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4.2 8196 Reviews

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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T
11:51 am EDT

Booking.com problem with a hotel not solved

On Saturday, Sep 16th, I had a hotel booked in London. The name of the hotel is Oxford Hotel. The number of the reservation was [protected].
As soon as I arrived at the hotel, I was designated to a room on the next building. Entering the room, the smell of mould and smoke was terrible. In my reservation I requested a non-smoking room, but you could clearly smell that it was not the case. The room had no electricity, everything was dirty, it was dark. I went to the reception (waited for a lady who was talking to the person there, complaining that electricity was not working in her room.). When she finished I talked to the person there, an extremely rude man. He was clearly upset about me complaining to him about the room. First he told me that there was nothing he could do. When I told him that I would not stay in the hotel and wanted to know about a refund, he told me he could offer me another room. The didn’t even bother to show me the other room, he simple waved on the direction I was supposed to go.
Entering the second room, the situation was not better at all. There were coffee and other stains on the walls. The furniture was damaged and dirty, I tested the toilet and it was not working. As soon as I saw it, I called booking.com, considering the person in the reception told me I could not get a refund. While I was talking to Achmed, the person who picked up my call at Booking (I hope I got his name right), the guy from the reception knocked brutally on my door to know if I would stay or not. I told him I was calling the website to solve the problem, and so he shouted at me that he could not wait and he needed to know my decision. Achmed told me he would phone the hotel and call me back in less than 10 minutes. I decided I couldn’t stay there for 10 minutes, I was really afraid of the guys from the reception and decided I could never spend the night there, knowing they could come in at any moment. So I went to the reception and once again waited while another customer was complaining about exact the same problems, telling the people in the reception that his room had mould all over it, there were cigarette butts on the windows, the room was dirty and with a terrible smell. I then informed the people at the reception (the manager and one receptionist) that I would not stay in the room, and they told me they would not offer me a refund, because my reservation was not entitled to a refund and I knew it when making the reservation. I knew it, that’s true, but I was expecting a room like the ones I saw on the pictures, bright, clean. I paid for a room based on the pictures advertised, and I didn’t get a room like those at all. Anyway, before leaving I asked for a paper or a receipt or anything informing I was checking out, and they told me they didn’t have any kind of receipt like that. I told them that it was absurd, I needed proof that I would not stay there and I was leaving, and he informed me that it was written in their system already, and they couldn’t give me anything else. Luckily Achmed called me while I was at the reception and I told him I left the room already and decided not to stay. Achmed told me he saw the pictures I sent him and I was right, they were absolutely not like the ones advertised and I was certainly entitled to compensation. Anyway, about 2 hours later, when I was already with another hotel booked and far away from the hotel, Achmed, from Booking, called me to ask if I was still at Oxford Hotel. I told him that of course I was not, actually I was on the phone with him hours before, when I left the hotel. Achmed told me the manager of Oxford Hotel told him I did not check out of there. This showed me the bad-faith of them, that they lied once again. And it also showed me that I was right in leaving, staying there with that manager and the men from the reception was not safe at all.
Then once again Achmed told me he got the other pictures I sent him and they were really not like the ones from the website. He asked me if I paid for the hotel, I told him I have. He asked me to send him pictures of the proof of payment, so they could reimburse me. I sent him the pictures on the same day, when I arrived at the other hotel. I thought the problem would be solved. I had to pay much more for another hotel on such a short notice, but at least I would be safe and in a clean room, so it would be fine, at least I would have the money from the hotel I did not stay in.
Then some days later, for my surprise, I receive an email from booking.com, saying they were sorry I had a bad experience, but there was nothing they could do. They wrote that I stayed in FAR AFTER A TIME THAT IT COULD EVEN BE RESOLD.
I cannot believe it. I expected this kind of lie from the hotel manager, because he proved to be dishonest and from an evil nature, but I couldn’t believe I had to read it from Booking.com, considering I WAS TALKING TO THEM ON THE PHONE AT THE SAME TIME I WAS LEAVING THE HOTEL, less than 10 minutes after getting in. I didn’t even wait the 10 minutes Achmed asked me to, while he called the hotel. They lied I stayed longer that I actually have, they lied about the cleanliness and appearance of their rooms and they lied about the not not being resold, because there were tourists at the reception waiting to get into the room I was in AT THE SAME TIME I WAS TRYING TO GET A PAPER SAYING ABOUT THE TIME I LEFT.
They refused to give me the check out receipt, which is not acceptable.
As you can see in my account, I travel quite often and I always book my rooms with Booking.com. I am not a person that complains for no reason, if you check my history you can see I always write reviews on the places I stay in and never write bad reviews for no reason. It’s a shame that the website is not taking responsibility for it, considering I was talking to someone from the website the minute I left the hotel, I told him right away the people from Oxford Hotel refused to give me my check out, and Achmed told me that it wouldn’t be a problem, because he knew I was in fact leaving.
The website advertises the place, and the less it should be responsible for is making sure the place they are advertising and selling to the client has real pictures.
I am attaching some photos of the room (unfortunately I didn’t think it would be so difficult to solve the problem and didn’t take more photos).
Not to mention that the money was taken away from my account on the same day I arrived AND there were two deposits pending until yesterday (ONE WEEK LATER).
I hope to get a decent reply from Booking.com.

