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4.2 8196 Reviews

Booking.com Complaints Summary

124 Resolved
1532 Unresolved
Our verdict: If considering services from Booking.com with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Booking.com reviews & complaints 1689

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J
1:18 am EST

Booking.com incorrect advertisement for hotel

Recently went on a vacation, booked the room through Booking.com, and when we got there we actually had a different room than we thought due to their translation error (from Italian). What should have taken 5 minutes, turned into an hour. Room we actually had was missing key amenities. It was a nightmare.

E-mailed the site to let them know about it, and first person from customer service, Eitan Kirstein, gave a response that showed my e-mail explaining what happened wasn't even read.

Responded to first e-mail, got a response from a different person, Chiara Brianese, with multiple lies, and deflection of the error to the hotel, who was clearly not at fault. To top it off, one of the lies was roughly, 'we can provide you a 50 EU voucher for your inconvenience', which after 2 e-mails, I have yet to hear back on.

All in all, we were lucky we had a room at all considering the entire area was sold out for the weekend. This company is an absolutely pathetic when it comes to customer service, and takes no responsibility for their screw-ups . If you don't want to deal with issues and would like your reservation to be correct, do not use these clowns.

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10:12 am EST

Booking.com being charged twice

I stayed at the Costa Centrale between & 7th and 12th January 2015. I booked with Booking.com. When I arrived at the accomodation I was informed that my credit card details were only used for a reservation and I was to pay on checking out. On the 12th I went to pay and was told that the card machine was broke so I went to an ATM and drew out the cash required and paid with no receipt . I got home to find my credit card bill with the payment for hotel. I informed Booking.com and despite numerous emails and them telling me that the hotel had admitted it and told me eventually would be refunded on 27th January . They have since asked for my bank details that was 5 days ago and now they are not responding to my emails . I am appalled at the unprofessional manner that its being handled or more not being handled

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8:17 am EST

Booking.com be aware of booking.com - charged from credit card continuously

It was a big mistake to make reservation through booking.com, i was in a hurry and did a reservation through booking.com from my mobile. I hadnt expected that it would be such a trouble.

Also hotel was not like in photos as well - but i really dont care how spam hotel is. I paid as cash in hotel and did my stay for 3 nights. Anyway, after a few days my bank officer called me due to continuos charges from my credit card. I had used that credit card only at booking.com. I firstly called hotel and asked it to hotel manager - they refused about charges and they confirmed that i paid as cash and no problem at all in the hotel. Then i called booking.com several times but it was annoying, all the time different person and silly responses. I was charged 1250 €, 2640 € and 3400 € charges from my credit card conitiniously in same day.

It was a nightmare for me. My bank officer applied for chargeback, i hope i ll get back the money soon. But, surely it was my last reservation at booking.com . I will not use their service and i ll tell everybody that i know who spam they are doing.

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10:06 am EST
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Booking.com unfairly charged for cancellation made 2 months before check-in date.

I've contacted Booking.com at [protected] between 17:16-18:00 hours on January 13, 2015 after I found out from the bank that I've been charged (which I was not really aware until 16:53 hours on January 13, 2015).

After I've explained what happened to the staff on duty, she said she will try to contact the hotel immediately and as expected she told me the hotel refused to refund the cancellation fee. She passed me to one of the supervisor on duty, this supervisor said to me "everyone interprets the cancellation policy differently". I may not be a Harvard graduate or CEO but I cannot agree with her comment. From my professional experience as a web content administrator for one of the largest tour operators in Malaysia, I explained to her the current cancellation policy is misleading and confusing. I will never book a room with Booking.com if I know I will be penalized if I cancel the booking more than two months (exactly 79 days) before check-in date.

Both the staff and supervisor agreed with me.

Then, the supervisor said maybe the staffs at the hotel could have went home by that time and she promised she will contact the hotel again the next day and will update me on the progress. I've been waiting until now and it's almost midnight but I've yet to hear from Booking.com, totally no reply to the email that I've sent to them on January 13, 2015.

I've been a loyal customer of Booking.com since 2010 / 2011, Booking.com has been my favorite travel partner, recommended Booking.com to everyone that I know, even told a friend that I wish to work with Booking.com, and I've a trip on January 23, 2015 (booked rooms with Booking.com).. now I just feel extremely disappointed.

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3:35 pm EST
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Booking.com best price guarantee is a scam...!

Booking.com are refusing to honour their Best Price Guarantee (despite me finding an IDENTICAL quote £200 cheaper with Expedia) because they say their Terms and Conditions do not accept my claim.

