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Booking.com Complaints 1680

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3:56 pm EDT
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Booking.com Hotel booking

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.

Desired outcome: Not to have to pay a fee for reservations I did not know about

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10:18 am EDT
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Booking.com Cancellation

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

Desired outcome: Refund you can check Booking,com

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9:21 pm EDT

Booking.com Unauthorised credit card charge -

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

Desired outcome: My $200 returned to my bank

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10:19 pm EDT

Booking.com Hard to contact

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).

Desired outcome: improve the ability for customers to contact a real person easily at Bookings.com, including via the app

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12:06 am EDT

Booking.com Reservations customer service

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.

Desired outcome: Refund

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2:04 pm EDT

Booking.com Abandoned customers

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.

Desired outcome: Alll cost reimburst and a review posted against the hotel

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7:57 am EDT

Booking.com Booking.com

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!

Desired outcome: Review removed

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12:55 pm EDT

Booking.com Hotel Reservation Bookings

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!

Desired outcome: CLASS ACTION LAWSUIT, CIVIL LAWSUIT, DELISTING BOOKINGS.COM!

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5:25 pm EDT
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Booking.com unethical behaviour

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

Desired outcome: Refund

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12:46 am EDT
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Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Booking.com unethical behaviour/fraud

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).

Desired outcome: refund

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Resolved

Booking.com reviewed my submitted documents a couple of times, although I've received email that refund is not possible, after third request they checked my documents again and decided to refund.

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3:15 am EDT
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Booking.com Hotel Service

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.

Desired outcome: Fairly Refunded Money

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5:21 pm EDT
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Booking.com Reservation cancelation

#[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.

Desired outcome: I would appreciate the cost of reservation to be refunded. I am a low income senior.

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9:57 am EDT

Booking.com Mis-representation of property

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.

Desired outcome: I want a refund or at the very least a partial refund

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9:16 am EDT
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Booking.com Hotel stay

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.

Desired outcome: I would like most of my money back I don’t mind paying for the breakfast but as for the room and the over all experience it was dreadful I would never go back or recommend to anyone ever.

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6:08 am EDT
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Booking.com I have been unable to contact booking.com

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

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7:18 pm EDT

Booking.com failure to pay owner, commissions charged twice

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, !

Desired outcome: payments made immediately, commission invoice deleted, their system to be efficient for owners, their clients that they need.

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7:34 am EDT
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Booking.com Booking property

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

Desired outcome: an explanation as to why , i dont understand

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4:05 pm EDT

Booking.com Price Guarantee and lack of method to contact

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.

Desired outcome: Contact and partial refund or an explanation why they won't

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11:51 am EDT
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Booking.com Small print

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.

Desired outcome: People need to know that most online booking companies will not refund or allow changes and to be VERY careful.

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5:57 am EDT

Booking.com Apartment double booked and nowhere to stay on a bank holiday weekend

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.

Desired outcome: An explanation of what happened and why we were left abandoned

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About Booking.com

Screenshot Booking.com
Booking.com is a popular online travel agency that offers a wide range of accommodation options to travelers around the world. The platform allows users to search for and book hotels, apartments, villas, hostels, and other types of lodging in various destinations across the globe. With a user-friendly interface and a vast selection of properties, Booking.com has become a go-to resource for travelers looking to plan their next trip.

One of the key features of Booking.com is its extensive database of properties. The platform boasts over 28 million listings, making it one of the largest accommodation providers in the world. Users can search for properties based on their preferred location, budget, and amenities, and can filter their results to find the perfect match for their needs. Whether you're looking for a luxury hotel in a bustling city or a cozy bed and breakfast in a quiet countryside, Booking.com has something for everyone.

Another advantage of Booking.com is its competitive pricing. The platform offers a Best Price Guarantee, which means that if you find a lower price for the same property on another website, Booking.com will match it. This ensures that users get the best possible deal on their accommodation, without having to spend hours searching for the best price.

Booking.com also offers a range of tools and features to help users plan their trip. The platform provides detailed information about each property, including photos, reviews, and ratings from previous guests. Users can also use the map feature to see the location of each property and its proximity to local attractions. Additionally, Booking.com offers a range of travel guides and resources to help users plan their itinerary and make the most of their trip.

Overall, Booking.com is a reliable and convenient platform for booking accommodation for your next trip. With its extensive database of properties, competitive pricing, and user-friendly interface, it's no wonder that millions of travelers around the world choose Booking.com as their go-to travel resource.
How to file a complaint about Booking.com?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account to proceed. If you do not have an account, please register by providing the required information and verifying your email address.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Booking.com. Make it specific and clear, such as "Overcharged for Hotel Stay" or "Reservation Not Honored at Check-in".

4. Detailing the experience: In the complaint details section, provide a thorough description of your experience. Include key areas such as:

  • The nature of your booking (hotel, flight, car rental, etc.)
  • Details of the problem encountered (incorrect charges, poor customer service, etc.)
  • Any correspondence or interactions you had with Booking.com's customer service
  • Steps you have taken to resolve the issue with Booking.com and their responses
  • The personal impact of the issue, such as inconvenience, financial loss, or stress
  • Relevant dates and times of your booking and the issue
  • Confirmation numbers or reservation details

Be as specific as possible to give a clear understanding of the situation and why you are dissatisfied.

