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4.2 8196 Reviews

Booking.com Complaints Summary

124 Resolved
1532 Unresolved
Our verdict: If considering services from Booking.com with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Booking.com reviews & complaints 1689

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1:15 pm EST

Booking.com Behaviour, stealing, damage, lying, leaving defamatory review

Reservation date: 16/17 of December, 2021
Booking number: [protected]
Family of four (two kids 3 and 7) from arrival started screaming and trampling around.
I have asked them to keep the noise down, as we are in a residential area and also having Guests staying with us. Their noise could be heard all over the house. The mother responded that the kids are just excited from the day trip to Lapland (a resort for kids). I responded, let's move on and hope all good from now on.
When they went down one of the kids removed a piece of décor and took it with them outside for the dinner. I didn't said anything because usually those pieces are returned.
They arrive back and until 0930 PM again the same drill, screaming like horror movie and all. The Guests staying with us were asking if the kids were beaten by the parents...I just excused myself for the trouble caused, but they were very polite and because of our top spot hospitality they just continued the stay and promised they will come back. Name and number available.
In the morning 0630 AM same drill again! I was glad to have them gone by 0850 AM.
Housekeeping at 1100 AM brought us a pillow that was partially damaged, cannot be fixed at all by the way, from their room. The piece of décor gone.
I have asked them via Whatsapp if this is normal to them and then they turned against me.
I have spoken to booking.com and they promissed to do everything they can to solve the situation. Telling them that I am guessing a bad review in response, they said I should not worry.
However, suddenly, today, the review came: 1
And they complain about us, being agressive!
Booking.com said they will not remove the review and I just can answer to it.
If you look at all our reviews we have a 9.4 score out of 275 reviews...this is not normal
I feel let completely down - what now?

Best Regards,

Marius Lucian Matei
Owner at Windsorian Experience

Desired outcome: removal of the review

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7:15 pm EST
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Booking.com A Vacation gone bad.

On Sept 8th 2021 we booked a cabin with Book.com or that is what Vacasa tells me and we booked a cabin that sleeps 10 people then later we get a confirmation from Vacasa of this rundown cabin that only sleeps 8 people with horrid reviews but we never got anything from book.com as far as confirmation but we did from Vacasa . I tried to cancel or reschedule another cabin with Vacasa and they didn't have anything that slept 10 people and they refused to let us cancell our reservation. I filed a dispute with the credit card company and Vacasa refused to let that go through as well. I just lost 1144.00 Vacasa walks away with a smile.
We did not stay at the cabin at all, we got a cabin from another rental firm and really enjoyed it. I can't see why a company like Vacasa and book.com still survive as several Vacasa workers told me on the phone that this happens all the time that people book through book.com but they don't get what they ordered.
My bottom line is if i am looking for something from here on out and book.com or Vacasa pops up i will run as fast as i can to get away from them. Rude misserable liers that just lead you around the bushes when you call them.

Desired outcome: I want my money back!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

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12:43 pm EST

Booking.com Airport transfers

Hi I booked airport transfers for Tenerife.When we arrived we were messaged as soon as we landed, service was excellent.
When we were ready to depart again we were again contacted to say taxi would pick us up at 15:40.We waited from 15:25
until 15:50 no sign of taxi no text to say why it was late, then a taxi turned up and a lady got out and said airport in broken
English, so we jumped in and proceeded to airport, when we arrived we got out collected our luggage . Went to give tip and the lady
said 26euros please, I said it was prepaid, she did not understand. We then contacted the number and explained what had happened,
he said to send copy of receipt to them and they would refund us, this has not happened.So I am informing yourselves as you were the contact
agent.We would appreciate if you could contact the taxi firm and get a refund for us.

Yours Faithfully
Graham Doughty.
Phone [protected].

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8:03 am EST

Booking.com Hotel booking

We have a ski trip booked for 19th December to 26 December 2021. Sadly my daughter broke her arm so we are trying to move the trip to February, same hotel same room but more expensive. So far I have called booking.com customer service 5 times over the course of 7 days and still my issues are not dealt with. They promise to call back or email but never do. I have to repeat the story over and over to a new person each time. I asked to speak to a supervisor 3 days ago and was told no I wasn't allowed. I had one customer service agent tell me she could no longer help because it was the end of her shift and she was going home! I understand that there have been difficulties getting the hotel to respond, but there must be a process for situations like this where the agents are not getting a response from the properties. All the while we are left not knowing if we have a holiday, the flights and lessons we need to move are all starting to be booked up and more expensive and we just don't know what else to do.

Desired outcome: Just want Booking to take some actual ownership of the situation and get our accommodation moved

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8:47 am EST
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Booking.com 180 Anderson Street Brooklyn Pretoria - WRONG ROOM

In my first 2min here I have been accused of being a liar and being told which room I must sleep in and being told what I did not pay for.

