Booking.com

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

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

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

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

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

Tip for consumers:
No

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

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

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

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

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

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

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

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

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

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

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

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

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

ONLY put 5 so it would be read. I used booking.com a few times and had no issues, however... Last month for me and my husbands anniversary we booked a place for a few nights. While out to dinner on our first night we received a phone call from a different hotel asking us when we would be arriving. I had never even heard of and never received any confirmation emails about. I received multiple reminders about the hotel we did book but not ONE about this other hotel we supposedly booked the same weekend as the other. We ended up paying $200 for the first night at the place we were not even staying at... needless to say I was very frustrated and when I called booking.com they would not do anything about it. They said on there end that they sent a confirmation email. We looked on both my husband and my email history & spam up till the day that I supposedly booked the other hotel and there was NO email confirmation about it nor were their any reminders like for the hotel I actually did book. Not use this site you will loose time and money you work hard for!

Stayed at Tourist & Resort Hotel Cappadocia, booked through Booking.com. This Hotel classified as Four Star but the treatment we received was 5 star. My partner and I would like to thank, the house maid, the reception staff, the breakfast staff, the chef (who make the most amazing omelettes), and the doorman, and last but not least the manager, who made our stay the greatest part of our world trip. We arrived tired at 05:30 in the morning a car (driven by doorman) picked us up from the bus station and took us to the hotel, reception seeing how tired we were gave us a room immediately, while the doorman carried our two heavy bags upstairs to our room, and we were invited to have breakfast after a short sleep, everything thereafter was just as perfect. Cannot recommend this place enough. I would also recommend that any tours, ballon rides be booked through the hotel manager, he speaks perfect English, and did not rip us off, in fact he was cheaper than quotes we received from local agencies we got quotes from. Dates stayed 13/7/15 to 17/7/15 inclusive. From an Australia traveller couple

I was pleased with getting a hotel reservation in Tennessee using booking.com: good price, no problems. I went through PayPal; everything was tidy. I then discovered a foreign transaction fee assessed by BOA. I was informed that if I use my BOA card from a company located outside of the U. S (booking.com), I will have to pay a foreign transaction fee. BOA added a designation to my PayPal transaction with "NLD." I am told by a BOA associate that NLD stands for "Never Land." I didn't catch the designation for "D."

The folks at BOA graciously waived the fee this time; I think because I am a long-standing member. I did some research and discovered that the HQ of booking.com is located in the Netherlands, hence, "foreign!". If I use anything related to booking.com in the future and use my BOA card, I will be assessed a foreign transaction fee, and so will you if that is your preferred credit card. The fee was minimal, but for me, it was the principle of the matter. BOA may be a trendsetter or following behind someone else. I am retired and living in Tennessee, and I thought I would inform others of what I just discovered.

I stayed at Barmston beach. Park Dean, I had a beautiful caravan great kitchen with big fridge and freezer spacious living room may only complaint would be that the double mattress had seen better days was sprung, I was in Rowan Vale, 4. I must point out that I stayed there mon'17th, may till 21st, 2021. But until now had no Internet, so maybe the mattress has been sorted out the living room with 32inc dvd combo flatscreen & proper so
Sofa & separate chairs had a door separating the kitchen & the kitchen also had a separating door from the bed rooms one with two single beds and the double with on suite & the bathroom with bath&shower, more like I home than a caravan facilities were very good & it's a five minute walk to the beach at the back of the park, you can walk along the beach to Bridlington in about an hour a lovely walk that brings you to bridlington Spar, I recommend that you can safe money on meals if you don't bring your own food to cookby using the Blackbull Pub in the village about 8-10, walk away from the park. Much cheaper for family meals and very friendly staff, As are the staff at the park I can't fault them!, Nice quiet place during my stay, Looking forward to using Barmston Beach Holiday Park Again!

I have been a member of booking.com for almost 4 years. I travelled a lot for my business and leisure with my family. Each time I booked thru this website is smooth, the photo in website and actual condition is correct all the time.

