Booking.com

I booked a flight with Qatar Airways through booking.com for 30th March, 2023. The details are as follows: -

Customer Ref. No. : 40-[protected]

PIN Code : 3034

Name : Kashish Thakur

E-ticket No. : 157-[protected]

Flight Details. : Delhi - Auckland International Apt

DEL - DOH (TYON6B), DOH - AKL (TYON6B) 30 March . 10:35 - 1 April . 01:25

1 Stop (Doha, Qatar)

NZD1,789.23

Apart from above details, there was no mention of a Technical Stop at Adelaide, Australia - which requires a transit visa beforehand.

I being a first-time international traveller wasn't aware of the fact even.

I wasn't allowed to board my flight nor given any other flight at the time which did not require a transit visa.

This is a misleading policy of airlines/booking agencies of not disclosing full details in the first page of the ticket confirmation mail. I had to make several clicks on 3 different pages to see a small un-noticeable mention that there was a technical stop. Also still no mention that there is a transit visa requirement for it.

I have lost my money. I am from a middle income family and had to travel for work-visa to new zealand.

The company is not responding to my mails and calls. It's been 3 months now.

Please help me get my refund. It's a very big amount for me and my family.

Thanking you,

Kashish Thakur,

Email- kashishkt.[protected]@gmail.com

Mob.- +[protected]

I am from Hong Kong. My room confirmation number 2163.437.913

I have made a confirmed room booking via Booking.com for staying in De Achterkamer, a Tiny Attic on the Herengracht, Amsterdam for 2 nights from 16th/06 (check-in) to 18th/06 (check-out) for a total cost of EURO328.61. The payment was successfully made by Booking.com on 09th/06. I was on a field trip to the Netherlands and Belgium with a group of 27 students of Hong Kong. They were staying separately in a hostel. When they assisted me to check into the booked room at De Achterkamer, a Tiny Attic (which is a three storey old house and my room was located at the third top attic floor) in the evening on 16th/06, we were astonished to find that that my booked room was under renovation and the floor was filled with renovation materials and equipment. There was no bed at all. Attached are 3 photos showing the poor state of the room. The structure and door of the attic are the same as the 'nice' photos which the service provider has provided at the Booking.com website. I immediately sent a message (together with photos taken) to the house owner asking for an explanation about the unliveable condition of the top floor and stating that I will lodge a complaint to Booking.com. But the owner did not reply to me to offer any explanation and also did not respond to Booking.com about my complaint. Instead the owner sent me a message on 18/06 wishing me having a pleasant stay. What the owner has done to me was a complete scam. I was fortunate that the students were able to spare a bunk bed in their hostel for me to stay so that I did not have to look for alternative hotel accommodation at an expensive cost. But my bad experience has certainly affected not only me but also them with regard to the reputation of Booking.com

I strongly request that Booking.com and the owner should give me a full refund of EURO328.61 and also an apology. I strongly believe that Booking.com should ban this kind of dishonest service provider from using its online platform to accept bookings when their rooms are not ready for people to live in. I have been a loyal Booking.com customer since 2015 and sincerely hope that my complaint can be resolved to my satisfaction. Until this happens, I should refute myself and my family from using Booking.com for make any type of reservation. I should also let my friends know about my miserable experience and advise them to be very careful in using Booking.com’s service providers.

Bad Experience from Booking.com

My flight from Philippines to Singapore last January 2023 was cancelled due to technical issues with the International Airport. I initiated a refund from the Airline (Scoot) which they refund the money immediately. Now I have requested a refund from booking.com since I purchase the ticket from their website. Very frustrating that after 3 months, they still have not refunded the money to me. I have been following up for 2 months but still I am getting the same update since day one. Very bad experience with booking.com. I am not going to book my flights with them anymore and will share this with all my friends and families.

Order No: LXF57X

Date of experience: January 01, 2023

My carer Lisa Cooper has been treated poorly by two of the customer service employees and is being charged £110 due to deadlines closing four hours early on booking.com's side. Lisa Cooper has been hung up on by two of the employees and one even stopped talking to her after Lisa got short with her for the fact Lisa had to repeat herself several times.

I have booked flight tickets in business class. After few weeks I got an email that flight schedule has changed and had to check the status of my ticket. Found out that I had to cancel the flight, after having call with GOTOGATE in Partnership with booking.com customer care (+[protected]) the tickets were cancelled on 7th of May. Its almost 2 months now I haven't got the refund. I have called booking.com customer care several times but every time they have the same answer that they haven't got any response from airlines they will escalate.

