Booking.com
reviews and complaints

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.

This company is run by crooks. They are out to make money at all costs, even the customers. They do not care if they ruin your holiday or make you miserable. It seems like on of their goals. They stole funds from my account on 2 occasions. They claim I did not cancel my reservations on time and I did. they took the money out using my debit card no. but they do not have my password even. So how could they do it. I reported them to the bank and the money was refunded. They are disgusting and they stink . DO NOT USE THEM.

Dear Sir / Madam,

I am writing to you to raise an issue about booking.com

The issue that I have experienced was:

Hi, my names Amy. I stayed at no 2 longford street clovelly court derby on the 13th till 15th of september 2019

As soon as me and my partner got their we checked in using our smart code for the front door and the pin code for our room. and basically unpacked. Then unpacked and checked out the facilities. We noticed on the 1st floor landing the ceiling had been boarded up. You could see the light fitting had been put around the board for support. I looked at my partner and he said theirs a live wire in the ceiling that is very dangerous.

Then we contacted the host as we couldnt get the tvs to work so the normal channels like BBC 1 etc. Or even the netflix. The host told us how to work it.

In the afternoon the door bell went and it was some guests that were staying at the property they thought me and my partner were the hosts of the accomdation I said no. I said to them I couldnt let them in unless they had a booking here so they rang the host and I let them in. But before all this the guy was giving me abuse about getting his friend a chair to sit on and wasnt being very polite to me and my partner.

So that was a horrible situation to be in. Apparently they hadn't been giving the codes to the accomdation or even recieved an email about their stay with the relevant information. Even I had to contact the host for my booking pin codes for the door and the room pin to open our room once we got into the property.

Then on the friday night we get woke up by them at 12 midnight cause they couldnt get the smart lock code to work on the front door. Me and my partner were really tired and upset they had work us up. My partner let them into the property then come the morning they woke us up again at 6am banging around. Then come by 8am they were making their breakfast. We left the property about 11am we came back after going shopping and returned to the property about 1:30pm. I told my partner I was going to clean round as it was affecting my asthma and basically i suffer with it quite bad. I unplugged the tumble dyer which this was a health and safety risk the host had this tumble dyer lead all the way across the ground floor so anyone could go tripped over it. Once I'd unplugged the dyer lead I could see that this socket was broken my partner checked it out this was a health and safety risk not to mention the problems with the gas hob being left on by the other guests on the top floor. Then we discovered the kitchen ceiling was leaking this is straight about the top floor bathroom where the gas had been left on. We rang the host and reported it to him the gas being left on and also the kitchen ceiling was leaking. He told us their would be someone round within 2 hrs to check on us nobody came out. Also the host of the accomdation took a £13.00 cleaning fee off me regarding that it states on booking.com that he has a cleaner cleaning the accomdation for him this is false information nobody came round the 3 days we were their. As I was in the kitchen with my partner that's when we noticed the gas hob had been left on and I knew straight away he had left it on whilst we was shopping.

The guest who were staying their had used the shower and the whole bathroom floor was flooded on the top floor this is why it had been leaking. Prior to talking to the host of the accomdation he told us their was a history of the accomdation leaking before this was obviously not fixed at all. It had just literally been painted over and covered up.

This was extremely dangerous as if those lights had been left on and the electrics went bang and considering the fact the guests had left the gas hob on also the fact theirs live wires in the property too the whole place would of gone up in smoke.

We also noticed the door handles were falling off the doors I got locked in the ground floor bathroom which was connected to our ground floor room I had to get my partner to try and get me out from the other side of the door as I was locked into the bathroom.

Their was also a live wire in this bathroom directly under the bathroom sink which my partner spotted.

On the saturday night me and my partner went out this was about 7pm as we wasnt going out and meeting friends till 8pm in derby city centre. The guest was in the shower and the whole plug sockets went off. This was because of the leaking ceiling was getting to the electrics and it was tripping out the power.

My partner went to the fuse box then it cut out again.

He was getting so frustrated so was I. Even the boiler went off. And I had to turn off the boiler and turn it on again so we could have a shower.

Even the guests when he had come back at 6ish in the afternoon even asked us for money they were from amsterdam and asked us for £60 which we said no to them. We didn't know them and we were mortified they had even asked us.

Then on the sunday before I checked out this was at 9am I basically rang booking.com and basically didn't get through to them I was on the phone for 2hrs. And I wanted to complain and get my money back before I checked out.

Then I messaged them on the sunday through live chat they wanted pictures of this property to back up my claims.

I sent them the 10 photos I took for evidence and basically they offered me compensation of £12 I told them no then when I'd spoke to customer services again they said that the only offer they could give me is £22 that's the highest they can go. The host of the accomdation will not give me a full refund.

I havent replied back to booking.com in the regards of a goodwill gesture of £22 because this was just a low offer and I will not except this as compensation.

I spent overall £75.50 on this property it wasnt as advised on booking.com.

It wasnt clean or tidy their was no milk for tea and coffee on arrival which states you can help yourself.

The bread had gone off. Their was stuff in the fridge that was out of date.

The linen for the bedding and pillow cases and towels had poo stains on them and were dirty.

Even when I washed the sheets myself and replaced my bedding the topper sheet had blood on it this looked like a period blood stain. I felt mortified and showed my partner it.

The mattress we laid on was sponge and uncomfortable not a proper mattress at all.

All these overal problems with this property I'd mentioned to the host how dangerous it was with the fact the guests had left the gas hob on in the kitchen the whole house smelt of gas and also we had to open the windows to the accomdation place. And put the fan on to the kitchen to get all the gas out the house.

