Booking.com
reviews and complaints

I booked thru booking.com a hotel room at The Knot Tokyo Shinjuku from 18 to 20 April 2019 and was assured that the hotel charges would be the best price guaranteed. My booking number is 3379.524.525. When I was in Tokyo, I saw from online that the hotel room charge for 20 April 2019 was listed at yen 23, 000 only. So, how can it be that the hotel charge of yen 37, 800 that I have to pay is the best price guaranteed? Far from it! I am paying 50% more, notwithstanding that I have already stayed 2 nights at the same hotel.
I would appreciate a refund of the excess amount, in view of your match price policy.
For any clarification, you may contact me at [protected]@gmail.com.
Thank you,
Ms Sheena

Hello there,
On the 21st of April we've booked a room at Fatoria il millione agriturismo, at the outskirts of Florence, Italy.
I spoke to the manager of the property directly and specifically asked for a room for two.
I first asked for two seperate beds, for me and my senior mother. The manager told me he had no more seperate beds rooms, but we will have a large shared bed addequate for two people.
When we arrived to the room we saw one poor couch, which turns into a small 1.5 bed, that can be addequate for 2 little children, a the most, and in addition one could feel when lying on it the springs stuck in your back.

It was insulting. For a place that charges more than a 100 Euros per night one would expect a normal bed. Not that much of a request.
I immedietly spoke to the manager, and asked either for a different room or that he will at least supply us with another mattress, since as I mentioned - two grown ups could not sleep together on that bed.
The manager didn't have another room or bed, and after a discussion of few minutes told us he would refund us if we leave that instant.
That we did, and booked a hotel in Florence for the same night as could be seen in your website.
The manager told me to contact him on Monday morning and send him my bank account for refund, yet he did not answer my messages since then.

For these reasons specified we would ask you to refund us with the charge for that night.
Sincerely,
Shahar Gabai

In January 2019, I booked via Booking.com one night in Chesapeake Resort in Islamorada, based on reviews and the website.
When we arrived on 6 April we were given a room which looked like a 2 star motel room without any resemblance to what is on the website. When we opened the curtains, we were supposed to view the ocean, we saw builders' skip. When I walked out of the room I saw that the main building was covered in scaffolding and rebuilt, while most of the rest if the resort was fenced off. The mature Palm trees were not maintained, and I could see coconuts on the ground. These mature coconuts have be cut as otherwise it is a heath hazard. The area which was open was dirty. Only the small pool was open with very little space to relax around it. The resort still advertises two pools!
The air conditioning in the room was loud, and in order to sleep I had to move an easy chair, stand on it, and pull the plug out.
As we were on the ground floor I was afraid to open the door, so the room was very hot.
Since January, there was enough time to let me know about the works although the manager told me that the works have been going on for more than a year.

I look forward to having hour comments and an adequate compensation.

Susan Fisher
35 Caddington Road
London NW2 1RP
email [protected]@btinternet.com
copy of booking confirmation

Pre-authorisation: To check the validity of your credit card and guarantee your booking, the property reserves the right to temporarily hold an amount prior to arrival.
Please note: additional supplements (e.g. extra bed) are not added to this total.
The total price shown is the amount you will pay to the property. Booking.com does not charge any reservation, administration or other fees.
If you don't show up or if you cancel applicable taxes may still be charged by the property.
Is everything correct?
You can always view or change your booking online - no registration required.
Cancel your booking
Request early check-in or late check-out
Contact the property
Edit guest details
Update credit card
Room details
This room features a 37-inch flat-screen cable TV and a furnished screened balcony with a garden view. A small refrigerator is also included. Please note maximum occupancy is 4 guests. Extra beds cannot be accommodated.
Guest name Susan Fisher Edit guest name
Number of guests max. 4 people.
Meal plan There is no meal option with this room.
Special Requests
Approximate time of arrival: between 10:00 and 11:00
Important information
You must show a valid photo ID and credit card upon check-in. Please note that all special requests cannot be guaranteed and are subject to availability upon check-in. Additional charges may apply.

If you expect to arrive outside check in hours, please inform the property in advance.

Please note, due to previous hurricanes some amenities are limited. Please contact the property for more details.

