Booking.com
Reviews and Complaints

We booked our first holiday abroad for 12 years via booking.com in May 2018. The hotel was mis-sold on the site as to its location on the beach, which it was not. It was dirty, the doors onto the balcony were unsafe, the television did not have one English Channel, and the majority of residents were British. The telephone did not have a ring tone, there was no laundrette facility, when they stated in reception that there was, we were pointed to a laundrette! The bathroom was dangerous with an open box that had pipes and wires exposed. The window was locked with a plank of wood in the bathroom and the whole room smelt of damp. The sea view we asked for was of the extraction system from the hotel kitchens. We are extremely upset with our stay here after not being away for so long and for the safety of our little boy who is just 3. Please see the attached photos. Also, while we were there we spoke to a lot of unhappy residents.
Kind regards
Sarah Kirby. Please contact [protected]@live.co.uk, or [protected], or 10 Sands Lane, HOSM, York, YO43 4EX.

Ref [protected]. I have contacted booking.com numerous times about not receiving my refund for my cancelled hotel. Been ignored a few times and told to contact the hotel direct, which I have done with no reply or refund. This apartment was cancelled 29th April. I have the email telling me I will get my refund in 10-15 working days which I have not received. I have already booked and paid for a new apartment through yourselves. My credit card statement is now due to be paid and with both transactions showing and need this amount of £666 ASAP so I don't get charged any extra interest on this payment.

I have only just started booking with bookig.com. I travel with my two daughters aged 11 and 15. So the site asks for all of our details and then shows me available rooms in the location found with three people showing (three icons representing people). I then reserve the room and look forward to the trip.

Well, I am in the first trip now. It turns out that after reserving booking.com only reserved the room for two people. So we arrived and the hotel made one of us sleep on the floor because apparently the room was for 2 people.

We have another trip booked for India. I just checked the confirmation and booking.com has done the exact same thing it shows a confirmation only for two people. This time I took a picture of the page on the website that shows the room is for three people and the price quoted. I am in the process of complaining but it is really distressing.

Please do not use booking.com ever they have completely lust touch with customers. Very very distressing, is going to be a great night on the floor having paid £200 for the night.

I showed Hidden Oasis to my ex husband and upon seeing this villa he approved me taking our children overseas. That day I told my friend who is also a single mother that I could go and she quickly booked tickets for her and her children (4 tickets) and the following day I booked tickets for me and my children (3 tickets). We were so happy.

I contacted the villa owner immediately and as you can see he responded with a request for my mobile number so he could contact me on Whatsapp. I sent him my number immediately.

He did not contact me and I became concerned so I contacted Bookin.com and after many failed attemtps to contact him an investigation was started on 7th May by Panagiotis.

I tried calling many times and asked for Panagiotis to call me but he must have been too busy and only emailed me on 13th May asking me to allow 2 weeks for the investigation to finalise. So I waited and I was very concerned because at this stage I was hoping to fix this without telling my ex husband.

On the 23 May, 2 days past the investigation period, I called booking.com again because I had not been called or emailed still. Anna was lovely but said like all her other colleagues that she could not contact Panagiotis because he was not there. She said she would send him a message for him to call me but I have never been called from him. I think he doesn't like me for some reason.

She tells me the investigation has not been closed and there is not plan from Panagiotis. By this stage my ex knows we did not secure the villa and is very upset because he does not like Bali and only agreed because the villa looked very nice and safe. I told him the area of Seminyak is very safe.

Please understand we would love the villa that we booked and if booking.com did not send me a confirmation email we would not have spent $10, 000 between everyone on return flights.

So I beg of you as I have been begging the last 3 weeks. Please confirm my booking again or relocate me because this is beyond stressful for me, my friend and especially for my ex husband.

If Panagiotis would be kind enough to call me that would be very nice too.