I have asked them to clarify the specific 'term or condition' they are referring to, but they will not. I have read their Terms and Conditions document and my claim matches the criteria perfectly. In-fact, when I phoned their customer service advisor, she agreed over the phone that both quotes were identical. So how can they get away with denying my claim?!

Be warned...Best Price Guarantee is a gimic...

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Kainer
, US
Feb 21, 2017 8:04 am EST

Booking.com "Best Price Guarantee" is a fraud! The company should be charged with consumer fraud. It does not honour its guarantee and, moreover, when you try to follow the customer care/service prompts through its website, it does everything possible to deter, thwart, prevent you from submitting a claim for a guarantee. I would strongly recommend against ever booking anything through Booking.com.

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Rick Lamberson
Beaverton, US
Jun 17, 2015 10:00 pm EDT
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My friend found the exact same room, on the same day, minutes away, and at the same hotel chain for $200 cheaper! Best Price guarantee was refused. Excuse was that it was not the same hotel. What the heck? Both are Holiday Inn Express & Suites. Literally 5 minutes away from each other. My real issue with Booking.com, aside from the Best Price Baloney, is that the other Holiday Inn Express was not even listed as available. I'm stuck and my friend is being charitable after I made us a costly mistake.

Live and Learn. Do not use Booking.com

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J
7:05 pm EST

Booking.com Overcharged/no price guarantee

Booked two nights at booking.com for a cabin at June Lake, CA. We decided to stay a third night so we went to the office to inquire. Found out the room goes for $195 per night. Booking.com charged $225 for the room. I believed in the price guarantee so I didn't bother to search for a lower price online. Turns out, the website for the hotel clearly states the room I rented goes for $195 a had I rented the cabin from their website. I would have saved myself $30 per night. I am glad I only got scammed for $60. I got the third night for $195. Looks like booking.com pays the owner of the hotel $195 and then pockets the extra $30 dollars they up charged.. So sad to see this company is still in business. We all need to tell our friends and family they are deceptive and misleading. Now I fear I might have been charged twice due to reading other complaints. Now I have to waste time monitoring my credit card for this. Stay clear from booking.com. Learn from our mistakes. I feel like such a fool.

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2:36 pm EST
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Booking.com putting their button our tripadvisor page without telling us.

We signed up with booking.com to help get additional business, thinking I'll
get on their site for those people that use booking.com and it will add to the organic traffic, tripadvisor, etc. what happened was they put their booking button plus Priceline on our Tripadvisor direct connect page, essentially stealing bookings that would have come directly to website. The only way to get the buttons off is to cancel the relationship with booking .com. I'm sure the agreement allows them to do this but I still feel it is a sneaky way of getting commissions they don't realy earn.
Needless to say we are canceling our association with booking.com.
Additionally I am going quit booking with booking.com on my personal trips. Right now I have 13 nights of rooms booked in Spain for a Feb. trip that I will cancel and either book directly with the hotel or change hotels.

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7:10 am EST
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Booking.com my booking @ makkah grand coral hotal

I had made a booking in the month of august 2014 @ hotel makkah grand coral saudi arabia through booking.com for 2 x two bedroom apartments. . The booking was confirmed by booking.com
Recently i have received a mail saying that the hotel has overbooked their accommodation for the dates of my stay.
This is not acceptable at all and therefore i have decided to take legal action against the company booking.com in the indian courts.

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4:54 am EST
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Booking.com charged twice for hotel booking

I was charged twice for a booking .The owner was unconcerned and refused to refund despite providing my bank statement details clearly stating his mistake. I rang booking.com as the booking was made via their website They continue to advertise his hotel on their website and said I have to wait 7 days for any refund to be processed on their part if he still refuses to acknowledge his error. I have bank charges due to this and am really amazed by both parties reluctance to apologize or protect other customers from this poor customer service and theft

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nty0895rv86drbyghuj
, GB
Sep 29, 2015 5:59 am EDT

I'm also waiting for a refund after having the same problem booking a hotel via booking.com.

I actually contacted booking.com directly as the booking agent to ask them for support. I've provided my bank statement which clearly shows I was definitely charged twice for the hotel. All I've received from booking.com are a few emails telling me they are still working with the hotel to resolve this for me. For 2 weeks?!

Please don't assume it's safe and hassle free to book with booking.com. I'll keep the forum updated in case they miraculously decide they do want to do something about the double charge, but in the mean time I'm seeking advice from the bank and citizens advice. I'm also non the wiser as to whether the payment was taken fraudulently by the hotel as booking.com have ignored two separate queries from me regarding whether they provided the second payment or not.

Very unscrupulous and disappointing behaviour from a large company.

