Booking.com

For my return to London from NY I received an email from Booking.Com

Booking.com sent me an email last minute stating they were unable to process payment directly to the airline for my luggage which meant I had to pay additional buggage fee to the airline in turn booking.com would refund me. It’s been over 2 months and I haven’t received my refund. I’ve called booking.com several times, raised a dispute form on the company website and still nothing resolved nor have I received any status on the dispute resolution form I completed.

Hello,

I've booked a 5 nights stay (28 Oct. to 2 Nov. 2023) at The Park Hotel (64, Belgrave Road, Westminster Borough, London, SW1V 2BP, United Kingdom), confirmation #[protected], via Booking.com, for the total value of 920€.

The purpose of my trip was to visit a friend who lives in London.

One day before the intended travel, I was informed that my friend has tragically lost his father in the current Middle-East war. Needless to say I had to cancel the entire trip.

I've requested the cancellation of the reservation on Booking.com, via the online form. Having not received a reply, I contacted Booking.com by phone on 27 Oct. evening. I was informed by their agent that they will contact the hotel, and that the hotel "will do the necessary".

Minutes after, I received an email from Booking.com explaining that they approached The Park Hotel on my behalf to request the cancellation, and that the accommodation is unable to make an exception in this case, and I will be charged the entire reservation fee, i.e. the whole 920€.

I have contacted the hotel directly to explain the situation, but they have reiterated their refusal to cancel the reservation, or even part of it.

Considering this is an Act Of God, I believe I should be reimbursed, at least partially, for the reservation.

Let alone enforcing the legal aspect of an Act Of God, I estimate that a human understanding of the tragic situation should be taken into consideration.

Dear Sir / Madam,

I am writing to you to raise an issue about: Online travel agent

The issue that I have experienced was: Dear

Sir/Madam

I done this villa booking in morocco they provided me with the contact details to get in touch to arrange for key collection this user is registered as English speaking before 3 days of arrival I contact the site for key collection and try to arrange a meet up time I ask if I can do early check in the contact agreed I ask for the fees they didn't tell me anything few hours before my arrival the site contact ask me I have to pay 1600dhiram which was nearly 1 day extra price I advice I will come on my normal check in time the contact refused and said I have to pay this extra money as her son is sick I couldn't understand her because she speak Arabic only and I ask my wife to speak with her she started to abuse my wife on this I message her that I will complaint about this to booking.com and on that she advice she had already cancelled my booking and wont let me in that house when I came back for 2 weeks I complaint about this to booking.com and I also have screen shot of conversation but they refuse to refund me my money

It occurred on: 01/10/2023

This meant that my £408 and my day wasted

i just want my money back

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 email address.

Yours faithfully,

BILAL SARFARAZ

Booking Reference 4037.535.605

3796

37 Lansdowne Avenue,

Slough Berkshire

sl13sg

K5H19JG: easyJet flight EZY2264 was cancelled on the 3rd of July 2023 and the booking was made through booking.com, i spoke to booking.com about the cancellation which was made by easyJet and booking.com had not been made aware by easyJet that it had been cancelled, well that's what booking.com told me on the phone.

i was advised i would receive a refund for the flight that had been cancelled within 7 to 14 days once booking.com had received confirmation from easyJet that they had cancelled the booking of my return flight from Krakow to Manchester. well its 31st October 2023 and i have confirmation emails that i would of received my refund going as far back as June 2023 and to this day i have not received a penny back in the form of a refund i have gone to seek legal advice and I'm going to make a claim at small claims court as easyJet have stated that they have sent the money back to booking.com and when i phoned booking.com for a transaction id to confirm that they had refunded me they could not and would not provide me with one.

Boooked flight ticket for Madurai to HYDERABAD Indigo flight departing at 3PM

today(28/10/23) at about 21:20. Paid through SBI credit card. .

But till now , i have not received the confirmation mail. Please help me. I could not find the MY BOOKED TICKETS option in your site.Please attend to this immediately.

my mail id is [protected]@gmail.com and mobile is +91 [protected]

I showed up at Glasgow airport Europcar to pick up my rental car on Sept 8th.

The agent requested an additional 500 GBP in extra insurance even though I had purchased additional 3rd party insurance and I had an additional $85,000 coverage on my ins card. The agent stated I needed 100,000 GBP of coverage.

I immediately cancelled and went to the next car rental agency.

Europcar said that Booking.com had my money and they could not return it.