Kid regards

Josie Gangemi
josie.[protected]@taxassure.com.au
61 [protected]

Date of incident - 16th may

I canceled my bookings a couple days after it was made. Reservation numbers are 1255678709 pin 5245 and 1617546909. I got my cancellation confirmation of bookings via email on the 1st of march. By the way it said that it was cancelled for free. But despite this fact baby face rome hotel charged me whole amount 218 euros (date of incident - 16th may). I am extremely disappointed, I have been charged in error. Roughly a week ago I called to hotel and booking.com and asked them to fix this problem. But I still have no explanations of the incorrect charge, I still have no reverse my charge.
I am not happy at all with this service!

My full personal details, including name, address, phone no. and the dates for a reservation I have made for a hotel in the UK have been leaked by booking.com resulting in fraudulent attempts by criminals to try and obtain money from me. Booking.com have allegedly been aware of a data breach with my details for over a week, but decided not to inform any of the guests that might be affected because they didn't want to alarm anyone. The fact that there has been a very sophisticated attempt to defraud me of over £3, 500 for my reservation is absolutely not acceptable. Booking.com refuse to comment further on the case and will not discuss the matter. We have still not received any written notification from booking.com about the matter and they have not replied to any correspondence. The hotel are also having major problems trying to get information from them. Surely there must be a better, more secure hotel booking platform than booking.com.

Hi I should have recieved 20% after my stay at Aviemore and it's now been past a month and contacted a few times and still not got it. I have used booking.com a lot and will not be using it again if I done receive my payment it was ment to be a straight forward procedure and I've had to chase it up a few times don't think it's acceptable your giving faulse information on your website

I reserved a room on this property advertised on Booking.com for the 7th to 10 of May 2018 and it was prepaid. It was advertised that the address is Flat H 2F New Luckey House 15 Jordan road Yau Ma Tei Hong Kong.
Upon arriving to the address, I was met by a man who claimed they have a room for me at another location. I told him that the reservation was for this address and he insisted that it is the same company. He took me to another venue (about 10 minutes away) horrible place very different from the picture advertised and I told him it was a scam and I will not stay there as this was not the address that was advertised. He tried to convince me that its under the same company etc. I refused to stay in the place and took another hotel. HE PROMISED to return the money to my visa within a week.
I wrote all this to Booking com and did not recieve a reply.
Please look into this terrible experience as I am a good client of yours and would not like others to go through such an experience!
Please reply to my email [protected]@gmail.com

Pictures shown on booking.com of room were not the condition the room was in. Did not show rotting bathroom floor, cup needed to prop a window open. Person I spoke with misrepresented herself as owner and promised to have a TV on property by date of arrival, she is not the owner and never provided the television as promised in numerous communications. Does not respond to calls or emails.

- Feb 2nd 2018- Room booked at Capri Motel, Winnipeg, for June 27th 2018
Confirmation no. [protected]

- Full disclosure was not given when I gave my VISA that there was a "no cancellation policy" on the booking. It only showed up on the confirmation email

- I did not worry about it because I expected to use it.

- Now I am ill and unable to travel.

- I cancelled through Booking.com, today, May 12th 2018 and was sent an email
stating I would be charged the price of the booking... $63.00

- I have used booking.com previously, obviously I will not in future.

My complaint is a general issue involving several incidents that happened via Booking.com. I have been using their services for years, but lately, things have become less than ideal...

When you reserve, you get a list of amenities: free breakfast, free cancelation, airport transfer, swimming pool... When you get there, the swimming pool has been empty for a while, the breakfast is not included in the price of the night, the hotel does not do airport transfers, but will get you a taxi for a minimal fee ($25...) And you try to cancel (2 months in advance!) and you are told you got a really good deal, so you can't cancel...

This is "bait and switch"! The hotel says they warned you (really? when?) and Booking.com tells you this is between you and the hotel.

Do yourself a favour: stay away from Booking.com, deal with the hotel directly, and don't give your credit card number before you are certain of what services you are securing!

