Booking.com
reviews and complaints

I used booking.com to search for hotels in the area I was going to visit. I made reservations directly with a hotel chain. Travel plans changed I canceled my reservation. Then get a email from booking.com telling me about reservations I did not know of. Now they want me to pay a cancellation fee. I feel like I have been SCAMMED.

Contacted booking.com as soon as they emailed me with this booking info that I did not know about. Below is the cancellation for the reservations I made myself. Did not use booking.com. Canceled this reservation last week These are the same dates that booking.com wants to charge me for.

09/04/2021
SUPER 8 MONEE MONEE IL
$285.33
Transaction Date:
09/04/2021
Posted Date:
09/06/2021
Reference Number:
24431067R11NP5234
They charged my credit card even though they cancel it trying to get my refund soon as possible. I file another complaint at the BBB under investigation.
• Super 8 by Wyndham Monee
Monee
Sat Sep 4 - Tue Sep 7
Canceled

4/9/21
confirmation no. for the property stayed at - [protected]
Pin no. 1812
Blue Gums Hotel
I had a pre authorisation amount of $200 held by the hotel .
waited 14 days Never received the funds back (as i needed to pay my rego with the $200.
emails and calls back and forth to Booking.com and Blue Gums there is no resolution.
for the last 2 days i have been in contact with Blue Gums and Booking.com and there has been no help what so ever from Customer service and Blue Gums claim they dont have the money - I also phoned my bank and they cant see that the $200 has been released back into my account

The bookings.com app so-called "help centre" only allows various prescribed questions and does not provide any way to directly access a real person (22 September 2021). It is very hard to find any way to contact the company. An internet search eventually located some telephone contact numbers provided by others who had the same difficulty but even then the telephone options provided on calling the relevant number only allow 3 choices of problem type without an option to speak to a consultant. Clearly this is a an entirely deliberate attempt to make it difficult to contact the company and will certainly lead me to use other booking providers in future (Hotels.com, for example, provide good customer service access in Australia).

While trying to make a reservation, the dates switched back to the current day default. The very second I hit submit I realized what had happened and immediately began my attempts to cancel and contact the company. It has been a week and a half, I've lost $300, and cannot get a straightforward answer from anyone in the company. I've had 4 different reps tell me 4 different things. The last being "we don't know, we will call you back." That was last week. I'm tired, I'm angry, and I've been nothing but patient and kind. I used their service all the time, but I'm done.

Bookings incompetent customer service is quiet dumbfounding their whole company, phone numbers and emails are tailored to take a customer money and then they disappear. Never having an emergency line to report hotels for racism, harrassment, theft, covid violations etc. I was victimized by the Hotel San Nicola Terme in Ischia. The hotel stole money from my card and after it took 7 days to finally get a human on the phone to report it to Bookings they have no interest in removing the hotel from their listings and have not reimburse me for all the costs and also refuse to post a review against the company and the location. And I am currently filing legal chargers against them for this hate filled event. this company must be shut down.

A guest has left a false review about staff and the property of our hotel and booking.com have said they will not remove it! This is completely unfair and I believe not legal. This is now a public review that can and will be deterring future guests. I am considering taking legal action against the guest for not removing it and for booking.com for not assisting me as their client immediately!

Booked a Reservation with bookings.com for 1 night stay at Courtyard by Marriott Fairfax Fair Oak. The Reservation was confirmed.
the next day (3 weeks before the scheduled/reserved date) I found I needed to move up the reservation by 1 day.
I requested the change from bookings and was told I would hear back within 48 hours. After 48 hours they told me the hotel is not responding and that I should reach out to them directly for this request.
When I called the hotel directly, first they were unable to locate any reservations for me. I had no choice but to 'add' the date of my updated arrival. I reached out to bookings.com again and they sent me the hotel conformation that the had initially received. Back and forth I went between the hotel and bookings.com.
The hotel explained this change needed to be done by bookings.com and I should ask them to reach out to the hotel directly, who would be happy to move the date and fix the issue.
After repeated requests they never once reached back out to the hotel and therefore I got stuck with a 2nd night of charges for a room that was no going to be empty!
BOOKINGS.COM SHOULD BE AVOIDED AT ALL COSTS!

THEY COMPLETELY IGNORED MY "MULTIPLE" REQUESTS AND BILLED ME FOR THE WRONG RESERVATION (DOUBLE BILLED).
THEY NEVER EVEN TRIED TO REACH OUT TO ME AGAIN.
UNETHICAL, IRRESPONSIBLE, NEGLIGENT, ILLEGAL BUSINESS PRACTICES!
THIS IS A "FLAGRANT UNFAIR CONSUMER PRACTICE" THAT SHOULD WARRANT A CLASS ACTION SUIT AGAINST BOOKINGS.COM!

Dear Sir, Madam,

I am writing this in reference to booking [protected] Pin 5364.

