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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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Booking.com reviews & complaints 1689

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5:18 am EDT
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Booking.com being charged by a hotel before staying at the hotel

Booking ref - [protected]
I have waited almost a week from a reply from a hotel via booking.com. All I have had is an automated response stating that they are waiting for an answer from the hotel. I deliver customer service training and you can really tell how good a company is at customer service when you have an issue. It is so difficult to find how to complain apart from using the message service via the booking you have made for which you only get an automated response. I have emailed customer.[protected]@booking.com but get an automated delivery failure response. So I have resorted to using this website.
I have been loyal to Booking.com for a few years now as I find their website easy to use and have always been happy with the choice of my hotels. However, I have booked a hotel in Spain for September - free cancellation and the hotel charged me £45 with charges from my bank, they then credited my account but I am now 33 pence out of pocket. 33 pence is not a lot of money but it is the principle. The hotel replied saying they were just checking that my card works so why didn't they just take £1? I am now apprehensive in using free cancellation in future as on booking.com it clearly states that your card details are just for securing the booking and that I won't be charged. Please see below my correspondence to date. I haven't received any customer service from booking.com and no-one personally has responded to my complaint. I am really disappointed.

Thank you for sending us your request.We are waiting for a response from Diana Park regarding your request, and will be in touch with you again when we hear from them.
Request: Hi there. Further to my message sent to you on Sunday 20 August, I have still not received a response. Please tell me how I can make a formal complaint as it is not clear on booking.com website. Again please refund my 33 pence which I should never have been charged in the first place. Thank you for sending us your request.Diana Park has been informed on your behalf. Please note that your request is not guaranteed until the accommodation has confirmed it. Request: Hi there I have booked your hotel with free cancellation through booking.com. I now have a problem as I had been charged by you, then credited but I am out of pocket by 33 pence. You replied to my message through booking.com to say you were just checking that my card worked and had not taken any money but you clearly have. If you just need to check why didn't you debit £1 not £45 and I have been charged my my bank. Please see below. 15 Aug 17 NON-STG PURCH FEE DEB 0.50 Click enter to display the details of the transaction 15 Aug 17 NON-STG TRANS FEE DEB 1.36 Click enter to display the details of the transaction 15 Aug 17 OH HOTELS DIANA PA DEB 45.60 and this is what was credited back to my account minus 33 pence. 14 Aug 17 NON-STG PURCH FEE COR 0.50 Click enter to display the details of the transaction 14 Aug 17 NON-STG TRANS FEE COR 1.35 Click enter to display the details of the transaction 14 Aug 17 OH HOTELS DIANA PA COR 45.28 You have charged me 33 pence. Of course it is the principle and not the money for why I want this money refunded to my account as soon as possible. You should never have taken the money from my account in the first place which of course has incurred charges. I would like an answer as to why this has happened as on your website it is clearly stated that 'don't worry we only need your card to secure your reservation, you won't be charge'. Well this clearly hasn't happened in this case. I don't understand why the hotel had to check that my card worked. This is extremely worrying and I am apprehensive about using free cancellation in future. Please return my 33 pence as soon as possible and once you have done so, please delete my card details from your system so you don't use my card again. I look forward to hearing from you. Best wishes Yasmin

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5:21 am EDT

Booking.com worried about using debit card to book.

Having seen the avert on booking.com we made a reservation at the Amsterdam Hostel Saphati. We booked for our son to stay for three nights using a debit card. Although it stated that you have to pay in full when you get there, it didn't state that they don't except full payment by debit card and that he had to pay cash. It also stated on the advert that breakfast was "continental". When going to have break his breakfast, all my son could see was bread! We know it was a Hostel and is a good thing to have for the younger persons. But, in the end we found this advert by booking, com very misleading.