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10:27 am EST
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Booking.com overcharged

I placed a booking for a 4 night stay at Grafton Beach resort in Tobago with Booking.com. I choose the option to pay at the Hotel. I was sent a confirmation by booking.com for a total charge of $420 US including taxes and services charges. When arrived at the Hotel I was told that they had to charge in local funds which I agreed to and expected a slight difference. The total that was given to me for the charges seemed a bit higher but I had to pay it as I was already there at the hotel and was meeting another couple who I had made a booking for 1 night via expedia. They paid for the 1 night in local funds and I paid for the 4 nights with credit card.

When I got back from vacation and later received my credit card statements it showed that I was charged for 50% ($210 US) of the booking when I made it originally plus I was again charged at the hotel the sum of $510 US for the 4 night stay. In total I was overcharged $300 US. I have since contacted expedia to confirm I was not charged for the 1 night stay. I have been going back and forth with booking.com now for about a month and they have not been able to resolve. At first they tried to say it was the Expedia booking that I was charged for which has been disproved. Then they said it was the service fees and taxes charged by the hotel.

When I sent them their confirmation showing that this was included, they changed the story to say I must have extended the 1 night stay from expedia. I told them that this was not the case and I could get the other couple's airline tickets to show that they only stayed 1 night in the country. They then told me that my credit card statements and receipts are not clear and that I may have doctored the statements. Both Grafton resort and booking.com is involved in this overcharge and none wants to come clean and refund me. I have since requested a detailed statement of all charges but they have not been able to provide.

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7:22 am EDT
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Booking.com - wrong confirmation date on booking

Today I made a booking through bookings.com for 29 Nov 2014 for The Cabanas Resort at Sun City as we are going to watch a show at the Super Bowel on this date. After doing an availability search on the date that i wanted I selected the book this room button & went through the payment process. Once the payment verification was done I received a confirmation...

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9:56 am EDT
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Booking.com website/incorrect advertisements

Made the mistake of using the Booking.com website in September 2014 to book a hotel in Wells, U.K, for a family wedding. A few hotels came up in the search and all were more or less the same price (expensive !). I chose our hotel as the website had nice pictures and good advertisements/reviews and for the money I paid I believed the hotel would live up to it's prices charged. I arrived at the hotel had a dreadful experience, mould, bad smells, horrible interior, small room, carpet in an old outdated bathroom and last but not least a matchstick in my breakfast !

When I returned I sent Booking.com an email advising of our experience and what was advertised through their website, they replied stating the hotel had offered us 1 free night, off season, to which I replied; I would not be returning there anytime as the hotel is badly in need of renovation, flights would needed to be booked and money would need to be changed from euro to sterling.

I added I was somewhat confused with the reply from customer service at Booking.com as my query was with the website. The main reason I booked through the Booking.com website was, I believed I would get value for money, large choice of hotels and a honest, separate opinion indifferent to any official hotel website; as it a known fact any official hotel websites will always add photo's and description's that will show them in most faltering light.

There reply was the hotel was solely responsible and thanks for the feedback !

I will not however be using the services of Booking.com again due to inaccurate information shown on the website and the misleading and false advertisement when describing what Booking.com offers and advise others to do the same.

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11:08 pm EDT
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Booking.com reservation was not sent to hotel

I booked a room through booking.com. It seemed legit. I even received an email confirmation of my reservation. I showed up at the hotel and they did not have a reservation for me. After telling the front desk where I booked my room, I told them booking.com and they informed me that they have problems with this website and even requested they remove their hotel from their site. Luckily I was able to find another room at a nearby hotel as the hotel I THOUGHT I had a reservation at had no vacancies! I will never use this site again!

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12:18 am EDT
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Booking.com reservation cancelled # [protected]

Dear Booking.com,

A couple of months ago I have submitted a complaint after I and my kid were rejected (due to no rooms available) by our pre-booked hotel in Beijing and we were left without accommodation at 3 am. Your customer service swore there was nothing wrong with my booking, that it reached the hotel thus it was likely someone in the hotel who mishandled my reservation. You offered to cover the extra expenses that resulted from this situation that I greatly appreciated, although I didn't have any receipts to present and frankly I rather suffered from moral damage than from financial losses.
Ok.
Recently I decided to give it a try and book another hotel through Booking.com, this time 1 night in El Paso on October the 6th, the booking # [protected].

We intended to check-in in the afternoon, however our plane from Orlando was stuck in Houston airport due to the hurricane. I called El Paso Inn several times during that day to inform that we were late, and with my last call I confirmed that we would arrive/ check in at 10-11pm, as our flight departure time was finally confirmed.

After we arrived to El Paso Inn the owner of the hotel informed me that my reservation was cancelled by Booking.com. I also found an e-mail from Booking.com informing me about cancellation. It said that the hotel tried to charge my card and the transaction was rejected.

