Menu
Booking.com Customer Service Phone, Email, Contacts

Booking.com
reviews & complaints

www.booking.com
www.booking.com

Learn how the rating is calculated

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.
Verified
The authenticity of the customer service contact information for Booking.com has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Get notifications about new complaints and reviews of Booking.com. We promise not to send you any unrelated messages.
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Booking.com reviews & complaints 1689

Filter reviews by rating
5
6519 reviews
4
1 review
3
1 review
2
6 reviews
1
13 reviews
Sort by:

Newest Booking.com reviews & complaints

ComplaintsBoard
E
1:38 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com several serious problems in apartment rented by booking.com

Dear Customer Service of Booking.com,
For years I have used Booking.com services and never had problems before. Quite the contrary, whenever I could, I spread this platform between my relatives and my friends
The episodes below, however, have been a threat to this good relationship with Booking.com.
With two friends, we rented an apartment in London through Booking.com, for the period from November 3rd to 18th, 2018. We are professors in Brazil and we had to develop a project in that city.
Since our arrival at the apartment, however, we realized that it was extremely different from what is advertised on Booking.com. Furthermore, as the days went by, we had to face several problems, some of them very serious, such as: (a) the lack of heating in one of the rooms, for 4 days; (b) the rainwater infiltration into one of the bedrooms, with the water falling from the ceiling and dripping onto the floor; and (c) the presence of mice in the apartment, putting our health at risk.
These and other problems are described in details, in addition they are proved by photos in the attached report file. Likewise, the attached videos show the presence of both gutter in the bedroom and mice feces in the kitchen, behind the refrigerator.
The problems we face have made our time spent into the apartment really awful. We paid £2, 157.98 to have a very clean, and functional, and nice apartment. What we had instead was disappointment, stress and indignation.
We reported several of the problems we encountered in the apartment to City Relay (the managing agency) and also for Booking.com (via e-mail at [protected]@my.booking.com), but the most we got was a promise of 15% refund of what we paid for the stay.
We considered this proposal disrespectful taking into account all the annoyance, discomfort we were forced to face and the risk to our health we have had because of the poor services received and lack of assistance.
For this reason, I would like to ask the Customer Service Department of Booking.com for a more respectful and more compatible compensation in view of the presented situation.
I sincerely hope that Booking.com puts the comfort and safety of their customers first.
I am available to provide any further information or complementary document (I have more photos and videos of the apartment, as well as all messages exchanged with City Relay and Booking.com).
Best regards,
Everardo Ramos

Read full review of Booking.com
Hide full review
ComplaintsBoard
K
5:18 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com privacy statement

I received an Email from: [protected]@booking.com
Which states that you are shared my details with all of booking holdings group.
I do NOT want this.
No opt out option or information about how to stop this was given in Email or online.

Booking.com changed their privacy statement recently, to share my information.
I should option to opt out or remove my info. BEFORE it is shared.

Read full review of Booking.com
Hide full review
ComplaintsBoard
G
3:55 pm EST

Booking.com refund promised — never received!

We booked a stay for a wedding in the Hamptons through Booking.com. The original venue closed and we were forced to book a much more expensive hotel for our stay. The rep at booking.com promised to refund us the difference between the original hotel cost and the more expensive one which was the only one available by the time we knew that the original hotel had closed. The difference was for $242.98, which we were told was sent to our credit card company on October 16, 2018. (We were not allowed to request the refund until after our stay was completed, at which time we had to send Booking.com a copy of our receipt...even though we had paid for the room, in full, in April and the wedding was not until the very end of September, 2018.)
Booking.com told me that the refund was processed to my credit card on October 16, 2018. To date, it has not been received by my credit card company, according to the numerous representatives at Capital One to whom I have spoken.
Neither Booking.com nor Capital One seems to be able to ascertain where the refund is or why it has not been processed.
I have a copies of the receipt for the charge, both the original one and the more expensive, second charge, as well as the email from the Booking.com customer service rep with the promise of the refund.

