Menu
Write a review
File a complaint
Booking.com Profile

Booking.com

www.booking.com

Learn how the rating is calculated

1.3 36 Reviews 1687 Complaints
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Booking.com Complaints Page 7 of 85

ComplaintsBoard
S
5:58 am EDT
Verified customer This complaint was posted by a verified customer. Learn more
Featured review
This review was chosen algorithmically as the most valued customer feedback.

In the beginning of August I made a reservation for Hôtel L'Alsace-Gare from August 11th to 13th. On August 9th I was charged the reservation amount (232 euros) twice, first at 2:03 pm, then at 2:45 pm. On the 11th I contacted booking.com by chat and the following day I was prompted to send an email enclosing the bank statement documents, which I did. The...

View 0 more photos
Read full review of Booking.com
ComplaintsBoard
P
6:38 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Sirs I cannot speak to an agent as the number you give requires a confirmation number without which I cannot be connected further. This is now the third response to messages from Customer services. Hopeful this will lead to assistance I am a Genius level 3 member and have been trying to complete a booking for Private Suite in Forest Hill, Guest house 64...

Read full review of Booking.com
ComplaintsBoard
B
6:26 pm EDT

Booking.com reservations/cancellation

Jul 3/23 booked a reservation for Aug 10-11/23

Jul 26/23 cancelled reservation

Aug 10/10 received email from place of reservation that I was a no show and was charged. I called them and was told they did not receive notification of cancellation and I would have to battle this out with booking.com

I called booking.com and transferred to their sister company priceline, explaining the situation. I have spoken to different employees of these companies, who all have apologized for my inconvenience and would look into this.

I have not received any communication from them.

Desired outcome: I would like a response and a full refund.

Read full review of Booking.com
Hide full review
ComplaintsBoard
O
6:50 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com I have not been Paid for My Property Rentals by Booking.com

I rent out rooms through booking.com and I have not been paid for guests who have completed stays in 2 months. These guests have all made payments to booking.com but booking.com has refused to remit these payments to me and constantly cite technical issues with their financial system. I have sent messages, made a complaint using the Booking.com complaint process and called the customer service team on several occasions but I am still very much out of pocket.

I would like my overdue payments remitted without delay.

Desired outcome: I would like my overdue payments remitted immediately.

Read full review of Booking.com
Hide full review
ComplaintsBoard
L
4:05 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com Getting payment from them

I am an accommodation provider. My property is on the booking.com booking site. Many guests book my accommodation through booking.com. Booking.com pays me once a month after taking a commission. I have received no payments from them since late June. Trying to contact them and get answers is impossible - when you phone them, you get a person who cannot answer your question. Messages sent via the site are replied to by generic, unhelpful messages. I am based in New Zealand.

Desired outcome: To be paid what I am owed by booking.com

Read full review of Booking.com
Hide full review
ComplaintsBoard
F
12:31 pm EDT

Booking.com Advertisements

I am disgusted. Yesterday me and my two young children were subjected to one of the most unsatisfactory images I've witnessed, plastered onto the entire exterior of a public bus in Manchester.

This image was of a fully bearded man wearing nothing but a pink boob tube and pink knickers made for women.

I, and the majority of people expect these sorts of photos to be removed from view of unsuspecting and subsequently confused children in the future given the narrative you're conveying and the discomfort you're creating.

Unfortunately for you, we will no longer provide our support or use your service if this complaint is not considered and your advertisements revised.

Regards.

Desired outcome: Complaint to be responded to and actioned.

Read full review of Booking.com
Hide full review
ComplaintsBoard
J
7:42 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com Reservation errors

Made reservation on the app for 2 rooms 2 nights, listed 5 adults + 1 Child , advertised rate is $77/ night

By the time I pressed “make reservation “ button price shot up to $320 but only for 1 room 2 nights !

Immediately contacted booking.com with their app error , after 1 1/2 hours they denied it and we got stuck with it

They are. Money hungry and look for any exercise to take your money

Never again !

