Booking.com
reviews and complaints

As someone who has explored various travel options, I must say that Booking.com has its ups and downs. While some users have praised the ease of booking and great deals, others have faced challenges with customer service, cancellations, and unexpected charges. It's essential to read the fine print and be cautious when booking through them. Despite some positive experiences, it seems that Booking.com still has room for improvement to ensure a consistently positive customer experience.

ONLY put 5 so it would be read. I used booking.com a few times and had no issues, however... Last month for me and my husbands anniversary we booked a place for a few nights. While out to dinner on our first night we received a phone call from a different hotel asking us when we would be arriving. I had never even heard of and never received any confirmation emails about. I received multiple reminders about the hotel we did book but not ONE about this other hotel we supposedly booked the same weekend as the other. We ended up paying $200 for the first night at the place we were not even staying at... needless to say I was very frustrated and when I called booking.com they would not do anything about it. They said on there end that they sent a confirmation email. We looked on both my husband and my email history & spam up till the day that I supposedly booked the other hotel and there was NO email confirmation about it nor were their any reminders like for the hotel I actually did book. Not use this site you will loose time and money you work hard for!

Stayed at Tourist & Resort Hotel Cappadocia, booked through Booking.com. This Hotel classified as Four Star but the treatment we received was 5 star. My partner and I would like to thank, the house maid, the reception staff, the breakfast staff, the chef (who make the most amazing omelettes), and the doorman, and last but not least the manager, who made our stay the greatest part of our world trip. We arrived tired at 05:30 in the morning a car (driven by doorman) picked us up from the bus station and took us to the hotel, reception seeing how tired we were gave us a room immediately, while the doorman carried our two heavy bags upstairs to our room, and we were invited to have breakfast after a short sleep, everything thereafter was just as perfect. Cannot recommend this place enough. I would also recommend that any tours, ballon rides be booked through the hotel manager, he speaks perfect English, and did not rip us off, in fact he was cheaper than quotes we received from local agencies we got quotes from. Dates stayed 13/7/15 to 17/7/15 inclusive. From an Australia traveller couple

I was pleased with getting a hotel reservation in Tennessee using booking.com: good price, no problems. I went through PayPal; everything was tidy. I then discovered a foreign transaction fee assessed by BOA. I was informed that if I use my BOA card from a company located outside of the U. S (booking.com), I will have to pay a foreign transaction fee. BOA added a designation to my PayPal transaction with "NLD." I am told by a BOA associate that NLD stands for "Never Land." I didn't catch the designation for "D."

The folks at BOA graciously waived the fee this time; I think because I am a long-standing member. I did some research and discovered that the HQ of booking.com is located in the Netherlands, hence, "foreign!". If I use anything related to booking.com in the future and use my BOA card, I will be assessed a foreign transaction fee, and so will you if that is your preferred credit card. The fee was minimal, but for me, it was the principle of the matter. BOA may be a trendsetter or following behind someone else. I am retired and living in Tennessee, and I thought I would inform others of what I just discovered.

I stayed at Barmston beach. Park Dean, I had a beautiful caravan great kitchen with big fridge and freezer spacious living room may only complaint would be that the double mattress had seen better days was sprung, I was in Rowan Vale, 4. I must point out that I stayed there mon'17th, may till 21st, 2021. But until now had no Internet, so maybe the mattress has been sorted out the living room with 32inc dvd combo flatscreen & proper so
Sofa & separate chairs had a door separating the kitchen & the kitchen also had a separating door from the bed rooms one with two single beds and the double with on suite & the bathroom with bath&shower, more like I home than a caravan facilities were very good & it's a five minute walk to the beach at the back of the park, you can walk along the beach to Bridlington in about an hour a lovely walk that brings you to bridlington Spar, I recommend that you can safe money on meals if you don't bring your own food to cookby using the Blackbull Pub in the village about 8-10, walk away from the park. Much cheaper for family meals and very friendly staff, As are the staff at the park I can't fault them!, Nice quiet place during my stay, Looking forward to using Barmston Beach Holiday Park Again!

I have been a member of booking.com for almost 4 years. I travelled a lot for my business and leisure with my family. Each time I booked thru this website is smooth, the photo in website and actual condition is correct all the time.

One time in Nov 2016, my family and I went to Sicily, Italy for 3 days. Booked a hotel one month in advance. Picked a Villa location is beach front. Arrived in The Villa, greeted by the owner and his wife. They speak only Italian. My husband and I speak little Italian. They tried to explained to us that there was a small huricane hit The Villa 2 nights before we arrived, therefore, our room is a mess. He recommended me to another Villa own by his friend. Arrived in new Villa but I do not like it. It is not beach front and no linen and pillows ready. I've called booking.com and she called the owner of the Villa trying to solve the issue. She called me again and offered me different Villa with similar situation (beach front, kitchen ready, etc). She also able to full refunded my money from previous booking.

I think this is very profesional customer service who would go out of her way tried to call me and villa's owner to solve problems of all parties.

Booking.com can count on me as their customer.

