Booking.com
reviews and complaints

Dear booking.com
I have received cancellation from booking.com, but not from the hotel. I am a very current member of aarp and I don't like where this type of booking is going. I have every intention of getting my money back!. The web site is miss-leading and I photo shot all of the instructions. I plan to make booking.com appear on the local and national news about this practice of taking money that in not theirs. Please don't think for a moment that you have won. I will expose this company and its network of hotels to the local and nationally how I was deceived and told I will not get my refund back from this hotel, after making a reservation 120 days in advance and cancelling it the same day. I don't care how long it takes my plan is to expose this practice of saying my card will be charged until check in day.

Urgent urgent urgent
I was booking in hotel leonardo royal berlin alexsandrplaz a triple delux room including bteakfast for 5 nights 25.4.17 - 30.4.17. The guests in this room are : me, my wife and my 12 years grandauther. I was surpised to realize that the shawer and the bathroom of the room are opened without door. It impossible for me and my grandauter to share this kind of room. It was not written in your room description. I did not pay more then 1000 euro fot such a room. I insist to get another room fitting my needs.
In your room description was clearly stated that it includes sauna without mentioning that it cost money (and it costs). I am asking you to intervent and garantee that I will get the room I have paid for it according booking.com description! The booking no. Is : 1110.933.579 pin codr 1817

Thomas sarosy #1637.775.221 pin code:6822
Complaint: doubletree suites by hilton philadelphia west
My booking for april 22 one night at double tree hilton west philadelphia was mishandled. on line I signed/clicked for a 2 room suite w/ 2 beds and a sofa bed for max capacity 5 people non refundable. the initial sale rate was $112 for the suite but I clicked down 2 boxes for the above criteria for $126, final charge $139.44.
I spoke on the telephone with a representative to make sure that I was doing this properly. I knew more than she did regards to the size of the 2 beds. proceeded to call double tree direct with little help because of the booking going through a “.com”, but confirmed the bed size was a king. two stikes so far with assistance.
I also sent notes (messages) with both the on-line booking method and to the hotel to make sure that the two (2) beds in the bedroom are at least double size if not king. if that message option is going to be presented and offered it should have been read acted upon before arrival indicating a mix-up with the booking.
In detail; the on-line booking page had visuals next to the box to be eventually checked had 2 beds and 1 sofa bed, those associated icons displayed below. how can I go wrong?

.. and I clicked the 3rd row down of non-refundable * (see right)
To declare for at least 5 adults (reality of 4 only) which increased
The price from$112 to $126.
The red us$138 figures in the example box (to the right) was not
the displayed amounts for the booking in question. us$126 was.

Upon arrival the suite had a bedroom with only one bed with a sofa bed in the other room. the front desk refused to address the situation saying that, my problem was with the “.com”.
This bad experience of not getting the booking that I signed up for was accentuated with an uncomfortable stay, tight quarters, nighttime harassment and incomplete bedding accessories.
Fyi, their front desk was rude and dismissive to me, which will also be dealt with, and they certainly despise the booking company’s role in this transaction. so, I had nowhere to go to that afternoon for assistance or correction.
Ibrahim asked what I wanted? well, what I wanted was for this not to happen and get the booking that was offered and was accepted but in reality …, so now in my state of dissatisfaction with the booking agent and the hotel, how about a rate adjustment for my troubles and an apology?

I booked the room 3 weeks ago at André Gill Hotel, Paris via website Booking.com which ad was saying that I could cancel that reservation 48 hours in advance for free and that I could pay at the hotel directly when I arrive. I had to cancel that reservation 72 hours in advance and I noticed at that moment that they took the money from my account from the very first day of my booking (£144). Plus the cancellation email explains that this money was not refundable. I was surprised because I had been using this website for years without any problem. They now just pass your card details to the hotel and take no responsibility for it. I called the hotel and they said that this money is not refundable even though the room is already booked for someone else after I cancelled.
So never trust booking.com by giving your bank details, find a trustworthy hotel yourself.

Dear whom it may concern,

I wish to make a formal complaint about the "hotel" called MJB Norwich The Lodge Hotel. This place was FAR from being a hotel! As we arrived at the building, the front door was open as the lock was broken. The lock on our room was also broken and wouldn't even shut. The Photos on booking.com do NOT match with how the room actually looked AT ALL. I have attached photos of how the room and hotel ACTUALLY looked when we arrived.

The Room was absolutely disgusting, it was not clean at all, the windows were boarded up, the light in the bathroom didn't work, the bed was a tiny thin metal bed (nothing like the picture!) and there was ONLY a tiny heater which would of definetly been needed because it was freezing in the room! We could not stay there as we felt unsafe because the door wouldn't shut. We then had to check ourselves into a different hotel and therefore had to pay double the amount.

I am requesting a full reimbursment from Booking.com as we didn't stay in the room as it was unfit for purpose.
Your company put 2 young women in a vunerable position and as you can imagine, it made our stay in Norwich very stressful.
I also had to pay £15 for parking even though we didn't stay there. I am trying to get that refunded too.

