Booking.com
Reviews and Complaints

We booked flights from Perth (AUS) to Kuala Lumper, with Air Asia through Booking.com. When we arrived at the airport for our scheduled flight we found that the flight did not exist! We had to book alternative flights with another airline to make our connecting flight. Booking.com have refused to refund our money saying that we need to make a request to Air Asia, we did this but Air Asia have said that as we purchased the tickets through Booking.com (a third party) we need to get the money back from them. We have send multiple requests to Booking.com complete with screenshots from Air Asia saying they cannot process a refund as we booked through a third party. Booking.com keep saying the same thing to us and will not refund us. This has been going on since the 16th December 2023.

110 east arbor rd Eden North Carolina. Econo Lodge. I booked through booking I am a member came here to visit family in the area. I have never stayed in such a round room in my life. It is totally disgusting. My bed spread on both beds have holes in them and the blankets I wouldn’t even let my dogs lay on EVER! The holes are huge pictures enclosed dingy towels filthy shower the hotel cares less. I made the issue to staff they don’t care. I paid in cash no refund too bad. Booking shouldn’t honor this fleabag which is exactly what it is not charge 118.00 a night loree graley customer 2/9-11/[protected]

I had made a reservation at the YOTEL in Argyll Street in Glasgow for Friday 2nd & Saturday 3rd February. I did not take the cancellation fee as there was ABSOLUTELY NO WAY that we were not going to be requiring the accommodation. Unfortunately as the occupants for this accommodation were travelling from one of the Scottish Island the airplane did not make the journey so therefore they were unable to come to the mainland . I did send a message on that afternoon about this but I did not receive a reply...

I am aware that I did not take the cancellation fee but I do feel that under the circumstances that there could have been some "goodwill".

I would be very reticent to go through booking .com again [which I have used a lot over the years] due to this disappointing incident.

The booking number was [protected] at a cost of £206.55.

I would be very much appreciate a reply.

Best Regards. Mrs Walsh

My name is Bhavika Katariya and I am a student in JLU Giessen, Germany. I have booked a Vistara air ticket from Frankfurt to Mumbai round trip 40-[protected] (14 Dec 2023- 03 Jan 2024) via booking.com. Airline cancelled my ticket on 10th Dec because of their technical issue and a refund was processed to the booking.com team on 12th Dec 2023. Travel agency has not transferred my money for more than 45 days. I have a refund receipt from vistara which shows the airline processed the refund to booking.com team but they are denying it.

I need my full refund as promised by Vistara. I have already talked with the airline and they provided me with refund receipts which show they processed my refund to the booking team but the booking team is not refunding my money back.

I have already emailed booking.com team several times but they are lying and not responding properly. This is really very frustrating and depressing for me to struggle so much for my own money.

I kindly wish for your cooperation in this matter.

Customer reference number, 40-[protected]. Good Morning,

This is Adam Everitt. I have been a long-time faithful customer with Booking.com. I had to cancel my Flight from Honolulu to Manila on 03 September 2023 Customer reference number, 40-[protected]. I worked with Philippine airlines to get the refund and eventually they agreed because of the nature of cancellation. The money has been received by booking .com. I was told that there was a 90 day waiting period before I could get my refund and that date was December 24, 2023. on January 4, 2024 I received an email stating that it was sent back to my credit card. I have called multiple times over the last 5 months to get this fixed. I called again and again from Jan 4th till today January 22. The customer service center explained to me that it was a technical problem within booking.com and that it was sent to the back office for processing. As of today January 22 I was told that payment was sent back to my credit card on January 15 but to no avail I have not received the credit. I really dont understand as to the holding of my money as I am paying interest on that money and booking.com has offered no compensation for the cost to me. Please forward my emaill to Corporate Office in Amsterdam to notify them of this customers displeasure. I hope that this email will be taken very serious and the funds be sent back and compensation issued due to the fault and failure of booking.com.

Adam Everitt

Contacted customer services to say we had been charged for a pet we don't have and would they refund. Told we had to send proof of payment which is not due for 4 days. Really unhelpful, very difficult to understand and felt like they really didn't care or try and help.

I would expect better from a companies customer services and an completely unhappy with having to provide invoices when its booking.com job and surely they already have that, absolutely ridiculous.

I had such a horrible experience with booking.com this past vacation that I would def not be booking with them ever again!

We drove 16 hours to our destination with 3 kids just to get there and find out that booking OVERBOOKED us.

