Booking.com

I have tried every avenue to get contact details for your customer support team, your website states I can contact you via phone or messaging, but there is no link to be able to open messaging or no phone number listed to be able to call.

I have checked the internet (several sites) each one directing me to your official website, which does not give access to live chat, messaging of phone numbers.

Hi there

I have been trying to make a complaint through Booking.coms internal email Comms for over a week.

I am disgusted by the service.

In short - I booked a holiday for 8 nights to Apartments Soliceto in Alcudia Majorca to arrive 20-28th August. The cost was given as £2500 (Euros) plus VAT. 2 bedroom and confirmation said 2 Adults and 4 kids - even though we are 2 adults with my 2 kids.

This was my Max budget.

We changed the dates once after for an extra night to match flight change.

However on the 18th June the Apartments emailed through Booking.com to say as I hadn't said I had 2 kids with me - the price would be going up and it would be over £3K euros - which I could not afford.

On the 18th June - I replied to this email to say if this was the case I would need to cancel.

I had a booking through Booking.com in June - a night in a hotel in Carcassone. The price advertised included breakfast yet when I came to book - I was told it was just price for room - breakfast for my family was an additional £60!

£60 for 2 adults and 2 kids eating toast or fruit - is OTT.

On the 18th June - I felt like I'd been 'sold' into something twice at a lower price, with the intention to hit me with extra charges later.

I cannot afford to go over my budget by £400 in case of Majorca.

We booked this accommodation casa Mia amalfi through booking.com.

The hitel showed air conditioning. We reached there in the middle of a heat wave and the AC was not working. We asked for a fan and they said they can’t provide one, the AC should provide ‘optimal cooling’. I messaged the property again telling them it’s not working and now we are sweating, my daughter has become sick. They said the AC was ‘Working’ in the morning. And I have to wait. I waited more and then messaged again for which they said they will send a technician. The technician came around 8 pm at night without any tools, and after checking said it’s not working, mah be theirs no gas or it’s broken. They couldn’t fix it. We leave the room telling the owner and asking for refund. He provides me an alternate accommodation that is not in Amalfi, it’s in Manori town and I don’t want to stay in Manori. I said no I don’t want this accommodation, we leave the accommodation with the family and book another hotel in the area. This whole time booking.con customer service was informed if the situation. We called them, we messaged them, they said they will try to help us. But until today? Nothing has been done. I have not been refunded, no one has apologized with a proper solution. No proper solution was given and customer service is making me go in circles. Where can I escalate this problem to someone who will actually listen and have the ability to help me with refund.

If you are or ever plan to be a User of Booking.com platform for either your travel or lodging accomodations, I hope you never experience an issue that requires Booking.com Customer Service assistance particularily with their lodging Partners.

I had a terrible experience with a 2 night Lodging booking made on Booking.com on July 25, 2023 with an Ontario private partner. The dates for the lodging were for August 4 and 5, 2023.

Because of the planned activity dates being changed we subsequently had to cancel the booking on July 27, 2023, We received confirmation from Booking.com that our Cancellation was successfully completed and was Free as it certainly was completed well within the stated policy outlined for this property.

In checking my Credit Card I did find that the Booking,com property had already billed the full amount for the lodging. As per Booking.com process any billings were the direct responsibility of the Property and they provide contact phone number and email address. Well this was a major problem as they never replied to my email follow ups and also you cannot reach the property at the phone number as "mailbox is full" and remains this way weeks later.

This is when I attempted to obtain the assistance of Booking.com Customer Service. It turns the process to do so is extremely difficult and is certainly not user friencly and for that matter appears to me set that way purposely.

When you follow what system they have in place, it does not allow for a real person to respond. It is all electronic communications and I have had to send the same requested information multiple times. Each time you are electronically informed that you will hear back in 24-48 hours. Good Luck on that. And if you do hear back, it requests the same information you have previosuly supplied, or request further information which is still the same previously supplied but simply worded slightly different.

Well weeks have gone by and I have with no Customer satisfaction and frankly it will be my last use of Booking.com.

I am being charitable in stating that Booking.com has a Customer Service department. From what I have experienced they simply have an electronic process with FAQ prompts, and well names appear on their electronic replies requesting information, it is just a name. The reason for this is that none of them are tasked with your case, because any follow up when you get no reply starts the process all over again. So it is designed as a system to not only not service real customers, but to just have customers spinning their wheels in an effort to get real service. We have all experienced such frustration with being put on hold for extended periods of time, only to give up or get disconnected.

So for those that have great experience with use of Booking.com, congratulations. And well I too had not experienced issues previously, this specific issue with Booking.com lack of real life customer service, is that they are not the Company I wish to work with in future.

Dear Travel Partner,

I'm seeking assistance for new VCC of Mr. Knoop michael and Mr.Sugimoto Hiroki.

Please see attached file for your reference. Please provide us VCC details asap so we can settle the charges since this has been running for so long.

For Mr. Knoop the VCC is Declining upon charging and for Mr. Sugimoto we Charged the wrong amount which lead to still have remaining balance of 3,950 Pesos.

Sugimoto hiroki- [protected]

knoop michael-[protected]

On 24 June I made a reservation for two nights at the Wyndham Skyline hotel in Atlantic City, NJ through Booking.com. The reservation was for 21 September. I was immediately charged $247 by Wyndham. On 16 July I canceled the reservation. I was supposed to get my refund within 5 business days. As of today, the refund has not arrived and I was never told that it would not come. I talked to customer service reps twice and was told it was the hotel’s responsibility to refund my money. I was told by the second rep that I needed to send them (Booking.com) a copy of my bank statement which is just ridiculous. Nobody asks for a copy of your bank statement unless they are trying to steal your identity. I am not sure where the responsibility lies to fix this problem, but neither company is doing anything to refund my money. Surely, someone can pick up a phone and fix this.

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.