Booking.com
Reviews and Complaints

We are just livid! We made a booking through Booking.com for reservations at San Luis Bay Inn in Avila Beach. When we arrived, the hotel said they had no reservation for us, even though we had the confirmation email from Booking.com complete with pin and reservation number. The hotel called booking.com number, and after MUCH difficulty in communications - we were told by you that there had been a problem with my credit card and so could not process the reservation. I asked then why had I not been notified and they lied and said we had. We hadn't received any such email. So, they asked me for another card number- which again, after much difficulty in communication, I gave them, and they said this one didn't work either because now there was a flag on my account. Well, this is just riduculous given there was PLEANTY of funds available. Then they told me that I had to go to the Walmart and purchase some kind of booking.com card in order to make the payment? (raising the scam alert!) and then they would release the room? all the while the hotel staff was right there listening, saying they didn't have any rooms so that would have been impossible. The first man then gave it to the "supervisor" named Robin. I told the man on the phone "Robin", that we were not going to go anywhere to buy a card and his response was "well then you can just sit there for 15 hours"... using scam language, threats of disaster. I told him to forget about it and hung up, as I had already given him my complete debit card information and was freaked out about my account now. Then they sent me an email saying my reservation was cancelled and was charging me the whole amount of the room! You seriously need to look into this, and I will NEVER use this janky service again! I now have to go and cancel my debit card because I don't trust them to not to make fraudulant charges on my card!

We picked a property thru booking.com that was highly discounted. Within 5 hours it was being canceled, claiming it was flooded and they could no longer accommodate us. This has been proven to be false. Booking offered a relocation but not if it cost any more money even though they stated it didnt matter. This is a breach of contract and must be addressed.

Good morning sirs.
I am presently writing to complain about a situation that we came across when we made the reservation nr [protected] at the hotel mulberry in new york. As we were searching for an hotel in manhattan that included breakfast, we selected the filter: breakfast included. Mulberry hotel was one of the possibilities and, as usual, we read some comments about it and everyting seemed ok. So, we made a reservation for 8 people divided by two rooms for four each. We chose the option without free cancellation as we were pretty sure the hotel was ok for us. After we booked the hotel, we received the confirmation and they referred to the fact that there was only two breakfast vouchers per room, no matter the number of people that occupied it. We were quite astonished and felt deceived by booking, which had never happened before. We contacted booking portugal by phone and the person we talked to didn`t solve the situation because he said that information was available there for us to read hidden under the small characters at the bottom of the page of the hotel: important information. Only after we clicked on those words we could read that the breakfast was availbable for only two people per room. The booking portugal tried to make the hotel gave us back the money, but they didn`t succeed. That was their last feedback. Nothing could be done.
This is not fair, proper or even legal since in our opinion, no matter the politics of the hotel, booking was the entity that was selling this product and we were led to buy a product that was completely different from what is advertised (important informatiom? What is that? There can be so many important pieces of information), a product that was advertised as having breakfast included, which it didn`t. It is true that that misleading information is there hidden under a dubious tittle. That is subliminal advertising and unclear instructions being given. As you know is completely illegal since you are misleading and then taking advantage of your costumers which assume breakfast is included for all the people staying in the room.
I urge you to look at our problem closer and deeper since your firm has always been remarkable so far and I don`t think that this problem would be so difficult or expensive for you to solve. Right now, we feel deceived by booking.
I look forward to hearing from you.
My best regards
Pedro pama (mobile nr: [protected])

MY NAME IS TRACY CROY, I had a problem with one of your hotels, charge my credit card 183.00, before I was even there to signs, but the hotel was a mess, not what was on your web site. so I decided not to stay. was told that they wouldn't refund my credit card. i called booking .com and was told to go get another money card and put 200.00 on it and then let them know the number on the back and they would refund my money to that card.. I have a problem putting 200.00 on a card that I can only use 1 time and I can't use it at my bank atm to get the money back off...

I booked a room for three days through booking.com. My confirmation number "confirmed" was 3932192501. PIN number 5468.

I had also previously booked another room, using the hotel website.

When we got to the hotel, imagine my surprise at NOT having the booking.com reservation. I gave the hotel the booking.com confirmation number and they said they had NEVER received it and my complaint should be addressed to booking.com

The hotel staff were AWESOME, and despite the fact the hotel was nearly completely booked due to the event we were attending, worked with us to find another room that would work, including providing us a free upgraded room as it was the only one available, without charging us the extra rate. Had the hotel (Embassy Suites Loveland Hotel, Spa, & Conference Center) not helped us, our entire trip would have been completely ruined.

At this point, I would never again book anything thru booking.com.

