Booking.com’s earns a 1.3-star rating from 35 reviews and 1687 complaints, showing that the majority of travelers are dissatisfied with accommodation bookings.
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Replied
credit card number not valid
Booking. com website won't accept my credit card number ("please enter a valid credit number") , although I entered the number perfectly correct and it worked well on expedia.
Impossible to contact the company as there is no phone number and not even a contact form on the website
The complaint has been investigated and resolved to the customer's satisfaction.
We're sorry to hear about an issue with a credit card while you tried to make a reservation. As already confirmed a valid credit card is needed for reservation. Alternatively you can make a booking using someone else’s card. For some extra information regarding credit cards please check our FAQ: http://bit.ly/hiFJ2g. You can also contact us directly via: http://bit.ly/hiFJ2g.
Regards,
Booking.com Team
Replied
misleading content
A few weeks ago I made a booking through booking.com for Star Hotel B&B in London. During the booking process the statement "there will be no fees charged on my credit card" was often shown. Beside that the hotel policies also stated that there would be no costs charged on my credit card. Although they did refer to the room description which could differ from the general hotel policies, but also the room description said that there would be no deposit fees charged on my credit card. I received a booking conformation by email. I will highlight only the important information about the cancelation and payment policy in the same order as in the booking confirmation:
Room description: No deposit fees will be charged
Cancelation policy: With a cancelation before 3 days of reservation date, no costs will be charged. Within 3 days 1 day will be charged. Cancelation until 27 October 0 costs
Hotel policy: Hotel policies can differ according to room type. For cancelation policy and deposit fees check the room description
Credit card/ guarantee/ paying information: All payments need to be done in the hotel, unless described different in the hotel policies or the room description
Important information: In the last sentence is written that 1 day will be charged in case of a booking more than 5 days, and this is non refundable.
Because I did not expect information that was in contradiction of the hotel and cancelation policies, I did not read this last sentence anymore.
A few days later I found out that there was 92, 04 Euro deducted from my credit card by Star Hotel B&B London. I wrote an email to booking.com to ask for an explanation. I received following answer of booking.com:
6/10/2011
Dear Berto V.
Thank you for contacting Booking.com.
Please be advised that following your recent email, the hotel does charge the first nights fee if a booking has 5 or more nights.
This information is highlighted under 'Important information' on the hotels page on our website. [see below]
=== For booking of 5 nights or more, the hotel charges a non-refundable deposit equivalent to one nights' stay. ===
Please feel free to contact us with any additional questions.
Thank you again for choosing Booking.com. We wish you a very pleasant stay at Star Hotel - B&B
Kind regards,
Ryan H.
Customer Service Team
After reading this email I wondered why booking.com would want to give such misleading information on their website. This last sentence of the whole booking was completely in contradiction of all the information given before. I wrote them a complaint about this, and received the following answer:
9/10/2011
Dear Berto V.
Thank you for contacting Booking.com.
We apologise for any confusion this issue may have caused.
Hotels can set restrictions for their property and they have it listed online separately from the cancellation and deposit policy because of how the system works. The computer system is unable to change the details in a policy based on a restriction. The hotel will list the restriction separately to make guests aware of the restriction and its effects on the policy. To protect the hotels, the restrictions do supersede the general policies and are set by the hotels.
Once again thank you for contacting Booking.com. Please contact us if you have any concerns or questions.
Kind regards,
Sarah M.
Customer Service Team
So booking.com will not take the responsibility for the content on their own site, because of how their system works? I wrote them an email again to ask why they blame the system and I received following answer from booking.com:
15/10/2011
Dear Berto V.
Thank you for contacting Booking.com.
We are sorry to hear of your continued dissatisfaction in Booking.com and the Star Hotel - B&B. I completely understand your frustration and sincerely apologise for the time it is taking to resolve your concerns.
I appreciate that it is very likely that you selected the Star Hotel - B&B in part because of its description and facilities as advertised on our website. However, as previously mentioned, the hotels themselves are responsible for all the information provided to you. Booking.com acts as an intermediary between the guest and the hotel and is therefore responsible for delivering the reservation correctly to the hotel. Once the hotel has confirmed the reservation it then becomes their responsibility to accommodate the guests.
I have called the hotel and have kindly requested that they make an exception and refund you the amount for the first night. Unfortunately the manager Luigi is not willing to make an exception and explained that on the website it states before and after making the booking that when booking 5 nights or more a non refundable deposit is mandatory. He explained that he has refused many people for this period you have booked and can not afford to loose all those days, hence this policy.
Should you wish to pursue this complaint further, we advise you to contact the hotel directly and speak with Luigi the manager on the details below.
Star Hotel - B&B
Phone: +[protected]
Fax : +[protected]
Email: [protected]@star-hotel.net
We would like to confirm that we have documented your concerns and valuable feedback.
Again, I am extremely sorry for the disappointment that this has caused you. We hope that despite this unfortunate situation, you will consider using Booking.com in the future.
Kind regards,
Simon S.
Customer Service Team
So now they blame the Hotel for the misleading information on their site. I wrote them an email again to ask why they now blame the hotel, and I received following answer from booking.com: (this time in Dutch)
16/10/2011
Geachte Berto V.
Hartelijk dank dat u contact heeft opgenomen met Booking.com.
Ter verduidelijking stuur ik u nogmaals de tekst die vermeld staat op onze website, onder het kopje " Belangrijke informatie".
==Voor boekingen van 5 nachten of meer brengt het hotel een niet-restitueerbare aanbetaling in rekening, gelijk aan de kosten van 1 overnachting.==
We begrijpen dat u hier over heen hebt gelezen en dat u zich hiervan dus niet bewust was. Dit vinden we erg vervelend.
Echter, op het moment dat u boekt gaat u akkoord met de voorwaarden van het hotel. Het is dan ook uw verantwoording om deze voorwaarden en informatie door te lezen, alvorens u hiermee akkoord gaat.
Mocht u nog vragen hebben, aarzel dan niet om contact met ons op te nemen.
Nogmaals bedankt dat u contact heeft opgenomen met Booking.com. Wij hopen dat wij uw keuze blijven voor uw toekomstige online reserveringen.
Met vriendelijke groet,
Iris K.
Customer Service Team
For the ones who don't understand Dutch, now they blame me, the customer. I am responsible for reading all information, even it is in contradiction of the hotel policies, the cancelation policy, the room description, and the payment guarantee. Not once they took their own responsibility for the content on their site, which is very misleading. I am still on a holiday, but when I come back I will counsel I lawyer. I have given booking.com more then enough options to come up with a proper solution. They do not take me serious. Even though I always sign my emails with my own name as well, they only signed their answers to Berto V. my partner. In the subject of my last emails I asked an answer from a Manager, but they didn't felt the urge to apply to my request.
The complaint has been investigated and resolved to the customer's satisfaction.
Your feedback is very important to us, we will send you a direct message and are looking into this for you.
Kind regards,
Your Booking.com Team
I have had similar experience when booking to go away for a few days on the 3rd July for 3 nights at the penmarnja apartments and we clicked to reserve it as it says no prepayment needed and free cancellation before the 28th June. So two later I'm checking my bank and had a shock that the Full amount had been taken out straight away! We wasn't 100% on the location as we was unsure on where to go.
So anyway we decided we needed to change it anyway so I rang booking.com and the man was really rude saying every place has a different policy and I should have their policy well everywhere I have stayed has never taken the money out early so I thought it only says no prepayment needed' when it's nessacary. This is false advertisement. Discussing.
Similar situation but hopefully a different outcome!
I booked a room with booking.com on Monday, May 23, 2016, at 19:36:46 [CET] for check in on Saturday, May 28, 2016 at 3:00PM as it was informed on the website. Unfortunately the group planned to go on the trip fell back short and we had to cancel the trip, and the hotel booking through booking.com was canceled 1 minute after booking as stated on the cancellation email; Canceled on Monday, May 23, 2016, at 19:37:10 [CET].
Right away I was charged on my debit card (wrong move, should've paid through my credit card but since the group made a Venmo account to refund me for paying the hotel I thought it would be easier), the charging was just as fast as my request to cancel for the booking. No refund information was stated on the email of the cancellation, just a stated amount saying Total cancellation cost US$ 0 I emailed booking.com on Monday morning and still haven't received anything. The hotel policy that I booked through booking.com states Cancellations must be made at least 48 hours prior to arrival to avoid forfeiting the deposit amount. Cancellations must be made through the same reservation channel that you originally booked the room or package.
My cancellation was made way prior to my arrival date, and the deadline to cancel the request. I haven't been contacted back whatsoever to provide more information in what I should expect, since my question on the email requested for more information how everything would proceed.
as a hotel owner your booking made with booking.com is that a booking. they charge the hotel a commission for the booking
the booking cannot be cancelled by the hotel, only the booker can cancel. see the individual hotels cancellation policy.if you cancel within the policy rules you will not be charged . if you cancel within 24hours of your stay you will be charged the first night. if you do not turn up you will be charged the first night unless the hotel has a different policy. you must read all the terms and conditions not just the first page that only generally covers booking.com further reading will reveal the hotels terms and conditions
Sorry to hear about your situation. I'm concerned about the polices of Booking based on my research. Indeed I have to wonder...why does Booking not book reservations for hotels/services the same day like Cheap Tickets or Kayak does?