I tried calling and they said I should start the process of relocating. So I did. This was around 8:30 pm….at MIDNIGHT I had nothing! No one would do anything, all the representatives from out of USA, WOULD DO NOTHING! Jjust tell me to wait for the email with a list of properties for me to choose from. Its been 7 days I did not get that email!

By midnight I was driving around looking for hotels ON MY OWN because of a booking.com mistake! I finally found one but it ended up costing double what I had pay to booking.com

This ruined out first day, our kids were miserable after a long day driving, our budget the trip was ruined and booking.com DON’T EVEN CARE! They will never see my money again…..

Really disappointing experience that requires a senior bookings.Com to take charge of liwith a confirmed booking ~ checked at the time of the following event with booking.Com ~ the manager spoke to booking.Com and told her that they [hyatt] had cancelled the reservation - unilaterally. Before that, the manager, charlie rubalcava treated the situation as what was arguably the worst customer service experience i've had in 40 years of high end travel. The incredible rudeness was topped off when i asked for a piece of paper to jot down some notes, he told me that they "didn't have" any. I took a card key cover from the desk and he responded by calling security who proceeded to throw me out of the hotel around midnight. I managed to explain the situation to security and they allowed me to stay in a common area to try find an alternative. The booking.Com agent was very attentive and helpful, could not find an alternative hotel in the area of lax [los angeles airport], said she'd keep on trying and would call me back. That didn't happen i was also assured by her that this was a serious violation on hyatt's part and that she would escalate to a senior bookings.Com person to take charge of the matter and revert to me. That never happened i have sent at least three messages to bookings.Com over the past week to follow up that resulted in no response at all very disappointing? worse than that!? disliked · with a confirmed booking ~ checked at the time of the following event with booking.Com ~ the manager spoke to booking.Com and told her that they [hyatt] had cancelled the reservation - unilaterally. Before that, the manager, charlie rubalcava treated the situation as what was arguably the worst customer service experience i've had in 40 years of high end travel. The incredible rudeness was topped off when i asked for a piece of paper to jot down some notes, he told me that they "didn't have" any. I took a card key cover from the desk and he responded by calling security who proceeded to throw me out of the hotel around midnight. I managed to explain the situation to security and they allowed me to stay in a common area to try find an alternative. The booking.Com agent was very attentive and helpful, could not find an alternative hotel in the area of lax [los angeles airport], said she'd keep on trying and would call me back. That didn't happen i was also assured by her that this was a serious violation on hyatt's part and that she would escalate to a senior bookings.Com person to take charge of the matter and revert to me. That never happened i have sent at least three messages to bookings.Com over the past week to follow up that resulted in no response at all very disappointing? worse than that!?

Dear Sir/Madam:

We are partners with a rental property under the name Serenity by the Sea, ID No.: 9425780, located on the Island of Bonaire at the Sand dollar Condos.

As such, we have been trying for months now to inform your company that the individual who opened the account, and who is NOT the legal owner of the property, and who has been collecting the rental money, needs to be IMMEDIATELY removed from the account.

As of today, we have spoken with an agent in Lithuania who advised that he has initiated a Change of Ownership process and that said process could take up to two (2) weeks to generate a response. In the interim, we have renters booked from January 4, 2024 thru March 30, 2024, with net proceeds to us, minus booking.com commissions, in the amount of $9,446.25. Should this matter not be dealt with expeditiously, we could lose said rental income. If this should happen, we will have to seek legal counsel.

Again, we have tried tirelessly to make contact with booking.com via messages, email, and telephone only to be told that they can only do so much.

Finally, I ask that someone please immediately contact us at this email as soon as possible. There is not even a recipient to answer the telephone in your New York Corporate office!

Thank you, Lena Peigelbeck, Owner at B-11, Serenity by the Sea, Property ID No.: 9425780.

I have tried to register to booking.com as a property owner. I saw the mock ad at first but I was not done fixing my advertisement. Then on another date, when I tried to log in again to complete the creation of my profile, I could not log in. The username and passwords were not working. I tried several times to contact them but they only have the automated customer service. One time I was able to contact via phone (take note, I spent money on overseas call), they would not reset my account because I could not give them the PIN which they said they are sending to my registered account. I cannot remember my registered account because I have a number of email addresses.

All that time, some tenants were already looking at the property. Booking.com is sending me these notifications but when I click them to respond to the customer, I cannot log in. I do not have control even to accept or decline the purchase. Now, a customer went to my property saying she is supposed to stay at my property because she already paid booking.com. I told her I did not get paid. I cannot even log in to my account. I wanted to cancel my registration but booking.com does not provide a way to opt out. I have posted a picture of the advertisement and the guest message to me which I cannot reply to.