My experience with Booking.com's customer service was handled in a very professional and timely manner. I accidentally booked a hotel in SF that I was not intending to retreat at online and while trying to undo it, I confirmed it! I didn't realize it until I had received an email with a confirmation number followed by my computer error. On the website, if I had done it, a cancellation fee would apply if reservation was to be cancelled and I just did not feel good about it. I immediately called the hotel and explained the situation and they were not able to cancel my reservation, I would have to contact Booking.com. I reached representative ERIC and I cannot be more thankful for his understanding and going out of his way to cancel and waive the fee for me! I was put on hold for about 10 mins and ERIC came back on to apologize for the wait and explained to me that he had to contact three agencies to get them to cancel the reservation without any fee. I was ecstatic and thanked him for going above and beyond! Such a genuine representative! Although the hotel was not for me, I definitely will be using Booking.com for the one I'll be SURE of this time. And I'll book it properly! (: thank you again, ERIC! We need more people like you in this business!

We have used Booking.com on many occasions. We travelled to over 35 countries and we are pretty fair in our reviews as we're an elderly couple. I am also a very senior contributor for Trip Advisor.
We stayed in Hotel Sentral in KL Malaysia about a week ago. Prior to that we had a fantastic 12 days in Subang Jaya ( 4 nights at Grand Dorsett), 4 nights in White Lodge Langkawi, 4 nights in Noordin Mews Penang. We only picked Hotel Sentral because of it's proximity to K
L Sentral. After the first night my wife was bitten by something and she was breaking out in rashes. I went to a Chemist nearby and explained the symptoms and he got me the medication from 1 spot in the front of the counter for bed bug bites. The location of the hotel is good and so are the staff. Breakfast was also OK but who would like to be bitten by bed bugs while on holiday. My wife wrote an honest review but Booking.com did not publish it. Even the Hotel Management apologized to my wife but not Booking.com. I would advise people to desert them in droves. They are dishonest. I read a review on Agoda where a customer complained about the same problem and got a refund. I would strongly recommend people who are travelling not to use Booking.com and also Sentral Hotel. After 10 days my wife has still not recovered.

I recently had an extraordinary experience with Booking.com's Transport Department, all thanks to a wonderful individual named Isah. Facing unexpected delays with my flight, I found myself in a bit of a predicament regarding my taxi booking. It was during this stressful time that Isah stepped in, not just as a representative, but as a beacon of support and understanding.

From the moment I reached out, Isah was there to calm my nerves, reassuring me that I was in safe hands. He went above and beyond to accommodate my situation, ensuring that my taxi booking was rescheduled seamlessly amidst the chaos of travel hiccups. His empathy, professionalism, and unwavering dedication to helping me navigate through these difficulties were nothing short of remarkable.

Isah's exceptional service and the assurance that "he will do whatever he can to help" truly set a new standard for customer care. It's rare to encounter someone so committed to the well-being and satisfaction of customers. This experience not only alleviated my stress but also reinforced my trust in Booking.com's services.

To Isah and the entire Transport Department at Booking.com: thank you for turning a potentially disruptive travel setback into a testament to outstanding customer service. Your efforts are sincerely appreciated, and I look forward to relying on your services in my future travels. Isah, you are a true asset to your team, and your dedication deserves the highest praise.

Booked a room and 10 hrs later tried to cancel
1st problem automated system had no choice for customer to cancel so picked 1st option got no where with operator 2ed choice again not the right choice but she did transfer us to the right department, where I was told right away to calm down, I was a bit excited to get the right department after being on hold for almost 45 min altogether and was talking fast because I was cut off once already, so I slowed my talk then I was told to stop talking and listen to her! That's when I had enough I asked to speak to a supervisor, I was never transferred, I told her she needs to listen to my request to cancel, she informed me that I can and would have to pay a hundred dollar penalty when the room only cost $106 I asked again to speak to a supervisor she then told me she would speak to the supervisor and get back to me this went back-and-forth for quite a while the total phone time was two hours and 10 minutes in the end the hotel manager agreed to cancel our reservation because it was less than 24 hours but booking.com had no intentions of cancelling it and if it wasn't for me to keep pushing for a supervisor or the manager of the hotel we booked through we would've been stuck with that reservation so disappointed with the customer service in the way the people speak to customers and keep in mind we went through three different operators all of them had bad attitudes I'm going to file a complaint with them, it's a good thing all calls are recorded I'll just show the bad customer service I would never use them again I don't care how cheap they are I'll pay an extra $25 and go with a reputable company

We have used booking.com to book accommodation for our 6 week trip to USA and Canada. We have found one hotel in Newark that makes untrue statements and as this was the first we booked for our trip we did foolishly book the cheapest option which has cost us ?112 to cancel both bookings! I was hopeful that if I contacted booking.com and told them how undisclosed extra charges learnt from an email to this hotel had forced us to cancel that they would help not wanting this type of hotel on their site? But after reading many posts on this site about the very poor customer service you have all received I do wonder if I too should cancel all bookings with booking.com and book personally myself? So if a booking.com customer service rep wants to reply and satisfactory deal with my concerns please do! As at present I am far than happy with booking.com!

I always speak as I find. So my advice to all the people that post complaining on this Booking.Com site is when contacted and requested to supply your booking numbers? Do it if you haven't done so yet? I did using the email address supplied? One day later I received an email reply from Booking.Com customer service telling me they had contacted the hotel direct and due to my concerns and circumstances the hotel have decided there would not be any cancellation fees made for cancelling my booking. So as far as I am concerned Booking.Com do care about their guests booking rooms with them and will step in to assist if you need them?
So we are now happy to leave all our booked accommodation in their capable hands for our road trip as I now know they will be there if I do need them all I have to do is ask!

