Booking.com
reviews and complaints

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.

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.

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.

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

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,

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!

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.

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.

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.

I received notification from my bank that 2 bookings were done with Booking.Com and fraudulently paid for with my credit card.

I immediately contacted Booking.Com, gave them all my details and was promised that an email would be sent to me with acknowledging my call and advising me of what to do.

It's been over an hour and nothing is forthcoming, not even after I emailed them asking for assistance.

I booked a car but it went wrong and the amount was deducted without booking.
OMR 69, 667 was deducted from your account 0359XXXXXXXXXX0016 using the https://t.co/7D2UpFtCcm Transport LLondon GB debit card on [protected]. Your current balance is --------- OMR

To whom it may concern

Re Booking ref Confirmation [protected] Pin 1205

I am writing to advise that we did not stay at the Ava House Bed & Breakfast last Saturday night 16th October and had to find alternative accommodation. which we booked independently of Booking.com.

The reason for this was that when we arrived at about 3pm, there was not a pleasant smell in the room and the windows were all open, the room itself was generally dirty, their were holes in the bedding and in particular the pillow cases. there were stains/marks on the wall by the bed and curtains looked liek they had scorch marks on them, the shelf over the radiator oin the bathroom and the window sill are in desperate need of some paint as all chipped and marked.

Basically dirty and not pleasant. we did take some of our own pictures.

We should have checked in Trip advisor as some of the comments on their sum up the place. had we done that then we would never had booked it in the first place.

Horrendous dump
Read more
Date of stay: August 2021
manchesterred_11 wrote a review Aug 2021
manchester1 contribution2 helpful votes

AVA House B&B CESSPIT
I had to put 1 out of 5 when I wanted to put 0 out 5. AVOID AT ALL COST book here at your own peril… Dirty, grubby or to be honest the only words to describe it is a CESSPIT. Manager calling me a liar saying the pictures I have attached are not from the room we was allocated… Asked for a refund and got told where to go these so these people have basically stole our 5 nights stay money…
Read more
Date of stay: August 2021
No wonder the highest 19 % rating it has on their scale is Terrible.

We would like to request a refund although from what is said above we will probably not get a solution but we are counting on Booking.com for assistance.

Please call should you wish to discuss, i await to hear back from you

Will Kersley
[protected]

This is a second booking I made with Rarotonga golfsea view apartments, I had to cancel due to NZ going into look down due to covid. I was sent a phone number from you so I could contact the property manager, which I did I also followed up with an email requesting a refund. I received an email confirming they would be refunding me in full and to wait a couple of days for it to go into my account. I called 5 days later when it didnt go into my account. They did not answer, I sent several emails but still nothing. This was back on the 19 sep. I even tried calling from husbands cell phone, when I told who was calling she hung up on me. I am now desperate to get my money back please help me. Shelley Winiana

This reservation was cancelled on the same day of the reservation 9/23/21 by the owner. I have a text from him cancelling. I contacted Booking.com by phone with a complaint. I was told by Booking that they would give the owner one week to respond and the owner did not respond Booking would give me a refund. I waited 1 1/2 weeks and contacted Booking a second time. Booking told me the second time, that the owner did not respond to them. However, now Booking is saying there is nothing they can do for a refund. It appears we have been scammed by the owner of this property as well as Booking.com. This is the link to the property which is still be being advertised and offered on Booking.com https://www.booking.com/hotel/us/2-bedrooms-brand-new.html?label=gen173nr-1DCAEoggI46AdIM1gEaJ0CiAEBmAExuAEZyAEM2AED6AEB-AECiAIBqAIDuALVwPiKBsACAdICJDU0Zjc2MDIzLTViZmQtNDM2Yi04ODI1LTI1OGVlYzcwYWY4NtgCBOACAQ;sid=218e2d5f551e55b676166f6567c9388d;all_sr_blocks=712972301_335191847_2_0_0;checkin=2022-06-02;checkout=2022-06-06;dest_id=20033173;dest_type=city;dist=0;group_adults=2;group_children=0;hapos=1;highlighted_blocks=712972301_335191847_2_0_0;hpos=1;no_rooms=1;room1=A%2CA;sb_price_type=total;sr_order=popularity;sr_pri_blocks=712972301_335191847_2_0_0__41280;srepoch=1633558621;srpvid=6e019cae0d7f0128;type=total;ucfs=1&#tab-main
I request that Booking.com provide a refund.