Regards,

Thuany Hitner

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8:01 am EDT
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Booking.com one of the worst hotel and want my money back

I have booked a room from 512018 to 1212018 when I booked it said I cant get my money back I took it for granted that the hotel would be clean have no cockroaches or rats or the building falling apart when I looked up trip adviser it had photos of all of the above the hotel in question is Hotel Pennsylvania 4017 Avenue Chelsea New York I really feel sick now how can they sell booking in this place

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1:43 pm EDT
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Booking.com hotel

Good Afternoon

I feel the need to send this email, as we "attempted" to stay in the "hotel" and we horrified when we checked in to our room on the top floor 501B.

We walked through the door and the first thing we were confronted with was a hole in the bathroom door, not even a handle let alone a lock!, the bed was filthy with holes in the duvet cover.
there was a hole in the mattress of the bottom bunk bed, the beds were unmade no where in the description of the hotel did it say you have to make your own bed. there was mildew/mould on the base of the bed, we were given one towel for 4 people and i checked the wardrobe. The wall lights had no covers just bare bulbs, when it came to the wall sockets they are a health and safety hazzard as the wiring was hanging out and the front covers were hanging off see pictures attached! My Husband is a certified electrician and was shocked when he saw the pictures, the curtains were stained, the windows neither opened nor shut. when i asked the night porter he just shrugged is shoulders, as if he just didn't care, the wardrobe door is hanging off its hinges this was my friends 60th birthday and it was completely and utterly ruined.

we had to find accommodation else where as the room was unfit to stay in! when we left we asked the night porter to refund the card as we didn't stay and were were told he doesn't know how to one and has called to confirm the card has been refunded?

Very disappointing

Regards

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4:59 am EDT
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Booking.com confirmation number: [protected] - no room available

Hi Support,

I have a booking done by my company but when I arrived they said there is no room for me and this is common in hotels. then they asked me to wait and then a hotel booked 17 miles away from my client which again caused me more incontinence.

This is unacceptable since we have paid and got the booking confirmation, but did not give a refund or a compensation for the incontinence.

Manager disappeared when I was leaving the lady said she will speak to the manager and get back to me but no response yet.

Could you please step in and do the need ful?

