Booking.com

Jan. 9, 2017 Sheree Vegas

On Jan 9, 2017 I canceled my reservations at the Gainey Suites & The Boulders in Scottsdale Arizona as I called the Gainey Suites & booked it direct. The Boulders was not canceled in Bookings.com for some reason unbeknown to me. I found this out on the return trip from Arizona when I received an email to rate my stay at The Boulders. I then called & was told that I did not cancel the reservation & I would have to pay the "No Show" fee of $568.46.

I did not receive an email from Bookings stating that my reservation was canceled & really didn't think anything of it as I wrote down on my trip notes that I canceled it on 1/9/17 along with the Gainey Suites cancelation at the same time.

Why was my reservation not canceled by Bookings? Why am I responsible for the out rages fee. This is not right! I feel that Bookings has ripped me off.

I have used Bookings many of times but I will not use them ever again & I will make sure that everyone knows about this.

RE: reservation [protected] at Phuket Marriott Resort & Spa

I recently booked a trip with Booking.com using my Samsung phone. I had booked an option that I was able to cancel as I was not yet sure of my dates, or so I thought, however when the confirmation letter came by email it was a non-cancellation book. There had been no pop up to warn of the non cancellation nature of the booking.

My husband called the customer care booking within 10 minutes of making this booking, and sent email query at the same time to ask them to rectify this. However we were met with apathy to assist and told to contact the hotel directly.
The email response followed, saying the same, almost five days later.

I called the hotel in Thailand and they advised me that it would be okay to change these dates once I discussed with booking.com. I emailed this to booking.com...I am still awaiting a response. When I called the call centre (the telephone number is almost impossible to find on their webpage and one is sent to standardized responses) I was helped by a very polite lady, however her response was, my hands are tied. This after I was kept on hold for 10minutes with no offer to call me back.
she advised me to call the Hotel again. The hotel said that all this needed to be changed by booking.com.

I am exasperated! we are not able to travel on the dates and will no forfeit this some of money.

My complaint is this:
1. the apathy of the customer care team is very frustrating
2. there is miscommunication between the hotel and bookin.com and the customer is the one who bares the cost of this.
3.the app is not clear in its booking functionality on smart phones, and yet when registering I was pushed to use the phone application rather than PC.

I would like for booking.com to arrange that the dates for which I can travel be arranged at the said package price
OR that booking .com cancels the booking and incurs the cost of that.

I would like for them to revise their policies regarding their customer service. twice they have asked me to complete a customer feedback survey, but no-one has followed up with me

I booked a room at Quality Inn, Marietta, Ga on Booking # [protected] and PIN 4893. The Hotel charged me 136.09 the exact quote that booking.com gave me even though I cancelled the reservation. I called the hotel and they said I had two reservations, which I did and both were canceled, the other one was not booking .com but was directly through the choice motel web site, I called the hotel and emailed them email copies of both canceled reservations several times. I am positive they charged me the booking.com reservation because that was the quote i was emailed. The other reservation was 126.00. Please help me get my money back. I am in the process of emailing corporate office at choice motels.

3 days ago I made a reservation on booking.com. The advertisement said no need to pay now we can pay on arrival. It also stated free cancellation. Might I ad I put the dates of arrival before booking to check for availability. Soon as I put my bank card number in it had a pop up telling not to worry no money would be tooken out. Soon as I completed it then said if I cancelled they get 50 percent. By the next day 1200 dollars was deducted from me and my husband account. So after half a day on hold with RedAwning the listing agency that allegedly owns the condo I was assured that we can cancel and our money would be put back. The next day the money wasn't there so we again wanted on hold for a very long time and was told it would be 15 days till it would be refunded. We have 14 days till we leave on vacation so we were told our reservation would be reinstated and was sent a confirmation code via email, by this all trust is lost. I understand that RedAwning is a listing agency not the actual condo manager, so I called booking.com to try to further verify and collect some info an the room we paid 1, 200 for the man was extremely rude and when trying to explain our situation he interrupted me and told me not to talk over him. When I requested to speak to his supervisor he said he wouldn't let me unless I told him why, then he hung up on me. RedAwning is now declining my phone calls and continuing to not reply to any of my emails, text or messages. Booking.com also has not answered any of my emails. These past three days has not been relaxing or worry free. My gut tell's me that RedAwning and booking.com work together to deceive people and rob their banking accounts.

