Booking.com
reviews and complaints

Greetings,
My friend booked a hotel in Dubai through your http://Booking.com website using my credit card on October 03, 2019. After a few hours the website canceled his reservation and didn't not refund my money back. Please advise how can I return my money back?!
I have sent more than 10 emails to Booking.com and I didn't receive a good response. They keep asking me for the confirmation while I sent it many times ( which seems to me that they are not even reading my emails) I attached the bank statement and their cancellation message including the confirmation number.

Dear Booking.com,
We arrived late on Oct 19th (3am on the 20th) to find the manager asleep on the lobby lounge. We registered and were taken to our room via 4 flights of stairs. The elevator was broken and appeared to have been out of "service" for quite some time. When we entered the room we found: rubbish on the floor, dirt and dust on all flt surfaces, dirt on all window and window ledges, dirt and hair on the window sills, dust on the bed headboard, air con not working, hot water not working, fridge with broken base sitting on angle, no curtains, electrical outlets in disrepair and overall the room was filthy. When we check out and cancelled the remaining booking we could see the lobby was also filthy and in general poorly maintained. Photos included. Does booking.com actually inspect the hotels offered to its customers? Does Booking.com take responsibility for the safety and health of its customer? Does booking.com have a standard of condition for its customers? Can you justify how your customers are exposed to unhealthy, dirty and non-functional hotels? Please explain? Booking.com cannot hide behind the hotel to ensure a clean, healthy and safe environment. Booking.com is ultimately responsible for all its internal clients' issues and shortcomings especially when it involves health and safety. Sincerely, Clyde Summers & Kleoniki Venardos
PS if the photos are not uploaded please provide an email address where these photos can be sent.

I have been making reservations for my trip to Italy in December. All the reservations that I had made had a cancellation fee of zero. Today, 18 October 2019, I received confirmation that my Italy Visa application was declined. Hence I had to cancel all my reservations. I have just noted a payment authorization that was made from my account by 'BERINI CHIARA'. I made no reservation with this establishment. I do not know how their obtained my card details.

I am highly disappointed with bookings.com. I have now opted to freeze my account as I am concerned that more payments will be made from my personal account.

I have contacted the customer service and I have not received any response. I would like to recover my money. An amount of EUR150 was deducted from my personal account.

My personal email address is [protected]@gmail.com

I have evidence of the deduction from my account.

My name is Abdulrahaman Alrezaihi. I have confirmed reservations via Booking on 11th October.
BUT when I arrived on hotel on 16th october, the hotel assured that my payment has Not been received from your end. I had to pay for tonight until payment was made.

My booking number is
[protected] Pin code 813359

I called three times to booking support team with no success. I am travel aboard and I don't have enough money to rebook the hotel with three nights.

PLEASE HELP on this matter. This is totally unacceptable. I have confirmed booking with hotel but the payment has not been made though I have been charged from your side. I don't want to be just refund with original amount as I am spent a full night for 16th with hotel rate and I cant stay for two additional nights with their rate.

I booked a room for my son in law. They did not send me an email regarding the confirmation number. I needed to cancel the room. You can't reach them unless you have a confirmation number so I used another one for a future trip. When I finally reached them they said they could not help me without a confirmation number. I explained the situation to them but they said they could not help me. I sent numerous emails explaining the situation and each time the response was PLEASE GIVE US THE CONFIRMATION NUMBER SO WE CAN HELP YOU. I called the hotel and they said they could not cancel a reservation made by a third party booking company. The only address they have is in Europe. I wrote them and never heard anything. after spending literally 10 hours on the phone and sending emails to them, I was never able to get anyone to cancel the reservation and was charged a $260 no show fee.
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Date of incident: 11/10/2019
Vivi Garibaldi Studios
125 Corso Garibaldi 3 piano, Milan City Centre, 20121 Milan, Italy
Booking number: [protected]

The list is endless, starting from the behaviour of the host who was not helpful at all, we could not locate property and even after calling her she did not come to get us, she kept giving me directions and waited for us to arrive at property. Google map had no trace of property. We were left wandering for an hour and finally she decided to come near station. It was not a studio by any means, it was a room inside a flat with a bathroom. She did not brief us fully of the building and we had to wait outside for 30 minutes as we went out for dinner and came after 9pm and the main door was closed.

