Booking.com
Reviews and Complaints

We checked into the hotel and our room was not as advertised. The beds we're uncomfortable, the bathroom was very small and the tub was dirty with mold and other unknown substance. The curtains had hole which allowed people on the outside to look in. We were so descusted we checked out after our event, Big Smoke Miami was over at 1030 pm and drove home. We complained to the hotel staff who pretended they didn't speak English, but they spoke English when we checked in. I cannot believe you would support a hotel like this, especially when there were several complaints of bed bugs, which I didn't find until the day of our trip. I would like a full refund for the room we never used. I hope booking.com thinks more of their customers than to let this happen. Your response will dictate my future booking with you company.

Jerry Bevan
Confirmation # [protected]

I made a reservation for a property in London through booking.com on 3/13/18 to check in on 3/14/18. The morning of the 15th, I received a notification from my cc company of a questionable charge. The charge was for a black cab (GETT) in London, which I have never used. I notified booking.com about this and at first they sent an email explaining their payment policy. I tried a second time and told them my cc info was stolen either from their site or at the property. No response. The 3rd attempt to contact booking.com basically told me that someone got into my cc account with my password. I hadn't logged into my cc account or used my cc in about a week so I doubt that was the case.

I had to cancel my cc and have to figure out how to get a replacement since I am traveling for school the next 2 months. This has been a huge disappointment and an inconvenience to have to borrow cash until I get this resolved. At this point I would like my money back for the hotel. Reservation # was [protected] for the Oxbridge Apartments. After googling booking.com, it seems like this has been an ongoing issue.

I was traveling turkey last 10 days. I ranked as genius (frequent traveller) and I booked total 4 hotels from booking.com 4 out of 1 I had very bad experience. Booked date. 7-3-2018.
room was not clean at all. area was smelling, very bad location. decent guys can't stay there. no lift, and room was showed 3rd floor. with no lift. and very tiny steps. I don't understand why people gave 7.5 rating.
it was non refundable room. I booked 2 rooms for 3 days. I lost all money.. 229$. this is. more over staff showed me such a crap attitude. I can't tolerate that. as like we went stay free there. hotel reception from the room almost 100 mtr difference. rooms given other building. really disappointing.
if booking.com find a solution for this incident. I will never book again.
Hotel Name. (Taksim Trend Residence)

Nishad Mohammed.

this is a total scam, do not believe it for a second. they want your credit card number, act like you will get the lowest price, the problem is the hotel provider. The hotel provider has a different crediting system no refunds, sorry that is the way it is.

I called booking.com, leave message after message, no return calls. Please do not use, you will be very disappointed, I had to pay for the entire stay with no refund. I cancelled 6 days prior to check in. I learned that booking.com is a bs company do not trust their bs talk of the lowest guarantee.

please do not use and stay away. they are totally rip off company.

Booking Reference: [protected],

I am writing to you to raise an issue about Online travel agent at Booking.com on February 27th, 2018.

I was your loyal customer for many many years. As a proof you may even take a look at history of my bookings. I'm a very frequent traveller. I enjoyed booking.com conditions most of the time. Even when some reservation services provided me with a slight cheaper rates than booking.com, I would still prefer booking.com

But this action from your side, affected me in a very negative way

It is very wrong to make a mistake and not to admit it. But it is even worse to try to justify it with wrong things, such as "discrimination protection". It sounds even funnier to hear it from an employee of a such reputable organisation like booking.com

Being honest with your client and being professional can not be treated like a discrimination by anyone. Regarding gay issue, I beleive that every person on earth should have freedom regarding his/her own sexual orientation, and no one is allowed to limit it. There are many very talented people among gays and lesbians.

The mistake of responsible employee of booking.com, was that they didn't inform the client in advance that hotel is gay-friendly. I beleive that it is more important issue than photos of the room, or information regarding hair-dryer availability, ot how many square meters the hotel room is etc.