As before in Beijing, it was only me and my 4 years old kid, and we arrived late to the city we have never been to before, relying on the hotel reservation we had made before our trip. If the reservation is not prepaid and the Booking.com offered it to be paid directly at the hotel then why my card was charged before the end of the day? Why don't you advise your customers that the hotel can charge their cards before they even have a chance to show-up to the hotels and pay for the room by themselves?
Why don't you advise your customers that there is a risk of cancellation from your side for such and such reasons?

Luckily that night I didn't have to wander around a dark city with my son looking for a room since El Paso Inn had one available for us.

I travel a lot, never had a no-show in any hotels I booked and never had such an unpleasant experience like I did with Booking.com, you have a lot of things you need to work on as so far you're way too unreliable!

Thank you

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5:23 am EDT
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Booking.com cancelled - still charged for no show

After booking through Booking.com a hotel in Paris, Hotel du Brabant I cancelled by emailing this company and also I thought to make sure, the hotel itself; the staff member who spoke poor English, assured me that it was cancelled. I have just received my credit card bill and have been charged £ 95.65 for no show, after several days waiting for booking.com to get back to me " to email the hotel" I am still waiting. Does anybody know if its possible to go through the Small Claims court to recover this money?

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Update by goodraw
Sep 29, 2014 5:11 am EDT

After booking a hotel in Paris, Hotel du Brabant through booking.com, I emailed to cancel and also phoned the hotel itself; the staff member who spoke little Engish, assured me that my booking had been cancelled; however, I have just received my credit card bill and it shows a charge of £95.65, apparently for no show. As I cancelled both with this company AND the hotel how can they still charge me this? Does anyone know if you can take action through the Small Claims Court over this ?

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mchell
York, GB
Apr 23, 2015 9:06 am EDT

This has happened to my friend. id you ever get anywhere with getting a refund?

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12:35 pm EDT
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Booking.com cancellation not cancelled

I booked a hotel through booking.com which I had gone on line. I made a reservation at another hotel for the same date and went on the day before to print the confirmation. At no time did I see that I had two registrations pending. Seems as though the first hotel I booked was never cancelled and never showed up on my booking.com account when I printed confirmation. Needless to dsay they day after my reservation date I was sent a no show email from the reservation I cancelled. I will never use this site again and will go with the more mainstream sites. There web design in no way alerted me to the fact I had two reservations pending when I went to print my confirmation for the hotel I intended to stay at. What a scam

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5:11 am EDT
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Booking.com charge my credit card without staying in the hotel

I have used booking.com many times for my trips despite the reviews they have, I have mad booking to Radius International Hotel Kuala Lumpur through Booking.com and I went on the same day of My Check-In and the hotel were not able to find me a room as they informed Booking.com that he credit card used at the time of booking was invalid, i was not informed by any one, and i have to find a hotel on late night to accommodate my wife & I and hardly find it .
The Big Comedy after the hotel confirm the credit card is invalid and despite I was in hotel in my date of the Check-in, the hotel has charged back my credit card with the full stay, i have been in comminucation with the hotel and booking.com over than 45 Days till now they were not able to refund the amount,
DON'T USE THIS SITE THEY WILL DO ANYTHING TO TAKE YOUR MONEY. I will never use booking.com again. . The customer service is rude and not helpful at all. Simply they not care about you !

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Update by MarkDamin
Sep 13, 2014 4:21 am EDT

My Booking No [protected]
However I went to the hotel in the check-in date but hotel informed me that your booking has been cancel due to invalid credit card and they are overbooking and no available rooms, moreover I have to find another hotel to stay as I traveled from UAE to spend my holiday in Malaysia, and it was very difficult for me to find another hotel to stay
The questions here is why do you allow the hotel charge my card and how they can use an invalid card as per their quote !
I have in contact with the booking.com Customer service team by email more than 45 days and now they totally ignoring my email and not reply it ?!

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6:03 am EDT
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Booking.com awful customer service & inaccurate website