There shouldn't be a reason for making delayed reservations. Some of these rules don't even make sense. My one piece of advice is go with a reserve service that reserves the flight and hotel the same day, such as Travelocity
Sorry to hear about your situation. I'm concerned about the polices of Booking and the Booking CR based on my research.
Indeed I have to wonder...why does Booking dot com not arbitrarily book reservations for hotels/services the same day like Cheap Tickets or Kayak does?
There shouldn't be a reason for making delayed reservations. Some of these rules don't even make sense. My one piece of advice is go with a reserve service that reserves the flight and hotel the same day, such as Priceline.
I don't trust you Booking CR...
And I really don't trust Booking.com come to think of it. I've read a number of quite alarming things about this establishment.
Why don't you make actual hotel-bookings "on the spot" like Cheap Tickets.com and other services such as Kayak, indeed do?
What is the reason for making such a delayed booking whether its on a flight, a hotel, or a service? I wonder who is in charge of operations. Sorry you had such a bad experience. I encourage visitors to buy their hotel reservation in advance from a professional ticketing agent, such as Kayak or Priceline. Do not count Booking.com is my advice.
Replied
change of dates
Booked hotel from Oct 4 for 2 nights. On the 3rd contacted booking.com to say we could not make those dates as my husband was unwell. They did not contact the hotel until the 8th at which time the hotel told them we should have given alternate dates before the booking expired. If we had known that on the 3rd I would have come up with alternate dates. We have lost about 350 euros and booking.com are denying any responsibility. If I had booked direct with the hotel I would have known their policy but I expected booking.com to act on our behalf.
Any help you can give will be appreciated.
The complaint has been investigated and resolved to the customer's satisfaction.
Please help us get to the bottom of this by posting your Booking.com reservation number.
We will get in touch with you as soon as possible.
Kind regards,
Your Booking.com Team
Replied
cancellation o hotel room 2 days before due to attend a family wedding
I was due to travel a considerable distance to attend a family wedding, and 2 days before I was to stay at the burnhouse manor hotel the hotel sent me an emal to cancel, they advised it was the booking. com's fault. When I called booking. Cm they advised it was not their problem. This caused a big family arguement at a time that should have been a celebration. I am getting no where with either the hotel or booking. com
The complaint has been investigated and resolved to the customer's satisfaction.
Please help us get to the bottom of this by posting your Booking.com reservation number. We will get in touch with you as soon as possible.
Kind regards,
Your Booking.com Team
Fake room Advertisement I booked room true Booking.com My wedding night That was a 3 room type I booked Corner suite i was really happy i show my wife picture everything about room .::::::::::::::::::::::::::::::::::::::: ( When i was in hotel They give me Standard it was really small room ! plus they embarrassed front of my wife . it was bad Night caused wife argument I called many time Booking .com They ignore my call Also Hang Up the phone ... I Will see them Court I file a claim Also They don't want to Give me Booking.com Post But I found I also Two big Newspaper my city. Also Sent BBB Office that complain ...
Replied
unreliable system of booking.com
I booked the hotel on booking.com for my vacation on Aug. 17-21st in Cambodia. On Aug.22, I got a feedback request email from booking.com about Terrasse des Elephants Hotel & Restaurant which was not the hotel that I stayed. There is a tool named “my booking” on Booking.com. On the FAQ of Booking.com, it says “you can cancel or change your booking via our self-service tool “my booking”. There is no record of the booking of Terrasse des Elephants Hotel & Restaurant in my “my booking” page. I cancelled all the other hotels in “my booking” except the one that I stayed. I trusted their system and thought it was convenient to manage my bookings in their system. I didn’t double-check those confirmation letters mailed to me because I thought it wouldn’t be necessary since they got all my bookings in their system. After I got the feedback request mail, I found the confirmation letter of Terrasse des Elephants Hotel & Restaurant and interestingly saw the very same phrase “you can cancel or change your booking via our self-service tool “my booking”” in it. How could I cancel a booking that is NOT in “my booking”? The cancellation policy of this hotel is that they will charge the total price of reservation in case of no-show. I called the bank and realized that I haven’t been charged yet. In order not to be charged, I mailed to Booking.com to explain this situation and they just simply replied me the cancellation policy. On Aug. 23, I mailed back and then their response are as follows:
Please note that the booking can be shown in the "my booking list" only when the guest loges in first before making reservations, otherwise, it will not be shown in the list. However, if you do not see your bookings in you list, it doesn't mean it is not in the system. When you made the reservations and clicked the button of "confirmation", the booking then has been made and confirmed by booking.com. A confirmation letter was expected to deliver to your email address. If you do not receive the confirmation letter, you are responsible for contacting us again.
I hope the answers above address your concerns.
And we are also contacting the hotel and seek the permission to waive the penalty for you. And we are currently waiting for the response.
We will get back to you as soon as possible when we receive the reply.
If you have any further questions, please feel free to contact us.
Kind regards,
---
Lijuan Yang
Customer Service Team
--------------------------------------------------------------------------
I thought that means customers can’t trust their system because the records in “my booking” probably NOT ALL of their bookings. Why do they offer this tool and keep telling customers to manage and cancel their bookings via this tool? No response from booking.com on Aug. 24 and then I got a “noshow” letter on Aug. 25. It said that I was noshow at Terrasse des Elephants Hotel & Restaurant and will be charged $260 which is the total price of reservation. I am really worried about they’re going to charge anyway because they got the information of my credit card. I am still waiting for their response. Please beware of their unreliable system.
I got the reply from hotel Terrasse des Elephants Hotel & Restaurant today. They said they've received the cancel from booking.com and I won't be charged. I just wanna remind everyone who is going to book on booking.com, make sure to double-check your email and "my booking" to avoid such a situation.
The complaint has been investigated and resolved to the customer's satisfaction.
Please help us get to the bottom of this by posting your Booking.com reservation number. We will get in touch with you as soon as possible.
Kind regards,
Your Booking.com Team.
Replied
false advertisement of picture of hotel
I booked a hotel with booking.com for my vacation for August 10-17th in waikiki, Hawaii. The pictures on the website on the hotel didn't look nothing like the hotel realy looked like. The website said that the hotel was a 3 1/2 star hotel but that was a lie more like 11/2 maybe a 2 star hotel. The furniture was all old and out of date the hot water in the shower didn't work and the lights didn't want to come on we had to keep turning it then it popped on. The bed spreads was all olded and out of date. We where very unhappy and unsatisfied with the room that we checked out 5 days early then we was going to. This mess up our vacation. Cause this room and hotel was not confortable to us. And to us this was false advertisement and i don't believe that this was right. We wasted $232.00 on this hotel. I will never use this website again for nothing and will not tell anyone esle to use it or the hotel. Cause it doesn't look like what it realy does. I am very very unhappy with this hotel and booking.com. What booking.com need to do is to make sure that the hotel pictures looks like it realy does before they put them on there site.
The complaint has been investigated and resolved to the customer's satisfaction.
Please help us get to the bottom of this by posting your Booking.com reservation number. We will get in touch with you as soon as possible. Kind regards, Your Booking.com Team.
stolen credit card
My credit card number was stolen during hotel booking on booking.com. Then it was charged with some crazy facebook expenses (probably facebook credits). This credit card I never used before on internet as it was a new one - only used on booking.com. What is strange is that this expenses were made on first day of my stay at hotel (no, it was not charged by hotel nor by booking.com). So it seems that one who stole my credit card numbers knew also the time when I was travelling and was difficult for me to check credit card expenses. It was not a large amount of money (30EUR) but when you multiply it by a thousand possible credit cards then it is a lot.
The complaint has been investigated and resolved to the customer’s satisfaction.
Interesting myself and my brother have had card details stolen. Both of us seem to think it is booking.com who are the link. All are other transactions are people who we use/ know/trust etc. Similar outcome card details being used in USA (with both live in UK).
I to had the same experience. I made a reservation with booking.com giving my credit card information for the first time online because my credit card was new too. That was the last time I used my card and three days later. I received a call from my bank that there has been 12 posted transaction online which I never knew about. I had lost about $1, 782.00. Never trust and never make any reservations with booking.com. That business cannot be trusted. I followed-up with my bank and they informed me that they will investigate where the transactions took place. I hope this will bring justice, my money back and not only that, we need to spread the news to others to be careful when giving away their credit card info. now a days, online websites can't be trusted. It's easy for people to hack and get peoples info.
I experienced the same loss from my credit card on Friday the 8th of November 2014. Three different amounts got deducted from my credit card from different sites, and that was much more than the total bookings I made in a matter of seconds on that day.