Gay-friendlyness of property is an important matter which should be disclosed by booking.com prior to reservation. I'm very unhappy with the situation, and especially because of damages that this caused to me. I have asked your employee for compensation, but the call was dropped. I understood that booking.com employee is looking for ways to defend itself by any matters, and that's why such a non-sense as "discrimination" issue as a justifying one was mentioned. It can not be reason to hide the information from client, the client has a right to know this, because, mother Earth is populated with billions of people with different cultural backgroungs, and not knowing this information (hotel being gay-friendly) may hurt their feiling in very serious way.

I understood that besided saying sorry, and justifying its actions by mentioning "discrimination" booking.com employee has no other intention to compensate this, I will seek opportunities to compensate this matter by myself.

I would like to keep the booking, not cancel it. I'd want booking.com to compensate me damages.

I look forward to a prompt response.

Please reply to my email: [protected]@gmail.com

Yours faithfully

I have booked two nights in a hotel in Tenby on the 2nd and 3rd March but we now have code red not to travel as the snow is so bad. I rung the hotel about the weather but was told I still have to pay the £95 Cancellation fee.
Is there any chance this can be changed as we have been told there is a severe weather warning and not to travel.
Our car insurance is void if we was to travel in such severe weather and as an act of goodwill I was hoping The Park Hotel Tenby would be lenient with this.
I have asked if we could 're arrange to another date but was told no.

I have been a member of booking.com for so many years and I am so satisfied with all your services.
My only complain is because you say that for every dollar expent in booking I got milles in Latam and I never got ANY
i thought that you have my Latam number because is the same as my id card
My name is Fanny Moncayo, my id is [protected] and the Latam number is the same preceeded by a 9 in the begining and a 4 at the end.
FANNY MONCAYO [protected]
If you check my profile I have more than 8 reservations with you and I wll appreciate if you can applied those miles in my account.
thank you soo much
Tanny Moncayo

Booking.com is a disgrace at the moment. They seem to allow libellious comments on their site. A property next to a family members has started operating as a B&B. (104 Wrexham Road, Whitchurch, SY13 1HT). Now the verbally abusive owner of this B&B, allows her guests to trespass onto the neighbouring property, being 102 Wrexham Road.

On the evening of 16th Feb 2018, cctv outside 102 captured a gentleman guest from 104 on the grounds of 102, looking in various cars and loitering about on private property.

Due to the amount of break in's and theft in the locality recently, 102 asked what reason there was for the loitering. There was no valid reason as to why he was looking in vehicles outside 102, and so he was politly asked to leave.

102 have to put up with every night, trespassing, verbal abuse from 104, and damage to vehicles.

When the said gentleman left a review, 'Brendan', made a defamatory remark against 102 Wrexham Road. Booking.com seem to find this acceptable. It is completely untrue, and the CCTV evidence confirms this. We reserve the right to ask people politely to leave land they have no right to be on!

102 welcome guests to our town, however booking.com should not allow neighbouring properties to be bad mouthed when they aren't even relevant to the property..

Solicitors are aware, but it shows how much booking.com follow their standards, and are writing to the occupier of 104 again, but as she is already making defamatory comments on facebook, and other sites, its a shame to see it spread further.

https://www.booking.com/hotel/gb/104-wrexham-rd.en-gb.html

Hello all,

I recently tried to book a hotel room for the night, at Booking.com (see below link), around 11am on the 20/02/2018.

https://www.booking.com/hotel/gb/guest-house-ellipse.en-gb.html

Hidden in the fine print on this page is a £20 'service' charge, and an entrance charge of £0-£50 depending on check-in time.
In my case that would be an extra +50%-+175% cost, on my £39 room.

The fine print is 9 screens down from the top of the page, making them very hard to spot.
In particular there were adverts of nearby attractions between the fine print and the main price, which suggested to this user of the website that there was no fine print (working on the assumption that fine print is more important than attractions).

The hotel refused to cancel the booking when my attention was drawn to these fees, with a cancellation fee of 75% of the original booking cost (which booking.com did manage to bargain down to 50%).