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Update by Bert Fogat
Aug 25, 2017 5:23 am EDT

Having seen the avert on booking.com we made a reservation at the Amsterdam Hostel Saphati. We booked for our son to stay for three nights using a debit card. Although it stated that you have to pay in full when you get there, it didn't state that they don't except full payment by debit card and that he had to pay cash. It also stated on the advert that breakfast was "continental". When going to have break his breakfast, all my son could see was bread! We know it was a Hostel and is a good thing to have for the younger persons. But, in the end we found this advert by booking, com very misleading.

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2:35 am EDT
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Booking.com dog friendly but extra charge for dogs not advertised

I booked to stay at The Macdonald Chain, Swan Hotel in Grasmere, The Lake Disrtrict, UK for July 25 2017 and booked a non-refundable night which included my dog. Nowhere in the advertising did it say that I would be paying a £15 extra charge. I was then sent an email about a surcharge for the dog which I at first missed and paid for my stay however on the same day I caught the email about the dog and contacted the hotel directly saying I wanted to cancel as it was too much extra money. The Hotel sent an unhelpful email saying it was non-refundable and to contact Booking.com even though they had requested details of my card during our communication. However as I had set off on my hiking trip I did not receive the email, I was doing the Coast to Coast walk across England and internet signal was not always possible. On my return I discovered I had been charged £95.90 when I did not stay at the hotel and had clearly told hotel management that I would not be staying because of the dog-surcharge. I admit I missed the email about this but it was so confusing as I was receiving communication from Booking.com and The Swan Hotel and yet when I tried to sort out the issue the Hotel simply passed me on .
I have copies of all the emails received from both parties.

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5:38 pm EDT

Booking.com our resevation

My Boyfriend booked a hotel in Prince George we had planed on arriving around 11 however we arrived at 1130 only to find out that the hotel room had been given away to people who wanted to stay more than one night. We then tried to find another hotel but there wasn't any so we had to sleep in our car.
august 17th 2017
just for it to be known that I had to sleep in the car
Name Barry Wardstrom

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12:06 pm EDT

Booking.com hotel taken payment twice

Hotel taken payment twice, I have sent bank statements, it's been 3 weeks now and I'm still waiting to be reimbursed. I've contacted booking.com nearly every day... I'm still waiting in a credit card link... it's really stressing me out and when I spoke to them today it could still take up to 10 days before I receive my reimbursement . Which will incur me further charges from my cc company ... that I can't afford. Please help.

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11:21 am EDT

Booking.com charge a reservation which never booked, bad customer service

I used booking.com to book all my hotels for recently travel from Aug 5 to Aug 13. Once I got home, I found there is an unknown charge-a hotel in my credit card statement on Aug 12. I called hotel, they said this was the room charge, I told them I never booked their hotel and never stayed there. They said they got a booking which under my name. They suggested to contact booking.com. It is very hard to find the right email address on the website, never mention there is no phone number. So I sent them an email on Aug 15, waited, never got reply. I sent them another email on Aug 21, again there is no reply. What kind of customer service in this company?

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10:16 pm EDT
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Booking.com poor and inconsiderate service of booking.com

I and my wife travelled to Japan from 5 to 11 August 2017. Before our departure, we reserved the hotel “Tengu Onsen Asama Sanso” in Karuizawa for the night of 10 August 2017. It was booked under my wife’s name “Yumi Matsumoto”.

During our trip in Japan, there was a typhoon and 2 days before 10 August 2017 (i.e. 7 August 2017), we had called booking.com that as we were in Northern Japan at that time and we foresee that we might having difficulty in reaching the hotel on 10 August 2017 due to the weather and traffic conditions.

However, the reply from the staff of booking.com was that “the typhoon will be over and you can’t cancel the booking, etc.” I told them that it would be dangerous for us to drive there in view of the situation as well as who could be sure about the progress of a typhoon but the message I received was it’s none of booking.com’s business.

At the same time, I was told by the hotel that it didn’t allow us to cancel the booking. I needed to go there as I’ve already made the booking no matter what the situation was. I felt very unhappy at that time and indeed, I tried to go there on 10 August 2017 but still, because of the rainy and windy weather, I could not make it.