I immediately cancelled my credit card and all my bookings on booking.com. I explain to them the situation, and they did not even apologized. I am making a fraud case against them, so hopefully I get some response back.
Please do NOT use BOOKING.COM at all.
charged twice
booking.com charged me for 4 rooms when i only booked 2 rooms, they will not return any money, they are just passing the buck
this organisation booked me into the same hotel twice on the same night in the same room and then refused to accept what they had done! They told me I'd have to pay twice over. Basically you're dealing with a computer and the human factor is missing, so mistakes aren't rectified. It takes ages to get a response to inquiries from a humanWon't be using them again, it certainly wasn't the hotel's fault.
responsibility for misinformation
I have toured some countries with the booking.com's hotel reservation on may.
But there happened a serious problem.
When I came back, I received e-mail that noticed no-show payment for 4 hotels.
Suprising with the e-mail, I reviewed the situation.
I remember I cancelled all the hotel that I couldn't to go among the hotel I have booked
There is a 'my booking' page in the booking.com site, and there is a 'all my bookings' list in the 'my booking' page.
At last, I found that there aren't the names of the controversial 4 hotels in the 'all my bookings' list.
So, I couldn't realized that those hotels were booked.
I have thought that the booking.com site is very well-systemed and perfect.
I couldn't imagine that there were omitted hotels among the 'all my bookings' list.
I appealed to the customer service woman of booking.com company.
She explained it's the reason that I have booked without log-in.
I wonder why it expressed 'all my bookings' that are by no means all my bookings.
I was confused with the serious wrong information of booking.com company.
After my appeal, the company changed the 'all my bookings' to 'my bookings' in the site.
But they refused to refund for me.
Please let me know what can I do in this unjust situation.
Thank you.
Dear Sirs, I booked an hotel Le Bains in Brides-Les-Bains (France). Price for double room has been specified as 1484 EUR with striked-out price of 1764 EUR. It was difficult to understand to which room type (size, conditions) is related as not clear from description and cannot be compared with price on Hotel site. All other prices for rooms was 1848 EUR and 1932 EUR without any stiked out prices. When I contacted agent about this price difefrence, he explained that there was a fault and they corrected it. Today I checked prices and found that prices shown as reduced - prices for 2128 EUR and 2226 EUR appeared and STRIKED-OUT. This is really unfair to your clients and show very bad picture about your business. Yours sincerely, Anton
Contact your credit card (the bank that holds it) to dispute the charges. They should be able to help. VISA and Mastercard both have consumer protection rights to protect consumers against merchants who abuse credit card transaction formalities. Good Luck!
Replied
defamatory review
a guest had written a defamatory review about hotel staff and booking.com approved it. Staff members have no right to reply on the website
The complaint has been investigated and resolved to the customer's satisfaction.
I'm sorry to hear you feel this way. If you would like I can take a look at the guest's review and check to see if I can do anything about it. Please provide me the guest's booking number. Alternatively, you can email it to "customer.web@booking.com" while referencing this post.
Regards,
Brian
Booking.com Customer Service Team
Thank you for the info. I have located your booking and I see my colleague has sent you an email in regards to this case 3 days ago. I have sent you a private message with more info. Feel free to let me know if you have more questions.
I have just replied to your private message. This matter has been forwarded to our hotels team and you will be contacted as soon as possible.
Regards, Tal
Booking.com Customer Service Team
I am sorry to hear about this.
While I understand how a negative review can feel, especially when a hotelier has worked so hard to provide accommodations to many guests, with a variety of expectations. After reading many reviews, and other guests response to a review, it would seem most guests have enough sense to not pay attention to the best, or worst reviews, but only pay attention to those in the middle. I would like to assist you further, can you provide me with your hotel ID number?
Regards,
Kristen
Booking.com Customer Service Team
I'm sorry your issue has not been resolved yet. I have contacted again the hotels team and my colleague will follow up as well. You can alternatively contact your Account Manager yourself. I've sent you a message with all the details.
Regards, Chloe
Booking.com Customer Service Team
Records indicate you were contacted on January 15th. I'm sorry you didn't receive all of the information you needed. I will once again contact your local hotels department to assist you further. Alternatively, their office is open at this time and their contact information is listed in our shared system, the extranet.
Regards, Kelly
Booking.com Customer Service Team
I have contacted you account manager and he informed me that he has sent you an e-mail with some questions so that he can follow up with the issue.
Please feel free to contact me should you need further assistance.
Regards, Konstantina
Booking.com Customer Service Team
Thank you for your post. Can you please clarify if you need assistance with something as I am here to help? You can also send an email to customer.web@booking.com referencing this post and I will follow up.
Regards, Andrea
Booking.com Customer Service Team
I apologize once again for the inconvenience.
I will inform the relevant department and my colleague will contact you at the earliest.
Regards, Konstantina
Booking.com Customer Service Team
I'm sorry to hear that you feel this way. If you would like for me to assist you, I will need for you to provide me with your hotel ID. If you are not comfortable posting it on the forum, please send it to me in a direct message.
Regards,
Regi
Booking.com Customer Service Team
I'm sorry to hear about this. I would like to look into this further for you. Can you please provide me with your Hotel ID?
Regards,
Regi
Booking.com Customer Service Team
I would like to review this matter with the appropriate department. Can you please send the guests booking number to customer.web@booking.com?
Regards, Andrea
Booking.com Team
Your e-mail has been received and I have already asked our
corresponding department to contact you as soon as possible.
Regards, Sergejs
Booking.com Team
Thank you for your email. I will check it out now and we will contact you soon.
Cheers, Mac
Booking.com Team
If you want us to follow up on this we need more details. Like my colleague wrote before, you can send it to customer.web@booking.com. I understand you're unhappy about one review and from my part would like to find out what happened. Once we have this information we can proceed.
Regards, Mac
Booking.com Team
I am sorry to learn about your feelings and would like to get to the bottom of it.
Could you please send me an email to customer.web@booking.com with further information regarding the relevant reviews?
Once I have this information I will contact the corresponding department for further investigation.
Thanks, Tal
Booking.com Team
I'm really sorry to hear about your experience. Could you please post your booking number so our specialized team can investigate this further?
Regards, Mac
Booking.com Team
I would like to follow up on this. Could you please post your hotel’s name or hotel ID?
Our hotels team would be glad to discuss the issue with you.
Kind regards,
Sergejs
Booking.com Team
Contact information for your booking [protected] B&B Casa Florinda, First and last time booking with Booking.com I am not happy with your reply or lack of support of Booking.Com via a poor assistant named George, I will be contacting PayPal as well to inform them that throughout the booking procedure the cancellation Policy is hidden away. The Booking was made in good faith late on the 19th May my wife was taken by ambulance to hospital on the 20th May 2018 and is still there, I called the Hotel in between visiting my wife in hospital first thing in the morning of the 21st May 2018 3 days before our check in time to notify the hotel in advance of my wife’s unfortunate unforeseen health situation and were not prepared to refund. The trip included a booking with Expedia in a hotel in France for a day earlier . Expedia immediately refunded the full amount .
I will make this as public as possible because of the hidden way you present the booking fine print and at which point it appears. Your cold attitude of dealing with this matter must not be repeated to others so I will be informing as many people as possible.
Hello people,
I recognize these problems with Booking.com. They are a nightmare.
They have send us invoices with completely wrong company details etc so we refused to pay them ( the tax company will not accept this invoices ) now Booking.com suspended our account, so we are not bookable on booking.com at the moment, until we pay the ( incorrect ) invoices. Loss of income!
Also i have another question for the people with their accommodation on booking.com... did you know that booking.com sometimes checks the validity of credit cards that are provided by guests?
Hi, regarding your question about guest's credit cards - yes. I knew about it when received a booking cancellation and ask guests why they did so. They answered that they did not! After that guests returned with info that Booking.com cancelled their stay because of some problem with their card. Finally, I lost these guests.
I am not trying to have any reviews removed but as a small hostel in Rio De Janeiro, I think it is totally unfair that a guest can leave a review anonymously and not give the establishment an opportunity to reply. This has happened to us on several occasions and although the reviews are anonymous, we know exactly who left them and the reasons that that left them. Any guest can say that a room smells musty or that the bed was uncomfortable or that the breakfast did not meet their standards. We had a guest leave a bad review and the reason was not at all what was stated in the review. She didn't want to buy a R$2 bottle of water and insisted that we give her filtered water, which we do not serve at our hostel. As a spite she left a negative review. Ok fine. We have enough positive reviews to offset the occasional bad ones that we receive. But to be able to post the review anonymously is, in my opinion, cowardly to say the least. And to not allow the establishment to respond is even more cowardly.
Another masterpiece from Booking.com:
Please be informed that:
By signing the agreement with us, you accepted the guest reviews and the fact that we are not responsible for posted reviews.
We will not enter into any further communication with you about this review.
We will not remove or amend the review.