This has damaged my trust in Booking.com's prices, since there are other hotels around the £40 price point in the general area, which I would have gone to if I had easy access to all the facts.
Booking.com also refuse to let me make a guest review to warn other customers of these hard to find fees, if I cancel.

My desired resolution is to get the fee for the cancellation back, and be able to make a review warning other booking.com users of the fees in the T&Cs.
The booking number is [protected].

Best Regards;

David F

I made a booking in July for the Townhouse Hotel in Miami. I was unaware that my credit card had been the victim of attempted fraud and blocked for online activity. My booking was accepted and I looked forward to a stay at this lovely hotel where I had stayed before.
A while late I was sent a new card with a different number and didn't even consider that I needed to amend my hotel booking details.
I picked up an email from booking.com at 7 00 pm that day before I flew to Miami telling me my booking was cancelled. I then had to hastily arrange alternative accommodation in Miami, which I did, albeit in a much less salubrious hotel.
Why was I not given the chance to resolve the situation, which I could have easily done? you had all my details including my phone number.
My whole trip was nearly completely messed up becuase of this. I spoke to some other people who had the same issue regarding a credit card but were called by their booking agent and were able to resolve their issue.
I would be interested to hear your comments about my experience and what you propose to do to regain my confidence in using your "services" again.
Andrew Elburn

I double booked the hotel reservation for my upcoming trip because there was a glitch on the website that I got a blank page after I submitted my first booking request. When I realized the mistake and called the customer service for refund for one of the bookings. They first refused to admit sth. was wrong with their system then the manager (called Abdel) of the customer service started to INTEGRATE me by asking various of questions to put the fault at me. When I pointed out that he should not try to put words into my mouth as that did not help to solve the issue. He responded back "when did I say that I am going to put words into your mouth?" I have never ever encountered anyone who is that bad mannered and unprofessional. I have to say there is also discrimination in this case. As the manager knew from my accent that English is not my first language, that's why he could be so rude by saying the above. I will never recommend anyone to use this website!

I have make few complaints about copyright on booking.com but seems booking.com not paying any attention. One of condominium unit owner using condominium name to sell her unit on booking.com site and customer though this condominium is as a hotel apartment. It's happening in Bangkok. the Condominium name is Diamond Sukhumvit, located at Sukhumvit Road, Sukhumvit Soi 48/3. We urge booking.com to remove this Diamond Sukhumvit from their site.
If it's can't solve by Booking.com, Diamond Sukhumvit management team will take legal action.
Hope Booking.com will solve it as soon as possible regarding copyright issue.

I booked a homestay in Malaysia through booking.com in Dec 2017. The unit was horrible and I complaint to booking.com and asked for compensation. However this is the reply I got :

' Dear Hy Lee,

Thank you for choosing Booking.com.

We are writing to you regarding your reservation [protected] at Holiday Homestay Penang @ Batu Ferringhi, check-in date 2017-12-12, and check-out date 2017-12-14.

We have further reviewed your photos and we agree that you should be given a better compensation. We would like to offer you monetary compensation and refund you 140.00 MYR. Please confirm your acceptance of this offer by replying to this email, and we will arrange the refund as quickly as possible.

Please understand that the conditions of the accommodation are beyond the controls of Booking.com. The accommodation is solely responsible for the upkeep of the place. Currently, this is the best offer that we offer to you as compensation.

In future, we recommend that you carefully read the reviews of the property and do take note of the review score of the accommodation that you will be booking so that you can manage your expectations. Currently, the review score of this accommodation is 6.4 / 10.

If you are adamant about seeking a full refund, please contact the accommodation directly.

We sincerely apologise for any inconvenience caused.

Please feel free to contact us with any additional questions.

Kind regards,

--
Suffian Sani
Booking.com Customer Service Team
Kind regards, '

She seems like saying the fault was my?

I have been charged an exorbitant amount on my credit card for a hotel in Amsterdam.

$588.00 has been charged to my credit card for a hotel in Amsterdam on the 27 Dec.

On the 27 Dec I was in Sydney Australia.

I have never been to Amsterdam, nor will I visit any time soon.

