Booking.com

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

Booked and paid for one bedroom apt. With terrace/balcony with garden views towels/ bed linen, refrigerator received a studio, one room for bedroom, kitchen, table and chairs no terrace/balcony no outdoor area no garden views, over looking car park no bed linen supplied and towels a disgrace surgical plasters holding the handle on the door confirmation number

[protected]

[protected]@hotmail.com

The instructions to verify property listed on booking.com requires a PhD. The instructions takes you into a never ending loop of nothingness. They require a call that can take three months, or to mail a letter to the property. MAIL A LETTER? IN 2022? WHO DOES THAT? Also mailing a letter to an international destination takes forever, especially the mail in certain countries have been delayed because of covid. They have instructions to upload a video showing street signs going into the villa but Antigua does not have street signs on every street. To top it off, there is no place to upload this video. I spent six hours searching using the instructions and still there is no way to find a way to upload this video. I will be removing my listing from this site immediately! I called and the agent said she dont now how to verify the property.

We checked in to Magna house flat 9 on the 31st of July 2022. Upon our arrival we noticed the beddings in the bedroom was in poor condition and the flat was very humid and hot. We contacted the management of Magna house via phone as there was no reception on site. It was difficult to get hold of someone to cater for our needs, we eventually got through on phone and explained that the beddings were in very poor co diction, towels appeared unwashed and there was only one fan which was heavily dirty. We were told a replacement bedding will only be sent to us the next day, and a spare fan will be sourced for. At this point the temperature of the apartment was about 34 degrees. We tried to let some air by opening the windows but there was hardly any improvement. On the 1st of August 2022, we opened the cupboards and tried to use the plates in the property, we found some were broken around the edges, the kettle was in a very dirty state and not descaled. We resolved to making teas with a pot instead. Our kids were playing in the bedroom when suddenly we door was shut without notice and knobs were locked. The kids inside the bedroom were age 2 and 3. It was the most terrifying ordeal for us as parents. We could not enter into the room to get them out. There was no keys for the bedroom. The kids realised they were trapped inside the room and was getting more and more scared, so distressed and screaming loudly. We tried to call stay-let managements on the contact number given severally at least more than 7 times and no one answered. We then sent a message via booking.com. We were scared ok the kids suffocating in the room which had no air, no water, there was no way to get them out as the doors were solid and a double lock system. We are filled with fear while offering the kids reassurance through the locked door and calling the police for help as we could not get through to any admin in magna house. We continued to encourage the kids to turn the door nob like they did before. The police could not help either, contacts was been sort for locksmith, I was still trying to reach stay let management via phone. Suddenly the 3 years old turned the lock once and again and opened the door. This was a nightmare. The house was so tensed because of the incidence. I left my gold ring with 3 diamond stones in the apartment and worn a plain band. There was no safety drawers or safe in the apartment. We went out, and on our way stay let called and told me someone has been sent to the apartment. The person is literally 2 mins away, we advised we were out and the kids were able to unlocked the door. I asked about the keys to the bedroom and was told the bedrooms have no keys! This was shocking, that an apartment room would have locks without key. We were not informed of this before hand. Upon our return for the day I immediately noticed my wedding ring with 3 stones was missing. I was heartbroken, I tried to ring staylet and again no response. I had to email via booking.com and was confused to receive a reply telling me to “leave the property as soon as possible”. There was no indication of how the matters will be investigated, the response were abrupt. The has been a devastating experience.

4 weeks till our stay in Verona Italy open up my website to see they changed hotels on us. When we made our reservations 3 months in advance it showed pictures of the old town where we are to be. Booking.Com very trickey. Also plus we always make reservations with free cancellations, it was changed too and free breakfast. I have traveled many times to Europe and the USA never had a problem. Retired handicap only wanted to celebrate our 50th. Beware

Please be informed that I had a confirmed booking with Air port view Apartment but when I arrived to the location I found the contact phone is closed and no one there then someone came from different building to till me that he is managing the place and someone else had booked this apartment through different App and no place for me.

This is the worst service I had ever seen, I am sure that Booking.com will not accept this service to be provided through your platform

Booking confirmation no. [protected]

Pin code 5709

Good Evening my name is Brian Mudge Booking reference Confirmation [protected] Pin 4727.