Customer service is nice and short wait, however they are not too bright. My hotel reservation was never sent to hotel and i almost was not able to get a room. I called booking.com customer service and the agent was able to get me in a room. Few hours after i checked into room i got notification that I cancelled my room and would be refunded. I checked bank account and i was refunded. This is a mistake because I am in a room agent promised to pay them. Now who knows whats gonna happen. I contacted booking.com customer service again and after being on hold I got disconnected.

First off, I didnt get notice that my reservation - made at booking.com - was actually Priceline.com. I went onto Booking.com to view my upcoming trip in May and was unable to locate it. It was quite an adventure to locate it and I began feeling very uncomfortable about the situation. So much to the point that I decided to cancel. I notified the representative, who asked why I wanted to cancel. EXCUSE ME? Why do I have to get permission from him to cancel a reservation six months out? Then, as he was looking at whether I can cancel, I informed my partner that I feel like this is a scam. The representative immediately asked why Im calling it a scam. I was on the call/chat for over an hour and had to call back because my $410 refund was confirmed (with email) for only $228. NEVER AGAIN!

Its very unfortunate that I have to write this review on Booking.com.Ive used the website multiple times to book places to stay for vacations, however, this is my last time using them. I booked a hotel for a 4-day Memphis vacation. I decided to cancel the two rooms I booked because I found another hotel that had a better deal/location. I canceled well within the free cancellation period. I thought everything was good to go. NOPE! Once the check-in date came first I was charged for both rooms, was refunded, then charged for one of the rooms. I went back and forth between calling and emailing both the hotel and Booking.com. NO ONE WANTED TO TAKE RESPONSIBILITY! Booking.com lied after their little investigation and said the hotel never charged me. Then they said that the amount charged was just a hold.The transaction was pending and then cleared! How it that a hold? Anyway I ended up resolving it with the hotels help (THEY ended up calling booking.com to get it sorted out). I guess Booking.com cares more about keeping their business with the hotels than their own customers. Booking.com really needs to work on their communication between their website and the hotel. I did exactly what was instructed in order to avoid getting charged, but ended up getting charged anyway due to poor communication and service from Booking.com. *** learned! What an unnecessary headache and frustration after a great vacation. I will not be using them again. For others, call the hotel to make sure Booking.com did what they were supposed to! Cause they sure wont.

Booking has gone downhill. I've used the service for years but this latest experience has ended that. I booked "Dream Luxury" in downtown *** for the Memorial Day weekend. It turns out, the apartment is in a building that does not allow AirBnB type rentals. We literally had to sneak in. Here are the instructions we received (as we were driving to ***):Please Do not mention AIRBNB to anyone in the building do to a private property , because im under corporate lease if they find out there will be a $199 fee for your background check because the required me to do that , and you will be responsible for it .Please be aware this is not a Hotel its a Resident living , any confusion that you have please contact me directly xxxxxxxxxxx do not go to the leasing office . My policies is very strictly . If something happen due to a guest going to the leasing office for instructions , you will not have any refund !Check in instructions ***if you have any questions please come directly to me***Parking is not free. Due to Downtown location there is slim to no free parking. Drive to ***. Parking Garage, Guest parking is from floor1-7 Please park in the 6th floor near the elevator, and you will see a big gate open , in the left side before the gate you will see fire extinguisher box, open it you will find the the key fob inside, if there is no gate open to enter please take the elevator you see in the garage to 1st floor down, make a the left and right to the leasing office, scan it to the door to open, entered take the elevator is on the left down to 5th floor . Make a right and walk down until you see unit is 507. The door key under the floor mat in front of the door .Please do not answer any questions for anyone in the apartment *** Leave your luggage in the car , and pick up after check in***Please contact me directly @ xxxxxxxxxxx if you have any question or concerns. Booking still allows this listing.

The staff interactions were pleasant. We did not stay here because the rooms were overbooked. We used booking.com to reserve one room as we were driving , as coming into town. We arrived (WE WERE THERE IN PERSON) and the staff though apologetic and nice reported they did not have a room for us. She reported she had to cancel the reservation. Key word I heard was HAD. TURNS OUT THEY DID NOT INFORM BOOKING.COM. We did not call booking.com about this, but right away through booking.com reserved at a different hotel in ***. *** did not charge us for the room BUT BOOKING.COM did. Concerns and WHAT TO DO IS BELOW:Weary traveler if a hotel is reserved through a middleman/agent like booking.com and especially if the hotel overbooked and THEY cancel your reservation do this:1. ask why room not available 2. get name of person at hotel you are communicating with 3. CALL BOOKING AGENT (middleman) RIGHT THEN AND THERE AND PLACE STAFF ON PHONE. INFORM (in this case booking.com) booking agent you are there and room not available so this reservation needs cancelled. Make sure they know you are there, not a no show, and hotel had to cancel not you.4. Get the booking.com agent name.5. Then go immediately to the site (in my case a downloaded app for booking.com) AND send a message to customer service , with all details of what transpired. This is so names and interactions and times are in Writing. 6. The next morning check the site (in this case booking.com) make sure this reservation shows it WAS CANCELLED. If not reflected cancelled ie reservation still open THEN CALL, call customer service right away, CONTACT THEM BEFORE THE CHECK OUT TIME WOULD HAVE BEEN.Then hopefully you will not be charged by booking.com.

