 1 nuit Nom client : Barton Ian

Départ : dimanche 4 septembre 2022 Nb de personnes : 2 Email client : bian.[protected]@guest.booking.com

Récapitulatif Tarif OTA (OTABASIC) Total

1 Chambre Double Confort 3 sept.

101,00

101,00 €

Montant total du séjour 101,00 €

Montant de la garantie 0,00 €

-

Client

Nom : Barton Ian Nb de personnes

Pays : Royaume Uni Adulte(s) : 2

Email : bian.[protected]@guest.booking.com

Enfant(s) de 2 à 12 ans : 0

Téléphone : +[protected] Enfant(s) de moins de 2 ans : 0

Commentaires :

Approximate time of arrival: between 18:00 and 19:00

Moyen de paiement

Carte de paiement client : Voir les informations sur la carte de paiement

Chambre(s)

Chambre Double Confort

Barton Ian

Barton Ian

Informations Booking.com

Chambre Double Confort - Standard Rate :

(Non smoking)

Le Petit-déjeuner coûte EUR 12 par personne et par nuit.Enfants et lits d'appoint: Tous les enfants sont les bienvenus. Un enfant de moins de 3 an(s) est facturé 7 EUR par nuit pour l'utilisation d'un lit bébé. Tous les enfants de moins de 1 ans séjournent à titre gracieux pour l'utilisation de la literie disponible. Aucun lit d'appoint ne peut être installé dans la chambre. Au maximum 2 personnes peuvent séjourner en chambre. Le nombre maximum de lit bébé en chambre est égal à 1. Prépaiement / Dépôt de garantie: Aucun prépaiement n'est requis. Conditions d'annulation: Le client pourra annuler gratuitement sa réservation jusqu'à 1 jour avant l'arrivée. Le client devra verser le montant de la première nuit s'il annule moins de 1 jour avant l'arrivée.

genius rate (85812) : no 2022-09-03

The guest searched for a room for:

adult: 2

The search data is for information purposes only and might not reflect the actual number of guests booked.

Preferred Language

English (United Kingdom)

Conditions d'annulation

Voir conditions d'annulation Booking.com

Please confirm that this booking has been cancelled as I have not had any response back from your customer services despite the fact that I have attached the booking confirmation from the hotel which details all of the information you requested.

This is the third time I have contacted your so called customers services

I have written you in your reviews and have not received any response for you!

We stayed in a super 8 wyndham August 3rd to the 4th. 2165 Solano St. Corning Ca. There was blood splayed on the wall and drops on the carpet! I hereditary wipes to clean up throw a towel on the spots. All we wanted was a good night sleep! He's was clean, So we could finish our trip!

The neighbors next door and all their friends and family were at the pool and a little loud but it was early. About 10 ish things started to get a little loud and yelling and arguing stared and went on till 3:30 AM. Soaking doors, cars coming and going. I tried to call the office but there were no numbers available in the room! I told the women in the office about it, told her I'm not mad at you but this is what happened, her reply was sorry. That's it! She was training a new person I presumed because she said people are to be quiet after 10PM. Oh and they are not to move tables and chairs out of the pool area..

I will be cloaking my account with Booking for come as this seems to be the pattern of this company! You need to check these places out before you 're omens them!

Complaint Against: Booking.com

Confirmation number: [protected]

Booking Pin Code: 6789

My Name: Maria Williams

My Address: 6 Burnett Avenue, Salford, M5 3HY, England, UK.

My Email: [protected]@gmail.com

My Phone Number: [protected]

Booking: Moore place one bed, London.

15th August 2022 to 17th August 2022

Dear Sir/Madam

I would like the complaint to be escalated to the highest level as soon as possible.

I booked the property from your website in advance of my trip to London to attend a concert with my partner and my two adult children. Soon after the booking I was approached via text and email by the owner to transfer £300 to his bank account. I expressed my concerns and aired my concerns via the customers services chat on booking.com. I was in communication via chat upto the day of the booking. The evening before I expressed my concerns that the booking did not seem legitimate and for booking.com to check it out or reassure me as I am disabled and travelling 200 miles from home to London. Meeting my family who were travelling to London from different parts of the UK. I was told the evening before by booking.com to travel to the property the next day. Which I did.

