Booking.com
reviews and complaints

I booked Holiday Inn Ottawa East through booking.com in Ottawa at from Feb 17-18, I have booked two double rooms each for two nights, and I made some changes to my reservation that change one double room to one bedroom suite. But when I checked in, I found out they didn't make any changes to my reservation and messed up my reservation totally. They booked me one double room with 3 nights and the other double room for one night. But I need two rooms to stay two nights! Under my pressure, Holiday Inn changed my reservation to two nights for two double rooms. Issue appeared when we checked out, I found out they cannot process my payments while I can clearly see my credit card have already being held for such amount of money. I have to use my friend's card to pay it and I find out they have charged me twice on my credit card. I'm the genius member of this company and they still cannot refund my payment. They sucks

I booked on booking.com and found it cheaper on another site same day. So I followed the process for a pricematch, they have a guarantee, well it took 3 days for them to check and they only checked because I called. Then price went up so no pricematch. Terrible customer service and take down your guarantee. I travel all the time and will go out of my way to not book through this site.

Rose Well Country House Magaliesburg South Africa.
Unfortunately the very next day it was established that it eas not suitable for my pets so it was cancelled immediately. However they were so quick to draw out the money. Now ive been messed around for almost ten days waiting for the reversal. And i neef this money urgently
Please can you assist in sorting this out.
I usually use and recommend booking on your site all the time but have now been extremely disappointed. Thought this was a reliable source of booking.
Jenny Sartor
[protected]

I booked a room for a friend on her way home from staying with me. I inadvertently gave her old email address for her to receive the booking confirmation. I realised immediately what I had done and went back to correct it, which I did as I was able to add another email and change it as her primary email. She received an email from booking.com asking her to register but all attempts failed. I called customer services and was given a load of spiel that they could not help as they needed the booking number which neither of us had. They could not help for security reasons, and the fact that I didn't have the booking number. What rubbish. So I was left not knowing whether the hotel was booked or not and no one would give me answers. I then called the hotel who were very helpful and we resolved the problem..I will never use this company again as there is NO customer service. Furthermore, I cannot find a complaints contact regarding hotel bookings, so am resorting to this site.

I wanted to book a hotel in Manchester and the one I found said 'reserve now, pay later', however they've attempted to make the full payment today which I do not have. They were useless on the phone and said it was my fault for selecting non refundable even though they all say that they're non refundable for the hotel I chose (see pictures) but they all say 'pay later' aswell, it was very unclear about the rules! It should quite clearly state that the payment was needed the day of booking, absolute joke this company and the hendham house in Manchester! Not helpful in any way and are just blaming me for the whole thing.

Being a retired educator I find the new kindergarten commercial extremely rude to educators, it is not funny! It is not an easy job, especially when parents have very little respect for educators as is. No it's not funny, it's disrespectful!
People truely have these misconceptions. If a classroom was like this it would be because parents "Do Not teach their children to behave properly in the first 5 years".
People that educate do it because they want to help society, not for the money. I don't see people disrespecting business CEOs ( that make a lot more money) in this way.
A great deal of former educators ( save money for retirement) so they can travel. I Will Not Be Using Booking.com

Dear sirs,

I was booking on 01.03.2017 via your glorious booking.Com webpage after a long time again a hotel and i deeply regret it, because nothing has changed. Your offer did not mention anything about cancellation fee - and this is why i cancel this booking. Already yesterday immediately after receipt of your booking confirmation - there and only there and at no time earlier - you stated the conditions of cancellation. And now i cancel this booking because this a delusional sales behaviour which i don't accept at all. And i expect from you that you send immediately confirmation about a free of charge cancellation and also instruct the hotel accordingly. I will for sure instruct my bank to return any charge which should be charged to my credit card. Furthermore i will spread both on facebook as well as on any webpage i can find and also on instagram about a further anti customer behaviour of your company. There is already written a lot about similar cases and you still proceed - so this is a deliberate misrepresentation of facts and a deceit and fraudulent concealment of the complete offer package. At no time on the booking screen there was anything clearly mentioned about cancellation fees! after booking suddenly it is mentioned!

the absolute 100% impertinence is that you are mentioning that it needs up to 48 hours time till the hotel will confirm - so they can take 2 days to move their fingers on the keyboard but you expect me as customer to pay cancellation fees when i cancel 5 minutes after booking? these are real mafia methods.

