Booking.com
Reviews and Complaints

We ve booked in Italy in Amalfi a room in Amalfi Luxury House .the check in was between 14:00 and 18:00 which is unnaceptable.I didn t see the check in policy so the receptionist contact me telling me that she is gonna leave at 18:00 si I d better come in time because she won t wait for us.I told her the only flight i could find was at 16:30 so i won t be able to arrive until 18:00.i asked her if she could wait for us just little bit more and if neccesary i would pay for this.she said no and she suggested a taxi for 220 euro so we can get there in time and aftter she suggested to give the keys from the hotel to the taxi driver which was absolutely hilarious.Anyway, we called the manager and we asked him if we could check in thr next day and the receptionist texted me telling me that i should call next day a number.We stayed in Napoli for the night and the next day my reservation was already cancelled.I called the manager which told me that he will take my money which he blocked from my card and he doesn t care and he doesn t have time to speak with us.Great customer care.Very bad attitude, they are stealing and if this is the procedure that booking.com provides i would rather not book through it.i want my money back 317 euro.

Below all my complaint and they are not even responding. I sent emails to ceo and customer care but no answer since 9/28/17

TO THE CEO 11/17/17

I have no choice but to write directly to you. At least 50 emails backwards forward including at 10 I never received reply.

PLEASE REFUND my money of 144.73 DOLLARS because I never received confirmation on booking.
I gave up on sending emails to booking.com because they never answered to my 10 emails since October. It was not even rude or offensive. so I called booking.com And the person told me that I have to deal with the hotel that charged. Well booking.com never sent me the confirmation and Amel the very first person I talked to told me that because the email address was spelled wrong [protected]@cenala.com and not [protected]@cemala.com and it had BOUNCED back so that's why I NEVER RECEIVED IT.

I understand you are the largest online company and that you have to meet the profit but in my business as well if I make a mistake I will pay for my mistake.

Here are below all the evidence of emails. The emails went through as [protected]@cemala.com and [protected]@gmail.com. As a courtesy they could have called me which email they should send the email again if they saw it bounced back.

Also contacted the hotel today and the manager told me that they will not refund me the money because booking.com is the one responsible for a confirmation.

Also I have been booking on booking.com. I have a music academy and I have reservation for 9 rooms at Madison Hilton. You can see we r ongoing customers for years with your company not to mention that last year booking.com made 1600 dollars charge on Wyndham hotel accidentally advertising wrong deal and the hotel took my money out. It took me a whole week and lots of embarrassment from other company when my account empties out for the wrong reason from booking.com mistake. It ruined my xmas holiday as well because I didn't feel like going to that hotel again for your mistake!

So I think 145 dollars especially not my mistake please refund my money. I work hard for my money already spent at least 2-3 hrs on sending you repeated emails AND I DID NOT USE THE SERVICE NOT GET A CONFIRMATION OF ANY KIND SO PLEASE REFUND ASAP. CHRISTMAS IS CKMING AND I NEED MY MONEY.

Thank you for your attention in this matter
Best REGARDS
MAGDOLNA BEREZVAI and ANDONI ZORBAS
[protected]

Pls let me know where I can send you the proof of statement proof of phone calls ets

Hello Magdolna Berezvai,

We received your request to cancel reservation [protected] at Holiday Inn Hotel & Suites Santa Maria and contacted the property for you.

As soon as we receive their response we'll share it with you. You can always review the terms and conditions in your confirmation email or on our website.

There was indeed a tipo in the email address you provided [protected]@cemala.con. That is why you did not receive the confirmation email. We also sent you a confirmation via text message 27 Aug 2017.

If you need anything else, we're always here.

Best wishes,

--

I booked and apartment with booking.com, it was a new one with no reviews yet

when i arrived the owner told me that price was mistaken and i should pay 30% more

I didn't have a choice and think that I will tell booking they will refund

I discovered that appartment is smaller than what is mentioned in the offer

I sent a complaint to booking, in the same day

later the owner reported that I didn't show!

I sent them photos from the apartment itself and sent the receipt

the owner then changed his words and said i came late so he cancelled!

then he said he tried to call me and didn't reply his call

I gave them my phone call log which shows that I called him

after all of this, they replied that they can't help me asI arrived late! and this receipt is not under the name of the company

Can You imagine this, they allow new owners to scam people just to keep them on the website, although it is crystal clear that he is a thief

what drove me crazy not I payed almost double, but that they will leave the owner on the website to scam other people!