Dear Team,

This is very disappointing on part of a customer service where I have been confirmed the hotel rooms earlier and cancellation done post making the advance payment.

Date of Bookings- Aug 12- Aug 15, 2017
Hotel name: Fig Fin Beach Resort
Booking number: [protected]
Advance payment done: 4000
Balance payment: 8900

The reason made to me by Rajni was the hotel owners are increasing the prices so the same is been cancelled. When I had a word with Sachin (as per PDF) he said no such issues as such and you may feel free with the booking confirmation.

I have book the tickets earlier for because rates are low and same increases when time span is low.

I would like to escalate the same and will want the same rooms at the same rates. Or else need some alternate accommodations.

Regards
Amit Satsangi
Ph: [protected]

I booked an apartment on Booking.com (Brusnika Dinamo Apartments in Moscow). On the morning of check in I tried to contact the apartment booked using Booking.com. I sent 3 text messages and 3 emails to the contact details on the booking page. I received no reply at all. I was confused and unable to find out the location or check in details. Without any other option, I eventually cancelled the apartment. However the apartment then charged my card the full amount even though they did not reply to me at all! Several emails were exchanged with Booking.com which led nowhere, even though they admitted the apartment reception told them 'they hadn't checked their emails'. Clearly this is a very easy way for apartments to earn money without doing anything - don't reply to customers and then charge a cancellation fee. I think it must happen a lot on Booking.com leading to lost money. And Booking.com side with the apartment. In the end, they told me to sort it out with the flat direct! Booking.com is a sham and a failed booking service that is just out to make money and cares nothing about people being ripped off! I advise everyone to book direct whenever possible and avoid this awful service.

On June 3 my wife booked a hotel in the vicinity of Venice, Italy (La Rotonda Venice). Between booking.com and the owner, they decided to change the price. No one told us, there wasn't any information given to us until June 5th. By this time other similar priced bookings were sold to others. We emailed and called and they didn't respond, but said their senior management was busy and would get back to us. This never happened in a timely manner so I called again and asked to speak to a customer service rep that was management. I got some Asian on the line (which I doubt was senior management), as she couldn't understand the simple point I was making. Asians are terrible customer service reps as they can only spew legaleeze rather than understanding the customer is always right. Sure enough, instead of making it right she gave me the choice of paying more than double for the booking for cancel it. Stay away from booking.com. They don't honor their contracts or even attempt to make it right. I will not bother with their customer service again as it is non-existent. Terrible. Now I have to find a replacement booking at a much higher rather than others that I could have booked June 3rd. I guess you have to triple book yourself with these people as you are really not sure what truly is booked and what is not as they don't honor their commitments but fall back on legaleeze BS.
TERRIBLE.
CUSTOMER.
SERVICE.

They should have made it right and honored my booking. They deal out $50 just for referral so I know they can easily have simply credited the account of the hotelier just as easily as they can credit the accounts of those who refer others to booking.com Simple. But that would require customer service beyond simply reading legal policies, something they are apparently incapable of doing.

Not happy. at . all
Calvin Jones
[protected]@live.com

Hello,
I reserved Steigenberger Dau Hotel from 16/6 - 20/6 on Free cancellation basis, and pay at hotel, and the hotel tried to withdraw 25% of the reservation fees 2 weeks before which was not matching what Booking.com policy written by them on their webpage and on the mail sent to me with reservation details, i've asked Booking.com to act, but they said that i should communicate with Hotel directly ! then why do you put it on your website ? and of course the hotel cancelled my reservation after i blocked the payment.