My *** had a reservation for a b&b in *** and unfortunately we had to cancel our trip due to a sudden back problem which made it almost impossible for my husband to walk. The b&b would only allow cancellations within 30 days. We were 29 days out when we tried to cancel. Our reservation was via Booking.com. We reached out to them, explaining our situation and they were able to get us a full refund within 30 minutes! We were amazed! Will definitely continue to use their services.

During our trip to Egypt. I booked two nights with my wife and children from January 13th to January 15th, 2022, in Alexandria, Egypt. @ ***. Then we could not stay in the apartment for more than an hour and left the place immediately to another hotel and the place is not related to the Four Seasons standard at all or even a sole star hotel and it was dangerous to stay there especially during the COVID pandemic. I contacted Booking.com and they refused to refund or provide any assistance. The issues were as shown below:1- The master bathroom is not working and is locked. 2- A very foul smell emanating from the apartment, because of problems with the sewers and the lack of cleanliness in the place. 3- The dining chairs are bad and damaged. 4- The glass window of the middle room is not tight and freezing air leaks from the balcony, which makes it impossible to sleep in the room. 4- Sheets and covers were not washed from the previous person, and there was a hair over the pillows. 5- The bed linen is not clean. 6- The main air conditioning in the entrance is not working. 7- Painting the walls under finishing, sound like they tried to fix the wall but not finished 8- the bathroom doors, do not close and are damaged. 9- The bathroom is not clean and smells bad. 11- The lighting is bad and there are many bulbs that do not work 10- We did not use the kitchen or the beds. Not a pleasant experience for us and we do not want to repeat it and do not recommend it to anyone in the future

I used bdc many times. It was always difficult to get cs on the phone. I was genius 3 level. It means nothing to them. They confirmed a stay for me but the hotel was fully booked. It took 8 international calls to get someone. One cs rep wouldn't allow me to speak with a supervisor. I was told they would reimburse me for the mistake. I booked another place .what a hassle that was as I was already on my trip. Then bdc offered me 20.00. I told them to keep it and I deleted me account. Way too many problems with this company. The ceo is American. He should run his company with guests in mind. It's a travel company.

We travelled to Madrid for holiday and made a reservation at Hostal El Pilar for four nights. The accommodation was prepaid and the terms non-changeable and non-refundable.

However, departing from Cape Town in South Africa, our airline experienced technical problems and cancelled our flight for that day. We immediately advised the accommodation and they reverted, confirming to hold the reservation until 17 September 2023, referring us to the terms and conditions, which we were well aware of. Upon arriving at the accommodation the following day 17:00, we were advised that at 12:00 that day we were classified as a no-show and that the reservation had been cancelled. I.e. 24hours.

Firstly, in an industry where flight cancellations and delays are quite common, one would expect Booking.com and their partners to have accommodating policies in place for such events. Therefore, I was quite surprised that Booking.com subscribes to the policy of the partner that, despite delays/cancellations beyond the travellers' experiences supports the policy of not extending the no-show period for valid reasons. What makes it even more surprising that all this communication was via the Booking.com app. Hence, they have full insight into how the events unfolded.

Secondly, subsequently reading the reviews of the accommodation in more depth, it soon became evident that this was a common occurrence at the Hostal. Both partners happy, double revenue in respect of accommodation and booking fees, whilst the traveller's circumstances are completely ignored.

Their argument that the airline is at fault does not sit with me either. The airline did accommodate us in a hotel and they did fly us out of Cape Town as early as possible the following day, re-routing us via Lisbon to get us to Madrid as soon as possible. Despite all, we were in Madrid at the Hostal 29 hours later.

You be the judge who is at fault. In my opinion, Booking.com, as I have made my reservation on their platform.

I want to make a complaint about a fraud that happened with Booking.com and a host. I was searching for a place to stay in on Booking.com. On April 27th, I found an apartment on their website. It said I should contact the host to check if it's available. I did as told and got a message from Booking.com that they sent my message to the host. Then, I saw a note on the listing that said to book the apartment, I should message the host on WhatsApp with the number given.

I messaged the host on WhatsApp, and a person named said the apartment was ready to book and that Booking.com would email me the details and booking steps. She mentioned her company was Era Immobilier. Soon after, I got an email from Booking.com with instructions to book the apartment. It told me to wire $1,800 for a 5-day rental to a bank account they provided. I thought it was odd to wire money, so I called Booking.com customer service. They told me to follow the email instructions, so I sent the money.

I kept talking to the host on WhatsApp, and after I sent the money, she asked for a screenshot of the transaction. She said she would send me a receipt and a contract the next day. I got a receipt but no contract. I kept asking for it, but she said it was still being made. While waiting, I asked about other properties for the second part of my trip in Nice. She showed me some and gave me prices. When I showed interest, she asked for a $1,000 deposit and $1,300 for the rental. But she wanted me to wire it to a different account. I got suspicious and told her I wanted everything done through Booking.com and wouldn't pay for the second place until I got the first contract. She got angry and demanded an extra $2,200, or she'd keep all my money.

We messaged a lot, and then she stopped replying. I contacted Booking.com, and they said they had no record of my reservation or messages. I showed them all the emails and the listing. They said the messages weren't from them but would look into it. I got a few emails from Booking.com saying they couldn't help because the transaction wasn't with them.