Regards,
Mohan
[protected]

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1:28 pm EDT
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Booking.com regarding confirmation # [protected]

Hello,
My name is Mark Morales, and recently booked a weekend at the Knights inn (500 North Albany avenue) in Atlantic City through you. This was for my best friend, Raul mantilla (also listed under this reservation) who is getring married. I am displeased to say the least. For the duration of the stay, (Sept 15-17) the phone did not work, the TV did not work, the wifi was inconsistent AT BEST, the sink was clogged and wouldnt drain, and the cover to the A/C kept falling off, making a loud noise andwaking us up at night when it fell and hit the side of the bed. Furthermore, I requested a smoking room and was given a non smoking one, and our room was never turned over by the house keeping staff. I mentioned the sink, TV and A/C to the owner, who did try to fix the issue, but said it would require using a large machine to unclog the pipe. I had no issue with this, and he told me he would take care of it while were gone, so as not to disturb us with the large machine. We went out, and came back to a still clogged sink, still not working TV and broken A.C. cover. I was not offered any type of compensation, rather I was given the run around and told that a manager would take care of it. Every time I call, the manager is "unavailable. I feel this is unacceptable as I was a paying customer, and at no point was rude or unpleasant in making numerous complaints. I have pics and video, but I am unable to upload the video through here, for some reason. I am hoping that you can PLEASE help compensate me for what was a terrible stay. Once again, my confirmation number is: [protected].
Thank you for your time, I look forward to hearing back from you.

Regards,

MARK D MORALES

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4:52 pm EDT
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Booking.com overbooked hotel for 130 customers during a hurricane

Booked a hotel room in Tallahassee, FL due to no refund policy we drove in to the night to get to our hotel. It was during the Irma Hurricane.

When we arrived there was a lobby full of customers, which seemed odd.

Come to find out Booking.com overbooked the hotel by 130 customers for a 59 room hotel.

After 3 hours of lip service it was obvious there was no lodging anywhere, so left with no other choice than a dark WalMart Parking Lot.

Booking.com gave no compensation or concession for the major inconvenience.

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2:52 pm EDT
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Booking.com we could not stay on the property but we were charged for the whole reservation.

On Sept 11th around 5:00 PM I made a desperate reservation on booking.com in order to escape the miserable conditions in Miami after hurricane Irma. We had no power, therefore no A/C. We have a 2 years old Samoyed which cannot be without A/C for long periods of time. I also needed an internet connection so I can keep an eye on some remote servers I currently own and managed.

With great difficulties due to weak signal from my carrier I was able to make the reservation using my 4G connection on my phone, therefore I couldn’t see too much details about the property.

My only requirement was to make sure the property was PET FRIENDLY, had A/C and Internet. Which the booking.com page said they were.
After a quick packing the 3 of us left Miami and begin our trip to Hollywood, Broward County. The trip was not a panacea, most sections of the road were pitch black with debris and when we finally made it to Hollywood, and we realized that it was the same as in Miami we stared to lose hope but we pressed on and we kept on driving. Trees were down everywhere, it was nerve wreaking.

First Issue: I started calling the property before we left Miami to make sure they didn’t have weight limitation on Pets (Our Samoyed is 57 lbs.) and NO answer! I kept calling every 15 min or so but still no answer!

Second issue: Property was not easy to find. I kept calling and finally a woman with a very heavy English accent answered the phone, it was already pass 10:00 PM. She said to look for a big house, but I could not find it. After driving almost for another half hour I kept calling because they weren’t too responsive. When finally in the dark we saw a flash light, we drove towards and we arrived to “the big house”

Third issue: This was not what we were expecting, the woman and an old man were outside and as we drove through the drive way I rolled down my window to say hi. They were clearly in distress. She said that they just got the power back and when I asked if they had internet she say that nothing was working.

Fourth issue: Because they never answered the phone, I have had not the time to explain about our dog. So I quickly showed her our dog sitting in the backseat and she reluctantly said that it will be extra, however, as soon as the old man saw the dog he started talking in Hebrew and he seemed upset to the point that he turned around and just walked away. She said that he didn’t like dogs and that it was okay if we didn’t want to stay.
After that poor welcoming my wife and I decided to leave even thought we had no idea where to go and if we could find a place to stay. So we drove for hours going from hotel to hotel but they were all sold out. Exhausted and defeated we got back to Miami with a couple gallons of gas to spare.
Power came back in the morning so our dog was fine. The rest is history.
After the horrible experience it will be ridiculous if on top of all that we also have to pay for a service that was never offered nor rendered to us.