I am absolutely disgusted with Booking.com. We recently booked an apartment in Peniscola, Spain through them. We have 2 young children so not wanting to take any chances booked through them thinking they were a reputable company. The apartment we decided on was chosen solely due to the photos - a pretty white walled two story high building in a line of terraced apartments and several photos of an outstanding pool with waterslides. About 1 month before going we asked my father who lives in Spain to just pop along and check it out. He visited the agent, Apartmentos 3000, and they gave him an address. He tried to locate it but it didnt exist. He went back in the next week and the lady was very obtuse, gave him some wishy washy directions and sent him off again. Still no luck, he even asked a local policeman who hadnt heard of the address. He went in a final time which was one week before we were due to fly and was then told by the same last that actually it was allocation on arrival and that therefore she could not give him an address. She said that we would have known this at time of booking - there was absolutely nothing on the Booking.com website to indicate this. He asked at this point about the pool. She said that none of the apartments had a pool but that we would have access to a nearby water park. He asked her to confirm that it was free and she said yes. I called Booking.com at this point and they tried to tell me that it was obvious there would be several apartments as we were booking through an agent. I tried to argue this point as even google maps gave an exact point of the supposed apartment. They also said re the misleading photos that it was similar to a Hotel not being able to give you a photo of the exact room you would be staying in! They werent really much help at all. I noticed the next day that additional photos not previously on the website had miraculously appeared which showed other apartment blocks. I have fed this back to Booking.com but they just said the agent is responsible for uploading their own photos and again nothing was done. My father picked up the keys on our day of arrival as we were flying in after office hours. When we arrived at the apartment we found no bed linen and therefore all had to sleep the first night on beds that were very dirty and unhygenic looking. The apartment was surprise surprise one of the ones which had appeared as a new photo. It was tired and tatty which was what we had expected based on the recent events. The next day I went to the office to complain, the same lady who my father had dealt with on all occasions wasnt really that concerned with my problems. Further more when I asked about the pool she told me it wasnt free, we had to pay 5euros per person per day - this is the same rate that applies to anyone that goes there. When I told her it was included in our deal she produced some free passes which turned out to be expired when we tried to use them. We tried not to let it ruin our holiday but it did. The only thing that I saw as positive was the thought that when we got home we would be able to get Booking.com to do some thing about it. I wrote a complaint letter similar to this detailed everything. I included several photos, including one of the expired passes plus a screen shot of the website before the additional photos of the other apartments were added. I was confident a large reputable company such as Booking.com would be shocked and disgusted by what had happened. Not so. They sent me a generic email apologising for the problems, saying they would work with the company to get the website correct and that they hoped I would use Booking.com again! They were very quick to point out that they are only the intermediaries. I understand this but surely they have a duty of care not to put their customers in the care of complete cowboys? Over one week on, the website for these apartments is exactly the same so other people are booking a holiday from hell. My damning review has also not been posted. This explains why the average score for these apartments is so high, they cherry pick only the good reviews! I have contacted Booking.com to ask them to confirm when my review will be published and they have simply ignored me. I has since googled other complaints and negative reviews and ignoring your emails seems to be a regular occurance...

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katiemacg
, FR
Oct 16, 2014 1:56 pm EDT

Could not agree more. We had a similar complaint about accommodation in Rome which was advertised under the self-catering section but did not have the kitchenette as promised. Cost us a fortune to eat out but both booking.com and the studio owners just dismissed our complaint. It was a special treat booked in secret by my husband for my 65th birthday and it ruined the lovely surprise. I own a restaurant and if I advertised a five course dinner for 50euro and then just served two I would be lynched. How come the owners and booking.com can get away with it?

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Booking.com dissatisfaction

Booked a hotel through Booking.com and used the 'free cancellation' option. Received a confirmation email stating that in the event of a 'no-show' or 'cancellation' I would be liable for the entire booking fee. Booking.com talked in circles and virtually insisted that I 'chose' the 'non-refundable' option - but with no proof whatsoever. They could not, or would not produce the original booking. Only the confirmation email which they generated. Have used them as booking agents in the past but very disappointed in their attitude. I now have to question their business ethics and would never use them again.

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10:19 pm EDT
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Booking.com overcharged, no refund, no responsibility on card details

After weeks of restless emailing and talking to customer service staff to get back the amount that the Bayshore Inn Ventura hotel overcharged, I received the following email:

Reservation [protected] at Bayshore Inn Ventura, check-in date 2014-08-21, and check-out date 2014-08-23. The hotel has informed us the transaction number given could not be used. They will need to have the credit card number to process the refund and this can be given to the hotel directly.

My bank warned me that giving out the credit card number by phone or fax is insecure. Also note that I lost trust in this hotel staff. We all know that the credit card details can be traced back by the terminal at the hotel. I don`t see any reason for doing it that way. I had been twice refunded in the last 2 weeks by hotels. Actually those hotels have done it automatically when they realized that they debited the wrong amount.
Therefore I will instruct the bank to intercede regarding to this refund, and also contemplating to make report for the Ventura Police.
I had used booking.com for hundreds of bookings. Believe me this is the first time I come across such a nonsense.
I communicated my concern for numerous booking.com staff in the last 2 weeks. But it seems booking.com doesn`t really care about its partner`s ethics by excepting this shady attempts from the Bayshore Inn Ventura hotel.
I trusted and gave out my card details to booking.com, which has been forwarded the hotel. Right now booking.com takes no further responsibility on arranging the refund.
Every second day I make a new booking thru their server, which stores my credit card number etc. why don`t they just use the data from your database, and handle this issue?
Should it be the first warning to start using a new agent?