I also told my bank, CHASE, about it and they suggested I report it to ComplaintsBoard.com for cyber-fraud. I filed the report right away. I have all the emails from Booking.com, messages with the host, and information about ERA Immobilier. When I called ERA Immobilier, they said they were in a legal issue with Booking.com for listing their properties without permission. They also said they only sell properties, not rent them.

I'm worried because Booking.com hasn't fixed this fraud even though the property and host are on their site. It's troubling that they do business in America without checking if listings are real. They don't have a proper customer service to handle these problems, so I keep having to explain my story. It's been a week, and there's no solution or refund for my money.

I have rent car via booking.com

The provider didn’t give me the car

Made me book the same car with higher price same day same time with the promise of full refund

Booking.com is being ignorant didn’t even contact the provider just telling me no on the service they never provided

It’s like going to a restaurant you booked in advance they dont serve you food and force you to pay! That’s booking.com

On Oct 19,2022, I booked a Penthouse with Booking.com. This booking showed they were new with booking so that is why I thought it was such a low price, trying to drum up customers etc. The Penthouse was priced at 359.00 per night in Las Vegas. The listing for this booking is Luxurious Las Vegas Penthouse Balcony w/ Jacuzzi. That evening I received an email from the so-called owner of the property with an address to pick up the key. When I punched in the address to my map the first address came up to a Chevron Gas station, when I asked for the address to be verified the next address was a two-story privet home. I thought this was odd, why would I not be showing up at the Penthouse to check in? The next morning, I contacted Booking after being hung up on twice when I asked if these properties were verified to ensure this was not fraud, the 3 person I got told me absolutely they verify the owners of the properties. I asked the booking rep are you sure these properties are in fact owned by the people who are listing them, again yes we verify the property owners. I told the rep I was not feeling comfortable about this and would like to do a refund so I could book with a different listing, I was told no this was nonrefundable. Now with the weird stuff going on you would think the safety of the customer would be a priority. The booking rep puts me on hold and calls the property own, because we also have an issue with check in. The so-called owner sent me a message saying I could not check in until 4pm, this is late for a check in and I had also said most check in times are between 1pm-3pm. The rep gets back on the phone with me and says the owner is fine with me checking in between 2pm-3pm. I was given the so-called owners phone number which I call. A man answers and says his name is Joshua, he explains the address that was given was a mistake by booking, he sends me an email through booking that says to meet him in the lobby of the Palms Palace Casino Hotel at 4pm, when I questioned the 4pm check in he tells me the maid he has will still be there cleaning from the night before that is why the late check in, even though he told the booking rep it was not a problem to check in between 2-3. He also tells me he is the owner of the Penthouse, and the reason he has to meet me in the lobby is because he is the only one with a key. I told him I would call him at 4 or close to it when I was near the hotel so we could meet for the key. I was still feeling uneasy about this but booking refused the refund and assured me they vet the property listings/owners to make sure everything is legit. 3:20 I text Joshua I was 25 min out, and should I pull up at the valet parking? No response. 3:45 I call the number given; the phone is now turned off. Now I am panicking. I arrive at the hotel and Joshua's phone is still off and no response. At 4pm I went up to the front desk and ask to talk with the hotels Manager. He comes out, I show him my booking and the message from Joshua the so-called penthouse owner, I also show him the booking.com listing for the Penthouse. The property manager proceeds to tell me I was just scammed. First no one by this name owners our Penthouses, also the pictures that are on Booking aren't even their penthouses. They look nothing like what is being advertised. Also, their Penthouses rent for 3500 per night. I now have to fill out a report with the hotel because now there is fraud involved with this hotel, they are advising me to call the police which I do. While waiting for the police I call booking and tell them what has happened. After the long bull of "I'm so sorry this happened to you, I will help you fix this" I'm then told they are going to help relocate me into a room because we are now with no room, and Vegas is mostly booked do to 4 concerts going on this weekend. Here is where it gets fun. I was told by the booking rep they would contact me back in 30 min, but they do need to contact the so-called property owner. 15 min later I get a call from a man who says he is from Booking and needs information to get my booking refunded, unfortunately their having problems with their system and he cant see my profile/booking so could I give him my password so he can log into to see it. I'm believing this is in fact a booking rep because they were supposed to call me back within 30min to get me taken care of. I give it to him. He then asked me to verify my card number I used on booking to book the Penthouse, again I give it to him. When it downed on me something was wrong is when I asked for a ref number, he couldn't give me one, then I asked his name, he would only give me his first name, but them when he asked me for the 3 digit code on the back of my Amex card, any one who works in accounting and deals with credit knows Amex numbers are 4 and not on the back of the card. I hung up and called booking right back. This has now been 45 min since my first call to booking. I was then told they never called me because they called the so-called owner who in fact answered his phone and told them I was checked into the Penthouse. Instead of booking calling me to verify this, especially after just telling them I spoke to the manager of the Hotel and this was fraud and the police were on their way, they took his lying word and never called me back. I looked at my phone from the guy who supposedly called from book, and the call was from Quebec, when I called the number now this phone is off and taking no calls. Guess who just called me, the guy who was scamming me from the very beginning. I told Booking all of this, and now I'm in tears because I just gave this person my card information etc. Now booking has still not refunded my 359.00. I finally get an email from Booking after calling yet again to see if they found us a new location. I am then told yes, they did, it will however cost me an additional 350.00. Now remember booking has charged my Amex card which has gone through not pending, and they already have 359.00 of my money. I have driven from Washington State to Vegas, out my money, no room, and have had a person continue to committing fraud with my personal card, info etc. Now I'm told I will be putting out an additional 350. I blew up and told them to return my money, however I just spoke to Amex who is refunding the money and filling a fraud report as well. The police finally come and tell me this is internet fraud, so it must be filed with the FBI. Which has now been done. I know this is long, but I wanted you to know what has happened and how booking can not be trusted to put the safety of their customers first. This could have been solved and delt with that morning when I originally called, but no the rep was adamite the money was nonrefundable and even though all of this was unusual, and the customer felt uncomfortable it didn't matter as long as booking got their money. All of this was totally avoidable.

