Booking.com
reviews and complaints

I am going to hold a vacation trip with my wife in Spain between the end of September and the middle of October. If it was not enough for the high dollar that almost ruined my plans, a rogue hotel partner at booking.com made the situation worse. I was having a hard time finding a hotel in Barcelona that suited my limited budget. So on the night of 4th fair I was very happy when I was able to make two reservations at Violeta Boutique on the booking.con website, a well located hotel with good customer ratings. I booked an apartment with a bedroom and terrace for a total of 313.20 euros for the 3 days between 26 and 29 September (confirmation number 1722.905.796) and the "family room" for 375.84 euros for the 3 days between 13 and 16 of October (confirmation number 1118.430.087). Well, at dawn that same day, I started to receive SMS messages in which Boutique Violet indicated that my card was invalid, which I knew was not true! Soon after, I received other messages that my reservations had been canceled. Well, I called the central card that confirmed that there was no problem with my card. Worse, they told me that Violet tried to make the pre-authorization with zero value, which is impossible, since it has to be worth more than 0, and the attendant told them they knew that very well! I know my card is working perfectly because I made other reservations in the same period on the website of booking.com (I have the reservations printed) and I made another reservation to test with the same card for the period 09/26/2018 to 09/29 / 2018 at Hotel CHI by booking.com in Barcelona on the same day that Violeta Boutique canceled my reservations and the hotel pre-authorized more than $ 145 on the same card. What most upset me was that Violeta Boutique re-listed the same rooms for these two periods for higher prices (505.44 euros for 26/09 to 29/09 and 587.52 euros for 13/10 to 16/10); I have printed evidence proving this. It is clear that the Violet regretted for some reason to accept my reservations and lied that my card was invalid to cancel them. With this, I will have to spend more to stay in Barcelona. If I do not comply with the agreed terms in a booking on booking.com, I am financially penalized, for example when I cancel the reservation after the deadline for free cancellation. With my reservation was canceled without reason, based on a false claim I want to be reimbursed by booking.com in the amounts of my reservations for improper breach of contract. Neither Violeta Boutique nor booking.com replied to the numerous messages I sent, denoting obvious bad faith and disrespect to its customers

Made a booking through Booking.com for accommodation at Elephants Springs and Cabanas for 2 udults and 1child (15 year old)for the 9th till the 12th of August 2018. At Elephants Springs a room with a double bad was reserved meaning our 15 year old had no place to stay. There place was fully booked and therefore we were left stranded in the middle of the night. We had to find another place to stay. On the 10th we went back to get our refund as we never made use of the room which couldn't accommodate us. Both Elephants Springs and Cabanas and Booking.com refused to refund us although they could not accommodate us as per our booking. Amy at Booking.com did not help and put down the phone and the General Manager at Elephants Springs and Cabanas said he could not help and that his hands are tied. We were instead told that we will be charged although we were not accommodated. This is bad business practice.

On 24 March 2018, we made a booking for the Bellariva Monopoli B & B e Relax for 8 to 12 August inclusive. We booked a ‘garden view room'. The confirmation number is [protected]. We arrived today, 8 August and were shown to our room. At no time were we ever advised that there was any difficulty with our booking. The room we have been provided is not a room with a garden view. It is a bunker. Our ‘window' is over 2.13 metres high. I can see the sky and the third floor of an adjoining building. We have been deceived. Monopoli is in its high season, so no alternative rooms are available. The owners have had our booking for nearly six months.

We are regular users of booking.com. We rely on the integrity of the descriptions, especially because we travel from Australia and as you will appreciate the distances and expense we incurr to Europe and the US are significant. We feel very strongly that we have been misled and exploited on this occasion.