The contract you entered into is with Booking.com BV, subject to Dutch law and Amsterdam courts as exclusive jurisdiction.
If you want the review to be removed, then you require to terminate the agreement, after which the review will be gone forever.
Kind regards,
Alan
Booking.com Partner Services Team
This is the most insidious reply I have yet read from a business to a partner. This man is obviously wrong. They certainly are responsible for what they publish. If they publish defamatory and untrue reviews they are liable. But, of course, they know if you sue them they will cancel the agreement, which is again subject to a claim for damages. But who can and wants to take them on?
Brilliant, not rude and very professional:))))) reply from Booking.com:
Please kindly note that our different departments have already informed you multiple times that the review of this guest cannot be deleted. You are welcome to send us an official letter from your lawyer and we will see if there is anything else that can be done. At this point, this is just the personal opinion of the guest and it has not breached our policies. Please, note that you are not supposed to contact the guest or seek for more information from them about the review. You can, however respond to their review.
Unfortunately, there is nothing else we can do to assist.
Thank you for your cooperation.
Kind regards,
Zhala Labib
Booking.com Customer Service Team
The worst part of booking.com is their review system although their Extranet could do with a few improvements too, e. g. that the hoteliers themselves can adjust all relevant data, especially their so-called opportunities.
But the review system clearly is practically a breach of any business ethics underlying a normal business relationship. Booking.com claims unbiased reviews. Of course, they are not. If you give guests a little extra they are not likely to write a negative review, and many hotels resort to this.
The major point, however, is that guests can write anything they want. Short of the 4 or 5 criteria booking.com has for deleting a review, e. g. accusation of theft, etc., guests can complain about everything whether true or not. They can insult the hotel owner, call him a cheater, dishonorable, or whatever, booking.com will not take the review down
Next worse thing is that booking.com arbitrarily changes guests' reviews. They give guests 4 option to rate a hotel - fair, good, very good, excellent. This is converted into a 10 point system by which a guest's very good turns into a good, e. g. a straight 7.5 (very good) from the guest will show as less than 8.0 (good) on their website. Any attempt to have that changed over 3 years have failed. Their claim is that they tested the system and it has proven to be the best. Basically, what booking.com engages in is unfair and deceptive trade practices which in most jurisdictions in the Western world is illegal and subject to complaints for damages, or at least injunctions to cease and desist. Obviously, no hotel owner has had the gumption to take on booking.com for fear of being shut out of their system. It would be quite easy to take booking.com to court in Holland, their corporate headquarters. Holland has this law on the books and wherever the hotel is located is of no importance as it can sue booking.com in Holland. From what I understand the majority of booking.com's hotel partners are small and medium-sized businesses that don't have the money to file a complaint.
Periodically, booking.com has a research firm do a survey. From insiders I have learned that the most complaints hotels indicate is booking.com's review system. Again, over a number of years nothing has changed. The result most certainly is that hotels will make every effort to become as independent of booking.com, and other large OTAs such as Expedia and Agoda, as possible.
Hi, have read your post with interest! Thank you! As I suggested in previous post to change the situation we should gather and place one claim from many owners. Don't you know how expensive it could be to sue Booking.com in Holland?
Also, today I've decided and sent complaint to Booking.com CEO:) She replied and copied in MD of EMEA to look into the problem with review. Let's see.
I sent a letter by snail mail to the CEO too. It remained unanswered. Booking.com has more pros than cons but the cons are very weighty and can ruin many potential bookings. It undoubtedly has enormous marketing power. Their main interest is to get guests to book on their website. They don't care which hotel it is; the pricier the better but, on the other hand, they lure guests with discounts that falsely calculated, in other words they are misleading guests. But to be honest, the main beef I have is their review system and I just hope that they will eventually adjust it to reflect a more balanced interest for both the guest and the hotel partner.
Yes, I absolutely agree. My main concern is their review policy too. And you are right that review system is the biggest problems for accommodations. That's why maybe there is any sense to claim to regulators about Booking.com unfair competition? I've already done it in my country and should receive the reply in a 30 days. I'm sure we must act because the situation is affecting our business.
P.S. Recently Booking.com has decided to screw owners again - now you should choose your commission size more than 15% if you want your property is seen more higher in search results. You can even choose to pay 50% commission to Booking.com. It means that since now more you pay than better you rank and your review score is not important any more?
As we all can see Booking.com doesn't care about owners problems - no replies to the latest posts.
From their site: Booking.com is a distributor (without any obligation to verify) and not a publisher of these comments and responses.
Hello to all owners who are trying to do business with this company!
I've got the similar problem as many here - defamatory, offensive, untruth review with mark 4.6. The story is very simple: reservation ID: [protected], there was a statement that "You have a booker that prefers communication by email". Not a problem, most of the guests prefer email. I sent them comprehensive information about the flat, phone numbers of our staff and WiFi info, on October 10th, eight days before check-in. They didn't reply to my emails at all. I also tried WhatsApp and Messenger, but with the same result. No reply, but the msg in WhatsApp was shown as read. I sent another several emails, but nothing. Try to call at last. I had to ask Booking.com to help me to contact the guest - nothing again. On October 18th I received a call from unknown (without numbers) number suddenly, the guests was there. They said that they stood near the door and couldn't enter. I helped them to get in. They merely forgot to include this in the review. I kindly advised them to check email. Since that there were no calls, no msgs, nothing. I was sure that everything was fine. But then surprise-surprise:) they left the review:
“4.6
2016-10-21 Reservation number [protected] Your Booking.com reviews page
Yeming, (GB)
Owner of this studio lives in Russia, never could reach him if you have problem!
Location is good
Wifi is not working. There is a Wifi note, but you never could find this Wifi. Owner of this studio is living in Russia, when we want to call him to ask wifi, never answer us, the phone number he gives us is a Russia number, if you have any problem during your stay, it's impossible to find this guy and reach any service. our neighbour booked same size apartment from another owner from airbnb, similar apartment they pay 250 pound for 5 nights, we pay 220 pound for 2 nights, that's shocked us. Castle view is outside, you can't see any castle view when you stay in the apartment.”
I really can't understand such behaviour. I always available by phone, email or messengers. Our experienced staff in Edinburgh are always ready to help as well. Also I was wonder to see "GB" near the name because he is from China actually. After this review my score has fallen to 8.9.
As everyone here I can't receive any help from Booking.com, they said during phone call that they are posting EVERYTHING what guests want to say without any obligation to verify. It is an absurd situation when it is possible to post everything if it is not breach Booking.com rules! Another absurd - there is Defamation Act 2103 in the UK, but Booking.com B.V. doesn't follow it at all. Regarding this Law I sent them Notice of Compliant with request to delete that review. And guess what happened? Right! Nothing! Booking.com thinks that the Law is not about them. Also, they don't know what client oriented approach means:) So I've been living with this review since October 2016. Spiteful joke - this review is automatically chosen as "Reviewer's choice" everyday! As result - many cancellations, just several bookings from countries where English is not native. Also, I don't understand advice from Booking.com review team to leave a reply. Why should I leave a reply to lie? I'd like to post review of these guests instead, so other owners can avoid to host them:)! The most interesting point - they know that the review contains absolutely lie, they confirm it during the call!
I think we can change this only if we gather and send one compliant to Booking.com or Regulatory organization or to the Court with thousand owner's signs. We have to stop such behaviour of the company, it is our business and only we must decide what is good for it! We're paying commission not guests! We must have opportunity to defend our rights and business!
Kind regards,
Dmitriy
Booking.com I am getting really angry with your support towards us business owners...People can walk out without pay and yet you still charge the commission even though I report it, stole from us, give us anonymous bad feedback, that we cannot reply too, false feedback and you say you cannot do anything about it...
Where is OUR RIGHTS as a business owners ?
I see above comments people complaining about the same thing ...
When we complain you don't even reply ...Not a good way to be a business representative I say...
Regards Ursula Mountainview B&B Coromandel town New Zealand
There should be a name and shame site so we can put these people up I am almost positive we would have a same people that go around and putting false feedback...
Replied
wrong charge
Made a reservation through the booking.com in hotel .Anjou Paris 18.05.2011 There was " technical problem" and they moved me to another hotel nearby. I had to go on foot with heavy bags to hotel Globe. It was in a bad neighborhood, dirty although this I pay hotel Globe. Booking.com charge me first hotel Anjou too. I wrote at least 10 complaints to Booking.com... How long will my money be returned, but they can only apologize and nothing do.
DO NOT USE BOOKING.COM
The complaint has been investigated and resolved to the customer's satisfaction.
