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We booked this hotel 6 months ago. I even emailed the hotel 2 weeks ago before i arrived and they replied me with nothing changed. We woke up 4 am and arrived the hotel at noon. The staff told us, "they got computer problem and they dont have a room for us. they did not receive the booking from booking. com"

they can either send us to another 4 stars hotel which located uphill with 10 euros taxi to the bars, or they can send us to a closer 3 stars hotel with all inclusive for the same price we pay for this hotel. We booked half board here, and we would not pay the same for a 3 stars instead.. We dont wanna go the 4 stars uphill hotel since it is far away and there are lots children there but we are a couple without kids.

We told them we are not moving, they said they gave us the solution and that is all. We told them you could upgrade me to a 5 stars or move us to a same condition same location hotel but you could not move us to somewhere with worse location or worse condition. They said "you can cancel this booking and go anywhere you want". But what can we do on the day we arrived ? how can we get the same condition hotel in a short time.

We questioned them why they did not notify us since we booked it 6 months ago. they said they knew this problem on that morning which was very unprofessional.

It was almost 3pm after a long argument. i told the reception girl we have not been eaten from 4 am. she said she did not have lunch either .. ridiculous. i said to her " you are working here you making money but i am on my holiday, stuck and starving here and paying you money. She said "so what? it is the same". I could not believe a reception staff can say things like this to their customers who is suffering from their fault. Rubbish service.

Right, when we were saying we are not leaving, we did high our volume. you can say we yelled. The staff threatened us twice that they are going to call the police. We laughed. what have we done to them? we are the victims. They told us, "you are now in Spain not in the UK. We can call the police. " Wow, what a welcoming attitude!

in the end, at 4 pm on the day, the manager Monica did help us to find a room with a cancellation and sent us a free meal. I really appreciate that and i finally got my room and took a shower.

I did get the room in the end, but the hassle i received i will never forget.

i am a legal practitioner in the UK. i spent my money abroad for a holiday and what i received was a threaten to be caught by the local police.

and you know what? i booked this hotel on booking.com, but you dont allow me to review it. i dont know what you are trying to cover. but i wanted to let everybody know this experience i had which made my holiday not perfect.

I request Booking.come to compensate me my one day expense in tenerife. We stayed in the hotel counter to argue with the staff for 4 hours. We were not able to eat or enjoy our holiday at all.

Dear Sir,

This has reference to the below booking done for 6 guests at The Intercontinental Lisbon.

Booking number: [protected]
PIN code: 1372

However, the Hotel has charged my friend Aasim Merchant (Refer Room 6 below) directly, claiming that they have not received any payment from Booking.com on his behalf.

My credit card statement also reflects his charge debited to me for the below booking.

Please could you look into the matter and revert at the earliest?

Best Regards,
Homi A. Katgara
Partner
Mumbai
Tel: +91 22 [protected]

---------- Forwarded message ----------
From: InterContinental Lisbon
Date: 30 March 2017 at 21:32
Subject: Your updated booking at InterContinental Lisbon
To: [protected]@jeena.co.in

Booking number: [protected]
PIN code: 1372

Your booking has been successfully modified
The following changes were made on Thursday 30 March 2017:
Deluxe Double or Twin Room for guest Homi Katgara
Deluxe Double or Twin Room for guest Mr Sarosh Irani
Deluxe Double or Twin Room for guest Mr Hoshang Dadabhoy
Deluxe Double or Twin Room for guest Mr Shapoor Mistry
Deluxe Double or Twin Room for guest Mr. Kairus Dadachanji
Deluxe Double or Twin Room for guest Mr Aasim Merchant
Guest Name: Mr Aasim Merchant (was unspecified)

Below is your updated booking confirmation:

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InterContinental Lisbon Business trip
Phone: +[protected]
Email property

Lisboa, Portugal
Rua Castilho 149, Avenidas Novas, 1099-034
Show directions

Your reservation Get the print version
2 nights, 6 rooms € 2, 244

Check-in
Tuesday 2 May 2017
(from 15:00) Check-out
Thursday 4 May 2017
(until 12:00)

6 rooms € 2, 116.98
6 % VAT is included. € 127.02
Price € 2, 244
We Price Match

Pre-authorisation: To check the validity of your credit card and guarantee your booking, the property reserves the right to temporarily hold an amount prior to arrival.
€ 1 City tax per person per night is excluded.
Please note: additional supplements (e.g. extra bed) are not added to this total.
The price above excludes fees such as tax and service charges. Booking.com does not charge any reservation, administration or other fees.
Additional applicable taxes may be charged by the property if you don't show up or if you cancel.