Please note that the property is currently undergoing restoration. Limited amenities may be available.
Guests are required to show a photo identification and credit card upon check-in. Please note that all Special Requests are subject to availability and additional charges may apply.
Payment
You have now confirmed and guaranteed your reservation by credit card.
The total price of the reservation may be charged at any time after booking.
Please note that your credit card may be pre-authorised prior to your arrival.
This accommodation provider accepts the following forms of payment:
American Express, Visa, Euro/Mastercard, Discover
Change credit card details
Booking conditions
Cancellation policy
Please note, if cancelled, modified or in case of no-show, the total price of the reservation will be charged.

Any cancellation or modification fees are determined by the property. You will pay any additional costs to the property.
Guest parking Free private parking is possible on site (reservation is not needed).
Internet WiFi is available in all areas and is free of charge.
See all booking conditions
Need help with your reservation?
Contact the property Phone: +1 800-338-3395
Manage your booking
You can make changes, cancel or upgrade your reservation online anytime.
Keep this confirmation in your pocket
No data, WiFi or printer needed with the FREE app.
Download our app
Available for iPhone, iPad and Android
Copyright © 1996-2019 Booking.com. All rights reserved.

When communicating with your booked accommodation via Booking.com you agree with the processing of the communications as set out in our Privacy Policy.

Hi, my property ID is 2817851, name of the property is west end Homestay Mashobra, SHIMLA, Him a half Pradesh, pin 171007
Guest name is Amit sawhney check-in 18 Apr 2019 check out 21Apr 2019 .He had booked 2 rooms, he has not made any payment at hotel stating that he has made direct payment of Rs 10281/ to booking. Com .verbal complaint was lodged yesterday at about 9 PM IST to Mr Stephan the official on duty. He has confirmed direct payment of Rs 10281/ to booking. Com.He has told me to furnish my bank account details to booking. Com and assured me to transfer the above amount in my account.Details of account are as under
Name:Sarina Chauhan
Bank details: icici New Delhi Cantt Branch, Sadat Bazaar New Delhi cantt
Pin -110010.
IFSC:ICIC0001822
Ac no:[protected]
Request kindly resolve the issue on priority.

Hi,
We rented via booking.com as we aslways do and we booked this place called 1700-1900 Ala Moana Hawaii Studio on April 19th 2019.
It turns out they use that title just as a way to mix up the travelers because the adress they ask you to go to after you book isn't even 1700-1900 Ala Moana. It is an old, moldy and unclean apartment we were given; nothing like the photos that were posted on the ad. The description said there was only 1 bedroom left with free parking, king size bed and free internet but we didn't get any of that. As soon as we got there we were told there was no more free parking nearby so we were forced to pay for parking unless they were going to tow our car away. Threatening your guest isn't a way to be. We arrived late as was planned from the beginning with the owner but had to deal with all of this last minute. When we got to the room it wasn't clean and it was dusty, we just had a queen bed and it didn't look at all like the photos. The owner said all his rooms look alike anyway - which means none of them are clean (see photos attached). A sheet was even put on top of a couch to hide the stains on it. The apartment had a weird smell and we could found mold in it. Finally, the internet that was suppose to be provided just didn't exist. I booked for vacation and this was the complete opposite.

This is allowing misinformation on your website by permitting this untrustworthy person to post on your website. It is very unfortunate and disrespectful to let someone like this even post information on your website.

This being said, we paid a decent amount for this place and would like to have a full refund which goes up to 135, 22 USD.

We booked this place because we trusted your website. We hope to be able to trust your website again.

Thank you,

Frederique

We advertise our cottage with you, Simon's Cottage, Totley, Sheffield UK. We have been trying to resolve a complaint we made to you by email for an outstanding amount of £1500 which we are owed by you for an error in your accounting going back to 2016. You repeatedly ignore our communications in the hope presumably that we will go away, but we will not. We have provided you with full details. Please look into this matter and get it resolved.
Email [protected]@outlook.com
Thank you,

A Moorcroft

I received a refund of approximately $500. The money was put into a wallet account on Booking.com. I have tried several times to transfer the wallet money back to my debit Mastercard. A technical error on Booking.com's part keeps coming up preventing the transfer. I have been shuffled back and forth to different customer service agents. There is no one person handling my case which compounds the problem. My credit card is good. I just purchased an airline ticket on it.a few days ago. I can confirm with my bank Woodforest that my debit card is viable. I have sent them pictures of the technical problem that keeps coming up. One of the solutions offered was to put in a family members credit card. This is ludicrous, I find it suspicious that when I book using my credit card the transaction is flawless. However, when I try withdraw funds from Booking.com and put it back on my card, there are technical errors. I do not wish to do business with them again and have the wallet money put towards future reservations. This has been a continuing emotional nightmare for me. I need an alternative solution where this can be resolved. I am traveling and cannot open another credit card application. I would like to transfer the money directly into my checking account. I will provide Booking.com with my router number, etc. If you could help resolve my problem, it will be most appreciated. My booking number with them is [protected] pin 2812

