Booking.com

I have tried dealing with the normal customer service department at Bookings.com, but am just being fobbed off with generic replies and have therefore decided to bring this very serious complaint to you before going to the national press.

I have been a customer of Bookings.com for many years, but this last occasion has shocked me almost into disbelief.

I am a lady of 73 years with an extremely bad back condition, unable to walk very far and am due to have more major surgery in the Wellington Hospital London next week.

I was on holiday in Spain and travelled back to London on Monday 25th June, as there was a rail strike on the Tuesday, I decided to stay in London on the Monday night for my early appointment on the Tuesday morning, at the Innbox, 2 Allitsen Rd, London NW86LB, as this was very near to the Wellington Hospital, booking the accommodation with Bookings.com. My taxi dropped me off outside the building. The accommodation was totally closed and locked up, so was the pub it was attached to. I knocked and banged on the door, but there was clearly no one there. It was around 9pm and I was stranded on my own in London. I tried calling Bookings.com but could not get through, nor could I get through to the 2 phone numbers which were associated with the hotel, both numbers were not in service.

As you can imagine I panicked as I could not walk very far and there was not another hotel in sight. I eventually phoned my son to call me a taxi which came later that evening and the taxi driver took me to the only hotel in the immediate area which was close enough to the hospital for the next morning. This hotel was the Danubius in Lodge Rd, St John’s Wood and opposite the Platinum Medical Centre. I was extremely shaken by the entire experience and could not believe that your company were and still are advertising this hotel.

I eventually got through to bookings.com on the Tuesday after my appointment, they told me that they would have to check with the hotel before they could refund my money, I explained that it was closed and they would not be able to get through, but they would not take my word for it. In fact one of your customer service agents just talked over me all the time so I could not explain the situation clearly.

I have emailed customer service and had a variety of ‘ Are you happy with Customer Service’ emails back since then, but still no satisfactory results and no one seems to be taking responsibility of this problem.

My flights were cancelled by the airlines and the airlines confirmed to me that they have issued the refund to my travel agent booking.com.

But it has been over 5 months, still booking.com has not issued the refund to me. They keep lying that the refund is pending from airlines, while i have also shared the proof from airlines that they have refunded it to booking.com.

Booking.com customer care dont even respond to my emails now. The refund amount is over INR 400,000

I am complaining about how myself and my husband was left stranded without no way of getting our key from booking.com office at Benidorm , we arrived at 11.15 pm and the office told us they would stop open while 12.00 midnight . But when we got there in a taxi the office was closed . We followed the instructions on their screen to allow us access to the key but when it came to paying the deposit for our apartment the card machine was not working , by then we was really upset and stressed . We had to take our cases and baggage all over to find a place to stay for the night , until we could eventually find Halley apartments who let us stay which was very kind of them at that time of night .We have the receipt of our stay and the next morning we went to booking .com office based in Benidorm and told them what happened , all she could do was shrug her shoulders and took our money for the deposit and gave us the key . This was really a bad experience we have ever had and since coming home , i have rung and emailed booking.com about this but nobody seems bothered and gave us 25 euros in which it do not cover the expense of another stay at a different apartment

Paid £263 upfront for 2 nights stay - room smelt stale but appeared to be clean room was cold and there was one old electric radiator to heat room which took 2 hours! Tv had no signal and was connected to what seemed to be an old style aerial - hardly any sleep as people screaming at all hours! Not quite the tranquil sea view room we had been expecting - woke up in morning and attempted to have a shower! Temp regulator button had been broken off! Tried everything to get a good temp but alas it was scalding hot and could not shower I then attempted a bath! Tap fully opened a sputter of water then no water! Had to wash in sink - not the standard I was expecting! At the very least washing facilities should be adequate! Floor tiles cracked and toilet pan cracked also! I spoke to reception who apologised but that was it! No attempt to offer a new room after giving it an hour to let them respond I made the decision the check out! Again they apologised but said they could not offer any kind of reimbursement! I feel like I have been robbed as I really didnt get anything except clean towels and bedding! This hotel was not what was advertised!

Dear Customer Services,

Booking reference: [protected]

I have just received my credit card statement and it shows that I have been charged twice for the same journey as follows:

17. 06.22 09.45 Pick up at Palermo airport . Charge £39.16

20.06.22 No journey Charge £39.54

I did not order a second taxi in Palermo. Please investigate and refund the amount of £39.54.