Booking Reference Confirmation Number: [protected] - Mountain Breeze code 6908

On 25/6/2019 I booked Mountain Breeze for a holidays stay. I always have a habit to confirm back with the owner on my booking, therefore I tried several time to contact the owner via email, calls and message but no reply. Finally my dad when to India for work purpose and he managed to reach the said owner but unfortunately the owner claims that there is no SUCH booking is made. I decided to call booking.com and inform the same. My 1st call to them I complaint on this matter and the representative mentioned to revert back within 24hours but no reply from Booking.com as per promised. My 2nd call again to booking.com explain again and promised to called within an hours and again no reply. Booking.com is not sufficient enough and not really bother about customer's priority. My 3rd call to booking.com this is where I burst out and fastest decision was made. I was unhappy with the decision of booking.com by finding an another option which earlier I have a bad experience with it and express to booking .com and comes another new option which was way far expensive compare to my previous booking. Further booking.com reply "If you incur any additional costs due to this situation, please send us copies of your receipts, and we will assist you in any way possible" and However, after your stay and provide the receipt to us, we promise to refund the rate difference (maximum 12040.00 INR). " I was not convinced as there was no a proper reply from booking.com until I made my 3rd calls to them and they itself are not aware that the said property is not available. I don't have the trust on booking.com by saying that they will refund! how can I trust such an irresponsible booking.com. and ended up I have to call and beg for my refund. On 27/7/2019 I received and email from booking that my booking was cancelled with no fee.
On the other hand I booked hotel thru Agoda and awhile later the property said " We are sorry to inform you that the property, MountView - A countryside Homestay, Thiruvanamalai, India, has advised us that they are unable to accommodate your booking as they are already fully booked. We sincerely apologize for this inconvenience." and As a gesture of apology, we would give you an additional Agoda Cash in the amount of USD 7.74 that you can use for your next booking even I don't pay anything to Agoda.i still received a gesture from them. Agoda is super good and sufficient.

Good Day,

I had made 2 separate bookings at Artidom Central (Madrid, Spain) through Booking.com as follows:

1) 25-27 June 2019 (2 nights) Booking Ref. No. 2325616577

2) 27-29 June (2 nights) Booking Ref No. 2250358046

My credit card was charged on the 21st May for the first booking and on the 22nd June for the second booking.

My credit card was then again billed for both bookings on 25 June. I immediately contacted the host of the property, Mr. Javier, who confirmed to me telephonically that he was experiencing some problems with his billing system; and further confirmed that I have been double-billed; and that he would rectify the issue.

I then contacted booking.com and was asked to submit copies of my bank statements reflecting the charges. Since then, I have made several requests to booking.com to refund me. I received a partial refund on 28 July and despite follow up emails, I have had no further response.

Please assist.

2729464187- The Strand mrytle beach, SC... Room had rust and mildew on ceiling. Desk person offered me another room and it also had rust, mold, and mildew on ceiling. The outside panels in bathroom were coming off. Very dirty. We requested a refund the front desk clerk was rude and acting as he didn't really care. Front desk clerk at the Strand said call booking.com. We then called booking.com around 12am. We requested our money back. Booking.com then said that they needed to talk to front desk clerk, front desk clerk said no because we were there since 7pm. 7pm is when we reserved hotel. We actually checked in around 10:15pm when reaching Mrytle Beach. We then went to get something to eat. We actually got settle in room around 11:30pm. We was not in room for hrs before we notice mold, mildew, and rust. We were in room for about 10 to 20 mins. THE STRAND IN MRYTLE BEACH SC IS VERY FILTHY

Booked a hotel through their portal for 3 Adults and 1 child (17 years). Noticed that the child's age changed to 0 in the confirmation message. Booking.com agent Christine told me that the hotel doesn't consider 17 yr old as child but failed to answer me why the system accepted it. She didn't allow me to speak to a supervisor and kept telling me that it is the hotel policy and booking.com can't do anything about it. I ended up paying 31 euros more to upgrade and she gave me a reservation that wouldn't allow cancelation, without informing this condition to me prior to booking. The prior reservation could be cancelled anytime! Quite unhappy with the lack of respect for clients and their policy of penalizing the client for their technical screw-up!

Hello, After making a reservation, I received an email to book a car if needed. So I spent this booking through your site booking taking full protection. I received a confirmation email with the insurance certificate and the summary. Only on arrival at the rental agency, it was explained to me that the contract I had contracted through booking, did not appear in their computer and database and that I only had a franchise 960th but no reserve insurance! In addition, the rental agency that was SIXT refused any other insurance that was not theirs! So how is it possible that the protection does not appear in the reservation while everything has been booked at the same time and that I find myself having to pay another insurance of 242e and more because the insurance carried out on your site is considered as "false" by the car rental agency ? I therefore require a refund of the protection insurance contracted on your site in the amount of 79.02 €. I am very disappointed with this kind of practice. Thank you.