I never received any information from Booking.com or Royalton Splash Riviera Cancun about their 14-day cancellation policy. If I had received correspondence about their 14-day cancellation policy from Booking.com or from Royalton Splash Riviera Cancun, I would have cancelled before the deadline; or in my case, I would have requested that the trip be postponed due to reasons beyond my control. There is no way that I would cancel and forfeit $1,178.10. I am disputing the denied claim for the following reasons:

1. Booking.com never sent any information to me concerning the cancellation fee. It was sent to Bank of America after I requested that Bank of America reverse the charges from Booking.com. Furthermore, the dates listed on the correspondence that they sent to Bank of America are incomplete. The requests did not begin on 7/18/2023. I had begun calling them since 6/28/2023.

2. I also went on the hotel’s website to gather information about their cancellation policy before I cancelled the reservation, and no information was available.

3. The information from Booking.com says to go to the hotel’s website, but the hotel does not list its cancellation policy.

4. The only information I received from the hotel after booking with Booking.com was more advertisements about additional events and services available upon my arrival.

5. When I called the hotel’s customer service number, no one answered the phone.

6. I had to cancel my reservation due to a passport backlog in the United States. I even contacted my state representative to get my passports to me on time. I received the passports after the trip would have taken place.

7. I contacted Booking.com on several occasions and was never told that I was ineligible for a refund from the hotel. On the contrary, they told me that they were calling the hotel in Mexico for me and could not speak to a live person. That occurred each time I called Booking.com.

8. When Booking.com was able to speak to a live person, (they never included me in on the call) they advised me that the representative in Mexico said that they would be happy to issue a refund to me, but that the request must be made in writing from Booking.com.

9. I asked the representative from Booking.com to send me proof that they sent the information to Royalton and was told that it was confidential information. I asked for them to forward the information to me. I was told that they would, but I never received it.

10. I called on several occasions and was told that they were waiting for a representative in Mexico to issue the refund. Booking.com told me that they could not do anything about issuing a refund until they heard back from Royalton Splash.

11. Each time I called Booking.com, they put me on hold and said they would call the hotel in Mexico. After about a two-to-five-minute hold, I was told that no one answered the phone.

12. As a result of the issues with Booking.com and Royalton Splash, I requested the charges be reversed from Bank of America.

13. After I was given a credit from Bank of America and it was later denied, because Booking.com responded, I called the hotel in Mexico after purchasing a long-distance plan through my mobile company and was told by a representative in Mexico that they would be happy to issue the refund and that Booking.com should stop telling customers to contact them about refunds because the refunds were issued through Booking.com.

14. I then called Booking.com and joined them in on the call with a representative from the Mexico hotel, but another representative answered and said the other person that I spoke with was not available.

15. That same day, Booking.com asked me to send the correspondence that I received from them to an email address: [protected]-fhyp.dmda.azkt.[protected]@property.coming.com so that they could investigate the issue, the email was returned to me undeliverable.

16. The dates that I contacted Booking.com were as follows:

a. 6/15/2023—I received a message that Booking.com would be charging my card the following day for my reservation at Royalton Splash.

b. 6/16/2023—Made payment (When I click on the link to get information about the hotel, it goes to Booking.com’s website.) Absolutely no information about the hotel’s cancellation policy is available.

c. 6/26/2023—I received a message from Royalton Splash with a confirmation number and my reservation details offering more services and advising of available amenities.

d. 6/28/2023—I cancelled my reservation due to my passports not arriving in time (although they were applied for in April of 2023 and expedited). I received an email from Booking.com letting me know that my reservation was cancelled and that I did not need to take any further action and that I would receive my refund in 7-12 days. I waited 12 days when I did not receive the refund and saw at the bottom of the email, it stated that the cancellation cost was US $1,178.10. This is when I began to call Booking.com almost daily.

e. 7/14/23 Krishaine S said that she was waiting from someone in Mexico to issue my refund.

f. 7/16/23 I received an automatic reply asking for my experience with customer service.

g. 7/18/23 Regie S said that he had sent the written request to Mexico and was waiting for them to issue the refund because it was never done. I was also told to email Booking.com and advise of my issue if I did not receive the refund.

