Booking.com

I set the filters with no prepayment and free cancellation, but I lost about C$250 when I cancelled the reservations.

They said the deduction is because of the conversion of the currency. My point is with the condition of free cancellation and no prepayment, they can keep the card info as they always did before, but they really shouldn't take the money from my card. Not sure why they need to convert the currency 11 months before we live in the hotel?

We have booked accommodation at Hotel Trianon Rive Gauche, Paris, through Booking.com. We were under the impression that airport transfer would be available since our hotel total is over AUD $7000. But, since we are arriving by train from London by Eurostar, instead of flying in, on Friday 22 September, could we not be collected from the Gare du Nord station and taken to our hotel?

We have contacted the hotel as per your advice but they said that this offer is provided by Booking.com.

Will you honour your advertised promotion as below and able to organise the transfer? Please advise.

Book a stay over ‎AUD 1,484‏ at this property and get a free ride from the airport

To whom it may concern,

We booked a holiday through Booking.com to Nice, from 14th August until 21st August. The holiday cost £1630. This is our one annual trip abroad, where we fully switch off from work and everyday life. We book (and have booked in the past) numerous apartments through Booking.com. We do this primarily because we felt that booking through an intermediary would give us more security and protection, should something go wrong.

Our experience this summer has thoroughly dented our confidence in Booking.com. On the third day of our stay, we noticed a leak from the boiler. We spoke to the rental company (MyCasa) who sent an engineer. Unbeknownst to us, the engineer disconnected the boiler, thus leaving us with no hot water and a potentially hazardous boiler as it had been “condemned” by the engineer. Returning to an apartment with the patio door wide open and wondering why we had no hot water, we rang MyCasa for an explanation. After being rudely, arrogantly and unhelpfully dismissed by “staff” at MyCasa, including the Assistant Manager (who told us an initial lie that we had ran out of hot water, then that the boiler had been condemned and it would be a “few days” before they could install a new one) we could, “Leave the keys on the table. Check out. I don’t care. Leave us a bad review.” and Branch Manager (who did not apologise, offer support or speak, until prompted, then handed the phone back to his colleague without offering any kind of solution because we were clearly an interruption to his day), we felt we were left with no option but to speak to Booking.com, so you could act as mediator to resolve this issue. A helpful agent named Danver advised us. He explained that the best solution would be for Booking.Com to contact MyCasa, recommending a refund for the remaining nights and compensation for the distress and inconvenience. He then advised that with the refund we could book in elsewhere and Booking.Com would support us with recommending somewhere to book through your site. Danver tried to contact MyCasa but was unsuccessful and advised there was little more he could do that evening but would email them and give them 24hrs to respond. After lengthy discussions we felt it would be prudent to book another apartment that evening as we had no assurance that the boiler was safe and no hot water with no date as to when this would be resolved, we only had 5 remaining days of our holiday left (booked under Matthew Herd, booking reference: [protected], another £1646.94 cost to us).

As our holiday progressed, we rang Booking.com every day for an update on a refund for the initial apartment booking and compensation for the hassle and stress of moving midway through our holiday. We feel that we should not have had to spend three hours of our holiday chasing you for an update. We were then dismayed to hear that Booking.com only chase a company when the customer contacts Booking.com: this feels regressive as you should be chasing the complaint from the first call. As it happens, MyCasa just ignore emails and if called, place you on hold for upwards of 25 minutes, then hang up. As happened to us and your agents: this leaves us and you in vulnerable positions.

We feel frustrated that Booking.com is a platform for potentially unscrupulous persons and companies to advertise properties, leaving customers in need of a holiday, in no man’s land. These persons could be disrespectful staff, leaving customers on hold, hanging up, or ignoring emails. When customers have paid months salaries to enjoy seven days abroad, this feels like customer service from people with no professional skills, yet still advertised on TV.

We acknowledge that you gave us 20% (£347) of your commission as compensation but feel the emotional and mental toil we went through during our holiday, far outweighs £347. We spent almost £3500 through your platform this summer and feel like we need another holiday to recover from the disaster of this one. You have even made profit from our second booking.

We are frustrated with the ability of Booking.com to resolve any issues, other than be a point of call to vent our frustrations. Had we known Booking.com has such little power, other than to be a platform to book hotels and apartments on, we would not have used you.

Overall, we faced challenges this August that no one wishes to face whilst on holiday in a foreign country, leaving us in fear of potentially being poisoned by carbon monoxide, having no hot water, dealing with disgraceful staff, and having no choice but to book an alternative hotel. We are requesting a full refund of our initial booking plus compensation, which we will accept as £347 already paid.

Finally, if this is the kind of company you have lowered yourselves to advertising on your platform, we will happily and expediently look to book with Expedia or AirBnB in future.

Yours faithfully,

Matthew and Sarah Herd

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 same day later I receive an email from booking.com enclosing an answer from the hotel saying that "virtual credit cards can't be charged twice" (I have a Revolut account with a physical credit card).

On the 15th I phoned booking.com explaining the problem, and they promised to solve the issue as fast as possible. They asked me to send the proving documents again, so I sent them once more.

On the 21st, almost one week later, still nothing happened, they didn't even answer my request, so I called again. I submitted the documents for a third time.