5. Attaching supporting documents: Attach any relevant documents or evidence that supports your complaint, such as receipts, confirmation emails, or correspondence with the company. Do not include sensitive personal information like credit card numbers or passwords.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue. In the 'Desired Outcome' field, specify what resolution you are seeking from Booking.com, whether it's a refund, an apology, or another form of compensation.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your desired outcome is reasonable and clearly stated.

8. Submission process: After reviewing your complaint, click the 'Submit' button to file your complaint on ComplaintsBoard.com. Ensure that you have filled in all the necessary fields and attached any supporting documents.

9. Post-Submission Actions: After submitting your complaint, monitor your ComplaintsBoard.com account for any responses or updates. You may receive feedback from other users or even from Booking.com representatives, so it's important to stay engaged and respond if necessary.

Frequently asked questions (FAQ) about Booking.com customer service
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Is Booking.com a legitimate website for booking accommodations?

Yes, Booking.com is a legitimate website, providing a platform for users to book accommodations, flights, car rentals, and other travel services.

Can I trust Booking.com with my personal information?

Booking.com has security measures in place to protect user data, but it's always a good idea to read their privacy policy to understand how your information is used.

Are the reviews on Booking.com genuine?

Most reviews on Booking.com are from verified guests who have completed their stay, but as with any platform, it's important to read multiple reviews to get a well-rounded understanding.

Do the prices on Booking.com match the actual costs of accommodations?

Booking.com aims to provide accurate prices, but it's still important to double-check the final price, taxes, and fees during the booking process.

How reliable is Booking.com's customer service?

Booking.com offers customer support through various channels, but individual experiences may vary. Be sure to check online reviews for a better understanding of customer satisfaction.

Are the pictures and descriptions of accommodations on Booking.com accurate?

Property owners and managers provide the photos and descriptions, so while Booking.com attempts to ensure accuracy, it's always best to research the property independently as well.

Can I get a refund or modify my reservation on Booking.com?

Cancellation and modification policies vary by property and booking. Check the specific terms and conditions for each reservation.

Are the special deals and discounts on Booking.com legitimate?

Deals and discounts on Booking.com are generally legitimate, but be sure to read the terms and conditions to understand any restrictions or limitations.

Will Booking.com charge hidden fees during or after the booking process?

Booking.com displays all mandatory fees during the booking process, but additional charges, such as local taxes, may apply depending on the property.

Can I trust Booking.com with my credit card information?

Booking.com uses secure technology to protect your credit card information, but it's always a good idea to monitor your statements for any suspicious activity.

Is Booking.com affiliated with any reputable organizations?

Booking.com is part of Booking Holdings Inc., a reputable global online travel company that also owns Priceline, Agoda, and Kayak.

How long has Booking.com been in business?

Booking.com was founded in 1996, and has since grown into a well-established online travel agency.

Are there any known scams associated with Booking.com?

Like any online platform, Booking.com may occasionally be targeted by scammers. It's crucial to be vigilant and report any suspicious activity to their customer service.

Is Booking.com's mobile app safe to use?

The Booking.com mobile app is considered safe, but always download it from official app stores and read reviews to ensure you have the genuine app.

How does Booking.com handle disputes between guests and property owners?

Booking.com offers support for resolving disputes, but the extent of their involvement depends on the specific circumstances.

Does Booking.com have a loyalty program, and is it worthwhile?

Booking.com offers a loyalty program called Genius, providing benefits such as discounts and perks. Users should evaluate if the program suits their travel needs.

Are the star ratings on Booking.com reliable?

Star ratings on Booking.com are generally reliable, but it's still important to read reviews and research the property for a comprehensive understanding.

Does Booking.com guarantee the lowest prices for accommodations?

Booking.com offers a price-match guarantee for certain bookings. Be sure to read their terms and conditions for more information.

How can I contact Booking.com, a trusted online travel agency, for assistance with bookings or inquiries?

Need assistance with your bookings or have inquiries? Contact Booking.com at +44 203 320 2609 or +1 888 850 3958. Their helpful customer support team is ready to assist you with your travel needs.

Overview of Booking.com complaint handling

Booking.com reviews first appeared on Complaints Board on Jan 27, 2008. The latest review Couldn’t fly on 22.11.2024 from Gatwick Airport, London, due to security reasons. was posted on Dec 5, 2024. The latest complaint The staff interactions were pleasant was resolved on Feb 27, 2024. Booking.com has an average consumer rating of 1 stars from 8225 reviews. Booking.com has resolved 124 complaints.
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  1. Booking.com Contacts

  2. Booking.com phone numbers
    +44 203 320 2609
    +44 203 320 2609
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    +1 (888) 850-3958
    +1 (888) 850-3958
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    8%
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    United Kingdom
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    100%
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    Portugal
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    33%
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    Malaysia
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    14%
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    South Africa
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    60%
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    UAE
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    Mexico
    More phone numbers
  3. Booking.com emails
  4. Booking.com address
    Herengracht 597, Amsterdam, 1017CE, Netherlands
  5. Booking.com social media
  6. Janet
    Checked and verified by Janet This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Dec 06, 2024
  7. View all Booking.com contacts

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