h. 8/1/2023 I requested to speak to a manager at Booking.com. The “manager” was only able to show outrage at the amount of money that was at stake and could not help with the situation, stating that I need to understand that it was up to Mexico to issue the refund. This was unacceptable because he could not get in touch with someone at the hotel to advise why I was being told conflicting information from both Booking.com and what they claimed the representative at Royalton Splash had advised them.

i. 8/7/2023 I emailed [protected]-fhyp.dmda.azkt.[protected]@property.coming.com explaining that I requested a refund on 6/28/2023 due to passport issue. I advised that I could not get a hold of anyone at Royalton Splash and that the phone number that booking provided for the hotel is not a working number. I did not get a reply to this email.

j. 9/14/2023 I purchased an international plan to call Mexico and was given false information as stated in item #14. That same day, I told Booking.com (Crezielle Ann G.) that I did not receive anything from them in writing advising of the 14-day cancellation policy. Booking.com advised that I email them the information that they sent to me with my confirmation number. I sent it to them and did not hear back from them.

k. 9/14/2023 the email was returned to me undeliverable.

Throughout this entire process with Booking.com and Royalton Splash, there has been a language barrier. The representatives at Booking.com do no seem to fully understand their refund policies and they are trained to tell the customer that they will call the hotel, place the customer on hold for several minutes and then advise that they cannot get a hold of anyone at the hotel. Again, I was never advised in writing or verbally that there was a 14-day cancellation policy. I was only advised of this when Booking.com responded to Bank of America. This has created a great deal of stress for me. In addition, my son suffered a medical emergency on September 8th and that is the reason I have not continued to pursue Booking.com nor was I able to re-open the dispute with Bank of America since September until now, December 9, 2023.

Booking.com’s practices are unfair. They should clearly advise customers of their policies and they should train their customer service representatives in their policies. They should not advise customers to click on their link to be joined to the hotel’s cancellation policy if the hotel’s website does not provide the information. The whole point of using Booking.com is that they are the ones who communicate with the hotels. Furthermore, Booking.com only responded to my issue when Bank of America became involved in the claim. They never reached out to me concerning my issue. It is very convenient that they found the hotel’s cancellation policy when Bank of America became involved, but never advised me of the policy. Their story changed.

Again, had I been advised of the cancellation policy, I would have either cancelled in the appropriate amount of time or postponed the trip; I would not have forfeited my refund of $1,178.10. In addition, a cancellation fee of the entire hotel stay is an unfair practice, especially if the cancellation is due to unpreventable circumstances.

While booking for an attraction from Booking.com app on an iPad, the page refreshed back to the cart without giving a confirmation that the booking was done. This made me do the booking twice and both the times I did not get the confirmation page from the app.

However, the next day I realised that my money was deducted twice from my account and two tickets for the same attraction was provided to me.

I cancelled one of the bookings made and called Booking.com to provide the refund. They said the supplier won't issue a refund hence they cannot give me a refund. I contacted the supplier, and they told me they are willing to give a refund to booking.com if they approached them but they cannot give me the refund directly. I tried to explain this to booking.com but they were not willing to listen. I asked them to transfer me to their manager and they still refused.

They were very rude and unsupportive of my case, and they were not willing to even listen to my plea.

My attraction costs me USD 68.69 (AUD110/-) and since it's not a small amount, I request you to please intervene in my case and get me my refund.

Cancelled Ticket Confirmation Number: BK103056465250738

Booked on Mon 13th November 2023

Note: Ticket was cancelled within 24 hours after the booking was made.

I made a booking as early as April 23 on the Booking.com platform and was dully sent the confirmation thereof, after enquiring with the property I was informed that the property could not confirm the booking as it seemed that their (booking.com) platform was used fraudulently to list an existing property, therefore the real property had no record.

My real frustration is that booking.com is stringing me along making all kinds of promises (it’s being investigated, I will accomdated etc)

It’s now 3 Dec and no response from them.

[protected] Booking number

Pathetic service in resolving problems.

I booked an apartment named Hyde Residences in Pattaya, Thailand through Booking dot com

The advert said wifi is free of charge yet upon arrival we was advised it was basic wifi only and we had to pay additional fees of around 400 baht per week to upgrade.

After checking the apartment policies these additional fees were not mentioned anywhere.

We decided that we felt we could not trust this apartment and so we found somewhere else and left.

They refused for some time to give us our deposit back (we did eventually get that back) however to date we still lost £281 for the two week stay which we didn’t proceed with.

We have exhausted with booking com as we either get generic messages or they say the terms and conditions mean we don’t get our money back.

