Booking.com

Booking.com has allowed ROOM ROOM HOTEL SAPANCA TURKEY to steal my money despite I cancelled for FREE and Booking promised to Refund, However after SEVERAL SEVERAL SEVERAL mails, calls and followup, NO respond and yet not refunded.

Another Issue with Booking BEREKET APARTMENT HOTEL ISTANBUL TURKEY also he stole my money when It was NOT as advertised, IT IS DISASTER and HUGE FAILURE OF BOOKING.COM POLICY, NOT Safety to book with BOOKING.com,

According to your client the villa owner we were to receive our deposit refund on 11th July. After various phone calls being unanswered by the owner we turned to booking.com. Totally being fobbed off with we will call tomorrow or the money will be refunded tomorrow etc.
The Villa was a disaster I have sent Photos requested by Booking.com but nothing has been mentioned about the state of the accomodation booking.com supplied.
ie Villa had curtain rail falling down, cistern not attached to wall, holes in the curtains which were dirty, dangerous electrical connections. The Villa was suposedly called Margharetta no 7 however the name outside was Villa Nora numer 2. Perhaps should have been called Fawlty Towers.
My wife myself and my mother who is disabled paid £750 for this accomodation including a cleaning charge although no cleaning was done when we were there, apart from the cleaning we did.

After months of looking at beach houses in Galveston online for rent, to spend a few much needed summer vacation days with my kids, we get all the way there and after the 5 hour drive, there was someone already staying in the home. Called number on reservation (Reservation Confirmation # 1842.779.673 Pin 2583), and was on hold and since it was later in the day, wasn't sure anyone would answer. Finally reached someone, not even sure if it was booking.com associate or local management company, and no one seemed to understand what happened. So then to prevent my family from sleeping in the car for the night, had to find another property while sitting on side of road. Picked something economical, because frankly, I was not sure if I was still going to be charged for the original booked home. Especially since Booking.com site says non refundable reservation.
So got into a different home, which was nothing like home I rented originally, no view of beach, nothing like what my family planned, it was just a total non-beach house! So then was on phone and email constantly stating how unhappy and disappointed we were about our much awaited vacation to be completely ruined. And basically Booking.com stated, well since you ended up renting another place which was cheaper than your original place you rented then we aren't going to do anything.
I couldn't believe it, they were acting like they did my family a favor by saving us money on a cheaper replacement house! The whole reason I rented the original home was to be right near and in view of beach! They cancelled my original booking for free, which I was grateful for. Plain and simple, Booking.com didn't care they ruined our family vacation!

Yesterday I booked via Booking.com and the price of a triple room with breakfast was 80 euros. But the email of confirmation Booking.com
Numero di conferma: [protected]
Codice PIN: 2496
was 90 euros. I didn't read the email when it arrived. I only noticed the difference of price when I got the receipt from the hotel (they had already taken the money from my card). I told them that the agreed price was 80 euros, and they said that it was a mistake of Booking.com.
I think I made a mistake not reading the email when it arrived. I was sure that it was not necessary, but I was wrong, because somebody had changed the price.

Overbooked at original accommodation. Primero Appartments Basingstoke. Booking.com suggested Stilring House. Even though £50 more, we took Booking.com's
suggestion.

Not very clean and in a poor state of repair (see photos) with a general aroma of ‘wet dog'

In the change of locations I stopped receiving emails and contact from booking.com. So had no info upon arrival and stood outside for 20mins trying to contact someone. Same with Checkout instructions.

Then asked for bedding twice that never arrived and every time except the first time I got through on the phone the number never picked up (see repeated efforts to contact Stirling house)

Shocking in every respect. Plus poor service from Booking.com with lack of communication. No oversight from Booking.com as to the quality of offered alternative accommodation. Which turned out to be worse and more expensive.

I at the very least require the extra money spent refunded. Also would like to see Booking.com looking into the standard of offered accommodation at sterling house.