Closed booking.com account Deleted app

Desired outcome: Stop stealing customers money

Read full review of Booking.com
Hide full review
ComplaintsBoard
A
4:47 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com Payment taken from my Credit Wallet and not my bank card

I entered my credit card on booking.com so that the taxi could be paid for by credit card. The payment was taken from my Wallet instead. Can you please take payment from my card. Avril Graham. Tel: [protected]

Taxi date: 17 August at 19.00 from Tom Bradley Airport to Tamarack Ave. Taxi provider, Talixo. Booking ID [protected]. Booking ref: [protected]

Desired outcome: I want the credit in my wallet returned and payment for the taxi paid for out of my bank card, which was entered when I made the taxi booking.

Read full review of Booking.com
View 0 more photos
Hide full review
ComplaintsBoard
R
4:40 am EDT
Verified customer This complaint was posted by a verified customer. Learn more
Featured review
This review was chosen algorithmically as the most valued customer feedback.

From: Roland Sinaga Date: Sun, Aug 20, 2023 at 3:35 PM Subject: REFUND OF MY CANCELLATION NUMBER [protected] - Best Western Plus Toronto North York Hotel & Suites To: Hello Booking.com, Cancellation of my reservation with Confirmation number: [protected] has been confirmed for free on May 12, 2023 -- see email below. However, after more than 3 month...

View 0 more photos
Read full review of Booking.com
ComplaintsBoard
R
9:10 pm EDT
Featured review
This review was chosen algorithmically as the most valued customer feedback.

I used Booking.com to make a reservation at the Sonder, The Randolph, in Detroit on 8/5/2023 through 8/7/2023. The room had several things broken and the room looked like it had not been cleaned. I talked with someone within customer relations at booking.com who said they would contact Sonder, as Sonder ignored my attempts to get them to care for this. I...

Read full review of Booking.com
ComplaintsBoard
W
5:11 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Complaint Confirmation# [protected] I made a reservation for 1 night stay at RIT Inn and Conference Center, in Rochester NY through Booking.com. The reservation was specifically for a room with 2 double beds. When we arrived at hotel, we were given a room with 1 double bed. When shown the reservation specifics from Booking.com, the front desk said...

Read full review of Booking.com
ComplaintsBoard
T
7:48 pm EDT

Booking.com Filthy room

I booked a room at Super 8 on NE 14th. It was a inexpensive room but I figured that it would work for a short stay. As a contractor I didn't have a problem with the sheetrock damage on the walls, or the textured ceiling falling down, or the carpet that was not attached to the wall, or that the remote on the TV was not properly working, or that the ice machine was unplugged, or that there was no breakfast (breakfast was to be included) or even coffee but when I realized that the dirt in the tub off our feet came from walking across the carpet I became upset! The staff was very helpful and friendly but the site manager (Mia, I believe) just blew me off. There were signs that apologized for being short staffed but it seems that corporate management has taken advantage of our economy being at full employment and cut back on their expenses by providing substandard service. Management seems not to care about customers. I do not recommend staying at the Super 8 on 14 Street NE in Des Moines.

Desired outcome: Refund and my complaint listed on the site.

Read full review of Booking.com
Hide full review
ComplaintsBoard
P
7:41 pm EDT

Booking.com Charlotte Guest House, 211-213 Sumatra Rd, West Hampstead, London, UK

I stayed overnight at Charlotte Guest House, London on 10th July 2023 as I was supposed to be helping someone get to a Hospital for tests the next day. Accommodation states kitchenette with microwave; all accomdation within 3 properties in Sumatra Rd. On arriving, I was put in accomadation at 213 Sumatra Rd. The room was 50 FEET from the overground train station with trains running most of the night with loud whistles as passing through the station. Info says 200 m from station.

Mugs x 2 in room, with 2 little milk containers - one of mugs was chipped n cracked.

Then at about 1am, of no sleep, I felt bugs over my chest; face; arms and in my hair. Picked them off & put on paper inside a small plastic bag.

Then taking photos & video of the trains 3.30am, I made mistake of kneeling on floor & knees stuck to carpet. At 5/5.30am, right under the back window, a giant laundry basket is being wheeled around & banging about.

The squeky bed turned out to be cracked & broken. More disgusting sticky patches to the left of the bed. Gross!

