Booking.com
reviews and complaints

I have booked through booking.com many times.
I recently booked a last minute stay at norbreck hotel in Blackpool
The pictures looked ok
We got there the hotel stank. It was filthy, damp and disgusting.
The rooms were nothing like the pictures, we upgraded our two rooms to sea view but the Windows were so dirty inside and out we couldn't see.
We asked for different rooms but the guy on reception said they were all pretty bad and said if I put in a complaint to their customer service department we would get a full refund but they will not give us one as they are saying the hotel is not dirty!
We also got woke up at 2am by some guests bursting into our room and I screamed to get out. They then got into our daughter and 3year old granddaughter s room and made my daughter and granddaughter cry as they were so scared they would come back in
Booking.com should not be falsely advertising this dump of a hotel and as for covid rules there are none
I would like my £137 back

This is for an old trip in Dec 2019 but I have been unable to find anywhere to make a formal complaint to booking.com. I think after covid they really would not care anyway.

I stayed at a hotel that looked nothing like the photos online on the booking.com website (Ban Sabai Village Resort in Chiang Mai). I checked out the next day because I had such a bad sleep, the room was so dusty and old and the hot water in the bath and shower did not work properly. The bed was musty and smelled so bad that I felt sick and was coughing in the morning.

Anyway I was travelling alone and really upset and booking.com did nothing to help. The hotel refused to give any kind of refund so I lost over $800 NZD. I believe booking.com has a responsibilty to not mislead its customers with false advertising. They just palmed me off and told me to try to talk to the hotel directly, but the hotel also did not care once they had their money.

I would never use booking.com again after this experience.

Room 610 not as described, I ask for the room to be cleaned at an earlier time, It wasn't We had to wait. When we got to the room it had not been cleaned, You said it had a tub shower combination it did not. It had only a very small shower, which was a non locking situation. The dryer would not keep running, I washed a set of sheets that looked like it was only pulled up and not freshly made. There were no fresh sheets in the took up closet. This is the most chopped up room I have ever rented! The floors had sand We had to wait while they sent someone in to reclean the not yet cleaned room. You showed a nicer balcony, the chairs were not as pictured, very uncomfortable. Rusty high top table. Balcony was very dirty. While I am giving you my honest opinion, There was a full closet (lamps, vacuum, and other of owners stuff. We had to live out of our suitcases, No where to set even a suitcase. Even in the kitchen, no dish towels and it was, a high top table.) The ice maker did not even work. The only place you could even get ready was in the kitchen counter top which now takes up a lot of counter space.. I have never been so disappointed in a room as I was this one! I will never be able to trust booking.com ever again. We have always used them, not anymore Wasted a whole day. We even left a day early at night just to get back to our home. Wasted trip.

Sent from Mail for Windows 10

I made a reservation at the beginning of the year for a large group villa for a special occasion which unfortunately had to be cancelled due to government advice about travelling because of the covid19 pandemic.

When I made the booking I purposely chose one with free cancellation so we had the option to change our mind depending on numbers and location etc. The owners took over £1200 from my bank account and when I queried this they explained it was just a formality which would be refunded within 7 days if required or put towards the full amount.

I cancelled well before the cut off cancellation date and since then have made numerous attempts to reclaim the money. Customer services at booking.com have agreed the money should have been refunded long before now and have sent a few emails promising they are taking steps to make sure the owners refund the money due back but have also ignored several of my emails and i'm still £1200 out of pocket!

I booked on the 21st Oct 2019 5 hotels in Canada with Booking.com for a trip in September 2020.
We live in England and due to Covid19 sadly our British Airways flight from London to Canada was cancelled and also British government and Canadian government not allowing us to travel between our countries yet due to COVID19.
We with a booking with Marmot Lodge Jasper, 1 room, 3 nights, Sept 15th to Sept 18 which we now see was made with partner provider Agoda. - I am unable to speak to anyone about cancelling and hopefully a refund.

We had an identical booking made with Charltons Banff, 1 room, 2 nights, Sept 13 to Sept 15 same terms and conditions as the Marmot Lodge Jasper also with partner provider Agoda who updated booking to allow us to cancel and have a refund, yet nobody will do the same for Marmot Lodge Jasper?

Cannot find an email for the hotel, as my booking is with booking.com Agoda will not talk to me and booking.com said back within 1 min a standard reply when I keep asking them nicely to 'think out of the box and ask Agoda / hotel about cancel and refund due to not being able to provide services'.

Attention please,
I have sent and been sent numerous emails regarding a cancellation due to Covid 19 to our accommodation booking as travel restrictions prevented our travel we were forced to cancel. I was promised a refund but this has not appeared in my account.
The booking ref [protected] for Hartsop fold accomodation was from 10/7/20 -17/720
Please reply and action this immediately otherwise I will be seeking legal advise
Regards
Louise Valois

I booked a room through booking.com at alpine village inn in Helen for aug 22 2020. When we got there the room was old and outdated. We couldn't cancel because the manager said we would have to speak to owner and she wouldn't answer and we had called her prior to this and emailed about another matter and she wouldn't answer either. The pics on booking.com and ratings were not accurate. I sent them pics of the rooms with paint peeling and the cover off the AC u it and the green algae in the fountain in front of the room and told them about the door not locking and all the other problems. They did nothing! The owner was rude and refused a refund and again they would t help or refund even part of our money. It was a bad experience and they helped that woman rip us off!