I have worked so hard and rob me of my money eg cant get my 487 Euros back
I have booked a room from 512018 to 1212018 when I booked it said I cant get my money back I took it for granted that the hotel would be clean have no cockroaches or rats or the building falling apart when I looked up trip adviser it had photos of all of the above the hotel in question is Hotel Pennsylvania 4017 Avenue Chelsea New York I really feel sick now how can they sell booking in this place
Booking.com were no use saying they were sorry joke.
Now I find out this week they are warning people to not use showers or brush teeth teeth fore fear of contacting Legionaires disease,

This complaint is addressed to the Booking customer service and guests' rights:
We booked 2 nights at the Hostel Lisbon Forever 14-16th November 2017, Lisbon, Portugal.

The hostel did not provide us with the basic conditions, as detailed below:

- No hot water during the two days of our stay
- Air conditioner / central heating did not work - cold rooms, passages, kitchen, bathrooms
- Air conditioner did work in our room, but it made a lot of noise, which inhibited sleeping. We had to switch it off in order to sleep in a cold room
- Room-repair work and painting in progress during our stay - workers in the hostel did not respect the silence hours - we could not sleep in the mornings
- Reception hours not respected

We complained to the reception on the 14th - they promised to repair hot water and, as compensation, offered us 25% of the total amount. However, they did not comply with the promised conditions - there was no hot water for the rest of our stay. We lost a lot of time waiting for the hot water to be repaired, which was not. One of the guests was sent to have a shower to another hostel, 16th morning.
We claim both moral and financial compensation for the failure to fulfil the basic conditions (hot water, warn room and silence).

Thank you.
ieva stoncikaite

On the 5 November I booked a family room for 1 night to stay at the colonial hotel in Blackpool England.
on arrival there were prostitches taking punters into rooms, if this wasn't bad enough, when we when up the stairs to our room there was a man off his face on drugs.
when we finally managed to get to our room the windows were filthy, the curtains were hanging off and the bedding looked like it had never been changed. We immediately went downstairs to reception and told the receptionist we wanted a refund, and he just laughed in our faces and told us we had no chance of getting a refund. This is absolutely disgusting we had to use our holiday spending money to stay in another hotel, which as you can see we booked again through booking.com. I always book through this site and have never had a problem or any issues but I want my money back from the colonial hotel!

On Oct.12th The Mile High Penthouse, 1499 Massachusetts Ave, NW, Washington DC 2005 was confirmed code:HMQ4JQRARS and receipt #[protected] to Ruth Baronda and 5 others for $2532.87 . My occupant registration form was completed and sent signed and forwarded to host, Brynn Rovito. All information concerning this home/apt as far as the rules and restrictions of no parties or events could be given there and at 10pm daily no loud noises of any kind were acceptable. Twenty -one emails of questions and answers had been exchanged with Brynn . One of the guest is a diabetic so my question to her could food, party trays, be delivered when I arrive at 4pm so I could eat and the others arriving could eat. No party or event was planned or going to happen. She emailed me that she didn't feel comfortable, and canceled the reservation with a full refund. I will never stay at airbnb booking. Brynn's assumption was wrong. I only ask her about food delivery. This location is misrepresented as your host, Brynn, refused to answer questions, but instead cancels reservations due to her comfort level. Either her host training needs upgradeing, or the lost of $2532.87 and my reviews to the Business Consumer Alliance does not affect future bookings.

Have used Booking.com for over 20 yrs. just booked a hotel in Salzburg as part of a trip through them for 16th October for one night only. As per usual, the policy was to pay at the hotel, which we did in cash & were given a receipt by the man on teception. Two days later, a similar amount was taken using our credit card. We tried to contact the hitel several times by phone & email to no avail. We then phoned booking.com & explained the situation. They told us to reply to an email they sent with all the relevant info & a photo of the receipt. We did all this & two days later reveived a confirmation email that they had accepted our submission & forwarded it to the hotel. We were told they give the hotel 5 days to refund the money & if they don't booking.com would refund us on the 6th day. Over two weeks later we have heard nothing & not received the double payment back. When I phoned again I was suddenly told that my receipt was not a receipt but "just for info" which is total rubbish. We have exactly the same type of receipts from other accommodation. When I questioned this, I was told by the customer service rep that I shouldn't have accepted the piece of paper. Obviously, i am really angry. I did not give the hotel my card details, bookinh.com did & appear to not want to take any responsibility for this fraud on our card. I can't believe that they would treat a customer who has used their service for such a long time, in such an appalling manner. Also, on googling the hotel, I found many reviews/complaints on various forums about this hotel behaving in a fraudulent manner & people having to fight to get their money repaid. All if them said they made their reservations through booking.com. If they know this hotel is so bad, why are they still in partnership with it?