I am highly disappointed that booking.com facilitates such treatment and crookery. I know what l paid for and what was clearly described in BLACK AND WHITE on the website and my invoice and reservation clearly say what room i paid for. Now i'm in another room that I did not pay for and being told to wait a day while somebody else will check out tomorrow in the type of room I ordered so l can move in there . Can you please advise and tell me how i will be refunded or compensated for this day that i'm in a room i did not order. I expect feedback and a response OR i will take this up in other channels

Desired outcome: Refund for the supposed 1 day i am in the type of room i did not pay for. And if i am not moved as per the promise l have been given then refund for the entire 7 days for the room im in

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3:24 pm EST
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Booking.com Inaccurate/incomplete/misleading hotel room advertisement

On Nov. 27 I booked a hotel in Virginia Beach from 6/5/22-6/11/22. The room I booked said "NO PREPAYMENT - PAY AT THE HOTEL - CREDIT CARD WILL NOT BE CHARGED." Three days ago I checked my bank account and the hotel had charged $342.78, a full night's stay, and as a result of this money that was taken out of my account without my consent, my account was overdrawn and a hefty fee of $144 was charged to me on top of that! I've spent the past three days on the phone with booking.com, Hampton Inn Virginia Beach South, Hilton Corporate, my local bank and the corporate banking center. I always get the runaround and everyone passes the blame to someone else! I have tried to recoup the $144 overdraft fee from all of the above since this charge was unauthorized but everyone refuses to pay it. Hilton Corporate agreed with me that on the booking site ad it DOES NOT say one night's deposit will be charged however on their company sites it does so they proved booking.com didn't update their computers to reflect the important change and it is in fact their fault. The first day this happened I contacted booking.com and the rep kept saying, "don't worry - we'll take care of this and fix it and make it right" but I haven't heard anything from them since. All I want from booking is the $144 bank overdraft fee since I can then cancel my booking myself and get a full refund. Please have booking.com contact me ASAP! If they do not resolve this to my satisfaction soon I will never use their services again!

Desired outcome: $144 credited to my account

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Update by ncdaisy26
Dec 02, 2021 3:26 pm EST

This company showed false advertising (showing a room you didn't have to pay for until you show up at the hotel next year but then charging the first night's deposit!)

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12:36 am EST
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Booking.com CSR

I booked room through at studio6 thru your site con#[protected] Charles Beauchamp [protected]@yahoo.com. I only had 1320 in bank after my vacation. I had checked out of studio6 on 11-26 took vacation then rebooked thru booking.com at cheaper price they refused to allow me to check in and said I had to cancel reservation and pay directly thru them. I called booking.com CSR and was assured I would be relocated at studio6's expense and then proceeded to be told whatever I wanted to here by 4 reps to keep passing the buck. one rep hung up and another faked like they couldnt here me anymore. the 1st two reps basically swore on there lives I would be reimbursed for difference in price 2nd one told me to rent a room tonight and call back when I find a place. 3rd rep told me that was wrong and sent me and email for place on airbnb where I would share bathroom in house with 4 other people said if I didnt like I could just reply no. I told him that wouldnt work and he hung up.

called back cause issue would be resolved if I could split my month reservation in half book room for 14 days get back to work and I would have money for 2nd half in 7-10 days 4th rep said that would work even suggested it when that was what I was saying whole time so I asked her to send me and email confirming she approved me to do that she said yes at 1st then I am pretty sure she talked to someone else and said oh u dont need that I said I wanted as prove then she could here me any more.

I arrived at studio6 at 230pm it is now 1240pm I have been looking for places and sitting in parking lost on hold all day and still no answer resolution for tomorrow

Desired outcome: hold studio6 accountable

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Catriona123
Carnoustie, GB
Dec 08, 2021 5:05 pm EST

I booked Castle View Apartment on Royal Mile, Edinburgh for two nights, I was given the email address to contact owner to make arrangements to pick up keys. Sent an email a day prior to arrival and received no reply. Sent a text, left numerous messages on ansaphone asking him to return our call. Turned up at accommodation at appointed time. Contacted Booking.com who said they would make contact with owner and would respond to me within half an hour. No-one called, rang them again and told booking was no longer available, we were stranded in Edinburgh. We were told alternative accommodation in same area at same cost would be sent through within half an hour. The alternative accommodation offered was at Murrayfield, definitely not in the vicinity we had booked. They then sent through an email to say our first booking had been cancelled and a refund would be made within next 7-12 days, what if I had required the money to pay for alternative accommodation? They did however offer to repay any additional costs involved with alternative accommodation they proposed. It's shocking that this can happen and the renter not respond to messages, to say this spoiled our holiday is an understatement. I asked if renter will remain on their books but they ignored the question. Have a nice day was lost on me!

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11:15 pm EDT

Booking.com booking

I booked accomodation in Bali through boking to com and unfortunately covid hit. I have not heard back from the accomodation i booked and booking.com have done nothing to help.

