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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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D
6:43 pm EDT

Booking.com refund of money when cancelled reservation due to car accident.

I made a reservation at the Brantford Days Inn for June 30dth for 2
nights. I had to cancel the reservation on June 27th as Peter was in a
bad car accident and we could not attend the reservation. I cancelled
it online and I even called the motel to confirm. I did not realize I
booked it the way I did. I always book it with the pay at the motel
option and did not realize what I did. We are loyal customers to
booking.com and would like you to refund our 201.00. We would like to
use your service again when Peter gets better but I cannot afford this
201.00 as I need the money for travelling to hospital. Please refund
our money as we are returning customers to booking.com and to Days Inn Brantford. The following is a response from your customer service agent who told me "my response was meaningless". How rude and inconsiderate to our situation.
"Confirmation number: [protected] PIN code: 9136.. This is the only numbers I have. I do not have a cancellation number but if you look on the website you can see that the Days Inn was cancelled on June 27th. Your response is meaningless. "
When I cancelled online I had a friend of mine call the motel to confirm the cancellation as I was in the hospital. They confirmed it . I also confirmed that the motel was fully booked on the 2 nights I booked so they are actually getting paid twice as my rooms were booked after I cancelled.
I would like my money refunded due to the situation and as we are good customers.
Thanks
Diana McNish
[protected]@hotmail.com

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J
2:18 pm EDT

Booking.com hotels

[protected] I had book a hotel with booking.com after I get to the hotels they didn't have no rooms available for after driving all day it was around 10pm I was with my family two kids and no place place to sleep after they already confirm the reservation. I think this is a really really bad service from their end I can used the words that I want to used to describe how I feel about this situation I will never ever again used or recommend this website to anyone else

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F
6:58 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com booking.com

On receipt of my card details I notice that I had been charged twice for the same stay in May. I went through my “Genius membership account ticked the drop down box and got a replay from the misnamed customer.[protected]@booking.com requesting action by me. I supplied the information requested no reply. I re submitted it a further three times. Then ten times more, requesting an acknowledgement from them, none came.
I also emailed them committing on this poor service requesting some sort of acknowledgement, saying, I that did not hold out much hope giving my experiences so far.
No reply, Today 14/08/17 I phone them at my one expense, on the genius line explained the situation and ask why this has not been dealt with. This is the unbelievable responds. “I can see all your records but no one has respond to them, are yes I can see that you have sent the information we requested. Clearly customer service is not a top priority for booking.com, Kayak, agoda.com, opentaber.

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O
6:09 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com website let me book even though I made a mistake in my email address. resulting in charges.

On the 12th August 2017,
I reserved two hotels in Bruges but received no confirmation emails so couldn't cancel them in the free cancellation time (30mins left to cancel for one hotel), before incurring charges from the hotels. I emailed Booking.com customer service at 11.09am immediately after making the bookings to find out where the reservations had gone, they were not in my 'manage bookings page'. The only response I had was automated asking for a reservation number which I couldn't provide. I looked for the customer Service number and couldn't find it on the Booking.com app (I was on my mobile).

Next Day I went onto the website to check my 'manage bookings' but still no bookings and no emails.
I looked through and found the hotels I thought I had booked and sent them direct emails to ask if they had a reservations in my name.

I booked another hotel through booking.com (non refundable) as I thought I now had no reservation for the following Thursday.

I sent another two emails to customer service to outline my predicament.
By now I had found out that both hotels had booking in my name. I now had three active bookings but could only see one.
Both said they could only cancel the reservations through Bookin.com, but I still had no way of doing this as visible, one Hotel gave me their phone number as I still couldn't find it on there site.

They finally replied to my emails the nest day at 0.04am 13th August, I was asleep. I emailed them back the following morning at 9.21am and asked them to call me.

I had a very abrupt and rude conversation with a customer service assistant who told me I had entered the wrong email address (one letter wrong) when booking which is why I had no confirmation emails, which I was completely unaware of.

I argued I had tried to flag up something was wrong but had no response so was unable to make the cancellations in the time slots given. And asked why the app didn't tell me the email didn't exist.

She wasn't prepared to negotiate or accept I had tried to resolve the issue, said it was my fault and not theirs so I had to pay any associated costs.
When I asked to be transferred to discuss my compliant she was heated and refused repeatedly saying NO. and then refused to continue the conversation.

