Booking.com

I wanted to make a formal complaint about my latest experience with Booking. On Saturday the 28th of May I was supposed to stay in a room in Queens Guesthouse in Manchester. When my friend and I got there, we could already tell that we were in an unsafe environment because of the reception and receptionist's appearance. I do not mean to be rude, but the state in which the reception was, had nothing to do with the pictures. We checked in and got to the room. The corridors smelt and you could hear everything happening in other rooms. It was not clean at all. In the room there were spiders, there was dust everywhere, the paint in the walls was coming off and the walls were dirty, the window was open and broken so we could not close it... we were feeling really uncomfortable there and we were scared the receptionist was not going to be happy if we made a complaint as he was smoking in a room next door with his friends, which we could hear. It took us five minutes to find another room in a different hotel (through booking as well, please feel free to check), leave the room keys in the box that they asked us to, get a taxi and leave. Once we got in the taxi, we called booking to seek help and reassurance that we were going to get our money back. The person speaking with us over the phone had a poor English, but did reassure me that he was going to help me and that we were going to get the refund of the room. However, later on I got an email saying the opposite. I called again and the assistant said the same thing, and I insisted that I had already asked for a refund due to the situation that we just had experienced, and he said that he was going to try again to get our refund. Then, he said it was not possible, that he only offered me £17 for cordiality. I felt incredibly offended as he was not taking into consideration what my friend and I had just experienced. Two young women, alone in an unknown city, feeling unsafe in the surroundings of a hotel, in their room, which had a broken window, insects around the walls, dirty room and smelly atmosphere, and all I was offered to receive in exchange from booking, after being a loyal customer for years, was £17. I also asked the assistant to pass me with their manager several times and he said that it was not possible. I asked him to ask their manager to contact me at their earliest convenience and I am still waiting for a phone call to receive an apology on behalf of Booking and at least the money I paid for the room I never stayed in as compensation, not even considering the taxi I had to get and the price of a different room I had to pay. I will appreciate a reply at your earliest convenience. Thank you. Regards, Alba.

On May 4th, I purchased a flight from Sacramento CA to Savannah GA for a friend of mine. When we received the confirmation, we noticed that it put my wife's first name, and friends last name and date of birth. We called Booking.com and send the documents they requested for the name change.

After two weeks of waiting, we called back, and they stated that the airlines will not allow the change. We called the airlines (American Airlines) and they said its not a problem, but booking .com has to make the change because it was booked through them. I called booking.com again, and got the nowhere. I requested to speak with a supervisor and they said no supervisor was able to handle this at this time.

my customer Ref. # 40-[protected]

Thank you,

Ricardo Colon

[protected]

We have now been blocked from receiving bookings for over 6 weeks. We are also blocked from receiving payments for previous bookings.

We have been trading for a year, verified, receiving bookings and booking.com have taken their commission. Out of the blue we have been totally blocked for another verification. I have uploaded 3 videos of the properties and all customer services say is they have forwarded the information to the "department" then nothing. What and where is this "department" the wait is ridiculous. Are booking.com actually being fraudulent here by refusing to forward my revenue from previous bookings?

I really have tried to be patient but six weeks to answer an email and unblock us?

I am now floundering on the verge of going bankrupt due to their lack of action.

Please please help!

I booked flights and hotel through booking.com for a week long holiday to Majorca with my children. I paid for flexible tickets. Some months after booking I decided to alter the time of my return flight from Palma to Bristol (as per the flexible ticket conditions this should be free) I called booking.com to alter the ticket and was told the computer system was down and could I call back in a few hours so I did. When I called booking.com later, I was again told that the computer system was down and they advised that I should contact easyjet directly to alter the booking. The booking.com rep apologised and assured me that I would be refunded any fee charged for the changes made by easyjet to my flight.