Today, the 24th, I sent them this message on the chat: "Given that I still haven't received my money back after 3 times trying to solve the problem, after sending the documents that prove that you charged me twice for this reservation, after calling you twice, as of today I am taking legal measures to deal with this." To which they send me an email saying that the following information was missing from the bank statements:

The merchant name

The transaction date, amount & currency

Which is absolutely not true, all information is there!

I am desperate, because they are doing nothing, just keeping my money. Could you please help?

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 Elderwood Drive, M5P 1X4 Toronto, Canada

For 6 nights from Wed 26 Jun 2024.

I have never had this problem before but when I complete the credit card details it repeatedly says ‘sorry we have not been able to take your payment’ This have been happening since yesterday.

I have tried various credit cards as well and get the same message. This is becoming very frustrating. Help please

This evening I tried using the mobile app. I found that I was offered a further 10% discount for using the mobile app but again I got the message ‘sorry we have not been able to take your payment’. I have tried phoning this evening but without a booking number the call does not get past to an agent.

I need help. I have never had this issue before. Can someone please call me……or do I have to go public through social media about this

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.

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.

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.

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.

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

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]

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 months, I have NOT yet received the refund.

REFUND amounting to IDR 34,589,198 as shown Credit Card statement of BCA (Bank Central Asia)

17-APR 18-APR RUMBO MADRID ES (EUR 2.090,44 X 16.546,37) IDR 34.589.198

Credit Card details:

Issuance Bank: BCA (Bank Central Asia)

Card number: [protected]

Name of card holder: ROLAND SINAGA

Valid thru: 12/23

Please settle the REFUND as soon as possible.

Thanks - Roland Sinaga

Cellphone: +[protected]

---------- Forwarded message ---------

From: Best Western Plus Toronto North York Hotel & Suites

Date: Fri, May 12, 2023 at 7:17 AM

Subject: Booking cancelled for Best Western Plus Toronto North York Hotel & Suites

To:

Booking.com

Confirmation number: [protected]

PIN code: 0093

Your booking has been successfully cancelled for free

Dear Roland Sinaga,

We can confirm that your reservation at Best Western Plus Toronto North York Hotel & Suites has been cancelled. You don’t need to take further action, but if you have any queries for the property, their contact details are: +[protected] . The property is responsible for payment and they’ll handle any refunds (if applicable) automatically.

Best Western Plus Toronto North York Hotel & Suites

50 Norfinch Drive, North York, Toronto, M3N 1X1, Canada CANCELLED

Phone: +[protected]

Email property

You booked for 2 adults

Check-in Thursday 15 June 2023

Check-out Thursday 29 June 2023

Booking number [protected]

PIN code 0093

Free cancellation CAD 0

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 paid $295 per night for this in Detroit? The other issue is safety. The keypad you need to enter the hotel is next to the 711 convenience store. On Saturday night, I saw the metal detectors set up, outside of the hotel. So all of the other times, you are left trying to enter the hotel when very undesirable characters are right near you trying to get into the hotel using the keypad. It seems that the Detroit police used the metal detectors in areas they have had issues, and the only one I saw by a hotel was in front of the Sonder, the Randolph. The only person I ever saw was a security guard by the elevators and on the last day, the man that knocked at my door 45 minutes before checkout. I was so frustrated when I got to the room, due to the condition, I was not going to take even more time trying to find out how to contact someone. The reason, Sonder has you check in after 4pm and checkout by 11am. Trying to deal with booking.com was just as bad. They made it sound like they would get me a refund. One escalation manager said Sonder refused and one said they never responded. One agent left me on hold for a 1/2 hour then came back and hung up on me. They offered $50 when I paid $590 for two nights. I told them to keep it as that was not appropriate for what I was given when their site said it was a 4 star hotel and it was about a one star if that. I even wrote to their CEO and was just ignored. booking.com claims they use the feedback to address hotels, but I shared feedback on websites showing how bad this hotel is and they just ignore it. Booking.com seems to be only concerned with their $$$

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 that a room with 1 double bed is what had been reserved, not a room with 2 double beds. The hotel was 100% full and had no other rooms to which we could be moved. When I contacted Booking.com, I was told that my reservation was made through a partner company, and therefore Customer Service could not help me. So, the hotel blamed booking.com and booking.com blamed a partner that I had no idea I was involved.

Confirmation# [protected]

PIN 020260

I can provide a copy of the confirmation notice from booking.com, which clearly states the reservation was for 2 double beds. I can also provide copies of all email correspondence while I was trying to resolve the problem, which show repeated scripted (and unhelpful) responses, as well as the 1 extremely rude response. I was repeatedly told "sorry we can't help you since this reservation was made through partner company". My confirmation notice was from booking.com and I was unaware of the involvement of a partner company. When asked for the contact information for the partner company, my request was ignored. I was also repeatedly told to contact the hotel, which I explained several times that I had already done. Not one of the 8+ customer service representatives I communicated with offered a shred of helpful input, but instead they all said "Not our problem".

When complaints through the website made no progress, I tried to email a summary to an email located on the internet. This was returned, saying that it no longer in use, and referred me back to customer service on the website, which is what I had been trying to use for the previous 36 hours.

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.

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

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

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”

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.

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.