Read full review of Booking.com
Hide full review
ComplaintsBoard
S
5:47 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com apartment in nyc changed to a much lesser accommodation

Booked accommodation to stay in a 2 bedroom apartment at 95 Wall Street NYC. Photos looked amazing and spent nearly $1700 for 4 nights. On arrival shown to a totally different address and an apartment resembling student accommodation and not the luxury we were expecting. Tried to sort it out while we were there unsuccessfully and so complained to Booking.com on our return. Submitted photos, texts and emails to support our case. We were missold the property and were only offered $100 as compensation. They are now ignoring my emails. Extremely dissatisfied by the way they are handling my case.

Read full review of Booking.com
Hide full review
ComplaintsBoard
C
5:36 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com the cancellation process

My husband and I made reservations at 2 different properties and opted to get the less expensive option knowing if we cancelled they would keep our money paid ahead. Little did I know at the time of booking that we would be faced with a medical diagnosis of bone cancer a week before our departure...my husband was in perfect health at the time of booking. I submitted a request for a refund or a credit for possible rebooking in the future but it was denied (giving specific reasons for the cancellation ) so they got $600 from us plus a cancellation fee. Now my husband has no pay check for 3 months, I am on social security and we will now be responsible for paying our health insurance premiums for the next 3 months until long term disability kicks in. I will never use this service in the future and will pass this onto family and friends to steer clear of this company.

Read full review of Booking.com
Hide full review
ComplaintsBoard
C
6:43 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com overcharged b&b maglo centro, bologna 1612.127.546 reference

We are a couple.

We stayed at the above hotel 10 September 2018.

Ref: 1612.127.546 reference

We have been overcharged.

We have been charged for a 2nd room reservation we did not make and then charged again for a 'no show" for the 2nd room we did not reserve or need.

Booking.com claim we made two reservations for the above property.

We are a couple and only required and reserved one room.

As a travelling couple, we made several bookings with Booking.com, reserving one room in each city. All the reservations were for a single room with double bed, for one couple.

It should be obvious that a 2nd reservation is incorrect and probably a system or human error.

I have provided full documentation as requested by the booking.com complaint procedure. including images of the bank charges for $248.35.

I have already paid 80 Euro at the hotel.

I have asked for a full refund of $248.35

I have sent 10 emails since September. Some emails do not receive a reply or take many days.

It is very disappointing that Booking.com do not listen or trust their customer when they have been overcharged. The customer service has been very slow.

Christopher Gorman

Read full review of Booking.com
Hide full review
ComplaintsBoard
F
3:52 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com announcement of swimming pool opening

I have had problems several times (Barcelona, Tel Aviv) with opening of swimming pool at hôtels. Last time, in Tel Aviv my confirmation email said the swimming poll was open 'till October'. When I arrived in October the pool was closed.
This time I requested a refund. Only got standard answers telling me that according to them the swimming pool in said hotel was closed from October till April, which is not at all what my confirmation said.

Read full review of Booking.com
Hide full review
ComplaintsBoard
G
7:06 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com apartment victoria 16 malaga

This property is sub standard. The entry process is not secure. Just push the button and you are in the front door. The entry itself is dark, dismal and threatening. The property is among derelict shops. The linen was stained, the showers black with mildew, there are footprints on the ceiling, the walls are badly marked. This place needs refurbishment. We could not stay here and paid for alternative quality accommodation. I require a refund of sums paid for this misrepresented property.

