Booking.com
Reviews and Complaints

I have been using booking.com for ever so I decided last week or so to book a hotel in Ellensburg in december of this year. From what I've always understood was my card is just secure the room. I have NEVER EVER been charged until I was checking in. Well I just went to use my card and I see they took out the money and actually over put my bank acct in negative. Once again today is 10/25/16 and my trip isn't until 12/16/16. I called booking and the lady said it's non refundable... WTF how are you able to charge me this has never happened before. she said she was not able to do anything. I said welllll how come when I booked the room it says card info only to hold room I will not be charged until checkin? She wanted to play dumb or maybe she really was. so I called bank of America claims department and explained how stupid booking is and immediately they reversed the charges without any problem. I will NEVER book through them ever again.

I made a reservation for 1 night in Valley Isles in Lahaina Maui for our surprise as we got the Hotel the reservation got Cancellation the day before because booking posted the hotel online without the permission of the hotel owner! Bookings sent us an email to advise we needed to make a new reservation now we had no internet until we got to the hotel in Maui so we dint knew about this Cancellation we tried several people from customer services from 5 pm forward to get a new hotel which on the email sent from Booking they said they would pay the difference! we asked all the people that we talked on the phone to make the new reservation because we couldn't see anything available anymore on the website so it was impossible for us to make the new reservation ourselves later on the phone with one of the managers she apologized for the other people we talked not having provided this service Manager Name Amanda she refused to give out her last name and said she would follow up and until now following day still waiting for her follow up! the conversations and several useless phone calls and driving from hotel to hotel to find a place went on through the night until one of the agents proposed we get in touch with a another hotel on the other side of the island name of hotel or house we dont know because we never found the place was Maui 2 Minutes from the beach again we got in touch with this place through bookings and made the reservation at their advise and all this is recorded in the log we have with our first reservation all the phone calls and all their advises! we made the reservation and provided the Credit card details for payment we looked until midnight for the place and we couldn't find anything even though we asked everyone we could find on the street so after so much frustration we decided to head back to the cruise ship were we all work and end this stupid awful adventure! we are crew members working for royal Caribbean in the reservations department i will make my mission from this moment forward that everyone i can will be advised never to use Bookings.com in case my complaints are not met and replied accordingly. aside from the frustration of having all of our little free time lost driving around without a specific destination we spent $300 dollars in food we didn't eat or cook we spent $50 in gas driving around and after we accepted the option given by booking for the Hotel Maui 2 minutes from the sea when we couldn't find it at midnight and we asked them just to cancel that hotel they said to us that it would be non refundable because we didn't book with them! how ridiculous is this when we asked them to make the reservation they refused and then they advise us to make the reservation on our own and don't want to take charge on all this situation! please check all the details and all the phone calls me made that should me attached to Booking Number: [protected] PIN Code: 5235
this should show we didn't spent our time relaxing and enjoying a proper day out in Hawaii and now i have a Cancellation charge of $900 on my credit card for a hotel we were never even able to find!

I booked a Montmartr studio in Paris via booking.com.
When I arrived, the studio personnel was nowhere to be found. I was waiting for a girl with keys to show up for 3 hours (!)
Then, when she opened the door the sight was just horrific: stained sheets, used before, no ceiling lights, no toilet paper. Then, the wardrobe was not usable as it was stuffed with sheets and towels up to the ceiling.
I left immediately and had to book another hotel.
Now booking.com is telling me that it is "up to the studio owner to refund me" while he in turn told me that it is up to booking to refund my credit card.
As a result, I paid for hotels In Paris twice!
Should I file a lawsuit?

on the 24th september my daughter wanted to treat her boyfriend my daughter paid for a lovely room it had aurdrey hepburn pic on the wall looked gorgeous but my daughter got a room at the back of the appartment type block near to the place she booked the place was filthy had flies and stunk of we can show pics of what she ordered and what she got know i hear booking.com is not abta protected and these places can falsely show clean tidy places when its actually stinky room with flies you will get photos of the room she booked the second picture was the room she got so sad as she is only 18 years old and dont have any money as she dont work it just makes me annoyed the never gave her money back.

I booked a room for three nights at beautiful house harrow london via booking.com and was expected to check in at 1800 however my flight was late and the hotel gave the room to someone else and charged me for full three nights. Booking.com was unwilling to help and said that even if I had paid for full three nights it was the hotel policy that if guests was late by even few hours he/she could not get the room.
This is such a con and needs to be investigated by authorities.
Never trust booking.com again.

I had a booking September 13th through Booking.com for a hotel in Venice, Italy. The hotel there cancelled the reservation without reason, warning, or notification on September 9th while in another part of Italy.

When I saw through the Booking app that the reservation had been cancelled and received no response from the hotel representative after calls, urgent e-mails, and text messages, I reached to Booking.com for support. Clearly, the hotel chose to give the room to a guest with a longer duration or a higher rate.

