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Booking.com Complaints Summary

124 Resolved
1532 Unresolved
Our verdict: If considering services from Booking.com with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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5:28 am EDT
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Booking.com booking.com doen't stand behind mistakes in the hotel listings

I've been traveling in Europe for 3 months and relied on Booking.com heavily for its ease of finding lodging and very clear listings that make it easy to determine if a hotel offers the services I need (e.g. Wi-Fi in the Room, English speaking staff in non-English speaking countries, etc). Up until August 2014, I had been satisfied and very happy using the service. But my experience traveling in Greece and what I discovered when I asked Booking.com for help when I had my first problems, has left me finding it difficult to trust the service for future bookings. The first incident was a hotel which listed that they offered wi-fi in "all areas" of the hotel. And the rooms indicated Wi-Fi inside the room as a feature at the time of booking. On arrival, I discovered the hotel only offered wi-fi in some public areas, and in some of the rooms. They did not have wifi coverage that covered the whole building. At breakfast, I overheard over guests complaining about their frustration with the same issue. At the end of my stay, I contacted Booking.com to ask them to change the listing to protect future customers from the frustration of an incorrect listing. They said that the hotel was entirely responsible for what is written in the listing. And they said that they would ask the hotel about it -- and the hotel responded that the listing was correct and refused to change it. After multiple emails back and forth, I'm told the hotel department of booking.com in Greece in working with the hotel to either fix the problem or update the listing. But it seems to me that it should not take a customer like me caring enough to want to help others and write 5 emails back and forth -- to push for Booking.com to be strict that their hotels to not promise what they can't deliver. My second issue -- also realted to errors in the listing -- happened following after this incident. I booked a stay at a hotel on a different island which promised Wi-Fi, -- and I was concerned that I might be face the same issue. So I called this hotel -- and after several days of getting no answer during early evening hours -- I finally reached someone at the front desk who did not speak English and could not help me. I double-checked the Booking.com listing details -- and indeed, the hotel was listed as "English-Speaking"... And so given there was at least one error in the listing, I could not trust that the Wi-Fi was going to be reliable as listed. Nor could i get someone on the phone to reassure me. I immediately cancelled the reservation, and made other arrangements. Booking.com acknowledged there was indeed a mistake in the listing - since the English language customer service person couldn't communicate with someone on the phone either, but booking.com refused to compel the hotel to refund the penalty I was charged for cancelling 6 days in advance of arrival -- which was 50% of my entire stay, Booking.com asked the hotel if they would be willing to refund my money, and when the hotel said no, booking.com said they couldn't help. In my opinion, it should be straightforward that customers have the right to cancel any reservation when the hotel has been misrepresented, and no cancellation penalty should be charged. I discussed these problems with a travel journalist, and he suggested that I use Booking.com to look up the names of hotels, but then call the hotels directly myself to make the reservation, since the hotels are likely to discount the room given that they will not have to pay Booking.com the normal 15-20% commission. I'd be happy to use Booking.com for future listings, but only if I can trust they become more effective at enforcing more accurate listings, and they are more solid in standing behind customers who make a booking that's based on a false representation.

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1:37 pm EDT
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Booking.com card fraudulently used

I have used booking. com many times for my trips despite the reviews they have. I stayed at a hotel in nashville in july and in august the same hotel charged me $512.08. According to the hotel booking. com sent them a notice 2 days after my stay at the hotel that I would be booking a room again in august. I did not authorize or make any reservations. I was charged for a no call/no show thanks to booking. com. Don't use this site they will do anything to take your money. I will never use booking. com again. Now I am out $512.08 thanks to them. The customer service is rude and not helpful at all.

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Update by Angry 1
Sep 03, 2014 9:17 am EDT

No I do not have the booking number because I did not initiate the booking. I've already spoken to the hotel, and customer service at Booking.com and neither one of you can help me. Apparently customer service no longer exists.

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5:02 pm EDT
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Booking.com extra charge (70)

I booked a 2 night stay at the Britannia Hotel in Wolverhampton and stated on Booking.com website that there would be 7 of us ( 3 adults and 4 children). It came up with 2 twin rooms and thought that would be ok as it stated that extra beds could be put in the rooms as the children are small and we would cope. I thought that if there would be a problem the hotel will email me.

No email arrived so I thought that everything was fine then when we got to the hotel they demanded £70 extra for the extra beds. The problem is why didn't they email giving us the option of booking another hotel if we wanted to

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5:37 pm EDT
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Booking.com not reliable

I did several bookings on booking.com, until today.

Because from now on I will never do another reservation on booking.com. I will tell you my story and you will understand why.

2 months ago, I booked some hotel in Greece via booking.com. With 2 days before start of the holiday I receive a mail from booking saying that reservation was cancelled. I was astounded, I never thought this could be possible. But it is. And booking staff informed me that hotel simply canceled my booking because they could not process my credit card.

Ok, lets rollback.

1. Booking.com scams people, by selling different products than are presented on their site.

I did a reservation with no prepayment. It is stated very clear that payment will be done at hotel and not deposed will be charged at all So booking.com presents and sells services - booking offer that are not real, are fake.
It was not a problem to pay the reservation at the moment of booking. But B.com stated very clear that is not necessary, and (pre)sold me a different service that presented to me.

2. Booking.com does not respect the booking contract.

A booking is like a contract between 2 or more parts that are come in agreement for the service of renting a hotel room for example. Like any contract, a booking also can that can be cancelled. But for that there must be some reasons and some sanctions. If i would canceled the booking i would have to pay half of the total amount. How come hotel cancelled the booking without any penalty. I don;t really care for that, i care why booking.com allowed that. They keep saying that is hotel fault, that the hotel cancelled. But wait, i entered on b.com website. i made the reservation - contract not with the hotel, but with the booking.com. Booking cancellation was operated by booking.com. More, when you operate this you must have a reason, and the reason was a fact forbidden by booking contract = the prepayment.
Not in a moment, booking did not say, stop, you can;t cancel the reservation for this reason, because it can;t. the booking contract says something else. But no, they cancelled without even considering this, and the booking contract.