One time in Nov 2016, my family and I went to Sicily, Italy for 3 days. Booked a hotel one month in advance. Picked a Villa location is beach front. Arrived in The Villa, greeted by the owner and his wife. They speak only Italian. My husband and I speak little Italian. They tried to explained to us that there was a small huricane hit The Villa 2 nights before we arrived, therefore, our room is a mess. He recommended me to another Villa own by his friend. Arrived in new Villa but I do not like it. It is not beach front and no linen and pillows ready. I've called booking.com and she called the owner of the Villa trying to solve the issue. She called me again and offered me different Villa with similar situation (beach front, kitchen ready, etc). She also able to full refunded my money from previous booking.

I think this is very profesional customer service who would go out of her way tried to call me and villa's owner to solve problems of all parties.

Booking.com can count on me as their customer.

My experience with Booking.com's customer service was handled in a very professional and timely manner. I accidentally booked a hotel in SF that I was not intending to retreat at online and while trying to undo it, I confirmed it! I didn't realize it until I had received an email with a confirmation number followed by my computer error. On the website, if I had done it, a cancellation fee would apply if reservation was to be cancelled and I just did not feel good about it. I immediately called the hotel and explained the situation and they were not able to cancel my reservation, I would have to contact Booking.com. I reached representative ERIC and I cannot be more thankful for his understanding and going out of his way to cancel and waive the fee for me! I was put on hold for about 10 mins and ERIC came back on to apologize for the wait and explained to me that he had to contact three agencies to get them to cancel the reservation without any fee. I was ecstatic and thanked him for going above and beyond! Such a genuine representative! Although the hotel was not for me, I definitely will be using Booking.com for the one I'll be SURE of this time. And I'll book it properly! (: thank you again, ERIC! We need more people like you in this business!

We have used Booking.com on many occasions. We travelled to over 35 countries and we are pretty fair in our reviews as we're an elderly couple. I am also a very senior contributor for Trip Advisor.
We stayed in Hotel Sentral in KL Malaysia about a week ago. Prior to that we had a fantastic 12 days in Subang Jaya ( 4 nights at Grand Dorsett), 4 nights in White Lodge Langkawi, 4 nights in Noordin Mews Penang. We only picked Hotel Sentral because of it's proximity to K
L Sentral. After the first night my wife was bitten by something and she was breaking out in rashes. I went to a Chemist nearby and explained the symptoms and he got me the medication from 1 spot in the front of the counter for bed bug bites. The location of the hotel is good and so are the staff. Breakfast was also OK but who would like to be bitten by bed bugs while on holiday. My wife wrote an honest review but Booking.com did not publish it. Even the Hotel Management apologized to my wife but not Booking.com. I would advise people to desert them in droves. They are dishonest. I read a review on Agoda where a customer complained about the same problem and got a refund. I would strongly recommend people who are travelling not to use Booking.com and also Sentral Hotel. After 10 days my wife has still not recovered.

I recently had an extraordinary experience with Booking.com's Transport Department, all thanks to a wonderful individual named Isah. Facing unexpected delays with my flight, I found myself in a bit of a predicament regarding my taxi booking. It was during this stressful time that Isah stepped in, not just as a representative, but as a beacon of support and understanding.

From the moment I reached out, Isah was there to calm my nerves, reassuring me that I was in safe hands. He went above and beyond to accommodate my situation, ensuring that my taxi booking was rescheduled seamlessly amidst the chaos of travel hiccups. His empathy, professionalism, and unwavering dedication to helping me navigate through these difficulties were nothing short of remarkable.

Isah's exceptional service and the assurance that "he will do whatever he can to help" truly set a new standard for customer care. It's rare to encounter someone so committed to the well-being and satisfaction of customers. This experience not only alleviated my stress but also reinforced my trust in Booking.com's services.