I phoned back and spoke to a more ameniable person but the answer was the same I still had to pay the cancellation fee for the missing booking. I asked was there a resolution department and was transferred to a very rude supervisor who want willing to discuss my situation at all.

My argument is this:
Why should I pay when I couldn't access the bookings and had flagged up there was an issue immediately.

Their website should not accept non existent email addresses in the first place, most site's flag up 'this email address doesn't exist'.

Why is there customer service number hidden and why do they take so long to respond?

Very disappointed they could not help me resolve the booking I could not cancel. I have been left with a very bitter taste in my mouth and will no longer be using their service.

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JI1978
, GB
Aug 16, 2017 8:11 am EDT

The same exact thing happened to me. I am currently attempting to go through a complaint process with them and will not stop until I get a resolution.

O
Author of the review
O
ossenpepper
, GB
Aug 16, 2017 8:33 am EDT
Verified customer This comment was posted by a verified customer. Learn more
Replying to comment of JI1978

Please can you update me on how you get on. I may do the same.
I'm absolutely appalled at their attitude to the situation. There's no way you should be able to book and be charged using an invalid email. Surely this is the kind of thing that can lead to fraud.

Good luck

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B
12:49 am EDT

Booking.com terrible customer service caused me extra 20% costs on my vacation

I recently booked a family vacation in a resort area for 5 people through Booking.com .
2 days after I booked I found out there was a special offer for the same hotel/rooms at 20% less through one of my credit cards.
I immediately sent an email to Booking and they didnt answer.
The next day I called and was advised by a service rep to "not worry, send a proof of the discount and we will match the price". We agreed on the call that the proof of discount will be a screen shot of the offer details.
2 days later I get an email asking for proof of the deal again. I sent it again in the different format they asked for. Nothing back. 2 days later I called and had a few conversations with their service reps, ending with an email back from them that I am not entitled to the price match because of technicalities.
In the mean time the special offer was sold out and I lost it...If they had let me know this on the first call and allowed me to cancel the order I could have saved a ton on this vacation. Plus the whole service experience was very bad - they didnt respond on time, I had to call in a few times, each time educate a new person on the issue...and even though I specifically asked to speak to a manager I never got through.
I will never do business with them again...ever

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B
6:52 pm EDT

Booking.com hotel

I booked a motel at summit inn motel in hempstead tx. Paid for the room then went up to it and found roaches. The manager wouldnt return my money and said i had to take it up with booking.com. what do i do now? The man was rude about everything even though i never took my stuff into the room and told him right away about the problem. Cant believe i opened a drawer that had the bible in it and found roaches!

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B
10:54 am EDT

Booking.com hotel not meeting up to standards for customers health!

On my travels in India I recently stayed in a hotel that was my worst nightmare. Ondas Do Mar Beach Resort Phase -1
Confirmation number: [protected] PIN code: 8083

This place was ment to be my break of relaxing by the pool but ending up being nothing but disappointment stress and unhappiness, never felt so wrong done out of my money!

The first room of 3! was just cathastrotic horror! smell of damp as door opened, walls, head board on the bed, pillows all covered in mould! second room was plain basic, no fridge, aircon was just working, pillow had mould on them, smell in the room was awful!
room 3 they had just painted over the damp spots, just dirty every where.
the pool was ok for 2 days then was so green water that the walls of the pool was no longer there.
being there I was made to feel uncomfortable the hole time, people lived at the hotel, this made it not feel relaxing or a hotel at all, wifi was nothing but troubles.
list could go on!

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E
6:33 am EDT

Booking.com service fees

I booked 3 rooms in country inn Orlando, to pay at hotel, when check out they put 120 dollars as service fees which was not mentioned in my booking confirmation. I need to get back the extras 120 dollars as it exceed what we confirmed.my booking was for 3 rooms from 4 august 2017 and check-out 12 august 2017 using booking .com, 120 $ service fees they put is not justified and never mentioned in the original booking confirmation.