In conclusion, booking.com is not reliable, it promises one thing and does another, it doesn't respect the customers

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1:22 pm EDT
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Booking.com they don't give my refund money

We booked an apartment for 5 days in Lima on July via booking.com. When we went to the place nobody was there. We called booking.com and they arranged another one for us. But this new hotel cost 275€ more and booking.com gave us a promise to refund this extra money. But after 15 days of staying they didn't pay anything. I sent several emails for getting information but no reply. You can read their letter about that.

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9:11 am EDT
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Booking.com refund issue

I had a reservation for 5 days in Hotel Vel Marina for 372 euros It has
been cancelled by the Hotel because they don't make reservations shorter
than 6 days.Booking.com rang me and offered a stay in a different hotel
that had the price of 520 euros.They said that they will cover all the
difference and I will be refunded during my stay, after I will send them
an invoice.I sent off an invoice 8 days ago. also I sent a few emails
in the last few days and I got no answer.I paid for my stay when I
arrived to hotel like we agreed, so booking.com should do the same and
refund my money quick like we agreed.When I paid to booking.com and I
had some questions about it, they respond was quick but when I needed to
be refunded after when I paid they didn't reply and they still haven't
.I sent a few emails, l am looking for another possibility to contact
with booking.com that's why I am posting here because I got no reply on
my emails .I spent too much time for this.It should take up to 24 hours
for them to reply my emails.So if someone from the Booking.com customer
service can see this, can you fix my problem please :)

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YYChan
, MY
Aug 13, 2014 7:08 am EDT
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Hi, I have the same experience as you. I experienced a double charged issue. Till now Booking.com still hadn't replied me regarding my refund. I also have sent them a few emails and no reply from them at all. This is so dissappointed that I have been using Booking.com for my trips in past years. Now, I am really seeing the true face of Booking.com.

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8:13 am EDT
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Booking.com terrible customer service

Do not use booking. com. We stayed in a hotel in london in april called the carlton, which turned out to be a dump, and we have kids. I agreed when I got there to pay for two nights, but we hadn't seen the rooms yet. Once we saw the rooms, we knew we couldn't stay more than one night. I called booking. com to let them know. They then called the hotel and then contacted us again letting us know that the hotel was fine with us leaving after one night. The next morning when we tried to check out, the hotel insisted that we'd have to pay for two nights, even though we were leaving after one. I called booking. com, and they acted like they had never said we could leave after one night. It's been a battle since then. This is not a professional company with which to be dealing.

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AndreaCNN
, US
Sep 11, 2015 9:33 am EDT

The hotel palace in spain charged my credit card for two room for no-show. i cancelled the hotel rooms and they did not receive the cancellation. it apears to have been a glitch in their system. booking.com said that the called the hotel and the hotel will not refund any or all of my money. i work for a news outlet and will be covering their business practices in an investigative story. i really had hoped to write a positive story, however, I cannot now.

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8:24 am EDT
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Booking.com misuse of credit card details

Never give your credit card details to booking. com. They are very irresponsible.
Dear sir,

I have used booking. com for my hotel bookings in thailand and felt comfortable about giving my credit card details to them. However, I realized that this was a big mistake because I understand that they just pass your credit card details to the hotel and does not check whether the hotel is charging you illegally. They feel no responsibility about it.
Me and my husband stayed at diamond place krabi from 19th-21st march 2014 in room no. 312. We had booked the hotel for 2 days. But we extended our stay by a day. For the accommodation we paid 3 days amount in cash. (As per the booking. com conditions we are to pay the hotel in cash, so we paid them in cash) we checkout the hotel and left krabi on 21st march. And we came back to iidia on 24th march. After coming back we realised that 2688 thb has been also charged against my husband credit card on 24th march 2014. After mentioning that booking. com does not charge me for the booking, I was charged. I have been contacting the hotel since march 29th. I have not got a response from them yet.
I wrote to booking. com mentioning diamond place double charging us. I asked them how can they let the hotel people charge us 3 days after we check out. They can permit the hotel to charge our credit card only if we do not show at the hotel after booking. But we stayed there. And still got our credit charged. How can booking. com let this happen. Double charging. They are asking me the hotel bill as proof. Let me ask you 1 thing. Who will treasure a hotel bill for a life time. Who keeps the hotel bill after checking out. I do not have the bill. But I very well know what is mentioned in the booking. com site. They clearly say to" make the payment at the hotel in cash". We did pay the hotel in cash. Which hotel charge your credit card 3 days after you leave the hotel.
I have been asking for these answers and booking. com is yet to give me an answer on why diamond place charged us. I need answers. And iam not allowing anyone to cheat me. I will fight this till I get my money back.

You guys took the credit card details from my husband. So you are responsible for any misuse of it. You should be checking when and why the hotel charge the customers. Why did not booking. com question the hotel.

How can booking. com be so irresponisible.