My Booking Reference is:
[protected]
We were booked to stay from Thursday 20th April until Saturday the 22nd April.
The Booking was under my Name: Claire-Marie Kenny.

Please get in contact with me at: [protected]@icloud.com or call me on [protected].
I would be very grateful if this could be sorted out ASAP.

Many Thanks,
Claire-Marie Kenny

I booked a hotel via www.booking.com website and it said that it was possible to cancel reservation for free. I was planning a vacation but wasn't sure. I am a very busy person and have a lot of work and that was not the first time when I had to cancel my entire vacation because of my job.
So I contacted Booking and tried to cancel my reservation and they asked me to pay a cancellation fee!
I was shocked because I was told that cancellation was free. Their rep refused to cancel until I pay, so I had to, because they didn't leave me no other choice. I will never use them again! Terrible service!

As when I started using your service, it is because you mentioned it is free cancellation . At the beginning of my booking on this hotel, I clicked the free cancellation and we now need to charge 30% for cancellation now !This is mean that we cannot cancel for the booking.

We choose to use your web site as you promised free cancellation, and the hotel web site need to charge . This is your promise, not because of the hotel . If you mentioned from the very beginning that you need to charge for cancellation, we will not book with you!

This is a very bad experience with you and the hotel . We are not canceling at the last minute, it is 2.5 months before we go!

I booked the Castle Rock Hotel in Branson. Was told that the room had a kitchen and would sleep 8. However when I got there I was given a regular room and it cost me over $50 more than the other guest in the same room. I am very upset and want a full refund. They didn't even have employees for the restaurant. Terrible experience with booking.com and the hotel.

Dear boking,

As when I started using your service, it is because you mentioned it is free cancellation . At the beginning of my booking on this hotel, I clicked the free cancellation and we now need to charge 30% for cancellation now !This is mean that we cannot cancel for the booking.

We choose to use your web site as you promised free cancellation, and the hotel web site need to charge . This is your promise, not because of the hotel . If you mentioned from the very beginning that you need to charge for cancellation, we will not book with you!

This is a very bad experience with you and the hotel . We are not canceling at the last minute, it is 2.5 months before we go!

Very disappointed

Mandy

I booked a hotel room in Venice with yourselves back In February only to be told 4 weeks before travelling that the booking was not going to honored, and offering an alternative miles from where I wanted to stay.

I went and looked for myself as you obviously weren't trying very hard and came up with one that although not as nice as the one I had booked initially at least was in the same area.

Upon booking the other hotel I received a mail within a couple of hours from the original hotel saying our booking was fine and would be honored. Now I can't cancel the other hotel without being charged the entire amount for the 4 days I booked.

I booked through you, you should have double checked your facts before telling me I had lost my booking, and at least take some responsibility for the error instead of blaming it all on the hotel.

Stayed in Stay City apartments in Manchester Laystall Street. Fri 14th to 17th. When I checked my bank account that morning I saw €292 had been debited from my account with no contact made or no authorisation from me. My booking g clearly stated that no money would be taken from. My card and full payment would be taken on checking in. I paid that morning in cash over €800! And a week later the funds of €292 have not been refunded to my account. Beyond angry now!

We booked the block apartments off your site forcesster break seeing the photos it looked lovely.
It was disgusting absolutely Terrible. We Got here I couldn't believe what I was seeing. Dirty. smelly. Rooms. The rooms I seen and booked was definitely not these.
There was stains on sofa and beds walls dirty. Was so run down.
I couldn't let my kids stay I wouldn't even put my dogs here!
it was a disgrace £197.50 for over night stay not fit for dogs.
I left and booked straight into a nearby hotel.

who give the right that company to ask for our credit cards data, and use it without our permission / pay order? they are a phantom, without at least a valid mail adresse where you can send a legal notification. do not trust them, ask direct to hotel for reservation, and only pay there by checkin, or you can have a big surprise! no one care about that?

On Wednesday 12th April over 300 pound was withdrawn from my account for a "no show" at The Brayton Hotel in Blackpool. I had correspondence with the hotel direct asking them about their policy on leaving my dog unattended in their hotel while my family and I went out to do local attractions. The hotel emailed me to inform me that my bank card had been declined and as a result they had to report me to yourselves as this was the policy. They then asked me when they could take the money. I never confirmed a date with them when they could take money as the hotel did not reply to me about their policy on leaving my dog unattended, despite asking them twice. Their lack of response lead me to believe the hotel was not confirmed. I also received email confirmation from yourself asking for different bank details and once again I did not respond. I received emails from you on 18th and 21st of February, which I didn't respond to. On 22nd of February you then went into my account and took £97 deposit without my authorisation and failed to send me a receipt confirming that amount had been withdrawn. Had I been sent a receipt I would have been made aware and subsequently cancelled the supposed reservation. Then on 12th April a further £323 was withdrawn from my account due to apparent "no show" once again you failed to inform me this would be happening and I have received no email confirming this or receipt and only realised money was missing when I went to bank and had no money left, which I'm sure you can appreciate caused a great deal of stress and anxiety. I phoned both you and the hotel on Wednesday 12th and was assured someone would respond to me by phone or email on Thursday 13th, yet I have had no response despite sending further 2 emails.
I am deeply disappointed by the poor communication from you. Not only with regards to taking money from my account without informing me or sending receipts as confirmation but also your lack of correspondence in trying to resolve this and deal with my complaint.
I expect a response by today and to be fully reimbursed all monies taken from my account without my permission