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Room 1: Deluxe Double or Twin Room
This twin/double room features a minibar, bathrobe and air conditioning.
Guest name Homi Katgara
Number of guests max. 2 people.
Meal Plan Breakfast costs € 18 per person per night.
Prepayment You will be charged a prepayment of the total price at any time.
Cancellation policy You will be charged the total price if you cancel your booking.
Any cancellation or modification fees are determined by the property. You will pay any additional costs to the property.
Cancellation cost • From now on: € 374
This reservation can not be cancelled free of charge.
Room costs Room price € 352.83
6 % VAT is included. € 21.17
Total costs of this room: € 374
€ 1 City tax per person per night is excluded. € 4

Room 2: Deluxe Double or Twin Room
This twin/double room features a minibar, bathrobe and air conditioning.
Guest name Mr Sarosh Irani
Number of guests max. 2 people.
Meal Plan Breakfast costs € 18 per person per night.
Prepayment You will be charged a prepayment of the total price at any time.
Cancellation policy You will be charged the total price if you cancel your booking.
Any cancellation or modification fees are determined by the property. You will pay any additional costs to the property.
Cancellation cost • From now on: € 374
This reservation can not be cancelled free of charge.
Room costs Room price € 352.83
6 % VAT is included. € 21.17
Total costs of this room: € 374
€ 1 City tax per person per night is excluded. € 4

Room 3: Deluxe Double or Twin Room
This twin/double room features a minibar, bathrobe and air conditioning.
Guest name Mr Hoshang Dadabhoy
Number of guests max. 2 people.
Meal Plan Breakfast costs € 18 per person per night.
Prepayment You will be charged a prepayment of the total price at any time.
Cancellation policy You will be charged the total price if you cancel your booking.
Any cancellation or modification fees are determined by the property. You will pay any additional costs to the property.
Cancellation cost • From now on: € 374
This reservation can not be cancelled free of charge.
Room costs Room price € 352.83
6 % VAT is included. € 21.17
Total costs of this room: € 374
€ 1 City tax per person per night is excluded. € 4

Room 4: Deluxe Double or Twin Room
This twin/double room features a minibar, bathrobe and air conditioning.
Guest name Mr Shapoor Mistry
Number of guests max. 2 people.
Meal Plan Breakfast costs € 18 per person per night.
Prepayment You will be charged a prepayment of the total price at any time.
Cancellation policy You will be charged the total price if you cancel your booking.
Any cancellation or modification fees are determined by the property. You will pay any additional costs to the property.
Cancellation cost • From now on: € 374
This reservation can not be cancelled free of charge.
Room costs Room price € 352.83
6 % VAT is included. € 21.17
Total costs of this room: € 374
€ 1 City tax per person per night is excluded. € 4

Room 5: Deluxe Double or Twin Room
This twin/double room features a minibar, bathrobe and air conditioning.
Guest name Mr. Kairus Dadachanji
Number of guests max. 2 people.
Meal Plan Breakfast costs € 18 per person per night.
Prepayment You will be charged a prepayment of the total price at any time.
Cancellation policy You will be charged the total price if you cancel your booking.
Any cancellation or modification fees are determined by the property. You will pay any additional costs to the property.
Cancellation cost • From now on: € 374
This reservation can not be cancelled free of charge.
Room costs Room price € 352.83
6 % VAT is included. € 21.17
Total costs of this room: € 374
€ 1 City tax per person per night is excluded. € 4

Room 6: Deluxe Double or Twin Room
This twin/double room features a minibar, bathrobe and air conditioning.
Guest name Mr Aasim Merchant
Number of guests max. 2 people.
Meal Plan Breakfast costs € 18 per person per night.
Prepayment You will be charged a prepayment of the total price at any time.
Cancellation policy You will be charged the total price if you cancel your booking.
Any cancellation or modification fees are determined by the property. You will pay any additional costs to the property.
Cancellation cost • From now on: € 374
This reservation can not be cancelled free of charge.
Room costs Room price € 352.83
6 % VAT is included. € 21.17
Total costs of this room: € 374
€ 1 City tax per person per night is excluded. € 4

Special Requests
Estou a viajar em trabalho e poderei usar um cartão de crédito empresarial.
Approximate time of arrival: between 01:00 and 02:00 hours
You have a booker that prefers communication by email
You have a booker that would prefer a quiet room. (based on availability)

Important information
Please note that from the 1st of January 2016 a city tax of EUR 1 per person, per night is not included in the total price and should be paid on site. This tax is charged to guests aged 13 and older. It is subject to a maximum amount of EUR 7 per guest.

