Booking.com
reviews and complaints

Despite cancelling our booking once in person with the hotel and then following up by telephone days later - I was still charged for my booking by the hotel. Despite calling the hotel quite a few times and emailing them the confirmation booking they asked for to enable to credit me back - I have still not received my refund back! Booking.com need to address hotels like this astray are giving them a bad name - and i will think very carefully about booking with them in the future!

I arrived in the property yesterday, and not only one of the windows has a gap letting cold air in, which is not ideal in winter, I still have no hot water, in spite of contacting the housi.com.br through booking.com, email, and various phone numbers.
This is appalling! This property is in a block of flat and the receptionist is only there to hand out the key, saying they are a separate company and cannot help with problems in the studio flat. She said they keep on having problems and complaints about it. This should be investigated! And I deserve a refund if this is not addressed.

Take my feedback about the property as I have taken feedback from my friends about this property.

The Room given to me is on 4th floor with NO LIFT. I had to carry my luggage equivalent to 30 KG with No Help.

Request you to take this into consideration and initiate refund as soon as possible as I will not be staying there for next two days if my booking .

Hope to get positive response from your side.

I booked with an owner at Ocean Reserve at booking.com. When I arrived the apartment was a mess. Doors and walls were fithy, hot water no cold. Shower knob was misplaced. Holes in furniture, . Electrical issues, garbage disposal was broke, key fob didnt work. One issue after another. I checked in June 24 and my check was July 10. I had to check out early June 27, 19. I paid 4, 410.00. The owner agreed to pay me back wen he resented the unit and never did. Booking. Com started to help with the situation bit once it escalated booking.com drop out. Booking. Com agrees to refund me for canceling my reservation aftr i checked in. I have vpice.ails with booking . Com agreeing to this. No booking. Com won't keep their wprd and the owner gets to walk away with all my money and still gets to work with booking.com. I jus loss 4, 410.00 USA dollars. Since all of this I've had to pay another 3, 000 at a new hotel. It's sad tht booking.com won't deescalate the situation that they help begin. Now they won't let me talk to supervisors, they keep hanging up on me and i sent them documentation and pictures and emails of everything they asked for even them agreeing to help reimburse me. Now they have backed out once they seen how much proof I had tht the owner is in the wrong and so is booking.com. I'm going to have to get a lawyer now!
Booking #[protected]- pin 6332
Booking # [protected]-pin 6026

Booking.com provided the worse customer service wen filing a complaint. You don't just leave an co mplaint u resolved and start hanging up on the customer bcuz u refuse to keep you word that you would refund me and leave the message on my voice mail.booking.co m even admitted to canceling my reservation by accident. Left all that on my voicemail. Sent me emails saying the owner would refund me too. Now booking.com have no more answers once I sent them proof they agreed to refund me and so would the owner.

This is crazy. I got hung on several times. The owner I rented from falsely advertised on booking.com.

We booked an apartment called "L&M Lisbon Friends" for one week. When we arrived on the scheduled day (June 15) and time, no one was at the place to meet us. The building was an old, run down wreck that had not been used in years. When we tried to contact the owner, twice he pretended not to hear on the phone. On the third try he finally mumbled an address 3 km across town to a small share apartment. We took a taxi there at our own expense and were told by e-mail that the locks needed to be changed on the apartment we rented and it would take a couple days. This after booking the place months in advance. The room was a small bedroom with twin beds and no appropriate sheets. The place was dirty with insects, no soap in the shower or utensils in the cupboard. We felt like prisoners and were totally demoralized. We never met the owner and moved to different accommodations the next day. We never got a refund or no apology or a meaningful explanation. He just sent us cryptic messages through Booking.com. Booking.com has not helped us at all to get our money back.

I booked a hotel through Booking.com. What a nightmare of a company to deal with. We arrived at our hotel after driving for more than eight hours, only to find the hotel closed.
After trying to find booking.com phone number, I was informed they needed to verify that the hotel was closed. There was a sign posted on the door from a Government agency, notifying of the closure.
Booking.com said they need to give the hotel a chance to respond before they would do anything for me. I was sitting at closed hotel, getting darker with two children.
They informed me they would call be back with a status within 30 min. One hour later I had to call them back.
After another hour being put on hold, I was informed they would switch me to a motel 6. I said that was unaceptable as I was close by this hotel watching drug deals in the parking lot. The lady said that is the best they could do. I informed them of the safety concern for my children and they absolutley did not care.
I did request to put in any other hotel and they refused because the cost was higher. I spent a total of 3 1/2 hours on the phone to no satistfaction and ended up driving through the night to my next destination. I would suggest that you never use this company again. I have booked through them before and was very dispointed in the hotel they represent.