I and my wife been using booking.com for a long time and I guess you can check it from the previous transactions. I indeed felt much disappointed at your staff’s attitude as well as the indifferent manner of booking.com in considering my situation. Whether you are going to refund or not is not a matter because I will publicize what I had experienced with booking.com to all the travel blogs, web sites, etc. to let all people knows how caring your company is.

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7:15 pm EDT
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Booking.com charging for reservation already cancelled

I've reserved through Booking.com an appartement in 7eptember - Chueca Apartments, in Madrid, with check-in on 2017-08-04 and check-out on 2017-08-06 (reservation nr. [protected]). It was a non-refundable reservation. We chose the place because the announcement in Booking.com said "pets accepted". However, it was a mistake because they didn't accepted pets. 7eptember - Chueca Apartments contacted us and told us that they wouldn't charge for the cancellation. But they've charged the whole amount: €320.
We have proofs, namely emails, of all that is hereby exposed.

Summary:

1. 7eptember canceled the reservation. We have print screen from our Booking app with the phrase "Annulée par l'établissement" that means canceled by the host;

2. The announce in Booking was wrong: it said that they accept pets, but they don't. 7eptember's collaborator Ms. Ana recognized it was a mistake and told us that they wouldn't charge any reservation fees (we have the emails exchanged with 7eptember through Booking);

3. Hence, legally 7eptember can't charge for a service they don't provide. It's like reserving a 5* hotel and then find out it was 4*. Either by mistake or deliberate intention to deceive the client, the hotel wouldn't be able to demand any payment. This example applies to 7eptember. They can't charge for something they don't provide;

4. 7eptember mislead us twice: with Booking announcement saying they accept pets and when they've assured us, in writing, that they wouldn't charge us anything;

5. As an example: in the same day we've booked through Booking the Hotel Catalonia Goya, in Madrid. When we arrived they told us that they couldn't accept 2 pets. It was a non refundable reservation. Nonetheless, they didn't charged us;

6. On 03 August 2017 17:29 we've canceled the reservation by email;

7. On 03 August 2017 17:47 Booking acknowledges our cancellation by email;

8. What happened after this is a erroneous procedure by 7eptember and/or Booking. We've canceled, so neither of them should insist on forcing us to uncancel the reservation. That's hard selling without ethics, surely not allowed by Booking standards nor Spanish laws/regulations;

9. On the same day we've told 7eptember by email "We won't be able to arrive today to Madrid. We'll arrive tomorrow. I'll
tell you the time when I have a prevision" because Ms Ana kindly told us, in a previous phone call, that maybe she could suggest another place for us to stay;

10. On the same phone call we've told 7eptember that we were travelling by car, hence unable to constantly pick up the phone or check mails. We were at ease because we've already canceled directly with 7eptember and with Booking.

11. We've already presented a complaint to Booking but they say that 7eptember charged us according to their policy, hence we are not entitled to the refund of the reservation.

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Update by Tania de Melo
Aug 23, 2017 7:17 pm EDT

No update on the 24th August 2017

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4:45 am EDT

Booking.com room in a hotel

I booked a room using booking.com for Turim Iberia Hotel (Lisbon) for a couple of days in April 2017. When arriving at the hotel I noticed the room was quite different than the photos but I didn't check the hotel on booking.com while I was there to analyse the photos and description. The room was much smaller, was missing few amenities, but we didn't have the time to investigate while we were there. Few days after I got back home, I visited booking.com's website and I saw that all room types (at different price levels) were using the same set of photos. I contacted the hotel and they acknowledge that they used the photos of a superior room for all room types.

I contacted booking.com's Customer Service complaining about the fact that the photos for the Turim Iberia Hotel (Lisbon) are misleading, as they use the same set of photos of a superior room for all room types. I asked for a refund based on the UK's Sale & Supply of Goods Act and the EU's Consumer Law. The law states that the accommodation service providers can't make any false or misleading representations about what they're offering. This means the room should match any representations made about it when I booked. Neither the text nor pictures used to represent the accommodation should mislead or deceive me with regard to the amenities available.