I own the copyright (trade mark) to a property name. I have been trying since November 2018 to get Booking.com to remove the use of my trade mark from another property's advert. I have provided proof of the trade mark to Booking.com and served a valid DMCA takedown notice. All I received back are scripted messages from customer service asking for more information. Airbnb has complied. Why won't Booking.com?

Booking.com / cancellation money not refunded hotel
I cancelled my accommodation a YEAR before the event as my travel plans changed. On the original cancelled booking date I received an email to say I was a no show and then immediately after I checked my credit card and the accommodation had removed cancellation fees and NOK to AUD conversion fees were also deducted. I called booking.com and complained. The guy BLAMED me for the incident and expected me to call the property in Oslo myself. Are you serious? I told him in no uncertain terms that it was booking.com's fault that this occurred. FINALLY, the guy came back and paid lip service and pretended that he was going to help me and that Booking.com would do everything to get the money returned by the accommodation provider. They have done NOTHING at all in weeks and have not even bothered to contact me again despite several attempts. Booking. com is a SCAM. They stole money off me and they will do the same to you.

I made a booking with Booking.com on 11/02/2019 where I was advised a cost of my booking for a BCN apartment in GBP. (£1150)
I was advised I qualified for their Price Match, which the agent could see on Expedia for cheaper & confirmed they would deal with Price Match separate to my booking. (£1015)

It later transpired that,
1) I should not have been quoted in GBP as my booking was for EUR
2) They couldn't Price Match my booking with Expedia because my screenshots from my mobile App didn's show all the T&Cs of Expedia's price (shock, it was on a mobile app) & I wasn't advised to get the T&Cs because the agent had already verified I qualified
3) The price of my Booking in GBP was inaccurate and much more.

I complained to Booking.com several times where no agent would deal with my complaint, nor allow me to speak to a manager.
I emailed my complaint and it was brushed under the carpet, saying they couldn't listen to the call recordings of any of my calls.

I raised the complaint with European Commissions (which they suggest on their own website). Again, Booking.com responded saying they couldn't listen to the calls but would offer me 50EUR refund. I refused to accept the refund.

I then raised the complaint with Resolver, which escalated to Gillian Tans - but to this date (more than 28 days) I have not received a response.

All I'm requesting is my booking to be the price I was advised on my first initial phone call from my booking which qualified for the Price Match.

Booking Reference [protected]

terrible customer service and faulty hotel, but I'm the one who have to pay - I booked hotel in xishuagbanna couple of months ago, intended to locked down lower price before the festival take place this weekend. i received the confirmation from booking.com right immediately. I contacted booking.com customer service Apr 5, was told that they contacted the hotel bla bla bla and provided us the info. Then I contacted the hotel directly but was told they couldn't find my booking. I escalated to the customer service multiples time within that few days and only today Apr 8, A guy calling my phone saying that the hotel has done some mistake during reservation and they can't give me the same rate. In fact, they ask me to pay the additional fee within 48hrs? else I don't know what will happen, should I pay the cancellation fee or no show or whatever. this is very terrible experience. Don't know what's the customer right. The guy told me you are from Dutch. wonder this is the approach in Dutch?

I was booked in the marigold hotel226 queen street east brampton. The hotel was filthy with prostitute fighting at night
I was unable to sleep so third day morning decided to leave and then booked at the diana-s place 41 lorraine cres, brampton, l6s 2r6, canada you confirmed the booking and took payment - when I got to the accommodation they denied it being confirmed. So I had to start looking for another accommodation which I did and cost me cad200. More.

Make sure I am not charged for it and I want refund in price difference I had to bear and compensation for the first hotel.

How can you advertise such properties.
Both booking were through you. I have been using booking.com for nearly 10 years.

