Booking.com

I had recently terrible experience with booking.com. I booked 6 properties for my vacation in Europe via them. They advertise that you do not need to pay in advance but 3 of them charged me the same minute I booked, 4th one took deposit of 100 CHF out of 135 CHF advertised.
I had issue with 4 of them. The Generation YMCA Hostel in Basel closed the kitchen in the morning without any notice so I could not get my food so I was without food till 3 p.m. when I arrived to Munich ( I had 3 trains and one bus to change with short connections). Neither the hostel nor booking.com gave me any refund.
Hostel der Athleten in Garmish did not give the card for free public transport which gives every hotel in Garmish so every time I paid in bus. Not mentioning that they first provide you service such as using their washing machine and drying saying that it was for free and then charge you. One night I slept in the hall without any linen because they put me in the room with 5 young men.
I booked Paradies Apartment in Arosa because they advertise it as sale for 180 CAD (CHF135) for 3 nights in big font so it showed up in my filtered search with max of 60 CAD per night. When I was leaving hotel they charged me on top of deposit of 100 CHF additional 152.40 CHF which total to 252.40 which exceeded the initial price nearly twice threatening that otherwise they would charge the rest from my credit card claiming that 117.40 is a cleaning fee for 3 nights of staying.
I booked on 5th of July Holiday Apartment Lisbon which booking suddenly cancelled on 29th of July when I was in Europe. I sent emails demanding to give me similar property but never received any response, so I had to buy SIM card in Europe to make the new booking. When the money were refunded on 30th of July I lost 6.5% from the sum paid.
When I called booking, com they referred me to properties claiming that they do not bear any responsibility (not saying that you have to wait at least 20 minutes to be connected. They never responded to any complaint which I sent them right away. They said that I had to solve issue directly with the property, and properties addressed me to them.

Booked online accommodation which in the advertising was really attractive and nice.

On arrival it was the opposite. The owners uploaded pictures from when they bought the property and several years on have let it run into disrepair. Overgrown gardens, peeling paint, rotten windows etc. WIFI advertised but not available and the entrance drive with large holes with metal sheets over them and so on.

In short what was paid for in advance was not the same as what was advertised. We did not get anything like the advertisement on Booking.com suggested we would. The online advertising showed beautiful gardens and lawns and garden tables laid with linen and a lovely well kept building.

We feel deceived and we paid on our credit card in good faith 560 euros for 7 days. On arrival in the mountains there was nothing else available so we were stuck and in any case our money had been taken in advance.

The people were very nice but the place was just awful inside and out.

We deserve a refund as this was most definitely not what was advertised.

Compare the picture I offer to the pictures used in the advertising on your site please.

I reserved 2 rooms thru booking.com at Quality Inn & Suites Cincinnati we had a personal family emergency and called the hotel to cancel the reservation then the manager directed me to call booking.com which I did they spoke with the property manager and they sent me a confirmation that the booking was cancelled by the property and total price cancel, but then my card was charged for the full price of the 2 rooms at $286, which the hotel did not reverse. I then disputed the transactions thru my bank which they investigated and stated to me the property management stated I was a no show. I contacted booking.com and they stated they had no record of the alert they sent me and now I am being charged for a hotel stay which I did not stay at.
According to booking and the email I received it states I will not be charged and I did. I have sent several emails concerning this issue to booking.com with no response, I even sent them a snap shot of the confirmation I got from them. This is poor business practice and this hotel needs to be removed from there website and I deserve a full refund based on bookings promise all charges were cancelled.

This Motel should be remover from your list. First sign of trouble was when we entered our assigned room and the bed was not made. They only had a maid every other day, so the handy man was going to make the bed for us, but my wife insisted on another room. We wound up in a room with two queen size beds. We left our stuff and went out for dinner, when we came back our room smelled strongly of cigar smoke. We called the desk and the handy man came up and explained that the smokers were on the lawn outside our window, (two stories down) and that's why our non smoking room smelled, sorry but there was notheing he could do.
We later discovered that there were people living in the motel, that some of the first floor rooms had no carpet, just cement floors. The grounds were littered with cigarette butts and other garbage.
This was supposed to be a celebration for my wife and myself for two nights celebrating our tenth aniversary. The first night she complained so much that we weren't in the mood. The second night we decided to pack up and drive home, as she was getting sick from the smoke smell in our non smoking room. We had paid foor two nights when we arrived, but I did not attempt to ask for a refund, I was just glad to get out of there with out being mugged.