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2:57 am EDT
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Booking.com false / misleading quotation

Hi, a friend made a reservation for me through Booking.com. The quoted price was €442. When I got the confirmation email £442 (Pounds, Sterling) was converted to Euro. When I contacted Booking.com they responded that the quoted price is converted into the currency of the country one is staying in. That is fair enough but is it fair to advertise a price in Euro, magically transform that exact price into a Sterling (GBP) amount and then convert back to Euro again? The difference in price is approximately €150! I do not think that any company should be allowed to conduct its business in this fashion

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Update by Cathy Scannell
Jul 24, 2014 2:28 am EDT

Hi Kelly
The booking number was [protected]

Cathy

Update by Cathy Scannell
Jul 23, 2014 5:30 pm EDT

I have already provided booking details, e mail ad, hotel and dates to booking.com earlier today
Cathy

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8:40 am EDT
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Booking.com booking.com filters reviews

I made a reservation of a hotel (Courtyard by Marriott Stockholm Kungsholmen) using booking.com service. I stayed at this hotel for 9 nights (from July 1st, 2014 to July 10th, 2014). Later I was sent an email by booking.com with a request to survey my experience at the property. I did it honestly, trying to be as much impartial and objective as possible. I also gave my opinion in the form of "Yes/No" answers on about 20 similar reviews of other guests of the Courtyard. Yet, I can't see neither the text of my review, nor the overall score, derived from my survey, on a corresponding webpage http://www.booking.com/hotel/se/courtyard-stockholm.en-us.html?sid=4e694c35821b1f56cee1e482705815de;dcid=1;ucfs=1;srfid=e4bcebc185b65f34f17c153866692016452a9b42X22#tab-reviews
This single fact allows me to suggest the worst: the booking.com team or specially crafted software, or the both do their best job to keep up the total score and positive public opinion of certain properties on a decent level (say no lower than 8.5, excellent). I don't think that all the reviews and scores presented there are fake, they are just carefully selected. Thus statistics are skilfully biased and the whole picture distorted. So don't expect to get objective info about quality of an accommodation from booking.com, their figures lie!

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1:27 pm EDT
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Booking.com shares credit card with hotels

I made a booking via Booking.com for a local hotel room with the payment option to pay upon arrival. The hotel made an error when charging my card and charged me for less than the amount of the hotel room. When they discovered their error they called to inform me that they would need to get my credit card information to recharge my card for the balance. When i contacted the hotel to sort out the error they informed me that they got my credit card information from booking.com and charged my card already for the balance. I think that people need to be very careful with this site as they seem very nonchalant about people's credit card information.

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5:58 am EDT
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Booking.com cancellation fee

I booked a hotel in France for 1 night, but required parking. The booking.com website states that they have parking at an additional fee, but there is no option for booking the parking at the time of paying for the hotel.
I requested parking at the point of paying as a note. I then went back into my reservation right after making the booking and requested parking. The reply back was that there was no parking for that night. As such I cancelled the booking right away.
Booking.com then told me that I would be charged 100% of the fee.
I would not have booked this hotel if I knew that they had limited parking. This was never pointed out on there website and there is no option to book it in advance.
I had no choice but to pay the full amount and book another hotel.
In the past I have used booking.com for business, but I will not use them again. When complaining they tell you that it is the hotel's responsibility, but when you talk to the hotel they tell you that the booking was made through booking.com so you must talk to them.
This attitude is unacceptable and almost fraudulent, but not quiet.
There is also no one, as far as I can tell, to complain to for a resolution within the travel industry so this type of behaviour will continue. The only way to get anywhere is for people to stop using this site until they relaise that their customers should be treated correctly.

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Update by Fiat coupe
Jun 06, 2014 2:17 am EDT

This is a stock answer to placate the other readers of this forum.
I am talking to booking.com every day now and have been since this started.
I have been told by booking.com that they can do nothing, but when I contact the hotel they tell me that I must deal with booking.com. This is just playing one off the other.
At the end of the day my contract is with booking.com and has nothing what so ever to do with the hotel. You are in breach of contract and therefore must refund the money.
I have repeatedly asked for arbitration by an independent body, but have not received an answer as yet. I dont expect to. Please do not reply to this unless you are actually going to do something about it.

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kartikshah1981
, US
May 17, 2016 2:01 am EDT

i have book two hotel on booking.com of rs. 16, 662/- on 14th april 2016 amount is debit from my sbi account.
hotel name : hotel silva ariel venez, residence Tolbiac paris.
but still we have not received any amount from hotel. we have cancel the hotel booking before cancel date.
we have cancel the booking on 21 april 2016.

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Reviewer77155
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Jan 04, 2016 1:17 am EST

i just met a trouble on December 2015 after walk in to the hotel, but the hotel only left last room and feel dirty. After request to make cancellation, still make the charges to my credit card on JAN 2016. call in to customer service of hotel say must direct cancel with booking.com online, call in to booking.com they say must follow the policy. are you sure this is the services?

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Florencia74
London, GB
Jul 19, 2015 12:45 pm EDT
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I've been a Booking.com customer for about 10 years and I've booked many hotels with them over that time and always trusted them; however, on Thursday 16/07, upon booking a hotel for my next holiday on, Barcelona later this year (October) I was disappointed by not just their website but their customer service too. I found a hotel, checked the address, and it turned out to be the road I had lived at so decided to book that one. Went through the whole booking process and in the confirmation, the address was a different place and so was the actual hotel, even the name was different, and the area where this hotel is located is a well known crime area, where my parents got mugged once and many other people before and since; on seeing this, I decided to cancel my booking which has never been a problem before, but this time, I was informed I had to pay £20 to cancel my booking, I called the customer service team, only to speak to a very rude lady called Tiffany who said the address was stated on the website and wouldn't listen to the fact I told her about the website misleading me, so I email them to get the same answer and blaming it on the hotel and now they don't even answer to my emails anymore. I am very disappointed and not willing to pay £20 to cancel a booking 3 months in advance and a booking I was misled into making, I wonder if there's any way for me to avoid paying that money as it's completely unfair. Also, hotel staff really rude and unwilling to help, they won't waive the fee and, same as booking, won't even hear what I have to say... Don't ever use booking! They're frauds! They also take money out of your account without you even knowing... complete scam

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StephenWebb
, US
Sep 04, 2015 10:10 am EDT
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I booked Holiday Inn Express, Houston, 5 May 5 nights. It clearly states on the booking, no charge for cancellation up to 17:59 4 May & $399, 99 after that. I cancelled 30 April & received a no charge confirmation. However my credit card was charged $1778.36. The hotel claims 14 days notice to cancel but Booking.com clearly states no charge.