Booking.com just kelp sen ing email, they stole my money
I am finding the same problems with this company. My credit card detail have been fraud used by a motel
Replied
robbed
Like others on here I was also robbed by booking.com and Leonardo Hotel in Charleroi and strongly suggest you avoid this scam of a website like the plague. After the Leonardo Hotel in Charleroi overcharged me I inquired into booking.com why the posted rate was not being followed. They told me they would look into it and get back to me. In the interim they billed my credit card the full amount. When they told me they didn't know why it was higher but thought it might be 'due to taxes' I cancelled my reservation with Leonardo Hotel in Charleroi. However, as my booking was last minute and the final information on the rate was not provided to me until after the deadline to get my money back had passed, they told me that the cancellation policy was violated and it was too late. Oh, and why was I charged more you ask? They told me that I had elected to apply for the 'flexible' option where you can cancel anytime which was untrue. So, in the end they billed me for an option that should have protected me from late cancellation and still did not honour that! Do not use this website.
Vitor_78 is likely a booking.com employee. First post ever is in here defending them. The hotel did charge my credit card with booking.com's compliance as I noted. Don't trust anyone who tells you this is a legitimate company. Once they have your booking they could care less about the customer. I used them a few times successfully but as soon as there was a problem, Booking.com was on the Hotel's side- not their customer's side.
The complaint has been investigated and resolved to the customer's satisfaction.
I use Booking.com for 5 years now and I never had any problem like that. On the terms and conditions you can read that Booking.com cannot charge your credit card. I bet the hotel did charge your credit card and not B.com. Like on any other online transaction you must read the cancellation policy. I cannot understand if you did by reading your post.
Replied
hotel booking made with booking.com
During the month of March, I attempted to make a booking to stay in a London hotel. My stay in London was subject to change, so I needed to book with a hotel who would be able to change the dates of my stay, or cancel my booking without deducting the full cost of the stay.
I used Booking.com for this, and that was a huge £500 mistake.
My booking went through smoothly, and I was very happy with how smooth the website interface was, and how clear everything was. However, when my booking confirmation came through it was for a room I did not book. I have a screenshot of the details I requested, part of which was that I would pay an additional £30 to be able to change my reservation without penalty. The reservation confirmation email, however, did not confirm this to me, and instead showed a room which could not be canceled.
I instantly phoned up their customer service number, and spoke to a woman who assured me that they would be able to fix the problem, and would keep in touch to let me know their progress. I was also emailed by them, in which they confirmed they would contact the hotel and make the changes to my booking so that I would be charged for what I had asked for, as opposed to what I was given.
I emailed weekly asking for updates, and they replied promptly informing me that the hotel was yet to respond. However, in mid April they stopped contacting me. I finally sent a complaint to them, demanding to know how the situation had been handled, They sent me an automated email, and then this was followed by an email denying they claimed to be able to fix my booking. I complained once more, stating how unprofessional this was, and that they assured me they would be able to fix what had gone wrong in the confirmation stage of my booking. I was sent another automated email, and this continues with each complaint I file. The customer service staff are very unhelpful also.
As it turns out, my date of stay has had to be changed to the following week, so I will not be able to use the hotel they are forcing me to pay for, despite the fact I will not be in London that week, and specifically asked for a hotel which would allow me to amend the details of my stay.
If they had told me in my initial phone call that they would not be able to amend my booking, I would still be mad but I would not need to complain since that would have been honest of them. I'd be furious that I was down £513, but there would have been no false hope, and no lies or deceit. However, as it is they continued to lie to me for over a month, leaving me me email after email reassuring me that my booking would be fixed.
I've found the staff at booking.com very condescending, dishonest ad untrustworthy. Very quick to take your money, but once they have it they will no longer help you with anything. Unfortunately it took me £513 to discover this, but I would recommend that anyone else even considering using booking.com instantly slap themselves in to sanity and navigate away from their site.
Their final email to me reads, "We hope to be your choice for future online reservations.", so naturally I will spread the word as to just how ghastly they really are. I will never use them again.
The complaint has been investigated and resolved to the customer's satisfaction.
We very sorry you feel this way & would like to help! Please take a moment to re-send your confirmation numbers. With those, we can get to the bottom of both issues. Our contact form can be found here: http://www.booking.com/wecare. As soon as we know more, you will hear from us.
Sorry for the inconvenience!
Your Booking.com team
We booked Orange Pekoe hotel (OOTY) from Booking.com for 1st May, 2015 to 3rd May 2015. We received a confirmation email from them and we called the hotel who confirmed our booking. On the day we were due to reach OOTY (1st May, 2015), we called the hotel, they completely deny of having any booking with them. They said that they haven't received our booking id via mail from Booking.com which is apparently the only way of contact.
We contacted Booking.com who kept on buying time by saying they cant contact the hotel and will contact in half hour. Atlast at 6.00 in the evening when we had reached OOTY, they said they cant do anything else.
It was a nightmare getting a hotel during the rush time. This website is a fraud.
I am also having severe problems with booking.com, I cancelled a hotel reservation and was informed I would be charged only two nights it turns out I have been charged over £1000 even though I have sent booking.com the email advising my reservation was cancelled but still no refund I now have my solicitor, my bank and the office of fair trdaing investigating this matter my advise is DO NO USE BOOKING.COM my company has already stoped using them and all of my friends and family. A Breslin
false feedback on hotels
Booking.com violates everyday the right of answer concerning guests reviews on Hotels. This means that comments can be made to the hotel, no matter what they say, that they won't be removed and answering will not be possible. Also fraud is possible, because hotel owners can make reservations on similar hotels just to make bad reviews and improve their own competitive conditions. Booking.com doesn't care about the hotels that they sell, no matter how stupid and unfair comments are. Maybe hoteliers would do better business in investing in Adwords Google campaigns directly instead of giving a commission to Booking.com
Replied
poor customer service
Beware of Booking.com
I booked a hotel in Malmö, Sweden (Mayfair Hotel Tunneln) using this service on Dec 12 and I thought everything went smooth. I cancelled the hotel reservation around two days after (around Dec. 14) (good couple of days before the actual stay- Dec 18) and I thought the cancellation went through as I saw "Your reservation has been cancelled" message on the screen.
Stupid me I didn't notice that there wasn't any mail coming through with the message. Either that or I got a mail and it went directly to my junk folder. I didn't think there was problem since I saw the message on the computer and thought that the cancellation went through.
Only that I found out on the last week of December that my credit card had been charged by the hotel.
I called Booking.com and they wanted to see the confirmation message and by then I realised that I had none. I asked them if they could see me logging in to the website on Dec 14 and see any activity related to it and they LIED saying that they couldn't see me logging on AT ALL after I made my booking Dec 12.
I logged in either Dec. 13 or Dec 14 to cancel it and I logged it again the day after to see if the cancellation was indeed through. My booking was already gone from the page so I thought it went through but Booking.com said they couldn't see me logging in (with the pincode at all).
I told Booking.com that there must be a system failure here that cause the cancellation didn't go through and the fact that I got no mail but they persisted saying that their system was TOP NOTCH.
I tried to contact the hotel manager but they also failed to provide good answer and referred me back to Booking.com as the hotel didn't get any cancellation message from Booking.com either.
I went browsing the net and found that there were others with same cancellation problems like mine and it pisses me off that they didn't even want to admit the possibility that there MIGHT be system failure on their side and that causes me losing my money (around 750 DKK)
In the end, Booking.com sent me a message in Swedish that they were SORRY that they couldn't refund me.
So that you know you better beware when you book a hotel room through their system and cancel it. Check and re-check. Don't even expect anything from them and their useless customer "service".
The complaint has been investigated and resolved to the customer's satisfaction.
I am sorry to hear about the issues you have had.
I would like to investigate this further. Could you please post your booking number?
Alternatively you can send it to customer.web@booking.com (to my attention).
Thanks and kind regards,
Jasmine
Booking.com Team
Please accept my sincere apologies for any inconveniences faced.
I have found your booking in our system and I will ensure that our specialised team contacts you shortly.
Kind regards,
Sergejs
Booking.com Team
Thanks for bringing this to our attention! We're very sorry to hear of your experience & would like to assure you that customer service is a top priority. Should you have any questions or concerns, also regarding cancellation policy or your bookings, please let us know by filling in our contact form: http://www.booking.com/wecare.
Best regards,
Your Booking.com team
DO NOT USE BOOKING.COM UNDER ANY CIRCUMSTANCES...
THEY ARE ROBOTS AND NOT HUMAN"...
Darren Hutton is the name of the CEO of Booking.com
I will post his email address after this message...
PLEASE EMAIL HIM DIRECTLY WITH YOUR COMPLAINTS...
DONT GIVE UP! GET THE JUSTICE YOU DESERVE...
I emailed him and I got a response from a investigation team saying the exact same thing. I had been told about 100 times before...there is no record of you cancelling...so basically leave us alone
I made a booking through BOOKING.COM then I cancelled that one because I found a better hotel.
Then I cancelled again because I was having childcare issues that were resolved on the same day. So I rebooked the same hotel, I am not sure if when rebooking the same hotel I had already cancelled this somehow confused your booking system.