As requested by booking.com, after we checked out, we completed and returned our review of our stay.
It never appeared on their site.
I can only conclude they show mostly-positive reviews only.
This may be good for them and the property.
It is dishonest for the consumer.
I deleted their app and unless I am provided with a convincing explanation I will not use or recommend their service again.

Dear all,

We would like to express our real disappointment concerning an hotel (supposed to be 4 stars and rated 8.5) booked via booking.com, which should be maximum 2 stars and not that highly rated.

Here is a list of the points we would like to bring to your attention:
- No lift and a lot of stairs - definitely not great with big luggages and no air conditioning
- Air conditioning in the bedroom not working
- Television not working
- Some lights and plugs not working
- Safe not attached and not opened - hence not working
- Bad smell in the bedroom
- Toilet not well attached in the bathroom
- Cleaning lady did not come after the 1st night
- Broken windows

We understand this is an old building - however it really needs to be maintained/refreshed and cleaned to provide good experience to customers, considering that is on top an expensive place.

One of the persons traveling had to avoid stairs and after asking the hotel manager, we got a bedroom at the first floor for which we had to pay an extra 150 USD for 3 nights. Having to pay a total of USD 300 a night for such a place and service is really disappointing and frustrating.

We trust that you will act accordingly so that other tourists do not have this kind of experience with that ‘hotel' in the future.

We are also wondering if booking.com protects us as clients, since at the moment of the arrival, our only option was to stay, considering that the booking was not refundable and the hotel manager told us that we could contact you if we wanted, but the money could not be refunded under any circumstance.

Is there any possibility we could get a compensation for these 3 days of vacation which were not really pleasant due to these conditions?

Many thanks in advance for your feedback.

Best regards,
Yoliana Bayona and Gaëtan Lepinois

They declined my booking and did not refund my money. When I email them about it they just don't reply.

This is an extremely unethical company.

Be careful. I also had a situation where after searching for a certain date about 100 times, they suddenly started flashing very attractive deals in front of me for the same date but a different month with strict cancellation policies. They basically wanted me to erroneously book that date and then not allow me to cancel.

I made a reservation at Taj Super Deluxe for the 19th of March to the 21st of March 2019. Confirmation number: [protected] Mrs R Lambrechts.
Upon arrival I had to make the payment for the booking. When I made the payment, I asked the manager about the breakfast. He stated more than once that breakfast was not included in my booking. He even showed me a piece of paper that didn't show the breakfast. I was puzzled because I paid a lot of money which in my calculations included the breakfast. I didn't want to get in an argument and wanted to make sure that I didn't make a mistake. For that I had to get back to my luggage for the complete reservation form. (Payment was made in the dining room, far from the room, in another set of buildings) I kept a lookout for him when we were at the guesthouse, but never saw him again. I send a message to the manager on the day that we checked out, telling him that he made a mistake and wanted to clear it up before we left. He didn't respond and was nowhere in the guesthouse. He only responded an hour and a half later. By that time, we were already very far away from the guesthouse on our way to the airport. He has been sending messages with different reservation costs every time. We have also send an email to the guesthouse regarding the whole problem. It feels like he is not even listening to my complaint. What should I do now? I have been using Booking.com for many years and never encountered a problem like this. He charged service fee and 5% credit card fee on the full amount (room + breakfast). I want a refund on the breakfast as well as a correction in the service fee and credit card handling fee. Please help me.

Long story short, I booked 2 rooms at the same hotel through the booking.com website with both of them on the free cancellation options (Conf# [protected] / Pin# 7779).

However, this week i have had some life events which have precluded me from getting to the hotel without causing a lot of heartache for my family. When i went to cancel, i saw that there was an issue with the cancellation on the queen room in that it was non-refundable which is not the option that i chose. Being that this is generally a hotel policy, i contacted the hotel in which i was told that i would have to email the manager which i did. I did not hear anything back from the manager at all yesterday, but what i did get from the front desk rep last night was that she couldn't find a reservation for me in their system. This prompted me to call customer service.

The customer service peron on 3/19 was actually nice to speak to (even though it was hard to understand her) she explained that it was a hotel policy and that she would need to send an email to the hotel. I understood that part and took into consideration her advisement and waited until this morning.

I send another follow up email to the manger this morning and received a response from the manger that the policies for refundable rooms were set by booking.com and that the hotel abides by those policies. This was somewhat contrary to what i was informed which prompted me to call customer service again.