Ticket 1:

Customer reference number : 40-[protected]

Amount paid : AUD5,927.92

Cancelled due to flight schedule change on 7th May

Ticket2:

Customer Reference number: 40-[protected]

Amount Paid : AUD3,687.44

Cancelled due to flight schedule change on 7th May

Have only got partial refund (3,301.64) As per Air lines policy there should be full refund and I was told over phone also before I said ok to cancel the booking while I was talking to customer care for cancellation.

Although I viewed this spot but I did not finalize once I realized this hotel was no where near the area I asked for Even so the hotel billed me for a night stay June 25th for the amount of $221.91 I did not cancel as I did not formalize or confirm the booking and did not expect the hotel to bill me when I hadn't confirmed or agreed to the booking.

Re Booking ref:[protected]

I booked a rental car on booking.com on 17th April with payment being taken from my Capital One Mastercard for £393.01 on 18th April 2023. I received no booking confirmation from yourselves so overtime I believed this to be a scam booking. I had no booking reference at the time to chase the matter up. Because of this I cancelled my credit card and booked another vehicle with a different card with a different company but still with booking.com There was no problem with this booking, confirmation was immediate.

On the 16th of June I received a confirmation for the original booking but did not see this until the 18th June as I was travelling to Greece at that time. I cancelled the original booking as soon as I saw it but was charged a cancellation fee of £147.25

If you cannot show me a copy of an email sent to confirm this booking when I originally paid for it then please organise the repayment of the cancellation fee.

Best regards

David Wilson

Email: [protected]@hotmail.co.uk

I reserved and paid for hotel a month in advance of trip. Got confirmation from Booking.com that everything was good. Arriving at hotel to check and find out booking never sent the reservation over. They had vacancies available but booking.com tried to "relocate" us to a [censored]ty motel 6. I also accrued $70 in international calls because the only number they make available is a UK one. I have to hold my phone out while the desk clerk at hotel teaches booking.com rep to spell "Arlington." 2 hours to get into get in room cause I have to go ahead and pay for another room all over, all the while my kids are waiting in car, one pees in the seat, and we don't get to go swimming like planned, kids upset most of trip cause we didn't get to. The website is set up to be as hard as possible to get any kind of customer service.

I pre booked a taxi from the hotel to terminal 3 Heathrow airport a 5 min journey max . The price was at 10%genius discount £47 !

There was no available taxi so a Uber taxi was booked by the taxi co . The driver was already at the hotel as I had already checked if he was my driver , he hasn’t been booked until I got a txt with his licence plate at the same moment he had the same ,at the time I was due to be picked up ! He would have charged only £9 including the £5 set down airport fee

I booked the taxi through yourselves in good faith , but not to feel ripped off as I clearly have been .

Booked a property on booking.com. Input CC. Received three confirmation emails. Then, two cancellation emails. Then my chosen property was rebooked. No one contacted me by phone or email to let me know why the reservation was cancelled. I had to call. And when I did, I discovered they had rebooked the property. Then, they tried to upsell me another property for $200-500 more. I called. Asked for the manager. Asked for a discount since they cancelled my booking without contacting me. Nothing. Just "we can't help you."

Terrible customer service.

I set up a new account with Booking.com and added a co host. I had bought a vumber number and used that for our extra co hosts however, Vumber service would not allow us to see text messages to confirm new vumber number. We used that 409 number on new accountk for owner and cohost. Now we have a reservation coming and cant see it to approve or process or communicate. We stayed on the phone most of the night calling [protected] and we entered Reservation number we saw in email

[protected]

our last pin 393620 the robot that ansered repeated and confirmed reservatlion

Number then ask for our pin, when we entered it she repeated over 200 times please enter pin. We have been locked out for days and can not access this reservation and may be booked by the time we get in which so far nothing has worked. We do not have that cell number anymore and we have tried all night and changed all passwords, trying help, called all night and it never accepted any pin, current or new. Please help fix this error.

Owner Diamond Franklin

[protected]

Email [protected]@gmail.com [protected]@gmail.com

Please help here. This is bad we are locked out of Booking.com and we have our first reservation on this new account. This needs to be fixed when robots wont work or process pin entered on keypad nor get a live rep its horrible. We are so stressed out.

I'm so disappointed about booking. Com as we book car hire but unfortunately things dot go according to the plan as when we arrive at airport the person who bring the car want us to pay 11000 before we took the car, but they didn't mention the 11000 they just mentioned deposit, we have to cancel the car and use Uber now Booking.com doesn't want to refund us our money, as now I won't book car rental with Booking.com to avoid what's happen I will go straight to the dealership, because it take out from our burget because we have to spend more money.