Worst is yet to come, the bedsheets, duvet, pillows were not clean and smelled as it was not replaced with new ones. Shower tray had a bad clog and whenever you the flushed toilet you could see dirt particles coming out and would overflow. She did not give us a water bottle as advertised instead gave us half a jug of tap water.

Room was not quiet, gave us two single bed made into double. Overall experience was really poor, the worst place we have been to so far.

UPDATE: She could not accept negative review and has started attacking me personally, see the email below. This shows her level of professionalism.

''Thank you for the fantastic rewiev! Fortunately, It Is the ONLY bad rewiev n One year of work! Bye bye. The next time in Milano, let me advise you SEVEN STAR HOTEL.only 950 euro per night!..without water and coffee''

We want our money refunded ASAP. Can't believe booking.com has such an unprofessional, unethical business partner.

Booking.com refused to issue card refund even though the host canceled or reservation because they couldn't show up to the property to check us in claiming weather issues. We drove 3 hours in said weather just to be charged for a condo we couldn't check into. We waited two hours at loby trying to call the host. Booking.com says refund to be issued by the host even though they are the ones who took my wifes card information booking.com will never get our business ever again.

We have fully pre paid on January 2019 for accomodation in hotel room, for a business trip in Milan's Fair on upcoming October 2019 for a duration of 9 days reservation.
Booking.com canceled our reservation 2 days before check in. Milan has a 95% occupancy this time of year. Booking.com proposed another hotel, too far 3.3km from the parking space we had reserved for our rental car... And asked also more money for booking the new hotel room .+450euro more.
Even our reservation prepaid almost 10months before and had inform booking.com this was a business trip we got a last minute cancelation, not received a solution to the problem raised from them and not accept to find us a similar room in same location with the one THEY csncel, nor pay for another room of higher value, once the cancellation was made from booking.com

Really amateurs and cheapy attitude...

I made a 6 night reservation. Cancellation policy indicated cancel 3 days prior for no charge. I canceled 3 days prior. I called booking.com and the property multiple times to have my charges reversed. The property charged my credit card for over $2, 000 (for all six nights). The cancellation policy indicated if canceled within 3 days of reservation, they would charge one night. After repeated calls to cancel and request a refund, I was charged for the whole stay. Booking.com acknowledged this was wrong and said they would pursue a refund. However, they have never rectified the fraudulent charge by the property.

On Thursday the 3rd oct I booked accomodation at Punthill Knox for the 4th till 7th oct . My card was charged for the full amount of $350 . On Friday I was contacted by the accomodation to say they could t fulfil my accomodation . I spent 2 hours on the phone with booking.com who then told me they are refunding my $350 . It still hasn't been done .i had to end up booking new accomodation which they also agreed to refund the difference for . The difference has been refunded but not the original amount . First I got told there was a delay with the refund and every time I email I get different t answers . there are notes on my acct regarding this
Complaint [protected]

I have been a regular User if Booking.com for several years. This past year I have experienced several problems with Booking.com.

On too many occasions hotels that have been booked and paid for in advance have cancelled with very little opportunity for me to book an alternative without a large increase in costs. In one occasion a Hotel cancelled, reinstated the booking and then cancelled again.
Whilst I appreciate there can be occasions where a property may cancel due to unforeseen circumstances Booking.com should provide the Customer with the reason why the booking has been cancelled and kit hide behind a generic statement such as "The Hotel has a right to cancel for reasons such as refurbishment". In that instance I am sure that any Hotel refurbishment would be planned well in advance.
I was informed by a Booking.com Agent that although I paid the money in advance the Hotel itself does not received the funds until after the stay and Booking.com hold this money. If this is the case why do I have to wait up to 12 working days to receive the funds following a cancellation? Why should I be expected to pay for an alternative Hotel and wait 12 working days for the original funds to be returned?
After many years of being a User of Booking.com I shall be using alternative choices from now on.