I slept not one wink, exhausted and very upset. Was there anyone at Reception? of course not! Was there access to kitchenette listed for eating the night before? NO!

I returned with bed bugs in my hair, crawling over my face at night, despite every possible anti-bug shampoo possible. I bought head lice shampoo & had to redo the application three times. I had to buy flea spray, leave EVERYTHING in the hall way (no carpet) and spray my clothes, bags, everything. I then had to respray my bedroom due to creepy-crawly bed bugs on my face, in my hair & probably in my nice, clean bed & bedroom.

Cost me a fortune... so I did the right thing, contacted Charlotte Guest House on the day of check-out; contacted Booking.com, too. Their eventual reply - venue said no refund for ANYTHING!

I have been around the World; stayed in some risky places & NEVER had this happen.

I have reported it to Camden Council & still waiting for my 48 hour 'review' from booking.com so I can put up an honest review of 211-213 Sumatra Rd.

It was 2 weeks of hell, recovering from one night in the HEllhole called Charlotte Guest House. Absolutely disgusting.

More

Helpful?

0

0

Desired outcome: I want back my booking fee; food I bought; costs for head lice shampoo & flea spray & Booking.com to stop sending customers to the property of 211-213 Sumatra rd

Read full review of Booking.com
Hide full review
ComplaintsBoard
M
4:52 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com False display and incorrect information of accommodation on booking.com. Booking Com hasn't replied

C. Neukum [protected]

Booking at Saint Nicolas Heights, Cyprus, Friday 4. till Monday 7.8.23

Several times communicated with Assistant at arrival day about the incorrect false display of Saint Nicolas Heights, we left the day after, 5.7.23, as the given "complimentary night" was unacceptable as the windowless bedrooms - no circulation was possible (no pics and not mentioned in booking.com) were the main reasons beside others, why we wanted to leave (immediately).Displayed accommodation with balcony upstairs and our "cave like" groundfloor flat costing the same!

we called 2 times via phone during our 24h at the accommodation

Monday 7.8.23 I send an EXTENSIVE DETAILED mail including PHOTOS to the given email: [protected]@my.booking.com

another mail 13.8.23 as I haven't received any reaction.

I am an experienced traveler and user of Booking.com, till now absolutely satisfied but absolutely NOT in this case.

I expect an serious reply not only polite phrases.

Kind regards

Christine Neukum

Desired outcome: 1. return of my money 2. 2 nights (free) within April or May 2024 (mountain area with snow that for not before and before high season next year) at the accommodation WITH balcony and view and bedrooms with windows.

Read full review of Booking.com
Hide full review
ComplaintsBoard
G
1:10 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com Cancelled flight

Flight back in April 2023 to Tunisia on Tunisair cancelled by airline and rebooked for three days later. Tunisair offered refund but said it had to go via Booking . Com as I’d booked on there. Despite regular emails I have been fobbed off for six months. Will be closing my account

“Dear Sir/Ma`am,

Thanks for your email. I apologize for the inconvenience and delay in response.

I understand your concern regarding the refund. I have checked that we need authorization from the airline to process the refund. Hence, we have already raised the request to the Airline.

Once, we get the authorization from the airline we will claim the amount from them.

We will share the update with you when we will credit the amount to you. Kindly wait for sometime.

Thank you for your continued patience and understanding.

Kind regards,

Ravin k”

Desired outcome: Refund

Read full review of Booking.com
Hide full review
ComplaintsBoard
P
6:04 pm EDT

Booking.com Deceiving booking and not taking responsibilities/doing anything about it

I am writing to report a very bad experience booking hotel through booking.com I booked Hotel Californian Santa Barabara for two double beds in standard queen room which was written on their website and the type of room I selected. Got email confirmation of the type of room "Standard queen room". Then when I spoke to the hotel to confirm, they told me that I only have a one queen bed in standard queen room. The hotel asked me to contact booking.com to get it corrected from their booking system. I have contacted booking.com twice (between the back and forth with hotel and booking.com agent) to ask them to correct the booking. They could only say that because they are operating through partner and can't do any modifications and couldn't offer other solutions like contacting their partners. I find this so deceiving of what they are selling and confirming (without two double beds etc.)