I want you to think of this, what would have happened had this been a situation where it was a lone woman who was told to pick up the key at some random place, and a rep from booking reassured her they vet these so-called owners of these properties, so everything was ok, but they were not refunding this person's money even though the person was feeling unsafe. Is this a company you really want to keep in business? And trust to keep you safe from online financial fraud, and safe from Physical harm all so they can make money? I am going to make sure booking does feel the sting behind this terrible act. I am putting my story on every media outlet I can. I am going to send this story to anyone who will listen, I have filed a report with the FBI, I was told this happens more times than not. Especially with companies like booking and air bnb. I am also meeting with a Attorney on Monday, if anything else comes from this person getting my info, and now having to call all my card companies and change all my cards, pin numbers etc., if anything happens to my identity because of their lack of due- diligence I will hold booking 100% responsible for it all moving forward. I also have filed an FBI report on file. I have spoken with multiple people in regards to this. I'm making sure this doesn't happen to another person.

What do you think I should do to resolve this situation?
In the last few months my ff and I have been planning a ski trip. A couple of months ago, a few of her friends decided to
Join us, and so our budget changed. Excited, we decided to go to Avariaz, a village in France.
We found a hotel called L'Amara, owned by Pierre & Vacances*** (http://www.pierreetvacances.com/gb-en), offering apartments of difference sizes of 2,3 and 4 bedroom.
Looking for the best price, we found the same 3 room apartment on booking.com (http://booking.com/), and booked it, no before booking our flights to Geneva, all excited for the holiday.
That's where the good part ends.
It wasn't a couple of hours later when I found that the 3 room apartment, is in fact not exactly a 3 room apartment. It was a 2 bedroom apartment, with a living room. Horrified, but not to worried, assuming booking.com (http://booking.com/) is a large and responsible
Company, I called them and asked what to do. I was wrong. Booking.com, initially admitted that the description was wrong,
But jumped on the opportunity to try charging me a cancellation fee, but also said that they would contact the hotel, because it's ultimately "the hotel's fault", and see what can be done. "You don't need to cancel it, we'll sort it out", they said. "We'll contact you back tomorrow".
And I believed them. Nobody called the next day.
I called again, and asked about what happened, but nobody knew, and so I had to tell them my story again. Erdem, the agent, said he would contact the hotel right away and ask them to provide us with the actual 3 room apartment, but a few minutes
Later, he said there were no 3 bedroom apartment available, but that the hotel would "help" when one becomes available.
Since I didn't know what "help" actually meant, I asked for clarification. Erdem, then promised to investigate this and call me back the next day.
Erdem never called. And so this time I had to call again, and go through the story in the third time. Francisco this time,
Went through the same conversation with me. A 3 bedroom apartment wasn't available, so he would get the hotel to provide us
"Don't worry, we will fix it". He stated.
Francisco, again, never called, and I was seriously running out of options. 5 days have passed, and nothing has been resolved, either way, except a lot of money taken out of my account.
I called again, asking to speak to Francisco, but nobody seems to have found him. Telling the story again wasn't something I wanted to do, but I tried, again, only to be rudely spoken by another adviser claiming none of this have ever happened.
Feeling I had no choice, I contacted booking.Com's PR office and complained. An email came through stating they are sure this would be solved.
I wondered what the law had to say about it, and obviously booking.com (http://booking.com/) as any other company or even a travel agency, must take full responsibility for its words and advertisements, so what David said was just a "small lie" in his mission to wear me out. I didn't agree with David, and after an intense conversation, David, finally agreed to investigate the option of providing us with another room and call the next day, regardless or progress, just to ensure I don't have to call again and explain things, one more time.
David, did not call until 6:00pm and I was getting worried. I called booking.com (http://booking.com/), and spoke to another agent, who explained that there was a chance David was actually coming late. I then actually apologized and asked the agent not to message him.
If David was going to actually call, I wanted it to be genuine and not make him feel I was judging him based on his friends. The agent promised not to message him.
Less than 60 seconds later, David calls, pretty angry. Angry? Yes. He was annoyed that I called asking for him, when he was "going to call", and I found myself defending myself explaining why I called, instead of actually looking for a solution to the mess they created.
David, never called again, but Blunt, another agent, did. Ba lint's English wasn't very good, which was acceptable. His customer service skills were even worse, what was unacceptable. I picked up the phone and the first thing he said was "Hello, it's Blunt, you asked to speak to me, what did you want". I wasn't sure who I spoke to and asked for clarification. Blunt continued: "Hello, it's Blunt from booking.com (http://booking.com/), you asked to speak to me, what did you want?".
I don't remember ever asking to speak to him, but I assumed David asked him to call even though he never mentioned that and said he would speak to his managers. Blunt, even though he stated David asked him to call me, denied any of what's already been agreed upon. Not only that, Blunt continued and claimed that none of the information I was given was misleading, even though so far, the agents I spoke to, agreed, even though all of them promised to call and didn't. Is that not misinformation?
Blunt went further and accused me of lying. At that point, I felt so disrespected, I refused to speak to him further.
I then contacted the BBB, and complained. The next day, Maria, a soft spoken agent contacted me. Maria stated that she understood how the way the hotel was described was misleading and explained she would solve the issue, and myself, very frustrated, after hours on the phone and every day stress, wanted to believe.
Within a few minutes, Maria claimed she had a solution, by moving us to another hotel in the same category into a real 3 bedroom hotel. I was so excited! That didn't last for long. It turned out Maria didn't bother checking where the hotel was. 150 miles from the original resort, we already had purchased ski passes for. I genuinely thought she wanted to help. My red lights hadn't turn on yet, and they should have. This would have been yet another example of how booking.com (http://booking.com/) agents provide customers with the wrong information, but yet Maria was shocked and found it hard to understand. "But it says Avoriaz" she said. I think she was using booking.com (http://booking.com/)'s website - where the top results are the actual place, but as you scroll down, additional hotels are available.
Moving on, Maria promised to investigate further once again the option of either getting us a 3 bedroom apartment or an additional room in the original hotel.
It didn't take a few hours, and Blunt, the previous rude guy, emailed me stating nothing would be done for me and that since he noticed I spoke to Maria, he is also emailing on behalf of her. And yet booking.com (http://booking.com/)still claimed to be consistent and responsible, not to mention, sensitive.
I called Maria the next day. Maria explained that there was an internal battle between her and Blunt on who owns this case. Great. Now, not only that my holiday is ruined, not only I have already spent hours on the phone. Not only I was very stressed, now there is another obstacle, and at this point I was wondering whether this was real, or maybe another shady attempt to get rid of me, like David's. And I have given them my credit card details!