In March this year, we booked a long weekend break with the above hotel and paid them Direct a total of £353.33.

However, as we were unable to travel to Granada because of the Covid19 situation, the hotel and Booking.com are refusing to refund us, despite the previously saying that they would.

We have provided the UK bank statement showing the amount we paid and now booking.com are telling us that we must provide the payment details in Euros, even though we paid in Sterling. We are just getting the run around now.

Last week we were told by booking.com that if the money was not refunded into our account, they would cover the cost and repay it to us, but the funds have not landed.

Dear Sir/Madam,
I booked a hotel room For one night on 18/7/2020 in Linos Inn hotel in Kakopetria in Cyprus via booking.com. I paid in full on the check out on19/7. The same time I was charged another amount as security deposit I believe. It's been 2 weeks and I haven't been refunded those 62, - euros. Called the hotel, wrote them three e-mails, no response. How long does it take to return my security money? Would like this to be resolved as soon as possible.

I own a guesthouse and unfortunately have to use the likes of the OTA's (Online Travel Agents), namely Booking.com
They are basically a commission only sales agent but portray themselves as the guests best friend, not so, they are a dictatorial agency that make misleading statements and are definitely do not offer guests the cheapest prices. My advice would be to use them as a directory, then once decided on your preferred place to stay book direct with that establishment as it will mostly cost you less. as Booking.com charge accommodation establishments such as my own 15% commission.
However apart from my personal opinion as a supplier to Booking.com my complaint is best described by the attached information.

Hello,
On 7th of July I cancelled my reservation and on 8th of July I received an email from Bookin.com stating that I will receive a refund within 7-12 days. I called on numerous occasions and nothing done so far. I am deeply dissapointed and left with no money. It's been almost a month and nobody seems to be doing anything to resolve the issue. Reservation number is [protected] under my name Camelia Tamas.
I cannot stress out how important this is for me, I hope that someone will deal with this issue as soon as possible.
Thank you for your help.
Kind regards,
Camelia

We had questions about our booking and tried to call and speak with the property before we booked, but sadly I booked before we actually saw the property. The taxi waited for me whilst I went inside, the photos on Booking.com DID NOT show how the place looked in reality. We were meant to be doing 14 days quarantine and the property did not accommodate that. I actually tried to call and speak with the property contact and they told me to SMS with them instead. The property was dingy, dirty and things were kept together with duct tape! Even when I came outside I said to the taxi driver that Booking lied about that property and a gentleman standing outside told me that you dont want to stay there, that if the government knew what was going on in there, they would close it down. I was physically brought to tears, as I was not going to stay there with my 12 year old daughter and my cat which was coming in on a flight that evening and being delivered to me!
I have tried so many times to contact the property and they will not answer my calls! Please, I need assistance! I have messaged Booking so many times and they are not helping me at all.
My next stage is to contact the police

We have made a booking for an apartment in London for 28th July 2020 to 30th July 2020. Due to the current restrictions of the Covid-19 pandemic the concert we were scheduled to see was cancelled. Subsequently I e-mailed Booking.com and the owner (via their suggested link on the website) on 17th June 2020 to advise of the cancellation. I did not receive any correspondence from Booking.com or the Owner. On 13th July 2020 the payment of £260 was taken from my bank account. I e-mailed Booking.com to request a refund on 13th July 2020. They asked for further information which I provided but heard nothing back. I emailed again the same day and again they asked for further information and I heard nothing back. I emailed them again on 14th July and 15th July as they were not contacting me back. I then telephoned them on 15th July 2020 and I was informed that my cancellation period had passed and I was not entitled to a refund but they would contact the owner. They contacted the owner and advised he has refused a refund. I explained that I had sent an e-mail weeks in advance but had no correspondence and I was informed that I had not clicked the cancellation button. This is not clear on the confirmation booking that needs to happen but what is, is that you can contact Booking.com and the owner by a link which I did in June. I contacted them by e-mail on 13th July which was the last day of cancellation and was again not advised that I needed to press the cancellation button which would have resolved the issue.
I have been extremely upset and frustrated with the poor customer service and lack of correspondence. I have lost £260 and I have been charged fees for being overdrawn as I had not accounted for this money as I had cancelled the booking.

Booking.com advised there is nothing more they can do and advised me to directly contact the owner. I contacted the owner via email and text message and they have not responded.

We recently booked through booking.com. for a large double room at Hotel Malipo. We got a room with NO BED. We got four thin little sheets (about 2cm in thickness) to sleep on.

The hotel staff would not help us and told us it is booking.com's mistake.

I booked a Large double room. Not a bedless room . The photos on booking.com show beds. The description on Booking.com's FAQ also state that a double room has BEDS.