Their system sent a request for the booking number, which I then put in the subject line of the e-mail with an URGENT request for support on September 9th, expecting help from the "24/7 Customer Support" they advertise on their website.

I received no reply whatsoever.

We found a place to sleep in Venice because I have status with Marriott. I have no idea what the average traveler would do in this situation.

Booking.com cannot be counted on at all for Customer Support in the event of an emergency.

We booked for this B&B for the first time using this site and the advert was very nice and welcoming. When we arrived in Rome a week ago, the place is disgusting, and the breakfast given was voucher with only one small coffee and one croissant and if we want another breakfast, we have to pay. Booking.com is just fooling customers with false advertisement and don't even check closely the hotels and bed and breakfast inns properly in order to provide decent and honest service. The money we have paid amounting to £243 is wasted because of the poor service we received. That room is very much different for what is advertised and it is a hostel, cheapest place and not a good value of money. We want our money back.

Anyone out there have some idea of how to get together people who have trustingly given Booking.com their credit card numbers, only to have some problem with their booking, money gets withdrawn, and after going through the hoops, no resolution?
If Booking.com gets only a small percentage of these "your problem is with the Hotel", they could actually be earning lots and lots of money, for effectively ignoring complaints.
I'm not sure what it's called...something like a "class action" but there must be some way to get attention drawn to this issue.

Booking number: [protected]

WARNING: When searching for particular dates in booking.com they may still show you properties that are available on dates outside of your parameters - often times with "1 room left" urgency encouraging a rushed purchase decision for a room not actually available during your original search window.

When searching for a quick vacation destination on booking.com for myself and my fiance, we selected filter parameters for check-in Dates September 3rd - Check out September 4th.

We were shown several properties and found one at Crowne Plaza at Lake Placid (5.5 hours from us) and there was only ONE room left so we booked it at 3:28pm on Friday, September 2nd.

We woke up at 4am this morning (September 3rd) and drove 5.5 hours to Lake Placid, NY only to discover that the reservation was made for FRIDAY, September 2nd - - not Saturday.

They were fully booked for Saturday and our card was charged. We could not find any hotel that had room for us last minute (not to mention we already lost $230) so we had to get back in our car and drive another 5.5 hours back to New Jersey.

Upon reviewing the receipt I see the date was for the 2nd (not the 3rd) however, I requested a refund from booking.com on the following grounds.

1) My search parameters were for Saturday-Sunday (not Friday) so why would I be given an option to select a booking for Friday? I did not select "flexible dates" as they were not flexible.

2) I marked my check-in time as NOON (assumed for Saturday) however I made the reservation at 3:28pm. If you system saw my request to check-in hours earlier than humanly possible, why would it not alert me to the error thus preventing the sale to go through?

As a Vice President of a National brand - I gave booking.com the opportunity to correct this issue with their site and do the right thing and issue my refund. I understand legally they are "covered" because the confirmation email had the erroneous dates and I did not "catch it". I am simply asking for booking.com to do the right thing under the two considerations I posed to you above.

They have replied to this complaint above with denial of my request so I choose to post this review on every site I can in order to at minimum prevent other consumers from going through the same experience I did.

On Wednesday 31st August I contacted the telephone number as stated on my booking form in order that I would have access to the keys for the accommodation booked for the evening of Tuesday 6th September 2016, which was Stassinou Suite, 46 Stassinou street, Strovolos, Nicosia, Cyprus.
(+[protected]). I was informed that this accommodation was not available as it was being refurbished and I should have been notifed by Booking.com. Had I not contacted this number I would have made a long journey to Nicosia to find that there was no accommodation available. Needlesstosay I am not very pleased and it is more than likely that I will not be using booking.com in future.

Rushing to long island to see mother out of st. Francis hospital. Told i might need to stay in hotel. At about 5 pm i booked thru booking.com a "no pay unless you stay" at inn at great neck, li, ny. Put expected arrival at 10:00 -11:00 pm. At 7:45 pm ish i tried to cancel and no option. Only option was cancel at reduced price of room 160.00 as opposed to 179.00 roommate. Hotel said too bad. Booking.com said nothing they could do. And hotel not even going to agree to reduced price which was moot point. I read all before booking room and it was stated as 'no stay no pay." totally unethical. Felt cheated especially when i think how my mom could use that 179.00 . I thought great neck inn & booking.com were better than that especially since great neck inn near hospital and must get distraught last min hospital visitors. At a loss . Can you help?

I made a booking via booking.com to st pancras renaissance london. Due to other commitments, i cancelled it in due time and receive a no fee cancellation email from booking.com. I was charged anyway for a no-see fee - 1 night at the hotel plus tax -. I reached at booking.com and the hotel and despite providing all necessary documentation to prove the charge on my credit card, still awaiting my refund, one month later. Booking.com again? No way.

Booking. com flooded me with "free cancelation" emails so I gave them a try. I have booked travel all over the world using these types of sites.