The InterContinental Lisbon is undergoing a renovation of its lifts. During this time, there will be minimal impact to guest comfort as renovation works will be limited to daylight hours and will not be visible to hotel guests

Payment
You have now confirmed and guaranteed your reservation by credit card.
The total price of the reservation may be charged at any time after booking.
Please note that your credit card may be pre-authorised prior to your arrival.
This accommodation provider accepts the following forms of payment:
American Express, Visa, Euro/Mastercard, Diners Club, JCB, Maestro, Other Cards
Change credit card details

Booking conditions
Guest parking Private parking is possible on site (reservation is not needed) and costs EUR 16.50 per day.
Internet WiFi is available in all areas and is free of charge.

See all booking conditions

Need help with your reservation?
Contact the property Phone: +[protected]
Manage your booking You can make changes, cancel or upgrade your reservation online anytime.
General questions Visit our Help Centre or Contact Customer Service

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I purchased bus tickets via booking.com. On that day of departure date, the bus company said my tickets has been cancelled. Thus, I called to the bus company and the pic asked me to asked booking.com in stead.
Booking.com pic said my tickets has been cancelled due to bus broke down and asked me to find another bus to travel back by myself. I was very angry that why booking.com can anyhow cancel my ticket on last minute and without notify me. The most angry part was they should find replacement to me but not ask customer itself to do it. What kind of irrensponsible of booking.com was? I am now no more confident to book any ticket via booking.com

I don't recommend anyone to use www.booking.com website. Information on their site is misleading and not to be trusted. When I booked my room I was promised free cancellation. For me that was very important because I was still unsure about my vacation in general. And really last moment I had to cancel everything and was shocked when Booking applied a cancellation fee!
When I contacted them they didn't reply. They only billed me and never even explained how did that even happened. Of course after such a disappointing experience I will not use their service.

Hi

I am extremely disappointed about the fact that I am going to be charged 50% of a booking I made with Booking.com

The booking never showed up in my booking.com app so I assumed that it was not booked.

I am now being charge $2, 700 for this property.

Please contact me by return email or by phone. Australian number [protected].

Regards
Sue Sutton

Hi, I recently used booking.com to find a hotel for one night in Cancun Ocean View Apartment 06/05 to 07/05 - the fee displayed on booking.com was 98.75 USD (380 pln - my local currency) however when I submitted my contact details, my bank called me up saying that the amount they try to charge is almost double (~614 pln). Highly alarmed i went on booking.com to look for details. I found an information that i will be charged a 100 usd deposit upon arrival + some climate fees. "It must be that" I though to mysefl. To my shock on the day of my departure I was told by the hotel manager that no deposit was charged and no deposit will be returned and that I can "complain to booking.com". I was additionally charged 650 pesos upon departure for late check out which i was not informed came at a fee but I consider that the hotel's fault. On the other hand I find displaying incorrect room rates with some made up explanations that do not reflect neither the cost nor the policy of the hotel unethical and unprofessional, not to mention it misses the purpose of the booking.com in the first place.

booking no [protected]

My husband is paying in general for my trip in Thailand. We always check if third party payment is allowed. We booked with booking.com at Koh Phangan resort. My husband paid, but the reservation was on my name. After charging the full amount -and they saw that the names are different- they said I can't stay there because the card was not on my name. (Same surname though.) I tried to contact booking.com for this, only answer I got was `contact the hotel`, then after I tried really hard, they sent an email saying; "we contacted the hotel, here is their answer, "."

I am not exaggerating, I have the proof, the hotel wrote to them "." and they considered this an acceptable answer. How am I supposed to trust them to protect me or my money?

Hi there, I'm currently travelling around Spain and I booked a hostel dorm room with Booking.com at The River Hostel in Valencia. When I checked in I was told they were fully booked so I would be in a room with a group. I didnt mind this until the group arrived and it was 13/14 year old school children on a trip to Valencia. In my country this is illegal and I'm pretty sure it must be against child protection laws in Spain also. In the end I checked out early and stayed at a different hostel.