I was told to call booking.com if there was any problems accessing the property. Around 12 noon on the day of arrival I was getting abusive and threatening calls from the owner to transfer £300 I again contacted booking.com via chat and telephone. explaining the situation. I was assured that alternative accomodation would be found and the situation resolved. (During this period comments started to appear on booking.com that this property was in fact a scam and over the previous few days, customers had been scammed by the owner and the place didn't exist).

Over the next 7 hours I spent hours on the phone to booking.com. The chat to customer services was no longer accessible. There was a heatwave in London and I explained I was disabled and stranded. Promised call backs of numerous people from booking.com, some materialised some didn't. After several hours in searing heat, we were offered a very sub standard alternative accommodation with dreadful reviews and 1 room instead of 2 and not disability friendly. Miles from the location. I was told that I could have a refund that would take 7-10 days and pay the new accommodation myself and claim the up to a maximum of £60 per party back after the booking, which could also be lengthy. I explained I did not have the funds and that the accommodation was not suitable or like for like! I was then offered alternative accommodation in a 33 bed hostel!

This saga went for 8 hours until around 8pm in the evening. Every person promising time after time they would help. I was getting heat stroke and extremely tired and poorly. I had no alternative but to book and pay for accommodation myself as I was 200 miles from home. The last call I was on was terminated and no call backs promised throughout the day did not happen.

I would like all telephone recording transcripts and all chat transcripts sent to me. I have screenshots of all conversations and phonecalls to and from booking.com. Subsequent emails have not been replied to.

I am seeking first and foremost a full apology and explanation. A full refund for the alternative accommodation. I am seeking compensation for the treatment myself and my family received. The whole trip was ruined. Booking.com need to take responsibility for this scam. You knew about it and allowed it to continue. Encouraging me to travel to the property and the promise that if there were any problems I could call you and you would sort it out.

Eight hours later of stress, anxiety and worry and the situation was never resolved. I am going to take this to the highest level.

I want to know which governing body you are regulated by. I want a full response including all telephone recordings.

I am disgusted by the situation.

I look forward to your response.

I have compiled the evidence screenshots of messages and telephone calls which I am sure you do have to.

I will not allow this to happen to other people and am determined that you are held accountable.

Regards

Maria Williams

August, 19, 2022 - called to have my booking canceled due to booking .com declining the card yet receiving confirmation of stay at lodge.

I am prompted to enter my confirmation number and do so and then am prompted to enter a pin . I enter my pin. And afterward the telephone answering machine/ robotic voice is stuck on a “loop” …saying “please enter your PIN number” over and over again. It does this about 25 times before I try hitting 0 or 1 or holding down any button to try to be put through to a human with no luck. The recording is broken and a support specialist cannot be reached for help.

Photo (screenshot) below showing how many times I was prompted to enter my pin before giving up.

I had booked seven hotels 4 rooms for one night each for a cycling trip. At 5pm the day before departure I received emails saying I had cancelled all the bookings...I hadn't. I had updated guest names on all this reservations at around 3pm.

Booking,com did nothing even charged me a cancellation fee for rooms I didn't cancel. They said that the hotel had charged me whcih is not true the payment was taken by booking,com this is confirmed by the credit card company.

I have had to rebook all the rooms, some of which were no longer available.

None existent customer service, a call centre in India who promised to help but did nothing.