I do upwards of 100nights per year in Hotels (Marriott Platinum Premier Elite member) and was thinking of using Booking.com more and more in my travel plans. If this isn't handled correctly I assure you I will never return to Booking.com.

I booked a hotel in Victoria, BC on July 18th, 2018. Arbutus Inn on Douglas Street. I was asked to give the hotel a copy of my identification to keep on file behind their desk. I am very unhappy about this as there is no mention on the site that the hotel will ask for personal information to be kept. I have no issue showing identification and they have my credit card info, so not happy about the non disclosure. I know you say to contact the hotel for their policies but in the day of the privacy act I find this practice totally against my privacy. This is an important issue that should be stated on your site if you are going to have them advertise with you.

I booked the Clayton Hotel Dublin Airport for August 1st for my family and paid 143 euro. However I made an error and the the date should be July 31st.

However after realising my error I tried to change but your website would not let me. It said that I would have to forfeit my entire amount. I think this is very unfair as the hotel benefits the entire amount and I am out of pocket.

It is difficult to contact your company to register a complaint. I am a regular customer on your website and have made numerous bookings over the years. If this is not resolved to my satisfaction I will never use your site again and will make my complaint public on social media.

I have already written of my experience on trip advisor

We booked "Hotel ibis Versailles Chateau" on July 8-9 (2018) which is near the train station and the Versailles palace, however, booking.com gave us confused booking confirmation for the hotel name as "Hotel ibis Versailles Chateau" but the actual booking at "Ibis Versailles Parly 2" which is 15 mins bus trip from the main train station. the two bookings made us confused on the arrival and we needed to reschedule for our visit to the palace.

Our booking confirmation number is [protected], and both hotels show up on my phone for upcoming accommodation choices. The attached photo is the messy confirmation details.

[protected]

Hampton Inn has confirmed fees associated with this cancellation is EXCLUSIVELY yours! The provider explained they "would never charge their customers for early cancellation" and recommended going forward to work directly with the hotel. Without informing me of your policy -which makes no sense - exactly what service am I paying or receiving since the reservation has been cancelled and more than likely will be booked by another party? I refuse to pay for someone's stay!

Your policy is robbery and rapes customers of what should be a pleasurable experience. Who would EVER want to use booking.com with service such as yours!

Confirmation no : [protected] PIN : 2368. I was supposed to check in to Art in Accommodation in Rome, Italy on 1st July 2018 between 12 and 8 PM. I got information that my flight will be delayed and i tried to call the hotel that I will be checking in late in the night around 12. They did not respond properly and cut the call. However, i did not lose hope and called the booking.com customer care twice for support and they had a talk with hotel owner and they informed that I cannot check in the night around 12. I asked customer care guy to check with hotel if i can check in the next day morning and the customer care guy informed me that the hotel owner agreed that he will not cancel the reservation and i can check in on 2nd July morning. 1st July night when i landed in rome i got notification that my booking is cancelled . I called booking.com customer care but they were unable to help during that time. So, They said they would get back to me but they never did. I was with my family and I had to book some other accommodation in the last minute.Since, there was hopeless communication from the hotel authorities and cancellation from hotel and helplessness from booking.com customer care representatives, I want my amount to be refunded. Otherwise, I will never use booking.com again

Road trip from Orlando to Antioch, TN on JUNE 30-July 1/ 18. I booked a hotel room at the comfort inn and suites in Antioch Tennessee several days before leaving for the road trip thru Booking.com...I was sent a confirmation text and email saying I have the room. Upon arrival at Comfort Inn & Suites after a 12 Hour Dr.… There was no hotel room booked at Comfort Inn & Suites… They had no record of an email or a reservation made in my name. Needless to say… I am not pleased with Booking.com and probably will never use them again… The clerk at comfort inn said they were third-party and Comfort Inn is not responsible.