My room was significantly different to what I booked, so I see it as a major failure. Booking.com acknowledged the issue, said that they cannot refund me, I should be refunded by the hotel, but they did not help in any way to obtain me a refund. I have called and emailed booking.com a numerous times, but the help they provided was abysmal. After 4 months discussing the complaint with them I still haven't managed to get a refund.

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12:17 am EDT
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Booking.com hotel staff stole my belongings

I booked a room here for the 18-20 of August. The staff were pretty nice except Wei ma a manager who treated me horrible. They over charged me when I checked in, the second day I noticed my car had been hit by someone in the parking lot overnight, which they have no cameras so they couldn't help with that, then while I was at the pool with my kids one of the housekeepers went into my room and took a bag I left on my bed with a few gifts for my sisters husband! The hotel management said they probably made a mistake and put it in the trash, I had to spend my time filling out police reports and going to the department store to get receipts to prove I wasn't lying about it all instead of enjoying my vacation! Wei ma was extremely rude and argumentative and basically treated me like I was lying and trying to get a discount. I would never go here again or recommend it to anyone else. The management told me they would overnight me a check for the stolen items and assured me it would be at my house by tuesday. Well today is tuesday and it never came. Now the same manager who told me it would be sent to me is telling me it will take another week IF it is approved by corporate! This is totally unacceptable. I paid for 2 nights in room 429 and one night in 431. My belongings were STOLEN by the housekeepers. I spent my entire stay at the hotel arguing with the manager WEI MA and filling out police reports for the theft! I want the check sent for the items stolen and I DO NOT think I should have to pay for ANY of the nights I spent at this hotel! The Westin is supposed to be classy, relaxing and a place to get away from low class things like THEFT by employees! The Management wouldnt even give the police or me the name of the housekeeper! Does the Westin condone theft from the guests who pay a good amount of money to stay there? I would expect that from some roadside motel but not anything with the Marriott name. PLEASE call me at [protected] OR email me at [protected]@gmail.com

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4:38 am EDT

Booking.com unauthorized card charges

11th August, 2017 - date of booking

I had booked an apartment in Madrid through bookings.com with free cancellation and no-prepayment required because I was unsure about my trip and had just reserved it. This apartment had immediately deducted my amount, a Big big amount and even charged me extra. I had cancelled it immediately thinking it was a scam hotel. I have trying to get my refund ever since then, calling up the hotel and booking.com daily. Talking to different agents everyday. Though, customer service seems helpful I don't know if they are actually doing anything to get my refund back. Booking.com said they will directly refund the amount but they change their words everyday. I am truly fed up this service and never booking through them again. They are responsible for who they list on the website, if this hotel has cheated me and taken away my money, they are liable to pay me my refund.

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5:15 am EDT

Booking.com inconvenience and hotel cancellation amount not received

hello,
City Apartments Bochum (1289.839.422)

City Apartments Bochum
Address: Wittener Str. 87, 44789 Bochum, Germany
Phone: +[protected]
GPS coordinates: N 051° 28.600, E 07° 13.984
PRICE-€ 240

If you don't show up or if you cancel applicable taxes may still be charged by the property.

1 apartment
7 % VAT
€ 10 City tax per stay
€ 15 Cleaning fee per stay is excluded.
Price with all charges included: € 255
Please note that the final price shown includes taxes set by local
governments or fees set by the properties themselves.
CHECK‐IN-30-JULY-2017. Sunday, 15:00 ‐ 20:00

CHECK‐OUT-4-AUGUST-2017, Friday, 08:00 ‐ 12:00

ROOMS-1 /NIGHTS, 5

I am a student, came here to attend the summer school at ruhr university, Bochum, Germany. I do not have much time to collect data. I do not have much money to spend unnecessarily.
Because last year at sep-2016, I went at Italy (Padua), so it created great faith on me for booking.com, but this time, it has lost completely. Its upto you, how you can create faith in me.