We arrived(27.07.18) in the early hours of the morning with two tired children. We were told the hotel was fully booked and taken to a small shabby room just behind reception which had two single beds and a camp bed, for two adults and our 15 year old son and 12 year old daughter. There was no space in the room for a further bed. My sons feet hung off the end of the camp bed which was too small, and was placed in front of the patio doors blocking access to the balcony. I wanted to cry I was so disappointed. We went back to reception and were told there was nothing they could until the manager came in the morning. We asked for a bed for my daughter, after an hour of waiting and asking twice the bed never came, we probably would not have been able to fit it in the room anyway, and it would have been a fire risk. Fortunately our friends were able accommodate our daughter in their room for the night, otherwise one of us would have had to sleep on the floor or on the sofa in reception. My husband went to speak to the manager in the morning who had not arrived by 10am. We were unable to speak to the manager that day. We do not expect to pay for the accommodation for our first night and wish to be compensated for such an awful experience. Later the next day the reception staff organised for us to be moved. We were given a room with a double bed and double sofa bed. The standard of the room was poor, with mould and rust in the bathroom, and a broken door stopper lying on the floor. Their was no privacy for the children to change. My daughter had to sleep with me and my husband with my son on the sofa bed. Sadly the hotel had not been well maintained. We came with our friends who recommended the hotel as they had visited the Garcia 2 years ago, they were appalled at the decline in standards and continued to apologise throughout our stay. We made the best of the holiday for the children. The food was poor and the cocktails appalling. The wine was undrinkable. There was no fresh fruit juice. There were very few staff in the restaurant and bars. This was sadly not the 5 star ultra experience we had imagined and saved for.

We look forward to hearing from you soon.

Kind regards
Mr and Mrs Reid
Booking number [protected]

I booked a room at the Seminole Hard Rock Casino in Tampa, FL through Priceline who then booked it through Seminole Hard Rock Casino's booking agent booking.com. The reservation was for August 23, 2018 with a free cancellation up to 2 days prior. I canceled on July 30, 2018 through Priceline and received an email from Booking.com Confirmation number: [protected] that I canceled the room. I called Seminole Hard Rock and they did receive my cancellation and told me that I would get my refund back to my bank no later than August 3. After checking my bank on line, I emailed Booking.com and they emailed me back and said the refund was issued and I'd have to call my bank direct to see when the refund could be expected. I contacted my bank on Aug 3 and they said there was no pending refund. I sent Booking.com an email on August 6, letting them know that there was still no refund. I got an email back on August 7 from Booking.com saying that the refund was now issued on August 6 and I had to wait 5 to 10 business days in order for my bank to get the credit. I spoke with my bank and they said they had had refund issues with Booking.com a lot. DO NOT USE BOOKING.COM OR BOOK AT SEMINOLE HARD ROCK CASINO THROUGH BOOKING.COM. Right now I'm thinking this is a scam Seminole and Booking.com uses in order to either not give you your refund or do not tell the truth about when the refund was issued. Now I have to wait in see if they really do issue. The refund. My bank is aware of Booking.com's behavior. I have also reported them to the FTC for lying to me about when I can expect my refund and giving me the run around.

Booked room with two double beds for two nights and when we got there it was a one bed room with a pull out couch. When we complained we were told if we didn't like it we could cancel and good luck finding another room in Boston. Also their was supposed to be a swimming pool at the Boston comfort inn in Dorchester Massachusetts and their was no pool, and when asking for extra pillows to accommodate the pullout couch, we were told their were none.

Don't know who I'm more disappointed in, the hotel or Booking.com

PAYMENT Confirmation number: [protected], pin: 1104

4th August

We arrived the property after driving 2 hours from Varna with our 2 kids.

No one was contactable, and the apartment was not accessible. We called around wasting another 2 hours of our family holiday.No contact from owner, wrong phone number provided.

After being told by a Booking .com employee on the phone that they would contact the owner, and find us a new place to stay. We waited. We waited more.

Long story short is we could not find any more accommodation in Burgas and our weekend away was Ruined !

We had to drive home late that night.

The money has been taken from our account .

PLEASE RETURN IT IMMEDIATELY.

This was a very sour experience and i advise others to be very careful booking last minute in large complexes.

THIS IS OBVIOUSLY A SCAM AND BOOKING.COM MUST FIX THIS.

After receiving 'overbooked - go book somewhere else' message, I booked another guesthouse. Customer Service at Booking.com promises to refund the difference. I ask to confirm this on e-mail. After talked to 3 different people at helpdesk still no clear: Booking.com will pickup the difference. Either vague wording or just no reply.

I guess Booking.com strength is to lure you into booking hotels with them. If there is a problem they are not around anymore ! Cheap trick and shame on you, Booking.com.