Desired outcome: a credit or refund

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7:56 am EST

Booking.com Hotel Yit Conquista de Granada

We had booked into the above hotel from the 18/11 to the 21/11 2021
Upon arrival we checked into the hotel and found to our astonishment that there was no restuarant only a snack bar, even though it states in the Booking.com information regarding the hotel that there was a restuarant
The snack bar provided, burger/chicken and chips or a baggette, that was about it
As we had been driving for several hours, we had no option but to have a meal in the snack bar because as I have already explained that there was no restuarant
The following day the 19/11 we spent the day exploring Granada, again the distance stated by Booking.co information was 3.1 miles from the city centre, maybe it is as the crow flies
Upon arrival back at the hotel we had resigned ourselves to something from the snack bar, to be told on returning to the hotel that there was no food at all as the Hotel snack bar closes, Friday to Sunday and because we were tired and there were no other resturants nearby, our evening meal was a bowl of crisps
On the 20/11 I went to reception, complained to the receptionist that we were leaving that morning as we had not eaten the previous evening because there was no snack bar open, when I asked why there was no information regarding eating facilities at the Hotel he explained that because of Covid the snack bar does not open .
I told him that I would pay for the 2 days we had stayed and I would not pay for the 3rd day, he accepted that the Hotel and acted in bad faith and I demanded compensation
I had 23 euros refunded to my account, however Booking.com will not let me have my money and I have to use it on another reservation with them
I phoned Booking.com from my mobile of the 19/11 informing them that we would be leaving the Hotel a day earlier and would they please cancel the other Hotel we had booked to stay in on the 21st after leaving Granada on the 20th instead of the 21st
The help I received from Booking.com was none, they contacted the other Hotel, I asked Booking.com that because there information regarding the Hotel was a total fabrication would they resolve my problems
Booking.com informed me that the 2nd hotel would debit my account regardless.
It cost 100 euros to stay in a hotel that Booking.com said was 4* that had no resturant and a snack bar that shut at weekends and I had to pay 51 euros because we had to leave Granada earlier than expected because of the false information
I would like all my money refunded from Booking.com which would mean, 100 euros for the hotel in Granada, the 51 euros from the hotel Rural Puerto Magina in Torres, the 23 euros that I received from the hotel in Granada and the 23 euros that I had tp pay on my mobile to phone Booking.com and the 80 euros that I used in petrol
I have spoken to Booking.com 4-5 times and have had no help in resolving my situation
Hopefully you can help us regarding this matter

Desired outcome: Full refund of the above amounts

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2:35 am EST
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Booking.com Closed hotel

I paid Booking.com for a 3 week stay at the Nirvana Hotel, Patong, Phuket in September 2021.

When I arrived at the hotel at 7:30pm it was closed. I telephoned the number on the reservation but no one answered.

Someone told me there was another Hotel Nirvana. I took a tuk tuk and for more than an hour we drove around looking for it. There was not another hotel with the same name. I paid the tuk tuk driver 500 baht.

I walked across Patong dragging my suitcase behind me. I returned to the Nirvana hoping it had opened. I checked around. It was apparent the hotel had been closed for months.

My night was ruined - bars and restaurants had to close by 9pm due to Covid Regulations.

Booking did refund my reservation money. They did not apologise for my loss, stress and ruined evening.

They promised to respond to my complaint but then chose to ignore me.

Regards

Michael Disney

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9:20 pm EST
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Booking.com Booking Page Lists Incorrect Address. Customer Service Impossible to Reach.

There is an account under Wilshire West Suites on booking.com that uses a different address than where the actual hotel/room is located.

Our building does not offer hotel rooms. When we look up the listing on the printout the guest provides, the address is of our building where they are told to meet the agent (outside the building, the agent never comes inside) but the photos are for another apartment building just up the street, BeDTLA who also does not offer hotels/Airbnb accommodations.

We constantly gets guests upset that their booking is not in our building. There are now about 45-50 guests this year who have walked into our building demanding their room. We have had to call the police on one family who refused to leave our lobby and who used it as their own personal living room. We have others calling us scammers, wanting a refund when we are not the ones who list the booking. It has put our employees in danger because a few have almost been violent.

We contacted BeDTLA but they do not know who the person is who is listing their units for hotel accommodations.

The guests say there is a number to call when they are ready to check in. We call the number but that person may now recognize our building number coming up so they never answer us. I believe the people running Wilshire West Suites have rented units with the actual building BeDTLA and are running an illegal hotel business, but use our address to meet with their guests. We would like a representative of booking.com to reach out to us and remove this posting or account.

We tried contacting customer service but you need an actual booking number to even talk to someone. Since we do not have one, we tried emailing. We would then get a weird generic response that we need a reservation number in order for someone to answer us, we will reply back with our problem again but get the same response so they have been no help at all.

Desired outcome: Removal of our building address and all postings from Wilshire West Suites.

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2:16 pm EST

Booking.com Customer service - booking ref [protected]

I am extremely annoyed with the serivce I have received from customer servicee ie none and the fact that the only number available to call is [protected].
Since we made the booking from Dublin, Ireland to Columbia, South Carolina, we have been trying to change the return date.

We have made hundreds of calls to change the date prior to flying to Columbia, and during my visit . (I ended up cutting my visit short)

Customer service kept saying they could not see the prices at this time, so could not change the flights at this time., they told me to be patient.