On 10/20/17, I booked a room at Alonei Neve Zohar (Dead Sea) confirmation #[protected]. I spoke with David. He told me the total cost will be $297 for 3 days 10/22-25 and breakfast is an option for an additional fee.
Upon arrival, I found there was no place to buy food and no breakfast option.
The pictures show a public beach adjacent, but it was fenced off with bulldozers and no access to the water. Not only that, but when I got home, I found an additional charge of 181.76 IS - while the $297 was supposed to be "all included".

Good evening. I booked an executive double or twin room with a price of 74.52 euro few minutes ago. However, after I completed all my details and made the reservation, the price shown up was 98 euro. I think this is unreasonable for me to pay the full amount of the room.

Besides, I have a photo of the price as I want to ask my friend about the accommodation. Can you help me check if there have any problem about the room price. Hope to see your reply soon.

Thank you so much.

Regards
Ruey

I have done 5 bookings via booking.com and hope the price is competitive after the refund but customer service agent told me this refund only valid for 1 time use. I received all confirmation emails saying that I will receive the refund to my credit card after each stay. This is a marketing fraud, all public please beware. The price is lower if you try other hotel booking site. They are more expensive if they don't honour the 10% refund. They have refused to refund almost €200 for my case.

Dear Management

Being an avid traveller and an advocate for South African tourism and especially in countryside, I regret to have to write this letter. I have only now completed my travels, hence the delayed delivery of my feedback.

I had recently booked and paid for accommodation at the Rustenburg Safari Lodge Hotel and Convention Centre.

I booked the Executive Suite for the night of 13 October 2017 for R1719.20 through Bookings.com, rated a three-star establishment. Confirmation number [protected].

Unfortunately, even my adventurous spirit, no-fuss attitude and love for nature couldn't salvage this situation. It had been the most horrendous experience I have ever had with an establishment, not even considering the price and three-star rating.

The conditions were so unacceptable that I had to, at 8:30pm on Friday night, search frantically for other accommodation for our romantic breakaway. I had eventually found refuge at the Protea Hotel by Marriott, Rustenburg, at R1820.

Unfortunately, by that time, I couldn't get hold of the Protea Hotel in person to confirm the booking and had to pack up all the luggage and travel there to ensure we had a place to stay. I therefore was unable to check out of the Safari Lodge and lay a formal complaint, forcing me to return in the morning, and more importantly, wasting very valuable and limited time my partner and I had together.

I am gravely disappointed in the quality of the facilities and am astounded that the Orion group would allow such degradation and risk their reputation like this.

See below the list of unacceptable elements:
- I chose this establishment for its professed mountain views from the rooms and had happily paid the premium for the Executive Suite to get the view from a private balcony. I had called ahead twice and asked questions through the Booking.com app to ensure that the view was indeed as picturesque as claimed and that my booking was secured as I got conflicting emails. When I arrived at reception the staff member had no knowledge of this and said I am lucky they did not give my room away seeing as I hadn't paid a deposit - the very thing I called to ask whether they need a deposit or not.
- Then my key card didn't work and after several other attempts I eventually received the master key so I could enter my room. By this time an hour had passed.
- The lights were out in the passage leading to my door, and I slipped in the mud, luckily not sustaining an injury.
- Upon opening the curtains to reveal the balcony, I saw the curtains were tattered and torn.
- When I stepped onto the balcony by far the biggest disappointment was the scene in front of me: I was greeted by stretches of corrugated iron roof, a line of some trees after that and if you really squinted the mountain was partly visible in the distance through the trees. This was my reason for choosing this property over the others.
- Entering inside, I decided to give it another chance, take a shower, and perhaps if we close off the view it would still have a semblance of a romantic evening. The shower was partly clogged, the water rising up to cover my feet. The water only heated after 15 minutes of running. Not ideal for water preservation. The border of the towels had big writing in blue ink on it - a number of some sort, marking it. When I wanted to use the basin, I noticed the tip of the faucet was covered in toothpaste.
- Thinking maybe tea would improve the situation, I found a cockroach next to the cup.
- By this time it was too late to have dinner at the lodge as I had paid for.
- The absolute last straw that made me pack my bags was the relentless sound of a grinder at 8:30 at night, possibly from building as I discovered in the morning when I came back to return the master key.
- When I returned in the morning, in an effort to save money after my now almost R4000 in accommodation, and an additional dinner cost for two people, I wanted to at least eat the breakfast I had paid for at Safari Lodge. I took the path around the buildings, past the rubble, to the breakfast area. But when I approached the area, I was struck by the most pungent odour, smelling like cat feces. Nauseated I left the property.