I was charged for a £72 night stay in Toronto cover £300

Breakdown was

£200 security payment taken out of my account 2 months before staying
£60 yes a £60 cleaning fee for a one night stay
£15 parking

Booking.com justify that this is acceptable.

I have rang Booking.com 4 times in 3 weeks opened up two cases that seem to have had nothing done to them as said by one of the operators, hung up on twice.

They say their policy is if the hotel does not reply within 5 days they will fully refund me - its now been 15 working days with no reply.

Booking.Com is a fraud.

I made a reservation at the Brantford Days Inn for June 30dth for 2
nights. I had to cancel the reservation on June 27th as Peter was in a
bad car accident and we could not attend the reservation. I cancelled
it online and I even called the motel to confirm. I did not realize I
booked it the way I did. I always book it with the pay at the motel
option and did not realize what I did. We are loyal customers to
booking.com and would like you to refund our 201.00. We would like to
use your service again when Peter gets better but I cannot afford this
201.00 as I need the money for travelling to hospital. Please refund
our money as we are returning customers to booking.com and to Days Inn Brantford. The following is a response from your customer service agent who told me "my response was meaningless". How rude and inconsiderate to our situation.
"Confirmation number: [protected] PIN code: 9136.. This is the only numbers I have. I do not have a cancellation number but if you look on the website you can see that the Days Inn was cancelled on June 27th. Your response is meaningless. "
When I cancelled online I had a friend of mine call the motel to confirm the cancellation as I was in the hospital. They confirmed it . I also confirmed that the motel was fully booked on the 2 nights I booked so they are actually getting paid twice as my rooms were booked after I cancelled.
I would like my money refunded due to the situation and as we are good customers.
Thanks
Diana McNish
[protected]@hotmail.com

[protected] I had book a hotel with booking.com after I get to the hotels they didn't have no rooms available for after driving all day it was around 10pm I was with my family two kids and no place place to sleep after they already confirm the reservation. I think this is a really really bad service from their end I can used the words that I want to used to describe how I feel about this situation I will never ever again used or recommend this website to anyone else

On receipt of my card details I notice that I had been charged twice for the same stay in May. I went through my “Genius membership account ticked the drop down box and got a replay from the misnamed customer.[protected]@booking.com requesting action by me. I supplied the information requested no reply. I re submitted it a further three times. Then ten times more, requesting an acknowledgement from them, none came.
I also emailed them committing on this poor service requesting some sort of acknowledgement, saying, I that did not hold out much hope giving my experiences so far.
No reply, Today 14/08/17 I phone them at my one expense, on the genius line explained the situation and ask why this has not been dealt with. This is the unbelievable responds. “I can see all your records but no one has respond to them, are yes I can see that you have sent the information we requested. Clearly customer service is not a top priority for booking.com, Kayak, agoda.com, opentaber.

On the 12th August 2017,
I reserved two hotels in Bruges but received no confirmation emails so couldn't cancel them in the free cancellation time (30mins left to cancel for one hotel), before incurring charges from the hotels. I emailed Booking.com customer service at 11.09am immediately after making the bookings to find out where the reservations had gone, they were not in my 'manage bookings page'. The only response I had was automated asking for a reservation number which I couldn't provide. I looked for the customer Service number and couldn't find it on the Booking.com app (I was on my mobile).

Next Day I went onto the website to check my 'manage bookings' but still no bookings and no emails.
I looked through and found the hotels I thought I had booked and sent them direct emails to ask if they had a reservations in my name.

I booked another hotel through booking.com (non refundable) as I thought I now had no reservation for the following Thursday.

I sent another two emails to customer service to outline my predicament.
By now I had found out that both hotels had booking in my name. I now had three active bookings but could only see one.
Both said they could only cancel the reservations through Bookin.com, but I still had no way of doing this as visible, one Hotel gave me their phone number as I still couldn't find it on there site.

They finally replied to my emails the nest day at 0.04am 13th August, I was asleep. I emailed them back the following morning at 9.21am and asked them to call me.