Read full review of Booking.com
View 0 more photos
Hide full review
ComplaintsBoard
M
12:08 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com casa joules mozambique

On the 18 october 2018 i booked at jasa joules mozambique for the 10th til 13th January 2019. On the 30th October 2018 i paid R3500 and on the 31st october 2018 i cancelled due to personal reason. On the website policy it states cleary that i can cancel and be refunded fully if my days 4 arrival is not 60 days before arrival. I asked for my refund and they refused. I asked for the reason and the lady hung up. They are scams and fraudulent. They do not stand by their policy

Read full review of Booking.com
Hide full review
ComplaintsBoard
C
3:48 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com booking refund not paid

Hi,

In September 2018 I have been with my Family in Italy (4th - 12th of September), making the booking based on a friend's recommendation. Based on Booking.com statement we should have been refunded with 10% out of the booking value after the check-out. Since 6th of October we are still waiting to be refunded, even though the refund operation still appears to be in progress. There have been several phone calls with the Customer Service's representatives from Booking.com, getting various explanations, but the amount is still not refunded.

Pleas refund the sum without arguing permanently.

Thank you!
Calin

Read full review of Booking.com
Hide full review
ComplaintsBoard
A
10:17 am EDT

Booking.com great fortune hotel & spa istanbul

Booked this hotel with booking.com confirmation number [protected] pin code:6306, check in 26th October - check out 29th October. I selected the option of payment to the property at a higher rate rather than pre-payment and I exchanged several emails with them directly to confirm my booking and to arrange taxi transfer from airport which they confirmed. We were picked up at airport and taken to hotel as arranged only to find out that they had cancelled our reservation that same day whilst we were travelling to destination! They said that booking.com had cancelled our reservation, that they had not arranged our transfer and that they were fully booked. After I showed them our email exchanges and they realised that they had arranged taxi transfer they wanted us to pay the taxi! They finally found us another hotel (not to the same standard) and wanted us to pay them as they said the rate was special from them. We refused until seeing the accommodation and in the end the rate was the standard rate which we paid directly to the hotel ( Birkin). Please confirm WHO cancelled our confirmed reservation and had us walking the back streets of Istanbul at midnight with our luggage!

Read full review of Booking.com
Hide full review
ComplaintsBoard
A
10:14 pm EDT

Booking.com owner was dishonest about his property and refused refund. booking.com rating is misjudged.

Hi, i want to report the property Orange Hongdae guesthouse, confirmation number 2043.742.926 I suppose to stay there from 18 October to 27 October but I couldn't sleep at night due to the big noise of guests all night hours, the nearby construction site early day hours and the bad conditions in the room (room 3). It led to that i had to book another place (also via booking.com, confirmation number 2075.415.833) right as soon as the 20 October which caused me quick low budget unexpectedly. So i had to check out in Orange Hongdae guesthouse on 20 October. The owner Mr. KIM refused to refund me the money for the rest of nights I couldn't use at the guesthouse. He claimed it's non refundable regardless exception. When i claimed the window door in my room always makes noise as someone close the hall electronic door, he went to my room to check, he said he heard no noise when my friend in the same room confirmed about he heard the noise. But both of us just felt it's useless to explain with him when he chose his opinion! Also first day when i checked in, when in a shower, i heard outside a big fight, a woman had come in the hall and shouted at him and both were shouting each other in Korean. I was scared. I've booked this guesthouse because of the location and it's rating. But after this incident, i don't trust the rating anymore! . Because it seems like the rating is from backpackers who don't really consider quietness and cleanliness as most of them came back to the guesthouse after midnight, some talked laugh on phone in the hall, some vomited in the toilet... My room was just opposite the hall door. For a terrible experience! So i had to check out before the experience made bad impact on my health (no good night sleep). I don't want to make a fuss about this incident but I think my conscience makes me to directly report to you, as you are their accommodation agency. I don't want to just post a negative review on the guesthouse as he would just come in and deny all. So talk directly to you probably more effective to protect other customers to fall in the same situation. He claimed i chose cheap price to stay in his guesthouse, so i could not be so sensitive about noise. But well, no one ever pay a small money to buy trouble. I mean if he was honest on the website and in his comments about his guesthouse, people have more chance to consider. This guesthouse is probably suitable for backpackers. And so the rating! I hope you step in and use your authority to talk reason with him. I have tried and failed. He just claimed my booking was non refundable, although heard my troubles.
Please help me to get refund and get him to be honest with his guesthouse photos on the website
Thanks a lot.