I have to note that the two staff members who helped me find a key that worked for my door was truly friendly and helpful. And the scenery leading up to reception, and even the reception area, was beautiful. Unfortunately this is a misrepresentation of the rest of the facilities.

I insist the above be addressed to keep the Orion group's name from further degradation and to preserve the tourism of Rustenburg. Furthermore, as I did not make use of the facilities, a refund is in order.

Banking details:
A Botes
Standard bank
Acc [protected]
Cheque account
Branch 004805

Regretfully,
Anel

Anel Botes
[protected]

Before Check-in:

I was sent details. The online link to make deposit payment was not working. And after trying to call the number provided for about 4 hours I didn't receive a response despite leaving several voicemails.

Check-In:

I eventually got through after standing outside for 20mins in the cold. And the customer service terrible. The guy was rude on the phone. Mumbled rude comments under his breathe. Hung up after taking my £1000 deposit with NO further instructions - I had to them call back twice before he picked up and told me the code to get in. In total I was left outside for 1 hour on the street as even though I had already paid for the apartment I needed to send them ID - Which I then had to open my suitcase on the floor outside before they would give me the code.

This was ridiculous as the only reason they hadn't received this information was due to their system not working and nobody picking up the phone. In general conversation with them was in impolite manners.

On Arrival in Apartment:

The apartment was so dirty, the floor, walls, were ALL stained or scratched.
The room smelt, the toilet smelt and had skid marks in it, there was also a hole in the bathroom wall! Downstairs there were scuffs all down the walls, a handle was missing from the bedroom wardrobe. Dust all over the floor, especially in the toilet.

The quality of the place was horrible… and all of this after they demanded £1000 deposit! What a joke. As soon as I found out how horrible this place was, they did not answer the phone once I was in. The pictures posted on booking.com were far so different than in real. Awful conditions and the worse stay I have ever experienced.

I would not recommend it to anyone who would like to have a nice stay.

Overall Experience:

Getting the keys was a nightmare, nobody answered for 4 hours before we got there, we waited for an hour outside the property for them to sort out check-in which messed with our plans for the day! The property doesn't look like it did in the images - in fact the condition of the apartment is terrible and I shouldn't have even had to pay a deposit considering the condition of it! Rude customer service and to think that their website emphasises all of this is a complete lie.

I have seen other reviews saying the same thing… WHY IS THIS PLACE STILL AVAILABLE ON YOUR SITE?

My credit card was charged for a non show reservation at Booking which I never made. When Booking look at the my account they can not find any reservation made but my credit card was use for the reservation [protected] at The St. Regis Saadiyat Island Resort, Abu Dhabi. Booking is unable to provide an explanation and since the resort does not want to refund they don't offer any solution. I have been a booking customer for many years and am very disappointed by their customer service and the fact that they can not find any solution with the St Regis. I am also very disappointed with the ST Regis which does not offer any solution and only mention booking. This is absolutely not customer service.

I booked four nights at the Comfort Inn Fallsview at a rate of $64 per night. When I arrived there I was charged 64 for one night and $78 each for the other 3 nights. Why? At the same time the same room was going for $51 a night and the rate on booking.com has still been $64 a night. If I had booked directly with the hotel it was 51 or 64 a night. What about the lowest rate guarantee? I was overcharged and very dissatisfied with booking.com. The room goes for 51 to 64 a night and they charged me 78.

We can't believe what happend. We booked an apartment on booking.com in Valencia the company is called Calle San Vicente Martir 28, 46001 Valencia when we arrived we noticed the apartment was different they offered a beautiful photo with roof terrace but the apartment did not have a terace the lady for checking told us to pay much more as what we booked she told cleaning is extra but was not clear during our booking anyway was not the main problem we told you show some complete different. Final we told we like to contact booking.com she told leave the apartment we say can we please ask and check with booking.com she say you need leave I say but we are late and have no other place it was not her problem she called other told if we not leave they call the police i say please call because you cheat us. I refused final booking.com called us and confirmed the apartment must have a terrace they told we call back and fix it for you after hours no call back final two big guys arrived told us we need to leave hours later no call still from booking.com as we have no other option we left and tried to find a place we end up that we needed to book an accommodation twice as expensive and till now no call nothing. I am years a customer with what they call a genius customer with booking.com a Dutch company I feel shamed being a dutch but this is all accept genius service i will advice nobody to ever book with this company and/or booking.com because to images what we booked was fake really sad i like to cancel my account with booking.com but found information "you cannot cancel your account" sorry what an experience twice expensive we forced to find a place and no assistance at all for ys never ever again booking.com. In late evening we walk with our bags in the streets of Valencia thank you very much booking.com for your excellent bad service!