My email address b.[protected]@hotmail.com

I booked a one night stay at the Cathedral Hotel in Salisbury for the 10th August 2022 for 2 guests for the sum of £99.00 which was taken from my bank account on the 6th August 2022.

On my arrival at the Cathedral Hotel Salisbury i find to my shock the the Hotel is closed and no longer trading. Having spoke to local public passing by outside the hotel i was informed that the Cathedral Hotel has been closed for the last two (2) weeks.

Could i please have a full explanation into my ruined evening and a full refund of monies paid to your company

on june 21st 2022 i booked two nights at les vieux lofts de quebec through booking.com

at that time i made a mistake, cancelled the reservation and then rebooked a few moments later

i was charged 146.69 for what i believe is a deposit of the total charge

i then say i was charged a second time

since that time i had been fighting (that's the only word i can use) to get my refund for the second charge

i have spent hours on the phone, and sent and received 23 emails from booking

each has a different message...i am told a refund is coming with 15 business days...i am told that they are working on it...i am told it's the hotels responsibility

told that different amounts of a refund are coming to me

nearly every message comes from a different person

the messages have no common thread, as if they were written by different companies

do your agents have a clue what they are doing

it's a simple procedure...mistakes happen...but casual attitude and complete lack of interest in solving this is unacceptable

the amount of money is not large, but the fact that nobody in your entire organization can sort it is unbelievable

if this isn't sorted in the next couple of days i will be taking this to a higher level...

for the record here is the first message from you on july 6th

Hôtel du Jardin By Les Lofts Vieux-Québec

2 Night(s), 1 Room(s)

See Hotel Details Map/Directions

Map/Directions

CHECK-IN: Wednesday, July 06, 2022 (16:00 - 22:00)

CHECK-OUT: Friday, July 08, 2022 (06:00 - 11:00)

HOTEL ADDRESS: 363, Boul Charest Est

Quebec City QC g1k 3h3

Canada

HOTEL PHONE NUMBER: +[protected]

NUMBER OF

ROOMS: 1 Room(s)

RESERVATION

NAME: Room 1: Stephen Porter

For 2 Adult(s)

CONFIRMATION NUMBER: Room 1: [protected] (Pincode: 6433)

22 emails later, and nothing has been done

I viewed rooms on your site for Henson Hotel Blackpool, at the hotel it became quite clear that this hotel rooms were seriously misrepresented on your site and bore absolutely no resemblance to the rooms shown on your site and also shown on the Hotel site. My room had rain water running down my bedroom wall from the ceiling at the outside wall, no hot water was available in the bathroom the sink had no stopper and was ingrained with stains and black gunge around the waste hole, there was a ladies razor and toiletries left on top of the shower which had obviously not been checked or cleaned prior to my visit, the bed mattress was soiled stained all over and the bed was very bumpy.

the room received no service during my stay apart from a bin being emptied, no cleaning was carried out no towels in the room and had to ask several times before I received towels. Windows did not close properly, I have taken pictures of the above. I would say that this hotel rooms are more like what you would see on Slum Landlords because that is how bad it was I have been misled by the images on your site and the room that I booked was not provided I believe that this comes under the Consumer Credit act and I do intend to pursue this matter as I take offence at being taken advantage of .

My friends and i booked an apt in amsterdam called lunas hideaway withy comfirmation number [protected] in oct 2019 and paid deposit of 319.22 euro but unfortunately due to covid restrictions we were unable to travel on thye plkanned booked dates 18/3/2020 for 4 nights. We agreed with the apt host kiki that she would hold our deposit up till the new booking dates. Now that it's safe to travel again we planned to do so in september 2022 but unfortunately she has never replied to our emails and we are left stranded with no place to go and deposit not refunded. What is our next step please. Is it possible for you to contact her yourselves as she is not replying via booking.Com and not even via email.