I tried to make a booking through bookings.com after not receiving a confirmation email and no booking in my account I did not think this booking was processed until the whole amount was booked on my credit card. After ringing both the Mantra on Jollimont and Booking.com both have saId there is nothing they can do. Surely there is a process where consumers are protected from scam like this! I will never use them again

On april 26th 2017 we booked rooms in abidos hotel apartment through my credit card. Booking number is [protected] pincode is 3995. I got the message that my credit card is invalid.
So I booked in ibis mall of the emirates on 28/05/2017. Booking no is [protected] pincode is 2602 booking is confirmed.
On 30/04/2017 I got a message from my bank that 24415 inr is been deducted from my account.
I made so many international calls to ibis bank to confirm the payment. But they said they have not received any payment.
Then I sent mails to booking.com. And so many calls to the toll free number. There was a proper reply from you. So I sent a termination request to my credit card. Then applied for a new card.
Running piller to post then I got the message from the abidos that booking was confirmed on 30/04/2017
Since we were planning for a holiday didn't want to raise the question
Now let me know
My credit card is invalid on26th april how come it becomes valuable on 30 th april
Since then l booked & cancelled in ibis mall. How is responsible to that.
I blocked my credit card. So that bank changed me around 1000 inr.
Since I didn't know what happened to my money I raised a complaint to bank & police.
So much of money wasted isd calls to the hotels.
This was the worst experience in my life. I will be taking this to legal action if I am not answered properly.

Booking number: [protected]

Dear sir
Even After reconfirming of our tentative arriving at hotel why we were not able to check in to hotel ? At 1.00 am of night guests were to ramble out the road for whole night. Hotel even not allowed to enter into in. Hotel boy screamed out in saying that they dont bother booking.com.
U r a big organisation n we have booked through ur portal considering that it wl be a authenting booking.
We want action against this misbehave of this hotel.

Ur prompt action wl appreciate us for keeping our further relationship.

Shiplu majumder
On behalf of
Md oli ullah

I booked my lodging through booking. com. My room was disgusting and full of mold. I requested a full refund to find another hotel. I was refused a refund by the manager. The pictures posted on booking are misleading. My room was disgusting. I paid $629.00 for that flea bag room, and I want my money back. My family had to stay in that mole infested room. Mold kills. That room had mold on the walls, the refrigerator, the lamp, everywhere.

I booked my lodging through booking. com. My room was disgusting and full of mold. I requested a full refund to find another hotel. I was refused a refund by the manager. The pictures posted on booking are misleading. My room was disgusting. I paid $629.00 for that flea bag room, and I want my money back. My family had to stay in that mole infested room. Mold kills.

Dear Sir or Madam,

I'm writing to complain about the misleading information which is situated on Booking.com.

Ive booked a room in Venice (# of booking [protected])and was sure I'm going to a hotel because the page of the hotel said it was a Guest House.

I was surprised in a bad way when I arrived to the Calle Burchielle 421 Santa Croce (address given) and didn't find any signs said the hotel was there. Nobody send us the information that we need to arrange the time of arrival with owner. Nobody waited for us there.

We hardly could find a phone and called the owner. He said that he send us a message with a question about time of arrival but we couldn't get it as we were on the trip. I believe that this information must be provided beforehand as most of people don't have internet being on trip.

Even the worst thing happens when we found what the room is...
Cockroaches on the walls, bad smell from a bunch of sheets from previous guests left by owner in the wardrobe on entering the room (I have pictures of a wardrobe full of dirty sheets). The shower was out of order. The apartment in a very poor condition. Elias came to change the sheets at 11(!) pm not telling us thay he was going to come. Terrible experience in such a beautiful city.

I read about the same experience of others on booking. And don't think that the rating given to this place on booking is real.

Your fainthfully,
Anna

booking number: [protected]

I made a reservation and it was stated clearly free cancellation until the day of arrival at 18:00 and no prepayment required.

I entered my credit card details and a few days later after the Confirmation date i was charged 169 Euros. although it was stated clearly that the fees will be payed upon arrival.

I sent an emails to the Hotel and Booking.com and i received no reply.

