Booking.com
Reviews and Complaints

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...

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...

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.

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.

A decade has passed and they still haven't addressed this problem. I cancelled my reservation that I made with booking.com directly with the hotel 6 months prior to my stay and booking.com proceeded to charge me for the stay anyways. I have now spent countless hours on the phone, sending emails, and providing the same documents repeatedly. My most recent encounter with booking.com's customer services initially began with them telling me the confirmation and pin I provided were incorrect despite numerous emails and calls using the same numbers without issue. Miraculously, they were finally able to locate my reservation when I threatened filing a lawsuit for fraudulent charges. They then tried to tell me the hotel was the one responsible for "lying" to me, even though I arrived at the hotel on the date on my cancelled reservation and did indeed confirm that my reservation had been cancelled and there was no reservation available for me. The hotel I ended up staying at charged me for the stay as did booking.com. So, I was not only charged for a stay that I did not utilize, I also incurred duplicate charges for the stay I did utilize. Awful. I would never recommend booking.com to anyone.

I mistakenly booked a room for 2 people - it was supposed to be for just one person - at Landers Bay Resort in Fiji through Booking.com and even though there was obviously only one person staying in my room, Landers Bay sneakily took the extra money (1400 Fijian) from my credit card. I am currently pursuing the retrieval of this money through my bank. Beware of Booking.com and Landers Bay in Fiji - they knew I was just one person but pursued the 2 person fee.

DON'T GIVE THEM A DIME! I had a problem with the hotel I stayed at & they issued me a 20% refund. They gave me a printed receipt for the refund & LUCKILY I looked closely at the details. It got refunded to a DIFFERENT CREDIT CARD than mine! I caught it & asked the hotel clerk. She did some research & found that Booking.com uses THEIR OWN CREDIT CARD to make your reservations! So in this case, my refund went to them. The hotel clerk advised me to call Booking.com directly to advise them that I received a refund & want my money! I called Booking.com & was actually told by the Booking.com em0loyee, that they DO NOT MONITOR anything for refunds & proactively return them to you! If you don't make the call, you won't receive your money. In my case, I made the call & was assured my refund would be sent to me, not surprisingly, it wasn't! Fortunately, I followed up to see if I received the credit! I called Booking.com again & was told they were waiting on a call back from the hotel confirming that they issued this refund. I advised that I have a printed receipt from the hotel showing that the money went back to a Booking.com credit card ending in3723 on 2/19, so you've had my money for 28 days now, so why do you need their permission to give it to me? It certainly wasn't meant for you to have! He tried repeatedly blaming the hotel, but they did their part by telling me that I needed to call Booking.com directly to ask for my refund! He then checked with their internal credit card department to confirm they received the refund. They had. Then he had to email the Finance department to ask them to issue my refund! WHAT A LOAD OF CRAP! I told him that I can't imagine how much money they've made off of people who didn't catch this & they got to keep the money! I WILL NEVER DO BUSINESS WITH THEM AGAIN, EVEN IF IT'S 1/4 THE PRICE OF ELSEWHERE!

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Booked with booking.com for a guest house in Cardiff. Paid £67.50 for a room. On arrival could not get into property digital lock on front door, were not given the code. By the look of the place it did not look anything like the picture we had seen on the computer. By phone we did get the codes for front door and entry into the room. AND WHAT A ROOM FOR THE PRICE WE PAID. CRAP. A cat would have found it hard to live in. Décor looked as if it had been done with a knife & fork, nothing in the room but a tatty wardrobe, sort of double bed. Door handle came away in the hand. View from window had the proverbial scaffold poles sticking out across the window. Need to say that this is the worst guest.. ha ..ha sorry, doss house we have ever encountered. Made the long journey home instead of staying the night.
Have taken pictures of our experience and will be taking this to the small claims court for the money back. Booking.com need to get their facts right about what is a Guest House and what is a Backpacker Room. We did rely on booking.com for this stay and we feel we have been let down in some order.

Booking.com need to get their act together about what is a Guest House and what is a Doss house. They should also show the correct picture for the said Guest House. When we booked the Richmond House Guest House in Cardiff we were expecting it to be of a good standard as we had booked through booking.com. It only showed 4 pictures on the advertisement, we saw what we thought was the accommodation. Boy what a shock when we reached the property. Have never been to such a dive in our lives. If this is what booking.com stoop to, then we will never book with them again. We have actual pictures of what the guest house looks like both inside and out including the scaffolding as viewed from our window and the state of the room and shared bathroom. Needles to say we did not stay at this place and decided to go the long journey home. We will be expecting our payment back if not we will be taking this to the small claims court.

credit card hacked through booking.com website 2 weeks ago. No more booking.com - absolute travesty that they cannot get their [censored] sorted from a basic security perspective and reading all these (and more comments/news reports etc). It has been going on for so many years too. They're an online service -- can you believe it... and yet they are full of sh*. Anyone and everyone, avoid booking.com like the plague...

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...

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.

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"

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.

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.

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

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

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.

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...

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!

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

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

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

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.

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

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

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

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

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]

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.

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

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.

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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20 October 2023 - 05:23:34