My CC asked me to send a letter so I can dispute the changes. I’m not paying a cent to those people who have no clue how to conduct a hospitality business.

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12:10 pm EDT
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Booking.com booking.com

I received an email from Sun International, advising me that my reservation has been cancelled

My reservation is through Booking.com. You have confirmed my reservation! They have no right to cancel

I need this resolved!
Confirmation #[protected]

PS: I referred this matter to Debra at your Michigan office more than 24 hours ago. What is an acceptable turnaround time for you to get back to me?!?! Not ok!

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Update by Cindy Bezuidenhout
Sep 22, 2017 2:03 am EDT

I received an email from Sun International advising me that my reservation was cancelled, even though my reservation has been done through Booking.com.

My booking was confirmed by Booking.com, so the hotel has no right to cancel my reservation

I need this resolved asap

Confirmation #[protected]

Also, this complaint was logged with one of your consultants - Debra at your Michigan office. Debra assured me that she would resolve this matter, and keep me updated. Its been 36 hours and I have had no feedback.

This is not ok!?!?!?!?

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7:27 am EDT

Booking.com hotel

My wife and I booked a night without Royal hotel in the center of Brussels from and paid 60 euros by card, however when we arrived they asked for the value of 65 euros and they said that this value payment for reservation would return my account in 24 hours and so far nothing, what to do in this case? I need this refund, but the hotel don t say me anything

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9:14 am EDT

Booking.com colonna hotel country & sporting porto cervo sardinia italy

dear Sir/ madam,

we stayed in the subject hotel from 10/09-13/09/2017 and was the worse hotel ever nothing was nice in this hotel and i did sent me review regarding the hotel (bed not convert able like you sleeping on the rocket not feeling safe because very fa from hotel & they charge €10 to iron one shirt only) and later i was surprised to see my view and review has been changed from negative and awful experience to a positive review as below. That is mean booking.com is misleading people and give them the wrong information about hotels. i will never use your service.
176 guests loved their stay

9.2“Bed very comfortable. Staff exceptionally nice and helpful. Room very clean and nice area to sit outside. Very quiet yet 5 mins stroll to centre of Porto cervo harbour. Would highly recommend.”

Eva Shamoun

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3:43 am EDT
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Booking.com complaining about cancellation of room

I have been using booking.com for all my hotel reservations. There was a reservation
made ref nos.[protected] which was not cancelled due to unable to access my email after several attempts for a cancellation. time was dragging where I could not cancel
the booking. Now I checked in the hotel 81 Tristar Onan Road Singapore where the booking failed to cancel due to unaccessable to my email. As a result I will be charged for a penalty. I feel this is unfair
because not my intention to do that and this is my first mistake and I am asking you to consider this case.

Thanks.
[protected]@yahoo.com

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6:56 am EDT

Booking.com changing booking

I booked a room with booking.com and straight away realised that the booking was on the wrong date. Booking.com were no help at all passing the blame over to the hotel. I contacted the hotel who immediately changed the date for no extra cost. The hotel was in fact cheaper for the chosen night, but I accepted this as it was my fault as I submitted this booking. Everything seemed resolved until I had an email from booking.com to say the hotel wanted an extra payment for this night of £117 and the date was changed to a different date and not the 1 I booked with the hotel. I then had to ring the hotel again to confirm we had got the date I wanted and not the 1 booking.com had told me. The hotel is unaware of any additional costs so where has this come from? This was all a complete waste of time and an easy request ended up in me chasing this booking, so I should have just made a direct booking with the hotel as it would have meant only 1 email/telephone call. Booking.com have still not resolved this and I would like to look forward to this stay as it is for a birthday and we were going to have a special weekend away but instead I am uncertain if all is resolved by then.
Reference number [protected]
Dean Simkins
[protected]@gmail.com

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3:00 am EDT
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Booking.com hotel misrepresentation

I have been trying to find accommodation in Petach Tikva, Israel.
Booking.com recommended the Spa House Boutique Hotel at David Marcus Street, Petach Tikva. Rating 6.6, and was referred to as: 'great value today' by Booking.com.

