CB Travel Agencies and Tour Operators Booking.com

Booking.com review: Booking.com fails to fulfill its obligations, shows disrespect to customers, and does not pay promised compensation

Irina Vlasova of GE

Jan 20, 2026 10:25 am EST

Featured review

I booked accommodation through Booking.com in Azerbaijan, in the city of Gakh (Qax, Ilisu), using my email address vlasovairina84.[protected]@gmail.com, booking number 6417268028, for the period from 3 to 8 November 2025, for five nights for eight adults.

Upon arrival, the property owner refused to provide accommodation despite the valid and confirmed booking. I immediately contacted Booking.com customer support. Booking.com representatives, both verbally and in writing, offered me alternative accommodation and informed me that I could choose another property on Booking.com for the same dates, and that they would compensate the price difference up to 798 AZN after I submitted the invoice for the stay.

In the correspondence, an alternative option — Barbie’s House in the same region — was offered, with a total price of 1458 AZN for the specified period and number of guests. As a result, we booked and paid for this accommodation directly to the property owner, and the total amount paid was 1458 AZN.

On 9 November, I submitted all the required documents and the invoice for the accommodation to Booking.com. After that, an amount of 117 AZN briefly appeared in my Booking.com wallet. However, shortly afterward, my account was blocked. When the account was later restored, there was no 117 AZN or any other compensation in the wallet — the balance was zero.

I was informed that the account suspension had been a mistake and that all promised funds would be returned in accordance with the guarantee given, namely 798 AZN. During a phone call, I was also assured that the compensation would be credited by 2 December.

As of today, more than two months have passed, yet I have received no compensation. The Booking.com wallet balance remains zero, the previously displayed 117 AZN disappeared, and the remaining portion of the promised amount has also not been paid. Customer support continues to refer to an alleged “ongoing review,” while phone support representatives interrupt calls and effectively avoid responsibility, despite the guarantees that were given to me both verbally and in writing.

I request that Booking.com fulfil the written and verbal guarantees provided to me and, without any further delay, credit the promised compensation of 798 AZN in full, as well as stop the unjustified prolongation of the review process and the improper treatment of me as a customer.

Claimed loss: 798 AZN (actual expenses incurred due to forced relocation)

Desired outcome: I request that Booking.com fulfill its obligations and reimburse my expenses of 798 AZN incurred due to forced relocation

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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Booking.com Contacts

Booking.com phone numbers

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8%
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100%
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33%
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14%
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60%
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Booking.com emails

customer.relations@booking.com

100%
Confidence score: 100%

Support

marlen.penner@booking.com

100%
Confidence score: 100%

Support

customer.web@booking.com

100%
Confidence score: 100%

Support

customer.service@booking.com

100%
Confidence score: 100%

Support

More emails

Booking.com address

Herengracht 597, Amsterdam, 1017CE, Netherlands

Booking.com social media
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Jan 29, 2026
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