Booking com has handed my details to company in morocco, who have deducted the full payment, although advertised as payment at the hotel and free cancellation.
Booking.Com acknowledged they should refund but keep pretending they can't converse with the hotel, which I know is false because at first they put me through their French counterpart. Booking.com then say to refund they need my bank statement, when I sent it in they say it's not clear and then they want the long card number on the statement, which they know doesn't show. Now they have barred my number.

Beware

Booked a family room for 3, 2 adults 1 child, and was put in double room for 2, then I was charged extra for changing to another room for 3, and parking was supposed to be free, but again, I was charged on top, not happy at all. And the hotel staff, were very rude, I was told, (do you wanted or not) they didnt even considered at all, that I had I young child with me

Hello all,

after having booked and paid for a room in spain, in full, I found the room at a lower price on the hotels own website. I wrote to booking.com to price match and to much confusion, denial and time wasting they matched the rate. They then told me a refund is on its way. A day later i received an email that this is not the case, now they are refusing to refund the difference until after my stay. Nothing in the policy that states this is the procedure, absolute joke. The room has been paid for in full with a no refund policy. Even if we don't make it to spain their is not difference we do not receive a refund. Total scam.

We booked a hotel stay via Booking website and everything seemed to be fine. We paid for our stay and received a notification from Booking stating that booking was successfully completed.
But when we arrived at the place an unpleasant surprise awaited us. Lady at the hotel reception desk said that there was no booking under our name and that all rooms were booked two months prior!
Booking took our money and scammed us. When we contacted them they promised to find out how could that happen, but they never did anything. Avoid this site!

I had two nights booked with this hotel on the 26th and 27th May 2017. The sofa bed that my daughter was meant to sleep on was filthy, so we checked out the next morning.

This problem was only discovered very late at night when we unfolded the sofa, so we did not ask for assistance at that time.

They stated that since it was through Bookings.com they couldn't help, and that we should have checked out 24 hours before for a refund. So by there logic, we should have checked out before we checked in to discover the poor condition of the room.

They also stated that they would get their manager to ring me on the following Monday to sort it out. He has now stated that we should have contacted you immediately to cancel the booking, and that once again it is out of his hands.

We have now been charged for both nights, when we checked out at around 9am after the first night.

Can you please have a look at this and organise the return of the second night charge. At the moment I do not want to go near that hotel again due to their problem resolution deficiencies.

This is giving your booking site a bad name, and the managers only comment was that we should have booked directly through the hotel and then they would have been able to sort it out.

Is Bookings.com able to sort this out, or should I just book directly through the hotels in future?

So i had booked a resort called the Terrylin Guest House from the 4th to the 5th of May then the company called me and told me there had been an error in the booking and i should find a different resort, and that all cost arising from this inconvenience would be covered by them. Well what they did was send me a link that doesn't work when i try to enter my credit card details its been two weeks and i am just seriously genuinely annoyed..