They told me to contact airline directly and check prices with them! I told them that the airline considered me a customer of Booking.com and the agent needed to call the airline.

After many more calls, an agent once again told me to call the Airline. I did call th Airline directly and the airline told me that (as on the site) that the agent had to contact them. Yes there were flights, but the process is for the agent to contact them, they make changes every day and all the travel sites know they must contact them directly.

On calling booking.com again, and explaining what the airline, eventually someone said they would email customer support and I would hear within in 24 hours from them. They said they still could not see flight prices to make changes.

I waited and heard nothing, not an email or a call and was running out of time. I rang again and was told to be patient. I asked them to call customer support or to give me their phone number, the number of their manager or the phone number of head office - which they said they did not have!

Despite making calls, not one person called me back to follow up...absolutely dreadful service. Each time I called, someone else answered - there was no continuity of service or ownership. They said they could see that we called.

I once gain asked to speak to a manager or someone in a postion that had the access or aurthority to follow through on changing booking. I was told they could not give me a phone number or transfer me.

What is the point in having customer service when they can not help the customers. At one stage, of the the agents seemed to be talking to someone else, and had children in the background, another agent hung up.

One lady was the exception, we got cut off and she actually emailed re same - that iwas hugely appreicated and I feel that she followed through - even though her answer was that they could not see the prices.

While I appreicate some employees do not have access to complete certain tasks, I don't accept that they can not go get the answers from there manager, or direct the customers to someone who can help.

I had to pack my case, just in case I did not hear back from Booking. com. I called again and again, and was told be patient, an email had gone to customer support. I asked agent to send another email to customer support email to customer support and to say it was urgent.

Depsite all the calls made by both myself and my partner - we heard nothing back - not one call or email.

It was 11.-12 Sunday night and I had not received one call from customer service or customer support.

At 4.30am I had to head to the airport. - Cutting my trip back by one week.

I am very very annoyed, no one called back despite the reassurance that I would hear back within 24 hours.

I have still heard nothing at all via email or phone.

Note - there had been mistakes made on orignal booking also which was another issue - and was told they had to listen to phone recordings to solve this - but once again - no one called us back.

PLEASE ADDRESS THIS ISSUE IMMEDIATELY - My holiday was cut short by a week (hence lost leave days) and we spend hours contacting booking com.

First time using booking.com and not a very good experience, due to customer service not taking ownership and following through on what is needed to help the customer, telling the customer to do what is their job. If they dont have the answer, they need to contact their manager to solve the issues there and then.

Desired outcome: credit note

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10:36 am EST

Booking.com Reservations cancellation.

Canceled my reservations 5 minutes after I made because I had the wrong place. Call the hotels to cancel and they said the manager was not in. Think was on Saturday and he never came back until Tuesday. Called Booking.com to as that is what the hotel said to do. Over the next 3 days we contracted Booking.com 8 times and were informed that they had sent 2 emails to the hotel and never got a response. Then Booking.com told us because they never got back to them until Wednesday, the manager from the hotel said that we were a no show and they held the room for us and would not give any money back. So we are out $387.00.

Desired outcome: No money

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10:38 am EST

Booking.com Refund not provided

Dear Sirs,
I am still waiting for the refund of my canceled booking in Nice, France.

Place:
Paradis Nice Furnished flat
Nice, France
CONFIRMATION NUMBER: [protected].
Check-in Friday, June 25, 2021 3:00 PM - 9:00 PM
Check-out Monday, July 5, 2021 until 11:00 AM

The cancellation was made way before the date limit (Jun 19 at 11:59 PM Nice time).I've been waiting for the money since June 2021.

Desired outcome: The € 944.90 Booking.com owes me

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12:35 am EST
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Booking.com Prepaid car rental through booking.com

Hi Guest,

Please accept my apologize for any inconveniences due to your issue with your rental car.

Please send your complaint to cars.booking.com or call us at [protected] to escalate your complaint to the correct department. We only handle reservation and will be unable to assist with your rental car.

Please contact us for any additional questions.
------------------------------------------------------------------------
Replying to:
From: [protected]@yahoo.com
To:
Created: [protected]:09:31
Subject: Fw: We need more information
------------------------------------------------------------------------
--- Forwarded Message -----
From: Lois Rackmill
To: Booking. com Customer Service
Sent: Wednesday, November 10, 2021, 02:26:18 PM EST
Subject: Re: We need more information
I have attached the vehicle information that was finally located on line
with the confirmation number. I spoke with a supervisor at the rental
company, who confirms that there was a confirmation for me ...(?),
there was NO information regarding this original rental found for me
however at the Memphis Airport location on 10/06/2021.
The email address I used: [protected]@yahoo.com
My/the PIN I used would have been : 2179
My pass word I use: L ...
Ms. Rackmill
[protected]@yahoo.com
[protected]
On Wednesday, November 10, 2021, 02:23:27 PM EST, Lois Rackmill
wrote:
I have attached the vehicle information that was finally located on line
with the confirmation number. I spoke with a supervisor at the rental
company, who confirms that there was a confirmation for me ...(?),
there was NO information regarding this original rental found for me
however at the Memphis Airport location on 10/06/2021.
The email address I used: [protected]@yahoo.com
My/the PIN I used would have been : 2179
My pass word I use: L ...