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Reviewer59943
,
Aug 31, 2015 8:49 am EDT

I booked an apartment (Apartamento Golf Rioja Alta), via booking.com (for the week of August 1 – August 10) but had to cancel it in the end.
Unfortunately I was just a bit (two days) too late with cancelling my reservation at no costs (July 19 instead of July 17), but still almost 14 days in advance.
I was charged the full amount (i.e. £1, 000) by the resort which in IMHO is an extortionate amount.

I understand that they have a cancellation policy in order to cover their costs, but I expect that the fee to be in line with the costs the resort incurred. Hence I contacted the resort and booking.com if they could help. Booking.com claimed there is nothing they can do. The resort claimed they would revalue at a later stage and then claimed they were not able to re-rent the apartment.

You could claim this all make sense and I have just been stupid. However this is my issue with the above is the following:

I have been following the availability of the resort on the booking.com website and this is what I noticed:
On July 21st it showed that only 1 room was available (in high demand) @ €600 for the week
On July 23rd showed that no more rooms were available
On July 24th it showed that only 1 room was available (but now @ €707 for the week and it said the last booking was on July 22nd (see attachment)

From the above I read you booked the room on July 22nd, hence it showed up as non available on the 23rd

In addition, why would you increase the price if it is so difficult to sell rooms.

Hence I proposed that I should only be liable for €400. However nobody is reacting and no booking.com does not seem seems to help

That is why I am frustrated. As either the reasoning of the resort is flawed, I.e. It is difficult to argue they incurred the full cost as they could not resell or the information on booking.com website is incorrect
If the latter is true booking.com are providing false information and that at best is a violation with their integrity statement on the website and at worst is against the law

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Francis Fortson
Palm City, US
Jun 24, 2014 11:10 am EDT
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I booked several hotel stays through booking.com for a family trip. One of the booking's was made for July 27-28, yet their website made the reservation for June 22-23. Unaware that the website had changed the dates, and since I did not show for the incorrect date, I was charged for the incorrect date. Booking.com refuses to correct the error and said that I was responsible for the incorrect date booked.

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Booking.com online system does not work and cost us $1500

We recently booked a hotel via booking.com and when we decided that we were no longer able to go on the trip, went online to cancel.

We logged into booking.com, selected the hotel booking in question and clicked on the cancel button. The website produced a screen that advised our booking had been canceled and we assumed all was done. We even went back into the system later in the day to confirm the cancellation and saw the system had already registered the change.

The day after we were to have checked into the cancelled booking, we received a "no show" email from booking.com and a bill on our credit card for the full duration of the stay ($1500). We were not impressed.

We looked back through our e-mails and realized that the booking.com system had not generated a cancellation e-mail, and when we spoke to booking.com directly they told us their system does not make mistakes and there is no record of our attempt to cancel the booking. Finally they told us that this was not their problem and we are to take it up with the hotel from here on.

We are not the only ones with this type of problem, friends have come up to us lately complaining of similar challenges with booking.com.

There is clearly a technical issue with the booking.com website and the company refuses to accept any responsibility to fix it, let alone acknowledge it exists.

Use booking.com with extreme caution, they are happy to take your booking and your money, and when you run into problems (which you will), you end up dealing with untrained individuals who are not equipped nor motivated to help the client.

Overall we are VERY displeased and would not recommend anybody use Booking.com.

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M J P
London, GB
Aug 07, 2014 1:01 pm EDT

I agree with you.
I am a property owner and they are billing me for over 1000 for a booking which was way too low, their error .They were also withhdrawing money from my bank account for over 5 months for commission charges which was not my property.
They try and bully people.
Stay away from this ireputable company, book directly with the hotels and SPREAD THE WORD.

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4:08 pm EDT
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Booking.com charge for canceled reservation and unused days

We used this company several times in 2013 and tried again in 2014. IT is not any better. Places they book are often dirty, unkempt and not as advertised.

Customer service is arrogant and doesn't care a bit about what your problem is. They use the excuse that they are not responsible even though THEY charge you up front and are agents for the sites.

They have very fine print and will charge your card well in advance (regardless of what it says). They will charge you the FULL Amount even if you cancel and you play hell to try and get your money back.

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Nizar007
, ZA
Jun 04, 2014 9:56 am EDT
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Booking.com have terrible customer service! A bunch of useless; ignorant, rude and unfriendly staff. They don't care at all!

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Justin Baty
Baltimore, US
May 10, 2014 4:24 am EDT
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I booked a hotel once with Booking.com and it wasn't at all as promised. Contacted Booking and they had an attitude, "Not our problem, " contact your credit card company.

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Booking.com hotel novum - cancellation fee

I booked a hotel room 9 days in advance and as soon as I realised (17 minutes later) that the hotel was outside of the city and required a car I cancelled the booking and contacted booking.com and informed them of my mistake. They informed me that to cancel the room the hotel would take the whole cost of the stay I had booked :Total cancellation cost € 439.245
Calling the hotel I receive no help and booking.com are no help. This is robbery and I'm sure it must be a fraudulent practice. Totally disgusted and am looking for a way to get my booking refunded.

