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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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L
8:00 am EDT

Booking.com reservations

I assumed this was a secure resource for confirming a hotel reservation I was profusely mistaken. I booked a room using my American Express card. The room was confirmed and I was extremely happy. Two days later a receive an email from the hotel saying they did not accept American Express only Visa And MasterCard, two cards which I do not have. I called booking.com to cancel the reservation and they were not helpful at all they said I would still have to pay the hotels cancellation fee even though I was never told the hotel doesn't take American Express and the reservation was made and confirmed. Very very bad. I will never use them again.

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Wine Is Good
Wine Is Good
, US
Jul 26, 2016 12:03 pm EDT

Just FYI, you can get a prepaid VISA/MC at any retailer and use this just for situations like this.

Wine Is Good
Wine Is Good
, US
Jul 26, 2016 12:03 pm EDT

Many businesses do not accept AMEX due to their high processing fees. Did you ask if they accept AMEX before you booked? All booking.com is is a third party reservation website. They do not control the hotel's policies.

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A
7:57 am EDT

Booking.com disability/accessible room for disabled person

We booked a room from 13th-19th june 2016 through booking. com at the premier inn watford north, st alban's road, garston, watford, wd25 0lh. We specifically requested an accessible room with walk-in shower to allow myself as disabled the necessary access for personal hygiene. Without these basic but essential facilities my basic needs are not fulfilled. We were assured at the time of booking that our requirements would be provided. However upon checking in at the reception on arrival following a car journey of 245 miles and taking 4.5 hours (From hartlepool, cleveland) we were informed by the hotel reception that not only were we not provided with an accessible room but that the hotel did not have any disabled rooms at all. We feel that we have been sold a product that clearly was not available. We point out the staff at the premier inn were helpful as could be but this did not alleviate the situation. A call to booking. com proved little success although we were told that if we could find alternative hotel accommodation then a refund of our paid £657.88 could be provided. As we were visiting family to see our first grandchild a return to the north east was not an option. We desperately tried to book a different hotel but for whatever reason something must have been going on in watford and so we had no luck in finding suitable accommodation. I repeat that we have been missold a service that was not even available and that compensation should be forthcoming. Fortunately the birth of our grandchild alleviated a lot of our pent-up disappointment.
Mr michael codner
33 millston close
Hartlepool
Cleveland ts26 0px

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2:41 am EDT

Booking.com money got deducted

Hi,

I made a booking at appart'city using booking.com on 24/07/2016 at 2pm IST. I made a free cancellation reservation with which I will pay at arrival and they asked for credit card no. Only. Then at 11pm I got a message from my bank that 8K has been deducted from
My card. With no security key or anything shared I lost my money. This booking.com is fraud. Please stop giving your credit card no. To them.

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8:49 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com no consumer protection rights

I made a 3 nights booking at Villa Ananda in Boracay and paid via credit card to booking.com. When I arrived, the villa was not at all up to expectations. Finally I decided to move to another accommodation.
The villa owner had told me that she was willing to take refund 2 nights of what I had paid. However later she told booking.com that she was not going to refund any monies.
The customer service agent Janine at Booking.com was the most horrible customer service agent I have ever come across in my life. She told me that there was nothing I could, and that there was NO consumer protection policy at booking. com. !
I will never use this site again! Please remember that if a deal goes wrong, booking.com is not going to help you in any way.

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Sheryl Williams Hansen
, US
Jul 30, 2016 2:04 pm EDT

Just made a reservation through booking.com for October. They charged my credit card immediately. It wasn't suppose to be charged until closer to the date of service as is common with hotel reservations. Now I am having to fight for my money even though I have cancelled the reservation. Do NOT USE THIS SITE!

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E
11:58 pm EDT

Booking.com hova hotell

July 2016, hova sweden
I booked a non-refundable room at hova hotell. I booked it for four nights as it looked ok on the booking. com site, and the the price was a last-minute offer.
So far so good.
As we arrived at the hotel in the afternoon we didn't see a hotel as described on the booking. com site. The place looked abandonded, and every door was locked. The building itself was more like a ruin.
We could quickly decide that we had to cancell the booking. I found a phone number on one door, and as I was dialing the number the was opened. The person who opened was not able to to anything but calling someone else. I got the receiver, and I told the man that we could not stay in a hotel like that.
I called booking. com who asked me to take some pictures which I sent soon after.
The end of the story is (So far) that booking. com has charged me for one night at the hotel thus saying that there is no lower standard for what could be called a hotel.
I feel booking. com is selling rotten fish and mouldy bread.
Even if someone has booked a non-refundable room there must be a standard. Every deal between a company and a customer must be based on trust.
As long as booking. com cooperate with hotels like hova hotell they should not be trusted.