Warm regards

Sara

Professor Sara Chandler QC (Hon)

I had booked my flights and hotel reservation through Booking.com for 2nd September 2021 to Punta Cana from New Jersey, due to IDA storm hit, the airlines cancelled the Flights and there were no available flights for 4-5 days after that. So we called Booking.com their partners in customer service is Gotogate : We called them, they said we have not been notified that the flights are cancelled so we will not issue the application of refund and its is not our problem if the flights got cancelled, on our end the flight is still on so we will consider that you are boarding the flight, and if the flight is really cancelled we will not call to Airlines to find out, and you have to call yourself to Airlines and ask for refund, we did call the Airlines United Airlines and American Airlines, they agreed that due to IDA storm the flights have been cancelled and we will issue a Travel Credit of the Flight amount and the Airlines did send an email about it that this is the Credit confirmation code, use until September 2022.

Cut to we were deciding to go on vacation, when we started to book again wit the travel flight credit, it says this credit is no longer available, when we called both the airlines they said that we have issued a refund to Booking.com about your flights in February 2022. they showed us the proof that they have refunded, so we called Booking.com and thier partners GO TO GATE : they made us transferred from 1 department to another, we had to repeat like the same situations like 5 times, and the Customer representative Shankar D. started to talk rudely and hang up the phone on us.

we called again and the same thing happened, another agent called Homdraz instead of listening he started to arguing and raised his voice against us, he put on hold and came up with 2 choices, 1 choice he will transfer us to refund department and they will handle the case, 2nd option that we will cancel the flight for you that you did not go on to flight, and we are not sure that you will get a refund or not, we agreed to option 1 and he transferred us to Refund department, she made us wait 20 minutes and then she replies that we will transfer to frontline department you have been transferee to wrong department, and before even we could speak she directly transferred to Frontline, when they picked up call after 15 minutes, that guys was also rude and said we cannot help out here, you have been transferred to wrong department and we are like what is wrong with you guys you are transferring us to wrong department and he was like that's not my problem and he tranferred to booking department, we explained him again patiently and he didnt listen and said we can not do anything here and hung up the phone. we were on the phone like 3 hours and no solution was been able to done. it's not a small amount, the flights we booked cost us like around $2172.82.

THIS IS NOT AT ALL FAIR, THEY GOT THE MONEY REFUNDED FROM AIRLINES, BUT NOW THEY ARE NOT HELPING US TO GIVE US OUR MONEY BACK.

Dear Booking Team,

I had to cancel two bookings of mine, namely:

1. booking: TRAVELODGE WYNDHAM ORANGE COUNTY AIRPORT COSTA MESA, June 19-20. and 6 Motel Costa Mesa, June 24-25.

The reasons were the following. My flight of British Airways from Budapest to Los Angeles on June 19th was canceled by BA, hence I could not get to the TRAVELODGE WYNDHAM ORANGE COUNTY AIRPORT. However, I wrote about this to Booking.com immediately when it turned out at the Budapest Airport that I cannot arrive on June 19, because of the cancellation. And I was assured two times, that I would not have to pay, I can cancel without a fee. However, I checked my bank account, and it turned out, that the amount was drawn for that night and it was not transferred back to me.

2. booking: 6 Motel Costa Mesa, June 24-25.

My baggage was lost when I arrived at Los Angeles Airport on June 20, 2022. I was told later that I can pick it up at the airport. However, contrary to what the LAX United Airlines customer service told me, it did not arrive, so I had to stay in Los Angeles on June 24, hence I could not stay at 6 Motel Costa Mesa. BUT I also canceled this booking and got a message that I was able to cancel it without a fee. However, later I got a message from 6 Motel my stay was marked as a no-show, and the amount was drawn from my bank account, and it was not retransferred since then.

So, I would like to ask you to take measures that Travelodge and 6 Motel transfer back the price of the two nights I could not spend at their hotels, but which I canceled in time, and was confirmed that I can cancel them without a fee.

I also send printscreens of the emails about these cancellations below.

Pleases, answer a.s.a.p.

Kind regards

dr. Gergely Ambrus

gergely.[protected]@gmail.com

I am a Booking.com host. I have hosted their guests for over a year with no problem. Then in the last three months they have not paid me for guests who have booked and stayed at my property during that time. All I get is "We are sorry for your inconvenience. This is a Stripe issue." My contract is not with Stripe, it is with Booking.com. They owe me over $5,000. They claim they need to verify my bank account. The problem with that explanation is that they pull their commissions from that same bank account that they claim they need to verify every month. In addition to that, I also host through FutureStay who uses Stripe as their merchant account. I use the same bank account and Stripe has no problem issuing payouts to the exact same account that Booking.com says needs to be verified with FutureStay. I think they are blowing smoke. I know they are blowing smoke. I have now taken them to court to sue them for the money they owe me, plus interest and court costs.

I've been attempting to resolve a double payment issue.Booking.com charged my credit card and upon checkout I was also charged by the Hotel.

I've been since March trying to get a credit from Booking,com and have been told that credit was approved (June 6th) but that credit has not posted to my credit card account. Too much double talk and not enough action! Very Frustrated !