I then called easyjet and altered the flight at a cost to myself of 318 euros and then immediately contacted booking.com for a refund. I have been trying to get the money back for 2 weeks now. I have sent receipts and all information confirming the payment. I have called booking.com customer services multiple times. They keep telling me the refund is in process but that I must wait. They cannot say how long it will take. I am owed £256.52 as the difference between the old and new booking. Their online complaints section will not accept my booking number as valid. Feeling very annoyed and will never book with booking.com again.

I used this site to book a hotel in Las Vegas for August 2022. I had no problem getting the reservation, but my problems started when I tried to cancel the reservation a few weeks later. I had one Booking.com service rep tell me since my reservation was made through a third party service, there was nothing I could do since they could not cancel it. Okay, I made the reservation with Booking.com and this third party thing I had no knowledge of before I booked. I have called several times getting several different answers as to how I can rectify this situation. I found out that a refund was out the question because of the third party rule nor could the reservation be cancelled. After going back and forth with everybody and anybody that answers the phone and email, I finally have given up on getting anything in writing that the reservation was cancelled or even a partial refund of my paid in full $159 for the room. I have been beyond upset as this trip has been planned for quite a while for my 75th birthday. I don't have money to throw away but I just wanted to get back what I spent and know that these online reservations are clearer with the exceptions/rules governing your reservations. I have never heard of a third party placing the requested hotel reservation and that booking.com nor the hotel were responsible for changes or cancellations. Sounds like a con game to me.

My name is Moses Leballo, email address: [protected]@gmail.com, Telephone # : [protected]

I have made the reservation earlier today for the 24 May 2022 at Mafikeng Protea Hotel only to find that the trip was cancelled due to some circumstances,

so I have cancelled the booking, but I just received the refund of R37.39 instead of R2187.00 but I made the payment of R2187

Hi.

We booked Atlantis Hotel for 2020 but unfortunately COVID hit us and everyone. We communicated with Atlantis Hotel numerous times and they didn't give us any direction or information as to what will happen with our money and they stopped communicating with us full stop. In the past week I have sent them 2 emails so we can receive our refund and still no reply. We in Australia have been in lock down up untill early this year. So clearly we were not allowed to travel for over 2 years. They have been holding on to our money all this time and I think it's fair and reasonable they we receive our money back.

thanks

Bill Dervenis

I tried for two days to book an air bnb in toronto. I was told to ask the host to invite me again, which he did, 2 or 3 times trying to help.

This is the message I am getting.

"service request authorization error. You do not have permissionto access this resource. Status code 403'

I used an airb&b in 2019. No problem.

I called last night. I sent 3 texts today, only to find out u don"t read them unless I go on your website.

Judy ann donovan

email judy.Ann.[protected]@gmail.com

phone [protected]

I would appreciate someone to resolve this issue.

Thanks

I made reservation in Vancouver, Canada for 3 nights from 28th April 2022 to May 1, 2022 through booking.com and paid CAD1013.80 on April 10, 2022 upfront. We requested the owner of the property to do a late check-in between 10PM-11PM on 28th April 2022. They accepted the request. I was travelling from Calgary with my pregnant wife and senior citizen mother. Upon reaching the property around 9PM and upon talking to the owner through buzzer code he said that “we won’t be able to accommodate you since we have flood in our apartment and we will issue you a full refund and have already informed booking.com AND can not help you right now”. I was out of my words because I was not informed of this earlier, only a message came when I was in flight (at 8:31 PM saying that we’re sorry). At that moment it was 7 degrees cold and I was stranded in a new city with my pregnant wife and senior citizen mother. I had to take care of them right away so booked a hotel (also through booking.com) and paid CAD1600 for the 3 nights. Upon reaching the hotel the first thing I did was to call booking.com. During my vacation of 3 days - I talked to 6 difference booking.com representative for total of 127 minutes after which their representative started disconnecting my calls. Booking.com representative kept taking owner's side and said the owner is denying all of this and he can not issue a refund and was always ready to accommodate you. The representative kept on repeating the same owners word and did not help us and said booking.com can not help you in this situation. I was SHOCKED!

