CB Travel Agencies and Tour Operators Booking.com Complaints #2-21

Booking.com review: Bogus accommodation on booking.com which resulted in having to pay another establishment on booking.com for the same period.

Susan van Wyk of US

Jul 23, 2026 11:37 am UTC

Verified customer

Featured review

I am lodging a formal complaint regarding an unresolved fraudulent transaction and severe failure of service by Booking.com.

Incident Summary:

Booking Date: 8 June

Location: Knightsbridge, London

Amount Unrefunded: £727.00 (Bogus Accommodation Charge)

On 8 June, we attempted to check into a property booked via Booking.com. The property proved to be non-existent: phone numbers were invalid, emails were ignored, and local businesses had no record of the listing. Despite spending six hours on the phone with multiple Booking.com representatives while stranded, no immediate assistance was provided.

At 6:00 PM, we had to book emergency alternative accommodation. Booking.com agents confirmed in writing that they would cover the price difference, additional transport costs, and issue a full refund for the initial £727.00 payment.

Current Status:
A month and a half later, Booking.com has only refunded a minor price difference of approximately £50, while retaining £727.00 for a fraudulent listing hosted on their platform. Furthermore, we were subjected to additional distress due to uncommunicated data breaches on their platform affecting guest messaging and payment security.

Attempts to reach executive support have been ignored. I am requesting immediate intervention to recover the full outstanding amount of £727.00.

Claimed loss: Uber fees to new accommodation. Lunch and refreshments while sitting at a restaurant for almost 7 hours, a refund of the bogus accommodation and the difference between the 2.

Desired outcome: I want a refund as promised for the bogus accommodation. We paid for new last-minute accommodation through Booking.com. We have essentially paid double for the same holiday.

Confidential Information Hidden: This section contains confidential information visible to verified Booking.com representatives only. If you are affiliated with Booking.com, please claim your business to access these details.

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100%
Confidence score: 100%

p.downham@booking.com

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Herengracht 597, Amsterdam, 1017CE, Netherlands

Booking.com social media
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Aug 12, 2026
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