When I called I was told by the person answering the call that one can book on an HOURLY BASIS, and was informed that this hotel was NOT for families.

This is shocking misrepresentation and I think that representatives from Booking.com owe it to their clients to check out, from time to time, the hotels that they recommend. It is obvious to me that, at this time, they do not.

I have been using Booking.com for many years and am sorry to see how badly they let themselves down when recommending such a place.
Doreen Peretz

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8:05 am EDT

Booking.com home towne suites

Hi there, I have many pictures to provide feedback on HomeTowne Suites in Montgomery, AL. We arrived and they were overbooked, they found us a room, 318. We had booked a two bedroom with a pull out couch. It was full of dead cockaroaches over 20. Then their were live bugs as well. I went back to the office they switched the room to room 218 wasn't any better. We walked into blood stains on carpet. We went back and they changed the room again, to 228. This was a one bedroom with a pull out except there was no pull out. Beyond disgusted with this hotel. The only good thing was the front desk person named Diamond.

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10:24 pm EDT

Booking.com apartment booking in lanzarote (apartments las vistas)

I booked this apartment whilst I was traveling in Holland. When I arrived in Lanzarote it was early evening, my taxi dropped me off at the address I looked for a reception but found it closed until Monday following my arrival .I had no possible way to contact the owners, my phone did not cover that country. On the Monday I returned to the apartment reception to explain that because I could not gain access I had booked a hotel so I would not be taking up my booked accommodation. The reception person told me they had sent me emails to inform me how to gain access . I explained I had no way to access emails or make phone calls .There was no offer of a compromise or apology. I said I would complain to Booking .com .

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5:29 am EDT
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Booking.com room reservation in vienna (vienna kreuz apartments)

I have booked a room with Vienna Kreuz Apartment with free cancellation on August 22. Unfortunately I had to cancel the apartment on same day due to change of my travel plan. They have deduction 50 Euros from my account on August 22nd and still nor refunded yet. When I emailed the property 12 days ago, they said they will do the needful. Now I'm not getting any response from the property for the past 3 days. I'm not able to contact Booking.com customer care. Polish no. not responding, International number always responding with an automated message saying they cannot attend my call due to high volume. I have decided to cancel all my upcoming bookings with booking.com as now they have started to test my patience.

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12:25 pm EDT

Booking.com hotel reservation in berlin

Confirmation no. [protected]

We booked self catering flat at 'Flottwell Berlin hotel & resident am park' Berlin on 29th July for 5 nights from 24th to 29th August for 2 people.

In the search criteria, we had selected as above & when the results came up we have requested booking for what we thought was reasonable & nice accommodation. We received confirmation at the time as in the picture attached.

we have not received any confirmation email to my email nor any other communication between then & the date of our trip. On arrival, the receptionist told us that this flat was booked for 1 person & so we had pay €20 / day for 5 nights. This was completely a surprise for us as we had gone by the search results for 2 people & at no point were we told that the booking was for 1 person. If we had to pay this extra we would have selected some other hotel or gone with another search engine.

I have had another bad experience with booking.com 2 years ago, where we were given rooms infested with bedbugs & in a very shabby condition in Birmingham. Despite sending pictures of my allsergic reaction to the bites, we did not even get a reply of apology.

When I sent email to your team this time from Berlin about this extra payment, I didn't get response for 1 day & then a reply saying you'll add it to my booking.