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9:40 pm EDT

Booking.com they made a mistake and won't take responsibility for it.

Booking #[protected] PIN code# 6232
Property: The Grand Guesthouse
1116 Grinnel St, Key West, Fl 33040

On July 15, 2016 I used Booking.com to book a hotel for a weekend getaway to Key West for my family and myself. The trip was for Aug 12-15. While searching for a place I used the filter to find properties that were kid-friendly. I have 2 children, ages 5 and 8. The filtered search narrowed the search from over 100 properties to approx. 30. At the top of this list was The Grand Guesthouse. I liked the pictures and the price so I booked it.
The next day I received the confirmation email. While reading the fine print I noticed it said "we can not accommodate children under 14", even though it came up in the search for kid-friendly properties. This meant I had no choice but to cancel, since I'm traveling with the kids. I contacted Booking.com customer support to ask for help in getting The Grand Guesthouse to waive the cancellation fee. I was then told The Grand Guesthouse has a strict policy and will not refund my $50 cancellation fee. I don't know who to blame here, but I know I was misled by the filtered search on Booking.com that was supposed to be only kid-friendly locations. I was only told "we're very sorry" and "next time you should really read the fine print before booking". Why is there even a feature where I can filter my search to meet my very specific needs if it's not accurate? Booking.com tried to request my $50 refund from The Grand Guesthouse, but they were unsuccessful. When I tried to contact the hotel about it, they were very unwilling to even deal with me.
I believe Booking.com should find a way to refund my $50. I caught the problem the very next day after booking, and there was still, at the time, 26 days until the date of the trip. I understand the hotel has a strict cancellation policy but I was clearly misled by an inaccurate list of search results. This was not totally my fault. At the very least I should have $50 credited to my account for a possible future vacation. I have booked several vacations through Booking.com and I would like to continue booking through them, but if this is how I'm going to be treated, I will never do business with them again.

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10:22 am EDT

Booking.com hotel henry venice

I booked the Hotel Henry in Venice through Booking.com. I was supposed to pay at the END of the stay according to the website. The Hotel was a pig sty, they never gave me the room i had booked, the one shown on the website, stating it wasn't available. The bathroom had rust and peeling paint, and the management didn't want to deal with any problem. On my return to the UK I complained to Booking.com and they told me i should have complained to them FROM the hotel and that I should have complained to the Hotel directly. I did complain and they just shrugged their shoulders each time. They had charged me on arrival and it's no wonder. They then had my money and I had to try and get it back.
After going back and forth with booking.com i will not get any re-imbursement for a terrible hotel stay. Booking.com accept NO responsibility for anything that happens with a customer's reservation. They take their 15% and on they go. As a part of the Priceline Group they have only a responsibility to their investors and shareholders, NOT the customers who provide those profits.
This is an irresponsible company who will eventually be brought to justice by the American legal system for conning customers. Expect to see them on front page news in the future being fined by the US department of whatever who love to prosecute companies.
The Reference was 709.502.670. Booking.com offered me a 25 Euro refund which was an insult to my intelligence. I sent them photos about this dump of a place but it didn't matter to them. It could have been a garbage tip and they wouldn't have cared. I had my room switched and was given a room next to the lobby where I was able to hear every word spin that lobby, morning noon and night. i had to go out twice and tell the people to be quiet.

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2:19 am EDT
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Booking.com hotel cancellation - credit card still charged

Hi guys, about this cancellation policy on booking.com. I booked on a hotel more than 2 months ahead but I found a cheaper place so I cancelled my booking before I book another and they said cancellation was free. When I placed my first booking, the full amount for five nights stay has been immediately reflected to my credit card. Booking.com wrote on their site that the amount would be on hold but would not reflect as actual charge on my credit card so I was not worried yet. When I cancelled it, the amount on hold remained but Booking.com already email-ed me about the cancellation and that it cost me no amount at all (Like what they advertised on their site) and saying they are updating my info so that the cancellation will reflect everywhere. My question is, from the time I cancelled it, when will the held amount on the credit card be available for my use? Now, I cannot use the amount they held which amounts to 5 nights stay. It is a big amount for me! I emailed the hotel and they sent an automatic response saying I have to deal with Booking.com. I sent multiple emails to booking.com but as of now, I have not received any reply yet. I hope they will notice this and respond to me.