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D
3:54 pm EDT

Booking.com grand beach hotel blackpool

Not a complaint as such. I am hitting a brick wall. I booked a hotel stay and arrived at the accommodation on Friday 4th and was supposed to stay until the 7th of August.
I arrived and promptly phoned customer services to see what my rights were. This property is hard to describe, the place is filthy, and being used as a drug den. It's needs condemned. I wish I had checked out trip advisor firstly as everyone who has had the misfortune of booking into this he'll hole has the same opinion. The images you have must be from years ago, because not one of the pictures reflects the state and smell of that run down, filthy place.
When I called customer service you were helpful and whilst onto the phone, you spoke with the management who agreed to waiver the cancellation cost and refund the money.
It's one week later, I have no refund, I'm out of pocket as I had to find alternative accommodation as I had travelled 4 hours to get there. The number for the hotel is just cutting off after one ring, I have sent multiple emails from the link you guys provided, and I'm having no luck trying to retrieve this money owed. Please can you help
With Regards
Denise Allan

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V
7:20 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com hotel booking

I have recently booked one night stay at the Two Pillows Hostel, in malta. conformation no: [protected].
after the initial booking, i was informed that the payment card details we not valid and they suggested that should provide detail of a different card. that suprised me because i didn't have any issues with a previous booking few days earlier, however i sent details of a second payment card.
on 10th August i received another email saying that my reservation has been cancelled due to invalid card payment.
I contacted the Two Pillows by phone and email by i could not get a straight forward answer from them.
How ever, I'm really concerned with fact on how secure my payment card details are.
Before i report this incident to both of my banks, i wish to know your version of explaining to what had happened.
Look forward to hear from you

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E
2:01 am EDT

Booking.com hotel booking

I booked a hotel through booking.com, only the next day i read the reviews and it is described as filthy and like a bail hostel by numerous people. There isnt a good review there.
I contacted booking.com straight away to ask to cancel and not be charged as there is no way my children are staying there ( the youngest is only 4) and I havent heard a word from them. There is still plenty of time for them to fill the room with someone else but instead they are just going to let me get charged for nothing. The hotel shouldnt even be on their site, it sounds like a cess pit.

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A
11:54 am EDT

Booking.com charged a no-show fee unjustly. booking.com obviously cares more about money than caring about customer service.

I was a customer of Booking.com for 8 years, and since I booked hotels regularly, I've earned genius status. However, I have recently made the decision to close my account after experiencing their highly disappointing customer service - or rather the lack thereof. I learned the hard way that this company only cares about making money, and that they arrogantly consider their customers mere tools in this process.

Booking.com made me pay a no-show fee for a hotel booking, despite the fact that the booking failed to appear in my "Manage your Bookings" list on their website and was therefore visually non-existent. I could not have known that the booking actually existed! Their website obviously had a technical bug, which caused me this expensive misunderstanding.

Despite sending Booking.com visual proof of their error through print-screens of my bookings list, this shameless company tried blaming it on the hotel instead of acknowledging their obvious mistake and responsibility in this problem.

I would have appreciated it if Booking.com had offered to take over the penalty fee or, at the very least, if they had shown some decency and shared the cost. After all, this problem was caused by a technical error on Booking.com's website.

What is 300£ to this multi-billion dollar company? Money obviously means more to them than honesty and honorable client service.
So much for running a business with the right set of values!

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JI1978
, GB
Aug 16, 2017 10:29 am EDT

This seems to be a worryingly common problem. I'm going through the same thing myself. Their customer service is shocking

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E
8:24 am EDT
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Booking.com hotel bed size

We booked a hotel in England through you, a double. As you probably know in England 4'6" is considered a double bed, so we made sure to get 5' - it was printed on our reservation form, from you. But we got a 4'6" bed. The next day we asked to be changed, and we were. The hotel manager showed us your paperwork for him, and it said nothing about the size of the bed. So you told him and us two different things about the bed. Very sloppy. With the amount you charge you should do better. Reservation 2008.136.333.

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K
7:36 am EDT
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Booking.com hotel

I reserved a hotelroom for 4 nights at Neptune Inn on Virginia Beach. The room showed a balcony with beach. It is not even on the beach. When I went to check in, the lobby was filthy. The lobby bathroom didnt have toilet paper, the floors were sticky and it stunk like vomit. When I went to the front desk, the employees were laughing about making unauthorized charges on a customers credit card wgile she was checking out. I immediately cancelled my reservation made through booking.com and demand my $129 refund.

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Update by Kari Skinner
Aug 07, 2017 7:40 am EDT

Phone number for hotel on booking.com is not valid. Scam!