Please send your representative at City Apartment Hotel, you will get the reality, which I shown in my mail.
I can not explain, how I suffered from It. due to this booking, too much trouble has been created for me along with my brother, who came with me.

Due to this I had to change my further travel plan of Bus and train, which I already booked, which I have planned, I have received the loss.

and I also received heavy loss of more than 25, 000 Rs. I do not have words to say, how I managed here.

I consulted my uncle, who is lawyer, and he is continuously encouraging me to take legal action against Booking.com. BUT I still have faith on Booking.com, so I am still waiting some positive response from your side, as soon as possible.

The problem which I suffered can not be cured, But you can refund my Loss of money:

1) My Booking.com of amount of 240 Euro (18109 Rs)
2) Amount of my Loss of near about (300 Euros) 20, 000 Rs.

Please refund my money at-least of my City apartment booking first, as soon as possible, as I have to deposit in my credit card, from where I took the loan, so that I can not get penalty on it, Then after your Investigation, refund my loss amount.

seeking positive response, I still have faith on booking.com, so please maintain it, so that in future, I will use it and can also refer to other persons also.

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Update by ROMIL Rawat
Aug 21, 2017 5:22 am EDT

Hello,

City Apartments Bochum (1289.839.422)

City Apartments Bochum
Address: Wittener Str. 87, 44789 Bochum, Germany
Phone: +[protected]
GPS coordinates: N 051° 28.600, E 07° 13.984
PRICE-€ 240

If you don't show up or if you cancel applicable taxes may still be charged by the property.

1 apartment
7 % VAT
€ 10 City tax per stay
€ 15 Cleaning fee per stay is excluded.
Price with all charges included: € 255
Please note that the final price shown includes taxes set by local
governments or fees set by the properties themselves.
CHECK‐IN-30-JULY-2017. Sunday, 15:00 ‐ 20:00

CHECK‐OUT-4-AUGUST-2017, Friday, 08:00 ‐ 12:00

ROOMS-1 /NIGHTS, 5
i have booked the apartment for attending the Summer school Ruhr University Bochum.

I reached at Bochum on 29/July, just to find its location and see the apartment,

But when i reached near it, I found.

1) There were no name mentioned in my apartment, It felt great difficulty for me to find it.
2) When i entered in the apartment it was deeply and badly smelling, even difficult for me to breadth for the second.i just came outside.
3) When i inquired about the apartment by local peoples, they suggested me that, it is not safe for you to stay here, but i still tried to find some positive feedback about the apartment, again i found very negative feedback, As i came here with my Brother, it really scared me.
4) So, i decided to take another hotel and i took IBIS Styles hotel.which was very cheap, as i do not had any other option. AND cancelled the Booking at City Apartment.

It created to much problem and inconvenience for me and also there was safety issues.

It also provided me great Loss of money, here i paid 80 Euros per Night, which was nearly 15, 000 rs more than the previous one.

I am requesting for complete refund of my booking account with the Loss, i received.

As i am the regular customer of Booking.com, i always suggests positive feedback to my colleagues and friends about booking.com.

So, For keeping my faith continue, please refund my all amount as soon as possible.unless in future, i will not use booking.com neither i will recommend it to anyone, because of problem and loss i received.

NOTE: You can check the City apartment and its conditions, so that you can create faith on me.

My credit card amount was also deducted.

so, its my humble request, Provide me back my complete booking amount and the Loss of 15, 000 rs, which i received.

Please do it as soon as possible.

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3:08 am EDT
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Booking.com room for a 3 year old child and 1 year in a different location than family

When I book through booking.com, we requested for a family room of 3 adults and 1 children. But the booking.com has instructed the hotel to give us two separate rooms which we never expected.

The booking we made actually for 2 adults and 2 children's of the ages 3-year-old and 1 year and 10-month-old infant. We made this as 3 Adults and 1 infant child because we want it as a full family room. When we enter the information on Booking.com we choose 1 room with 3 adults and 1 child and entered the information requested.