Completed

Your car rental booking

Your booking is in the past.

[1]Access your voucher

Booking number:

[protected]

Chevrolet Spark or similar

Oct 6

Oct 9

$150.03

Completed

--------------------------------------------------------------------------

What you need at pick-up

This is vital: If you don't have everything you need, the counter staff
will not be able to give you the car.

Don't get caught out:

[2]View 'What you need at pick-up'

--------------------------------------------------------------------------

Pick-up and drop-off

1.

Wed, Oct 6

·

10:00 AM

Memphis International Airport

[3]View pick-up instructions

3 days

2.

Sat, Oct 9

·

10:00 AM

Memphis International Airport

[4]View drop-off instructions

--------------------------------------------------------------------------

Driver details

Main driver

Lois Rackmill

[protected]@yahoo.com

Flight number

walkin

--------------------------------------------------------------------------

Terms and Conditions
On Wednesday, November 10, 2021, 12:39:10 PM EST, Booking. com Customer
Service wrote:
Hi there,

We need a bit more information to help you faster and better. Please reply
to this email with the following details:

• Confirmation number:
• PIN number:
• Email address used to make the reservation:

We hope to hear from you again very soon.

--
Terri M.
Booking.com Customer Service Team

Click the following link for the Customer Service phone number in your
country

http://www.booking.com/general.html?tmpl=docs/customer_service;trprm=cucalnk
------------------------------------------------------------------------
Replying to:
From: Ian Naylor
To: [5]internal.executive.[protected]@booking.com
Created: [protected]:28
Subject: Fwd: [External] Fw: Beyond Frustrated!
------------------------------------------------------------------------
Hi Guys, Please can you help Lois with her complaint? Many thanks, Ian
Naylor Head of Opex
[1]Booking.com Making it easier for everyone to experience the
world.

---------- Forwarded message --------- From: Lois Rackmill
Date: Tue, Nov 9, 2021 at 5:28 PM
Subject: [External] Fw: Beyond Frustrated! To:
[3][7]ian.[protected]@booking.com

AND STILL NO REPLY FROM ANYONE! ----- Forwarded Message ----- From:
Lois Rackmill To:
[6][10]ian.[protected]@booking.com ;
[8][12]cynthia.[protected]@booking.com
Sent:
Thursday, November 4, 2021, 05:49:49 PM EDT Subject: Beyond
Frustrated! Booking.com Executives:
11/05/2021 and still no reply! I purchased an economy flight to
Memphis Tennessee on/for October 6-10, 2021. I also prepaid for
a rental car for October 6-10, 2021 through Booking.com. I was
very happy at the cost of 150.03 for the 4 day car rental. When
I arrived at/to the Memphis Tenn. airport and attempted to pick
up my vehicle from Dollar Car rental, however, they had NO
EVIDENCE OR INFORMATION ABOUT MY RENTAL. I assumed I went to
the wrong rental company so I proceeded to go to the next auto
rental companies (AVIS, BUDGET, ENTERPRISE, HERTZ...) at the
airport to locate my rental vehicle (through Booking.com). I
remained at that airport for HOURS calling my bank (NFCU) to
confirm where my payment of 150.03 went to. My bank provided me
with a "confirmation number" of payment and a telephone
number
to Booking.com. After several "hang up" and
"lost" calls to
your agency, I was informed that I had a car rental reservation
for the United Kingdom (?), It took me hours to try and find
another car rental company, at the airport, who could locate a
car for me. I was, very, very upset as there was a "big
football game and another big event going on in the city of
Memphis". I was told that there were NO RENTAL CARS AVAILABLE
for me in such short notice and with it being a "very busy
week". Five hours later, I was finally able to get a rental
vehicle for a small car at $543.00. I was both shocked and
upset that I was paying an addition
543.00 for a new/another rental, in addition to the original cost of
150.03 (deducted and already cleared from my bank/NFCU). This
additional and unexpected cost has cost me several hundreds of
dollars in return check fees. As of 11/02/2021, your agency and
the original rental company (have been able to locate the
reservation number along with my information). The Booking.com
agent stated that "their computer systems may have been down
and/or not working on the day I arrived to the Memphis
airport".
That is very unfortunate, however, I should not have had to pay
an additional and unexpected cost of 543.00 for a rental vehicle
that was already "made through a 3rd party/Booking.com". I
am a
teacher, who does not make a lot of money, and I don't have
hundreds of dollars to burn in return check fees...for an error
made by your company. I am also embarrassed by different people
and companies calling to inform me my payments have been
returned. My bank is charging me with return check fees along
with the receiver charging me for return check fees. Your
representatives continue to tell me that I "should file a claim
to have my original cost returned to me". This/that solution
does
not address all of the fees incurred to me. I feel like I'm in a
Twightlight episode and I am trapped in a cycle that is spinning
out of control!. Teachers don't make that kind of money to
"give"
away. Beyond Frustrated! Ms. Rackmill [protected]
[10][14][protected]@yahoo.com

Desired outcome: Cost of a 2nd rental vehicle, returned check fees incurred as a result.