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W
7:13 pm EDT
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Booking.com barcelona hotel

I had the weirdest experience in a hotel. On the 25th of July 2017 I went to talk with the administration, and since no one speaks english there and my russian is not very good I had to translate the phrases I say to russian or ukrainian (I didn't mind that because I'm not staying in a 5 star hotel or something). Suddenly a girl came from inside direcly to me and started yelling and telling me not to speak english while using bad words and that I should only speak their language there and I should leave the country.
I was so shocked and I even thought that it was some crazy woman but, it turns out that she was the manager (she's called 'Natasha' ). How ironic this story can be more. such racist and acts of untolerance done in a place where service is the most valuable thing and against the most used language in the world.
My reservation was with the email address" Nis.[protected]@gmail.com "
under the name Nisrine charabi from 22th till the 25th of July.
such acts should be punished by the law, .
Thank you for understanding.

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10:22 am EDT
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Booking.com ca morosini hotel venice

I stayed at that hotel on the 31st of July. I had the worst experience ever and I always book through booking.com.

1. This is not a 3 star hotel! How do you allow them to say so! It is a hostel!
2. It is very hard to spot it! The name is fairly written on the door, no one in Venice is aware of it! It is not included in google map either!
3. The worst...the owner's behavior! I asked for guidelines and she said it was my problem to find the hotel! She was rude and ironic! She was shouting at me that she could not help in any way after noon -2!
4. Safety...no one guarantees it! At 1 after midnight someone was trying to open the room! My children were sleeping, my husband spent the night sitting behind the door for our safety...

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L
6:34 am EDT

Booking.com unethical promotion of le yuan residence as a hotel/resort operated.

Unethical Promotion of Le Yuan Residence as a hotel/resort operated.
This is to inform that Le Yuan Residence located at Kuala Lumpur is a residential condominium. It is not known as Sandy Beach Resort/Sandy Beach Le Yuan Residence/ Beach Resort/Condo Resort.

This is against the Law and Government gazetted Act to operate AirBnB /Homestay/ Hotel/Resort businesses in residential area. This unethical business has post security risks and caused nuisance/annoyance to all the residents.

Please removed the unethical advertisement promoting Le Yuan Residence from booking.com immediately.

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1:49 am EDT

Booking.com services

I had a hotel booked this past June and we had to leave after the first night. Booking.com said the property is the one charging us and the property said it was booking.com. No one wanted to help us and we were still charged. It was a mess that is still causing stress. Booking.com is a horrible company and I will never use this service again! I had $6000 of hotels booked with Booking.com for a future trip to a Israel and Italy. You have lost a valuable client.

Sincerely,

Sheri Pociluyko

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L
4:44 pm EDT

Booking.com ruined my daughter's birthday

I booked a room for my daughter's birthday July 22nd. I also had my 3 other children with me. The room I booked with Extended Stay, Wolfchase was suppose to have 2 king beds. When we arrived at the hotel the room they gave us only had one bed. The room was extremely small and could not accommodate my 4 children and myself. The hotel manager informed us that the hotel was booked solid and that our reservation came through as a handicapped room. I called booking.com and we waited in the lobby of the hotel over 2 hours trying to resolve the issue over the phone. My daughter's birthday cake melted between waiting in the lobby and transferring to another hotel. The new hotel Homewood Suits still only had a room available with 1 bed! A very uncomfortable situation. My daughter cried so much that day. Her birthday was RUINED along with her custom made cake. I also had a hold on my debit card for the amount of the FIRST hotel. Which meant I couldn't pay for the room at check out. I had to transfer funds from my savings into my checking with another card in order to cover the room. We couldn't even buy food while we were there. After everything that happened the company only offered me $65 as COMPENSATION for an ENTIRE DAY OF STRESS due to their incompetence and the managers refused to speak with me over the phone. Completely RUINED MY DAUGHTER'S BIRTHDAY. When I suggested that they compensate us with a free room to REDO my daughter's birthday the managers refused.

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8:17 pm EDT
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Booking.com hotel reservations

Hello, I recently booked the Hotel Pennsylania in New York City for September 16th to the 20th if this year. The price was over $1000.00. Since then my husband has had emails from face book offering rooms at the same hotel for $96/night. Not only that but from various sites the ratings from some are average and others are horrendous with remarks like bugs and bloody sheets. Very frankly I am very afraid if what we'll find when we arrive. For that amount of money, which I realize is non-refundable but if the worse case scenario is actual, what will be our recourse? Please tell me it's not true!

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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

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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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Contact Booking.com customer service

Phone numbers

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

Website

www.booking.com

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ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Booking.com Customer Service. Initial Booking.com complaints should be directed to their team directly. You can find contact details for Booking.com above.

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Use this comments board to leave complaints and reviews about Booking.com. Discuss the issues you have had with Booking.com and work with their customer service team to find a resolution.