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Resolved

I called booking.com's customer service in our country. They assured me my booking was cancelled and the hotel released my funds already. I also contacted my credit card issuer. Thankfully, the amount frozen has been reversed after 6 days.

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7:02 am EDT

Booking.com was left on a street

I have booked a hotel room via www.booking.com and received a confirmation email that everything was fine and payment successfully went through.
I was so excited about my vacation trip until I actually got to the hotel. The hotel manager said that they had no record about my booking and there were no free rooms to stay! I spent my fist night on a street with all my luggage! Great way to start a vacation!
Booking did not reply no matter how many times I've tried to reach them and later they charged me again for who knows what! Had to call my bank and block these guys from stealing my money.
People do not use this website!

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9:54 pm EDT

Booking.com holiday accommodation in waikiki hawaii

In November 2015 we booked a 1 week holiday in Waikiki, Hawaii in what they described as "Waikiki Grand One Bedroom Condo". When we arrived we found it was just a studio/hotel room which did not even have a table and chairs and not even a wash basin or power point in the bathroom. A far cry from a One bedroom condo! Furthermore the advert stated:
-the condo was 46m when in fact it was only 28m
-that toiletries were supplied when they weren't
-that the condo had a city/garden view when all you could see was the leaves and branches of a huge tree hard up against the window.
-that it slept 2-4 but the other 2 had to sleep on an uncomfortable, work out sofa bed.
The apartment was significantly sub-standard.
When we brought all this to the attention of booking com they simply forwarded our complaint to the apartment advertiser and took no responsibility for their part.
The advertiser of the condo naturally refused the refund request and the advert still remains with the same deceitful, misleading description.
Seriously both the advertiser of the property and booking.com should be held accountable and brought to justice.
Like others here I wont be using them ever again.

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7:04 am EDT
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Booking.com hotel reservation

I had a paid hotel reservation at Domus Nova, which closes early. I had made every attempt to be at the hotel by the hour set by Maurizio. I was at the LaSpezia train station by 1330. I was sent to the wrong track. So I watched my sign stating the hour of the train, and then all of a sudden the lit sign disappeared. I went to the ticket counter in tears saying I had somehow missed my train. They said the next one was in 2 hours. I went to the help desk in hysterics, and they said to come back there, and they would walk me to my track.
I emailed to Maurizio, and then took the next train. There were 3 trains to take, and by the time I arrived in Mantova, I was on the last train of the evening, and there were no taxis around the station. I walked to the Domus Nova, and also got lost along the way. I rang and rang the bell and knocked several times to no answer. By then it was dark and I was afraid of what to do next. I went to the Police, and they called Maurizio who would not come back to open. They found another listing for me also thru Booking.com. The Police took me to this Hotel del Gonzaga.
The Police nor the Hotel ever told me that this was a double pay situation, or I would have gone back to Domus Nova in the next morning. Needles to say I was shocked when Del Gonzaga gave me a full bill at checkout. They called Booking.com and I tried to explain my situation by phone.
I want my money back for the double booking based on the following:
1) I did all I could to get there in time.
2) I contacted Maurizio with the problem.
3) The Police acted as though they had changed my booking, or I would have at least gone back to Domus Nova the next morning.

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8:06 am EDT

Booking.com wrong email address in booking resulted in non-show charge

Long story short I booked a hotel and didn't receive an e-mail confirmation so later on the same day thinking the first booking hasn't worked I booked again and received a confirmation. A few days later I decided to stay at a different hotel and cancelled my booking which should have had no cancellation fees since I was cancelling over 7 days prior to arrival date. But it was charged because it turned out I had 2 bookings as the 1st booking did go through and the reason I didn't receive a confirmation is because I misspelled the e-mail address (it was missing one letter) and so I was charged because it was a non-show. My fault? Yes however a day after I cancelled the booking the booking.com some how realised I had two accounts and offered me to merge them together and so I did. After merging the accounts I still only see one booking for that hotel which is the one I cancelled. Why did it not show the booking from the other account? And why is that when I log in to the other account (the one with the wrong e-mail address) it shows no bookings in my bookings section. If the account merge had worked properly it would have shown the 1st booking I made and I would have been aware of it and would have had the opportunity to cancel it. So is that still my fault? Booking.com didn't accept responsibility over it though they did admit that the 1st booking should have shown on my bookings after I merged the accounts and that also the other account with the wrong e-mail address should display there's a booking. So for mistyping an e-mail address by missing one letter I had to pay £222.08

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S
Sebastian Single
, US
Aug 18, 2016 8:14 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Have the same problem right now. I also didn't see my first booking after i have merged my two accounts.
Now i shall pay the whole price.
Any suggestions or help?