To Isah and the entire Transport Department at Booking.com: thank you for turning a potentially disruptive travel setback into a testament to outstanding customer service. Your efforts are sincerely appreciated, and I look forward to relying on your services in my future travels. Isah, you are a true asset to your team, and your dedication deserves the highest praise.

Booked a room and 10 hrs later tried to cancel
1st problem automated system had no choice for customer to cancel so picked 1st option got no where with operator 2ed choice again not the right choice but she did transfer us to the right department, where I was told right away to calm down, I was a bit excited to get the right department after being on hold for almost 45 min altogether and was talking fast because I was cut off once already, so I slowed my talk then I was told to stop talking and listen to her! That's when I had enough I asked to speak to a supervisor, I was never transferred, I told her she needs to listen to my request to cancel, she informed me that I can and would have to pay a hundred dollar penalty when the room only cost $106 I asked again to speak to a supervisor she then told me she would speak to the supervisor and get back to me this went back-and-forth for quite a while the total phone time was two hours and 10 minutes in the end the hotel manager agreed to cancel our reservation because it was less than 24 hours but booking.com had no intentions of cancelling it and if it wasn't for me to keep pushing for a supervisor or the manager of the hotel we booked through we would've been stuck with that reservation so disappointed with the customer service in the way the people speak to customers and keep in mind we went through three different operators all of them had bad attitudes I'm going to file a complaint with them, it's a good thing all calls are recorded I'll just show the bad customer service I would never use them again I don't care how cheap they are I'll pay an extra $25 and go with a reputable company

We have used booking.com to book accommodation for our 6 week trip to USA and Canada. We have found one hotel in Newark that makes untrue statements and as this was the first we booked for our trip we did foolishly book the cheapest option which has cost us ?112 to cancel both bookings! I was hopeful that if I contacted booking.com and told them how undisclosed extra charges learnt from an email to this hotel had forced us to cancel that they would help not wanting this type of hotel on their site? But after reading many posts on this site about the very poor customer service you have all received I do wonder if I too should cancel all bookings with booking.com and book personally myself? So if a booking.com customer service rep wants to reply and satisfactory deal with my concerns please do! As at present I am far than happy with booking.com!

I always speak as I find. So my advice to all the people that post complaining on this Booking.Com site is when contacted and requested to supply your booking numbers? Do it if you haven't done so yet? I did using the email address supplied? One day later I received an email reply from Booking.Com customer service telling me they had contacted the hotel direct and due to my concerns and circumstances the hotel have decided there would not be any cancellation fees made for cancelling my booking. So as far as I am concerned Booking.Com do care about their guests booking rooms with them and will step in to assist if you need them?
So we are now happy to leave all our booked accommodation in their capable hands for our road trip as I now know they will be there if I do need them all I have to do is ask!

Customer service is nice and short wait, however they are not too bright. My hotel reservation was never sent to hotel and i almost was not able to get a room. I called booking.com customer service and the agent was able to get me in a room. Few hours after i checked into room i got notification that I cancelled my room and would be refunded. I checked bank account and i was refunded. This is a mistake because I am in a room agent promised to pay them. Now who knows whats gonna happen. I contacted booking.com customer service again and after being on hold I got disconnected.

First off, I didnt get notice that my reservation - made at booking.com - was actually Priceline.com. I went onto Booking.com to view my upcoming trip in May and was unable to locate it. It was quite an adventure to locate it and I began feeling very uncomfortable about the situation. So much to the point that I decided to cancel. I notified the representative, who asked why I wanted to cancel. EXCUSE ME? Why do I have to get permission from him to cancel a reservation six months out? Then, as he was looking at whether I can cancel, I informed my partner that I feel like this is a scam. The representative immediately asked why Im calling it a scam. I was on the call/chat for over an hour and had to call back because my $410 refund was confirmed (with email) for only $228. NEVER AGAIN!