Guests were repeatedly abusive to my staff, and then in their review accused me of acting illegally. Their accusation is not true, and is actually defamatory, but the review has been approved by booking.com, and we have not had any further bookings.

I contacted booking.com to ask them to remove it but they said defamation didn't come under the review policy. Does this mean I need to individually take legal action against booking.com?

The appropriate resolution would be for the review to be removed.

Reservation number [protected]

I have unfortunately made a reservation through booking.Com website at the concept living munich serviced apartments and when i arrived at the place it was simply unhealthy and inhabitable.

The place is dirty beyond any minimum sanitary conditions with poor lighting and no security at all. When i arrived at the room, it was dirty, and being allergic to dust & mites i couldnt brief when i checked there were body fluids stain on the bed and more unsanitary conditions in the bathroom.

The receptionist told me that i had to cancel through booking.Com and i did. I filed a complaint and demand full refund to which they denied with no resanable argument.

Booked holiday through Booking.com.
I was totally angered by the whole holiday for the following reasons
-my daughter and grandkids were moved 3 times
-my partner and I had moved once
-the room doors were insecure which was unsettling when we went out
-windows were disgusting and hanging by a thread
-complained to "manageress" and was shouted down in front of guests
-everything in poor state of disrepair
cracked walls everywhere
-bed linen dirty, dont even think it had been changed
-grandkids ended up with fleas
An absolute disaster!
Then I find out after emailing Companies House that the hotel is in liquidation and dissolves 09/08/2019! Tried calling emailing messaging booking.com they said they would be in touch and nothing not happy at all! [protected]

I have a £70 voucher from Booking.com. I made a booking through Booking.com and tried to use the voucher but after going through to the payment page, found that I was unable to find a way of using the coupon on their website. However, having called and spoken to someone at Booking.com, I was told to make the booking again and that I would be refunded the voucher amount after our stay. I followed the instructions and made the booking and the booking confirmation which went through was [protected] and pin code 6224. The payment went through on the 22nd May 2019 and our booking was for the period 25-27 May 2019. I have since been told by someone called Shamika W via an email that Booking.com won't refund our voucher amount as the voucher code was applied to the 1st booking which had been cancelled. I am very surprised to be told that when (1) I had been told by Booking.com on the phone to re-book again and had been reassured that the voucher discount would be refunded to us after our stay and (2) as I was unable to find anywhere to insert the voucher code when checking out, that the code would miraculously attach itself to the 1st booking. This is clearly a scam from Booking.com and they had never meant to refund the voucher.

I made a booking referance# 2090311499 and entered our bank card details on their website for staying at Mini Hotel in Murmansk, Russia. An amount of n 35850 Russian Rubles was deducted from our account in an "online transaction" even before we stayed there (but after entering our card details on the booking.com website and after they deducted a deposit.)
After many weeks (more than a month!) Booking.com still doesn't get back to us. I keep phoning, each time I speak to a different operator in another country and say "I will pass it to my seniors". When I ask for a name, the operator gives their first name only because "I am not allowed to give more info" The last one was today called "Alexander".
He promised to phone back later but yet again no reply. Emailing customer service is also a waste of time.
It appears to me that Booking.com is an unsecured platform and a high risk to use as the avoid proper communication.

I booked a B and B through booking.com
This was in Newcastle Co Down.
I cancelled this and got an e. mail to confirm cancellation.
Next I see the total for the booking has been taken from my account.
I phoned and spoke to Elliott yesterday morning and he was rude.
I phoned the B and B and they had no record of any cancellation and were still expecting me to arrive.
What if I hadn't checked my account?
This withdrawal could have caused my account to be overdrawn and thus fees would have had to be paid.
When do I now get a refund? When I asked Elliot I was told to keep a check on my bank. I do not use internet banking so why should I be trekking to a different town to clear up the mess made by booking.com?

Hotel Terminus, Beziers

Double room booked for 2 for 1 night: check in 27 June 2019, check out 28 June 2019.
Cost 43 euros, already paid for through booking.com

Our train's arrival in Beziers, which was expected to be just after 2300, was delayed by more than an hour. We knew the train was running late earlier in the journey and phoned the hotel to say we would be late.

However the hotel refused to to let us in as they shut their doors just after 2300. We explained the situation, even getting a fellow passenger who spoke good French to assist. However the hotel owner was adamant we would not get entry, even though we had already paid.