Technically the terms and conditions I feel have been breached as we were mis sold a property.

I don’t think I’ll be using them ever again not that they care.

J'ai réservé une voiture (C4 grand picasso) via Booking.com à LIsbonne.

J'ai payé pour cela 245.93 € 197.28 de location + 48.65 d'assurance complémentaire) à Booking. Lorsque nous avons pris la voiture à la coompagnie OK Mobility à Lisbonne, il m'a fallu payer 451.95 € (ok premium cover, fuel charge, etc). Je pensais avoir payé la location.

D'autre part nous avons eu une Dacia Logdy à la place d'une C4 Gran Picasso Citroen et enfin la caution de 200 € a été débitée.

Greetings,

My name is Debra Engel and I live in Victoria Australia. My phone number is [protected]

My booking was a nightmare and Booking.com agreed to refund me the full amount of 384.80 Euros. (Refer email from them below) I have had numerous emails, they even gave mean ARN number for my bank. ARN 15425953249002862360155. My credit card number ends in 0055.

I have been waiting now for nearly 3 months for my refund. Where is it ? I am very annoyed as I have been and still do use their services.

Refer Email info below from Booking.com dated September 5, 2023. and I got the same email 6 October 23.

You just got a new message from the Booking Assistant!

Customer Service said:

Hi Debra,

We wish you a good health, and hope you are doing well.

We want to inform you that we have refunded the full amount. The refund takes approximately 7 - 12 days to reflect on the account.

Reservation details

Guest name:

Debra Engel and Werner Engel no children

Check-in:

Mon 28 Aug 2023

Check-out:

Sat 2 Sept 2023

Property name:

Emi Seaside, Crete

Booking number:

[protected]

They have stopped responding to my messages about a booking which had incorrect information, but which was only available after making a non-refundable payment.

Cascina cattabreghetta claims to have a shuttle service from milan airport - but that costs more than the room! Night of 5 to 6 dec 2023 booked sept 2023.

I have messaged customer service multiple times, who tell me to contact the property, which I did via booking.com, and have not received a reply.

And customer service reply to each of my messages in the app saying someone will reply within 24 hours - which has not happened since sept 30!

I am student from University of Westminster and I had booked the round trip flight from London(AI162) to India

(AI887) on 29th Nov and 5th Dec 2023 respectively. The purpose of coming was to appear for an exam however it got reschedule and in this situation I had to cancel my tickets. My Airline reference no is RRH5R9 and I was cancelling the ticket within 24 hours of booking the ticket, still 15000 INR was getting deducted. As per policy if the tickets are cancelled before 24 hours of booking full amount will be given and I am very disappointed with the customer handling service.

On Sep. 16th, I initially made a reservation on booking.com with confirmation number [protected], and pin code 0147, I cancelled this reservation immediately after I realized that the room was only accommodating 4 people which did not fit our requirement. Few days later I noticed my account was charged for $1356.63 and then refunded for $1284.74, for a difference of $71.89. I called customer service and was advised that in order to get a full refund of $71.89, I would be provided a link in an email and all I had to do was to follow the instructions and fill up the form via the link. I followed and replied to the email on Sept. 20.

On Sep 25, I called customer service as I have not received the refund. John Christian M answered the phone. He was very nice and advised me that I should get the money back in 2-3 business days. However it did not happen so I called customer service again, Anna Lynn answered and advised that instead of refund, I would get a credit of $71.89 into my booking.com account, by given 3 different answers from different customer service, I requested to talk to the supervisor as I wanted a firm answer of what exact way I would be refunded. Supervisor on duty was Chris, she said I would get nothing due to currency exchange. I was confused and asked why every time I was given different answers by talking to different customer service representatives, by repeating 'maybe.. maybe' Chris wasn't able to give me any answer. I felt I was not respected. The customer service did not give attention and consideration to the interest of the customer. I made my last call on Oct 11th got Emerson on the line. He appeared nicely to advise that he would contact the financial department and I should be expecting a call back within 24-48 hours. Appreciating his help I waited again and unfortunately nobody called me back until now. I am very disappointed.

My family arrived at a rental location I booked on booking.com (routes car rental) when we arrived at the counter was greeted by the rudest agent in the world. She stated that they don't rent to local residents in which was not disclosed in my contract that has been confirmed. This ruined my family mini vacation in which we had to cancel. There is no one to contact they also charged my credit card for insurance services that I did not receive. This should be illegal. This is a form of discrimination.