I booked a 3 night stay for september 15-18, 2016 on august 1st and canceled it on august 4th. The booking. com site promised free cancelations. I was then charged $291.90 cancelation fee from erik's retreat. Their official policy is a 70% charge if canceled 30 days in advance and 100% charge after that time. I didn't read the policy carefully but assumed that I was well within any window by canceling 45 days out. I tried to work this out with them and they not only would not return my call, but I received an email from their attorney. I am a very experienced traveler and have lived over seas - never have I been charge a fee for canceling a hotel room - let alone after canceling in only 3 days and with 45 days notice. Please be careful! Even a seasoned traveler can get cheated! What's even worse is that they gave me the excuse that they are a non-profit and it is a "donation for autism". I actually donate to that cause so it is really insulting that this is how they conduct their business. Please be very careful with both booking. com and erik's retreat in edina minnesota.

I submitted 2 hotel reports to Booking.com recently; only the positive one has been published. It's one of the reasons why I'll not use their services anymore. I can see you absolutely cannot trust that website and their ratings.

I travelled to Colombo, Sri Lanka and I had booked a Villa via Booking.Com for 2 nights, Booking Number [protected] PIN CODE 6249. Half an hour after I had checked in my room, Reception called to inform me that there seemed to have been a glitch in the system because even with my confirmation, Booking.com had overbooked the room and they had no choice but to move me to another hotel (which I had no idea where it was or whether I wanted to move, I am pregnant by the way so you can imagine the inconvenience !)
I find this kind of overbooking completely unacceptable which leaves you with little or no choice of where the other hotel wants to bump you, particularly when you have come for a short stay.
I will not be using Booking.com again and I will not be recommending it to anyone else.

After a recent booking made via booking.com, they deducted £75 from my bank account without my knowledge. They were able to do this because I had trusted them with my bank details since joining their site 3 years ago. I paid for the 2 rooms in cash on arrival (£100). The first I knew of the additional charge was in an email a few days later, telling me I was being charged for a stain on the mattress. I contacted Booking.com about it, hoping they may reconsider or at least be prepared to compromise with me when they heard my side, but they stood by their action, which was to compensate the hotel for damage which had been there long before our arrival. The main message I want to warn other customers about is that Booking.com deduct monies from your account without your permission. I have seen other warnings by customers warning of the same. they tell you your details are used only to guarantee your booking but it seems to me that they see it as their right to use your account to pacify disgruntled or unscrupulous hotel owners. I was wrong to trust Booking.com and am closing my account with them after this disappointing experience.

Hi. I made a hotel reservation for 2 weeks but travelled with a bad e-coli infection which got worse; I had to go to the hospital and left the hotel after 2 nights. The hotel owner agreed that I leave money for 2 nights. The day after I left the hotel made a hold on my debit card for the whole 2-weeks amount. Booking no. [protected]

I assumed this was a secure resource for confirming a hotel reservation I was profusely mistaken. I booked a room using my American Express card. The room was confirmed and I was extremely happy. Two days later a receive an email from the hotel saying they did not accept American Express only Visa And MasterCard, two cards which I do not have. I called booking.com to cancel the reservation and they were not helpful at all they said I would still have to pay the hotels cancellation fee even though I was never told the hotel doesn't take American Express and the reservation was made and confirmed. Very very bad. I will never use them again.

We booked a room from 13th-19th june 2016 through booking. com at the premier inn watford north, st alban's road, garston, watford, wd25 0lh. We specifically requested an accessible room with walk-in shower to allow myself as disabled the necessary access for personal hygiene. Without these basic but essential facilities my basic needs are not fulfilled. We were assured at the time of booking that our requirements would be provided. However upon checking in at the reception on arrival following a car journey of 245 miles and taking 4.5 hours (From hartlepool, cleveland) we were informed by the hotel reception that not only were we not provided with an accessible room but that the hotel did not have any disabled rooms at all. We feel that we have been sold a product that clearly was not available. We point out the staff at the premier inn were helpful as could be but this did not alleviate the situation. A call to booking. com proved little success although we were told that if we could find alternative hotel accommodation then a refund of our paid £657.88 could be provided. As we were visiting family to see our first grandchild a return to the north east was not an option. We desperately tried to book a different hotel but for whatever reason something must have been going on in watford and so we had no luck in finding suitable accommodation. I repeat that we have been missold a service that was not even available and that compensation should be forthcoming. Fortunately the birth of our grandchild alleviated a lot of our pent-up disappointment.
Mr michael codner
33 millston close
Hartlepool
Cleveland ts26 0px

Hi,

I made a booking at appart'city using booking.com on 24/07/2016 at 2pm IST. I made a free cancellation reservation with which I will pay at arrival and they asked for credit card no. Only. Then at 11pm I got a message from my bank that 8K has been deducted from
My card. With no security key or anything shared I lost my money. This booking.com is fraud. Please stop giving your credit card no. To them.