Hi

Please be advised that i had three bookings spacious-and-centrally-located-apartment-with-pool-parking in perth

for the period of 23/6 - 25/8 since booking dont allow more than 30 days bookings:

23 June- 23 July [protected] refund received
23 July- 22 Aug [protected]
22 Aug- 25 Aug [protected]

On the phone and through air bnb chat log and through booking we agreed a full refund for the whole stay .
Cancellation for free! U can refer to the booking it self with zero cost!
Since i made a complain that the keys were not there at the checkin time even the lockbox code was wrong.
I have pictures of the empty lock boxes as a proof.
Now the owner has refunded one booking only refusing to refund the rest claiming the key was there!
Please check the refrences above u will see a cancellation for free with zero cost since 24 June and i still didn't get the 2 refunds back!
Can u please contact and advice as soon as possible
Regards,

Do not recommend using booking.com. They assigned a confirmation # and preach if anything goes wrong they will find you "equal or better accomodations". It's a terrible lie folks. They put us in a property that was occupied by an unkowning owner! We walked in on them. Litterally, the lady could have shot us dead. Then the booking dissaster started. They did everything possible to save booking money and cared less about their ptomise of eqaul or better accomodations. Shame on this greedy giant company. They wasted our time, stuck us in a dump extended stay vs a 5 bedroom house and then refunded a pittance as. Compensation. Their customer service is a poor example of empowerment and an example of what customer service should not be. Do your research. Spend you hard earned money with a company that stands behind their promise.

I had decided on the Besakih hotel for my trip in November and reserved it via Booking.com with an email confirmation. About an hour later I receive another email from Besakih saying my card is invalid and to update my details. On checking my booking they had tried to debit my card (I chose pay at the hotel for my payment option). I rang and was told that "100% they had not tried to debit my card." I rang booking.com who agreed it sounded dodgy and they would ring the hotel. They couldn't get a manager.

After numerous emails it appears that Besakih tried to put a hold on the total amount of my 8 day stay to 'validate my card'. I use a debit card and don't usually have that amount sitting on it, thank god. If I did it would have been unusable for 10 days while Besakih held the full amount of my 8 day booking. Booking.com contacted Besakih hotel and asked them to hold a lesser amount for validation, which they declined. Here is what the email confirmation says about payment "You don't need to prepay. However, the property may temporarily hold an amount on the card you provided, just to test your card, and guarantee your booking. This test payment will be returned to you."

I have read Booking.com terms and conditions and nowhere can I find it stated that the hotel may put a hold on the full amount of reservation to validate your card when choosing the 'pay at hotel' option on booking.

Besakih Beach Hotel should not be allowed to do this through Booking.com

I booked a hotel through Booking.com and after emails to the hotel with no response about my enquiries I escalated it to Booking.com who replied with contact the hotel direct and gave me a phone number. They are in Portugal and I can not email them.

I emailed the hotel and booking.com again with no response from either. I now have flights booked and no hotel to stay in. Absolutely disgusted with booking.com

I have used them in the UK a few times with no issues and assumed I would be OK to use them for my trip abroad. how wrong I was. I now need to find another apartment to stay in.

Thank god no card information was given.

I will not being using booking.com again.

I am going to repeat my last message since the theme is things dont get answered quickly.

I had a reservation for July 20-22 Confirmation # [protected] PIN 7314

I found out today this house is not available. This is unacceptable. I spent hours of my time on the phone this evening speaking to at least 6 reps only to get no solution. I asked to speak to a manager and was told thats not possible.

I need my problem resolved. I need a place for my vacation that I booked in january in the hamptons and I need it resolved as soon as possible. This has taken hours already away from my family and job, stress among other things. I have found three homes at a higher rate on homeaway. I need someone to help me find a solution before its too late. This is three weeks away during the busiest season in the Hamptons. I shouldn't have to sacrifice any more than I already have for your companies mistake. I am sickened by how booking.com does business in general and hope somebody can turn this experience around for me so I dont have to take legal action.

https://www.homeaway.com/vacation-rental/p262460vb
Total $8939.00

https://www.homeaway.com/vacation-rental/p949464
Total $7899.00

https://www.homeaway.com/vacation-rental/p4213521
$6228.00

We booked Aparthotel Best Views in Krakow for 23 - 27 June 2018. It advertises 'Private parking is possible on site (reservation is needed). I reserved a space and was told it would be 60 zl a night. When we called in the day before we discovered the 'private parking' is on a strip of land outside the hotel and just off the road and footpaths. We were later told there is CCTV but that's not much help to us if the window is smashed etc. It is not my definition of private and it is certainly not secure. We forfeited the first night's accommodation price which I think is unfair given the parking situation was misrepresented.