Its very unfortunate that I have to write this review on Booking.com.Ive used the website multiple times to book places to stay for vacations, however, this is my last time using them. I booked a hotel for a 4-day Memphis vacation. I decided to cancel the two rooms I booked because I found another hotel that had a better deal/location. I canceled well within the free cancellation period. I thought everything was good to go. NOPE! Once the check-in date came first I was charged for both rooms, was refunded, then charged for one of the rooms. I went back and forth between calling and emailing both the hotel and Booking.com. NO ONE WANTED TO TAKE RESPONSIBILITY! Booking.com lied after their little investigation and said the hotel never charged me. Then they said that the amount charged was just a hold.The transaction was pending and then cleared! How it that a hold? Anyway I ended up resolving it with the hotels help (THEY ended up calling booking.com to get it sorted out). I guess Booking.com cares more about keeping their business with the hotels than their own customers. Booking.com really needs to work on their communication between their website and the hotel. I did exactly what was instructed in order to avoid getting charged, but ended up getting charged anyway due to poor communication and service from Booking.com. *** learned! What an unnecessary headache and frustration after a great vacation. I will not be using them again. For others, call the hotel to make sure Booking.com did what they were supposed to! Cause they sure wont.

Booking has gone downhill. I've used the service for years but this latest experience has ended that. I booked "Dream Luxury" in downtown *** for the Memorial Day weekend. It turns out, the apartment is in a building that does not allow AirBnB type rentals. We literally had to sneak in. Here are the instructions we received (as we were driving to ***):Please Do not mention AIRBNB to anyone in the building do to a private property , because im under corporate lease if they find out there will be a $199 fee for your background check because the required me to do that , and you will be responsible for it .Please be aware this is not a Hotel its a Resident living , any confusion that you have please contact me directly xxxxxxxxxxx do not go to the leasing office . My policies is very strictly . If something happen due to a guest going to the leasing office for instructions , you will not have any refund !Check in instructions ***if you have any questions please come directly to me***Parking is not free. Due to Downtown location there is slim to no free parking. Drive to ***. Parking Garage, Guest parking is from floor1-7 Please park in the 6th floor near the elevator, and you will see a big gate open , in the left side before the gate you will see fire extinguisher box, open it you will find the the key fob inside, if there is no gate open to enter please take the elevator you see in the garage to 1st floor down, make a the left and right to the leasing office, scan it to the door to open, entered take the elevator is on the left down to 5th floor . Make a right and walk down until you see unit is 507. The door key under the floor mat in front of the door .Please do not answer any questions for anyone in the apartment *** Leave your luggage in the car , and pick up after check in***Please contact me directly @ xxxxxxxxxxx if you have any question or concerns. Booking still allows this listing.

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

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

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

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

Description of Events:

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Regards, NIck Radakovic
phone number [protected]

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

Dear Booking.com,

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

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

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

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

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

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

I look forward to your prompt response.

Dear Sir/ Madam,
I had the following experience with Booking.com .

From 22nd November 2025, I have been contacting Booking.com to request a refund or voucher for my flight booking (Flight Number TK1998) from Gatwick Airport to Istanbul Airport on November 22, 2024. The booking reference number is [protected]. Customer reference number is
40-[protected].
Airline Booking Reference number is 220RES. I couldn’t use my return flight ticket either.

Due to a security alert and subsequent evacuation at Gatwick Airport, I was unable to reach the airport and felt unsafe due to the bomb threat. As a result, I missed my flight.

Turkish Airlines has provided a waiver, allowing Booking.com to issue a new flight ticket. However, it has been taking a long time for Booking.com to make a decision. In the meantime, I have made my own arrangements and purchased a return flight to Turkey.

Given the circumstances, I continue to request a refund or a voucher that I can use for future travel. I have already informed my travel insurance company about the situation and am awaiting their response.

I appreciate your prompt attention to this matter and look forward to your favorable response.