Read full review of Booking.com
Hide full review
ComplaintsBoard
C
3:43 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com inability to obtain refund despite cancellation of room.

Room booked at Quality Inn & Suites, Morrisville, NC. Arrival date 10/4/2018 departures 10/5/2018. Attached: Booking.com cancellation email. Visa Debit card used ended in 5517. It was linked to my checking account. Screen shot of checking account showing charge of 72.43 debited on 10/5 and with statement date of 10/8. Checking statement for account validation. Debit card to this checking account ended in 5517. Copy attached. Booking.com was called 7 or 8 times since 10/8. Each time have different excuse. Last Thursday they said they spoke with hotel GM and he assured them refund was processed that morning. Today, 5 days later, Booking.com said they called hotel again and said no record of refund being processed. Since 10/8 they promised me to give the 5 days to get me a refund from hotel and that if they failed, they (Booking.com) would refund me. It's been 16 days and they still refuse to refund me. I used Booking.com to prevent situations like this. Not to exacerbate them. I demand an immediate refund.

Read full review of Booking.com
View 0 more photos
Hide full review
ComplaintsBoard
P
3:23 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com booking confirmation

Related to booking - [protected] pin 0948.
Stay from 19th oct to 21st oct 2018

I booked the property 1 (on 15th Sep 2018) month in advance and received a confirmation.

I called booking.com on 12th Oct 2018 to confirm the stay and received another confirmation that my reservation is confirmed.

When i reached the property, i was denied the accommodation.

after several hours, i was given another property quite from the the site.

i then had to book another property at the same loction at double the price.

yet to wait from booking.com on what went wrong and what is being done.

Read full review of Booking.com
Hide full review
ComplaintsBoard
L
3:19 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com poor service

Re: booking [protected] (pin 3799) cancelled by bookings.com
I would like to draw your attention to the following:
My travel agent, ms. Lydia norval of reynolds travel, made and paid for this booking on 18 september, 2017, with a policy of no cancellation.
On 27 june, 2018 at 12:57, she received notification via email stating that 49-flat paris menilmontant was unable to accommodate my reservation due to water damage?. The booking was for 28 june 2018 at 16:00. I was due at the airport at 16:00 on 27 june, 2018 to catch my flight to paris, leaving me 3 hours to find alternative accommodation. To find and secure accommodation at that late stage was virtually impossible.
An hotel was proposed by booking.com as an alternative for me, but was unacceptable. I needed an apartment as my family was a party of 6 people, so that we could cook our own meals. We could not afford to pay for hotel or restaurant meals for 3 nights in paris (8 meals)!
Ms. Lydia norval searched for an apartment in paris, but none were available at the last minute at an equivalent price as it is high tourist season. The customer service agent who attended to the problem could also not find a suitable apartment. We thus booked an apartment at citadines place d'italie paris which was the best option we could find given the circumstances and at the last minute. The cost was 1243 euros.
After many phone calls and uploading information, I finally received the refund 11 weeks later.
I would like you to give this matter urgent attention. My booking was no cancellation policy. The apartment cancelled and I had to pay extra to find alternative accommodation at 3 hours notice. I would like the difference paid to me for the citadines apartment which accommodated me and my family at the last minute.
I cannot be expected to pay for a service that was denied to me, this is unethical business practice. Please respond urgently, and please note that I am expecting a full refund of the amount paid for the accommodation denied by yourselves under booking [protected].

Read full review of Booking.com
Hide full review
ComplaintsBoard
H
5:41 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com trying to correct a date error

Trying to correct an error:

- I wanted to make a booking for the same night on [protected] in Buffalo.
- Inexplicably and erroneously the app made the booking for [protected].
- I noticed the error immediately and contacted the hotel's call center by phone.
- I hoped to simply be allowed to stay one night early.
- Instead I was told the booking had been modified (after a really long time on the phone).
- The modified booking was ok - and I paid for the night the following morning - on [protected].
- Additionally the initial booking was also charged to my credit card account.