Joanne

I have booked a room on the 14th of April in the morning for 15th of April night in Doubletree hilton hotel in holborn. After i booked my room i have received an email with my booking number. Once i arrived to hotel - one of the staff (Young Polish girl) said that they have no space for me since they had no enough rooms. I would like to mantion that i havent received any emal or phone call saying that i won't be able to stay in the hotel. The Lady said that she has booked a room for me in Doubletree hotel in victoria and everything is already arranged - without informing me. How unprofessional service. On top of that once i was booking the room i ticked a parking box which meant to cost £30. I've paid 46 pounds in victoria. The food that has been served seemed to be not fresh kinda of row and had a bad smell in effect i was very sick in the morning.I have taken a sample of food and i will provide a statment to the council with a record of what i saw because there is risk to public health and safety.

I cancelled a reservation 3 weeks ahead of scheduled reservation and the motel still charged my cc. Motel will not give a refund because they Said they did not receive a notice of cancellation. Booking will not seem to help all hey did was send me an email for the help page that told me to contact yhr hotel, which I did for the second time and was sure I spoke to the same person but was told he was not available. So stuck paying for the reservation, I sent an email you booking.com but no response from them either.

I have booked MANY hotels with Booking.com, but NEVER again.
The firdt hotel was in Port Angeles, Washington state. The advertised price on the website for the hotel was not guaranteed by the company. The price they charged me was over twice as much.
The second hotel was in Reykjavik, Iceland, the 27 Soley Apartments. The Booking.com website lists this hotel as 'free cancellation'. I was charged the full three nights by the hotel even though I cancelled two months in advance due to serious illness. The message I sent to the hotel through Booking.com was completely ignored by the hotel for 6 weeks, and they refused to refund.
I emailed Booking.com SEVEN times without any reply! They finally emailed me that there was nothing rhey could do about it even though their site advertised free cancellation.
Terrible customer service and they do not stand by their policies. It's not worth it to save $5 with this site, use ANY other hotel booking site. I have cancelled allmfuture bookings with Booking.com

I booked this hotel forbthree nights. I had to cancel due to illness two months in advance. They kept all three nights payment. They refused to refund any of it. They will now sell my room to another party and make twice as much.
I know this is a cheap hotel but they have terrible customer service and punitive policies. Very dishonest!
Do not book 27 soley apartments in iceland!

Dear Sir or Madam

I am very such disappointed about the customer service of booking.com. I ordered for my stay in Mauritius 6 days in Bayview apartment Grand Baie Mauritius. On our arrival we saw how dirty the flat was. We booked this flat some 6-7 weeks before and according to your site and details it was said to be one of the BEST PLACE to be. Unfortunately that all lies and you should not be cheating your customers

I was in contact with the hotline and I was told that they will take care of the matter and a half hour later I received a call from your side (Slowenia) stating that they are trying to find solution, another 30 mins later I finally received a call from Netherland this time telling me that they will cancel the reservation AS THEY HAVE NOALTERNATIVE SOLUTION FOR ME:
Bloody hell I ordered on time so that I have a place to stay, we arrived at that place with all the kinds and luggage and have no place to stay. The worst thing was that almost all hotels were sold out and we could not find a place to stay. Unwillingly we have had to stay in that pitch for one night, the bathroom was so dirty that we decided to shower in the garden with the garden hose and used the toilet from restaurant in the neighbourhood

you just think of making money at the cost of travellers and you cannot tell me that you visit that place before, then you must have been blind. The following days it took us a whole day to find another flat and causes us a lot more of expenses and our holiday was spoiled

I am a genius user of booking.com, since then I HAVE DECIDED NOT TO USE YOUR HOMEPAGE BECAUSE YOU ARE NOT SERIOUS.

This is not the first time that I have problems with your company, the last time in Barcelona was the same ### and I paid three days for an apartment in which I didn´t dare to touch the door knob.

We travel a lot and together with my husband H. Kulczynski, we booked 5 WEEKS in DayInn Hotel in Berlin Köglerstrasse but not towards your services and if you want us to be your customer again you better revise your policy.
M Ann Kellermann-Kulczynski

Dear all,
as usual I always book a trips (my and from my friends)over your site.Usually I'm very pleased, but yesterday I had one situation.
Where I booked a hotel, thinking that this price is in kuna, but it was in the pound, which I noticed after several hours of booking, so I canceled the booking, because it is to expensive, but the hotel took 346, 80 pounds of fees .
Please can you accept my complaint and can I get a refund because cancellation happened the same day, and because I always book through you.
Date of incident:11.4.2017
Client name:Miljenko Cukon
Hotel name:St. Martins Lane, Westminster Borough, LONDON, UK
Kind regards,
Slavica