I had a very abrupt and rude conversation with a customer service assistant who told me I had entered the wrong email address (one letter wrong) when booking which is why I had no confirmation emails, which I was completely unaware of.

I argued I had tried to flag up something was wrong but had no response so was unable to make the cancellations in the time slots given. And asked why the app didn't tell me the email didn't exist.

She wasn't prepared to negotiate or accept I had tried to resolve the issue, said it was my fault and not theirs so I had to pay any associated costs.
When I asked to be transferred to discuss my compliant she was heated and refused repeatedly saying NO. and then refused to continue the conversation.

I phoned back and spoke to a more ameniable person but the answer was the same I still had to pay the cancellation fee for the missing booking. I asked was there a resolution department and was transferred to a very rude supervisor who want willing to discuss my situation at all.

My argument is this:
Why should I pay when I couldn't access the bookings and had flagged up there was an issue immediately.

Their website should not accept non existent email addresses in the first place, most site's flag up 'this email address doesn't exist'.

Why is there customer service number hidden and why do they take so long to respond?

Very disappointed they could not help me resolve the booking I could not cancel. I have been left with a very bitter taste in my mouth and will no longer be using their service.

I recently booked a family vacation in a resort area for 5 people through Booking.com .
2 days after I booked I found out there was a special offer for the same hotel/rooms at 20% less through one of my credit cards.
I immediately sent an email to Booking and they didnt answer.
The next day I called and was advised by a service rep to "not worry, send a proof of the discount and we will match the price". We agreed on the call that the proof of discount will be a screen shot of the offer details.
2 days later I get an email asking for proof of the deal again. I sent it again in the different format they asked for. Nothing back. 2 days later I called and had a few conversations with their service reps, ending with an email back from them that I am not entitled to the price match because of technicalities.
In the mean time the special offer was sold out and I lost it...If they had let me know this on the first call and allowed me to cancel the order I could have saved a ton on this vacation. Plus the whole service experience was very bad - they didnt respond on time, I had to call in a few times, each time educate a new person on the issue...and even though I specifically asked to speak to a manager I never got through.
I will never do business with them again...ever

I booked a motel at summit inn motel in hempstead tx. Paid for the room then went up to it and found roaches. The manager wouldnt return my money and said i had to take it up with booking.com. what do i do now? The man was rude about everything even though i never took my stuff into the room and told him right away about the problem. Cant believe i opened a drawer that had the bible in it and found roaches!

On my travels in India I recently stayed in a hotel that was my worst nightmare. Ondas Do Mar Beach Resort Phase -1
Confirmation number: [protected] PIN code: 8083

This place was ment to be my break of relaxing by the pool but ending up being nothing but disappointment stress and unhappiness, never felt so wrong done out of my money!

The first room of 3! was just cathastrotic horror! smell of damp as door opened, walls, head board on the bed, pillows all covered in mould! second room was plain basic, no fridge, aircon was just working, pillow had mould on them, smell in the room was awful!
room 3 they had just painted over the damp spots, just dirty every where.
the pool was ok for 2 days then was so green water that the walls of the pool was no longer there.
being there I was made to feel uncomfortable the hole time, people lived at the hotel, this made it not feel relaxing or a hotel at all, wifi was nothing but troubles.
list could go on!

I booked 3 rooms in country inn Orlando, to pay at hotel, when check out they put 120 dollars as service fees which was not mentioned in my booking confirmation. I need to get back the extras 120 dollars as it exceed what we confirmed.my booking was for 3 rooms from 4 august 2017 and check-out 12 august 2017 using booking .com, 120 $ service fees they put is not justified and never mentioned in the original booking confirmation.