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8:50 am EST
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Booking.com Hotel Nirvana

I paid for a three week vacation in the Hotel Nirvana, Phuket, Thailand.

When I arrived at the hotel at 7:30pm the hotel was closed. Someone told me there was another hotel Nirvana in Patong, so I called a tuk-tuk driver who read the address and then drove around the town twice - on the third lap I told him to stop and got out giving hum 500 baht for nothing.

I walked the length of the town back to the original Nirvana to check if it had by any chance opened. When I arrived I checked around the building and it became obvious it had been shut for months.

Booking.com refunded the money but offered nothing for the ruined night, the tuk-tuk fare, the inconvenience of searching for a hotel .

They promised to respond to my message to them - they have not had the courtesy.

Avoid this company,

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dsp72
, US
Nov 26, 2021 3:22 pm EST

im dealing with similar situation right now.

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11:30 pm EST

Booking.com Corrupt practices

I booked a hotel (Anchor Motel & RV Park) through booking.com. Worthless customer service and will NEVER use booking.com ever again. I was charged a night's stay at Anchor Motel in Surfside Beach, TX. After checking in to my room I found soiled sheets, a filthy microwave with food splattered on the inside, long hairs on top of the microwave, and a broken toilet paper holder. I went to the front desk and requested my money back and told the lady the place was filthy. She told me that it was up to booking.com. I went ahead and rented a room at Quality Inn, and then called booking.com. I was told that Anchor Motel said I took a shower in that dump and would not be refunded $55! That is a blatant lie and scam on both their parts to keep money from customers! I provided pictures to show the filth. Booking.com is only about taking peoples money and not providing customer satisfaction!

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6:58 pm EST
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Booking.com Complaint about review of hotel I stayed at being 'blocked' by booking.com - but not being told this.

A hotel I stayed at in Budapest was simply awful despite the generally positive rating accorded it by booking.com, i.e. 'good'. In fact a rather more objective evaluator, Tripadvisor, I discovered, graded it much more critically and provided graphic details of complaints made by customers in the past, including not only awful accommodation but also direct theft of goods by staff and so on. I strongly suspected booking.com had actively failed to include any such comments and, indeed, my similarly graphic details of an appalling hotel made, at their invitation, was rejected as 'failing to meet their standards'. What they actually mean is that any serious criticism could jeopardise their no doubt very profitable relationship with hotels, no matter how poor their standards, and they simply reject truthful and justified criticism. As if this weren't bad enough, the automated system invited me to read my submitted review as: 'Thanks for reviewing your stay... Your review is now being read by other travellers interested in Easy Star Hotel. You can see it too by following the link below'. (sic). In fact this is actually a lie as the so-called hyperlink apparently designed to take you to your submitted review actually took you to their usual 'sales pitch' about the hotel and I was able only to find my so-called 'posted review' hiding away in their reviews as 'invisible' because it didn't 'meet their standards'. If this is not an example of fraudulent and dishonest trading practice I don't know what is! Had the UK continued as part of the EU I would not have hesitated in following up my complaint with an MEP but, sadly, this is not possible. Fortunately Tripadvisor has published numerous equally if not even more critical reviews of this hotel, displaying a welcome honesty and concern for potential customers. Booking.com are just crooks.

Desired outcome: A change in their attitude to customers would be welcome!

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7:07 pm EST

Booking.com Refund

I have reached out 5 times within 1 week to resolve this.

I booked via Booking.com a hotel for 10/27-10/31 upon arrival I was displeased with the cleanliness, the ac unit that was broken, the marijuana smell, and the mold in the shower. I felt unsafe staying so I canceled with the front desk and left with in 10 mins of arriving.

I have yet to receive a confirmation for a full refund.

This is unacceptable and poor customer service.

This needs to be resolved.

Desired outcome: Full Refund

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3:42 am EDT

Booking.com Hijacked account, receiving invoices

My account was hijacked and used to create a partner account. A fake apartment was listed and immediately booked. All this was in Italian.

As soon as I found out, I tried to log in, but was told that my account was locked for security reasons. I tried contacting their support, but all they could do was ask for booking details. I eventually managed to have my account deleted, or so I thought (GDPR). And now Booking.com has sent me an invoice, in Italian, for something. I don't know what, since I don't speak Italian and have never been to Italy.

I've tried reaching out to their support by phone several times, but nobody answers. I've tried reaching them by mail, but their mail support only assumes I have an issue with a booking, and use boilerplate responses instead of actually helping me.

Desired outcome: Invoice withdrawn, account removed for real this time

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Booking.com Customer Reviews Overview

Booking.com is a popular online travel agency that offers a wide range of accommodation options to travelers across the globe. With over 28 million listings, the platform is a one-stop-shop for all your travel needs. Here are some of the positive points that make Booking.com a preferred choice for travelers:

1. User-friendly interface: Booking.com has a simple and intuitive interface that makes it easy for users to search and book their preferred accommodation. The website is well-organized, and users can filter their search results based on their preferences.