Hi, I am writing to you with regards to my recent experience with Booking.com. I have been using booking.com for many years and realised that you guys are now operating in china as well. We now live in Shanghai and are originally from UK.
It was my mother in laws 60th birthday on the 16th of May, as part of the celebration we planned on doing great wall and Beijing. For this purpose we booked Yiyang city apartments in Beijing for two nights (reference no's -[protected]-8754, [protected]-2411, [protected] -9405) It was 12 of us. When we arrived in Beijing we could not find the hotel easily however after me calling booking.com customer service, I was then connected to the hotel supervisor or owner I am not sure. We went in the lobby that has nowhere to sit so we ended up sitting on the floor for 35 minutes or so. While the supervisor took copies of our passport. Something about this place did not seem right, so my husband decided to check. He asked the supervisor if he could see the place before we paid. The supervisor said 'No you cannot, you need to pay first'. My husband insisted again and this time the supervisor had no choice, My Husband and I went up to see the place, in the simplest words all I can say is I have never been to a hotel like this. There were overflowing, smelly bins, the carpet was torn and full of dust, the hallway walls had shoe mark all around as if someone has been fighting there, and the room's door looked as if someone had kicked them hard to open. One of the rooms he showed us had food smell as if someone had just cooked there. We got a little scared and felt unsafe as we had children with us too. We straight away went down and sent my sister and her husband to go up and have a look. They looked at the place as well and said no we should not stay here as it feels dirty and dangerous
We launched a complaint with Booking.com saying I should not be charged anything as this place was falsely advertised on booking.com and sent them photos of the hotel we had taken. The reply to my complaint was 'As per the supervisor, we never arrived at the hotel and the photos were not from the same place'. I was in complete shock to hear this, So much so that I went back online and reconfirmed that we went to the correct place. It almost feels like Booking.com works for the hotels and not for their customers. I have now advised your agents that I am happy to launch a police complaint against booking.com and the hotel supervisor as I can prove that I was there as I can get a call recording of my conversation with the supervisor. I have 11 more people who can confirm they were there. CCTV footage of the location will prove we were there.
I then spoke to a Booking.com agent called Jackie on the 25th of May at 17:16 (Shanghai time). She then confirmed with me that I was not going to be charged anything and I did not need to be doing anything from here on. I confirmed this with her again and again and every time she confirmed that nothing was being charged.
On the 30th of May 2017 I checked my UK Barclays credit card and saw that we had been charged £272.62 from this hotel (I emailed a proof of this payment to booking.com), I was shocked to see this transaction after all the conversation I had with your customer service. I am angry as to why we have been charged so much. Based on one night charge for cancellation the amount is £191. We do not believe we should be charged anything as this hotel info was misleading. The place was not suitable for family to stay, there was nothing in the name of service.
We believe we as customers are being treated badly. This is not the level of service I was ever expecting from booking.com. We wish for this matter to be resolved as soon as possible and our money to be credited backed into my account.

Prabhu Kumar Ramkumar

Booking.com has deceptive business practices . I booked a luxury hotel for a two night stay. The site quoted a rate which represented the daily rate. Once I got to the hotel, we learned that they misrepresented the price point. The second nightly rate was 40% higher than what was represented online. Once we called customer service, they acknowledged that this is not transparent to the customer but refused to make it right. It is a bait and switch that is fundamentally unethical .

Good evening,

I placed a booking with yourselves yesterday 27/05/17 for a 1 night stay at Bardney Hall which was overbook but you showed as available I travelled over 90 miles to be told it was full & they could not assist as they had no rooms available I was told to complain to yourselves as I booked it through you.

I've been told it was you're error as you showed it as having 1 room left I arrived in the town of Barton up on Humber to receive a phone call to say there isn't anything available as it's booked &I been that way for over a week.

I have been ganged up by the boss & his "friends" at hotel Guesthouse Royal, Split (1 Marasovica ulica, Croatia) on Saturday 27 May 2017. The place is dodgy and situated in a back alley. Neither outside or inside there are signs that this is a hotel at all. I made a booking for 1 bed (Nr [protected]) in the afternoon and by the time I arrived the receptionist, a young guy, said there were 3 rooms booked. I said that I travel alone and that I didn't make any other bookings. He called his boss and I talked to him but he wasn't willing to do anything or at least understand that a mistake happened during the booking. I said it was criminal to charge me for three rooms. After the phone call, the receptionist shouted to me "Out!" and refused to give me the wifi code so that I could check my booking online. I refused to leave the hotel just like that, and also because I had a late arrival and was very tired. I wanted to solve the problem. Then the "boss", a guy in his twenties, came to the hotel with another young guy who was very aggressive to me. It was clear that with the three guys surrounding me wanted to scare me off and make sure I'd leave the hotel. I continued negotiating politely and the "boss" said I should pay 8 euros for 1 bed then, and he would annul the other rooms. I gave him 8 euros and was glad that the problem was solved. Then he said "out" and insisted I would leave the hotel again. So basically, I paid 8 euros without having a bed to sleep in. I couldn't talk to him because he was on the phone constantly. A minute later 2 other guys came in and they were extremely verbally aggressive and started attacking me. They all started to talk in their own language, most probably insulting me and getting angrier by the second. I had to shut up my mouth and leave. By then it was clear I wanted to leave the hotel so I asked to let me through as they were blocking the doorway. They started pulling at me and pushing me so I had to run away with my luggage, stumbling through the hotel door. They chased me on the street even. I was shocked and talked to a traffic policeman, who was very friendly but said I couldn't do much because I had no physical injuries. After talking to him for 15 minutes, I decided to leave Split and go to Zadar upnorth, where I arrived around midnight.