We told him about the leaking in the kitchen the gas hob and he told us someone would be around in 2hrs time nobody came as we waited. We even left the evidence of the bathroom floor flooding so he could see where it had been leaking through onto the kitchen ceiling.

As I said nobody came round.

Even the guests were leaving the front door open to the property so anyone could walk in off the streets.

I thought this was very dangerous so I closed the front door myself and told my partner we were both mortified.

We did actually have someone come round as a guest again and basically we thought he was the guy coming round to check the property out as he looked like a work man. He said no hes staying in the budget room I showed him the room and he saw all the problems we were facing and he left and didn't come back at all. And I really don't blame him it was a health and safety risk to anyone staying their.

The host hasn't gave me the compensation of £75.50. Hes turned round to booking.com and told them hes not doing so.

Me and my partner want compensation we have a right considering are stay was traumatic to stay in this accomdation.

Heres a link to the google drive for picture evidence that I supplied booking.com

https://drive.google.com/folderview?id=11atK2sBpoXFyIyHtk4ZmB8j0-NWGfSjz

It occurred on: 13/09/2019 to the 15/09/2019

This meant whole experience in this accomdation has been a traumatic experience for both me and my partner this was suppose to be a lovely retreat for both of us staying here and it turned into a disaster zone. We didn't have our privacy from the other guest. They wouldnt leave us alone whilst our stay here. We didn't feel comfortable in this property at all.

We could of died in this house if we didn't realise the gas was on we could of died of gas poisoning or worse died in a house fire whilst staying here.

I would like a full refund of the £75.50 I spent to stay at this property 

I want to be compensated of the whole £75.50.

I will not accept the £22 they have offered me I am not happy with this solution.

I want compensating the full amount considering the add was through them.

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this.

Yours faithfully,

Amy Pratt

Booking.com info

Booking Reference [protected] 
Pin code 5106

Confirmation number: [protected]
Belle Vue Apartment

I placed a booking for an apartment in Sicily with Booking.com which was advertised at a discounted price as part of a week long promotion. Upon receipt of the confirmation email the price was £300 more than the advertised price, the price charged had been for the non discounted amount. I immediately cancelled and attempted to book again, each time the discounted price was shown throughout the booking process until the payment stage when it changed to the non-discounted price.

The property has now charged me an outrageous 400 euro as a cancellation charge which both booking.com and the property owner are refusing to refund Booking.com have been extremely unhelpful and have shown no attempt to either recognise their fault or try to rectify the issue.

I will be contacting my bank to attempt to reverse the charge that has been fraudulently made I simply cannot believe that this company is operating in the manner they are, utilising bait and switch tactics and having a non-existent customer issue resolution service. I certainly will never use this company again and will continue to pursue every avenue to secure a refund and name and shame this organisation.

Received email stating I needed to update credit card on file otherwise cancellation would take place. Updated credit card details and was provided a confirmation email and told to enjoy my stay. I then went to receieve a cancellation email and told my booking was no longer valid.

I have had to call the B&B direct and informed they have re sold my room and I no longer have the booking one week before travelling abroad for a wedding. Fortunately the owner of the bed and breakfast was able to contact the new booking and they are happy to not continue with their booking, allowing me to continue with my trip to Ireland. This would not have to have been carried out if booking.com would endeavour to complete transactions accurately and professionally.

Absolutely disgusted with booking.com for their inaccuracy and allowing my booking to be cancelled.

Meadowview B&B in Ballymena Belfast 20th Sept 19 for two nights.

Helli there, i wish to make a complaint and feel i should be due a total refund, i booked an apartment seaside apartment 39 st james st, brighton bn2 1rg, 8-10 th sept, we arrived at the dirty filthy door of a flat, no one there had to call and wait for keys to arrive, we were given 1 key for 3 people, the room was ion 1st floir, dirty and no lighting, the rooms were dark, dirty and not as showing in the ad on booking . Com, the beds were filthy, light socked broken, lights hanging, bare wires, bathroom was stained and not was described, we have 10 photographs to prove this which we can forward to an emsil address you can provide us to open a case about this complaint, i am 89 years old and took my 2 daughters here for a short break, we stayed in apartment for 10 mins and decided not to stay here for the short break, it was disgusting, and really upset at the state of the place, really inadequate, we looked up booking . Com and got booked into jurys which couldnt have been any nicer, i wish to make a full complaint as i paid upfront £190 and wish for a refund and for booking. Com to look into this disgusting apartment its not whats advertised as, and wish someone to contact me about this, thankyou
Phyllis Kingsmore
Email . [protected]@hotmail.co.uk

I am stuck. I have changed jobs; but I can't update my email address. So I tried customer service but it seems you cannot have an issue unless it is with a booking and you have a booking and pin number, which I don't.

There is nowhere I can find an email address. I am getting v frustrated by now but I cannot even find a way to contact booking.com to compain.

Confirmation No.[protected] PIN.6543

This was a 12 month old booking with us due to go on holiday 11/09/19. On Monday 02/09/19, I got an email requesting an updated card which I provided straightaway. I got an email advising that the updated card details were successful. On Tuesday 04/09/19, with no prior warning, the booking was cancelled. No one contacted me, just cancelled. The email states due to either a declined transaction or invalid credit card. Since then, I have been requesting the actual reason as it's important to understand whether my bank declined the transaction (and I take up a complaint with them) or whether Booking.com used my old card no.

More importantly, the booking had been in place for a year as it was for an event that needed a prior booking as the event is huge and hotels are sold out. I contacted the hotel to try and rebook the room, not the room had already gone so we have had to pay a lot more to still attend the event rather than lose the tickets.