As above.
I had booked The New Yorker through booking.com for our stay from 22-24 April 2018. On the 21st I realised I would not be able to get to the New Yorker until 23rd and sent them an email providing my name, dates if stay. The hotel staying at and that I would not be able to get to the hotel until 23rd.
When I arrived at The New Yorker they had not been I formed and charged me a no show amount if $138.00.
I have sent a number of emails to Booking.com about this, requesting a refund.
Automatic response continue to come and it seems no one is Reading the email.
Can you please look into this.
I am requesting a refund of $138.00 please for this error.
Kind regards
Michelle Frazer

4/28/18

Confirmation #: [protected]

I had made reservations through booking.com for a 2 night stay at Studio 6, on 5163 Over Pass Rd Buda Tx 78610 through 4/57-4/28. I was quoted $259.98.

After they ran my card I noticed they ran my card for $293.78, I informed the clerk that, that was not what I was quoted through booking.com. And somehow through error my kids were being charged as adults. So the clerk said she would make the adjustment and my card was going to reimbursed the difference.
My card has not been reimbursed, I went to go talk to the Manager at Studio 6, he said that was something I had to address with Booking.com because "everything was right no their end."

I am very displeased with this service and I would like to get my money reimbursed please.

Thank you,
Laura Vera
lrvera7.[protected]@gmail.com
[protected]

Dear Sir,
I had a confirmed accommodation approval from your office for the above mentioned address.
On ariving in Budapest, however, I was met by a kind lady, who spoke very little English, in front of the appartment building.

She explained to me that my accommodation was not in the booked place, but elsewhere. She was going to show two alternatives to me !
So after a long drive to Budapest, not knowing any other place to go, I went along with her. We spent another two hours walking around Budapest, and she showed two other appartments to me.
When I phoned the man in charge, Lenard Hofman, trying to explain what was going on, he became very insulting.
As it was getting dark by now and being fairly tired from the trip, I eventually accepted the situation.

So I was placed in a smaller appartment, had a fairly bad and unconfortable bed and had to pay 120 .- Euros per night.
Sorry, but that´s what we call total RIPP OFF !
Obviously, Mr Hofman advertises accommodation which he cannot grant in town.
As I wanted to enjoy my time in Budapest, I did not argue with M Hofman any longer.
However, my decision is firm: I will never ever take advantage of the services of your company again, and will not hesitate to express my utter disappointment when asked.

The address of the appartment was : Baros utca 45, appartment 3a

Sincerely yours

Christian Hardt

We booked two rooms, 1 family room at £125.00 and 1 Double Room at £100.00, we were taken to family room up 2 flights of stairs with a buggy to find the room had not even been made up, we were taken to another room and offered a drink as compensation. The 2nd room smelt of what can only be described as diarrhoea, the tv did not work which when we complained about we were again offered a drink as compensation. There was no heating in either of the rooms and I had to literally sleep in all my clothes (jeans & jumper!). We had a 4 month old baby with us and when we complained about the heating we were told it would come on shortly, it did not! As we had children we were not out all night and to come to your hotel room at 8.30 at night with no tv is not the greatest. When we got up the next morning looking for somebody to complain to there was nobody available! This is probably because they knew what was coming. This hotel appears to be run by young people who quite frankly did not care in the slightest, we believe the unmade room was because of the guys had been "using" it from the things that were said between the staff. We are not complainers by any means but given the cost paid for these rooms and the service that we were provided are on different spectrums of the universe to be honest and we are looking for compensation for turning what we were looking forward to an enjoyable weekend into a slight disaster.

On 5th of January 2018 I booked a stay from 14th-19th of June in Sunny Mogan (Ref [protected]). I decided to book these holidays way in advance because it is a popular area and over the summer prices increase a lot. This stay had free cancellation until middle of April.

On 14th of April, booking.com charged me the whole stay and next day cancelled my reservation without any reason. I contacted the owner of the property and she said that she informed booking.com at the end of 2017 that the property would not been available because it was sold. However booking.com kept allowing reservations and also charging the stays!