I am not that stupid that I will pay $1599.18 at new hotel when I already paid $1031 for a property for same duration of stay. I booked this property because I did not want to stay in a hotel and that apartment had a kitchen and a separate room for my mother, a balcony and a bigger space. I had to settle (without any of my fault) in an expensive hotel last minute in one small room without any view and no facilities. We work so hard during the weekdays to enjoy our weekend/vacations and this is what we get - a mental torture, a vacation ruined and loss of my hard earned income.

Booking.com is not doing any justice in this matter. I think they are scammers - scamming their customers and taking their hard earned money.

My Claims are:

1. Full amount of new hotel back - $1599.18 - we do not deserve to pay this.

2. Customer Harassment and Mental Torture, waste of time, vacation ruined and other unwanted expenses due to change of Property - $1000 - I wasted 127 minutes on calls with Booking.com during my hard earned vacation. Not even a single of Booking.com's representative helped me was a mental torture and customer harassment. At the moment I was denied check-in, my full vacation was ruined. We also had to incur additional cost to eat each and every meal from restaurants (3 times* 3 meals per day) - had to waste all the groceries we got from Calgary to cook food in the old apartment since the new hotel had no kitchen.

We booked three nights accommodation starting April 12th 2022 at 'Modern Apartment Disneyland'.

We were driving 4 hours that day and were booking the accommodation by cell phone as we travelled. We spoke to the owner of the building and told him we would arrive at roughly 6pm however it could be later due to the long drive (consider traffic and bathroom breaks for two small children). He was fine with that and told us to contact him when we were 20 minutes away.

The owner stopped picking up phone calls, so I sent text messages asking why he was not taking calls. I also sent text messages confirming estimated arrival times and also when we were 23 minutes away from the destination. He just completely stopped communicating with us.

We arrived at the location and sat and waited patiently for 45 minutes. We spoke to neighbours to see if they had a different phone number - No same number. After 45 minutes of repeated phone calls we left a message on the front door saying we had no choice but to book a local hotel as the owner never contacted us or showed up. It was extremely bad service and I can't overstate how upset we were.

We checked in Luxury 3 bhk villa Pattaya on 11 May 2022. I need complain the following:

Firstly, we found the villa isn’t hygiene. It looked like the bedding sheets and duvet, pillows cover haven’t been changed. Because when we checked out with the person who is doing management of the villa, I saw him just tidying up our beddings instead of changing them. When I asked him why he didn’t change the beddings, he said the next customer will come soon , he hasn’t got time to change. I was shocked after hearing this. I assumed he did the same thing instead of changing our beddings before we arrived. Under COVID, how dare he did this. We might be infected. We are so sacred.

Secondly , we have been living in the villa for three days. Nobody came to do the cleaning of the villa during our stay . We were not provided enough toilet roll. No teabags ,instant coffee and water were provided which I think they should be included in our payment.

Finally, when we checked in, the guy of the management told us that I need pay extra electricity fee if we exceed 120 units free usage during our stay. I think it is ridiculous. When we booked the villa on booking.com, we didn’t see this clause. It never happened in my life to pay the electricity fee for hotel or villa. Obviously, this is cheating.

According to these issues, we are so unhappy. For the future customer hygiene, I don’t this this villa is suitable for booking by the customer.

On 13-5-22 Im suppose to go to Bangkok via Japan but in Japan I'm suppose to change airport in order to continue to Bangkok ,but 13hours before my flight Lady from Japan call me and informs me that as foreigner I cant change airports talk with JAL ,talk to Book.com nobody care and I cant use my insurance because Im inform to late ,money is gone .

WHY THEY SELING THAT TIKETS

I have previously booked with booking.com on a fully refundable basis, however when booking a 2 week holiday it was a considerable amount more to book on this basis, due to this I decided to book with the view that if we cancelled we would be liable for the full amount of the booking and was happy with this. When I went through to process the reservation, I was given the option to Pay Now and save $691.70 or Pay later as per booking conditions. I then proceeded to read the conditions to see what the time frame was on the pay later. I eventually had to speak to Booking.com after speaking with the property who told me any none cancellation booking is charged upfront, this is extremely confusing and misleading as the options advertised are pay now and save or pay later, when in fact if you click the pay later option you don't save and are in fact charged by the property at exactly the same time as the pay now option.