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igor prosin
Fremantle, AU
Sep 07, 2014 11:49 pm EDT

FRAUD and DECEPTION with BOOKING.COM
Booked 4 months and giving my Credit card details to Booking.com. Asked me to pay up front which i did. When arrived to ZAGREB the apartment did not exist since months and had to take in in a hotell. When contacted Booking.com they said i would get my money back and refund my outlays. It has passed 3 weeks they just ignored. It is FRAUD and I would warnh everybody not to book with Booking.com there are other companies who are honest. I now have to take legal action against them and have reported booking.com for FRAUD.
The Company is a Dutch company bought by an American company and are misleading people buy saying they have businesses in all countries BUT thery have only a phone number which is redirected to US calling centr and if you contact then they just hung up if you are complaining. You should not trust them and they are allways saying we appologise and are sorry !.
DON'T DO BUSSINESS WITH BOOKING.COM you will be DEFRAUDED BY them and NEVER see your money again.

Booking.com Customer Reviews Overview

Booking.com is a popular online travel agency that offers a wide range of accommodation options to travelers across the globe. With over 28 million listings, the platform is a one-stop-shop for all your travel needs. Here are some of the positive points that make Booking.com a preferred choice for travelers:

1. User-friendly interface: Booking.com has a simple and intuitive interface that makes it easy for users to search and book their preferred accommodation. The website is well-organized, and users can filter their search results based on their preferences.

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3. Competitive pricing: Booking.com offers competitive pricing, and users can often find great deals and discounts on their bookings. The platform also offers a price match guarantee, ensuring that users get the best possible price.

4. Reliable customer service: Booking.com has a dedicated customer service team that is available 24/7 to assist users with their queries and concerns. The platform also has a user-friendly cancellation policy, which makes it easy for users to modify or cancel their bookings.

5. Trustworthy reviews: Booking.com has a robust review system that allows users to read and write reviews about their experiences with different properties. The platform verifies the authenticity of reviews, ensuring that users can trust the feedback they read.

Overall, Booking.com is a reliable and user-friendly platform that offers a wide range of accommodation options at competitive prices. With its trustworthy reviews and reliable customer service, it is a preferred choice for travelers across the globe.

Booking.com In-depth Review

User Interface and Navigation:

Website Design and Layout: Booking.com has a clean and modern website design with a user-friendly layout. The interface is visually appealing and easy to navigate.

Ease of Navigation: The website's navigation is intuitive, making it simple for users to find what they are looking for. The menu and search bar are prominently displayed, allowing for quick access to different sections of the site.

Search Functionality: The search function on Booking.com is highly efficient and effective. Users can easily filter their search results based on various criteria such as location, price range, and amenities.

Booking Process:

Availability of Accommodation Options: Booking.com offers a wide range of accommodation options, including hotels, apartments, and vacation rentals. Users can easily find available options in their desired location.

Booking Options and Flexibility: The platform provides users with flexible booking options, allowing them to choose their check-in and check-out dates, as well as modify or cancel their reservations if needed.

Payment Methods and Security: Booking.com offers secure payment processing, ensuring that users' personal and financial information is protected. Various payment methods are accepted, including credit cards and PayPal.

Customer Service:

Responsiveness and Communication: Booking.com's customer service is highly responsive and provides timely communication. Users can expect quick and helpful responses to their inquiries and concerns.

Support Channels: The platform offers multiple support channels, including phone, email, and live chat. This allows users to choose the most convenient method of communication.

Problem Resolution and Refunds: Booking.com is known for its efficient problem resolution and refund process. In case of any issues with bookings, the customer service team works diligently to find a satisfactory solution for users.

Accommodation Options:

Variety and Range of Accommodation Types: Booking.com offers a wide variety of accommodation types to suit different preferences and budgets. Users can find everything from luxury hotels to budget-friendly hostels.

Quality and Cleanliness of Accommodations: The platform ensures that the accommodations listed meet certain quality standards. Users can expect clean and well-maintained properties based on the provided descriptions and photos.

Accuracy of Descriptions and Photos: Booking.com strives to provide accurate descriptions and photos of the accommodations. Users can rely on the information provided to make informed decisions about their bookings.

Pricing and Deals:

Competitiveness of Prices: Booking.com offers competitive prices for accommodations. Users can often find great deals and discounts, especially during off-peak seasons.

