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Booking.com Complaints Page 85 of 85

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12:47 pm EDT
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Booking.com booking.com's inconsistency with the hotel policies

On June 2, 2010 I have made a hotel reservation from booking.com on behalf of a friend of mine who was planning to visit Prague and stay in My Hotel Apollon from June 25 to July 6, 2010.

This reservation was necessary for her visa application before coming to Prague, and the reason that I advised her to use Booking.com was its flexibility in the cancellation process in advance in case the visa in question can not be obtained on time, which can happen quite often in the Czech Embassy in Istanbul.

As you can see from the link: http://www.booking.com/hotel/cz/apollon-prague.html?aid=304142 and the screenshots that I attached, the Hotel Conditions section for My Hotel Apollon clearly states that no fee will be charged on the credit card until the 24 hours prior to the booking start date. Based on this information, I logically I assumed that Booking.com would prove a trustworthy site which could be relied upon not to abuse the sensitive credit card information provided. Unfortunately, this proved to be far from the case.

On review, the "small print" of the booking on the second page was understandably missed given the clear assurances to the contrary on the first page of booking. Without noting the small text in the
Conditions column below, I therefore continued with giving my friend's personal data and credit card information, assuming that the transaction would be kept on hold until one day prior to the booking date.

Unlike stated on the website, I was informed by my friend that the equivalent of 423 Euros in Turkish Lira currency was in fact credited from her account by this hotel. On review of the reservation details on Booking.com, I noticed in a separate page that, in blatant contradiction to the flexibility so generously offered on the first page, that cancellation was in this case not a possible option after all and the reservation would be charged anyway.

I am very frustrated by the inconsistency between the information given on this site and the hotel's policy. Now my friend is having problems with getting the visa, and probably she will not be able to come to Prague on the stated dates. This is not only the abusive use of my friend's personal details, but also a big amount of lost money which has been illegitimately drawn from her credit card just because that booking.com didn't show My Hotel Apollon's cancellation policy in a clear and consistent way on their site. I am attaching some proof images, just have a look to avoid falling into this scam. I have contacted both the company and the hotel director, asking for a refund to compensate their negligence, but booking.com refused to pay my friend back what they have already taken claiming that this is the policy of the hotel and not that of Booking.com. I am going to share this unfortunate experience with everyone I know until they correct their mistake on their site and refund what they have taken from my friend's credit card.

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kontrotmemuru
NL
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Sep 11, 2010 1:39 pm EDT

As I have seen from the 1st picture you attached, under the hotel policy part it says this is the general hotel policy it may vary per room type...

I think most of us not even reading conditions of websites that we are shopping from...

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11:58 pm EDT
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Booking.com double charges for stay

booked hotel vintimille france (ref :[protected]) in Jan 2009 through booking.com. gave credit card details as per booking format and for in case no show. Visited france Jan 2009, stayed at hotel, paid the full and final bill of 119 euros when checked out.Later after 15 days recieved CC statements, shocked that the also charged us on our credit card. Since then we have emailed and are in communication for refund of double charges which they have agreed but not sent us yet
zoeb badamia

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mohd aidil tupari
MY
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Jul 04, 2010 6:31 am EDT
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i also faced the same problem on my recent trip to hollnad and london...used booking.com to book for hotel...duly stayed at the hotel reserved earlier...paid the stay in cash but ot my shock i was also charged on my credit card...never reveal your credit card detail online...it is a scam...

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8:13 pm EST
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Booking.com misleading, charged in full even though it said that I can cancel until day before arrival

I booked a hotel in Ottawa through booking.com and, even though on the page it clearly says "If cancelled up to 1 day before the date of arrival, no fee will be charged", my credit card was charged the full price, months in advance of my stay. Supposedly somewhere it said that the room is "non-refundable", what ever that is supposed to mean. For one, it is not visible, and second, it is never explained. I went back and tried to find an explanation, but to no avail. I was very careful to check the policy on cancellation, which clearly stated that I have until the day before the reservation to cancel. I saw no mention of being charged right away and not being able to make ANY changes to my reservation at any point during my reservation. Booking.com is deceitful, dishonest and misleads customers. I will NEVER book through booking.com again. Their customer service response basically says that they do not give a damn.

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Michael3
Antrim, GB
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Sep 26, 2010 2:09 am EDT
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Same here - I cancelled online and was told on-screen that there was no charge. However, no email was sent out to me and, because of this lack of evidence, Booking.com charged me as a no- show. Polite rejection of my claim but not listening! Lesson learned and now using every opportunity to tell the world to avoid them.