Our Berlin trip was spoilt even at the start of the trip & we had to shed out €100 from our trip expenditure which has hugely inconvenienced us.

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4:37 am EDT

Booking.com no booking cancellation received

Dear all,

my name is Otakar Novak. I have booked a hotel in Hurley's of Queenstown 4 stars - confirmation number: [protected] PIN code: 3998. But because of change of my plans I did canceled my reservation and made a new one in Methven Motel & Apartments - confirmation number: [protected] PIN code: 3357 where I have been to.
The cancelation was made on Monday 4.9.17, Iam sure you could see that from the back screen of yours, because I have made a New booking in Methven Motel & Apartments - confirmation number: [protected] PIN code: 3357 and canceled the one in Hurley's of Queenstown 4 stars - confirmation number: [protected] PIN code: 3998.

However I was charged for both.

For some reason, I did not received the cancelation conformation, I thought I did, but I was not able to check my emails that time.

I also contact a Hurley's of Queenstown 4 stars, but They would not make a refund for me of 333 au$ because of no show.

I hope you will make the action and sort this issue out for me, so I could use your company for my future trips. So far I did not have any issues like this with booking.com.

I belive I did everthing right according your cancelation policy.

Thank you and Looking forward to hear from you on my email ota.[protected]@gmail.com

Otakar Novak

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7:41 pm EDT
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Booking.com sahara courtyard inn, penticton. booking no. 1275.531.704 pin code 8369

We found this hotel highly overpriced for the service they provide.
We stayed eleven nights, when we checked in they took our complete payment!
During this time our bed sheets were not changed at all, and the floors were not vacuumed or washed. The room service was very poor, basically it was a change of towels.
The carpets were filthy, we needed to have footwear on at all times so our feet didn't get dirty.
The fittings in the room were in need of maintenance, eg. taps dripped, the kitchen and bathroom tapwear were loose. The air conditioning units were so loud it was impossible to sleep with them on, which was unfortunate, as the daily temperature was mid 30's.
The kitchen was very poor, we had booked for 4 people, there were only 2 or 3 plates and bowls, all of which were chipped or cracked. There wasn't enough cutlery either, and no teaspoons at all.
The outdoor area of the hotel and poolside were a mess. Dirt, dust, building mess, garbage laying around everywhere.
The communal bbq's were not cleaned, and there was nothing to clean them with.
As you can see, we were extremely unhappy with this property, and would like a credit off one of our future bookings.
Sincerely,
David Herbig.

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11:45 am EDT
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Booking.com false advertising of accommodation - "hotel" is actually a training centre

I have a non-refundable 2 night booking at Kents Hill Park, Milton Keynes, UK. However, nowhere on Booking.com's website does it state that the accommodation is a Training and Conference Centre, when I believed I was booking into an hotel. I am extremely unhappy with what, I believe to be false advertising. There is one person at "reception", who cannot deal with the volume of calls and people, and I have just been advised that, when reception is not manned, security takes over. So, clearly not an hotel. My booking confirmation is:

https://secure.booking.com/confirmation.en-gb.html?aid=340296;label=metatrivago-hotel-281475_xqdz-5fa3d39efa0e58c34a417659c60a48b7_los-2_nrm-1_gstadt-1_gstkid-0_curr-gbp_lang-en-gb;sid=0a8cff63ef1caf0eef6f3f5c8a5bc899;auth_key=nND88AZA0SVrwpgH;bp_travel_purpose=leisure;hostname=www.booking.com;source=book;ua_created=0&

I would like a refund for this accommodation as, had I known that it is not an hotel, I would not have booked here. I must stress that the staff at the Centre have attempted to make the best of my disappointment; the literature of Kents Hill Park that they showed me clearly states that it is a Training and Conference Centre - something Booking.com has omitted to include on venue information. In fact, in the above URL, reference is made to "hotel policies"

Yours sincerely
Lesley Coubrough

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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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