Booking.com
Reviews and Complaints

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.

I stayed at that hotel on the 31st of July. I had the worst experience ever and I always book through booking.com.

1. This is not a 3 star hotel! How do you allow them to say so! It is a hostel!
2. It is very hard to spot it! The name is fairly written on the door, no one in Venice is aware of it! It is not included in google map either!
3. The worst...the owner's behavior! I asked for guidelines and she said it was my problem to find the hotel! She was rude and ironic! She was shouting at me that she could not help in any way after noon -2!
4. Safety...no one guarantees it! At 1 after midnight someone was trying to open the room! My children were sleeping, my husband spent the night sitting behind the door for our safety...

Unethical Promotion of Le Yuan Residence as a hotel/resort operated.
This is to inform that Le Yuan Residence located at Kuala Lumpur is a residential condominium. It is not known as Sandy Beach Resort/Sandy Beach Le Yuan Residence/ Beach Resort/Condo Resort.

This is against the Law and Government gazetted Act to operate AirBnB /Homestay/ Hotel/Resort businesses in residential area. This unethical business has post security risks and caused nuisance/annoyance to all the residents.

Please removed the unethical advertisement promoting Le Yuan Residence from booking.com immediately.

I had a hotel booked this past June and we had to leave after the first night. Booking.com said the property is the one charging us and the property said it was booking.com. No one wanted to help us and we were still charged. It was a mess that is still causing stress. Booking.com is a horrible company and I will never use this service again! I had $6000 of hotels booked with Booking.com for a future trip to a Israel and Italy. You have lost a valuable client.

Sincerely,

Sheri Pociluyko

I booked a room for my daughter's birthday July 22nd. I also had my 3 other children with me. The room I booked with Extended Stay, Wolfchase was suppose to have 2 king beds. When we arrived at the hotel the room they gave us only had one bed. The room was extremely small and could not accommodate my 4 children and myself. The hotel manager informed us that the hotel was booked solid and that our reservation came through as a handicapped room. I called booking.com and we waited in the lobby of the hotel over 2 hours trying to resolve the issue over the phone. My daughter's birthday cake melted between waiting in the lobby and transferring to another hotel. The new hotel Homewood Suits still only had a room available with 1 bed! A very uncomfortable situation. My daughter cried so much that day. Her birthday was RUINED along with her custom made cake. I also had a hold on my debit card for the amount of the FIRST hotel. Which meant I couldn't pay for the room at check out. I had to transfer funds from my savings into my checking with another card in order to cover the room. We couldn't even buy food while we were there. After everything that happened the company only offered me $65 as COMPENSATION for an ENTIRE DAY OF STRESS due to their incompetence and the managers refused to speak with me over the phone. Completely RUINED MY DAUGHTER'S BIRTHDAY. When I suggested that they compensate us with a free room to REDO my daughter's birthday the managers refused.

Hello, I recently booked the Hotel Pennsylania in New York City for September 16th to the 20th if this year. The price was over $1000.00. Since then my husband has had emails from face book offering rooms at the same hotel for $96/night. Not only that but from various sites the ratings from some are average and others are horrendous with remarks like bugs and bloody sheets. Very frankly I am very afraid if what we'll find when we arrive. For that amount of money, which I realize is non-refundable but if the worse case scenario is actual, what will be our recourse? Please tell me it's not true!

I booked a hotel to Tallinn Viimsi Spa hotel, dates were 31 of July -15th August. I booked it 30/07/2017 around 11 pm.

As soon as I realized I entered wrong information, I wanted to fix it (edit/change some info around), but it didn't work. So I thought I'd cancel and re-book with correct information. But it charged me for cancellation. And it didn't say it would. On top of that the original price I payed was, I believe 1, 836 Euros and they charged me for WAY more. I cancelled my booking about 2-5 minutes after I realized my mistake in information, because the site didn't let me edit my information and now they charged double the amount.

As to how I'd like to resolve this problem, is to request a refund and that you remove my credit card information.

Reply as fast as possible,
Customer

I made a booking on March 21st 2017
For imperial court suites London
The email says pay at the property
Arrival 28th July to 30th 2 nights
On the day at 11.46 travelling down to London 2 hours before check in
I'm told the booking is cancelled
We proceeded to the property in hope it was a mistake
The hotel said it was booking .com who cancelled it and there was no rooms available
This is unacceptable as it stated we pay at the property
I would like an answer as to why this happened
I have emails etc for proof
J Lenton

confirmation No [protected]
I have booked 4 hotels via booking.com ( 3 in italy and 1 in spain)and it is not the first time that I used booking.com.
However I was surprised to notice that I paid an excessive amount (> 400 euro) for the breakfast for 6 nights at Apart Hotel Atenea Calabria in Barcelone.
When I have the price on booking.com the price was around Euro 1400 for bed only and Euro 1834 with breakfast. we choose bed and breakfast.
However we were shocked to see that Euro 8 is charged at the hotel per person for same breakfast. This is printed on the hotels cards, in rooms etc. I even confirmed same with the staff at the reception who even confirmed that the same price is offered on the hotel website
We were 2 adults and 3 children of age 14, 12 and 3 yrs and even when adding all it is well less than 400 euros.
We feel that we have been robbed on this reservation and expect for a refund.