Booking.com have made an appalling string of errors, which was first raised on the 15th March 2019
booking .com had incorrectly loaded all our prices into there system, and every time we changed them, it automatically changed back, we honoured bookings at a huge loss for the rest of march and April
They then had to go through another 48 bookings and correct the pricing
this resulted in cancellations that booking.com have charged us the hotel for their mistakes
During this process of cancelling we received many many over bookings to the hotel
again we had to go back to booking and inform them they had allowed mass over bookings, sometimes putting 4 separate bookings into the same room
again once made aware they cancelled and relocated bookings and charged us again for their mistakes
now they are cancelling all bookings, and stating to guests that our hotel has closed down, slandering our good name further and sending emails to this effect, these emails supposedly from ourselfs, however they are not from us, but booking.com falsifying information to try and rectify their complete shambles of a service
and again attempting to charge us for cancelling guests
i have been battling with customer services for the best part of 3 months, and i have email evidence
i have also sent 4 emails to the CEO of booking.com with absolutely no response

We have recently booked a holiday to apartments in Puerto Banus Spain, after booking it on booking .com we realised that the photos displayed on their website were in fact computer generated, they looked so real and there was no disclaimer that the photos weren't real.
We found this worrying so we reviewed the property on trip advisor to find the true pictures were the exact opposite, the apartments look
Horrendous with a lot of terrible reviews.
We rang booking.com to request a free cancellation and they would not help at all. Under the trading standards it is not allowed to misrepresent how it looks and they should show a true likeness.
Is there anything we can do?

I received a confirmation in writing from Booking.com (EUR15) as part of their refer a friend programme. Everything is confirmed in writing. If Booking.com did make a mistake by sending the confirmation this is not my problem as if I do a cancelation there is no window for error.

in addition I did request the VAT number to the property and the property did not provide it by insisting that Booking shall provide it. This is pretty much a vicious cycle conversation where everyone is blaming the other.

I do expect everything sorted ASAP.

I do have full documentation available in PDF.

Regards

Booked a room in Valletta, Malta. Recent reviews (posted since I booked) indicate the room was not as described. It was supposed to be a "luxury" room, but was actually a dive which stank of excrement. Neither the owner or Booking.com are accepting no responsibility for the massive discrepancy between the state of the room and the description/photos. Booking.com have offered almost no compensation (50 USD) and made no attempt to help relocate us. We have had to book somewhere else purse at an additional cost as the smell of excrement was too strong to be able to tolerate.

We are seeking legal advice. If you have had a similar experience, we suggest you do the same - complaining here only achieves so much. If you don't, booking.com will continue to take (and keep) your money and make no effort to look after you.

Hi. I had a booking at this hotel in Granada, SPAIN booked through Booking.com Conf number: 3054099583 for 7th June. Prior to arrival we received an email from the hotel saying we should check-in at Hotel Rosa D'Oro instead as both hotels ‘are annexes of each other' and had a shared reception. When we arrived at Hotel Rosa the man at the front desk told us that Hotel Palacio del Cobertizo had closed down 2weeks earlier but not to worry he had a room for us at Hotel Rosa instead. He played down any connection between the hotel saying he had been left to handle the damage. We did not want the room at Hotel Rosa and he advised that he would refund our money. He said because the hotels were not connected he was unable to refund our money using his EFTPOS machine but he had a pile of refunds he showed us that he said had to go to the bank on Monday. We booked another hotel up the street for the night and subsequently formalised the refund request through Booking.com. I had not received a refund several days later so filed a complaint with you and lodged a poor review of the property. The review was rejected by you although I could not determine why, and I was unable to edit it using the link provided in your reply to me.

I still have not received a refund from this hotel, which has clearly scammed me. You should not be dealing with this hotel, but I can still see it is able to be booked through your site. So I assume it has not closed down at all but was merely trying to move us to a cheaper hotel through devious means. If I do not receive my refund very soon I will be doing everything in my power to complain about both the hotel and Booking.com to the relevant authorities, as you have been highly unresponsive to this issue so far.