For the Royal Victoria and Bull hotel for Mon 09 Aug 21 untill Wed 11 Aug 21.

I had booked the hotel on the 2nd Aug 21 and arrived at the hotel to book in on the 2nd of Aug 21.
When i arrived the staff told me i wasnt booked in untill the 09 Aug and they were full. When i explained i had made a mistake they told me to cancel the booking at which i did within the hour of making the booking.

I have been in touch twice and was told somone would get back in touch with me with in 48hours to which no one has.

I would like a refund for my booking which as i had said earlier i cancelled within the hour of which i still have the text message stating cancelled from booking.com.

Your help in this matter would be greatly appreciated.

Regards

M Lawson

I have booked tour (ref. no. BK240605697445352) via booking.com. On 09-Sep (tour starting day) tour operator - French Riviera Sightseeing at 11:34 (tour starting time at 14:00) informed us that tour is cancelled because of illness of driver. As service was not provided they promised to refund us. Unfortunately is was fraud - tour operator informed booking.com that we did take part in the tour which is contrary to the tour cancellation notice sent to us (please see detailed email correspondence with French Riviera Sightseeing).

I had a horrible experience when booking through booking.com: a relative booked and paid for me through booking.com for the Med Airport Hotel (Turkey), when I arrived the hotel claimed not to be able to access the funds and made me pay again after a long and tiresome travel experience. Both the hotel and Med Airport Hotel and booking.com have evaded refunding the money.

#[protected]
Pin: 828154

On 8/27/21 I made reservation at La Quinta Hotel Redding Ca, which I had stayed the week before. I was going to a doctor appointment. My primary physicians are in Redding, ca and I live in Crescent City, Ca. I believe I have made 2 other reservations for the same reason. My reservation was made for check in 8/2/21 and 8/3/21 checkout. I had read somewhere in the process that cancelations were free and no charges would result from the cancelation.
Unfortunately I had an emergency for the same issue I was going to
Dr appointment which made me unable to ambulate/drive...etc. On 9-1-21 around 9am I cancelled my reservation with plans to remake my appointment when able to so. Booking.com is the only travel assist I have ever used. Long story short 9/6/21 I began a journey to get refund. I called Booking.com and they referred me to La Quinta. So I called the hotel and wen I finally contacted a live person they informed me they would refund my investment. However, They explained I needed to again contact Booking. So I did. I reported to Marquita? that the hotel would refund the cost and she would contact the hotel. She tried but no-one answered. She let it go. After not hearing from any one I call Booking again to see what was going on. I looked into my credit card account and noticed no refund had been deposited. Booking informed me it wasn't a free cancelation. I thought I argued a strong fact about the refund. Guess not. By the way my reservation was $138 and the week before my reservation was $130 very interesting. I am a 73 year disabled man and not used to be treated this way. There is definitely something wrong between your web page or your staff. So here we are.

I booked an apartment in Croatia - booking ref [protected] pin 3766 - Lamarin apartment in Kastela (Split) - Susan Sanderson

The photos that Booking.com and owner posted are totally photo shopped and misleading and dishonest. The description is false, the owners barely speak a word of English and we were forced to pay in cash USD on arrival - they would not accept credit card or local Croatian currency? We were given no receipt

I also believe that the reviews on the apartment are fake and I challenge booking.com to prove otherwise

I have taken my own photos to prove it and think that Booking.com must be held accountable.

We booked a holiday with booking.com to stay at the county hotel Skegness from Tuesday the 31st of August until Friday the 3rd, the hotel room had black mouldy Walls leaking ceiling filthy walls filthy bathroom absolutely in disrepair when we complained the manger tried throwing me my grandson and daughter out of the hotel screaming and shouting at us which left me in floods of tears and very anxious I then asked if I could speak to another manager that's when I spoke with Andrew Peck the area manager who then said we could stay and he would offer a discount he asked me to pass the phone back to Stephanie the general manager she went into her office and spoke with him when she came out she was extremely high strung with us saying you won't be getting a discount if you don't like it leave I then asked if she would phone the area manager back which she did and he said we would not be offered a discount as no one else had complained about the room I then asked for his email address so I could forward the photos I had taken which I then did this was done on the 1st of September and only today have I had a response saying he thought the room was worth the £110 per night charge I sent him an email back disagreeing with this outcome I have not heard anything as of yet, as we paid by card if we was to get a refund the money could take up to seven working days to be credited to my account so we couldn't afford to book anything else. This situation made our holiday absolutely dreadful as I ended up ill with me having severe asthma and mould and damp made me ill, looking back we should have gone home but I didn't want to let my grandson and daughter down as with the current situation everyone is in due to Covid we have not had a break in quite some time. I believe that this establishment should not be able to trade as it is in such disrepair, we was told there was parking on site there was but very limited spaces as they have sold the car park attached to the hotel so we had to pay for two days of our stay as we couldn't get parked. I would also like to add we stayed for three nights and our towels were never changed or toilet roll replenished the only thing that was done in our room from Tuesday until Friday were the bins being emptied. The only thing I will give praise to is the breakfast it was good.