Because of personal problems I had to cancel again. I followed the instructions via the website but got a message saying I would get a confirmation email of the cancellation but nothing came through. So the next day I did the procedure again but still no email, so I did it a THIRD TIME. and even though I got no email I was sure with my doing it THREE TIMES it must have gone through. I thought nothing more of it and then a few days later I got an email asking if I stayed at the hotel or not, I followed the link and I selected the reason for having to cancel and gave my reason. I GOT A MESSAGE ON THE WEBSITE SAYING WE APOLOGISE FOR ANY INCONVENIENCE. WE WILL REVIEW THE SITUATION AND CONTACT YOU SOON.
GUESS WHAT I NEVER HEARD ANYTHING FROM ANYONE.
I then checked my bank statement and the hotel had taken money from my card. I immediately rang Booking.com and spent nearly TWO HOURS speaking to various Managers all of them saying THERE WOULD BE A RECORD IF YOU HAD CANCELLED THIS. (I NOW AM FULLY AWARE OF HUNDREDS OF PEOPLE THIS HAS HAPPENED TOO.
There must be a record of this glitch in the system somewhere. BOOKING.COM are obviously aware that there is a problem because one customer saying that they cancelled and it didn't go through they would not worry about but hundreds of customers...THEY NEED A REALITY CHECK!
Booking.com THERE IS A PROBLEM SOMEWHERE WITH YOUR SOFTWARE...IT IS NOT ALL BLACK AND WHITE. SOMEBODY TAKE RESPONSIBILITY AND LISTEN TO SO MANY DISGRUNTLED CUSTOMERS AND TAKE SOME ACTION!
the more people that write about there experiences on here the more the company WILL HAVE TO ADMIT THERE IS A PROBLEM!
So please let us join together if you have had a problem with the IT software and cancellation issues...and lets contact WATCHDOG.
please email me on andreanobody44@gmail.com
As I am very interested if this has happened to you?..
We booked an apartment in Sligo, Ireland in September 2012 through booking.com and were due to go in a few weeks time (Feb 2013). Received confirmation email from the apartments and the money was taken from my credit card. Yesterday, booking.com emailed me to say the apartments had ceased trading and that we had been rebooked into a hotel. Not pleased as we booked an apartment for the freedom to come and go as we pleased with our 7 year old and not feel restricted as sometimes hotels can be. However we got over it and contacted booking.com to say we would accept the rebooking. Received another email today from booking.com to say sorry...made a mistake...you are not booked into the hotel...you can cancel for free (bloody cheek...cancel what - the apartments are no longer trading!) Basically the email said cancel and rebook. I phoned them up and they were useless. I asked if I could transfer my booking to another hotel but they said they could not take bookings by phone but that I could use their website. When I asked about my money, they told me I had to contact my bank to get the money back on my credit card. So, long story short, I was told to go sort out my own break (out of my pocket) and get the refund sorted myself too! When I asked what booking.com could do for me, I was told nothing. The apartments were paid directly so booking.com did not want to take any responsibility. Incompetent and uncaring doesn't even cover it. I will never book another hotel through this company again and will make sure to let friends and family know about my experience.
I am having exactly the same issue and being passed back and forth between the hotel I had to cancel and Booking.com. I cancelled the room and I was told I did not. Beware of Booking.com - I will NEVER use it again, nor will I use Bewleys Hotel at Manchester Airport.
I see that this complaint was lodged before the 3rd of January. Booking.com's customer service team responded at the end of June?
Replied
to cancel hotel reservation
Les clients ont accéss à la réserve de chambre sur le site de l'hotel, que fait le link avec secure-hotel-booking.com. Pour l'annulation, le link de l'hotel ne remet pas à celui de secure-hotel-booking.com. Avec mon avis, l'hotel a pris bonne note de l´annulation avant les 48 heures de la réserve. Par contre, j'ai pas trouvé le bon link d'annulation de la réserve avec le délais nécessaire. L´Hotel disait que c'était avec le site de réservation et, pourtant, je n'avais jamais pris en autre chemain que celui du site de l'hotel à l'internet. Il devrait être obrigatoire d'avoir le link d'annulation sur le site de l'hotel, car le chemain pour la réservation est chez l'hotel.
The complaint has been investigated and resolved to the customer's satisfaction.
I have found your reservation and can see that my colleague has already cancelled it for you.
Please note for future reference that the quickest way to contact us is by phone.
We are available 24/7. For your local phone number, please check this link: http://bit.ly/QS7nEI
Thanks and kind regards,
Jasmine
Booking.com Team
I am very very dissapointed after my last booking on booking.com.
Are they really out to con people ? I don’t think/hope so.
I have used booking.com a LOT (also with other logins for my sons and daughters travels), this is the first time I am hit in my face.
2 days ago I came to Rikkeshoeve and he showed me his booking paper where
1 person was stated instead of the 2 I had booked.
He said : check your email and indeed ONLY in the email I saw you had send me a
1 person booking ? While I NEVER asked for 1 since I was planning all along,
clicked all along that my daughter was coming along !
At 15:30 he promised me to ”open the booking again on booking.com, so that if he got a new booking, he’d refund me” (I’ll be honest in that, were his exact words)
Only to tell me the next morning when I asked wheter he had succeeded ”no, sorry, I close all bookings at 14:00, since I have to know what to expect”
Numerous messages and phonecalls to booking.com didn't bring a solution (I just need 70€uro back) for i actually CAN read and DID book for 2
Just try to make the same booking :
search for 2 adults
choose the 2 man icon room
choose 1 room
etc etc
you'll see everything will be showing 2.
Than you have your booking nummer (so you do NOT read the email) and than...you're cheated BIGTIME
In August 2016 I've booked a room with Booking.com for one night in Barcelona. I gave the hotel my credit card no without my CVM. Arrived there, this is not a hotel, is a room in an apartment in a block of flats. The room is small, two persons hardly fit inside, the bathroom is glued to the bed, the walls are thin and the noise from the other 5 (I think there were 5 or 7) rooms of the apartment can be heard easily. The room is far far away from what they showed on their Booking page. I said to the housekeeper I cannot sleep in such condition and that I cancel my booking due to the non adequate accommodation conditions. I cancel the booking online. Booking.com sends me a message on my Android app saying the cancellation was done free of charge. I check my account and notice the hotel took 155 E from my account for this improper room where I did not sleep. I contact Booking and they blame the hotel. But the hotel did not have my card details. Only booking had them and my data are not registered and not available automatically. So, aside the fact Booking gave my card details to this ''apartment company'' without my agreement, they promote this hotel which is totally lying about what they offer and Booking is telling me they take no responsibility for the hotels advertising on their site.
Booking sustains the fraudulent policy of this ''hotel''.
Booking.com is aware of all this and does nothing. They told me they are only an interface of the hotel and they do not respond for what the hotel is advertising on their site. BUT THEY CHARGE THE COMMISSIONS SO THAT THEY ARE SERVICES PROVIDERS AND THEY SHOULD ANSWER FOR THEIR DEEDS. Booking.com is an accomplice to this fraud.
Looks cool, I never knew you could post about it, good to know thanks! You show very latest and important things. This is very nice post! I will bookmark this blog.Let us know about myself
I have booked two Bedroom apartment at Nojoum Hotel apartment in Dubai from 24 th February 2013 to 1st March 2013 but found out that is a non smoking hotel. So I booked two room apartment at The Galleria Residence Hyatt Regency Dubai.for the same period of time. After booking was done I tried to cancel the Nojoum Hotel apartment but found it was missing in my all hotel booking summery.
Therefore please cancel my Booking at Nojoum Hotel apartments . My booking .com booking number for Nojoum is [protected] and Pin is 1755 and please confirm the cancellation to my e mail address mahinda@finagle.lk
Regards
Mahinda Ranasinghe Sri Lanka.
confirmation and
These guys are total clowns.
Basically, I booked a hotel 4 whole months in advance through this "company" and gave them my credit card details and received a confirmation from them and told my card would be charged upon arrival at the hotel.
2 months later... I was asked to give my credit card details again as the hotel could not authorise it and they were going to cancel the booking? I do not know why the hotel was trying to take money from my card 2 months early and even if they were... there was enough money in there for it to be authorised so I am unsure what was going on but I gave my credit card details to booking.com again and got another confirmation... 2 days later, and I got an email saying my booking was CANCELLED?
So even though I gave my details twice, they still failed to secure my room. I went to the hotel website direct and saw that the room price had now risen by a further 80 Euros... so thanks a lot booking.com for your complete and utter mismanagement of my hotel booking... God only knows what has happened with my credit card details and I am pretty concerned by this whole scenario...
please read the website. "CREDIT CARD" is needed to keep the booking not a debit card. this is your fault im sorry to say
I had essentially the same experience with a reservation in France. You cannot trust that your "confirmed" reservation through Booking.com is actually confirmed. In my case, the hotel cancelled two days before my reservation date, basically because they could do it without repercussion. The "excuse" given was that I had used a debit card rather than a credit card to make the reservation. Booking.com's response - "not our problem!"