WILL NEVER USE AGAIN APPALLING

2705.415.157

My partner, John, booked for us to stay at Neon 160 in Swansea for 2 nights from 9 - 11th August. We had problems locating the building as there were no signs indicating that the accommodation was called Neon 160. It took us half an hour to locate it and once we did we then had problems parking. The facilities for parking were appalling especially as the street was one way and had to keep driving round until we found a spot outside the building. We were both shocked and surprised to find that the building had student accommodation on it but no Neon 160. My partner used a number for the front door which he thought was the entrance code but he was told by a man who kindly let us in that it was incorrect. On entering the building we were perplexed as to where to go from the door. Again, there were no signs or any indication of where to go and we overheard 2 people who arrived after us who were also confused as to where to go and what to do. After looking upstairs and through a door on the left, there were no signs as to what was behind the door. We both decided to exit the building and John contacted the proprietor who sent him the correct details. She said Booking.com should have sent the details by email but John had not received them. She consequently text him the details. We went in the property again and progressed onto struggle and get the key out of the key-safe in an area that was poorly lit. We opened the door to the room and we both stood in more shock at the extremely basic facilities available in the room. The room was fairly clean and had towels folded on the bed but we couldn't believe the dirt on the window with a view of a roof outside with a dirty cup and a tampon in view. What we both saw is not what we viewed on the website. We expected brightly coloured rooms, with a view of the city and what looked like a rug on the floor and a tea/coffee maker (as described on the site). It looked like a whitewashed spare room scantily decorated with a dirty view of a dirtier roof and a church. John text the proprietor again when we were outside and he asked for a refund as couldn't stay there especially because he had a dog; she refused to do this. The room was really warm and had no air-conditioning so it would have been really uncomfortable for us all to sleep there especially for John's assistant dog. Her manner was abrupt and not helpful in any way that day so we decided to return home which took 3 hours as couldn't find alternative suitable accommodation. John contacted her again a day later and she told John that he complained about faulty tap which we didn't and she still refused to offer a refund on the basis of a dirty window and a faulty tap. She told him we were given an 'Apartment 'to stay in with the facilities as mentioned on the site including a projector and a wardrobe. Firstly, an Apartment is a 'self-contained' place to live with all the facilities and we were given a room with a bed, table and a dustbin. The wardrobe was non-existent and supposedly came in the form of a makeshift clothes rail. There was no coffee/maker as promised but there was a little bedside table and a desk and chair with nothing on them. We, along with others who had arrived at the building after us, were also bewildered as to where the rooms were. Our room was in a dark L shaped corridor with no signs on the door to indicate where the kitchen and toilet were; we had to open the doors to find out which room was where. Overall, the owners attitude left us feeling cold and let down. She painted a picture of a room in a building that was ill designed and signposted. I felt physically sick that we were led astray by this woman or owner as what was dangled in front of us by the website was not what was delivered. To add insult to injury, there were no disabled facilities especially as my partner is partially blind and struggles to walk. The surrounding area was definitely not conducive to someone who is disabled so it was the worst possible choice of place to stay yet he was unaware of this when he booked. It seems there are many discrepancies in the advertising of this hotel so feel disgruntled about the services provided by Booking.com as wonder if these hotels are checked out by Booking.com to verify the description as given by the owner if that's how it works. We had a bad experience before in a Travelodge and the staff were very understanding about our experience and gave us a free night in another lodge. We would like to have your understanding towards what we have been through and take action to support that we were treated as though we weren't worth anything to her but the money that was paid. We were disgusted by her mercenary attitude and attempted to justify her actions with unsubstantiated statements. I was in tears and very angry about not having anywhere to stay so decided to drive home to Berkshire which took 3 hours.

(I have photos but unable to upload them now due to bad internet connection. I can provide them if needed)

I booked a property (2 bed apt) and it was confirmed.

I also booked at the same time a studio property nearby (different property, different owner) for my daughter - as there were not 2 apts in the first building.

This was done about 10 days before travelling.

I then got a message about 3 days later from the first property to tell me they had 'moved' my booking to another property.

NO details were provided as to an address or what type of property it was. And I was NOT asked if I approved. Just told - with a bare minimum of details

As I needed to be near my daughter's property I needed to know where this new place was. We were in a pretty big city. I needed to be within reasonable walking distance and in a place easy to find.

So I had to ask for further details.

Some were provided - but only a name of the property and post code - no road name - no details of the property - no stating whether it would be the same price - basically not much to go on.

I had to spend time find it on gmaps, only to find it was about 20 mins walk via complicated roads. So no use to me.

I wanted to get Booking.com to put some pressure on the owner for pushing me out of my confirmed apt.

To my amazement there appears to be NO way of contacting Booking.com directly. The so-called 'help-centre' just answers standard questions.

So I cancelled everything and did the trip via Airbnb.

My complaint to Booking.com is "is it company policy to allow owners to just switch (in effect cancel) confirmed accommodation without the owner getting prior consent from the customer?" "And why is there no way of getting efficient easy communication with Booking.com via email or telephone" - which I presume is a specific company policy.

I had had problems with Booking.com in Indonesia a few years back and stopped using them for a couple of years. I had hoped they might have improved - especially in western Europe.

But now it's just clear that I should just avoid them at all costs forever if I want the comfort of believing my bookings are certain. I don't want to have to re-arrange things a few days before arriving when I've paid for a confirmed booking. Who does?

Wrongly made booking for hotel under your reference2215985579

So I will like to cancel the room

I did not got any email. For booking confirmation but I have got phone fromlemontree hotel from port blair

Kindly cancel the room