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LynnC
AE
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Jul 28, 2010 7:37 pm EDT

Oh my god! I totally understand how you feel because exactly the same thing just happened to me. It states clearly on the booking page that "If cancelled up to 2 days before the date of arrival, no fee will be charged", and i made my cancelation 1 month prior to the arrival date. Still, 90% of the total fee was charged. The information given on the booking page and the confirmation page is totally different. They are misleading the costumers. Even though I made a call, sent the email to complain. Nothing changes. I will never ever use this website again.

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4:27 am EDT
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I had been(!) using booking.com for years and during this time I felt comfortable about giving my credit card details to them. However, I realized that this was a big mistake because I understand that they just pass your credit card details to the hotel and feel no responsibility about it, they dont care if the hotel overcharges you or even charges you for...

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10:06 am EST
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Booking.com charged and then booking canceled

We booked to stay at the above resort for 7 nights, at the time of making the booking our card was charged for 6 nights. We later received an email informing us that the booking had been canceled as our card details were incorrect. Two weeks after our funds were stil not refunded and we were stranded in orlando with 2 young kids and no accomodation. When we contacted them they stated that we had insufficient funds in our account, they were not aware that they had charged our card. We have recieved no apology, and they have now refunded less money then they original charged.

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BernieRankin
London, GB
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Sep 15, 2010 4:13 am EDT
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Well I have booked with these idiots 4 months in advance and I have been asked for my credit card details again TWICE for confirmation despite them already sending me a confirmation!

Despite me already confirming it with my details twice... the booking was then cancelled "because I did not give my credit card details"

I am dealing with the hotel directly now but the price for the room has now gone up by 80 Euros... I am going to contact my bank now and tell them to watch out for my account being debited...

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Cath99
Toronto, CA
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Feb 24, 2010 8:18 pm EST

Wow, I just received the same email. I am sure that my car was fine, I am now really worried and will have to monitor my CC. What a scam.

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eliptic
SE
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Aug 15, 2009 4:04 am EDT

Did book a Hotel in sunny beach Bulgaria (Dune residence)

The hotel description showing a Fake Drawing(hotel picture) on a 4 star hotel with pool and direct access to the beach.

When check in it show the hotel are just a condotel and a annex to a Hugh overcrowded charter hotel(burgas beach hotel).
The "Dune" have absolutely no amenity's and are 300 meters from the beach behind the "main" burgas beach hotel

booking.com take no responsibility for the Dune residence cheating the costumers with fake pictures and information on the website of "booking.com"

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12:25 pm EDT
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Booking.com bad service

My complaint is because bookings.com works with a hotel by the name of Bungalowpark Domaine de Chodes in Belgium, which apart from being of awful quality, also rips off their customers. In the confirmation they sent me they said that the credit card was only for reservation, and that they wouldn't apply payment. Then they asked for a wire transfer. I sent the wire transfer, and immediately after they charged my credit card. In that sense they charged me twice. During my unfortunate stay at the hotel I tried to get reimbursement and they gave me the runaround, it is 6 months later, and now they tell me that the rate was wrong... Clearly this is a fraud. My complaint is that booking.com should make a more thorough due diligence of the hotels they provide access to on their site. In this case I was robbed. Will never use booking.com again, and recommend that people be aware that the quality of the hotels they provide in very questionable.

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Kat Rose
US
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Aug 15, 2016 7:54 am EDT

I booked a non-refundable room, but the hotel weren't able to supply it and are instead forcing me to stay in a more expensive room. Because the room was non-refundable, I cannot get my money back and have had to pay £40 more than I agreed to.

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Tilanda Morton
US
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Jul 27, 2016 6:33 am EDT

Long story short.Booking.com cancelled my reservations as a no show, because we changed the dates.You all cancelled before our trip reservation dates. Now your telling me you charge to change the dates as if you cancelled. Unbelievable tactics, I would like a full refund. All of this was booking.com and oceana venice fault., not us the consumers. Please take responsibility for your actions.Stop taking people money this is so unfair to all consumers. It's called mis leading your consumers.