I booked an awful place near an airport for a less than full night stay because I had a 5am flight.

Booking.com removed my negative review stating it violated their review policy (it did not.) They contacted the "hotel" which refused to refund me at all for the bed and shower I didn't/couldn't use owing to noise and filth.

Booking.com eventually agreed to issue me a 10 euro credit. But they also sent emails stating that they could not issue a refund because they didn't know what country I was from (this was no barrier to running the credit card to begin with!) and I'd need to update the profile... which I did. Sent more emails stating the same despite having my nationality in FIVE places including the field labelled "nationality," my entire home address including USA, a preferred currency set to USD & TWO places the credit card is updated - general charges and "Wallet and Refunds" all indicating in another unique field in the latter case I'm in the USA.

No refund is showing up in Refunds to be linked to the card having followed their email instructions. CSRs now stating I "can't" get a refund because "the systems aren't updating" and telling me that they "can't" credit the lousy 10 euro without me taking a screenshot (?!) of my data on their site so that they can work out the supposed problem of "the system not updating."

What a terrible company, clearly making refunds fail on purpose and lying about why.

I am a partner with booking.com and I believe they have set up the extranet for partners in a predotary way in order to keep riping off their partners. Even when a guest cancle a booking reservation u are still charged a commission by boooking.com even tho its clear the guest cancled. All booking.com is interested in is profit whenever you call to make a complaint you just get tossed around and its clear their customer service has been trained not to be helpfull and just rebuff anything you say. Something needs to be done urgently about this rip off attitude

I booked a car from Luxembourg airport Sixt rental branch for my business trip through Booking.com webpage. The booking number was [protected]. 2008.83 € was charged from my credit card. At the time I was not paying that much attention to the pick-up time, but - as requested - I entered the flight number KL1725, which I was thinking was very important information as flights are cancelled and rescheduled, and the car rentals at the airport would know exactly to be ready for the customer, if following the information about the arriving flights. Well, that was what I thought. However, it turned out that the rental was already closed when I arrived in the afternoon on September 26, and the next morning there was no more cars available. Not such big deal as Sixt rental never got any money, and I got a car from another rental.

But it seems to be very difficult to get my 2008.83 € back from Booking.com. I have asked to wait until the intended return date of the car, which is October 23. Then I could send a claim. Processing of the claim takes 28 days, and the result cannot be promised by the poorly organized and accessible Customer Service of Booking.com. That means I need to lend my money for nothing for at least two months to them.

Cancellation for reservation in Sarasota, FL was due to a death in the family. We received a penalty of $765.00. Credit for cancellation on our card was only $258.88. We don''t care about the $14.99 fee but for Bookin.com to keep almost $800 is unacceptable especially under the circumstances. The airlines was very sympathic and understanding. We will never use Booking.com again and am filing complaints at the hotel and on social media. This is absolutely unconscionable.

I used booking.com to search for hotels in the area I was going to visit. I made reservations directly with a hotel chain. Travel plans changed I canceled my reservation. Then get a email from booking.com telling me about reservations I did not know of. Now they want me to pay a cancellation fee. I feel like I have been SCAMMED.

Contacted booking.com as soon as they emailed me with this booking info that I did not know about. Below is the cancellation for the reservations I made myself. Did not use booking.com. Canceled this reservation last week These are the same dates that booking.com wants to charge me for.

09/04/2021
SUPER 8 MONEE MONEE IL
$285.33
Transaction Date:
09/04/2021
Posted Date:
09/06/2021
Reference Number:
24431067R11NP5234
They charged my credit card even though they cancel it trying to get my refund soon as possible. I file another complaint at the BBB under investigation.
• Super 8 by Wyndham Monee
Monee
Sat Sep 4 - Tue Sep 7
Canceled