As a consumer I am extremely annoyed and concerned at how misleading this information on booking.com is and I feel many people will be confused and charged extra by taking the pay later option when in fact they could save money and have payment taken at the same time as the pay now option.

I made a reservation through booking.com and I had to cancel the reservation due to covid exposure and having a bad cough. The representative who took my request told me that she had spoken with the property owner who agreed to give me a full refund. ( I have copies of all my messages). I did not even check into the property, only to find out that the reservation was not even cancelled and no refund was issued. I have been communicating with booking.com over a dozen times with lousy customer and even "made up as they go" rules, only to be told that the representative who originally told me that the reservation was successfully cancelled and to expect a full refund, gave me bad information. They refuse to honor the original message and refused to reimburse me. The name of the representative who told me that the cancellation and refund would be issued is Jeryl C. The name of the very rude and sarcastic person who would not honor the reimbursement is named Alex. I would in no way do business with booking.com again.

A plannned trip to SLC was cancelled I made repeated attempts to contact booking.com with no success They have now since charged my paypal account 183.25 We never checked in as the trip was cancelled I was in an endless loop with their answer bot. there contact page was useless as there are only set catagorys you can ask them about none of which addressed my problem

I would like to submit an official complaint concerning how my reservation was handled as it resulted in me almost spending the night in the street outside! I was staying at 'Henrys sleeping' in Ulm, Germany from Tue 26th to Fri 29th Apri 2022. When I checked in on the evening of the 26th I was provided with a key which was renderred obsolete on the 28th because the property chose to change all the locks in the building, including the after hours entrance. As a result I was unable to enter the building and was forced to book another room at another hotel on the morning of the 29th in order to avoid sleeping in the street outside! I called Booking.com to report what had happended to me on the evening of 28th at 23:45 pm CET and the operator, after trying to call the hotel repeatedly the operator said there was nothing they could do for me and I should try to stay safe! There was nothing safe about my situation, especially considering I am a Genius Level 2 customer with more than 10 stays with Booking.com. The hotel did not take all measures necessary to provide me with replacement keys. They tried calling me twice at 8pm on the day that they changed the locks (!) but I was out for dinner with colleagues and thus I was unable to reply. The next day they also claimed to have had problems contacting me by email to warn me that the locks were going to be changed but it turns out they were emailing the wrong email address. And it is extraordinary how they managed to get the wrong email address considering I provided a filled out electronic registration form with all of my details when requested by email. Finally, I contacted Booking.com to follow up after I checked out and Booking.com tried to tell me that there is nothing they can do because they need to be respectful of the hotel owner but I guess there is no provision anymore for protecting the customer who actually spent money trying to avoid spending the night in the street outside?!

I have attached the text messages between the host and I. I have also attached a copy of their billing policy listed on the confirmation email received, per your website. a more detailed explanation of complaints listed in the provided texts.

The host was great at first!

Complaints:

1. they called wanting payment in full on April 6th. Our trip was scheduled for June 13.

2. per the booking confirmation, and booking.com website there was not policy stating it had to be paid until we started the stay.

3. They were understanding at first, but pesky.

4. Then the hateful, unprofessional, rude comments, and pestering started.

5. when she called 5/3 (the agreed upon date for payment) i was unable to take the call due to being at work. She then started texting me. "is the no response thing again meaning u arent able to make payment today or u dont know what to say? or meetings"

I explicitly told her that I was no longer interested in renting from them, to cancel my reservations, and the precise reasons why. "Patty" was rude in her comments, snarky, untruthful, and was trying to railroad me into paying, because she demanded it.

Later in messages they revealed that they were not patty. "Patty is nicer than i am."