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Update by M-Steel
Mar 28, 2014 2:03 am EDT

Booking reference: ([protected])
Andrea: if you can help that would be great, however as I have had no response from the hotel and no-one from booking.com call me back I am not expecting my situation to change. Every time I have called booking.com I have been told I will receive a call back however all I receive is the standard email stating the 'terms' and an 'apology'. Maybe you will be the person to change this? I hope so!

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denman1977
, CZ
Apr 02, 2014 3:36 am EDT

Upon leaving the Guesthouse Sayuri where we did not sleep for 4 days due to high traffic volume (we could not leave as we had already paid) we left a negative comment on booking.com. Booking.com did not post as of yet the negative comment even though I have contacted the customer support twice, and the owner insulted us. Guest House Sayuir the worst I have been!

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Booking.com non reasonable no show charges

I used booking.com for hotel room reservation in WxW Istanbul Hotel. Regarding to some changes in the schedule, I canceled it within the free cancellation period later on. I did not notice whether I received a confirmation email or not at that time due to my problematic web mail account. But I am sure I had finished the cancellation process. After that I made another booking for my colleagues in that hotel again,

And now I am being charged by the hotel for Euro 238 as No Show Charges and booking.com says they can do nothing because I cannot prove I canceled my reservation. One of the CR hang off the phone when I am still explaining the my case.
CR told me to settle this with the hotel. The hotel, claims that they never received my cancellation. It is the problem of the system of Booking.com.
I had done nothing wrong but choosing the wrong agent.

Booking.com, I will never use it again, and of course, I'll make sure my friends won't use it again from now on.

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Update by yoyos
Apr 09, 2014 11:46 pm EDT

Should I make another complaint to the WOW Istanbul Hotel then ?
I don't know why they couldn't waive the charges for me THIS TIME ONLY after I have stayed in their hotel so many times these years.
I thought the hotel should be friendly and considerate. But what happened till now proved I was wrong.
I don't know what I could do. Maybe I should simply not using booking.com again.

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12:31 pm EST
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Booking.com cancellation deadline error

On Jan 15 at 18:47 I booked a hotel in California for Jan 17 through Booking.com from my home in Colorado. It stated that it could be cancelled free up to two days before. Later on Jan 15 I went to cancel the booking and Booking.com showed a charge. I called Booking.com and they told me that they go by Central European Time. So by their reckoning it was already Jan 16! Obviously any deadlines should be quoted in the local time of the hotel. Furthermore the email confirmation they sent me showed: ">From January 16, 2014 2:47 AM [CET] : USD 64. This reservation can't be canceled free of charge."
This was exactly the time I made the reservation at (January 15, 18:47MST). So its clear that their booking system has a bug. They compute the day you reserve based on CET time. This may be a day later than the hotel date and so they think you cannot cancel free. Customer Service did fix this, but the error is still in their system.

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Martineaux
Anacortes, US
Nov 21, 2014 1:32 am EST
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Booking.com is the worst hotel booking site I've ever seen, taking over the pole position from its parent company, hotels.com
"CET Time"? What a bad, bad joke. Is your system so lame that it can't pull up the local time for the property, or at the very least, GMT?

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Booking.com stupidity reigns at booking.com

I feel there is a need for all suppliers to be aware of the difficulties I have had in dealing with Booking.com, and to warn all operators that this company treats its suppliers with utter disdain.

It all started with an overbooking. Guests arrived for a 2 night stay and we knew nothing about them and we could not locate any booking email. Unfortunately we were full for the weekend and could not accommodate them. We therefore looked up alternative accommodation on Booking.com, so that it would still get its commission, and found another nearby property that had a vacancy, but at a slightly higher tariff. It also provided breakfast which we don’t as we are a self-catering property. The guest agreed to the accommodation and price and so I rang and personally spoke to a Booking.com operator who agreed after consulting the guest to transfer the booking to the other property. The guests were satisfied, and left to go to the other accommodation.

Booking.com then had the hide to try and charge me commission, despite putting through the new booking to the other property and charging them commission as well. I lodged a strong complaint about double dipping and they finally reversed the charge to me.

The next thing is I received an invoice from Booking.com for the $55 extra tariff that the guest had to pay, despite the fact that they had agreed to pay it.

If we were to be charged the extra $55 then the operator should have clearly told us so at the time. In such a case I would have booked cheaper alternative accommodation elsewhere. I’m not in the business of shelling out $55 for nothing ! I don’t know why they have taken this stance, as they earned extra commission on this booking because the tariff, agreed to by the guest, was $55 more than they would have otherwise got. I have refused to pay their invoice.

Not long thereafter we received a 4 night booking email from Booking.com for a guest to arrive the same day on behalf of an Italian Travel Agent with no individual name specified. We thought this was a bit strange, but as these are confirmed bookings, and came via an official Booking.com email, we had to accept it. The email provided AMEX credit card details for payment, however as we don’t accept AMEX we tried contacting the guest for an alternative credit card. The phone number given and the email address did not work. I then looked up this company on the Internet and could find no reference to it, and the address that was provided did not exist.

We were full for the first two nights of this booking and felt that we couldn’t just cancel it, as the guest may well just turn up. In the meantime we turned away two other inquiries for the first two nights of this booking in the same unit. It became more obvious that this might be a fake booking. Naturally, by the end of the night, no-one turned up and we had no option but to cancel the booking. Unfortunately in the meantime we had lost the opportunity, and income, to book the unit to someone else. We notified Booking.com and lodged a complaint about the fake booking.

After I had warned other operators in my local area, I received a phone call from another property advising that they had just received three fake bookings !