Deal directly with the hotel! Except for last minute deals, you'll get the same price, and at least there will be some accountability in the process.
fraudulent invicing
Will put it shortly.
We had some bookings worth more than 1000 eur where the people did not come or as we call it no shows (One of them actually cancelled with us directly but booking.com refused to take itnto consideration)
We marked the before mentioned booking as no shows in the booking.com system but for some reason it did not save it, we wrote a letter at the end of the month before the invoice but the answer was that it is not impossible to change it and booking.com is now fraudulently invoicing us for 150 eur more than we should pay.
Here I am posting all the communication between us and the managers at booking.com and the oldest letters are at the bottom
http://www.tallinn-hotels-alternative.com/2010/09/bookingcom-fraud-or-how-they-want-to.html
The complaint has been investigated and resolved to the customer’s satisfaction.
I am also being charged well over 200 Euros more than is right on cancelled bookings. They do not even have the right to do this under their own terms and conditions. Just bully tactics and threats of debt collectors. Written to head office twice and not even the decency of a reply.
Hi. The reason you might of had trouble marking as a no-show is because the option in Extranet is only avabilable after 2 days after the guests departure. Sorry to hear you had trouble using the feature.
Replied
bad tactics regarding non refundable rooms
Booking.com and Vincci Vía - 66, especially Vincci Vía - 66 should be avoided. Their management is horrible and their tactics regarding your money and how they will hold it is criminal. Booking.com allowed them to do a bait and switch on their website which showed that a room was refundable within 1 night of showing, which is ideal for people securing visas. But they also put their lowest rate room as a asterisk * on small print as non refundable. I made a reservation for a whole week and then found out that I was not able to secure a VISA. Vincci Vía - 66 refused to credit back the charge even though notification was given at least 3 weeks prior to arrival.
I would avoid any hotel with management that does not care to work with their customers.
The complaint has been investigated and resolved to the customer's satisfaction.
The policies provided on Booking.com are the hotel's individual policies. Booking.com customer service can contact the properties on behalf of guests but it's ultimately the decision of the hotel. If you would like for me to ask the hotel if they are willing to make an exception, please provide your booking numbers.
Regards, Kelly
Booking.com Customer Service Team
Just booked a room at Days inn and Suites by Wyndham in Foley Alabama on Friday for this upcoming holiday weekend and the site software defaulted back to the previous weekend without my knowledge or consent. We did not realize until we got a email asking us how our stay was. After calling the main customer service number w booking.com twice they've charged my credit card over a hundred dollars for a room that we did not stay in not have never been to and they will not change the dates, offer any solution asbin credit towards another room even if we pay the difference! I spoke to Lori the first time and Emmanuel the second. He refused to give me the corporate contact for the company and pretended to own booking.com. He was extremely rude, dismissive, and unprofessional and did not offer any solutions. He I formed me numerous time I needed to go bc he had other customers waiting to be "helped" I WILL NEVER USE THIS SITE AGAIN EVER AND IM REPORTING TO THE STATE ATTORNEY GENERAL AND BBB!
I have been charged almost £1, 000 for a hotel in Weymouth for a stay which I cancelled within half an hour of booking! Apparently the owner of the hotel told me that Booking.com never informed him of the cancellation. Therefore I got a phone call asking if we were arriving on the cancelled date. What really annoys me is I have written to Booking.com addressed to 'complaints department' in Amsterdam, enclosing copy of relevant emails and information, and also to the hotel manager who I previously spoke to, in August. I have heard no acknowledgment from either of them despite enclosing my full contact details and of course email address. I think this is appalling.
I too have been scammed byBooking.com. I booked 5 rooms for a family reunion travelling to the UK from Australia, the first was 'free cancellation' so I went ahead and booked the remaining rooms but apparently they were 'non refundable' rooms. There has been a big fallout with the family so no family reunion and I am now £720 out of pocket.
Disgusting...
Booking.com misleads customers with its "booking is free" claim. Do not ever book on booking.com unless you 1) support this unethical self-promotion and 2) feel 100% sure you will not need to cancel or modify the reservation for any reason OR you are happy to pay a hotel or inn for a night you do not stay there.
I work at a hotel and what Kelly says is true that the policies stated are the hotels but what she failed to mention is that booking.com offers this incentive to hotel owners to get more business. we are charged a commission on each booking.com reservation. normal cancellation policy is 24 hrs before arrival. but they offer this "discount" incentive so the hotel will get more booking.com reservations. they shouldn't even offer this option of a nonrefundable "discount" reservation. It breaks my heart when I have to tell a potential customer who is trying to cancel a reservation a month and a half ahead of time that they will still be charged $300 for a three night stay that they aren't going to make. it causes hard feelings on the part of the customer and that's a customer we will never get back. Its just bad policy to offer this kind of incentive. so buyer beware of discount rates it may end up costing you in the end.
Im reading all these complaints about booking.com and its frightening. We're also in a wrangle with them over a hotel that apparently has major security issues and because we got *discount* on the rate we too have been told its non refundable...450 quid! Im taking this matter further
I agree totally.
Replied
scam
On June 2, 2010 I have made a hotel reservation from booking.com on behalf of a friend of mine who was planning to visit Prague and stay in My Hotel Apollon from June 25 to July 6, 2010.
This reservation was necessary for her visa application before coming to Prague, and the reason that I chose Booking.com was its flexibility in the cancellation process in advance in case the visa in question can not be obtained on time, which can happen quite often in the Czech Embassy in Istanbul.
As you can see from the link: http://www.booking.com/hotel/cz/apollon-prague.html?aid=304142 and the screenshots that I attached, the Hotel Conditions section for My Hotel Apollon clearly states that no fee will be charged on the credit card until the 24 hours prior to the booking start date. Based on this information, I logically assumed that Booking.com would prove a trustworthy site which could be relied upon not to abuse the sensitive credit card information provided. Unfortunately, this proved to be far from the case.
On review, the "small print" of the booking on the second page was understandably missed given the clear assurances to the contrary on the first page of booking. Without noting the small text in the
Conditions column below, I therefore continued with giving my friend's personal data and credit card information, assuming that the transaction would be kept on hold until one day prior to the booking date.
Unlike stated on the website, I was informed by my friend that the equivalent of 423 Euros in Turkish Lira currency was in fact credited from her account by this hotel. On review of the reservation details on Booking.com, I noticed in a separate page that, in blatant contradiction to the flexibility so generously offered on the first page, that cancellation was in this case not a possible option after all and the reservation would be charged anyway.
I am very frustrated by the inconsistency between the information given on this site and the hotel's policy. Now my friend is having problems with getting the visa, and probably she will not be able to come to Prague on the stated dates. This is not only the abusive use of my friend's personal details, but also a big amount of lost money which has been illegitimately drawn from her credit card just because that booking.com didn't show My Hotel Apollon's cancellation policy in a clear and consistent way on their site. I am attaching some proof images, just have a look to avoid falling into this scam. I have contacted both the company and the hotel, asking for a refund to compensate their negligence, but booking.com refused to pay my friend back what they have already taken claiming that this is the policy of the hotel and not that of Booking.com. I am going to share this unfortunate experience with everyone I know until they correct their mistake on their site and refund what they have taken from my friend's credit card.
The complaint has been investigated and resolved to the customer's satisfaction.
I am sorry to hear your dissatisfaction and would like to investigate what happened. Could you please provide me your booking number? You can either post it here, in a private message, or by sending an e-mail to customer.web@booking.com with a link to this post.
Regards, Angela
Booking.com Customer Service Team
If you post your reservation number in this thread our specialised team will be able to contact you to discuss your problems. Our team are always on hand to help with any issues you experience in relation to a reservation or any other aspect of our service.
We look forward to your reply and discussing this issue further.
Kind regards Your Booking.com Team
We have been in touch with you regarding this matter. Please let us know if there is anything else we can assist you with.
Kind regards,
Your Booking.com Team
I am very very dissapointed after my last booking on booking.com.
Are they really out to con people ? I don’t think/hope so.
I have used booking.com a LOT (also with other logins for my sons and daughters travels), this is the first time I am hit in my face.
2 days ago I came to Rikkeshoeve and he showed me his booking paper where
1 person was stated instead of the 2 I had booked.
He said : check your email and indeed ONLY in the email I saw you had send me a
1 person booking ? While I NEVER asked for 1 since I was planning all along,
clicked all along that my daughter was coming along !
At 15:30 he promised me to ”open the booking again on booking.com, so that if he got a new booking, he’d refund me” (I’ll be honest in that, were his exact words)
Only to tell me the next morning when I asked wheter he had succeeded ”no, sorry, I close all bookings at 14:00, since I have to know what to expect”
Numerous messages and phonecalls to booking.com didn't bring a solution (I just need 70€uro back) for i actually CAN read and DID book for 2
Just try to make the same booking :
search for 2 adults
choose the 2 man icon room
choose 1 room
etc etc
you'll see everything will be showing 2.