When i asked who i was talking with they simply indicated that they were the owner. Would not give the name.

I later told them to leave me alone, because they kept sending harassing messages. They continued to send another one. In my next message i said "please leave me alone!" Still another message was sent.

I feel harassed by this/these individual(s), and that they are fraudulent. i feel like they were just trying to get money out of me.

I had called both the hotel and booking.com and got an email that said the refund will be issued 1-12 business days for the hotel cancellation. 15 business comes no refund back to my paypal account. Called booking.com customers service again and again to find out what date and refund transaction number. I only provided the email the date the refund issue and told to call the bank. Looked at the paypal account there no trace of the refund. Booking.com keeps giving us a run around avoiding providing the refund transaction statement or id so I can call my bank to inquiry of the refund. I spent weeks trying to get refund back, but only get to dead end with customer service in india that keeps apology for not able to do [censored].. Please people and the public out there in the world, do not use booking.com for any service. It is a scam. There are many other people had this bad experience and gave up on trying to get the refund back. But i'm determining to have booking.com to change their business practice on honesty. If you own booking.com stocks sell them. It will not be there for long if they continue this scamming business practice.

This is the message I sent to the Four Queens today regarding mreservation confirm#2178.596.389 Pin# 3612. I have to say that not being able to physically speak to someone made the incident harder to attempt to fix. The Booking Agents finally got it solved on the level that they got a room, but they did not fix the situation of not honoring our paid in full reservation. My husband ended up in a first floor room with none of the requests being fu;llfilled and an hour and a half wait. No apology or consideration for their uncalled for treatment. I personally will not book at this hotel ever again. I use booking.com as I trust you. I have used it to book hotels all,over the world and NEVER had an experience like this. Please investigate the workings of hotels like this as it only gives negative vibes to your company as well. Thanks, Joanne Shimpock

Message to Four Queens

I am writing to tell you how very disappointed I am as a Booking.com customer with your hotel. I booked a south tower premium room with 2 queen beds non smoking. I did not pay for a room to be determined when I arrived! I prepaid before arrival in full. I made sure my husband was listed as a guest so he could check himself in. As it turns out, your staff would not let him check in as he did not reserve the room and I did not come with him. The easiest thing would have been to have me add a credit card with his name in my account from home. Of course that was too easy for your staff so a big ordeal transpired with your staff, my husband, me, and Booking .com. . When the dust settled an hour and a half later, my husband was offered a smoking room or a non-smoking room on the first floor. There was no specific room according to my booking available. I had specifically paid to have a specific room designated for my stay not picked on arrival. So none of my requests for my accommodation for my reservation made and paid for on January 24,2022 were honored as paid for. Not only was our booking totally messed up but my husband and my son in law were not even offered some type of compensation such as dinner or drinks to make up for the stress and problems caused by this incident. I surely hope this is not your normal management as it gives you a negative impression. I personally will never stay at the Four Queens and will tell my fellow friends as well. At the very least an apology should have been made for all the inconvenience. Thank you Joanne Shimpock reservation2178.596.389 pin #3612.

Hi. I wanted to let booking.com know about this property in Coolangatta, Queensland.

I booked part of our holiday in Noosa through photos on booking.com. The first place was immaculate.

The second part of our journey was to Greenmount Resort, 3 Hill Street Coolangatta.

What a difference. This grandfather complex, yes I mean old, has alot of issues.

Firstly, the lift isn't working at all. We are on the fourth floor in room 408. I was assisted all the way up with our luggage. Hats off to the staff who work here. Friendly and knowledgeable etc. I have major back issues so getting downstairs will be fun. See attached report so you know how stairs affect me. The staff had the nouse to email us a few days beforehand to let us know about the lift, but as a peak travel time due to school holidays, I was concerned we would end up on the street. I am ona disability pension because of this.

The room is not quite what is advertised. Take a look at the photos to see what I mean.

Whoops. Just killed the second spider. Not sure what's been biting my daughter. Have a look at these.