Booking Confirmation Number: [protected]

Emailed the Glenburn Hotel on 27/06/2022 - no reply. Booking.com are not responding to any messages via there app ‘manage booking’.

I booked a 2 night stay at the Glenburn Hotel through booking.com and changed my dates, which they approved and modified as follows:-

Check in: 7th August 2022 (was 19th June)

Check out: 9th August 2022 (was 21st June)

The Glenburn Hotel took two separate payments from my bank account in the amounts of £149.00 and £9.00?

Payment term you’ll pay when you stay at the Glenburn Hotel (which I haven’t yet).

I found a cheaper price on another website. Beginning on June 30 I sent several emails and phone calls requesting the price match. I was told it would be taken care of. Today July 2 I received an email from Booking.com advising the price was not available. Upon checking it looks like the room was booked sometime between last night and this morning and the link will not show the price any longer. I spoke with booking.com today July 2 who advised I need to send them a screenshot of the pricing, I do not have a screenshot and was never told I had to take one. I asked them where it was written that I needed to send a screenshot and was advised it is their internal policy.

_________________________________________________________

From booking.com on July 1, 2022 at 10:32:43 AM :

Hi Debra,

We would like to start by wishing you a lovely day. Counting you among our customers is something for which we are especially grateful.

Thank you for giving us an opportunity to serve you.

We understand you might have seen something different. If that's the case, send us a link to the offer you saw.

To complete your We Price Match claim, we'll need some more info:

• A link to the website with the cheaper reservation

• Price (including taxes, service fees)

• Meal plan

Please respond within 24 hours, and we'll do our best to honor your claim.

Whenever you need us, we're always here.

Have a lovely day.

Yassin A.

Booking.com Customer Service Team

I immediately replied on July 1, 2022 at 11:00:13 AM EDT:

Here is the link.

Please adjust my reservation cost to $553.00

https://booking.airriva.com/vrp/unit/BayShore_220-464-15

Thank you,

Debra Kingsbury

I actually started to ask for a reduction on June 30

Today July 2 I received this email and now on the phone they tell me I have to send a screenshot which I do not have:

Hi Debra,

First of all, I'd like to apologize for the frustration you've had with this reservation, this is never something we wish for our guests to experience.

When we visited the website you provided, we found that the page does not contain room price

because the dates 3/5 July are not available. The room type, dates, policy, and conditions all have to be the same.

We understand you might have seen something different. If that's the case, could you please resend us a link to the offer you saw.

To complete your We Price Match claim, we'll need some more info:

• A link to the website with the cheaper reservation

• Price (including taxes, service fees)

• Meal plan

Please respond within 24 hours, and we'll do our best to honor your claim.

Whenever you need us, we're always here.

Nizah E.

Booking.com Customer Service Team

No information on site that the resorts pool is under construction. I am paying $999.10 for a 3 night stay with no access to a pool. My stay dates are July 3d though July 6th.

I would like to see about a refund for this stay

This is a booking over the holiday day and higher prices are paid during that time,

I could have stayed at a cheaper site with a pool, had booking,com made aware on your site that it is under construction.

I am traveling from Pittsburgh PA which is a 6 hour drive from Atlantic city which will be another $250worth of gas - to travel to a "resort" with no pool

I booked a return transfer for my manager from Katowice Airport to her hold on the 26th June and her return on the 2nd July through booking.com. The service provider in Katowice was GR8 WAY Sp. z o. o. As an NGO, we are on a very limited budget. Unfortunately she missed one of her connecting flights due to the previous flight being delayed. I tried to change my booking online but their was an additional cost of over R4000/234 euros/$244. This may be reasonable in countries that have a strong currency, however ours is not. I called booking.com and they tried to contact the service provider but were unsuccessful, so an email was send to the service provider.

I did not receive a follow up email or call from booking.com, so I was unsure of what the situation was. I thereafter also tried calling the service provider and sent emails requesting the change in pick up times. I received no response until I got the details of the driver from the booking. When I called him, he was already on his way to the airport and checked with his office if the pick up can be rescheduled. They informed me that I had to make a completely new booking and pay for it. In desperation, I did so as my manager had travelled for 33hrs already.

Today unfortunately her return flight was also cancelled and a new flight booked. This meant that the pick up time was also changed. After calls and emails between myself/booking.com and the service provider, the service provider informed me that the booking cannot be changed and I should cancel it and book with another service provider. I subsequently did cancel the transfer. The problem is that they are the only service provider in the area that is listed on booking.com.

While I do understand that the service provider is running a business, I still believe that they could have been more understanding in this type of situation in which we have no control over. I feel that they lack empathy.