I have since tried to have this additional charge cancelled. Without success. See email correspondence below.

Is this really how correcting an apparent error is handled?

I sincerely hope that Booking and/or the hotel can be customer friendly and set this right.

I would be sorry to otherwise make this public in hotel and travel networks.

For more detailed information see Email conversation below

Kind regards.

Herbert Meier

-----------------------------------------------------
Herbert.[protected]@outlook.com
St. Wolfgangstrasse 91B
6331 Hünenberg
Switzerland
Mobile +[protected]
-----------------------------------------------------

Previous Email correspondence:
----------------------------------------------------------------------------------------------------

Von: Herbert Meier [mailto:Herbert.[protected]@outlook.com]
Gesendet: Donnerstag, 18. Oktober 2018 17:36
An: General Manager NY102; [protected]@choicehotels.com
Betreff: Re: AW: Complaint: Incorrect double charge

Jignesh

I did not cancel nor did I want a refund. It was an ERROR!

Why then was it not possible to simply stay there one night earlier - as was my intention all along?

Why was I charged again at your hotel?

Why was I on the phone for what I felt an endless time, if you now deny that my booking was modified? That series of calls must be on record "to monitor customer satisfaction".

Is your rude reply really all your "hospitality" organisation has to offer?

No way a small error can simply be corrected?

I am speechless and I am not taking this as an answer.

Regards.

Herbert Meier

Von meinem Samsung Galaxy Smartphone gesendet.

-------- Ursprüngliche Nachricht --------
Von: General Manager NY102
Datum: 18.10.18 17:20 (GMT+01:00)
An: Herbert Meier, [protected]@choicehotels.com
Betreff: Re: AW: Complaint: Incorrect double charge

Good Morning Mr Meier,

Greetings from Comfort Suite Buffalo NY.

Please find above attached details of your reservation and stay.
You have booked the stay for 9/30/2018 to 10/01/2018 on a no cancel pre- pay policy.(Please refer above attached information).
The reservation was booked with an Advance Purchase rate, which means it is non-refundable and non cancelable.

Regards,

Jignesh

On 10/18/18, Herbert Meier wrote:
Sorry, Amelita, but my name is Herbert Meier

I fear that you are a machine, Amelita.

But if you are not: if you read my mail properly you will notice that I have NOT CANCELLED the booking. I simply have asked that the erroneous date be rectified and ADVANCED by one day, which after a long time on the phone was CONFIRMED to me. I never made a new booking. And I never confirmed a charge of 80.88. At the hotel I was charged another amount and was never informed that I would have to pay anything in addition.

Also: Before reverting to you, Amelita, I HAVE CONTACTED the hotel directly, and did NOT get an answer!

@ GM.NY102 : I trust you are the GM of the hotel in Buffalo? In any event I am now also copying this message to jdesay. I can also give you a call if that helps to solve the issue.

Once again: Inexplicably the booking app proposed the date of the following day to me, I noticed that immediately after I made the booking, and I got somebody by phone to advance (not cancel!) the booking. Which apparently worked, as I was expected, when I arrived at your hotel.

I believe if you are indeed in the "hospitality" business, it should really go without further discussion to correct an apparent booking error. In this case it would have been very easy to just accept my initial booking and to let me stay overnight one day early without any further paperwork. Your hotel was not at all full that night.

Thanking you in advance for now helping me.

Kind regards

Herbert Meier

-----------------------------------------------------
Herbert.[protected]@outlook.com
St. Wolfgangstrasse 91B
6331 Hünenberg
Switzerland
Mobile +[protected]
-----------------------------------------------------

Von: [protected]@choicehotels.com [mailto:[protected]@choicehotels.com]
Gesendet: Donnerstag, 18. Oktober 2018 12:45
An: Herbert.[protected]@outlook.com
Betreff: RE: Complaint: Incorrect double charge

Dear Anthony Figueroa:

Thank you for your inquiry concerning your stay at the Comfort Suites Buffalo Airport Ridge. Your business is greatly appreciated.