This extremely inaccurate information ruined our weekend. Our bodies are sore from sleeping on a floor when we paid W140, 000. We were recommenced to stay at the hotel by a friend who stayed in the double room and HAD A BED!.

This is completely unacceptable. I have spent all day looking for booking.com's complaint contact details. Yesterday, when we checked in to the hotel and saw the room and complained, the hotel staff just stopped responding or acknowledging us after we showed the booking details.

I have used booking.com for most of my international and local travels. I feel completely cheated as regular and will be taking this false advertising on booking.com further if it is not resolved.

W140, 000 for a floor is disgusting and deceiving.

Our booking number is [protected]
Booking date: 27 July 2020
Booked: Large double room

At around Christmas last year, we booked a holiday, only for 4 days in Great Yarmoth, Norfolk, 18th-22nd May. at Great Yarmouth appartments, 14, walpole st.
The money was taken out very soon after, in full by Bookin .com. I was a bit taken abackbut though, well, it doesnt really matter. Then along came the virus. We didnt cancel straight away hoping things would get better, of-course they didnt. so on Wednesday, just gone icancelled on line.
Got an email backto say the cancelation had gone ahead, but we wouldnt get any money back, due to it being a no refund policy for cancelations.
Im sorry, but that is very unfair.How on earth did we know of the virus coming?
Of course we would have gone otherwise. I know it was only £140, but thts a lot to us being pensioners. Any way, booking .com advised us to email the owners, which i did but booking.com intersepted it. It must have got through, because i did recive an email back from him saying, there was not a lot he could do, as he didnt get paid from them until the day of arrival.
What a cheek from Booking .com, seems they have had the payment since December. I also went back on to the website to read the terms and condidionsbut it wouldnt let me on, tried many times.
The conformation number is, [protected], and the pin number is, 5637.

This company is a scam! I had a hotel reservation for 5 days and contacted them to have it rescheduled for different time because of the pandemic and the fact that flights and hotels are closed. They agreed to do that without any charge, but they lied, they reused my credit card illegally and charged me over and over for something I already paid, then somehow one of the nights got canceled and charged me cancellation feee.
They are terrible at dealing with customers and the company is run like scam hunt, their agents are clueless and they say whatever to get away from dealing with issues

I booked a holiday in february for the end of april. I booked the option of free cancellation and cancelled my booking on the 23/03/2020 over a month before the booking would have happened.

My confirmation number was 2404.569.738. To date I have not received my refund and booking.com does not seem interested in assisting with my refund. I have contacted numerous times via their email channel but the problem is still not resolved and any message I now send seems to just be avoided. I am requesting a full refund as if has been more than 5 weeks and still do not have m refund.

Regards deon

Booked a 4 star hotel which was pictured beautiful and was for July and listed as no cancellation. Did not say they would charge us quickly for this stay which was over $400 US Dollars. Before the virus customers starting writing how hotel should not even be a one star hotel and Bookings should not list it as a 4 star. worst and dirtiest hotel people had ever stayed in. Tried to have Bookings change this, told me to deal with hotel. That did not work. Then the virus came, and we cancelled our trip to England, well Bookings wanted noting to do with us, (never will use them again) and hotel said sorry. They came back and said would honor booking for a year. My husband cannot be around this virus due to health reasons, so no overseas for us as we are in our 70's.

You have no one on your side when dealing with Bookings.com and they mislead you as to rating on hotel. I will also publish something in Trip Advisor and Cruise Critic, as to warn other travelers, they are stuck. BEWARE

After reading the review from Booking.com for the Neptune Hollywood Beach Vacation resorts in January I booked a three day stay from Feb 17th to Feb 20th. Upon my arrival I was horrified at the absolute misrepresentation of the property which I paid in advance in full. To start the front desk was rude. I was given a code to enter my room. When I went to the room I noticed that the motel itself had peeling paint and was dirty and unkept. My room was horrible. The moment I opened the door I was hit with a smell that literally made me gag. The blinds were broken, the bathroom had no vanity and the towels smelled. The bed was lumpy. I immediately left the premises and told the front desk I was not staying. I attempted to contact Capital One MasterCard to dispute the charges. Booking.com remained firm that the charges were non-refundable and insisted I stayed at the horrible and unsafe property, which I did not and told the front desk that I was leaving. The gross misrepresentation of the property is unfair to customers. I have tried desperately through my Capital One MasterCard to get a refund with no luck. I have also tried several times to reach Booking.com with no return call or emails. I had to rebook a hotel upon my arrival to Hollywood, Florida as the Neptune Hollywood was unsafe, unclean and a terrible misrepresentation. I am requesting a refund of the $565.00 for the motel. I had to book another motel as the Hollywood Neptune was not fit to stay in. My email is [protected]@bendergrouppr.com and my phone is [protected] I tried to attach the copy of the receipt from the Shoreview hotel I needed to book which cost me over $600 which was a bargain compared to the $565 which I literally had to throw out the window as I could not stay at the Hollywood Neptune which again was Unsafe, smelled horrid, dirty, mildew with broken room parts. I was unable to upload that receipt of the Shoreview but I am happy to provide.