I need the money to know the reason the credit card has been charged and i need a refund for this money.

Please get back to me as soon as possible

I booked a room at a hotel through Booking.com and received a confirmation email with a booking number and PIN code. When we got to the hotel at 11:30pm they had no reservation in our name and no information was ever sent from Booking.com. By the time they determined they had no available rooms it was after midnight and we needed to be up at 5pm to get a flight home. We ended up sleeping in our car in 40 degree weather because we could not get a hotel room in the vicinity for an affordable rate. I will never book through booking.com again. To have the rug pulled out from under you after midnight is not something I chose to experience again and I can never trust that Booking.com will actually complete any reservations for me.

I had never seen such bad service. So I make a reservation in a hotel that you claim to have 3 rooms available.
And I have to inform you that the hotel is full for 2 weeks ago.

Your solution is to arrange a new hotel within the area and the price I was looking for. I accept, with in 5 minutes your service send an email to inform that you have been deceived once again and the hotel  arranged as a solution was equally occupied.

I spent a whole day in suspense with your service that in fact only brought me harm because of the international calls I made for your 'support to the client' and lost the opportunities to book on other platforms that t in fact work.

I do not intend to use your service again. So your solution to give me 50 USD future discount is useless.

Please, i´ll await on your response regarding the best way to send my written dissatisfaction about your service.

On May 9th I booked a room at the Comfort Inn in Kent, Washington.
Check in May 16th, check out May 17th.
When I looked at the confirmation I noticed that I had accidentally booked the room in the city of Kent - OHIO and not in Kent - Washington State.
An honest mistake. When I asked to cancel and return the money so I could rebook in the state of Washington I was turned down.
You collect money for services NOT rendered, that is unethical.
Booking number: 1128.647.140 PIN 4903

Booking No. [protected]
Pin Code: 0037
I booked the hotel Club Paradisio for 3 persons from 29th April - 3rd May inclusive. When my daughter arrived at 11pm on 29th April she was greeted with no room available! Please bear in mind this should have been available from 2pm on that said day. My daughter had to wait 45 minutes for a room to be made available. This was room 1045. My daughter thinks this may have been staff quarters! The room had a small patio area out the back but surrounded by a high wall. The room next door (1046) was unable to lock as there was a couple of unhappy customers there also!
However she was told that a room that was booked would be available the next day when myself and my other daughter arrived (10.30 am). When we went to reception we were greeted with fully booked! We explained the saga of the night before but nobody seemed bothered and said to come back later! We came back later 2 other times only to be greeted with no room available. I stressed that I booked this sometime previously and if the hotel was fully booked they should not have taken my booking, or indeed other bookings after I had booked.
I booked a deluxe triple room for 3 persons.
At about 5pm on Sunday 30th April a room was made available to us that was designed for 2 persons (Room 3132). A put you up bed was placed along side the other 2 beds. We explained that this was not acceptable but we had to take it as obviously "there was no room at the inn". There was only a table for 2 on the balcony outside.
I am utterly dumbfounded with Booking.Com. Since I have been home I have e-mailed and also telephoned. I was told to send an e-mail outlining the problems together with room numbers and receipts etc. I have done this and although e-mailing to ask that they respond, have received no response. I attached receipts.
I also explained that I was charged 250 dirhams each for dinner for 2 persons (500 dirhams) on the night of 2 May and explained to the hotel that this was incorrect and it should have been 14 euros each as on my booking form that I received from booking.com but again no response. I had to pay on my credit card because I did not have enough dirhams and stated that I would seek legal advice when I get home.

I therefore will report this incident to Watchdog, also Consumer Rights and also the Ombudsman if Booking.Com do not take action and rightly give me the recognised compensation.

I booked and paid for a deluxe triple room for 3 and this was not received and you are therefore in Breach of Contract. Also I spent my first day on holiday trying to sort out a room that I booked through yourselves sometime previously. You or the hotel should not be taking bookings that you have no room for!
I therefore will take this matter further if I do not hear back from you in 48 hours. I have already been waiting a week for booking.com to respond to no avail.

My wife and I booked accomodation in queenstown through booking.com. Two weeks later and two weeks before flying out we get an email saying that the pool is closed for maintenance.
We rang the hotel and they were more than happy to cancel our booking but booking.com will not. I called them (offshore toll call) and they said they would get back...now a week later and a dozen emails and calls...nothing!

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