Regards,
Mark Phelps

Guest name:
Debby Lennard
Check-in:
Sun 16 Jun 2019
Check-out:
Tue 18 Jun 2019
Property name:
Neoresid - Résidence Les Jardins de Mozart
Booking number:
[protected]

I arrived at the apartment as per their email between 15.00 and 18.00 when they said someone would be there to check me in. There was no one there. I used door code I was given in case I was late, to get in. I opened the key box but no keys for the apartment 115. I tried to ring. One number went to VM, the other was unobtainable. I emailed. I then left for an hour and came back. Still no one and no keys. It was now getting on for 17.00. I had to obtain alternative accommodation at greater cost and inconvenience. I emailed and asked for a refund.

This has been refused. I am appalled. I wish to escalate this to you. The provider is either incompetent and has no customer service, or a fraudster. Either way I would appreciate your assistance in getting my money returned. My telephone number is [protected] and my email is [protected]@icloud.com

Regards

Debby Lennard

I will never book a hotel through booking again. Last time I booked a hotel was in Ilford, London, the hotel has canceled my booking when I arrive because someone has taken the room. The guy at the reception was so Racist. We were so tired when I and my mum arrived telling us to leave immediately from the hotel or he will be rude with us. I really will never ever book a hotel through booking. We were treated like thieves. Despite, I have booked through my credit card and when I receive an email that there is a problem in the credit, I have called them that I will pay by cash and they have told me that there's no problem and they confirm that by email. The worst experience ever !

More like Booking.Wrong! Failing Customers!
Booking.com should be called Booking.wrong!

When things go wrong Customers deserve a Booking agency that support their customer base rather than the Hotels / etc !

Booking.wrong failed us dreadfully with our claim against a B&B / Guest house ([protected] at Laurel Cottage).

Conflicting as usual responses from Booking.wrong!

First they ask for proof of our complaints so we tried to add pictures they they tell us we should of made the complaint while in this B&B Guest house!

WE found nowhere in the very busy Windermere Cumbria to change too and we were worried we would be made to leave if we dared to complain, We had very justifiable reasons to wait until we left.
The owner made it clear they did not have a complaints process, upon entering we as a same sex couple felt judged if we should even be allowed to take up our expensive booking or £78.75 per night! Then the owner said something like "If you have anything nice to say tell us, but if you don't well...!" Nothing!

WE had legitimate grounds to complain where the Owners living at this B&B Guest house chose to Text us out of the blue about what we wanted for breakfast we stated clearly on their chalkboard rather than simple knock on our door or leave a note!

We did not expect an text and had our phone off on charge.

We went hungry that morning again and did not get our Paid Breakfast !

The place was poor and Booking.wrong would not entertain our legitimate complaint!

A Disabled man and his partner on a honeymoon!

Shame on Booking.com Booking.WRONG!

I booked a room on booking.com. Immediately, I noticed the room description was deceptive. It had no television. It said "individually climate controlled". When I contacted the property owner OTTO, I was told that the room had a "fan" but no AC. I told him I did not feel comfortable and would like to cancel. He told me I could not cancel. He talked me into keeping the reservation and "trying" it for one night. Later, there was a death and I was unable to make my trip. I notified OTTO, and he totally ignored my problems and immediately began demanding a time of arrival or money. I told him that was not going to happen. I was 5 hours away on the opposite coast. Then he started soliciting me for payment on paypal. I began to ignore him and he finally marked me as a no show. Booking.com notified me the booking was canceled...no problem. Until the next morning when OTTO actively and aggressively began HARRASSING me while I was working. Multiple calls, texts, Whatsapp calls and messages, harrassing my assistant, etc. He sent me threatening messages about "reporting" me, whatever that means. I had enough. I told him to stop, blocked him; and, called Corporate office of booking.com. I REPORTED his actions and they apologized and said they would contact him and advise that he cease and desist. Bad situation made exponentially horribly worse by a greedy, insensitive person. Good bye, and good riddance, OTTO. Oh, and by the way, if you truly "want people to leave a better person than when they arrived", it might be a good idea to treat them with dignity and respect and understanding and grace/mercy BEFORE you ever even meet them!