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oman motiani
OM
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Mar 20, 2016 10:32 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

booking.com penny wise pound foolish
they cheat customer and government they pocket the tax. As I mentioned them before also that this way you will be loosing your business.
and you will be one of them it has come true and I can see so many companies with less price sometimes.Booking.com charge you 15 usd extra per night on each room. or they mislead you room size and charge you more if you compare other sites.
2. Also you see many complains against them.
3. I have saved so much money not going through bookin.com

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Prewelli
GB
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Mar 16, 2016 1:21 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

I Booked a hotel in Nice using Booking.Com with a sterling price on website. On receiving confirmation I find that the amount will not be taken until I arrive at the hotel- 6 months time and in euros- by which time the price may have moved in a detrimental way. I made the booking thru Easy Jet but the booking was directed to Booking.Com- I would never have made this booking if I had known it was Booking.com- cannot get a reply on the phone.Desperate - pensioner and cannot afford the difference in exchange rate

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ozge ozgemis (ozgemis)
US
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Mar 08, 2016 6:51 am EST

I made a reservation on booking.com with a b&b whch accepted my late check in on the phone. However, in the end they didn't wait for me and me being alone in a foreign city in the middle of the night is not their problem. I told this to booking.com but they refuse to reimburse me because I had no evidence. Conversation was made on the phone and they told me they cannot help me with that. Eventually, I was in a bad situation and I had to pay for the hotel and no one helped me about it.

Never use booking.com they should choose their partners wisely and protect travelers.

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Reviewer42655
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Feb 26, 2016 1:09 am EST

Booked with booking.com for Beachcomber Hotel Surfers Paradise QLD..

I called the hotel to enquire about check in only to be told there wasn't the room for my family..

Called booking.com spoke to a Steven/Stefan only to be hung up on..

Then called back then again hung up on..

Called third time asked for a supervisior after 5 times requesting 1 finally got transferred to 1 only to be told its my fault nothing they can do then hung up...

DO NOT USE BOOKING.COM They are so rude...

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Neftali
Netherlands Antilles
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Jan 05, 2016 8:49 am EST

Had the worst experience with Booking... REALLY unprofessional staff! i reserved a vacation home and when i got there Christmas eve, it was occupied! what a shame! after 2 hours of waiting on the line, they offered me a villa that is $906 more than what i already paid and said that they will refund afterwards... Well that NEVER happend! not even a compensation was offered!

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Ivanova
US
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Oct 29, 2015 11:57 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Hi, I booked a room for 6 nights via Booking in Low Cost Bed Point Be Hostel on 24 october 2015, 16:38 with a free cancelation. I had to cancel in just a few hours which I did more than a month prior to check-in date: on 25 october 2015, at 07:45. My booking number is [protected].
However on 24 october 2015 my card was debited with 65 euro - a 30% deposit. My account at booking.com shows I have cancelled the reservation: "We have sent an email confirming your cancellation your email. We are in the process of updating your information. This change will soon be visible everywhere."
I received a confirmation email that the reservation is cancelled with 0 cancelation fee.
I contacted booking.com with the question when my deposit will be refunded and they promised to get in touch. Meanwhile the hostel changed the fine print by adding that the 30% deposit is not refundable. But as this was made post factum and it was not written anywhere during my booking and in my confirmation email, they still are legally binded to refund my deposit. Could you kindly look into this and refund my money back. Waiting urgently for your response. Kind regards, Y. Ivanova

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beno12
GB
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Jul 26, 2015 10:58 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booked a hotel on booking.com for 1 week under their supposed special rates which were non cancellable. In under 24 hours i found that it was not a special rate nor was it cheaper but infact they was charging more. I contacted them and asked for a price match and terms and conditions match. They refused terms and conditions match. Their price match was still more than what was being charged elsewhere.
Arrived at hotel - not as described. It all made sense why it was non cancellable. People could see into our room from overlooking apartments. There was no privacy. The hotel added additional fines and rules. Which i could not agree to. I contacted booking for assistance and asked them several times for their complaints procedure. I am still waiting for this. But booking did nothing to help. I would never use booking.com again nor would i stay at that hotel again. Worst company ever

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Tablet123
TH
Send a message
Mar 19, 2015 11:07 pm EDT

Booked 4 rooms; 2 adults, 1 child, breakfast included. Total 8 adults and 4 children
Was asked by the hotel to pay extra for the children breakfast.
Booking.com refused to honour the booking agreement

ComplaintsBoard
12:00 am EST
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Booking.com this is a scam!