Transparency of Pricing: The platform ensures transparency in pricing, displaying all applicable fees and taxes upfront. Users can easily see the total cost of their bookings before making a reservation.

Availability of Discounts and Special Offers: Booking.com regularly offers discounts and special offers on accommodations. Users can take advantage of these deals to save money on their bookings.

User Reviews and Ratings:

Reliability and Authenticity of Reviews: Booking.com maintains a reliable and authentic review system. Users can trust the reviews and ratings provided by other guests who have stayed at the accommodations.

Overall Rating and Average Scores: Each accommodation listing on Booking.com is accompanied by an overall rating and average scores for different aspects such as cleanliness, comfort, and location. This helps users gauge the quality of the accommodations.

Filtering and Sorting Options for Reviews: The platform offers filtering and sorting options for reviews, allowing users to easily find the most relevant and helpful feedback from other guests.

Mobile Experience:

Mobile App Availability and Functionality: Booking.com has a mobile app available for both iOS and Android devices. The app offers the same functionality as the website, allowing users to search and book accommodations on the go.

Responsiveness and User-Friendliness on Mobile Devices: The mobile app and mobile website are highly responsive and user-friendly. Users can easily navigate and make bookings using their mobile devices.

Features and Benefits of the Mobile App: The mobile app provides additional features such as push notifications for booking updates, exclusive mobile-only deals, and the ability to save and manage bookings offline.

Loyalty Program:

Benefits and Rewards for Frequent Users: Booking.com offers benefits and rewards for frequent users through its Genius loyalty program. Members can enjoy perks such as free room upgrades, late check-outs, and exclusive discounts.

Membership Tiers and Perks: The Genius loyalty program has different membership tiers based on the number of bookings made. As users move up the tiers, they unlock additional perks and benefits.

Ease of Earning and Redeeming Points: Earning and redeeming points in the Genius loyalty program is straightforward. Users earn points for each completed stay, and these points can be used to unlock discounts on future bookings.

Additional Services:

Car Rental and Airport Transfers: Booking.com offers car rental and airport transfer services, making it convenient for users to arrange transportation during their trips.

Activities and Tours Booking: Users can also book activities and tours through Booking.com, allowing them to plan their entire trip in one place.

Travel Insurance Options: While not directly provided by Booking.com, the platform partners with insurance providers to offer travel insurance options to users. This provides an added layer of protection for travelers.

Privacy and Security:

Data Protection Measures: Booking.com takes data protection seriously and implements measures to safeguard users' personal information. The platform complies with relevant privacy regulations.

Secure Payment Processing: The payment processing on Booking.com is secure, ensuring that users' financial information is protected during transactions.

Privacy Policy and Terms of Use: The platform has a comprehensive privacy policy and terms of use that outline how users' data is collected, stored, and used. Users can review these policies for transparency.

Overall User Experience:

Overall Satisfaction and Recommendation: Users generally have a positive experience with Booking.com and are likely to recommend it to others. The platform consistently delivers on its promises and provides a reliable booking service.

Strengths and Weaknesses of the Platform: Booking.com's strengths lie in its extensive accommodation options, competitive pricing, and reliable customer service. However, some users may find the search results overwhelming due to the sheer number of options available.

Comparison with Competitors: Booking.com stands out among its competitors due to its wide range of accommodation options, competitive pricing, and user-friendly interface. It is often considered one of the top choices for booking accommodations.

Pros and Cons:

Key Advantages of Using Booking.com: Booking.com offers a user-friendly interface, a wide range of accommodation options, competitive pricing, and reliable customer service. The platform also provides a loyalty program for frequent users.

Potential Drawbacks or Limitations: Some users may find the overwhelming number of accommodation options on Booking.com to be a drawback. Additionally, the platform's cancellation policies may vary depending on the property, which can be a limitation for some users.

Summary and Conclusion:

Final Thoughts and Overall Assessment: Booking.com is a highly recommended platform for booking accommodations. It offers a user-friendly interface, a wide range of options, competitive pricing, and reliable customer service.

Who Would Benefit Most from Using Booking.com: Booking.com is suitable for all types of travelers, from budget-conscious individuals to luxury seekers. The platform caters to a wide range of preferences and budgets.

Recommendations for Improvement: One area for improvement could be providing more detailed information about cancellation policies upfront to avoid any confusion for users. Additionally, enhancing the search filtering options could help users narrow down their choices more efficiently.

How to file a complaint about Booking.com?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account to proceed. If you do not have an account, please register by providing the required information and verifying your email address.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Booking.com. Make it specific and clear, such as "Overcharged for Hotel Stay" or "Reservation Not Honored at Check-in".