I expect your cancellation confirmation by return mail until tomorrow 03.03.2017, 4pm cairo time.

Br
kmfahr

Upon arriving at the hotel that I reserved and paid for through Booking.com I found out that the hotel was holding two bookings under my name. I politely informed them that I had reserved only one room. However, as both the reservations held via Booking.com were subject to 100% cancellation penalty I was charged for the second room. I queried this via email with Booking.com and was not even afforded the dignity of a response. I called and spoke to a representative who informed me that I had made two bookings within 5 minutes of each other. How is this possible? The Booking.com representative seemed totally uncaring. Issue not resolved.

I am furious with booking.com. I booked a hotel that said no pay until you arrive. Yet I was charged a significant sum 4 months in advance without my permission. I of course cancelled our stay. I Have emailed booking.com many times now without any reply. The hotel in question has said it will take up to 3 weeks to refund me which is not acceptable. AND NO Response from booking.com.

I would urge people not to use this company that treats their customers so badly.

I booked a hotel stay via www.booking.com and had a bad experience with then. These guys gave me nothing but trouble and I will never use their service again!
When I booked my room there was one price and after I paid I noticed that they charged more. I contacted Booking and asked what was the reason and their rep said that price has changed so they took more. Are you kidding me?
I decided to book a room and between that decision and money deduction there was a 5 minute difference! They claimed that while I was filling all the necessary information price has changed! What a scam! And of course they refused to cancel my reservation, because they didn't want to give my money back. These people are not to be trusted!

Address for this hotel is 2192 Mount Zion Parkway, Morrow, GA 30260

I Booked an Executive Suite for 109.00. I was given a standard room with no exhaust fan in the bathroom. I ask the hotel clerk about not have a fan in the bathroom. She stated, " all our rooms are the same there are no exhaust fans in the bathrooms because the rooms are being redecorated because of a fire. Therefore, it would be useless for me to put you in another room." Secondly, people in the room above room 222 stomped over my wife and I heads all night long. Therefore, we didn't get any sleep.

Why would you book me a room like this one an call it an Executive Suite? The money I paid for this room overnight I could have stayed at the Drury Inn and Suites and gotten much better service! This is outrageous! I am a first time customer and I plan for this to be my last. I also found out from another customer that the room I was surpassed to have was given to another customer.

Dear Customer Services

I am contacting you because I have an issue that I would like to raise. This relates to: Online travel agent.

My issue is that I made a booking for a hotel, booked a double room, that i assumed was for two people, but actually it only covers myself. I have tried to ring hotel many times, sent direct messages to hotel, called booking.com they tried to ring them with no success. All I wanted was to add my boyfriend to my room, which I am of course happy to pay for extra person? However give poor communication I'm wish to cancel this booking, unless the issue is resolved in next 24hours. I can't see how this is a big task to add a person to an already paid for double room- space should not be an issue, but booking.com have not been helpful and the hotel is uncontactable. Shocking service.

I had a bad experience with Booking and would not recommend them.
I booked a hotel stay in New York and paid the full price.
They took my money right away but did not send me any notifications. I tried to reach someone from Booking but there was nothing but silence and they did not reply. Then I decided to contact the hotel and ask about my reservation. Hotel manager was surprised when I told him that I just made a reservation 20 minutes ago. He said that they did not have any free rooms and everything was booked weeks in advance! So literally hotel was full but on Booking it was said that rooms were available!
I'm still trying to get my money back, but Booking ignores me and I have no idea what to do. I really need help with this! I want some explanations from Booking and I give them last chance, otherwise I'm reporting them to the police and will hire a lawyer.
Everyone, please beware and don't use Booking!