16 June 18. 1 night

Booking Ref: [protected].

Rooms 47
Kandanoleou 47, Chania Town, 73132, Greece -
Καντανολέοντος 47 (Χανιά, 73132)

We chose this property because the description was the following (in italics). I know the venetian harbour in Chania and we wanted to stay in the harbour where all the restaurants, cafes, bars and shops are and with the views over the harbour:
‘Originally built in the 12th century, Rooms 47 offers accommodation with views to the Venetian Harbour and the Cretan Sea. Restaurants, cafés and shops lie within a short walking distance. Free Wi-Fi is provided throughout'.

We chose the ‘Double or twin with sea view with a sea view balcony'. We selected the ‘Twin' option given. We booked well in advance and opted for the availability offered. We were very excited. I couldn't wait to get back into Chania Harbour. We only had one night there and wanted to make the most of our limited time and go out in the evening in the harbour/old town and not have to worry about getting back late at night and with a few minute walk back to our room booked. This was the sole reason for booking this room in the Venetian Harbour in the building originally built in the 12th century.

After a 2.5 hour drive (in our hire car) from the other side of the island we found Rooms 47 very easily, drove into the harbour area and parked practically right outside it only to find that the owner ‘Sophia' was nowhere to be found. We spoke to a very nice girl who was in the property who then phoned ‘Sophia' and passed the phone to me. Sophia then proceeded to tell me that she had an apartment for us outside the harbour and it was a solution to a problem. I thought ‘what problem, why is my booking a problem'. The area she moved us to was Nea Hora which turned out to be a good 30 minute's walk from the harbour where we had originally
booked to stay. I was shocked but it was a bit difficult to communicate and we needed to get into our accommodation. She then arranged for a colleague to lead us to the apartment on a moped that we had to follow through dense traffic, which was very difficult and stressful and the guy on the moped kept getting impatient. We reached a distance and was then handed over to a 2nd person on moped to follow. Once arrived, the person on the moped explained to us that it was an over booking of rooms situation. Although the apartment was very clean, the view was a high brick wall, the apartment was a good 30 minute's walk into the harbour where we booked to stay, the keys did not fit the lock and we had to waste time getting the owner back to sort out, it was very difficult to get back to at night after going out, double bed, and difficult to find, no hairdryer or A/C controls to use it (as advertised in the room description) and we did not feel safe. We phoned ‘Sofia' to tell her about the keys and told her that this was not what we booked and we were not happy and wanted the room we booked in the harbour. She panicked on the phone alot and just proceeded to lie and said she was protecting us from noise and the roads were closed in the harbour. We know that she had overbooked/sold the room a number of times. The roads were not closed as we had already driven in them and we wanted to be in the harbour where it was noisy and lots going on.

The stay resulted in so much wasted time for us in talking on the phone, driving through hectic traffic to find a the place we had not booked to stay in, walking back and forth from Nea Hora area to the harbour when we had booked to stay in the harbour. We would like our money paid for this disappointing, mis sold experience back from your Partner. They are clearly running a racket in overbooking their sea view rooms and then fielding tourists out to other properties. Other people have had a similar experience looking at some of the reviews for this property.

Thank you.