I booked a flight from barcelona to paderborn. for 2 passengers. I contacted support via their chat service and cancelled the second passenger. They were speaking to me in spanish and I missed the part where she tried to inform me that I would not receive a refund. replied with "si" she cancelled the ticket. I received an email shortly confirming this. The email said that I would not be eligible for a refund. I contacted their support again. They would not want to refund me, neither would they want to reinstate the 2nd passenger. They offered me a solution to rebook it for 522€ problem with this solution is i paid 260€ for my ticket even If I would buy a new ticket I would only pay 280€ max.

I made a booking at Kunda House for Birmingham Pride weekend. I had no communications from the property besides the generic confirmation email. I was set to arrive at the property around 10pm but was unfortunately delayed until just after midnight. I arrived at the property to find it in complete darkness. There was a Ring doorbell and a keypad on the door. I tried the Ring doorbell multiple times and searched through my emails to find a pin code - there was nothing.

I spoke with Booking.com who tried to contact Kunda House to no avail. They assured me that the stay would be refunded and my new hotel would also be paid for.

Unfortunately, neither of these things turned out to be true and I am now out of pocket hundreds of pounds.

I am autistic and this whole incident has caused me a lot of undue stress and anxiety.

I made a call to question the location of the arriving airport on the trip I booked. Customer rep was very difficult to understand, very thick accent. I explained my concerns and was told I would have to cancel the flight. At that point, a well-informed employee should check the location of the airport in question. If the customer service rep was even remotely informed, they would have known that the airport was indeed the right airport but listed as Keahole Airport, instead of Kona Airport. A knowledgeable employee would have checked before cancelling the flight. THEN, Christian (employee I dealt with) told me the refund for the cancellation would take two weeks! Two weeks for a credit card refund...WHAT? I asked repeatedly to speak to a supervisor or manager, and was told that the manager would not be able to do anything. I basically was put off and told there was nothing I could do, no recourse. I then tried to call the number again...got the same guy! He again told me the supervisor would just tell me the same thing...I doubt there is a supervisor. What kind of operation is this? Not only did this sour my experience with Booking.com for good, but made me spread the word among all my contacts, friends and family - not to use Booking.com. EVER.

I had a recent experience with booking.com that left me feeling frustrated and disappointed. I thought I was booking directly with the hotel, but it turned out to be a bait and switch situation. I booked a room that was supposed to have a king size bed, but after booking it, I realized that the drop-down option was double or XL-double, which wasn't in the description. I found another room with the same amenities and a king size bed for only $1.13 more on the hotel's website. When I called to inquire about switching rooms, they told me to go through booking.com to avoid double billing.

I called booking.com and explained the situation. The first person I spoke to called the hotel to verify that the room was available, but when I asked to switch, they told me there was a $30 upgrade charge from the hotel. I explained that I wasn't upgrading, just switching to the same amenities with a different bed size, but they insisted it was an upgrade charge. When I called the hotel to inquire about the charge, they told me they didn't charge guests to change rooms, even if it was a completely different room.

I called booking.com back and got a different person who also called the hotel to inquire about the room. They came back with the same story about the hotel charging a fee to switch rooms. I called the hotel again and spoke to the customer service manager, who confirmed they didn't charge for room changes. I made two more calls to booking.com and asked to speak to a manager, but was hung up on when I persisted.

I decided to cancel my reservation with booking.com and work directly with the hotel. When I asked about the cancellation fee, I was told by booking.com that they didn't charge fees, only the hotel did. But when I called the hotel, they told me they wouldn't charge me for cancelling one reservation to make another.

I called booking.com back and was told again that they didn't charge fees, only the hotel did. I was fed up with the lies and asked what purpose they served. The representative said they offered a service, but I couldn't understand what that service was since they overcharged customers, lied to them repeatedly, and hung up on them.

I am considering filing a class action lawsuit against booking.com since any fee they try to charge me is clearly falseified since they don't charge customers anything, only the hotels do. I would not recommend doing business with this company and am surprised they are still in business.

I recently booked a flight to Stuttgart, Germany through Booking.com with Lufthansa for September 2022. Unfortunately, on October 18th, 2022, the flights were cancelled, but I was not informed of this until March 4th, 2023. I called Booking.com to inquire about the cancellation and was told that alternative flights had been re-booked for us from 15:10 to 09:10am. However, when I called back on March 9th, 2023, we had not received updated tickets or any written confirmation of the change of flight. I was told that the flights had been rebooked and that we would receive new tickets in 2-3 days.