I searched for hotels in Whitchurch on booking.com website and decided to book McDonald Golf and Spa Hotel. The picture of the Hotel had a green flash across is saying "breakfast included". Surely this entitles me to actually assume that breakfast is included? But no, not accordingly to Booking.com - this will be an extra £20 per person. This appears to be a deliberate way of misleading customers and must surely be in breach of laws of advertising and misrepresentation. They must surely deliver the booking as advertised? Booking.com are refusing to deal with this complaint or refund my money.

Booking is willfully violating eu and us sanctions against russia, which are in place due to russia's military aggression in donbas, ukraine, and because russia invaded and occupied crimea.

This is not right!

Booking has no scruples - money above humanity.

Never again will I use this dutch company, the dutch slave traders are again violating human rights and cooperating with the russian kremlin mafia.

I stayed at this place on the 13th January 2017 with my 2 adult children. This place is nothing like what is on your site. The pillows and doona were full of mildew and sweat stains. Cockroaches mould dirt and use cotton buds at the end of our bed. My children woke up with bed bug bites over their bodies and blood and dead bugs on the sheets that we slept in. Spoke to management and they said they would clean for next time. We WILL NOT be going back we had to pay the full fair. Please Booking.com take this place off your site. I have had booked many holidays through your site over the years and have been extremely happy and have referred lot of people to book through you. This is very disappointing and embarrassing for all involved.

Kind Regards

Belinda Kitchen

I did make a tenth of reservation via booking.com. And only in one hotel I get a big problems and I did write a comment to booking.com about this hotel. So guess what, the hotel owner did answer that I did not pay the bill and left. I did contact to booking.com several times by phone from india, myanmar and cambotia which one coast me several houndred dollars, for that they do something about it but no, as they earn more money from the hotel then the regular costumer, they don't give a ####, I am 50 yo honorable man who will never left the hotel without paying, but they dont do nothing for that. There is similar comment in trip adviser about this hotel (meditation palace, new delhi) so booking.com care you if you are happy but in case of problems, they care from where they earn more money!

I have always booked accommodations via booking.com where there is free cancellation available. I book more than one accommodation for the same dates and closer to the time cancel all but one within the Free Cancellation period.

My online booking.com profile is the proof for that.

I had booked a room at Apartment Caprice which Booking.com informed me was no longer available after 1 week as informed by Apartment Caprice for the dates I was looking : 30th Aug - 2nd Sep 2016.

Booking.com and not Apartment Caprice suggested an alternative accommodation directly and I confirmed back to them that I was ok with the alternative.

Apartment Caprice also confirmed the booking via the booking.com message box that the change to the room is confirmed

With this change in room at the same hotel, I expected to see the accommodation appearing on my Booking.com profile which it never did.

Booking.com failed to tell me that the booking was going to be direct with the Apartment Caprice going forward and not via Booking.com website.

Apartment Caprice also failed to mention this in their message which they sent via booking.com message box

After coming back from my holidays, on 15th Sep, I discover I have charged the full amount of 3 days stay by Apartment Caprice which is CHF:600.

As I have mentioned above, 4 main reasons why I should be refunded all my hard earned money:

1) The alternative accommodation was suggested by Booking.com and not by Apartment Caprice directly via email. Booking.com was dealing with the booking on the Apartment’s behalf so any customer would think that all the transactions will be through Booking.com

2) Booking.com did not specify in the emails sent on 7th July and 13th July to me that the booking with Apartment Caprice is going to be direct reservation going forward and not managed through my Booking.com profile

3) Apartment Caprice confirmed the booking through Booking.com message box and not a direct email was sent, which again confirms to me that the booking will be managed by Booking.com.

4) Apartment Caprice never sent me another email regarding my no-show and that they are going ahead and deducting the full amount – they failed to inform me this and this is unprofessional.

I raised this issue with Booking.com and after more than 4 months of many emails back and forth they still won’t accept its their mistake and want me to drop the case.