Than you have your booking nummer (so you do NOT read the email) and than...you're cheated BIGTIME
I had a similar situation where I booked through booking.com and I knew it was a non-refundable room. I had a family emergency 3 days before check in. I called booking.com and notified them to see what were my options and they were very nice as well and they said that the reservation was cancelled. They sent me an email verifying it was cancelled. Then the Sheraton charged me 100 dollars more than original charge of 423. ($525) I called Sheraton and they told me to call Booking.com. Booking.com said that my cancellation was that of the reservation only. It is a non cancelable reservation. They said because I was a loyal client (their typical line) that they would call the Sheraton and see if they can reverse the charges. (I'm pretty sure they didn't even call) They called me back saying it was a nonrefundable booking. I said great now give me the name of the person you talked with at the Sheraton and or give me a reference number (crickets) they gave me nothing. The issue with this is that the email stated that the reservation was cancelled for 423 dollars meaning that the reservation was terminated with a fee of 423 which is the full price of the room. The issue is in the wording. You cannot cancel a non cancelable room. However you spin this, IF YOU ARE PAYING FULL PRICE YOU CAN'T CANCEL THE ROOM. You should not be getting an email saying that your reservation has been cancelled when, in fact, you are still paying the full amount for the room. So, in the end, they said that my cancellation cost was the full price of the 2 nights that I booked with the Sheraton which was 423 dollars and the Sheraton charged me 525 dollars. Booking.com never got back to me to resolve the matter. I will never deal with booking.com again and or the Sheraton. STAY AWAY FROM BOOKING.COM. Because of Booking.com's unwillingness to resolve this matter, and their, "we don't give a crap" attitude towards their clients I'm actively lobbying to have my voice heard through the BBB, Consumer Protection Agency and the Hotel Association of Canada.
In August 2016 I've booked a room with Booking.com for one night in Barcelona. I gave the hotel my credit card no without my CVM. Arrived there, this is not a hotel, is a room in an apartment in a block of flats. The room is small, two persons hardly fit inside, the bathroom is glued to the bed, the walls are thin and the noise from the other 5 (I think there were 5 or 7) rooms of the apartment can be heard easily. The room is far far away from what they showed on their Booking page. I said to the housekeeper I cannot sleep in such condition and that I cancel my booking due to the non adequate accommodation conditions. I cancel the booking online. Booking.com sends me a message on my Android app saying the cancellation was done free of charge. I check my account and notice the hotel took 155 E from my account for this improper room where I did not sleep. I contact Booking and they blame the hotel. But the hotel did not have my card details. Only booking had them and my data are not registered and not available automatically. So, aside the fact Booking gave my card details to this ''apartment company'' without my agreement, they promote this hotel which is totally lying about what they offer and Booking is telling me they take no responsibility for the hotels advertising on their site.
Booking sustains the fraudulent policy of this ''hotel''.
Booking.com is aware of all this and does nothing. They told me they are only an interface of the hotel and they do not respond for what the hotel is advertising on their site. BUT THEY CHARGE THE COMMISSIONS SO THAT THEY ARE SERVICES PROVIDERS AND THEY SHOULD ANSWER FOR THEIR DEEDS. Booking.com is an accomplice to this fraud.
Has anyone been scammed by proprietors in Chiavenna, Italy through Booking.com? Thanks.
Booked a 3 day stay with Booking.com for a rate of $439 free cancellation up to the day of arrival, rate guarantee. Three days prior to the trip I found the same dates and room for $366 on Hotels.com. I emailed Booking.com 3 times with a screenshot of the Hotels.com rate. No response. Finally, 2 days prior to the trip I called Booking.com. The rep stated that they could refund me $5 and for my trouble they would give me a $15 courtesy voucher. Uh, the difference in rates is $75 and I can cancel at any time. Why would I stay with Booking.com? As it was the rate had increased on Hotels.com and I was now only saving $50. My loyalty to Booking.com cost me $25, and a long wait on the phone. Booking.com doesn't honor their guarantee and when they get caught they make no apologies or reparations. Book with someone else, Booking.com is just another bait and switch.
Online booking sites for hotels are becoming a scam. Late December & early January I checked all the big name hotel booking sites( ie:trivago.com, hotels.com, expedia.com, booking.com. etc.) for a hotel room for 4 golfers. Our 4-ball stayed at the Hampton Inn in Beaumont, CA last year for $89.00/night for a double room & this year every online website quoted me a price of $119.00/night for a double room. Not believing that the same double room went up by $30/night from last year, I called the Hampton Inn direct and sure enough the prices quoted to me were the same as we paid last year...$89.00 a night for a double. I saved our golf group $600.00 for our 10 night golf trip by just making one simple phone call. I would strongly urge anyone shopping online for hotels etc. to do a little leg work, make a few phone calls, guaranteed you'll save.
You are a booking site, in which you are supposed to make people’s vacation go smoothly and make the experience pleasant, I assume. At the end of the day it is not about the money, $100.00 + $18.95x 2 people for 2 nights with taxes is only $185.65. It is the principle of things and the feeling of being lied to and being misled and then being implied that I am liar, I find this very offensive. From the beginning to the end Booking.com has not been transparent and they are misleading customers.
I have never complained on a review site before which proves how very upset with Booking.com I am over their poor handling of a simple payment error. We stayed at Hotel Goldoni in Florence booked via booking.com in Oct this year. The hotel requested on their booking form that we pay for the reservation in cash on leaving which was fine. However 2weeks later the hotel took 150euros out of our account without any warning which caused us to go overdrawn and incur bank charges. We contacted Booking.com who managed to get the owners to refund the money but this took almost 3wks and there was no mention of compensation for the bank charges. This we were very patient with and decided to let go. However when the money was finally paid back we were £8 short - I realise this is not a large amount but we didn't see any reason why we should incur even more costs for an issue which was wholly the fault of the hotel. When we asked booking.com to retrieve the extra money they reported back blatent lies told to them by the hotel regarding the whole fiasco and refused to help us any further. I feel part of the problem was that we were contacted by a completely different booking.com employee on every correspondence and the newly assigned individuals obviously did not bother to familiarise themselves with the complaint - if they had it would have been very obvious the hotel were not telling the truth. The fact that Booking.com chose not to be supportive of it's customers in what appears to be fairly disturbing financial behaviour by one of their hotels was upsetting and baffling and I would encourage others to be very wary when considering using this site!
Receptionist: Usually there are 2 rates to book a room: flexible and advanced purchase rate.
Flexible means you can cancel your booking usually 24h without charge before but the hotels actually tell booking.com their hours.This must be done thru booking.com and not the hotel.(Hotels are charged commisions by agent so if you cancel with the hotel the agent doesn't know that, that is why most hotels send you away to call booking.com). Flex rates are a bit more expensive just because you can cancel.
Advp (advanced purchase) means you money is taken by the HOTEL and is non-transferable and non-refundable. Usually you can not cancel unless the hotel agrees to that, wich if they are nice and your phone them quite a few days in advanced they might, if they are not so nice, they will not cancel. Anyway the hotel must contact booking.com to say that is allright to cancel. Advp rates are cheaper because you can not cancel AT ALL.
Sometimes double bookings happen, maybe it's booking.com, maybe the hotel or just the computers go 'boom'. Happens. In any case if it's advp the hotel MUST refund you the money. They must prove that a second booking has been made BY YOU or give the money back.
I have received a confirmation for a hotel booking that I have not made!
I have never used booking.com and I can only assume the messages is sesame asking oaf scam. The confirmation gives only the dates and a booking number . No mention of the hotel name or country!
Doss
Yes, Booking.com is a legitimate website, providing a platform for users to book accommodations, flights, car rentals, and other travel services.
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.
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.
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.
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.
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.
Cancellation and modification policies vary by property and booking. Check the specific terms and conditions for each reservation.
Deals and discounts on Booking.com are generally legitimate, but be sure to read the terms and conditions to understand any restrictions or limitations.
Booking.com displays all mandatory fees during the booking process, but additional charges, such as local taxes, may apply depending on the property.
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.
Booking.com is part of Booking Holdings Inc., a reputable global online travel company that also owns Priceline, Agoda, and Kayak.
Booking.com was founded in 1996, and has since grown into a well-established online travel agency.
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.
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.
Booking.com offers support for resolving disputes, but the extent of their involvement depends on the specific circumstances.
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.
Star ratings on Booking.com are generally reliable, but it's still important to read reviews and research the property for a comprehensive understanding.
Booking.com offers a price-match guarantee for certain bookings. Be sure to read their terms and conditions for more information.
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 emailscustomer.relations@booking.com100%Confidence score: 100%Supportmarlen.penner@booking.com100%Confidence score: 100%Supportcustomer.web@booking.com100%Confidence score: 100%Supportcustomer.service@booking.com100%Confidence score: 100%Support
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Booking.com addressHerengracht 597, Amsterdam, 1017CE, Netherlands
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Checked and verified by Janet This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreJun 30, 2025 - View all Booking.com contacts
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