This hotel again has deveiving photo. I booked 2 rooms for price of about $500/night in total. The reason I booked this hotel wirh this price was to use private pool (walk out from the room). Pool appeared long and big in the picture but when we arrived it was about 2x bath tub size and it was so dirty... none of my family member used it since it appeared so outdated and dirty. I am not sure if they have claned the pool and fence... i only swam 15min and came out... the hotel also charges $100 extra to keep water heated... so I spent way too much what I can't use...

Most hotel look same upon arrival but this hotel and ocean palace hotel in your website are posting deceiving pictures of the hotel.. please ask hotel to post only current photos of their facility not the photos of when they were built.

Confirmation number: [protected]
PIN code: 5443

I have made a booking for 3 apartments for 3 nights for 20 people.
The confirmation stated 3 aparments with 20 beds.

However, through a series of messages with the property owner, revealed:
a) There is only 3 double beds
a) 3 of the beds are baby cots and not adult beds.
b) Asked to sleep on the floor, because short of beds.
c) Asked to bring 10 sleeping bags, because short of beds.
d) The owner only have one apartment, contrary to the 3 apartments as per website.

Please kindly look into the above confirmation.
Below are the messages:

Confirmation number: [protected]

You have a new message from CASA DI DONNA INES

You have a new message from CASA DI DONNA INES
CASA DI DONNA INES said:
Hello, nice to meet you! i want to know which is the age of the people come to my house and i want to tell you that the bed are three double bed and three cots, one little cot for baby and three couches. Somebody will have to sleep on the floor. The taxes are 3.50 euro for person for day that you will have to pay to me and i will pay taxes in Rome for you.

Please reply to this email to respond to the property.

Most recent messages

You
All 20 people are above 30 years old. We will need 20 beds. Your website shows there is a sofa bed in the living room and each apartment can sleep 8 people. Can you provide 20 beds?
10 Jun 2019

CASA DI DONNA INES said:
Is very diffficult to find other 10 bed for the house, can you bring 10 sleeping bag? You are so many people and i can't pay supplement for just one day for you. Do you understand me?

Please reply to this email to respond to the property.

You
I think you are not aware of the complete booking. I have booked 3 apartments and you replied that each apartment has 3 double beds. That is 3 x 2 x 3 = 18 beds. If you can use the sofa beds (as mentioned in your website) that would be great. 3 apartment for 20 people.
10 Jun 2019

CASA DI DONNA INES said:

I have just 1 apartment of 125 mq

Dear Sir/Ma'am,
I had booked a hotel throgh you in Puri from 31/05/2019 to 04/06/2019 ( 3 king size a/c/ room in hotel Gouri palace via Goroomgo ( Booking ID : [protected] ).
I had made a payment of Rs.4000/- to hotel through a link of' Payumoney', which was given by hotel.

Unfortunately I could not go there due to natural calamity ( storm FANI ) and scarcity of proper electrification and convience.
As per the free cancellation policy I cancelled the trip through you on 27/05/2019 and also informed the Goroomgo( hotel ) about it.
I have repeatedly contacted the hotel for the Refund of money, which is yet to be solved.
So, I request you to take initiative for the Refund of money as soon as possible.
Thanks and Regards,
SATYABRATA BOSE( E-mail: [protected]@gmail.com )

Dear sirs,

i booked hotel Vinccy Lys from 3-6 may, double or twin bed, which is described :26 m²
Bath fot 1 adoult in 1 child 3 yeras old. I have arivved at hotel around 00:30 4. may and they gave me keys to my room (511). Room Was small around 10-12 m2, bed was 140x 190cm, there was no bath. Shower has no hot warm. There was so litlle space tahat was no room for suitcase to be on the floor. Next day i said that this is not the room i reserved and they said that there is no other rooms, if i want to change room i have to said that next mornig till 8am (after i chcked in came other guest who arrived with the same plane as i and have normal rooms). On booking was still free rooms all the time. On 5 may they finally changed my room. I get room which i actually resreved and paid (i have to paid before they gave me keys). After i checked out i want to speak with manager. i want half of my money back, because they gave me room wihic fit for 1 pereson and is cheapar then my. They didn't want to hear nothing about that. In adittion i gave you photo of toloris (red is room in whic they plače me and my child). On the whole hotrel there is no such small room. I would like to have half my money back, because the room they gave me is 50% cheaper from that i paid and resreved.

Kind regards, [removed]