For the mental torture, I probably should sue both Booking.com and Apartment Caprice

Since lack of proper communication from Booking.com and Apartment Caprice has lead to the issue. The issue with the rental money should be resolved among them and Apartment Caprice should refund the amount CHF.600 deducted from my account on 15th Sep as soon as possible

I am a Canadian consumer. I booked a one night stay at Vdara hotel on booking.com. The booking is free cancellation and on the side of the booking, it states, "Information on how to pay will be sent to you after you book." Then the credit card field states "Needed to hold your booking." I booked with my Canadian credit card as that was the only card I had at the time of booking and thought that I would update the hotel with my American credit card when I call me to verify payment. The confirmation email came and under the prepayment terms state this "Payment before arrival is required. Your host will contact you after you book to arrange it. You will be charged a prepayment of the first night after reservation." Since my booking is for one night, I was sure that the hotel will contact me first before charging me. I was wrong and the hotel charged my card. A few days later I see the charge and contacted booking.com. Due to a 2.5% currency conversion fee being charged, I was upset that they did not contact me first like it is stated on the terms. I spoke to multiple reps and they all understand my perspective. Even though there are spots that you will have to hover the mouse over to have some text show "you will be charged a prepayment of the first night after reservation." I did not see that during my booking. The confirmation clearly states the hotel will contact me. I cancelled the booking because I am not pleased with the service and even though so many of the reps at the booking.com call center agree with me, the managers refuse to take responsibility and refund the cost difference of under $5 CAD. The managers are argumentative and have no customer service skills. DO NOT book with booking.com. There are many other third party websites that offer better deals and are clear on the terms and conditions.

I made a booking for a 7 days stay at this hotel checking in on the7th of january 2017. This was mainly based  on the following, proximity to business client, free wifi, parking (Stated to be available on site) when I got the hotel last night I found that there was no parking available an that the parking lot was full. I spoke to the receptionist who apologised several times after I was told her that I had confirmed with the hotel by telephone before making the booking. I was told by the hotel staff member that parking was available. Following this I made the booking hoping for a peace of mind.
However, on getting to hotel there was no parking available as already stated above. I was then told that if at all a parking space became available out the only 4-5 spaces available for the whole hotel, the parking charge is £12 per/night.   in total I would have to pay £84 for the 7 nights with parking not guaranteed. Also the fact that as I found out then from posters in that hotel parking costs £ 30 on event days.
The receptionist then advised me that I should drive to the nearest holiday inn and park there at a charge of £12 per night. As I was tired from a very long journey with no-where else to go, I did go look for parking at the holiday inn and there was no parking available. There was no other nearby parking available and also the hotel drop off area had cars parked there with no parking available on site it meant I could not park. I made a decision to go back to reception (Risking a parking ticket)  and managed to compromise for me to off-load my heavy luggage for a 7 days stay.
I managed to stay overnight but with the fear that my car was not parked safely and I was at the mercy of the hotel staff.
The other available parking lot available only on wembley stadium event days was simply unaffordable as it is charged by the hour. As I gathered there was no usable parking nearby to enable me to stay at the hotel without suffering great inconvenience.   
This meant I was forced to check out at 7am this morning for something that could have be avoided had this site been specific about the parking restrictions, the applicable charges and none available to very limited parking  most hotels show the £ sign on booking. com clearly shows parking is chargeable. At least this would have made me look for another site. This information that they have advertised all over the hotel about the cost of parking at the hotel site is not reflected on booking. com. This is misleading and very costly as in my case. As I was forced to check out for reasons caused by misleading advertising I would like to be refunded for the remaining nights I have not used.
When I then asked to be transferred to a different ibis hotel in borehamwood, I was told this could not be done and that i would have to make a new booking at that hotel.

The decision to check out early the next morning was a difficult one. However, I had no choice but to check-out due to not being guaranteed parking on or around the area due the wembley stadium event days parking restrictions throughout the brent borough. This is why I needed a hotel with parking based on room availability for the days for my stay.
This has caused me to move to a different hotel 2 miles away with chargeable parking as advertised on their website on booking. com. At least here I can park on the hotel grounds without wondering where I would leaving my car every night for seven nights in a row.

I have nothing but praises for the hotel reception staff as this was beyond their job roles. They tried their best to re-assure me when I raised my complaint. The hotel facilities are excellent. The staff told me they would inform the hotel manager when he comes in. However, I am rather stunned that no management from either the hotel or boooking. com has responded to my complaint and request for a refund.
I look forward to your response in resolving this matter.
Susan mpofu