When we got there we was shown to the room they did not come in nowere to hange your cloths no chairs to sit on there was a small cupboard which had Ants othe top also Ants on floor under cupboard so packed up and left i can only on our room not upstairs our room was nothing like the advert we manage to get one night room at premier inn fo one night next morning we went home under the state of the room i have my money returned Kind Regards M Cox

This reservation made at the VP Jardin Metropolitano hotel for the 7/8 August 2 rooms was cancelled despite my mastercard having been debited by Booking and me sending photo of proof.

The hotel has cancelled the reservation. I cannot accept that if Booking charged the card on the 28 Hune 2022 at 11,23.41

Either return my money or make sure I get the rooms I had booked pls.

I have contacted booking via phone and email, no use!

Pls see photo provided.

I made a booking on booking.com at [protected]@summersands when I get to the premises the guard would let me in and says he doesnt know anything about a flat to let. I paid for my booking online.

So I had to find another place to stay.

I asked for a refund from booking.com but there's no answer.

I want my refund. It's unfair. If it's a scam I hold booking.com responsible and want a full refund.

We were supposed to stay there from 31st of may to june 1st 2022.

I'm still seeking refund.

Her is the reservation number: 3091.890.472

We received keys 4 hours after the check in time... at 7PM instead of 3PM... (this only is worth financial compensation)

I want full refund I was billed 106 euros when it was written 52 euros on booking... the appartement was in horific condition (worst of my life). - Insects in the appartement - trash left in the appartement so cleaning not done. - appartement picture we saw not reflecting the current state of the appartement. - not feeling safe in the appartement, (thin door no sound isolation.. would be impossible to sleep. Feeling like someone is breaking in constantly..)

I am now starting legal actions for if you don't accept. I have pictures that I am willing to share with you if you want to strat a dialog with me. I give you 10 business days to do so otherwise I will give you the bad review that you desurve on booking and start my legal procedures.

Thanks in advance.

Raphael

- I refer to health and sanitation issue encountered during the stay (insect infestation) at Suasanna All Suites Johor Malaysia on 23jun (booking ref [protected]) (https://drive.google.com/file/d/1vTCetn-xYvflb1FOm-UxyI-A_Oqv4kXI/view?usp=drivesdk).

- Requested for Hotel Reception staff to investigate issue, whom did NOT arrive after waiting for 1 to 2 hours.

- Went down to reception at 12.03am 24jun. Reception staff claimed he was changing shift. Was re-directed to speak with another staff (https://drive.google.com/file/d/1oxkKnZYd9RKwFT4mpZPB-krY_hVXDyyY/view?usp=drivesdk).

- Staff claimed issue was common at the hotel (https://drive.google.com/file/d/1fl1m6Ze6TKFTu5Vmgu_j-pJLAW7bR2VZ/view?usp=drivesdk).

- I refer to Duty of Care principle of Hotel and Travel Agency towards hotel guests. Issue was unresolved at time of stay.

- Booking.com staff were uncontactable at time of incident thru live chat (app) and call. Able to verify failed attempts to contact booking.com thru videos taken at that stage.

- Email was sent to booking.com on 24jun and 26jun, dispute resolution form submitted on 26jun 8.36am, detailing issue with relevant evidences. Till date (29jun) there were no reply from booking.com on the matter.

Hello,

We booked a romantic anniversary get away just before Covid hit in 2020, we've been trying to get there ever since. Our last booking we tried to arrange, we was told that the hotel has changed hands and cancelled our booking with no refund. We have e-mailed you before but not heard anything back. I work for the NHS, holidays were cancelled, and it was hard to arrange around Covid! We kept getting our stay cancelled. How can we get our money back? Your customer service is the hardest to get through to! We had given up but this is our money! Please help! Steph and Darrin Watson - [protected]

Booking Reference [protected]. I reserved a rental car on 6/2/2022 thru booking.com for a vehicle from 6/19/2022 thru 7/30/2022 at the Jerez (XRY) Airport in Spain. Through no fault of mine, the flight, IB8906 was CANCELLED to Jerez on 6/19/2022. I was rerouted to Seville, and unable to pick up the vehicle in Jerez on 6/19/2022. On 6/20/2022 I called the Dollar car rental at Jerez Airport to verify they had a vehicle ready. They said they had NO VEHICLES available, and since I booked it “third party” (booking.com) I would have to contact booking.com to straighten matters out. It would be easier to book a trip to the moon, as booking.com has the WORST CUSTOMER SERVICE KNOWN TO MAN. I have sent email, upon email, upon email, as I don’t have a phone in Spain, and when I finally did borrow a phone, after going through a nightmare, they wanted a PIN NUMBER that I never got. They charged my credit card the full amount for the vehicle rental and it has been over one week and not only do I not have a vehicle, I can’t even get a response on how they are going to rectify my situation.