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4.2 8196 Reviews

Booking.com Complaints Summary

124 Resolved
1532 Unresolved
Our verdict: If considering services from Booking.com with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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1:48 am EST
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Booking.com confirmation number: [protected]

We checked in Briza on the afternoon of 2nd Jan. We had booked family villa with 2 bedrooms. One of the rooms had horrible smell. We called the staff, they checked and told us that they would change our villa. The whole of that evening we spent looking for similiar villas with 2 bed room and some of the other villas had a similar horrible stench. Finally, the whole family was separated into 2 parts for that nights sleep.
The next day, I again approached the Manager for a solution and the same story...they kept on showing us some vacant rooms and by evening finally again separated us to sleep in different rooms at different locations.
Out of the 3 nights stay...we wasted 2 full days looking for rooms and running around the property.
Finally on the 3rd night there was no smell from the originally allotted room and we could spend our family time together.

I called the local Booking.com number. There was no response neither on 2nd of Dec nor on the 3rd of Dec. Numbers were +66 [protected] & +66 [protected]

We spent B 15600 for three nights out of which 2 got wasted.
We spent B 20000 just to get to Samui for holidays and we wasted 2 days just looking of a room.
Holidays were destroyed and so were the moods.
I seek compensation for the financial wastage as well as counterproductive moods caused by the property for no fault of ours at all.

I seek a a total refund including my ticket charges from Bangkok to Samui for 4 people along with the Ferry, Mini van etc charges that would work out close to Bhat 50, 000/- [This excluding out personal expenses]

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2:05 pm EST
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Booking.com charge for a reservation I never made

My Visa card was was charged for a nights lodging at the Hilton Reykjavik Hotel for the night of 9-12-17, I was still in Seattle WA on September 12. We flew to Iceland on September 15 and returned on October 12. When I saw the charge on my Visa card, I contacted the hotel and they told me the booking was made through Booking.com. In contacting Booking .com, they asked for my booking number and, or course, I had no booking number. I wrote a letter to both Booking .Com and to the Hilton in Reykjavik, stating that I was still in the USA on that date. Booking.com refuses to give me a refund to my Visa card. Visa has tried on my behalf.
I will never use Booking.com as they are not reliable. It may be that someone used my credit card number since, I made other reservations through Booking.com for the trip.

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4:52 am EST
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Booking.com bad management attitude, we couldn't check in at the property

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

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12:50 pm EST

Booking.com never received confirmation number.

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

TO THE CEO 11/17/17

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

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

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

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

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

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

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

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

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

Hello Magdolna Berezvai,

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

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

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

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

Best wishes,

--

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12:39 pm EST
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Booking.com booking.com protect scamer againist me

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

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

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

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

I sent a complaint to booking, in the same day

later the owner reported that I didn't show!

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

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

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

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

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

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

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

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5:08 pm EST
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Booking.com sold a room in this hotel booking. con

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

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8:04 am EST
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Booking.com failure to fulfil basic conditions

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

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

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

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

Thank you.
ieva stoncikaite

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Booking.com blackpool

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

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Booking.com cancellation of reservations because I asked a question that the host wasn't comfortable with

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

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3:05 am EDT
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Booking.com unauthorised use of credit card & double charge

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

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2:50 pm EDT
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Booking.com false advertising & information

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

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Booking.com I am complaining about unpredictable room price

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

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

Thank you so much.

Regards
Ruey

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Update by Ruey T
Oct 31, 2017 9:20 am EDT

CONFIRMATION NUMBER: [protected]
Check-in
Tuesday, 21 November 2017
from 14:00
Check-out
Wednesday, 22 November 2017
until

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9:49 pm EDT

Booking.com 10% refund after your stay is a fraud

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

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3:02 pm EDT
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Booking.com orion hotel group accommodations standards complaint

Dear Management

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

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

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

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

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

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

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

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

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

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

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

Regretfully,
Anel

Anel Botes
[protected]

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2:16 pm EDT

Booking.com hotel belvedere old street

Before Check-in:

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

Check-In:

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

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

On Arrival in Apartment:

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

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

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

Overall Experience:

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

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

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Booking.com unauthorized credit charge

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

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11:16 am EDT
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Booking.com overcharged

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

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pobarjenkins
Minneapolis, US
Oct 29, 2017 2:53 am EDT
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Did you try asking the front desk or a manager about the pricing difference?

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12:46 pm EDT
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Booking.com book apartment

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

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Booking.com booked apartments

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

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6:47 am EDT
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Booking.com charging extra amount

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

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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

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Is Booking.com a legitimate website for booking accommodations?

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

Can I trust Booking.com with my personal information?

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

Are the reviews on Booking.com genuine?

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

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

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

How reliable is Booking.com's customer service?

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

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

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

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

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

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

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

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

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

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

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

Is Booking.com affiliated with any reputable organizations?

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

How long has Booking.com been in business?

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

Are there any known scams associated with Booking.com?

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

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

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

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

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

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

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

Are the star ratings on Booking.com reliable?

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

Does Booking.com guarantee the lowest prices for accommodations?

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

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

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

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Booking.com contacts

Phone numbers

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

Website

www.booking.com

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