This makes me not trust the third party agent to book hotel and this is not acceptable for not able to get solution and felt I been deceived by them. And since my rate is non-refundable rate, they are not trying to help me/or giving solutions.

Read full review of Booking.com
Hide full review
ComplaintsBoard
M
12:36 pm EDT
Verified customer The reviewer confirmed their account using Facebook. Learn more

Booking.com Be reimbursed the difference between the original cost of the first cancelled reservation and the outrageous cost of the second reservation.

Never in all my years of working to book a hotel have I had wasted so much time over a 48-hour period navigating a hotel reservation. On average on your customer service phone line I wait 20 minutes to speak to a front-line representative. Then I wait up to an hour for a supervisor to get on the phone/return my call.

(1) On Thursday evening, August 10th, 2023 I booked the Renovated Guest Suite Near the Lake and High Park in Toronto, CA from November 15-17th, 2024 through Booking.com. (My son had secured tickets to a Taylor Swift concert in that city.) I was charged $485.37 CAD on my credit card.

(2) The next day a representative from this rental property (via someone named Ankur) contacted me by e-mail saying I would have to pay $300 cash on arrival. The pictures of the hotel on Booking.com showed a lovely room with a bed. The e-mail informed me in addition to $300 cash deposit expected upon our arrival there would be just a single air mattress for three people to sleep on!

(3) I received another e-mail from the rental property roughly an hour later (again Ankur) saying there was a "glitch" on the Booking.com website and the reservation was cancelled.

(4) I returned to the Booking.com website. Because so much time had passed only a few hotel options were left/were much more expensive.

(5) I called Booking.com and spoke to Mohanad S. He said I needed to cancel the reservation myself on the Booking.com webiste to be refunded my money. I did so and was told by Booking.com I would have to pay 2/3rds of the cost of the reservation for the cancellation, even though I did not want to cancel.

Mohanad S transferred me to speak to a supervisor located in Barcelona, Spain named Kholoud Z. She was very kind. She put through a refund for the first canceled reservation at no charge to me since it was a glitch in your website that cause me to lose the reservation.

I explained how there were no hotel options left. She found me one and sent me a booking listing for the Town Inn Suites Hotel for $1,895 CAD. Supervisor Kholoud Z wrote in an email “if you agree for this alternative call us, and we will make the reservation for you over the call and choose the payment method pay later with property.) In that same e-mail Supervisor Kholoud Z told me to book Town Inn Suites and that Booking.com would reimburse me for the difference between original reservation cost of $485.37 CAD and $1,895 CAD. I missed Supervisor Kholoud Z’s return phone call.

(5) I called Booking.com again. I spoke to one agent briefly. She did not seem to believe my story (12:56 PM). Then she transferred me to another Booking.com supervisor who never gave me his name. He told me I had to book the reservation with Town Inn Suites in Toronto, Canada myself by phone. I told him Supervisor Kholoud Z said the opposite. This supervisor said Kholoud was wrong.

I then called Town Inn Suites and spoke to Nikki (who Booking.com Supervisor Kholoud Z had e-mailed me). Nikki said that the male supervisor from Booking.com gave me misinformation.

(7) By the time I tried to make the reservation with Town Inn Suites, Toronto, Canada there were no more rooms. In e-mail communication with Booking.com Supervisor Khaloud mentioned trying to secure a room at the Windsor Arms Hotel. I booked that reservation as a “pay later” option on your website. I then panicked and tried to cancel the reservation and was told via your app I would have to pay a huge portion of the full amount of the reservation cost ($2,827.26) for the Windsor Arms Hotel.

(8) I called Booking.com again. I spoke with an agent named Nicole. She put me on hold for a long time. I spoke with Supervisor Alexa O who advised me to keep the reservation. She promised in an email (dated August 11th, 2023, and sent at 7:16 PM) stating “We’ll work on a refund for the price of the difference of your stay up to $2511.53 CAD.” Note it was my understanding when talking with her/we agreed I had retained the “pay later” option and would not be charged on the Booking.com website until the actual trip itself.