One of the first suggestions that I made to Booking.com was that they should have performed a simple credit card test at the time of making a booking. Booking.com asks suppliers to list what credit cards they accept on it’s website, but then they just allow the guest to enter details of a card that is not actually accepted. In this case, had the guest not been able to make a booking using AMEX, the fraudulent booking may not have come through and we would not have lost the income that we did. Of course the credit details would have most likely been fake as well, or it was a stolen card, however Booking.com does no credit card checks.

So what did Booking.com do ? They issued me with a termination notice for daring to criticise their procedures and making suggestions for improvement ! Their only argument was that their terms and conditions state that every property must accept AMEX credit cards. I felt they had no right to demand that properties take a specific type of credit card. I wondered whether they were getting some sort of kick-back from AMEX.

I therefore decided to do a bit of investigation and found that, of the 140 properties listed on Booking.com in my local area alone, 67 (or 48%) do not accept AMEX credit cards ! No doubt this statistic could easily translate to all other properties in Australia, let alone the world. It was impossible for me to agree to Booking.com’s contract conditions in the circumstances. So if they were going to terminate my listing because I didn’t take AMEX, then they should do likewise for every other property in the world that also doesn’t accept AMEX.

In any case they obviously allow properties to transact without AMEX as evidenced by the banner on the booking page for my property warning guests that this type of credit card is not accepted, and the fact that their Extranet requires properties to indicate which credit cards they do accept and which they do not. In any case the warning would have little influence on hackers. A simple test at the time of a guest booking would easily solve this issue. Instead suppliers have to go the trouble of trying to contact a guest to get another credit card. Why they can’t see that is simply beyond me. They steadfastly refused to change their process.

One of their junior employees in Australia then advised me that this particular booking was legitimate and they had other bookings from this same “Travel Agency”, even though he had done no checks of his own to see if it was in fact a real company/travel agent !

There is obviously a problem with Booking.com’s business model. As they don’t take any funds from the guest, all the risk is on the supplier.

After further representations from me they eventually reinstated my property.

When they continued to chase me over the unpaid $55 invoice for the overbooking, I decided that, as I had lost money on the fraudulent booking, I would invoice them to recover my costs. I therefore sent them an invoice for the same amount of $55 which was just a token amount of compensation for the 2 nights lost income that I could have received had I not kept the reservation for the fraudulent booking. Needless to say they have ignored this invoice which is now accruing interest on a monthly basis.

Of course the sensible thing to do would be for both of us to cancel our $55 invoices and call it quits in the interest of good customer service. But that’s a bit too much for a company like Booking.com. They have now suspended me again for non payment of their $55 invoice, whilst at the same time ignoring my own invoice!

Stupidity reigns supreme at Booking.com !

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rigelito
, CL
Jan 29, 2014 5:40 pm EST

HI Nugget33,
We have a similar problem here with booking,
Booking.com don't stop to send us an invoice for a no-show.
The thing is that the guest made one reservation then change the date, but instead of update the same reservation like they do at expedia, orbitz and other, booking just made another reservation, we get it that it was the same guest but booking apparently didn't also it was one of the first reservation we have on booking and we never imagined that their system will be that bad, months later a few days before coming on the busiest week of the year the guest cancel the booking, we receive a mail from booking of the cancellation, and also a mail from the guest confirming it. we lost a lot of money on this reservation as being a busy week people tend to organize their vacation way in advance, and nobody would hope find place at the last moment. So we couldn't rent the room for a few days. also we don't take credit card and booking don't have that service like expedia and others, so all reservation are done without a down payment. At the first invoice booking.com send us for the second reservation that wasn't cancelled we respond we didn't understand as for us this reservation was cancelled, we didn't receive any response, the second invoice we respond again with more details, they never answer, the third and fourth the same, finally we receive one mail more threatening from a credit controller, we answer that again but still no answer, the sixth mail finally got an answer from the credit controller after we briefly explain them how incompetent they were, that seems to have work as we got our answer, which was basically that they don't care and we have to pay. After we beg to reconsider and with the mail number seven the same credit controller tell us that booking.com will exceptionally pardon the invoice but that will be the only time and we have to answer with our understanding and our gratitude which was hard to us as we feel, we were the only affected and we should invoice them for the loss.
Even after we write the gratitude mail we still receive the invoice. We speak with other hotel around and a lot of them have similar stories. They still send us the invoice, we could pay, it's not even a lot of money, but we didn't like the way we were treated (when we were answered).

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Booking.com double payment

I am writing here with a complaint against the inaction of booking.com and China Hotel Marriott in Guangzhou, China.
The point is that I booked two rooms in this hotel on October 18, 2013. Those were bookings for my colleagues who went to China for a business trip. I reserved the rooms via booking.com using my credit card but I indicated in the comments box that the guests would pay for their stay on their arrival by the card of one of them (it was written that it is possible to give my credit card number just as a booking guarantee).
Nevertheless, when the guests checked-in, I got a message on my mobile phone that China Hotel Marriott charged 1380 RMB from my card. I know that the whole cost of their stay was charged from the guest's credit card at check-out. I immediately contacted booking.com and they assured me that this sum of money was not charged but was only “frozen”. They assured me that the money would be returned to my card within 35 days.
35 days passed and nothing happened.
I would like to point out that I am not a sheik’s daughter and not an oil tycoon to forget about this money. This is a big sum of money for me.
I contacted booking.com again who promised to settle the problem as soon as possible. We have been corresponding for almost three weeks already, but this correspondence gave no results. I provided booking.com with my credit card bank account statement which they asked for. It is clearly stated there that the money was charged by the hotel but it was never returned to me.
They also asked me to send them a scanned copy of the invoice which the guests received when he checked out of the hotel. However, I do not have this document because it was sent to our auditing company two months ago and there is no possibility to get it back. Anyway, I am absolutely sure that China Hotel has all records of the guests’ payments and it is not such a tall order to get it from them. Besides, it is written on booking.com that they have an office in Guangzhou, but for some reason they cannot send anyone to China Hotel Marriott to get the invoice and settle the matter.
They refuse to give my money back without the invoice which I am not able to provide through no fault of mine!
Now 2, 5 months passed of wasted nerves and time. I cannot remain patient because any patience has an end.
I hope that you will help me and make China Hotel Marriott and booking.com DO THEIR WORK THE WAY IT SHOULD BE DONE, without postponing issues which they obviously consider unimportant.