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F
7:19 pm EDT

Booking.com be careful with credit card fraud on booking.com

I booked the hostel called " El Misti Hostel Ipanema" in Rio through booking.com before I departed for Brazil. The final free cancellation date of it was 24/06/2016. I flew out from London on 25/06/2016 and only after few day did I find out someone else in Sao Paulo used my card to take uber and paid stuff on goolge play on 24/06/2016.

Based on other complaints as follows filed by users for example:

1. https://goo.gl/8DlgFP
2. http://goo.gl/vnBwDi

I believe it is highly likely the hostel and the booking.com holds the responsibility for this credit card fraud event.

Instead of using a trustworthy third party payment system, the company apparently passes one's credit card information to a hotel and let them use it with their discretion. The whole third party security statement in the term and condition document (http://goo.gl/vnBwDi) proves to be a lie.

My credit card was hijacked and money was lost. After a few years using booking.com successfully around Europe, this is a completely disappointment.

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12:23 am EDT

Booking.com travel service

Attitude with No Empathy

Late last year when excitedly planing my vacation to Japan, I tried making a reservation at this traditional Ryokan in Kyoto. The reviews were awesome. I imagined the place to be one steeped in tradition, providing exceptional care with respect for its guests. It was not inexpensive, this would be a once in a lifetime experience.

I attempted to secure the reservation through booking.com but due to an technical glitch
the reservation was never confirmed and I failed to receive the letter of introduction
for the facility welcoming me and my family to old Japan.

An alternate reservation was made elsewhere.

On my return from Japan, I was informed by the Ryokan that the reservation had in fact gone though in spite of me having no knowledge of the above.

This was confirmed by booking.com who openly recognized that they had received bounced back emails that they felt no responsibility to remediate.

Saddened by this fact, I tried to enquire what had transpired and attempted to work with the
Merchant and Vendor to ensure that any losses could be shared respectfully by each of the affected parties. This is when my faith and respect for the Merchant and Vendor was lost.

Abruptly with little empathy, respect and consideration, I was informed by the Ryokan, that they would not entertain any flexibility nor culpability and that further more they were resistant to any settlement that would not provide them with the full amount of the reservation. $4000.

I tried to engage them with respect, with courtesy and finally with sound financial reasoning
that surely a settlement that would discount my young daughter’s supplement to our room or a discount on food that we had not consumed could still more than compensate them for the cost of the lost reservation, but management proved unsympathetic. They remained firm that it was not their issue and they were entitled to full restitution.

They felt that only booking.com could alter the situation.

In my dealing with booking.com, they were pleasant, obliging to assist but in spite of promises
to try and mediate the matter, they ultimately left me on my own with no recourse.

They refused to recognize their failure to provide the services as detailed on their own website and suggested that I try and get the credit card company to mediate the matter, although they were never a real party in the dispute in the first place.

While I have since paid the amount and ended this conflict, it has left me saddened by the manner that I was treated by their establishment and booking.com. Their attitude and manner, cold and distant, their empathy, lacking and their respect of me, absent. There was no service nor customer satisfaction offered nor provided.

I imagine the property is wonderful, its staff, careful and attentive and its venue, magnificent, but to me they have demonstrated only a hard view of themselves, and in is not one demonstrating care and attention to others.

I also was a loyal and respecting customer of booking.com and had used them exclusively to book all my vacations over the past 4 years. This clearly was not reflected in their resolution of my dispute even though I received responses from their CEO and other senior executives.

In both cases, I was treated as only a transaction and held solely responsible for a error that involved and affected us all.

I wish them all well. Alexandros

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12:35 am EDT
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Booking.com cancellation policy

I have made a reservation fro a hotel in Sankt Petersburg, it was in serbian, my mother language, so it wasn't possible that I misunderstood the information. It was stated that I can cancel it and that the card data are required only for the purpose of the reservation. later on, when my reservation was confirmed, I saw that my card will be charged at any moment and that cancellation is not possible without charging me the whole amount. I was shocked.
Two hours after making a reservation I started writing emails to Booking.com and hotel stating that I have made a mistake (although I don't think it was my mistake but unfair practice) and that I want to cancel my distance contract with Booking.com as my service provider. Nobody responded timely but the hotel - by charging all that money using my credit card details.
I have been trying to get my money back ever since, but they act as there are no laws in EU nor elsewhere...
Can you please help me regarding my rights in this issue, or tell me who to officially complain to as a consumer.
Thank you in advance,
Jasmina Maravic
(Res. No. [protected], PIN 1019)

Here are my email attached, I have been speaking to operators twice since

Jasmina Maravic
16. јун (пре 11 дана)

Booking.com
dear Sirs,
I declare that was mislead by information on the website. I was told that I can cancel it up to August 21st, and that hotel won-t charge my card but need the card data for the reason of reservation. When the confirmation came, I saw completely different info and now I want to cancel it and I have the right to cancel the distance contract free of charge according to the law.