I found out that you had another reservation for 9/30/18 with a rate $80.88 at the hotel. The reservation was booked with an Advance Purchase rate which means it is non-refundable and non-cancelable. You may contact the hotel directly for assistance at [protected] or send them an email at [protected]@glfhospitalitygroup.com.

I apologize we cannot further assist with this issue, however we appreciate your business and looking forward to serving your hotel needs in the future.

Sincerely,
Amelita

Your Customer Care Advocate

Guest Relations Department
[protected] M-F [protected] CST, Weekends [protected] CST
[protected]@choicehotels.com

cc NY102 9246991
________________________________________
From: Herbert.[protected]@outlook.com
Sent: Thu Oct 18 2018 03:24:16 GMT-0700 (US Mountain Standard Time)
To: [protected]@choicehotels.com
Subject: Complaint: Incorrect double charge
Ladies and Gentlemen
I have not had a reply to my below email to your GM in Buffalo.
Please recommend to me what I will have to do now.
I don't intend to accept the double charge, I only stayed one night.
Thanks and kind regards
Herbert Meier
-----------------------------------------------------
Herbert.[protected]@outlook.com
St. Wolfgangstrasse 91B
6331 Hünenberg
Switzerland
Mobile +[protected]
-----------------------------------------------------
_____________________________________________
Von: Herbert Meier
Gesendet: Montag, 15. Oktober 2018 21:38
An: gm.[protected]@choicehotels.com
Betreff: Incorrect double charge
Dear hotel management

I am writing to you in order to have an erroneous credit card charge corrected.

Overnight stay from 23 September 2018

I stayed at your hotel during the night of 23 September 2018.

I have paid the amount with credit card, and was also correctly debited with date September 24, 2018 on the credit card invoice. The related invoice can be found in the attachment.

Additional charge due to booking error

In addition and without invoice I was charged an additional amount of USD 80.88 by your hotel, date September 23, 2018.

The presumable explanation is this:

I made that booking with Booking.COM on the same day only a few hours before, and the app gave me the wrong date. I noticed the error one minute too late and then immediately called your firm and asked that I could stay at your house that very evening instead of one day later.

In a whole series of telephone conversations, the correction of the error and the advancement of the booking was confirmed to me. However, the additional amount was charged to my credit card without my knowledge and without an invoice.

I ask you to correct this obvious error and cancel the credit card charge.

Thank you and kind regards

Herbert Meier

-----------------------------------------------------
Herbert.[protected]@outlook.comSt. Wolfgangstrasse 91B
6331 Hünenberg
Switzerland
Mobil +[protected]
-----------------------------------------------------
< Datei: 181024 Comfort Suites NY102.pdf >>
--

General Manager
Comfort Suites - Buffalo Airport
901 Dick Rd.
Buffalo, NY 14225
[protected] (Phone)
[protected] (Fax)
gm.[protected]@choicehotels.com

Read full review of Booking.com and 1 comment
Hide full review
1 comment
Add a comment
T
T
Tracy
,
Oct 22, 2018 2:27 pm EDT

This happened to me too! Five minutes away from hotel made reservations for 20th showed up found out reservations were gor the 21st. The woman at the desk said she cancelled my reservation but I would need to contact booking.com there is no phone number to call them. Bait and switch!

ComplaintsBoard
S
4:10 am EDT

Booking.com charge for hotel I did not stay at

I have been charged £22.98 for a hotel when I have never heard of that hotel and doubt if it even exists. I was in Portugal at the time, not Amsterdam!
Details of the charge below:

Debit card ending: 4233
Transaction date: 10OCT18
Organisation: HOTEL ON -
Other info: BOOKING.COM, AMSTERDAM NL, EUR 25.00, VRATE 1.1373, FGN PUR FEE 1.00

I would be grateful if you would look into this matter with expediency and refund the money.