2. Wide range of options: Booking.com offers a vast selection of accommodation options, including hotels, apartments, villas, and hostels. Users can choose from budget-friendly options to luxury properties, depending on their budget and preferences.

3. Competitive pricing: Booking.com offers competitive pricing, and users can often find great deals and discounts on their bookings. The platform also offers a price match guarantee, ensuring that users get the best possible price.

4. Reliable customer service: Booking.com has a dedicated customer service team that is available 24/7 to assist users with their queries and concerns. The platform also has a user-friendly cancellation policy, which makes it easy for users to modify or cancel their bookings.

5. Trustworthy reviews: Booking.com has a robust review system that allows users to read and write reviews about their experiences with different properties. The platform verifies the authenticity of reviews, ensuring that users can trust the feedback they read.

Overall, Booking.com is a reliable and user-friendly platform that offers a wide range of accommodation options at competitive prices. With its trustworthy reviews and reliable customer service, it is a preferred choice for travelers across the globe.

Booking.com In-depth Review

User Interface and Navigation:

Website Design and Layout: Booking.com has a clean and modern website design with a user-friendly layout. The interface is visually appealing and easy to navigate.

Ease of Navigation: The website's navigation is intuitive, making it simple for users to find what they are looking for. The menu and search bar are prominently displayed, allowing for quick access to different sections of the site.

Search Functionality: The search function on Booking.com is highly efficient and effective. Users can easily filter their search results based on various criteria such as location, price range, and amenities.

Booking Process:

Availability of Accommodation Options: Booking.com offers a wide range of accommodation options, including hotels, apartments, and vacation rentals. Users can easily find available options in their desired location.

Booking Options and Flexibility: The platform provides users with flexible booking options, allowing them to choose their check-in and check-out dates, as well as modify or cancel their reservations if needed.

Payment Methods and Security: Booking.com offers secure payment processing, ensuring that users' personal and financial information is protected. Various payment methods are accepted, including credit cards and PayPal.

Customer Service:

Responsiveness and Communication: Booking.com's customer service is highly responsive and provides timely communication. Users can expect quick and helpful responses to their inquiries and concerns.

Support Channels: The platform offers multiple support channels, including phone, email, and live chat. This allows users to choose the most convenient method of communication.

Problem Resolution and Refunds: Booking.com is known for its efficient problem resolution and refund process. In case of any issues with bookings, the customer service team works diligently to find a satisfactory solution for users.

Accommodation Options:

Variety and Range of Accommodation Types: Booking.com offers a wide variety of accommodation types to suit different preferences and budgets. Users can find everything from luxury hotels to budget-friendly hostels.

Quality and Cleanliness of Accommodations: The platform ensures that the accommodations listed meet certain quality standards. Users can expect clean and well-maintained properties based on the provided descriptions and photos.

Accuracy of Descriptions and Photos: Booking.com strives to provide accurate descriptions and photos of the accommodations. Users can rely on the information provided to make informed decisions about their bookings.

Pricing and Deals:

Competitiveness of Prices: Booking.com offers competitive prices for accommodations. Users can often find great deals and discounts, especially during off-peak seasons.

Transparency of Pricing: The platform ensures transparency in pricing, displaying all applicable fees and taxes upfront. Users can easily see the total cost of their bookings before making a reservation.

Availability of Discounts and Special Offers: Booking.com regularly offers discounts and special offers on accommodations. Users can take advantage of these deals to save money on their bookings.

User Reviews and Ratings:

Reliability and Authenticity of Reviews: Booking.com maintains a reliable and authentic review system. Users can trust the reviews and ratings provided by other guests who have stayed at the accommodations.

Overall Rating and Average Scores: Each accommodation listing on Booking.com is accompanied by an overall rating and average scores for different aspects such as cleanliness, comfort, and location. This helps users gauge the quality of the accommodations.

Filtering and Sorting Options for Reviews: The platform offers filtering and sorting options for reviews, allowing users to easily find the most relevant and helpful feedback from other guests.

Mobile Experience:

Mobile App Availability and Functionality: Booking.com has a mobile app available for both iOS and Android devices. The app offers the same functionality as the website, allowing users to search and book accommodations on the go.

Responsiveness and User-Friendliness on Mobile Devices: The mobile app and mobile website are highly responsive and user-friendly. Users can easily navigate and make bookings using their mobile devices.

Features and Benefits of the Mobile App: The mobile app provides additional features such as push notifications for booking updates, exclusive mobile-only deals, and the ability to save and manage bookings offline.

Loyalty Program:

Benefits and Rewards for Frequent Users: Booking.com offers benefits and rewards for frequent users through its Genius loyalty program. Members can enjoy perks such as free room upgrades, late check-outs, and exclusive discounts.

Membership Tiers and Perks: The Genius loyalty program has different membership tiers based on the number of bookings made. As users move up the tiers, they unlock additional perks and benefits.