This is my last booking with them. Why would I give them 15% if they do not anything for me ? I rather spent it on the hotel then. Same price anyway.

We have booked at lane park hotel nyc, by the name nikos negas.
Check in 06.25.2018
Check out 06.28.2018
Confirmation number: [protected]
Pin code: 9058
The guarantee was payed from my master card (debit card) in the name of tran van tsao an tou nefeli.
The amount was not returned back in my account as they said, yet.

From: "park lane hotel - a central park hotel"
Date: 22 june 2018 at 11:19:04 eest
To: n. [protected]@fridays. gr
Subject: 🛄 thanks! your booking is confirmed at park lane hotel - a central park hotel
Reply-to: "park lane hotel - a central park hotel"

Booking.com has allowed ROOM ROOM HOTEL SAPANCA TURKEY to steal my money despite I cancelled for FREE and Booking promised to Refund, However after SEVERAL SEVERAL SEVERAL mails, calls and followup, NO respond and yet not refunded.

Another Issue with Booking BEREKET APARTMENT HOTEL ISTANBUL TURKEY also he stole my money when It was NOT as advertised, IT IS DISASTER and HUGE FAILURE OF BOOKING.COM POLICY, NOT Safety to book with BOOKING.com,

According to your client the villa owner we were to receive our deposit refund on 11th July. After various phone calls being unanswered by the owner we turned to booking.com. Totally being fobbed off with we will call tomorrow or the money will be refunded tomorrow etc.
The Villa was a disaster I have sent Photos requested by Booking.com but nothing has been mentioned about the state of the accomodation booking.com supplied.
ie Villa had curtain rail falling down, cistern not attached to wall, holes in the curtains which were dirty, dangerous electrical connections. The Villa was suposedly called Margharetta no 7 however the name outside was Villa Nora numer 2. Perhaps should have been called Fawlty Towers.
My wife myself and my mother who is disabled paid £750 for this accomodation including a cleaning charge although no cleaning was done when we were there, apart from the cleaning we did.

After months of looking at beach houses in Galveston online for rent, to spend a few much needed summer vacation days with my kids, we get all the way there and after the 5 hour drive, there was someone already staying in the home. Called number on reservation (Reservation Confirmation # 1842.779.673 Pin 2583), and was on hold and since it was later in the day, wasn't sure anyone would answer. Finally reached someone, not even sure if it was booking.com associate or local management company, and no one seemed to understand what happened. So then to prevent my family from sleeping in the car for the night, had to find another property while sitting on side of road. Picked something economical, because frankly, I was not sure if I was still going to be charged for the original booked home. Especially since Booking.com site says non refundable reservation.
So got into a different home, which was nothing like home I rented originally, no view of beach, nothing like what my family planned, it was just a total non-beach house! So then was on phone and email constantly stating how unhappy and disappointed we were about our much awaited vacation to be completely ruined. And basically Booking.com stated, well since you ended up renting another place which was cheaper than your original place you rented then we aren't going to do anything.
I couldn't believe it, they were acting like they did my family a favor by saving us money on a cheaper replacement house! The whole reason I rented the original home was to be right near and in view of beach! They cancelled my original booking for free, which I was grateful for. Plain and simple, Booking.com didn't care they ruined our family vacation!

Yesterday I booked via Booking.com and the price of a triple room with breakfast was 80 euros. But the email of confirmation Booking.com
Numero di conferma: [protected]
Codice PIN: 2496
was 90 euros. I didn't read the email when it arrived. I only noticed the difference of price when I got the receipt from the hotel (they had already taken the money from my card). I told them that the agreed price was 80 euros, and they said that it was a mistake of Booking.com.
I think I made a mistake not reading the email when it arrived. I was sure that it was not necessary, but I was wrong, because somebody had changed the price.

Overbooked at original accommodation. Primero Appartments Basingstoke. Booking.com suggested Stilring House. Even though £50 more, we took Booking.com's
suggestion.

Not very clean and in a poor state of repair (see photos) with a general aroma of ‘wet dog'

In the change of locations I stopped receiving emails and contact from booking.com. So had no info upon arrival and stood outside for 20mins trying to contact someone. Same with Checkout instructions.