While we selected the hotel room, they showed us the family room facilities with all facilities and amenities of a family room and when we checked-in to the hotel (Best Western Amsterdam Airport Hotel) they give us two separate rooms which are not even connected both in different places.

When we receive the confirmation we also tried to cancel but the Booking.com is not responding or their local contact numbers are not even reachable.

Booking.com and its service has cheated us and looted our money. The service they provided is a fraud service and its totally against the reputation and common man's rights

Even when we check with the hotel, Booking.com tried to say local law and policies but giving separate room for a family who comes along with kids we believe it's overriding the one's rights and law.

Whenever we tried to contact booking.com we never get any response, either through email or their un reachable phone support. They have fraud support number which will never answer by a customer support team and we used to try to spend more than 10 minutes every time and we called 3-4 times.

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3:36 pm EDT

Booking.com overbooking and unhelpful customer service

I never do this but I had to warn others about Booking.com!
They booked me a room after a few days the hotel called me and said Booking.com had made a mistake and overbooked they hotel I had no room. I called the customer service they said they would find me something and send an email in 13mins (odd I know but why I remembered it) no email. I called again (you get put on a hold cycle of over 5 mins) Spoke to customer service explained everything they said they would send an email with a new hotel, they did but it was over 55 miles away! I called a again and they sent an email in the let's say poor part of town in a 1 star hotel for twice the price. I called again and they said well too bad we can't help you I asked to speak to a manager they said no. I finally did speak to manager who ripped into me asking what I expected and when I asked for a contact above her she refused and hung up. The Hotel called me again and told me that Booking.com had overbooked 30 people for same night!

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8:20 pm EDT
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Booking.com deduction to my card, instead of reverting back my refund they deducted me

Attention: mr.gillian tans- ceo
booking.com b.v.
herengracht 597
1017 ce amsterdam
netherlands

Re: follow up, credit card fraud, no return of my refund, the
booking was officially cancelled, they deducted twice, even after
the cancellation, this is not a good business ethics.

Dear mr. tans,

I have been sending series of emails but still no action taken, there are calls confirming the twice deductions but still no result please again ...

The said property claimed that they revert back the deduction but what happened instead of reverting back they deducted me the 2nd time around, the second deduction was july 07, 2017.

I would like to follow up again my deduction in my card with a cancelled booking please refer to the details below,

Please give attention to the details:
Pin no. 8571
Reservation no. [protected]
Accomodation name: hotel de l' europe belleville
Location: paris, france
Check in date: july 17, 2017
Check out date: july 24, 2017
Status : cancelled

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4:31 pm EDT
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Booking.com wrongful advertising, overcharge

I had recently terrible experience with booking.com. I booked 6 properties for my vacation in Europe via them. They advertise that you do not need to pay in advance but 3 of them charged me the same minute I booked, 4th one took deposit of 100 CHF out of 135 CHF advertised.
I had issue with 4 of them. The Generation YMCA Hostel in Basel closed the kitchen in the morning without any notice so I could not get my food so I was without food till 3 p.m. when I arrived to Munich ( I had 3 trains and one bus to change with short connections). Neither the hostel nor booking.com gave me any refund.
Hostel der Athleten in Garmish did not give the card for free public transport which gives every hotel in Garmish so every time I paid in bus. Not mentioning that they first provide you service such as using their washing machine and drying saying that it was for free and then charge you. One night I slept in the hall without any linen because they put me in the room with 5 young men.
I booked Paradies Apartment in Arosa because they advertise it as sale for 180 CAD (CHF135) for 3 nights in big font so it showed up in my filtered search with max of 60 CAD per night. When I was leaving hotel they charged me on top of deposit of 100 CHF additional 152.40 CHF which total to 252.40 which exceeded the initial price nearly twice threatening that otherwise they would charge the rest from my credit card claiming that 117.40 is a cleaning fee for 3 nights of staying.
I booked on 5th of July Holiday Apartment Lisbon which booking suddenly cancelled on 29th of July when I was in Europe. I sent emails demanding to give me similar property but never received any response, so I had to buy SIM card in Europe to make the new booking. When the money were refunded on 30th of July I lost 6.5% from the sum paid.
When I called booking, com they referred me to properties claiming that they do not bear any responsibility (not saying that you have to wait at least 20 minutes to be connected. They never responded to any complaint which I sent them right away. They said that I had to solve issue directly with the property, and properties addressed me to them.