Maria and I spoke almost every day since then for about a week, every day, the same stressful conversation, every day, me chasing her up, every day, promises, the next morning, claiming promises were never made. At one point, Maria even claimed she never stated that the information was misleading. Talk about trusting these people.
After a while, Maria claimed she had another solution of putting us in two rooms at different hotel in a lower category, for the same price. Each apartment, she claimed, would have 2 bedrooms. I wanted to see the hotel, and Maria gave me the details: Electra, Avoriaz. Happy (almost) I went looking for the hotel. The description actually said 1 bedroom, one alcove. Not sure what an alcove actually meant, I looked it up. It turns out that an alcove, is actually a corner with a bed, and not a room. Frustration was not a word I that could describe how I felt. Why am I surprised though, it's not like any of these people have bothered up until not to make sure information they provide is correct. I called Maria, who still argued that an alcove meant a room.
At that point I contacted the Office of Fair Trade. I was told that:
A. David was lying. booking.com (http://booking.com/) is fully responsible for what's advertised on their website.
B. Booking.com is also responsible for their statements, regardless of whether it was advertised on the website or given by phone.
C. Because of the loss of time and bargain, which means they just wasted a lot of time and as a result I have no alternatives, they need to provide me with an alternative I would be satisfied with.
I then informed Maria, who in a shady move, immediately offed a very small compensation for this. This again wouldn't solve our biggest issue - where to sleep, and whether we're going to have privacy, which we have paid for, and a lot.
I then emailed Maria informing her what I thought, and cc'ed it to the CEO, who infarct, had been receiving my emails, but choosing not to respond. Too busy for customers or maybe just hiding under the table until the storm is gone.
I also contacted Pierre & Vacances*** (http://www.pierreetvacances.com/gb-en), hoping they would have different standards of business conducts. I was wrong, again. Pierre & Vacances*** (http://www.pierreetvacances.com/gb-en) charges paying customers to call customer service. So If you paid and something went wrong and it wasn't your fault, you still have to pay them about 0.5 gbp a minute, almost a dollar a minute, for the honor of speaking to a guy, who is rude. Rude? Yes. I called and first asked if I could have the regular number. "We don't have a any". That wasn't right. Every premium number has an regular number behind it. An honest honest would have been "I am not allowed to give it to you". At least. I then explained that this was a long story and that I had already paid for the room. Mr agent didn't care. "You don't have to talk to us then" he said, and hung up. I take it Pierre & Vacances*** (http://www.pierreetvacances.com/gb-en) does not offer customer care training.
Meanwhile, someone else took over my case. Viktor, Viktor claimed he would sort it out and speak to the hotel. Meanwhile, I had no choice by paying this premium line in a desperate attempt to have someone to sleep. Here's what I found.
Tim, the Pierre & Vacances*** (http://www.pierreetvacances.com/gb-en) agent, agreed that the information was incorrect and promised to resolve this and call me directly. Tim, however, never did, and when I tried calling again, I was treated like a second class citizen.
"You paid through booking.com (http://booking.com/), so we don't care. Go talk to them". Funny enough they have no problem taking my money, even for this call. I am paying you, even just to speak to you, and so why wouldn't you make an effort to resolve this? The truth is, they don't care. Maybe if I spoke French?
The story continues on, to misinformation between booking.com (http://booking.com/) and Pierre & Vacances*** (http://www.pierreetvacances.com/gb-en). Booking.com claims they have spoken to the hotel and the hotel claims none of this ever happened. A few more agents hang up on me. But the result?
Failure. Nothing, has been resolved. Yesterday Victor gave me an ultimatum on either taking his alternative or lose everything. What was the alternative? Take the 2 rooms in the other hotel in the lower category for the same price with the additional small compensation. I got to the point where I wasn't even thinking straight because of the stress. I agreed, and it turned out this was another misinformation. The compensation was actually to pay for the different between the price of the hotels (the lower category one actually cost more) and I had to commit to almost 3,000 gbp (having both reservations booked) before anything is done. Currently, I don't know what the the situation.
Over 15 hours on the phone (logged) A giant phone bill, rooms more expensive than the original adversed but not as good, not to mention the stress that has physically affected me, and how unexcited I am for this holiday that turned into a nightmare. This is the experience I am getting in return for over 2,000 USD of my money.
Pierre & Vacances*** (http://www.pierreetvacances.com/gb-en), even though they received a lot of my emails, never bothered doing anything and today told me they did not care, again because I booked the hotel through someone else. When you buy something in the supermarket and it goes wrong, does the manufacturer not take at least a little bit of responsibility?
You're happy enough to take my money, but when it comes to fix the mess you have created, you are running away from responsibility in the worse possible why. I am not happy. I was moved to a hotel I am not happy with, even though there are rooms available in the original hotel. I am paying, more. You offered a very small compensation that actually pays for the difference for the more expensive not as nice hotel. I've spent hours and hours on the phone and I actually have no choice at this point. Nothing else is available, of course, unless I want to pay a lot more money. You've been inconsistent and dishonest throughout the process. You agreed that the description was wrong, but avoided responsibility. Mistakes can happen, but they're an opportunity to make things better, You don't seem to make things better, at all/
This nightmare does not end there. I called Pierre & Vacances*** (http://www.pierreetvacances.com/gb-en) to book my ski passes. The agent said it would be no problem and that I could book the ski pass any time I wanted up to 24 hour prior to my arrival date.
When I called the next time, all I could hear was "I'm so sorry you can't do that" by a guy who couldn't be more stereotypical French - and hung up the phone when I asked for an explanation on how can a business be so inconsistent and insensitive. Never again. And holiday hasn't even started. Never, never again. Why would anyone book a holiday with a company that cannot even respect it's own words?
UPDATE: Since they cancelled the old booking and issued a new and more expensive one, I was told they would refund the old one and then charge me for the new one. None of that has been done yet, and over the past 2 weeks I have called and emailed 6 times to ask how and when this would be done. No one has responded to my emails and I was promised someone would call and let me know.
Nothing has been done. I spoke for over an hour with a an agent today who found out they actually had the information but that they forgot to let me know, leaving me in the dark, again. When I said this was unacceptable, She promised to escalate it to a manager, not before, agreeing that I won't have to tell my story again. I was on the phone holding for an additional 10 minutes, when someone else picks up the phone, completely oblivious to what happened, asking me to tell my story again, and of course, "did not know who put me through to her", and just to make things really nice, asked me to wait until the original colleague calls me again. Yes, that one who hasn't been responded for over 2 weeks.
So, what would you do?