I copied and pasted my flight information for you as below:
Change in Your Flight Plan
Reservation code
TIRV83
Manage booking
Dear EMINE GURBUZ
There has been a change in your flight TK1964 London,Gatwick (LGW) 13:45 - Istanbul,Istanbul (IST) 20:40 on November 22 ,2024 due to operational reasons.

PREVIOUS FLIGHT
FLIGHT DATE
22 November 2024 Friday
FLIGHT CODE CABIN
TK1964 Economy

LGW IST
GATWICK
LONDON
3H:55M
ISTANBUL
ISTANBUL

PREVIOUS DEPARTURE TIME
13:45
PREVIOUS ARRIVAL TIME
20:40

NEW FLIGHT
NEW FLIGHT DATE
22 November 2024 Friday
FLIGHT CODE CABIN
TK1964 Economy

LGW IST
GATWICK
LONDON
4H:00M
ISTANBUL
ISTANBUL

NEW DEPARTURE TIME
14:00
NEW ARRIVAL TIME
21:00
The cost:£188.57
I was told that I can’t use my return flight on 6th December 2025.
So, I bought new return tickets with the following details:


Booking No. [protected]
E-Receipt
Dear Emine Gurbuz,
As requested, please find your e-receipt attached. You can find a summary of your booking details below.
Booking Details
Booking No. [protected]
Flight Details
London - Ankara
Departure : 15:45, November 27, 2024
Arrival : 22:40, November 27, 2024
Passenger Name & Ticket No.
EMINE GURBUZ
Total £48.42

E-Receipt
Dear Emine Gurbuz,
As requested, please find your e-receipt attached. You can find a summary of your booking details below.
Booking Details
Booking No. [protected]
Flight Details
Ankara - London
Departure : 13:05, December 4, 2024
Arrival : 14:50, December 4, 2024
Passenger Name & Ticket No.
EMINE GURBUZ 220RES
Total: £51

Thank you for your understanding and assistance.

I have the copies of all the emails and I couldn’t take a photos of them so I copied and pasted the information on this section.
Look forward to hearing from you.

Sincerely,
Emine Gurbuz
17 The Pastures
Hatfield
Hertfordshire AL108PB
Tel no: [protected]
Email: [protected]@icloud.com

I book with booking.com for a stay at Extended Stay American in Fremont Calif. The hotel was supposed to be a non-smoking hotel. Once I checked in and went to my building. The smoke was so strong it gave me an instant headache. I immediately went back to the front desk and asked for another room. Unfortunately, they could not accommodate me, and refund my money back to Booking.com, and informed me I had to get my refund back through booking.com.
I immediately called Booking.com at 888 850-3958 and explained my situation, letting them know, the hotel canceled and refunded my money, due to the issue with smoke. I was assured I would receive my refund. That was on Nov 10, 2024, here it is Nov 27, 2024, and they are still telling me they are investigating. I provided Booking with the names of the Manager and assistant manager. Up until today, far as I know, they have not contacted the hotel. But they received back the money. I have the invoice showing the money was returned back to booking. I will not stop until I receive my refund, even if I have to take them to court, or to the new station. I have booked with Booking.com many times before, without any issues. I find this very alarming. What is most alarming, there is direct contact to Owner/Corporate.

Delores Shelton booked a room at Holiday Inn Express Hotel & Suites Auburn AL on May 8, 2024. Delores canceled the booking with the hotel Last week. The person at the hotel desk told her she had to contact Booking.com to

get a refund. To this instant she has been unable to reach them by phone or email.

Please respond.

Harvey Shelton. Deloress's husband

01 08 2024

Dear Sirs

Confirmation Number [protected]

This is a complaint about my aborted stay at 23 Cherrywood Drive Drogheda 26th July 2024. When we arrived at the premises the code we were given was incorrect and we had to contact the owner who gave us a different code allowing us access to the property. He indicated that he would come round and see us because he had no idea that we were booked in to his property.