This time, I received the worst customer service of the year. I explained to the rep what i wanted which was to cancel the queen room but that i didn't want to cancel the king room if the queen room couldn't be cancelled, i would just put my family through trash to get there as $600 is not a small piece of change. The agent acknowledged and during the call she seemed irritated to even be speaking with me. She placed me on hold and called the hotel and came back saying that she would have to email the manager. I said Ok.

Then, before anything else could happen, she cancelled the king room without me saying ok to it. Furthermore, when i stated that wasn't what i wanted the representative copped even more attitude with me. I then asked for a supervisor to which she responded she didn't have one. I then told her that i wanted one and to go find one because at this point in time, not only am i stuck with this room that i might not be able to get out of, but i don't have a fall back plan if i can't get out of it. She placed me on hold for quite awhile. When she came back on the phone she TOLD me (not informed) that i would be working directly with her and not a supervisor and that now i had a king room and the queen room. When i said ok (I couldn't talk through it further) she told me to have a great day (with some attitude i might add) and disconnected the call.

Additionally to the below email that was sent yesterday. I got the issue resolved and had two rooms booked again at this hotel as i was not able to receive a free cancellation. Both rooms were on separate reservations. I had also received a $150 credit from the supervisor as a good will gesture. While I wasn't exactly pleased with the outcome, i wasn't unhappy, just more indifferent.

However when i checked my reservations this morning, all reservations through booking.com had been cancelled. I called the hotel first and they are not aware of any issues. Along with this, I received an email from Axel (a sr rep I am assuming) saying that due to my account status, no further information can be given and to read the terms and conditions. As this does not make much sense to me as a consumer, i called booking.com support who advised that they could not give me any information which makes me think that the reservations were cancelled by him. This is all even though the hotel has already charged my card for the queen rooms.

I am very concerned and confused right now to the point that i am about to have an emotional breakdown as this impacts my family.

Dear Sir/Madam,

I would like to express my dissatisfaction with the failure of Booking.com and the website's system error that was resulted in significant amount of charge of my credit card, and would like to request for assistance with this matter.

The problem is that I tried to reserve a hotel room for 7 days through Booking.com. I checked three hotels that were Hilton Istanbul Bosphorus Hotel, Titanic city Taksim Hotel and Fuga Hotel for the check in date of February 9th and check out date of February 16th but each time that I tried for reservation after I put my credit card information in, the website showed me a red text on the top of the reservation page saying "the room is unavailable" and I could not book any of the above hotels and there was not any payment or booking confirmation sent to me or shown on the screen (we never clicked on any button to finalize our reservation and nothing showed up on the webpage that any reservations were made). Hence, I gave up on booking.com and decided to reserve a hotel by a travel agency and they booked Titanic Down Town hotel for me from 9th of February to 16th and I stayed there for the mentioned period of time.

Unfortunately, when I was checking my credit card account 5 days ago I found that Booking.com has charged me for all three Hotels for the significant amounts of EUR 684.95 on 29/01/2019, for TITANIC HOTELS/AYGUN IS and 356.68 TRY for Fuga Hotel on 09/02/2019 and 4990.81 TRY for Hilton International C Istanbul on 05/02/2019.
I have talked with three customer service experts of Booking.com about my problem but they have just told me to talk with the Hotels directly and I the Hotels obviously direct me back to Booking.com.

As this is Booking.com system error and mistake, Booking.com should take the responsibility to compensate for the cost.

Here are my booking ids that Booking.com's customer service experts sent me around 5 days ago:
Hilton Istanbul Bosphorus ([protected])
Titanic City Taksim ([protected])

Given this situation I would like to request Booking.com ‘s customer service team to take full responsibility of this failure and compensate my cost.

Looking forward to hearing from you soon.

Yours faithfully,

Arash Motaghi

I booked 2 reservations through booking.com and needed to confirm with the hotel (I had selected to pre-pay and the hotel hasn't charged my card yet - after 2 weeks). I didn't have my reservation # on me, so I wanted to look at my bookings online. The booking.com website won't let me sign in - it just gives me a blank screen. I tried FireFox, IE and Chrome. I tried private browsing with the same result. In the meantime, the hotel found one of my reservations, but can't find the other one and they can't help me without that reservation number. This system sucks. From now on, I'm just going to call the hotel directly. If I have to pay more, at least I'll have a confirmed reservation in hand.