Hi I booked the burough market apartments in London from 1st dec to 3rd dec for a party of 6. Nowhere in the site was it mentioned we would have to travel in a taxi at the cost of £40 to get out keys. We had booked central as one of my friend is pregnant so we don't want to be traveling or spending that amount of money when we just want to get settled when we arrive. Also there is a £40 cleaning charge which was never mentioned, we would never have booked this appartment had we realised this. This is not a good impression of booking.com. There was also a large amount of money mentioned as a safeguard in case anything for broken, this will also have to come off my card before we even get there. We have been informed this is a no refund appartment so we can't win. I have already e mailed them and recieved no responce so have e mailed them again, we are 6 unhappy ladies who go on a xmas trip every year and booked with you last year but unless we get this resolved we will not book again in the future.

I have booked a hotel in Goa at "Calangute beach house", I have booked a single room for 5 adults noticing that there are providing futon beds, but upon calling the owner he was like we charge separate for beds I.E. Rs 300 per person per night. If this is the case why don't they site update it during final bill? this is not good for the company I need an explanation as soon as possible.

I made a reservation from Oct 25 to Oct 28 at Huge One Bedroom in Brookline, MA and received a booking confirmation.
Today, when I arrived in Boston I called the host to ask for directions (the street number was missing on the website) and I have been told the apartment was no longer available. They said they had informed booking.com and asked them to prevent me, but I have never received such an e-mail.
Anyway, since I insisted the lady told me she could gave us a room just for the first night. I asked for directions but she didn't answer and said she would have sent a taxi to pick us up. We waited for the taxi for half an hour before deciding to move away (it was getting dark and it was raining as well).
It took us more than 2 hours to find another place to stay in Brookline and, of course, the only room we could find was very expensive.
I have been using booking.com for years and in many different countries and this is the first time I face such an unpleasant situation.
I would ask you to verify the reliability of this company and, in case they charge me anything, a complete refund.

The following is the content of a letter sent to booking.com at their legal address in the Netherlands on 23.09.2017 and it is self explanatory. To date, I received no answer to this letter in any form. In the interest of sparing others such an issue I am making the facts of our experience public.

Dear Sirs,
On a recent trip to France we were confronted at the hotel with the fact that they had a second booking for us. We were forced to pay an additional €140 for this second booking. This second booking does not appear in your system. (See attached screen shot.)
On September 17 (14:59 - 22 min.) we called your customer service and reported this problem. Initially, your agent agreed to send us a link where we could submit our documents for action. She never sent this link, but called us back several minutes later with the information that she had talked with your technical department. (Call 15:37 - 9 min.)
According to your technician this is a common known issue caused either by incorrect user input or a system error, especially when the email address contains valid, but non-standard characters. Since we have had the same email address for over 25 years, it is very unlikely that we incorrectly input our email address. (It is also our booking.com sign-in email address.)
A promised follow-up from booking.com never happened. Our subsequent "email" to booking.com was also not answered.
On September 21 (19:37 - 28 min.) we again called your customer service and were again told that these system errors (or input errors) sometimes happen, but that booking.com takes no responsibility.
My subsequent Internet research indicates that what happened to us, is a known common issue, but that booking.com does not accept responsibility, although technically it would not be difficult to handle the rejection of invalid email addresses.
One can only wonder why booking.com does not fix this problem in the interest of their customers and partners. Surely, duplicate bookings and "no-shows" at hotels is not desirable. Customer complaints are surely also not desirable. Cui bono?
We request you to investigate our second booking and refund the €140 to us. (Needed documentation is attached.)
We set a month from this letter as a reasonable time for your positive response. If there is no satisfactory resolution to this issue by October 23rd, 2017 we will turn this issue over to our lawyer for his action. (We have world-wide legal process insurance.)
Please respond in written form, because we reserve the right to factually document and publish our issue on appropriate social media.