Best regards,
Yulia B
[protected]@atletika.ru

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Booking.com hotel overbooking

i had book a hotel via booking.com, it is pre-payment type and i had paid via credit card. But after few weeks i received email from the hotel said that their hotel will undergo renovation during my stay period. Booking.com appologies and provide the solution that request me to book alternative hotel and the different charge will be refund to me after my stay period. Once i back from my said trip, i had email several times to them but get no any reply. Their customer services is truly bad. Will not consider to booking hotel via this website anymore.

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ireonsamos
, GR
Feb 02, 2015 4:31 pm EST

Did you ever got the refund?
I also have a problem with them in Thessaloniki.
I booked 3 months on advance end the hotel should be overbooked i had to pay 40% more for a terrible hotel.
One month and several mails later nothing happend.
Patrick

Booking.com Customer Reviews Overview

Booking.com is a popular online travel agency that offers a wide range of accommodation options to travelers across the globe. With over 28 million listings, the platform is a one-stop-shop for all your travel needs. Here are some of the positive points that make Booking.com a preferred choice for travelers:

1. User-friendly interface: Booking.com has a simple and intuitive interface that makes it easy for users to search and book their preferred accommodation. The website is well-organized, and users can filter their search results based on their preferences.

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

3. Competitive pricing: Booking.com offers competitive pricing, and users can often find great deals and discounts on their bookings. The platform also offers a price match guarantee, ensuring that users get the best possible price.

4. Reliable customer service: Booking.com has a dedicated customer service team that is available 24/7 to assist users with their queries and concerns. The platform also has a user-friendly cancellation policy, which makes it easy for users to modify or cancel their bookings.

5. Trustworthy reviews: Booking.com has a robust review system that allows users to read and write reviews about their experiences with different properties. The platform verifies the authenticity of reviews, ensuring that users can trust the feedback they read.

Overall, Booking.com is a reliable and user-friendly platform that offers a wide range of accommodation options at competitive prices. With its trustworthy reviews and reliable customer service, it is a preferred choice for travelers across the globe.

Booking.com In-depth Review

User Interface and Navigation:

Website Design and Layout: Booking.com has a clean and modern website design with a user-friendly layout. The interface is visually appealing and easy to navigate.

Ease of Navigation: The website's navigation is intuitive, making it simple for users to find what they are looking for. The menu and search bar are prominently displayed, allowing for quick access to different sections of the site.

Search Functionality: The search function on Booking.com is highly efficient and effective. Users can easily filter their search results based on various criteria such as location, price range, and amenities.

Booking Process:

Availability of Accommodation Options: Booking.com offers a wide range of accommodation options, including hotels, apartments, and vacation rentals. Users can easily find available options in their desired location.

Booking Options and Flexibility: The platform provides users with flexible booking options, allowing them to choose their check-in and check-out dates, as well as modify or cancel their reservations if needed.

Payment Methods and Security: Booking.com offers secure payment processing, ensuring that users' personal and financial information is protected. Various payment methods are accepted, including credit cards and PayPal.

Customer Service:

Responsiveness and Communication: Booking.com's customer service is highly responsive and provides timely communication. Users can expect quick and helpful responses to their inquiries and concerns.

Support Channels: The platform offers multiple support channels, including phone, email, and live chat. This allows users to choose the most convenient method of communication.

Problem Resolution and Refunds: Booking.com is known for its efficient problem resolution and refund process. In case of any issues with bookings, the customer service team works diligently to find a satisfactory solution for users.

Accommodation Options:

Variety and Range of Accommodation Types: Booking.com offers a wide variety of accommodation types to suit different preferences and budgets. Users can find everything from luxury hotels to budget-friendly hostels.

Quality and Cleanliness of Accommodations: The platform ensures that the accommodations listed meet certain quality standards. Users can expect clean and well-maintained properties based on the provided descriptions and photos.

Accuracy of Descriptions and Photos: Booking.com strives to provide accurate descriptions and photos of the accommodations. Users can rely on the information provided to make informed decisions about their bookings.

Pricing and Deals:

Competitiveness of Prices: Booking.com offers competitive prices for accommodations. Users can often find great deals and discounts, especially during off-peak seasons.

Transparency of Pricing: The platform ensures transparency in pricing, displaying all applicable fees and taxes upfront. Users can easily see the total cost of their bookings before making a reservation.

Availability of Discounts and Special Offers: Booking.com regularly offers discounts and special offers on accommodations. Users can take advantage of these deals to save money on their bookings.

User Reviews and Ratings:

Reliability and Authenticity of Reviews: Booking.com maintains a reliable and authentic review system. Users can trust the reviews and ratings provided by other guests who have stayed at the accommodations.

Overall Rating and Average Scores: Each accommodation listing on Booking.com is accompanied by an overall rating and average scores for different aspects such as cleanliness, comfort, and location. This helps users gauge the quality of the accommodations.

Filtering and Sorting Options for Reviews: The platform offers filtering and sorting options for reviews, allowing users to easily find the most relevant and helpful feedback from other guests.

Mobile Experience:

Mobile App Availability and Functionality: Booking.com has a mobile app available for both iOS and Android devices. The app offers the same functionality as the website, allowing users to search and book accommodations on the go.