Booked on Booking.com on 8 Feb, 2018 for one night (31 May - 1 June 2018) in Brasov, Romania, Hotel Drachenhouse. My Credit card debited by the hotel (not my choice).
We arrived in the hotel late, checked in, left our luggage in the room and went in town. When we came back the alarm was ringing loudly but nobody was doing anything. When we arrived in our room it was full of smoke and big flames were coming out of the kettle. We extinguished the fire ourselves and called the reception. The girl spread foam from the extinguisher on the kettle and said that the cleaning people should have unplugged it but that anyway they were insured. She helped to find another hotel and said that we would be paid back.
3 days later we got a message from the hotel that they accused us to have started the fire and that we had to pay the damage!

Attitude of Booking.com
1. On 1 June I got a "no show" message from Booking.com.
2. On June 1 (same day) I get the following message from Booking.com: "Drachenhaus informed us that during your stay (reservation 1886.974.581 their policies were not respected. In compensation for damages, you owe them 300 EUR. Please make this payment immediately. If you have any questions about these charges, please contact the property directly". We were surprised because the day before the hotel told us the opposite. This means that Booking.com doesn't even ask the customer what happened. They simply relay what the hotel said.
I immediately wrote back to Booking.com that this was not what we experienced. No reaction at all.
3. On June 9 I wrote a review on booking.com and got a confirmation that it was add on the website. But only one sentence was published, the one where I was saying that the receptionist was helpful. Booking.com was just picking one sentence out of my comments that was completely out of the context. I wrote another complaint and my review totally disappeared. No message from Booking.com.
4. On June 21 they finally answered that I had to do and action on the site what I did the same day:
5. I have again introduced a request on Booking.com to solve this question and got the following answer at 1.28 in the morning on June 27:
"Dear Louis Coomans de Brachene,
Hi, my name's Windy and I will be assisting you today. I would have liked to call to discuss your reservation but it wasn't an appropriate time to try reaching you.
We've followed up on your complaint with the property but unfortunately no refunds will be provided in this case. As we're unable to decipher what occurred as both stories seem to conflict each other, Booking.com had decided to withdrawal from the situation.
Please keep in mind, we're trying to be as impartial to the situation as possible.
If you still wish to contest these charges, we urge you to contact Drachenhaus directly - as it is the accommodation, and not Booking.com, that has made the charge in this particular case. The contact details for Drachenhaus are:
Drachenhaus
Phone: +[protected]
Thank you for the feedback you provided as it helps us and the property improve the quality of our services.
If you need us again, we're always here.
Kind regards,
--
Windy R.
Booking.com Customer Service Team"
COMMENTS:
- They write you in the middle of the night and are sorry that they cannot call to discuss!
- They just remove themselves from the discussion and say that I have to solve this with the hotel because I paid the hotel directly (what is Booking.com's choice, not mine). They say that they are impartial what means: It's not my problem, it's yours Mr Client!
- They totally ignore my question about my review that was first misused and then removed.
6. I have answered to Booking.com on June 27 that my point was not to get my €51 back but to inform other customers that this hotel is dangerous, basic safety rules are not respected and that Booking.com should inform their customers of the risk they take when they stay there.

Hotel confirmation number: 1919676855
I booked hótel dyrhólaey in iceland for 2 nights. During checkout the staff told me that I have to pay the amount at the hotel as booking.com will not charge me. Later I saw that I was charged by booking.com just hours before I paid at the hotel I could not check my cc statement due to poor internet so I trusted the hotel and paid.
It has been more than 1 month and my complaint has not been resolved. Hotel told me that they have refunded the amount but I never received it on my card. Booking.com says that they will check with the hotel and if they confirm that it has been charged twice (apparently they don't trust the proves I have provided but may trust just a word from the hotel) they will refund the amount back only on the cc that I used for the booking.in the meantime, I had to block my card and order a replacement due to fraudulent transaction on my card. Now the staff again does not understand how credit card works. I have proven to them that new card number belongs to me but their customer care staff does not understand it at all and are just parrots repeating same statement again and again.. It has been the worst customer care experience so far, waiting on line for more than 30 min every time and getting such useless responses. Highly disappointing!