Booking.com have made all kinds of excuses so as not to refund me my money

I booked flight from Durban South Africa to Lima Peru

Passenger: Sartorius Kurt Mr

Booking ref: WJGKFK

Ticket number: 118 [protected] - 82

FOID: PP111111

I have been trying to change return date from Dec 5 to Dec 8 but Customer Service in UK insists I must go to airline company who issued ticket

Issuing office:

TAAG CONTACT CENTER ANGOLA, LUANDA

Telephone: +[protected]

Date: 19Jun2023

I live in south africa and cannot contact a local Booking.com customer call center in South africa. My daughter has spent an hour on the phone with UK customer services

I clearly paid GBP 112 for flexible ticket option, why cant I manage booking online?

Hi Good evening,

My name is Rene Llanto I had reservation for 2 person at the Crown Plaza Auckland, an IHG Hotel from October 21 to October 23 when I booked online tru booking.com I didn't receive any deduction in my account I was thinking there is something wrong in my account. We decided not to for check in for the past 2 days there is no payment has been made. Today October 23 I was surprised I received a SMS amounting of NZD 505.47 deducted in my account I called right away the Crown Plaza Hotel but the guy from the reception told me that Booking.com didn't pay the Hotel.

I would like to ask help if possible, to get a refund or I will use the payment for check in instead. I tried to called several times the customer service but no one is picking up my calls.

Please help me to settle this matters.

U can reach me in email at [protected]@yahoo.co.nz / +[protected]

Thanks a lot

Hello,

I canceled the reservation I made below on September 16, 2023, from booking.com on September 17, 2023.

Cancellation conditions included the right for Free Cancellation until July 8, 2024.

Than I cancelled this reservation,

The relevant Hotel debited 45,212.00 Turkish liras from my credit card for 3000 BGN (Bulgarian leva) on September 17, 2023, and the money was NOT refunded after the cancellation.

I request my money to be refunded immediately.

I can't send a message to the hotel from my account right now. The hotel does not appear in the messages section.

I have attached the following information:

Annex-1: I can not send message to the Hotel in messages section in my account. Also can not send message to Customer Servise (Its disabled)

Annex-2: Hotel reservation cancellation information

Annex 3: Credit card statement

Annex-4: Credit card Statement Transaction Detail 3000 BGN = 45212 TRL exchange rate: TRL/BGN = 15.07

Reservation Hotel Name: VILLA RILA BOROVETS MOUNTAIN

Reservation Confirmation Code: [protected]

Pin Code: 4868

Reservation Date: 23 JULY-02 AUGUST 2024

I'm waiting to hear from you... You can also call me on my mobile phone below.

Cemal Balkan

Mobile: +[protected]

It seems that I am the last victim of lisapartment98.

I booked an apartment on booking.com on the 19th of october. The owner asked me to confirm reservation via Telegram @lisapartment98. She sent me a link to pay on booking.com payment platform (I have the screenshots). I proceeded to the paymen, she sent me another message to inform me that the payment was "HOLD" and that her bank needed a screenshot of my credit card (I blured information).

Once I have proceeded to the payment, I tried to contact her but I have no reply...This morning I can see on my bank account that my payment was sent to Cyprus...

I have called booking.com costumer service but thay asked me the reservation number that I never received...just crazy...they confirmed that I have no reservation.

So far as I can see,(previous posts) BOOKING.COM was perfectly aware that lisapartments98 was a scam and they did absolutely nothing. Just a shame..

At the end I lost 1023 euros.

I was charged the correct amount from the hotel but on booking.com I was quoted in GBP and, although the conversation rate was correct, due to being charged in BBD (something they did not tell me they would do) I was charged a currency conversion charge from my bank.

Had I have been informed of this, I would have not paid the 50% in advance as this is supposed to be fully refundable but if I were to cancel I would be left with the conversion charge and probably charged again.

I spent an entire morning on the phone to them and received very poor customer service.

After lengthy discussions about me being charged a conversation rate from my bank - when I was quoted in GBP- I was asked to send proof but I sent proof of this twice already, I can not send this in the form of a bank statement as I will not get a statement for another month and it will not state the reason for the charges as bank statements do not do this.

I have made several calls and was initially told I would be refunded once proof was received, I sent proof and was then told I would not be refunded. Furthermore, if I were to cancel the reservation I would not be refunded the bank charges as these are not included in the price.

I spent 1 hour 11 mins on the phone to one person who was trying to resolve this, I then got cut off by a manager, I did not get a call back, a customer service rep was rude to me on the next call I made and he then hung up on me.