Responsiveness and User-Friendliness on Mobile Devices: The mobile app and mobile website are highly responsive and user-friendly. Users can easily navigate and make bookings using their mobile devices.

Features and Benefits of the Mobile App: The mobile app provides additional features such as push notifications for booking updates, exclusive mobile-only deals, and the ability to save and manage bookings offline.

Loyalty Program:

Benefits and Rewards for Frequent Users: Booking.com offers benefits and rewards for frequent users through its Genius loyalty program. Members can enjoy perks such as free room upgrades, late check-outs, and exclusive discounts.

Membership Tiers and Perks: The Genius loyalty program has different membership tiers based on the number of bookings made. As users move up the tiers, they unlock additional perks and benefits.

Ease of Earning and Redeeming Points: Earning and redeeming points in the Genius loyalty program is straightforward. Users earn points for each completed stay, and these points can be used to unlock discounts on future bookings.

Additional Services:

Car Rental and Airport Transfers: Booking.com offers car rental and airport transfer services, making it convenient for users to arrange transportation during their trips.

Activities and Tours Booking: Users can also book activities and tours through Booking.com, allowing them to plan their entire trip in one place.

Travel Insurance Options: While not directly provided by Booking.com, the platform partners with insurance providers to offer travel insurance options to users. This provides an added layer of protection for travelers.

Privacy and Security:

Data Protection Measures: Booking.com takes data protection seriously and implements measures to safeguard users' personal information. The platform complies with relevant privacy regulations.

Secure Payment Processing: The payment processing on Booking.com is secure, ensuring that users' financial information is protected during transactions.

Privacy Policy and Terms of Use: The platform has a comprehensive privacy policy and terms of use that outline how users' data is collected, stored, and used. Users can review these policies for transparency.

Overall User Experience:

Overall Satisfaction and Recommendation: Users generally have a positive experience with Booking.com and are likely to recommend it to others. The platform consistently delivers on its promises and provides a reliable booking service.

Strengths and Weaknesses of the Platform: Booking.com's strengths lie in its extensive accommodation options, competitive pricing, and reliable customer service. However, some users may find the search results overwhelming due to the sheer number of options available.

Comparison with Competitors: Booking.com stands out among its competitors due to its wide range of accommodation options, competitive pricing, and user-friendly interface. It is often considered one of the top choices for booking accommodations.

Pros and Cons:

Key Advantages of Using Booking.com: Booking.com offers a user-friendly interface, a wide range of accommodation options, competitive pricing, and reliable customer service. The platform also provides a loyalty program for frequent users.

Potential Drawbacks or Limitations: Some users may find the overwhelming number of accommodation options on Booking.com to be a drawback. Additionally, the platform's cancellation policies may vary depending on the property, which can be a limitation for some users.

Summary and Conclusion:

Final Thoughts and Overall Assessment: Booking.com is a highly recommended platform for booking accommodations. It offers a user-friendly interface, a wide range of options, competitive pricing, and reliable customer service.

Who Would Benefit Most from Using Booking.com: Booking.com is suitable for all types of travelers, from budget-conscious individuals to luxury seekers. The platform caters to a wide range of preferences and budgets.

Recommendations for Improvement: One area for improvement could be providing more detailed information about cancellation policies upfront to avoid any confusion for users. Additionally, enhancing the search filtering options could help users narrow down their choices more efficiently.

How to file a complaint about Booking.com?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account to proceed. If you do not have an account, please register by providing the required information and verifying your email address.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Booking.com. Make it specific and clear, such as "Overcharged for Hotel Stay" or "Reservation Not Honored at Check-in".

4. Detailing the experience: In the complaint details section, provide a thorough description of your experience. Include key areas such as:

  • The nature of your booking (hotel, flight, car rental, etc.)
  • Details of the problem encountered (incorrect charges, poor customer service, etc.)
  • Any correspondence or interactions you had with Booking.com's customer service
  • Steps you have taken to resolve the issue with Booking.com and their responses
  • The personal impact of the issue, such as inconvenience, financial loss, or stress
  • Relevant dates and times of your booking and the issue
  • Confirmation numbers or reservation details

Be as specific as possible to give a clear understanding of the situation and why you are dissatisfied.

5. Attaching supporting documents: Attach any relevant documents or evidence that supports your complaint, such as receipts, confirmation emails, or correspondence with the company. Do not include sensitive personal information like credit card numbers or passwords.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue. In the 'Desired Outcome' field, specify what resolution you are seeking from Booking.com, whether it's a refund, an apology, or another form of compensation.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your desired outcome is reasonable and clearly stated.

8. Submission process: After reviewing your complaint, click the 'Submit' button to file your complaint on ComplaintsBoard.com. Ensure that you have filled in all the necessary fields and attached any supporting documents.

9. Post-Submission Actions: After submitting your complaint, monitor your ComplaintsBoard.com account for any responses or updates. You may receive feedback from other users or even from Booking.com representatives, so it's important to stay engaged and respond if necessary.

Frequently asked questions (FAQ) about Booking.com

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Is Booking.com a legitimate website for booking accommodations?

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

Can I trust Booking.com with my personal information?

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

Are the reviews on Booking.com genuine?

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

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

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

How reliable is Booking.com's customer service?

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

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

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

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

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

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

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

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

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

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

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

Is Booking.com affiliated with any reputable organizations?

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

How long has Booking.com been in business?

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

Are there any known scams associated with Booking.com?

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

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

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

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

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

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

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

Are the star ratings on Booking.com reliable?

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

Does Booking.com guarantee the lowest prices for accommodations?

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

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

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

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Contact Booking.com customer service

Phone numbers

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

Website

www.booking.com

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