I tried to book a hotel but their site kept going down so I booked direct and paid. booking.com also took my money sent no conformation or booking reference and I can't get to customer service

I have messaged booking.com every couple of days since JULY 2021.
I have not been paid for my very first booking even though it was scheduled for the 2nd time 10 days ago. No chat option to get a hold of anyone, and their message centre says 1-2 days to respond, and then no response!
the phone system puts you on hold for an hour and then tells you someone will call back but when they do, a few days later, they have no answer to why, and refer it on again. Their system now says my bank account that they have already paid into with success is not valid, and wont let me verify it again, as it says the details dont change.! I now says I have an invoice due for commission, when the commissions have already been deducted.! I am not getting payments on the thursday schedule they say will be released, they change the dates on the system with no explanation.
Ive trusted bookingcom company in good faith, with finances and my reputation . I cant even pay my cleaners thanks to booking.com. They jeopardised my business in a major way, !

High my name is william cook and a very good customer of Booking.com. I booked a property on your site, the name of the property is Detta Rhome in Rome Italy, I booked the property for 1 week the dates where 15/04/2922 to 22/04/2022 my booking number was [protected]. But I recieved an Email from property via booking.com asking me to cancel my booking, the person (Sandro) from the property said due to a personal problem he had to withdraw the property from the booking platform and asked me cancel my reservation. I did as he asked and cancelled my reservation. But when I went back on to the booking.com site to try and book another property, the property that asked me to cancel, are on booking.com looking for guests to stay at the property on the dates they asked me to cancel on. Now I would love an explanation as to what the is going on here thank you Mr William Cook

I booked a stay at the Shilo Inn in Mammoth Lakes, CA for approx $163 per night. Upon arrival, I learned that Shilo's rate was $120 and when my friend looked online, Booking.com and other sites were quoting $104 per night. So I started a chat to see if they would honor their price guarantee. The agent asked for me to send a screen shot, which took some time to figure out and then when I did send it showing the rate I got no response-eventhough it said an agent was online. Tried the next day, nothing. Then they timed it out for "no activity". I can't get back into that chat and I can't start another one and there is no email or phone number for contact.

We made a mistake by using booking.com and not reading the small print (literally small print)
We booked a room at the Holiday Inn Express for Saturday, August 21st in St. Joseph, MO.
When we arrived we were informed that we had inadvertently booked the room for the following week, August 28th. The hotel was friendly and found a room for us, and gave us the number to call to cancel the next week's date. We called and cancelled the room for the 28th, but they neglected to tell us at that time, that it was not refundable.
We got a confirmation number and a pin code. When we got our bank statement, it shows that they billed us $111. xx and only refunded $18. In checking the VERY small, smeared print on our notice, it showed it to be non-refundable.
What made it worse, we were in that area the next week, and if we had known that it was non-refundable, we simply would have used the room...
Our only problem with the Holiday Inn Express, is that they use companies like this.

We will NEVER use online booking services again.

We booked a 2 night stay at Loftus Staycation Apartments Loftus, UK for the Bank Holiday weekend of 29th and 30th August, we were told we would be sent the information re access code, wi-fi etc after 3pm on the day. By 3:30pm there was no information so I emailed the site; someone then rang us at 4:30pm to say that Booking.com had double booked the apartment and someone else was in it and there was no other apartment available for us. We then rang Booking.com; after being on hold and cut off several times we finally managed to speak to someone who assured us that alternative accommodation would be found and they would ring us back within 10 minutes, after 20 minutes no one had rung so we tried to contact Booking.com again but were repeatedly cut off. By this time it was after 6:30pm on a Sunday evening of a Bank Holiday weekend in an area we had never visited before, added to this we had our dog with us and we are pensioners and were tired, cold and hungry. We googles alternatives and tried several alternative hotels but no one could accommodate us, everywhere was booked up or didn't take dogs. We went into a local Pub to use their toilets and asked if they could suggest anywhere, the Landlord managed to find another local Pub that would take us in but they needed time to prepare the room so it was 11pm at night by the time we were in. The whole episode was stressful and my husband has a recently diagnosed heart condition and has diabetes and the stress affected my asthma. The next morning we woke to an email from Booking.com sent at 01:15am and an email saying they had tried to contact us without success - lie! but they had refunded us. We went home the following day our weekend ruined to find Booking.com had sent me emails requesting my feedback! I did respond and asked for explanation but received no reply. I have used Booking.com for many years but after this experience leaving us feeling alone and abandoned in a strange place I will never use them again unless I receive an explanation and indication that they will investigate and improve their service, although having read some of the things others have written I doubt very much that will happen.