Upon entering the property b we found it had not being cleaned and most certainly not ready to receive guests. Even if that had been the case it was an entirely different property to that which was described on booking.com. Essentially it was a room in a shared house. When the owner arrived he told us that he had cancelled his arrangement with booking.com and had fully booked out his premises with them so that nobody else would be booked in. He did not want to deal with booking.com again , he said, and he dealt with another company called Airbnb or something similar. Consequently he was not ready to receive guests and we would not have wanted to stay had we known it was an Airbnb. We do not stay at Airbnb properties. We explained to the owner that we would not be staying and he fully understood. We have texts from him and photos

Then, of necessity, we booked in to the only hotel room in Drogheda that we could find available at a cost of €179 . That is €59 more than we would have paid at Cherrywood Drive had the accommodation been suitable.

It appears that the €120.00 for Cherrywood Drive has been taken from my credit card and I want that refunded please. I also seek your comments on the additional monies I was compelled to pay to have somewhere to stay. I have confirmation of payment to The Marcy Hotel.

Incidentally I've tried to call booking.com about this problem and when I enter the confirmation number shown at the beginning of this e-mail it is not recognised. However I note that in the recorded message on the telephone helpline the expression confirmation number is used but when one is trying to access assistance the expression used is booking number. If these are the same thing then it would be very helpful if the same terminology could be could be used each time.

Yours faithfully

Jack Jennings

Booked a hotel for 3 nights couldn’t get full address from them till I nearly arrived key was in box outside not problem said own shower no shower it was shared with other people’s belongings in it was a flat where 3 rooms were rented out no kitchen to get drinking water room no fire alarms no fire exit small wardrobe in front of window tea tray 3 teabags no milk 3 spoons of sugar coffee sachets 2 out of date that had to last us the whole 3 days-no hair dryer nothing it was someone’s room that went away for weekend all persons belonging in in wardrobe it was a disgrace an dirty someone’s hair in bed we slept on top of bed in our cloths on our towels I’ve never stayed any where like this in my life it’s not hotel it’s just a flat being sublet while owners move out for weekend

I Ave contacted Edinburgh council no response booking. Com no response an my card company that will do nothing I couldnt cancel because they left it to minute so it was to late to cancel and a padlock on bedroom door

Many thanks Josie

I would like a refund as it is

I booked on Sunday 1 night at the Astor hotel queensbourgh terrace W23SY

ref [protected]

I arrived approx midday to put 3 heavy suitcases in the hold.

When I arrived I was asked for my boking ref, It had not shown on my emails but I had a ref number Astor hotels would not let me stay or leave my bags, " other staff members came and sat down staring at me and were talking about the olympics opening ceremony... As if I had something to do with it, pure spite, So having a disability I had to lug all my suitcases and book another hotel, I even asked the manger to call m3e if the situation changed and he got my booking, By 5pm I was so tired and angry I booked another hostel Still having no contact from Astor staff, later that evening after checking my account I found the transaction and the payment so I called the Hostel to be told by an idiot he could not see the booking. I want an refund

I made a reservation at Wingate by Wyndham Miami Airport, I am at room 406. I have just noticed that the room has not been properly prepared, the bed sheets have not been changed, the carpet is not clean. The only person at the hotel says that he is full and he brought me clean sheets, but I had to do the bed. I will have to stay in a room that has not been prepared for a new guest, this has never happened to me before, can you please help me. I tried to call in the international number provided in the confirmation email but the waiting time is over 10 minutes

Good evening

Booking No [protected] - date 29 - 31.07.2024.

Unbelievable no alternative options offered should Sandrati Villa confirmation not be withstanding, all accepted OK online,

Now I do not understand the follow-up email, please clarify as this is not acceptable creating stress for a 75 year old lady travelling on her own with no accommodation secured? why?..

Immediate resolution appreciated urgently as unacceptable creating stress for elderly lady, travelling within next week

...

Thank you

Regards

DA Jones