(9) I awoke this morning to find Booking.com had charged my Mastercard not just for the cancelled reservation (Renovated Guest Suite Near the Lake and High Park in Toronto, CA @ $485.37 CAD – noted on my credit card as Booking.com 1KOXV8B7A) but ALSO for the entire cost of the Windsor Arms Hotel ($2,996.90 CAD/$2,233.41). I first called the Windsor Arms Hotel desk and asked for an invoice since they already charged me (even though I had selected “pay later” option on the Booking.com website). The Windsor Arms representative told me they did not give invoices to people who booked through Booking.com. I phoned Booking.com and again waited to talk to representative Haidy K. She told me that she would follow up with an email (she did not). She also said a supervisor would call within 20 minutes. 40 minutes later Supervisor Hamed called (based in Barcelona, Spain). We were on the phone for 26 minutes. He defended your company saying that this was the policy. That the hotel decided to take the money now and I had to wait over a year for reimbursement. I told him about my conversation with the hotel and them refusing to send me an invoice. I asked him repeatedly about the “pay later” option. He told me I needed to have a screen shot to prove I chose that option. He was belligerent.

Supervisor Hamed promised me someone above him would call me back in an hour. It’s been an hour and a half. No phone call. Windsor Arms did finally send me an invoice.

I still as of August 12th, 2023 have not resolved the issue of “payment later” and why I was charged now for a hotel reservation that is a year and two months from now.

Read full review of Booking.com
View 0 more photos
Hide full review
ComplaintsBoard
J
8:13 pm EDT
Verified customer The reviewer confirmed their account using Google. Learn more

Booking.com Fake and misleading pricing

Last night I tried to buy a package including flights to and from Lisbon and using Sata Business Class to PDL and from PDL to Toronto. After getting the flights confirmed, it also says "Prices Confirmed. Time to checkout". The big issue is that after I clicked on the checkout button, the next screen says the prices have increased! Over $800.00? That is crazy, fake and misleading pricing because today, when I picked the same package, it was pretty much the same lower price as yesterday but again, when I click on Checkout, the same message about the Price Increase pops up. This is extremely misleading to clients. If the prices had increased last night then why don't the increased prices appear from the start.

This is a scam and I may not have a choice but to pay the increased costs I have to actually travel to Lisbon to handle some matters after both of my parents have passed away.

This website is purposely misleading consumers thinking we're going to get what we want to pay for, and simply jacking up the prices.

Desired outcome: I have no choice but to book at the higher cost. The desired outcome is for Booking.com to reimburse me the amount of the increased costs of about $810.00 CAD.

Read full review of Booking.com
Hide full review
ComplaintsBoard
R
10:11 am EDT
Verified customer The reviewer confirmed their account using Google. Learn more

Booking.com Never trust booking.com reservation confirmations and refund policies.

I made a booking at Blue Waters in Durban. The money was taken from my account 5 days before my arrival, 6/08/2023. The hotel did not receive the money from booking.com and refused to accept my confirmation and proof of payment. I had to seek other accomdation and out of pocket fi ancially. I contacted booking.com to resolve the issue they are still giving me the run around as to where the money is.

Desired outcome: I want to money back... a refund as they have not secured my booking and I had to pay for cancelation fees with the hotel.

Read full review of Booking.com
Hide full review
ComplaintsBoard
B
6:26 pm EDT
Verified customer The reviewer confirmed their account using Google. Learn more

Booking.com No way to cancel room and get refund !!!

We booked a room for august 2 and 3 2023 at the super 8 motel in Abilene Kansas . When we booked they charged my wife Deborah Oldham visa card for 170 .69 . When we tried to cancel the room we realized we never got a confirmation email so they told us there was no way to cancel without a confirmation # . We even called the super 8 motel and they said they could not help because it was all through booking.com . We have tried multiple times and without their stupid confirmation # they wont even try to help . I would never recomend this booking site for anyone ! My email is [protected]@yahoo.com

Desired outcome: We want a full refund as we tried to cancel a week before the stay . I do want a response or we are going to better the business bureau and the attorney general . Thank You

Read full review of Booking.com
Hide full review
Frequently asked questions (FAQ) about Booking.com customer service
Expand Collapse all
Is Booking.com a legitimate website for booking accommodations?