After not receiving any written confirmation or updated tickets, I called Booking.com again on March 14th, 2023. I was informed that the flights were not rebooked, but only a request for new flights had been put in. I was told that my case had been escalated to the support team on March 9th and March 14th. I asked to speak to a supervisor, but was told that a supervisor was not available and that I would have to wait 24 hours for a call back.

Finally, on March 15th, 2023, I received a call from a supervisor, Sujata T, who advised me that she had escalated the case as a priority to the support team and that we would have updated tickets by Saturday. She even put this in writing to me in an e-mail. However, when Saturday came around, we still had not received any updated tickets, and I had to call Booking.com again. I was told that I had already spoken to a supervisor and that I needed to kindly wait for an update from the support team. I requested a further call from the supervisor, but was told that a different supervisor would contact me every time.

Another supervisor called me back later that evening, around 8pm, and informed me that the case had never been escalated to the support team. This supervisor, Rahul T, advised me that he would expedite the process as a priority, but no one from the support team works over the weekend, so it would be Monday, March 20th, 2023, at the earliest before anyone picked up this case. I received an e-mail stating that my case had been escalated to the support team, which was upon my request due to having been lied to and not offered.

Despite Rahul T stating that no one would pick up the case until March 20th, 2023, I received an e-mail on March 19th, 2023, to confirm that there were no flights available for us to re-book either on the day or +/-1 day, and that we were unable to travel as planned. The e-mail stated that we had 5 days to respond for a refund, otherwise it would be recorded as a no-show, and we run the risk of no refund other than taxes. I spoke to Lufthansa, who advised me that there may be flight availability, but just not via Booking.com, as not all airlines give all their availability to travel agents.

My husband and I were supposed to be traveling with our three children, aged 3, 5, and 15. Our 15-year-old is diagnosed with ADHD and autism, and we had been preparing her for the trip for some time, as it was going over to meet family she had not met before, which is anxiety-provoking for her. Getting to Stuttgart was not easy, as we were having to do a layover in Frankfurt, and the cost of flights now compared to what we paid in September 2022 has more than tripled per person and beyond what we can afford to just go out and re-book flights elsewhere. We have non-refundable accommodation booked in Germany via Booking.com to the cost of €840.98, but Booking.com has told me that this is not their responsibility and that there is nothing they can do.

We are currently trying to sort something out directly with Lufthansa, but with 10 days left to go, I am not hopeful. Booking.com was aware of the cancelled flights for months and did not share this information or act on it. They then lied on multiple occasions about having escalated the rebooking to the support team, leaving us with no time to rearrange the flights. They are now taking no responsibility for the ripple effect of our non-refundable accommodation in Germany. My kids are devastated, our annual leave from work is wasted, our train tickets from the airport to Aalen where we were staying are wasted, and Booking.com does not seem to care.

I would never book with this company again! They need closing down!

I am writing to share my terrible experience with booking.com. My friends and I planned a trip to London from April 29th to May 1st, 2023. I had booked the Luxurious Central Soho Apartment through booking.com on January 29th for ?1,103.46, which was non-refundable. However, when we arrived in London, the apartment owner informed me that all bookings had been canceled due to a dispute with booking.com.

I immediately contacted booking.com's EU office, and they assured me that they would book us another apartment or hotel. However, after waiting for over an hour, I received an email asking me to rebook another apartment, which I would have to pay for again. I was frustrated and confused, as I had not been informed of any refund.

When I called booking.com again, a different operator informed me that I had been refunded the original ?1,103.36, which would take 12-15 days to process. I was shocked and horrified, as I did not have the money to rebook another apartment at such short notice. I asked the operator to book me into another hotel or apartment in the same location, but he told me that there was nothing he could do.

I asked to speak with a manager, but after waiting for 15 minutes, I was hung up on. I was emotionally and physically drained, and our holiday excitement had been ruined. To make matters worse, this trip was supposed to be a fun trip for my mom, who had recently been diagnosed with breast cancer and had just undergone a mastectomy.

I had to borrow money to book another hotel, the Radisson Blu Edwardian Grafton Hotel, which cost ?1,465.53, nearly ?400 more than the apartment I had originally booked. However, when we arrived at the hotel, they informed us that booking.com had allowed us to book after their deadline, and they were full. We had to be transferred to another hotel, which cost us another ?30 and took 30 minutes to check in.

We lost a full day of our trip and spent over ?400 in additional costs. I am extremely upset and in shock from the treatment we received from booking.com. Their inadequate and careless service caused us financial, emotional, and physical stress.