Thanks in advance and looking forward for your reply

On July 15. 2022 I flew from Las Vegas to Charlotte, arriving July 16. The previous legs of my reservation were first class tickets. When I made this reservation I made it with the intent that this was a first class ticket from beginning to end. I started this trip on July 8, 2022. I noticed the last leg of the flight was an economy ticket, something I did not book the day before I was to depart Las Vegas to Charlotte. I called you numerous times soon after, I was promised 2 call backs from you prior to my flight departing and I received none. The last time I called was 2 hours prior to my flight leaving and I was on hold for 52 minutes and I had to hang up because I was boarding my flight. When you did call I was in route to Charlotte. Later that day I arrived home you finally called and I was promised my issue would get the attention that it deserved IE major escalation. It's been 3 weeks and I haven't heard anything from you and the reps that I have encountered give me the impression that I'm wasting my time. I've sent emails detailing my issue but no answers so now I'm trying this.

Again, I booked a round trip first class ticket, why would I want to fly economy on the last leg home?

08/05/22 I booked a room for Motel 6 online utilizing my smart phone. When I arrived at Motel 6, they asked for my card and I explained I had already paid for the room online, the clerk stated they know but they have to run the card anyway and that I would not be billed twice. I was in fact, billed twice. I have two charges currently pending on my debit card account one from booking.com and one from Motel 6. The manager at Motel 6 stated they did not handle that issue, the issue is through booking.com who is supposed to contact Motel 6 and then they (at Motel 6) undo a charge. I have tried contacting booking.com all day; but to no avail. I got a customer service representative but they claimed they could not hear me and hung up. They state they have live chat when you are online; but there isn't actually a live chat. This situation needs rectified. I can be reached at [protected] or via my email if for some reason I am not able to be heard [protected]@yahoo.com; I can also communicate via chat. Thank you.

I have booked a round-trip flight Vancouver x Toronto with WestJet, through Booking.com for me and my daughter to visit the East Coast. It was supposed to be a final trip before school re-start in Sep. Although, it ended up being a nightmare.

My initial booking was for Jul 31 - Aug 5. On Jul 29, I felt a bit chill and on Jul 30, I tested positive for COVID-19. I called Booking.com and unfortunately, the only option was to pay another $1,045 (on top of my already very expensive flight $1,973) to postpone in 1 week my flight, which I reluctantly did accept and paid.

My new booking was scheduled for Aug 6 - 11. On Aug 4, my daughter felt chill and after testing everyday negative, she finally tested positive for COVID-19.

Today, I called Booking.com and, despite the fact that I have already paid twice the costs for this flight and the cancelation is related to a serious health condition and I am following Health authorities instructions to cancel my flight, the attendant informed me I am not allowed to receive not even $0.01 refund.

This is not acceptable, as a client, I must say how frustrated I am with the lack of empathy from Booking.com/ WestJet. I will never fly with WestJet or Booking.com anymore.

Hace más de 40 días me retuvieron 200 dólares cómo garantía de mi estancia en el hotel y aún no me lo han reembolsado. Me considero estafado y sugiero a las personas que se alojen en este hotel, que no se retiren sin tener la certeza de que se les haya reembolsado lo retenido cómo garantía. Son unos estafadores! No arruinen su viaje eligiendo a este hotel

Morning. I am speaking on Behalf of Barefoot Beach Camp Kenya Limited of which I have received an Invoice for the period of July 2022. I must explain that We had closed Barefoot Beach Camp Kenya in June 2022 my last booking being on 2nd June 2022 and the camp was non operational as of this date. So I have a question as to whom came and when, which would need to include Names, how many and on what dates. Kindly reply to me Directly on my personal email [protected]@gmail.com and or [protected]@yahoo.com

Kind Regards

Edward Aniere

I paid for my room that I leave for in 4 days but then they took $2,000 out of my account. My account is in the negative but they say they can’t find the transaction. I called yesterday ams spent four hours on the phone waiting. No one could help and refused to let me speak to a manager. My money is still not returned. I haven’t received a call or email to fix it. I have no money for the rest of the month for me and my son since I am a teacher. This money was for my trip and food for the month. Please help me get my money back. The bank is investigating fraud now.

I am being charged over $1099.82 using hotel booking.com Amsterdam NL. The booking seems to have been made on August 3 and it is only August 2 where I am at present. They have used with my credit card details and it seems to have been "approved" though it is still pending on my online credit card statement. for a room in Amsterdam. Can you help me stop this?

I do not have a mobile phone but can be contacted at [protected]@gmail.com