Yes, Booking.com is a legitimate website, providing a platform for users to book accommodations, flights, car rentals, and other travel services.

Can I trust Booking.com with my personal information?

Booking.com has security measures in place to protect user data, but it's always a good idea to read their privacy policy to understand how your information is used.

Are the reviews on Booking.com genuine?

Most reviews on Booking.com are from verified guests who have completed their stay, but as with any platform, it's important to read multiple reviews to get a well-rounded understanding.

Do the prices on Booking.com match the actual costs of accommodations?

Booking.com aims to provide accurate prices, but it's still important to double-check the final price, taxes, and fees during the booking process.

How reliable is Booking.com's customer service?

Booking.com offers customer support through various channels, but individual experiences may vary. Be sure to check online reviews for a better understanding of customer satisfaction.

Are the pictures and descriptions of accommodations on Booking.com accurate?

Property owners and managers provide the photos and descriptions, so while Booking.com attempts to ensure accuracy, it's always best to research the property independently as well.

Can I get a refund or modify my reservation on Booking.com?

Cancellation and modification policies vary by property and booking. Check the specific terms and conditions for each reservation.

Are the special deals and discounts on Booking.com legitimate?

Deals and discounts on Booking.com are generally legitimate, but be sure to read the terms and conditions to understand any restrictions or limitations.

Will Booking.com charge hidden fees during or after the booking process?

Booking.com displays all mandatory fees during the booking process, but additional charges, such as local taxes, may apply depending on the property.

Can I trust Booking.com with my credit card information?

Booking.com uses secure technology to protect your credit card information, but it's always a good idea to monitor your statements for any suspicious activity.

Is Booking.com affiliated with any reputable organizations?

Booking.com is part of Booking Holdings Inc., a reputable global online travel company that also owns Priceline, Agoda, and Kayak.

How long has Booking.com been in business?

Booking.com was founded in 1996, and has since grown into a well-established online travel agency.

Are there any known scams associated with Booking.com?

Like any online platform, Booking.com may occasionally be targeted by scammers. It's crucial to be vigilant and report any suspicious activity to their customer service.

Is Booking.com's mobile app safe to use?

The Booking.com mobile app is considered safe, but always download it from official app stores and read reviews to ensure you have the genuine app.

How does Booking.com handle disputes between guests and property owners?

Booking.com offers support for resolving disputes, but the extent of their involvement depends on the specific circumstances.

Does Booking.com have a loyalty program, and is it worthwhile?

Booking.com offers a loyalty program called Genius, providing benefits such as discounts and perks. Users should evaluate if the program suits their travel needs.

Are the star ratings on Booking.com reliable?

Star ratings on Booking.com are generally reliable, but it's still important to read reviews and research the property for a comprehensive understanding.

Does Booking.com guarantee the lowest prices for accommodations?

Booking.com offers a price-match guarantee for certain bookings. Be sure to read their terms and conditions for more information.

How can I contact Booking.com, a trusted online travel agency, for assistance with bookings or inquiries?

Need assistance with your bookings or have inquiries? Contact Booking.com at +44 203 320 2609 or +1 888 850 3958. Their helpful customer support team is ready to assist you with your travel needs.

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service
Booking.com Category
Booking.com is ranked 1 among 60 companies in the Travel Agencies and Tour Operators category

Our Commitment

We stand for unbiased reviews

We make sure all complaints and reviews are from real people sharing genuine experiences.

We help resolving issues

We offer easy tools for businesses and reviewers to solve issues together. Learn how it works.

We advocate freedom of speech

We support and promote the right for reviewers to express their opinions and ideas freely without censorship or restrictions, as long as it's respectful and within our Terms and Conditions, of course ;)

We ensure transparent and fair ratings

Our rating system is open and honest, ensuring unbiased evaluations for all businesses on the platform. Learn more.

We care about your privacy

Personal details of reviewers are strictly confidential and hidden from everyone.

We are easy, free and open to everyone

Our website is designed to be user-friendly, accessible, and absolutely free for everyone to use.