The train arrived in Beziers well after midnight and not being able to get the room we booked caused us great inconvenience.

At the least we would like a refund of the 43 euros for a room we never stayed in.

My wife booked a hotel in Paris to hold it. We canceled it an hour later and were alarmed when our AMEX card was charged $9709.14 USD. It's been over a year and we cannot get our money back so we can't take a vacation this year. $10K is a lot of money!

No one was harmed and I'm sure the hotel booked the room and sold it to someone else, thus getting twice the money for it.

Any company that needs to resort to such tactics is one to be avoided at all costs. DO NOT DO BUSINESS WITH BOOKING.COM

Do you folks at Booking.com EVER read complaints?
I was going to ask do you ever actually send anyone to visit/monitor the businesses that you "hawk"; but after my stay at the Laurel Notch Motel in Bordentown NJ, I already know the answer.

I posted the following review of the motel on July 5, 2019 after a horrendous (and DANGEROUS as one of the doors to my room, unbeknownst to me until the last day of my stay, didn't lock except with a chain)

I sent pictures of the dump (lobby the room I was given- - room #15 if anyone ever cares to verify) but they don't appear on the website (only pictures of nice rooms appear on the website) and aside from an automated message stating that the pictures would "be reviewed" before being posted I HAVE NOT RECEIVED ANY COMMENT from Booking.com or the motel.

The place was beyond disgusting and I won't be using Booking.com for anything EVER again...

Below is my review (I had to trim some of it so that it would meet the word count requirements but believe me there was more and more and more to complain about!)

"This was the most disgusting, unkempt, unsafe, disgraceful excuse for a lodging I've ever seen!
· This was the worst motel I've ever seen. It was worse than the stereotypical "fleabag motel" one sees in movies! I should've known, from when I stepped into the lobby, to check in, and it looked like a between a "hoarder's paradise". Lobby: cluttered with old couches, piled high with junk, countertop full of papers and junk. Piles of junk everywhere - -three flat screen tvs in various degrees of dismantlement microwaves, piles of sheets and towels stacked high everywhere, various dirty loveseats and arm chairs, gardening tools and supplies, cartons of "Roundup" pest spray, vacuum cleaners, rusty old tools, You name it- - it was there. The room (room 15) was dark and musty. The bed linens were old and frayed, The carpet was old, stained and didn't appear to have been vacuumed well. There were 3 doors in the room. One - the entry door - - was white with dirty marks all over it; but it worked with an old fashioned key and a chain lock. Second door was supposed to lead to the room next door. It was barred shut with an old dirty board. In the doorway to that door, was a rod, hung crookedly, which I supposed was to serve as a rack on which one could hang clothes (there was no closet. Third door, I didn't open until the last day of my stay, led to a patio, which had an old dead plant in a flower pot on it. The worst thing about that door and patio was...IT DIDN'T LOCK! It had a chain latch across it but the doorknob, which did have a lock on it, did not lock. The only think that kept that door shut was a chain latch. Anyone with a bit of upper body strength and evil intent, could've burst through it with one good hard shove! The night tables had industrial scotch tape holding the veneer on. The panelling was also held in place with wide, industrial strength tape. There was a refrigerator and microwave in the room; but I refused to use either, Mold stench when fridge opened!

· Everything...but the fact that, unbeknownst to me, the door leading to the patio outside didn't lock except with a chain that went across it was very disconcerting! I didn't know this until the day I was about to leave. Had I known I would've demanded my money back and left. The desk clerk gave me a receipt that was the equivalent of a handwritten note with the hotel's name stamped on it and had the nerve to tell me that they had been "using this (method) for 40 years." The dirt, debris and junk in the lobby- - not to mention the linens on the bed, paneling and carpeting certainly looked 40 years old! This place was very much like a place where a movie director would have a heroin addict "shoot up" for his very last time before DEATH!"

Jocelyn E. Brathwaite
I posted as "Lena" as it's my preferred name.

I booked two hotel nights via booking.com, using their map to find a hotel in my preferred location West Hollywood, I finally found one: AC Marriott for 397 eur the two nights. When I received the booking confirmation, the actual adress was actually not matching the pinpoint on the map - the hotel is actually located close to Los Angeles airport. Based on this recent information, I asked booking.com to refund me. While they admitted changing the hotel adress after my booking, they refused to refund me, based on the fact that this was a 'minor' change (takimg into account traffic, the two locations are 1h driving from each other!). I sent 20 emails, 5 phone calls and he took booking.com a week to come back to me with this appalling feedback.