Hello.
I have booked on Booking.com a room at the Goodwood Hotel ( 38-40 Tavistock Place, Camden, London, WC1H 9RE, United Kingdom). My booking number is 2115.386.036
and my personal code is 2626. The booking was for one night, on October 5th.
The hotel turned out to be amazingly dirty: stains on the carpet, holes in the linen, a dilapidated shower in our room without a shower head, shared toilets could not flush, shared bathroom so sticky and dirty that we did not even dare to shower... Everything old and dirty and smelly: the facilities did not look like the pictures.
I have checked on some more websites and the comments on this place are awful. I request a full refund.
Sincerely yours.

I am writing to express my supreme displeasure with the service I received at HomeTowne Studios Phoenix, which I booked through Booking.com (Confirmation number: [protected].) I feel my experience there went beyond false advertising and well into the realm of material breach of contract, so different was the actual lodging quarters than those represented in the advertisement. When I returned to the front office immediately after checking in to complain and request a room change or cancellation, I found it unattended. So I resignedly retired to the room, but I feel I did not get what I had paid for, for reasons I will articulate in more detail below.

In the middle of the night, my sleep was rudely and violently interrupted when a security guard burst into my quarters without announcing who he was. He demanded to see a receipt for my stay - essentially accusing me of being a thief. Not only did this disrupt my sleep and put me in a state of shock and severe emotional distress leaving me unable to sleep for hours afterward, but I would also like to point out what a dangerous situation this could have been for myself as well as the guard. I reasonably assumed he was an intruder threatening my safety and well-being - possibly my life. When a person's lodging quarters are invaded in such a way - in an area where it can be reasonably expected that the intruder may be armed and dangerous such as the location of the lodging last night, that person is within their rights to use deadly force to defend themselves under the castle doctrine - well established in English common law, and in particular in Arizona under ARS 13-404. If the security guards patrolling the premises of your booking locations are not well trained, when it comes to how to properly announce themselves before entering a premises uninvited, their life is at risk. I hope you appreciate the seriousness of this infraction - and not just with regards to myself and other guests of your services but to the staff of your hotels. Moreover when I called to complain about this matter, the attendant was dismissive of my grievance, even going so far as to laugh at me! This is outrageous and completely unacceptable behavior.

In addition to this very serious matter of having my lodging quarters intruded upon, the hotel room itself was in no way in acceptable condition. It looked as though it had not even been recently cleaned or sweeped - there were even human hairs stuck to one of the appliances. The entire space was in a state of dilapidation and disrepair, in addition to being unclean - I can provide photographic evidence of this. It in no way resembled what I had seen in the pictures. This hotel should actually be condemned - it is not even remotely livable. I would recommend you remove it from your listing as I am sure you would not want such an establishment tarnishing your name. I would personally be ashamed to represent such an establishment if I were part of your company.

Fundamentally, when a guest books a hotel room, what they are paying for is a clean place to sleep where they will be safe and unmolested. This is not at all what I received and I feel I am entitled to a full refund. Please let me know when I can expect to have this concern addressed.