I called yet again and am yet to find a resolution and have been on the phone for over one hour so now I have spent over 2 hours on the phone to booking.com and am left with bank charges for currency conversion which booking.com refuse to take financial responsibility for - despite the cost being advertised in GBP.

They have now offered me internet £25 and only given me £21.75

I feel I have wasted time and money on booking.com and got shockingly bad customer service- this is not the same service as what booking.com used to provide years ago, it was once a very good service which is why I used them frequently, something I am apprehensive to do again as this has left me upset and out of pocket.

My money paid for my accommodation has been refunded from the manager of the accommodation to Expedia then to booking.com.

It should then have been refunded to me.

I have not received it yet. It’s been weeks. The accomodation was disgusting and we were unable to stay. We had to pay elsewhere. Everyone has agreed to the refund and booking.com has my money but has not transferred it to me yet. There have been countless emails and phone calls. The matter has been escalated but still no refund

I am complaining today in relation to an ongoing issue with a recent stay booked through booking.com. I have used booking.com for a long time now and a Genius member level 2 (almost level 3). I booked a hotel to stay in, in Newcastle for 2 nights. I opted for the "pay at property" feature as I also do. On arrival to the hotel I paid by card at the property. We then arrived into our room which was awful to say the least. I wont go into to much detail on the room as this isnt what my complaint is about but for context we had 2 nights booked, paid for 2 nights, but only stayed one. After our terrible night in this hotel we quickly booked another hotel through booking.com for the second night. In the meantime I had contacted the hotel to see if they would refund us for the night we weren't going to be staying and they informed us to contacting booking.com. I straight away called booking.com and asked them if we could be refunded for the night we weren't staying. They contacted the hotel, to which their response was - of course - no. Booking.com as a gesture of goodwill to us paid us £15.00. We took the hit and were just glad to not be staying there again. Following this I noticed that the hotel had marked out stay as "cancelled" on the booking.com reservation. At the time I didn't think much of that. A few days passed and I noticed that I had been charged a second time for my booking at the Clifton hotel but this time directly through booking.com. I called up the customer service line, and this is where things start to go down hill. I explained to the advisor that I had paid for the room already when we arrived at the hotel, and I am not sure why the hotel have put us as cancelled when actually it wasn't cancelled. We had paid, and we just chose not to stay. The customer service advisor just did not understand any of what I was saying. The advisor told me that because the booking was cancelled and I didn't show up to the booking this is why I was charged. But I did stay, and I had paid. He then carried on to tell me that they are quite within their rights to charge me for the two night even if I didn't want to say. But again, I had paid for both nights on my arrival. I then ended up having to send proof of 2 payments to booking.com. Once this was received another customer service advisor informed me that my evidence was acceptable and that they would be processing the refund. He told me that it would take 7 - 14 days to arrive back in my account. 14 days passed and I still did not receive anything back. I called the customer service team, again, and was told on the phone that the hotel had made a claim that I in fact had 2 reservations with the hotel, which is why I was charged twice. This of course is a lie, and is the hotel simply trying to keep the money. The advisor explained she needed to contact the hotel and ask them for proof of the reservations and she would come back to me. After another week had passed, and I had still no information from booking.com I thought I should check the status of my refund. I called the customer service team again, and asked the lady to read through the notes to save me having to go over the same ground. She read through the notes, only to tell me that the refund had not been accepted and I needed to send proof of the transactions. I have already sent 3 images. One of my bank account with the purchase at the hotel, another from booking.com and a snip of my bank statement. I explained to the customer service advisor that this has already been accepted and that I just need this to be processed. After the advisor reading the notes again, she came back to me and explained she needed to contact the hotel and find out if they can provide evidence of 2 reservations. This had already been done, over a week ago, by her colleague and they have not responded to them. She proceeded to call the numbers on the website, to which both went to answer machine. I was then informed I had to wait another 24 hours for them to respond. I have been informed on so many occasions that I will be receiving a refund and this whole process feels like it souly relies on the responses of the cowboy hotel they have on their systems. Its quite clear what is happening here. Its also quite clear I did not have 2 reservations. I have been waiting for over a month to receive this £75.60 over payment and to be quite frank its completely unacceptable.

I booked a trip through booking.com back in august 2023 in Broadbeach Queensland.

The accommodation was paid in full. When we got to the accommodation the apartment was dirty and uninhabitable and should have had 2 beds which it did not. We stayed one night as there was nowhere else to go.