4. Detailing the experience: In the complaint details section, provide a thorough description of your experience. Include key areas such as:

  • The nature of your booking (hotel, flight, car rental, etc.)
  • Details of the problem encountered (incorrect charges, poor customer service, etc.)
  • Any correspondence or interactions you had with Booking.com's customer service
  • Steps you have taken to resolve the issue with Booking.com and their responses
  • The personal impact of the issue, such as inconvenience, financial loss, or stress
  • Relevant dates and times of your booking and the issue
  • Confirmation numbers or reservation details

Be as specific as possible to give a clear understanding of the situation and why you are dissatisfied.

5. Attaching supporting documents: Attach any relevant documents or evidence that supports your complaint, such as receipts, confirmation emails, or correspondence with the company. Do not include sensitive personal information like credit card numbers or passwords.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue. In the 'Desired Outcome' field, specify what resolution you are seeking from Booking.com, whether it's a refund, an apology, or another form of compensation.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your desired outcome is reasonable and clearly stated.

8. Submission process: After reviewing your complaint, click the 'Submit' button to file your complaint on ComplaintsBoard.com. Ensure that you have filled in all the necessary fields and attached any supporting documents.

9. Post-Submission Actions: After submitting your complaint, monitor your ComplaintsBoard.com account for any responses or updates. You may receive feedback from other users or even from Booking.com representatives, so it's important to stay engaged and respond if necessary.

Frequently asked questions (FAQ) about Booking.com

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Is Booking.com a legitimate website for booking accommodations?

Yes, Booking.com is a legitimate website, providing a platform for users to book accommodations, flights, car rentals, and other travel services.

Can I trust Booking.com with my personal information?

Booking.com has security measures in place to protect user data, but it's always a good idea to read their privacy policy to understand how your information is used.

Are the reviews on Booking.com genuine?

Most reviews on Booking.com are from verified guests who have completed their stay, but as with any platform, it's important to read multiple reviews to get a well-rounded understanding.

Do the prices on Booking.com match the actual costs of accommodations?

Booking.com aims to provide accurate prices, but it's still important to double-check the final price, taxes, and fees during the booking process.

How reliable is Booking.com's customer service?

Booking.com offers customer support through various channels, but individual experiences may vary. Be sure to check online reviews for a better understanding of customer satisfaction.

Are the pictures and descriptions of accommodations on Booking.com accurate?

Property owners and managers provide the photos and descriptions, so while Booking.com attempts to ensure accuracy, it's always best to research the property independently as well.

Can I get a refund or modify my reservation on Booking.com?

Cancellation and modification policies vary by property and booking. Check the specific terms and conditions for each reservation.

Are the special deals and discounts on Booking.com legitimate?

Deals and discounts on Booking.com are generally legitimate, but be sure to read the terms and conditions to understand any restrictions or limitations.

Will Booking.com charge hidden fees during or after the booking process?

Booking.com displays all mandatory fees during the booking process, but additional charges, such as local taxes, may apply depending on the property.

Can I trust Booking.com with my credit card information?

Booking.com uses secure technology to protect your credit card information, but it's always a good idea to monitor your statements for any suspicious activity.

Is Booking.com affiliated with any reputable organizations?

Booking.com is part of Booking Holdings Inc., a reputable global online travel company that also owns Priceline, Agoda, and Kayak.

How long has Booking.com been in business?

Booking.com was founded in 1996, and has since grown into a well-established online travel agency.

Are there any known scams associated with Booking.com?

Like any online platform, Booking.com may occasionally be targeted by scammers. It's crucial to be vigilant and report any suspicious activity to their customer service.

Is Booking.com's mobile app safe to use?

The Booking.com mobile app is considered safe, but always download it from official app stores and read reviews to ensure you have the genuine app.

How does Booking.com handle disputes between guests and property owners?

Booking.com offers support for resolving disputes, but the extent of their involvement depends on the specific circumstances.

Does Booking.com have a loyalty program, and is it worthwhile?

Booking.com offers a loyalty program called Genius, providing benefits such as discounts and perks. Users should evaluate if the program suits their travel needs.

Are the star ratings on Booking.com reliable?

Star ratings on Booking.com are generally reliable, but it's still important to read reviews and research the property for a comprehensive understanding.

Does Booking.com guarantee the lowest prices for accommodations?

Booking.com offers a price-match guarantee for certain bookings. Be sure to read their terms and conditions for more information.

How can I contact Booking.com, a trusted online travel agency, for assistance with bookings or inquiries?

Need assistance with your bookings or have inquiries? Contact Booking.com at +44 203 320 2609 or +1 888 850 3958. Their helpful customer support team is ready to assist you with your travel needs.

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