On October 30, 2015, my group of six, including four adults and two children aged 10 and 3, arrived at our Vacayo apartment at around 5 pm EST. After resting for a while, we left the apartment at 7:30 pm to grab dinner. However, when we returned almost three hours later, we found that we could no longer access our apartment. We could get into the building, but not into the apartment itself.

We tried calling Vacayo apartments, but could only reach their voicemail. We also tried contacting the person assigned to help us with our check-in, but we were unable to reach him right away. After several attempts, we decided to call booking.com for assistance. Although the agent was helpful, they were also unable to reach anyone from Vacayo. We remained patient, hoping someone from Vacayo would eventually call us back to help us. We tried calling all the numbers Vacayo gave us, but again, we were unable to reach anyone.

At 11:39 pm, Kareem, the Vacayo representative in charge of our check-in, finally texted and called me. Unfortunately, he was unable to help us over the phone and said he would see what else he could do and that he would text or call us back. After 30 minutes with no feedback from Kareem, we texted him again asking for his help, but he did not reply. So, we decided to call booking.com for the second or third time that evening to ask for help again.

At this point, we were all exhausted coming off a 19-hour flight and were also cold in the hallway with all our things inside the apartment, except for what we had on us. We all just wanted to sleep, especially the children, but could not. We were forced to sit in the hallway and stairwell, alternating calls to Vacayo and booking.com. My brother sat with his 10-year-old son sleeping on the floor beside him, while my sister-in-law sat with my 3-year-old niece, who was crying most of the time.

At 1:30 am on October 31, 2015, after not hearing back from Kareem and Vacayo, and the booking.com agent saying that they could not help us with last-minute bookings since it was already past midnight, we decided to look for another place for the night. The cheapest place we could find in Manhattan at that time of morning that had an available room was Gardens NYC, but it would cost us $580.11. We decided to take it rather than the alternative of sleeping in the hallway. We also spent $26.53 on an Uber taxi to get to the hotel since it was located in the upper east side, and our apartment was in the lower east side. All in all, we were able to check in by 3 am.

The next morning, Kareem from Vacayo called at about 9:30 am, saying he was in the city and would be able to help us "in a while." By 11 am on October 31, he finally called to say he was on the way to the apartment, and I told him that I would meet up with him there. We got to the apartment just past 12 pm, and fortunately, Kareem was already able to open the apartment door by then. He informed us that something went wrong with the doorknob, which is why we could not get in. He said he would report to his office that the incident was not our fault, something which we knew all along. After he left, I called booking.com to inform them that we got into our apartment already and to help us with a reimbursement of at least $580 for this unnecessary expense.

Throughout the entire nightmare, we did not lose our tempers, despite feeling helpless during that time. No one from Vacayo or booking.com was able to help us, not until over 12 hours since we first requested help.

As of right now, November 3, 2015, that feeling of helplessness is back. We feel booking.com and especially Vacayo apartments are not taking our claim seriously. No one has apologized to us, except for some empty words, but more importantly, our refund request has been totally disregarded up to this point. We feel that booking.com did not value our business and is hoping we would just go away quietly. We are not!

I regret using booking.com and will not use it in the future. I will make sure that as many people as I can reach will be informed of this incident and the lack of action from the company. Sending emails is insufficient and not helpful at all. We want results and nothing over what should rightfully be refunded to us.

I recently used Booking.com to sell rooms online for my hotel and I have some strong feelings about the service. First and foremost, the customer service provided by the Elegant Staff, especially the Credit Control staff, was incredibly rude. They never seem to prove the situation, even when we have evidence to support our claims. For example, we had a situation where Mr. A did not check in, but Booking.com claimed he did because he said he did. When we asked for more information about the check-in time, room number, check-out time, and receipt, they refused to provide it and still asked for commission. This is what I call "cheating."

It seems like the Elegant Staff, who are trained by a huge company like Booking.com, don't care about the hotels they work with. They always think they are big and important, but they provide low-quality services and investigations that don't protect their hotel partners. I think there are many thousands of agent sites that are always ready to welcome hotels and can solve these problems in a better way. If hotels don't care about Booking.com, it won't be a problem for hotel marketing.

Another issue I have with Booking.com is their problem with review investigation. They never seem to know the truth, but liars can write misleading messages on the hotel page without the best investigation from Booking.com. What about the best responsibilities and compensations? It seems like they don't care about that either.

There are many other distribution channels available to hotels, such as 1HotelRez, AA Travel, Agoda, and more. I hope Booking.com can solve these problems in an effective way because they work with hotels, not slave partners.