Best Regards,

Jeffrey Burkhartsmeyer

complaint:
I made a reservation for my family for a place like 5 miutes from my home for 6 nights and made a full payment. on 02/10, i received a cancellation request email, asking if i want to cancel. I trired calling the number on the email and even dropped a voice message but didnt get any response.
Less than 24 hrs to check-in, i received an email saying the reservation has been cancelled and they then offered something which doesnt match my location of comfort specification. i also feel insulted with then telling me it was cancelled for "FREE" when i didnt initiate or ask for that.
I have had to go through a lot of stress and trouble, to find a new place that will suit their needs, and have had to do this in-between my work today. i only now managed to book a hotel for 2 nights, and then another apartment for a further 4 nights as i couldnt find anything for the full lenght of their stay.
To top that, i will only get my refund within 7-12 days, which means i have to make alternative arrangements for subsequent bookings.
I called earlier today to make an official complaint, and they operator i spoke to (Sayyid or syed - not sure of the spelling), showed no empathy. He offered me a place that is south-west london, and i live in south east london. He refused to give me his last name or complaint reference, and told me the booking reference is the complaint reference. I asked to speak to someone who could help and he asked who do i think can be of help.
I really felt dis-respected and by an operator who showed no remorse or concern about my feelings. I was only able to find something for them for two nights, just 40 minutes before thier arrival.

Resolution:
I want a written apology from the operator and the company as a whole as this is not an acceptable behavior towards customers, especially loyal customers.
i want to be compensated for the stress and inconvenience incurred. I have had to put my work on hold, and put calls across to different providers before even being able to get somewhere for them to stay.
ideally, i booked an apartment for them, so they can prepare their own meals. now we have to spend money on expensive hotel meals as a result of this.

From: Jens ZVIRGZDGRAUDS e-mail [protected]@yahoo.com
Regarding my Booking.com confirmation number: [protected]
Junior suite from 27 to 30 September was booked via booking.com at
Radisson BLU Palace Hotel, Place Royale 39, Spa, 4900, Belgium, Europe.
Phone: +[protected].
I was mislead about the category and characteristics of the room booked: firstly, at the moment of booking, and secondly, when I arrived in the hotel to check in for the room. As a result, I was given a simple room, lower price category than I had booked, and I was not refunded the difference! In fact I had paid already at the time of booking for the junior suite: 625.28 eur (plus in cash upon check out, city tax of EUR 2.85.) I was given a print out bill at check out this morning on which it clearly says: room 346. Room 346 is not a junior suite. However, the price categroy of the room in which I was actually lodged does not appear anywhere on a document. The folio number of the bill provided by the hotel at check out this morning is 231428. I repeatedly asked the reception to report this fact to the manager during my stay, but I got no feedback from the manager whatsoever, even though I got to know he was present yesterday afternoon, when I also was in the hotel.
Moreover, on Sunday morning during my stay, I stepped oh sharp pieces of broken gas on the floor when getting out of my bed in the hotel room. This injured my foot and I could not take the thermal treatments which were my only reason for staying at the hotel. Since th e hotel did not have isobetadine to disinfect my wound, I had to walk 1 km to the hospital and pay 39 euro for medical assistance. (I have both a document proovong the care received and the price I have paid to the doctor. The hotel has a copy, but did not react.) Upon my arrival I noticed that there was a lot of old thich dust in the corners of the room, but I managed to get it cleaned only two days later, on Sinday, after my foot injury, by insisting for several hours.

Hello
with respect
on 19 September our account manager Mr.Besik Goginava is deleted our golden like and stars.
why ? we don't know and anybody doesn't answer.
we call more time to booking and back the golden like and stars.
but today we check our extranet and see we don't have genius.
please back everything to our hotel.
Mr Besik Goginava say me why your hotel gets the best seller in Tbilisi. please check everything and solved this problem.we write from hotel vaki Tbilisi Georgia
please help us. yesterday Mr Besik Goginava, Account Manager is called us and say you must delete every promotion and put the credit card.
he threatened to delete our account from booking.we said why he said that you have more reserve and every reserve is fake.then he writes request for delete our stars and golden like and delete our property from the privilege of booking. then he calls again and threatened to delete our account. we had more try to up our ranking in the booking. employed the SEO worker and change every photo of the hotel.in February we paid 500 gel commission and now is very good work with booking and at august had paid 3750 gel. really Mr Besik Goginava, Account Manager behaviour is not good.we have requested from booking management looking for this behaviour and answer us. now our performance score in booking changes from 90 to 40, why?
please help us with this behaviour.