Read full review of Booking.com
Hide full review
ComplaintsBoard
D
2:57 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com booked a room in my name using my credit card without my authority

$400.00 was taken from my account by a hotel in sydney through a booking from booking.com. I stayed in a different hotel at the same time they say I booked a room. They had a wrong email address, there were no funds on the card they used to pay for the room, because I only transfer funds into my account when I am paying for something! I have used booking.com before and it seems as though they have kept my details on file (although they got my email wrong). The only reason I knew they had taken money out of my account is because I checked my bank account and noticed $400.00 missing. I received no email notification, sms, no invoice, no phone call, nothing whatsoever. I have asked booking.com to refund the money back into my account but they are playing hard ball.
My friend sent me a link to a room he was going to book in a totally different hotel the day before I booked this other room? WHAT? None of it makes any sense. At no time did I even look at booking.com because my friend had already organised it and I paid him cash on the night. I have sent a screen shot of my total history for the day they allegedly say I booked a room with them, and it shows no history of the hotel I was supposed to have booked a room nor the website booking.com.
I have reported the matter to my bank, and if I don't receive a full refund then I will lodge a report with the police, consumer complaints and in the small claims court as there will be footage of me entering a different hotel room on the alleged night in question.

Read full review of Booking.com
Hide full review
ComplaintsBoard
H
5:11 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com hotel room

Hello, I just wanted to make a complaint about the price you advertised for a room I have booked. You showed the room as 613 GBP so booked the room however after I had made the booking the tax was included afterwards bring the total up to 748 GBP. As this booking is not refundable I find this unacceptable. Nowhere through the purchasing options did it say how much the final cost of the room would actually be. I actively avoid websites that do this ie show a price minus tax and this is the first time this has happened with booking. Sufficed to say I am not pleased. The booking was for hotel Hugo in New York for a three night stay.
Booking no [protected]

Read full review of Booking.com
Hide full review
ComplaintsBoard
G
4:37 pm EDT

Booking.com hotel reservation with budget inn expressway hub rohnert park california

On [protected], I get and viewed rooms on Booking.com around 5:30 pm. I looked at Budget Inn Expressway Hub on Rohnert Park California. The cost was 192.66 including tax. I was assured that giving my credit card number was okay. That credit card would not be used. There was nothing on the web site stating that there was a cancellation fee. When I viewed the information, I was assured that if I did not use the room, I would not be charged.

A couple hours later, I wasn't able to use these reservations so I went back to Booking.com and hit the 'cancel" button. This was when I got a message that said the cancelation fee was $192.66. I've sent numerous messages to Booking.com telling them to remove this cost. I have gotten several different responses. One was that I would not have been charged if I had canceled 24 hours in advance. I replied that since I made the reservations, that would have meant that I would have had to look in the future and cancel reservations that I had not made yet.
Now Booking.com has said I have to deal with Budget Inn Expressway Hub in Rohnert Park Ca. My transactions have been with Booking.com and I expected them to honor their ad. Please remove the $192.66 from my capital credit card.

Read full review of Booking.com
Hide full review

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.

2. Wide range of options: Booking.com offers a vast selection of accommodation options, including hotels, apartments, villas, and hostels. Users can choose from budget-friendly options to luxury properties, depending on their budget and preferences.

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

Expand Collapse all
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.

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Booking.com contacts

Phone numbers

+44 203 320 2609 +1 (888) 850-3958 More phone numbers

Website

www.booking.com

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with Booking.com?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Booking.com Customer Service. Initial Booking.com complaints should be directed to their team directly. You can find contact details for Booking.com above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about Booking.com. Discuss the issues you have had with Booking.com and work with their customer service team to find a resolution.