Ease of Earning and Redeeming Points: Earning and redeeming points in the Genius loyalty program is straightforward. Users earn points for each completed stay, and these points can be used to unlock discounts on future bookings.

Additional Services:

Car Rental and Airport Transfers: Booking.com offers car rental and airport transfer services, making it convenient for users to arrange transportation during their trips.

Activities and Tours Booking: Users can also book activities and tours through Booking.com, allowing them to plan their entire trip in one place.

Travel Insurance Options: While not directly provided by Booking.com, the platform partners with insurance providers to offer travel insurance options to users. This provides an added layer of protection for travelers.

Privacy and Security:

Data Protection Measures: Booking.com takes data protection seriously and implements measures to safeguard users' personal information. The platform complies with relevant privacy regulations.

Secure Payment Processing: The payment processing on Booking.com is secure, ensuring that users' financial information is protected during transactions.

Privacy Policy and Terms of Use: The platform has a comprehensive privacy policy and terms of use that outline how users' data is collected, stored, and used. Users can review these policies for transparency.

Overall User Experience:

Overall Satisfaction and Recommendation: Users generally have a positive experience with Booking.com and are likely to recommend it to others. The platform consistently delivers on its promises and provides a reliable booking service.

Strengths and Weaknesses of the Platform: Booking.com's strengths lie in its extensive accommodation options, competitive pricing, and reliable customer service. However, some users may find the search results overwhelming due to the sheer number of options available.

Comparison with Competitors: Booking.com stands out among its competitors due to its wide range of accommodation options, competitive pricing, and user-friendly interface. It is often considered one of the top choices for booking accommodations.

Pros and Cons:

Key Advantages of Using Booking.com: Booking.com offers a user-friendly interface, a wide range of accommodation options, competitive pricing, and reliable customer service. The platform also provides a loyalty program for frequent users.

Potential Drawbacks or Limitations: Some users may find the overwhelming number of accommodation options on Booking.com to be a drawback. Additionally, the platform's cancellation policies may vary depending on the property, which can be a limitation for some users.

Summary and Conclusion:

Final Thoughts and Overall Assessment: Booking.com is a highly recommended platform for booking accommodations. It offers a user-friendly interface, a wide range of options, competitive pricing, and reliable customer service.

Who Would Benefit Most from Using Booking.com: Booking.com is suitable for all types of travelers, from budget-conscious individuals to luxury seekers. The platform caters to a wide range of preferences and budgets.

Recommendations for Improvement: One area for improvement could be providing more detailed information about cancellation policies upfront to avoid any confusion for users. Additionally, enhancing the search filtering options could help users narrow down their choices more efficiently.

How to file a complaint about Booking.com?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account to proceed. If you do not have an account, please register by providing the required information and verifying your email address.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Booking.com. Make it specific and clear, such as "Overcharged for Hotel Stay" or "Reservation Not Honored at Check-in".

4. Detailing the experience: In the complaint details section, provide a thorough description of your experience. Include key areas such as:

  • The nature of your booking (hotel, flight, car rental, etc.)
  • Details of the problem encountered (incorrect charges, poor customer service, etc.)
  • Any correspondence or interactions you had with Booking.com's customer service
  • Steps you have taken to resolve the issue with Booking.com and their responses
  • The personal impact of the issue, such as inconvenience, financial loss, or stress
  • Relevant dates and times of your booking and the issue
  • Confirmation numbers or reservation details

Be as specific as possible to give a clear understanding of the situation and why you are dissatisfied.

5. Attaching supporting documents: Attach any relevant documents or evidence that supports your complaint, such as receipts, confirmation emails, or correspondence with the company. Do not include sensitive personal information like credit card numbers or passwords.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue. In the 'Desired Outcome' field, specify what resolution you are seeking from Booking.com, whether it's a refund, an apology, or another form of compensation.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your desired outcome is reasonable and clearly stated.

8. Submission process: After reviewing your complaint, click the 'Submit' button to file your complaint on ComplaintsBoard.com. Ensure that you have filled in all the necessary fields and attached any supporting documents.

9. Post-Submission Actions: After submitting your complaint, monitor your ComplaintsBoard.com account for any responses or updates. You may receive feedback from other users or even from Booking.com representatives, so it's important to stay engaged and respond if necessary.

Frequently asked questions (FAQ) about Booking.com

Expand Collapse all
Is Booking.com a legitimate website for booking accommodations?

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

Can I trust Booking.com with my personal information?

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

Are the reviews on Booking.com genuine?

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

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

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

How reliable is Booking.com's customer service?

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

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

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

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

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

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

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

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

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

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

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

Is Booking.com affiliated with any reputable organizations?

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

How long has Booking.com been in business?

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

Are there any known scams associated with Booking.com?

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

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

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

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

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

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

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

Are the star ratings on Booking.com reliable?

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

Does Booking.com guarantee the lowest prices for accommodations?

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

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

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

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Booking.com contacts

Phone numbers

+44 203 320 2609 +1 (888) 850-3958 More phone numbers

Website

www.booking.com

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