Not a complaint as such. I am hitting a brick wall. I booked a hotel stay and arrived at the accommodation on Friday 4th and was supposed to stay until the 7th of August.
I arrived and promptly phoned customer services to see what my rights were. This property is hard to describe, the place is filthy, and being used as a drug den. It's needs condemned. I wish I had checked out trip advisor firstly as everyone who has had the misfortune of booking into this he'll hole has the same opinion. The images you have must be from years ago, because not one of the pictures reflects the state and smell of that run down, filthy place.
When I called customer service you were helpful and whilst onto the phone, you spoke with the management who agreed to waiver the cancellation cost and refund the money.
It's one week later, I have no refund, I'm out of pocket as I had to find alternative accommodation as I had travelled 4 hours to get there. The number for the hotel is just cutting off after one ring, I have sent multiple emails from the link you guys provided, and I'm having no luck trying to retrieve this money owed. Please can you help
With Regards
Denise Allan

I have recently booked one night stay at the Two Pillows Hostel, in malta. conformation no: [protected].
after the initial booking, i was informed that the payment card details we not valid and they suggested that should provide detail of a different card. that suprised me because i didn't have any issues with a previous booking few days earlier, however i sent details of a second payment card.
on 10th August i received another email saying that my reservation has been cancelled due to invalid card payment.
I contacted the Two Pillows by phone and email by i could not get a straight forward answer from them.
How ever, I'm really concerned with fact on how secure my payment card details are.
Before i report this incident to both of my banks, i wish to know your version of explaining to what had happened.
Look forward to hear from you

I booked a hotel through booking.com, only the next day i read the reviews and it is described as filthy and like a bail hostel by numerous people. There isnt a good review there.
I contacted booking.com straight away to ask to cancel and not be charged as there is no way my children are staying there ( the youngest is only 4) and I havent heard a word from them. There is still plenty of time for them to fill the room with someone else but instead they are just going to let me get charged for nothing. The hotel shouldnt even be on their site, it sounds like a cess pit.

I was a customer of Booking.com for 8 years, and since I booked hotels regularly, I've earned genius status. However, I have recently made the decision to close my account after experiencing their highly disappointing customer service - or rather the lack thereof. I learned the hard way that this company only cares about making money, and that they arrogantly consider their customers mere tools in this process.

Booking.com made me pay a no-show fee for a hotel booking, despite the fact that the booking failed to appear in my "Manage your Bookings" list on their website and was therefore visually non-existent. I could not have known that the booking actually existed! Their website obviously had a technical bug, which caused me this expensive misunderstanding.

Despite sending Booking.com visual proof of their error through print-screens of my bookings list, this shameless company tried blaming it on the hotel instead of acknowledging their obvious mistake and responsibility in this problem.

I would have appreciated it if Booking.com had offered to take over the penalty fee or, at the very least, if they had shown some decency and shared the cost. After all, this problem was caused by a technical error on Booking.com's website.

What is 300£ to this multi-billion dollar company? Money obviously means more to them than honesty and honorable client service.
So much for running a business with the right set of values!

We booked a hotel in England through you, a double. As you probably know in England 4'6" is considered a double bed, so we made sure to get 5' - it was printed on our reservation form, from you. But we got a 4'6" bed. The next day we asked to be changed, and we were. The hotel manager showed us your paperwork for him, and it said nothing about the size of the bed. So you told him and us two different things about the bed. Very sloppy. With the amount you charge you should do better. Reservation 2008.136.333.

I reserved a hotelroom for 4 nights at Neptune Inn on Virginia Beach. The room showed a balcony with beach. It is not even on the beach. When I went to check in, the lobby was filthy. The lobby bathroom didnt have toilet paper, the floors were sticky and it stunk like vomit. When I went to the front desk, the employees were laughing about making unauthorized charges on a customers credit card wgile she was checking out. I immediately cancelled my reservation made through booking.com and demand my $129 refund.

I had the weirdest experience in a hotel. On the 25th of July 2017 I went to talk with the administration, and since no one speaks english there and my russian is not very good I had to translate the phrases I say to russian or ukrainian (I didn't mind that because I'm not staying in a 5 star hotel or something). Suddenly a girl came from inside direcly to me and started yelling and telling me not to speak english while using bad words and that I should only speak their language there and I should leave the country.
I was so shocked and I even thought that it was some crazy woman but, it turns out that she was the manager (she's called 'Natasha' ). How ironic this story can be more. such racist and acts of untolerance done in a place where service is the most valuable thing and against the most used language in the world.
My reservation was with the email address" Nis.[protected]@gmail.com "
under the name Nisrine charabi from 22th till the 25th of July.
such acts should be punished by the law, .
Thank you for understanding.