I have been traveling for more than 10 years and I have never been physically and verbally attacked like this. What seemed to be a software glitch turned into a horror experience. It ruined my holiday completely.

I have been using booking.com for years and I never had this problem. Since I am traveling alone, why would I would 3 rooms for me alone? I am frustrated since now I will have to pay for all these rooms and paid an additional 8 euros at the boss who then kicked me out.

I received an email by booking.com to validate that I hadn't showed up at the hotel. Well, I showed up but was refused a room I paid for. I even didn't get any payment bill or validation from the hotel.

Please kick this hotel off the booking.com website as these men are criminals.
Please check if my credit card hasn't been used more than necessary.
I don't want to pay the other rooms.
I am still in shock.

Pieter Decancq
Antwerp, Belgium.

Made a reservation nearly a week ago on booking.com. When I tried to check in today, the front-desk staff told me that there's no related reservation for me and all rooms are booked. He asked me to call booking. I did so. I kept calling booking for nearly 15 minutes and finally a guy answered my call. And, he hanged up after checking my confirmation No.# and PIN. I thought it might be bad connection so I kept calling again and again. After about another 10 minutes later, the front-desk staff asked me, did Booking.com told you anything?
I said, no, they hanged up after checking my reservation information.
The pal said they(booking.com) just call the front desk asking me to tell you stop calling them! I ask why they don't call you and try to solve the problem. They hanged up, too!

Then I knew why nobody answered my phone, because they didn't dare to tell me they messed my reservation! And then I realized that I'd better find another hotel available immediately. Otherwise, I'll be sleep in the street!

Want to make a reservation? Keep AWAY from Booking. Using booking.com at your own RISK. With booking.com, you'll be NOT booked.

I used booking.com for first time in Feb 2016. When I placed the booking they asked for my credit card details which I now know was mistake to give to them this information. Because I understand that they just pass your credit card details to the hotel and feel no responsibility about it, they don't care if the hotel takes half the amount of the cost of the booking when you place the booking . For a booking at Acacia Boutique Hotel IOM, I canceled my reservation timely due to personal reasons on 16th May, it was an early cancellation and it was clearly stated that email from Booking.com I would not be charged for this cancellation. It is now the 26th May, and I have not received my refund from hotel. I emailed booking.com on 19th May and they never replied to that email or two further emails I sent to them. I cc Acacia Boutique hotel into the email and had no response from them. I therefore called booking.com on 24th May and said as this was busiest time of year, they may take longer to reply to emails!?! Regards the refund I have had to email booking.com a copy of my bank statement to prove i had been debited this amount by the hotel, if they are agent that carried out the booking and passed my credit card details to the hotel, should they not know this transaction has been carried out?!? I contacted booking.com once again today as they did not reply to say they received my bank statement, when i was phone they would validate the email however they have to give the hotel time to refund me...it took them less than 24 hours to take the money from my credit card but has taken them 10 days to do anything. I asked to speak to someone about complaint and was told he explained the situation to his supervisor and he didnot want to speak to me. I asked if i could have contact number for complaints or email address and was told I was speaking to customer services and this was the only person I could speak too. At the beginning of the phone call I was told if the hotel didnot refund me in 7 working days they would issue me a refund at the end of the conversation he said this was not the case and could not advise when i would receive a refund!
So my conclusion is that after my first time using booking.com this will be final time, the hotel told booking.com when they spoke to them when i was the line, they could confirm a refund needed to be issued but the person that deals with accounts was not in so could not confirm if the refund was issued! so basically I have had £112.50 stolen from account and booking.com could not care less...

Emma
Booking.com [protected]