Confirmation ref: [protected]
3 Adults
Stayed overnight on Friday 20, Sept.

The apartment was modern and clean, but had several deficiencies:

Insufficient towelling

A dripping tap that kept us awake

Lack of fire safety precautions and procedures

More alarmingly, we were locked in
(faulty lock) for 1 and a half hours,
even though we had informed the owner - a cleaner came to open.
After the cleaner quarrelled with my wife, she locked us in deliberately, only unlocking the door after a further 5/10 mins!

Dorset police asked me to fill in a report and submit a complaint to booking.com; hence this complaint.
I was also asked to contact Trading Standards, UK.

I have made a reservation to Paris, Park Hyatt - for one month in advance via booking.com, and as soon i gave received the confirmation, i saw that by mistake i choose 2 non refundable rooms. In 2 minutes i have signaled the mistake to booking.com, asking nicely to help me cancel this reservation. In 2-3 minutes i don't think i have cause any loss to neither the Hotel or the site. After 4 days of mailing with customer service of booking and directly to the hotel, they have reached the verdict that is not possible to cancel the reservation without a fee, which is 3600 euro (2000 euro was debited already). Booking.com says that the decision is at the Hotel side, the Hotel is stating that they don't have access to booking prices and policies.

Ok, i have made a mistake because i was maybe tired, and from at least 10 options, i choose the bad one. But i signaled it in 2-3 mintues! I have explained, asked nicely. I don't feel is a fair traitement.

On 13/09/19, we arrived at O'Paddington hotel, Westminster, London. The welcome was informal, un comfortable and un professional, when asking any questions about the distance to Londons attractions no information was able to be provided and a taxi could not be booked.

We were then told we had been "upgraded" to a family room, this was in a seperate building that seemed derelict. There was renovations being done; paint brushed left on the floor, matresses in the middle of stairs- not something that was attractive to my partner who's 21st birthday I booked it for.

We had to carry our luggage up over 6 flights of stairs to reach the top floor, in which we didn't see one other customer. The TV on the wall was not viewable in the bed, and when requesting to go back to the origional doube room that I booked, this was denied by reception staff.

Not on were the staff rude, the facilities even for a 3* hotel were inadequate - (mugs for tea and coffee didn't fit under "coffee machine" - no water in machine).

I would like to request a full refund as I was not happy with the service we received or the state of the hotel, as I paid not old for the room but travel costs to visit this location for my partners 21st birthday and this just wasn't acceptable or anything like the description online.

Here are further booking details:

Price £89.10
'Club Double Room'.
Payment date 04/09/19 (Payment via Paypal).
Confirmation Number [protected]
Pin Code: 6411

Kind Regards,

Katy Khamverdy

Booking number:

Unfortunately I am not happy with booking.com overall recently. I have used this company many times, for many years. I emailed - without a reply. I talked to two customer service agents on two separate occasions which neither of which were able to help. I had an expired card on my account and added a new card however, the booking continued to try to charge the expired card. firstly, I contacted the accommodation themselves, who could not help me. Second, I emailed booking.com with no reply. Third, I called and stayed on hold for between 10 - 15 minutes before speaking with an agent who assured me the new card would be charged and there would be no problems. Then, when it came time for the accommodation to charge the card - the wrong/expired card was charged. So, 4th, I had to call AGAIN and be on hold for 16 min, spoke to an agent, was put on hold again, had the person tell me YET AGAIN that the right card would be charged and that I would receive an email immediately that this has gone through. Soon after the phone call ended I received another email saying that YET AGAIN the payment could not go through. At which time I had to go online and find the account file - re add the new card and then only the accommodation could charge the card -at this time it was close to time of cancellation causing me stress. In summarization I spent countless times on the phone (ON HOLD) with your company and though your staff was kind and re assuring - not one person actually helped me or solved the problem. I had to take more time from my life to re do all the information manually ... So .. Unfortunately I am not at all happy with my experience and it makes me not want to use/book with booking.com in the future.