I went to the London City View Hotel and there was no staff at the front desk. I made many phone calls and no one responded.

This meant that I didn't stay at this hotel at all, so I applied for a refund on the platform.

I also spent a lot of time looking for a new hotel, but by then the other hotels were full and I sat at the train station until 5am, leaving London and returning to the city I live in, Leeds, which was very distressing.

Afterwards, I tried to contact Booking and the hotel to request a refund, the hotel said they hadn't received the money and I had to go and contact Booking, but I couldn't get hold of Booking's customer service at all!

Both sides are passing the buck to each other. Neither side will come out to solve the problem.

I have been trying to change two of my bookings dates, part of the problem is the calendar on the site is not the customary Sunday to Saturday layout. I have tried to change two bookings dates and the pink bar says contact property. I emailed the property and they said booking.com has to change it. Booking.com has gotten too big and is no longer functional. I am a Genius Level 3 on their site and it is no longer something I can rely on.

I am highly upset about the fact that I cannot get through to Booking.com through there telephone number nor their email and I get the same response to emails which seems to be a generic email asking for information about the booking I need help with. Every time I dial the number it goes through and AI automated voice asking for the confirmation number and pin number of which when I type it in it just repeats the same thing over and over and does not put me through to anyone to speak too. When I send an email, I have no joy with that either I need to change dates for my booking as the dates are wrong and I can't even do that on the site or through the app I need customer service to help of which they are non-existent. I am now needing to spend an extra £80 to book directly with the hotel of which I will lose my £80 from my previous booking as there is no refund options. I am absolutely disgusted and cannot believe the level of service from such a large organisation.

I have been trying to contact booking.com and it is just impossible.

I have been trying to make a booking for Accommodation in Izmir Turkey - Facinating Sea Views & it allows me to fill in details & then when I get to filling in bank details it wont give me any selection for my card - visa & then I can go no further with my booking. So I dont have a confirmation no yet so cant phone on booking.coms no. & they say the email is no longer in use.

How do I get to speak to someone about this problem. Please help as I would like to book this accommodation.

Thanking you

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

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

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

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

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

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

I would be very much appreciate a reply.

Best Regards. Mrs Walsh

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

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

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

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

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

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

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