There were no more rooms available, so we had to go elsewhere.

The manager at the accommodation has refunded my money to Expedia who has refunded the money to booking.com.

I have been waiting for weeks for my refund.

The case has been escalated at booking.com but I'm still waiting. All documentation has been provided showing all monies have been refunded by the other parties.

We were unaware of this guest house was a no breakfasts for £374 for a room also no landlord or any one were to greet us we had telephone them to get codes to open our room to get keys guest house had scaffolding was up around the main property door was broken plus 2x adults were smoking weed outside the property which we where not aware of this I thought it was illegal to smoke weed on property plus we checked the room out found curtain with burn mark on it plus we also found an empty bottle of meths plus 2 x times hair brushes left on floor plus the main door was not in a secured environment we had to go to my family house to sleep has it was not acceptable for the health of my disabled child plus wife had asthma there was no hot water when we tried to get a shower before we left has it was unacceptable when we turned up to see if anything else has changed but it got worst with the door being kicked in so it was a security risk plus health and safety plus there fire certificate was out of date from 2022 they was a night we stayed for when fire alarm went off and no fire engines turns up landlord was called ref fire alarm and there answer was (cant here it) took 45 mins before they turned up with out an apology he just walked in turn the alarm off then drove away so we then decided to leave has it was not safe for my family to be in that environment I have got evidence -

I booked my flight via booking.com on August 28th, 2023 (Confirmation number: 40-[protected]). The flight was canceled by the respective airline (Kuwait Airways) on Oct 5th, 2023. On approach, they made it clear that booking.com would be the only people whom I should contact for any query.

Now booking.com is not providing me with another ticket with an alternate airline. And the said airline has no other flights around my travel dates.

After talking for an hour their representative, Sai Salunke, said multiple times that booking.com does not provide alternate arrangements with other airlines. Their only resolution for a ticket booked well in advance, canceled by the airline so late that the ticket prices are now doubled, is a refund. It means that they are engaging in predatory policies by making the customer pay for the heavy difference in ticket prices, without providing any support for any kind of alternate booking.

Moreover, there is no supervisor available to resolve the issue. The sad part of such companies is that they have transferred customer service to Asian nations, where the state of customer service is very irresponsible. This makes it even harder to receive a satisfying resolution.

It leaves me wondering:

What kind of travel agent would not help their customer by making alternative arrangements?

What kind of travel agent would keep working with an airline, which cancels tickets on their own, and does not provide complete knowledge of this to their customers? These things should be mentioned on their website in bold by clearly stating how many times (a percentage) a particular airline has canceled their flight and what happens in such a scenario (i.e. no support is provided by booking.com and that the customer is on their own).

Hope others learn a lesson from it and never choose booking.com for their travel needs.

I booked a car in Rome, Italy with Europcar through Booking.com. I also rented a baby seat for my 6-month-old baby because they offered the option. When I arrived at the rental point, Europcar stated that there were no baby seats left and told me that I could cancel my reservation if I wanted. I canceled the reservation because baby seats are mandatory by law and unfortunately I had to rent from another company with a higher price. Later, I realized that my money was not refunded and I explained the situation in correspondence with Booking.com and Europcar. Europcar states that the money has not been transferred to them. Booking.com persistently refuses to refund my money. They use the contract we signed between us as an excuse. They say that 3 days rent is charged for cancelations in the last 48 hours. If such an option is offered and I have budgeted for it, this must be provided. It is a reservation that I canceled because my situation binds the law and it is mandatory for me to cancel. Even though I said all this, they still insist on not paying. As a result, Europcar directed me to cancel and I canceled my reservation. Booking's representative there is Europcar. The contract between us has become invalid due to their misguidance. Booking.com should urgently reverse this wrong policy and refund my money.

I booked with Bayside hotel and Self catering based on their advertising of what the place looked like on your app booking.com for my son and 3 other young gentlemen that had to find accommodation for a gala they were attending.

On their arrival the place that they arrived at was NOTHING to what they expected to arrive at based on the website. They were shown to a room and in passing the person that showed them the room said that there would be a party held so a lot of noise. REALLY. My son then said no way not satsified. They were shown to another room and the door was loose. It was not a self catering apartment as booked only a microwave.

Sorry I want a refund of funds paid to them as this is false advertising. Looks nothing reputable from the photos sent to me by my son. They reviews are definitely nothing to go by. How 8.1 is a rating. Have no idea.