After the cancellation, booking.com refunded me the stay but because the transaction was in euros I incurred in an extra cost of £17.36. I contacted booking.com customer service and they told me that I should not be covering any extra cost, as this cancellation was not my responsibility, however now they reject to refund me this £17.36.

Additionally, this is impacting on my economy as I had to book another property in the area and of course (as expected) the prices significantly increased. In fact we could not find a 4 people property at a reasonable price so we had to book two properties for 2 people each, which is costing us exactly double price in comparison with the two bedroom apartment booked in January.

Therefore, I would appreciate that booking.com refunds me the £17.36 and also offer a compensation for the inconvenience caused.

Thanks in advance.

Dear Customer Services,

Booking Reference: [protected],

I am writing to you to raise an issue about Online travel agent at Booking.com on April 30th, 2018.

We booked this villa upon which we made several calls to booking.com to ensure this was not dodgy (the host had contacted us outside of booking.com to ask us to move our booking via a private link she provided on a competitor website that we were even unsure was real). I contacted booking.com letting them know this and asked them to ensure the property actually existed and that we would not be left in the lurch. I was assured by keeping our booking with booking, com meant were covered in the instance that anything should happen or that the host removed our booking, it would be booking.com's responsibility to find us an alternative and we would not be without accommodation. Today I received notification the booking was cancelled and I called booking.com only to be told we just have to find alternative accommodation ourselves (they provided suggestions) and pay any extra (which is coming up to over double the price we had already booked for). Told there was nothing they could do as this property had been listed as 'closed'. We have been left in the lurch even after flagging this numerous times with them only to be reassured we wouldn't be without somewhere to stay - which is now the exact case. Thoroughly annoyed and disappointed.

I would like them to find us alternative accommodation as promised (especially as I flagged this numerous times previously with their reassurance) at the cost we had agreed to pay originally.

I look forward to a prompt response.

Yours faithfully

Savroop Kaur

Reference:
Address: 6 The Curve, London, W12 0RH

My Reservation number is 1630.051.948
Reservation Date April 23-26th
Hotel Metropole Brussels, Belgium

Unfortunately we had to cancel our trip to Brussels. My husband's father died unexpectedly on April 19th. We contacted the hotel, and Booking.com. We understand this was a non-refundable reservation (booking.com said it was because the rate was so low) We were actually attending the Seafood Expo, and after years of doing this, we know how much they increase the price for rooms! Our total loss on this reservation was $1, 717.00. We contacted the hotel and they referred us to you. We were hoping that something could be done. We understand that we can't get a full refund, but were hoping for something...maybe a voucher or discount, we're not sure. This is a lot of money for us. We would appreciate any help in this difficult time.
Thank you!
Mary and Mike Shimchick
Stellar Pacific Seafoods, LLC

Rachel Bruerton
16 Alameda Gardens
Tettenhall
Wolverhampton
WV6 9EX

Mob [protected]
[protected]@gmail.com

23 April 2018

Private and Confidential
Booking.com

Dear Madam / Sir

My refund for booking [protected]

Further to my call with you on Sunday 22 April, I am still dissatisfied with this situation.
On your website when boking this room it states ‘free cancellation' which I believed related to this booking (please see screen shot below).Indeed this misleading statement is still on your website today.

Although I accept that my actual booking states that it was non refundable, by the time I had booked the room, this was too late.
I ask finally for you to resolve this matter with a full refund before I consider my options.
I look forward to your response,
Yours sincerely

Rachel Bruerton

Ref: [protected]
Re the above, I have made 2 enquiries to yourselves to request my money is returned.
I received the attached message to advise that my card details were wrong and that if I wanted to keep my booking, I should update my card details. I had decided to defer my visit for a week, so I didn't cancel as the message clearly stated that unless I updated my details, the booking would not be honoured. I believe that you have sent me the wrong info and you should return my money to me.
If you hadn't sent the message, I would have cancelled on-line.