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2:04 pm EDT

Booking.com accommodation

Booked online accommodation which in the advertising was really attractive and nice.

On arrival it was the opposite. The owners uploaded pictures from when they bought the property and several years on have let it run into disrepair. Overgrown gardens, peeling paint, rotten windows etc. WIFI advertised but not available and the entrance drive with large holes with metal sheets over them and so on.

In short what was paid for in advance was not the same as what was advertised. We did not get anything like the advertisement on Booking.com suggested we would. The online advertising showed beautiful gardens and lawns and garden tables laid with linen and a lovely well kept building.

We feel deceived and we paid on our credit card in good faith 560 euros for 7 days. On arrival in the mountains there was nothing else available so we were stuck and in any case our money had been taken in advance.

The people were very nice but the place was just awful inside and out.

We deserve a refund as this was most definitely not what was advertised.

Compare the picture I offer to the pictures used in the advertising on your site please.

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7:28 am EDT
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Booking.com booking number [protected] pin 3785

I reserved 2 rooms thru booking.com at Quality Inn & Suites Cincinnati we had a personal family emergency and called the hotel to cancel the reservation then the manager directed me to call booking.com which I did they spoke with the property manager and they sent me a confirmation that the booking was cancelled by the property and total price cancel, but then my card was charged for the full price of the 2 rooms at $286, which the hotel did not reverse. I then disputed the transactions thru my bank which they investigated and stated to me the property management stated I was a no show. I contacted booking.com and they stated they had no record of the alert they sent me and now I am being charged for a hotel stay which I did not stay at.
According to booking and the email I received it states I will not be charged and I did. I have sent several emails concerning this issue to booking.com with no response, I even sent them a snap shot of the confirmation I got from them. This is poor business practice and this hotel needs to be removed from there website and I deserve a full refund based on bookings promise all charges were cancelled.

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12:34 pm EDT

Booking.com confirmation number: [protected] pin code: 359 niantic motel

This Motel should be remover from your list. First sign of trouble was when we entered our assigned room and the bed was not made. They only had a maid every other day, so the handy man was going to make the bed for us, but my wife insisted on another room. We wound up in a room with two queen size beds. We left our stuff and went out for dinner, when we came back our room smelled strongly of cigar smoke. We called the desk and the handy man came up and explained that the smokers were on the lawn outside our window, (two stories down) and that's why our non smoking room smelled, sorry but there was notheing he could do.
We later discovered that there were people living in the motel, that some of the first floor rooms had no carpet, just cement floors. The grounds were littered with cigarette butts and other garbage.
This was supposed to be a celebration for my wife and myself for two nights celebrating our tenth aniversary. The first night she complained so much that we weren't in the mood. The second night we decided to pack up and drive home, as she was getting sick from the smoke smell in our non smoking room. We had paid foor two nights when we arrived, but I did not attempt to ask for a refund, I was just glad to get out of there with out being mugged.

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5:15 am EDT

Booking.com fraudulent booking fees

I was charged for a £72 night stay in Toronto cover £300

Breakdown was

£200 security payment taken out of my account 2 months before staying
£60 yes a £60 cleaning fee for a one night stay
£15 parking

Booking.com justify that this is acceptable.

I have rang Booking.com 4 times in 3 weeks opened up two cases that seem to have had nothing done to them as said by one of the operators, hung up on twice.

They say their policy is if the hotel does not reply within 5 days they will fully refund me - its now been 15 working days with no reply.

Booking.Com is a fraud.

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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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Phone numbers

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Website

www.booking.com

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