Then asked for bedding twice that never arrived and every time except the first time I got through on the phone the number never picked up (see repeated efforts to contact Stirling house)

Shocking in every respect. Plus poor service from Booking.com with lack of communication. No oversight from Booking.com as to the quality of offered alternative accommodation. Which turned out to be worse and more expensive.

I at the very least require the extra money spent refunded. Also would like to see Booking.com looking into the standard of offered accommodation at sterling house.

I do upwards of 100nights per year in Hotels (Marriott Platinum Premier Elite member) and was thinking of using Booking.com more and more in my travel plans. If this isn't handled correctly I assure you I will never return to Booking.com.

I booked a hotel in Victoria, BC on July 18th, 2018. Arbutus Inn on Douglas Street. I was asked to give the hotel a copy of my identification to keep on file behind their desk. I am very unhappy about this as there is no mention on the site that the hotel will ask for personal information to be kept. I have no issue showing identification and they have my credit card info, so not happy about the non disclosure. I know you say to contact the hotel for their policies but in the day of the privacy act I find this practice totally against my privacy. This is an important issue that should be stated on your site if you are going to have them advertise with you.

I booked the Clayton Hotel Dublin Airport for August 1st for my family and paid 143 euro. However I made an error and the the date should be July 31st.

However after realising my error I tried to change but your website would not let me. It said that I would have to forfeit my entire amount. I think this is very unfair as the hotel benefits the entire amount and I am out of pocket.

It is difficult to contact your company to register a complaint. I am a regular customer on your website and have made numerous bookings over the years. If this is not resolved to my satisfaction I will never use your site again and will make my complaint public on social media.

I have already written of my experience on trip advisor

We booked "Hotel ibis Versailles Chateau" on July 8-9 (2018) which is near the train station and the Versailles palace, however, booking.com gave us confused booking confirmation for the hotel name as "Hotel ibis Versailles Chateau" but the actual booking at "Ibis Versailles Parly 2" which is 15 mins bus trip from the main train station. the two bookings made us confused on the arrival and we needed to reschedule for our visit to the palace.

Our booking confirmation number is [protected], and both hotels show up on my phone for upcoming accommodation choices. The attached photo is the messy confirmation details.

[protected]

Hampton Inn has confirmed fees associated with this cancellation is EXCLUSIVELY yours! The provider explained they "would never charge their customers for early cancellation" and recommended going forward to work directly with the hotel. Without informing me of your policy -which makes no sense - exactly what service am I paying or receiving since the reservation has been cancelled and more than likely will be booked by another party? I refuse to pay for someone's stay!

Your policy is robbery and rapes customers of what should be a pleasurable experience. Who would EVER want to use booking.com with service such as yours!

Confirmation no : [protected] PIN : 2368. I was supposed to check in to Art in Accommodation in Rome, Italy on 1st July 2018 between 12 and 8 PM. I got information that my flight will be delayed and i tried to call the hotel that I will be checking in late in the night around 12. They did not respond properly and cut the call. However, i did not lose hope and called the booking.com customer care twice for support and they had a talk with hotel owner and they informed that I cannot check in the night around 12. I asked customer care guy to check with hotel if i can check in the next day morning and the customer care guy informed me that the hotel owner agreed that he will not cancel the reservation and i can check in on 2nd July morning. 1st July night when i landed in rome i got notification that my booking is cancelled . I called booking.com customer care but they were unable to help during that time. So, They said they would get back to me but they never did. I was with my family and I had to book some other accommodation in the last minute.Since, there was hopeless communication from the hotel authorities and cancellation from hotel and helplessness from booking.com customer care representatives, I want my amount to be refunded. Otherwise, I will never use booking.com again

Road trip from Orlando to Antioch, TN on JUNE 30-July 1/ 18. I booked a hotel room at the comfort inn and suites in Antioch Tennessee several days before leaving for the road trip thru Booking.com...I was sent a confirmation text and email saying I have the room. Upon arrival at Comfort Inn & Suites after a 12 Hour Dr.… There was no hotel room booked at Comfort Inn & Suites… They had no record of an email or a reservation made in my name. Needless to say… I am not pleased with Booking.com and probably will never use them again… The clerk at comfort inn said they were third-party and Comfort Inn is not responsible.