It was a Go Mastercard credit card.

27 DEC 2017 HOTEL ON BOOKING.COM AMSTERDAM NLD, $588.00

Please rectify this as soon as possible

On 18 December 2017 I booked for vacation at Mount Sheba a Forever Lodge 3-star hotel for the dates 19th to 21st December. The system generated wrong dates after making a payment of R4250. And subsequently tried to change to correct date and declined. i tried several times until i cancel the application. I need a refund, this was not my fault and its insane to pay such amount and claim there is no refund . Please arrange for repayment.

Confirmation number: [protected] PIN code: 2587 녆

Cancelled

I booked for a total of 5 persons, from January 12-15 for a group (5 rooms). I received confirmation on the reservations, then an e-mail of the credit card update, informing the hotel is waiting on the 12th January for the guests arrival. Only to found out that our confirmation / bookings are not in Rose Rayhaan by Rotana (Dubai) hotel's system! The hotel updated their system with our booking just right there and there, able to accommodate only 2 guest and no longer available rooms for the 3 guests. The guests were exhausted and could have taken rest, instead were forced to find another hotel to accommodate them.
booking no.: [protected] and [protected]

This is the third time Booking.com has completely lied in their ads about property they book. We were devastated when we arrived in a hideous room in Rio Maggiori Italy, with no electricity a dirty shared bathroom and bitten all night by bugs. We paid a higher than average rate for what was advertised as a room with a large balcony overlooking the ocean (which was also supposed to be "steps" to the beach) and instead were led for half-an-hour up a high hill into a tangle of bushes and dark overgrowth to find what I think was a storeroom. Second time we arrived in the middle of the night and were told that our dogs were not allowed to stay even though it was advertised as pet friendly by Booking.com. We spent hours going around looking for a room and finally found one a town away at 3:00 a..m This time they advertised a hotel in Fox Hills as Culver City even showing pictures of the center of town as if that is where it is located and naming all the places "nearby" . Not even close, its probably a 20 minute drive to Culver City. Further they advertised "parking available" but neglected to mention that it's $26 per night. Also it said the room came with breakfast but when they sent the confirmation it added that breakfast would cost $13.75 per person. What a scam!
I was actually unaware that I was even using them because I had logged onto Kyayk and didn't know that I was transferred to their site. I will be more careful in the future to avoid them and warn others to avoid them too. There are other travel booking sites that actually advertise accurately so you are not overcharged for shabby rooms in far away or dangerous areas when you think you are getting a nice room in a nice area with the amenities they say you're getting. They are a bunch of crooks. Beware.

I made a booking for Hotel with Booking.com. I arrived to Hotel Horizon Abuja Nigeria on December 17 to spend 3 nights. the reception said they had no record of my booking. i presented a copy of my reservation. They declined to accept and went on to charge me double the rate. Booking.com are impossible to communicate with and i was left with no hotel that first night. I was furious and would never again make any reservations with Booking.com

I got my confirmation of booking via email on the 28.11.2017 15:59 from booking.com:

Buchungsnummer
1309.307.926

When I arrived at the hotel they told me that the hotel is fully booked and that they can't give me a hotel room. They also said that booking.com was giving by mistake to me this confirmation?
It was too late for me to find another hotel as all were booked so I was screwed this night.
I was more than angry about this and I will never again book through booking.com.

Thanks booking.com!

I booked from 10 to 30 january via booking. In summit hotel .
Confirmation number :[protected]

I had a free cancelation booking before 8 january and i found surprisingly the hotel charged me today 6th of january 249 dirhams? The conditions of the reservation was to pay at property and the credit card was to ensure that i will pay. Plus i was guaranteed a free cancelation.

I canceled the entire booking later on thinking something went wrong, and sent them an email asking for a refund. So they answered that they have the right to withdraw one night! This was never mentioned in the reservation, plus i wasnt asked before they use the credit card!
I find this totally unacceptable
I made another reservation as my visa has the info of the hotel
Kindly advice and i would like to have my money back
Best regards
Nirmeen el sayyad