My complaint is because booking.com works with a hotel by the name of Bungalowpark Domaine de Chodes in Belgium, which apart from being of awful quality, also rips off their customers. In the confirmation they sent me they said that the credit card was only for reservation, and that they wouldn't apply payment. Then they asked for a wire transfer. I sent the wire transfer, and immediately after they charged my credit card. In that sense they charged me twice. During my unfortunate stay at the hotel I tried to get reimbursement and they gave me the runaround, it is 6 months later, and now they tell me that the rate was wrong... Clearly this is a fraud. My complaint is that booking.com should make a more thorough due diligence of the hotels they provide access to on their site. In this case I was robbed. Will never use booking.com again, and recommend that people be aware that the quality of the hotels they provide in very questionable.

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Absolutely Furious
US
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Jun 07, 2025 3:29 am EDT

Totally useless customer service and no ability to complain to them if a booking fails. I’ve written countless emails, to customer service, Glenn Fogel and others. They simply do not care that I lost my money on a booking at Best City Home Near Checkpoint Charlie and was stranded in Berlin.

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Carol Slater-Mason
US
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Aug 03, 2024 8:35 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

i have sent you 2 pages of complaint about my booking at the bruce hotel in early june, please reply,i expect a full refund

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Bilana
US
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Jul 22, 2024 6:10 pm EDT

I got my booking cancelled 3 days before my stay, without any explanation at all. And the property was available for those dates after the cancellation, only for more money! I wrote to customer service, but received no reply at all. We were already in Corfu at the time, with everything booked including 3 day stay in Parga, and just left stranded

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B.chilld
London, GB
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Jul 14, 2024 2:13 am EDT
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Imposible to contact by phone or email. Have not got a booking reference so contact with bookin.com is imposable, accommodation has my booking, but I have not been sent a booking reference nor is there any record of booking on my account Hawthorn cottages Oban 25-27 August 2024

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Declan Carroll
US
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May 12, 2024 1:30 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

I paid Booking.com $1051.13 in January 2024 for 5 night's accommodation at Newport Beachside Hotel in Sunny isles Florida Conf. # [protected] pin code 858151. My card was charged, a few days after I checked out, by the hotel For $904, they claim that Keytel did not pay them so I had to pay again. Date of stay was 03/11/2024 to 03/16/2024

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gregory snyder
US
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Feb 12, 2024 4:13 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

I made booking reservations for 2 rooms for 2 nights and Booking.com duplicated this request and booked me 2 rooms/2 nights twice and charged me twice.

Booking ID [protected]

Booking ID [protected]

Booking ID [protected]

Booking ID [protected]

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Natalie Swarovski
US
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Jan 14, 2024 3:22 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

I bought tickets for dreamworld all day at booking.com . On the day we were about to split up, the park was closed due to weather issues, so we couldn't go. We live 10 hours away from there so we asked for a refund but they don't refund us.

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R B
US
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Dec 26, 2023 8:29 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

My Booing number is [protected] PIN 2396

I was only supposed to be charged for a deposit but the Hotel Grand Mecure has charged us the full amount.

Is this Correct is there any thing that can be done.

Please write too me my email is kevard807@gmail.com.

kind regards

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Komals1
CA
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Dec 11, 2023 2:57 am EST

I booked my Ticket through Booking.com and its been 2 weeks no update on my refund and they have no deadlines to how much time it takes!

Simple one answer, we have escalated to Airline and its pending at their end.

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Angela Morgante
US
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Nov 04, 2023 5:28 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

A guest has made a booking request for 3 nights on Monday 23 October 2023 and before confirming they want to know if they can check in earlier. The platform does not allow me to respond to them without it being confirmed! This is really not good enough and could lose this booking.

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Booking.com

20 October 2023 - 05:23:34

Frequently asked questions (FAQ) about Booking.com customer service
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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.

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    +33 153 251 312
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    France
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    Germany
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    Italy
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    100%
    Confidence score
    Portugal
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    Switzerland
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    China
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    Hong Kong
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    33%
    Confidence score
    Malaysia
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    Singapore
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    14%
    Confidence score
    South Africa
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    60%
    Confidence score
    UAE
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    Mexico
    More phone numbers
  3. Booking.com emails
  4. Booking.com address
    Herengracht 597, Amsterdam, 1017CE, Netherlands
  5. Booking.com social media
  6. Janet
    Checked and verified by Janet This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Jul 03, 2025
  7. View all Booking.com contacts
Booking.com Category
Booking.com is ranked 1 among 61 companies in the Travel Agencies and Tour Operators category

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