Best regards, Jasmina

[protected]:18 GMT+02:00 Booking.com :
Manage booking
Dear mrs Jasmina Maravić,

We received your request to cancel reservation [protected].

Even though there is a charge associated with this cancellation, we'll try to find the best possible solution for you. We've asked Courtyard by Marriott St. Petersburg Pushkin to make an exception for your reservation, and hope to have an answer for you shortly.

The reservation policy you selected does not allow for free cancellation or modification at this time. This means that there will be a fee if you decide to cancel or make changes to the reservation. The policy details were stated at the time of booking, and are included in your reservation confirmation for reference.

Please feel free to contact us if you have any questions.

Sincerely,
Booking.com Customer Service Team
"

Postovani,
Ako poslujete u Srbiji pretpostavljam da poslujete po zakonu. Ja cu ovo sada prijaviti inspekciji nadležnoj za ove poslove, jer sam se vama obratila juce, NEKOLIKO MINUTA nakon što sam shvatila da sam pogrešno informisana. Odgovarate mi tek sad kad mi je hotel rezervisao sav novac, što piše na rezervaciji sitnim slovima.
Molim vas odgovorite mi da li vas sajt kao posrednik mora da poštuje Zakon i zaštiti potrošača?
Jasmina Maravic
On Jun 17, 2016 2:10 PM, wrote:
Upravljaj rezervacijom
Poštovani/-a mrs Jasmina Maravić,

Hvala vam što ste kontaktirali Booking.com.

Obratili smo se objektu Courtyard by Marriott St. Petersburg Pushkin u vaše ime sa zahtevom za otkazivanje vaše rezervacije. Nažalost, objekat nije u mogućnosti da napravi izuzetak u ovom slučaju, i biće vam naplaćena celokupna naknada za otkazivanje rezervacije.

Molimo odgovorite na ovu poruku odabirom jedne od ponuđenih opcija:

Nemojte da otkažete moju rezervaciju.
Prihvatam troškove otkazivanja i molim vas da otkažete moju rezervaciju.
Vaša rezervacija je aktivna u našem sistemu i ostaće aktivna dok je ne otkažete. Ukoliko se odlučite da je otkažete, ubrzo ćemo vam poslati e-poruku sa ostalim detaljima.

Ukoliko imate pitanja, slobodno nas kontaktirajte.

Srdačan pozdrav,
Booking.com Korisnički servis

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4:47 am EDT
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Booking.com misrepresentation of accommodation in inverness

The Waverley Guest House in Inverness is a grungy flophouse masquerading as a guest house and charging exorbitant prices for poky, dilapidated rooms. The rooms are excessively noisy, with live bands playing three metres from your head, then locals departing the pub shout to each other with canyon-like echoes along Union Street and finally shrieking seagulls until the traffic begins the next day. None of this is described on the website. Nor was I told there was a shared bathroom.
The unnaturally glowing reviews cast serious doubt on all other reviews on www.booking.com.
when I tried to write directly about this to www.booking.com, there is no option for direct contact. You are directed to a series of FAQs.
Until www.booking.com takes some responsibility for accurate representation of properties on their website, I will be forced to use other websites.

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2:09 am EDT

Booking.com unauthorised credit card charges for accommodation

I would like to complaint about recent unauthorised credit card charges for accommodation in Koh Lanta, Thailand.
I did booked an accommodation in Koh Lanta for 22nd June but today I received text message saying my card was charged for THB1500 for accommodation that I am not aware. I am sure I didn't make any transaction to this accommodation and surely my information may have slipped from Booking.com. I am really disappointed to the level of security that booking.com provide.

Here is the detail of the accommodation
Transaction Date: 19 June
Hotel: Baan Pakgasri Hideaway
Amount Charged : THB1500

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9:28 am EDT
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Booking.com unauthorized credit card charges

Do not use this service!
I used booking. Con to reserve a hotel in hawaii and they charged my card for the full week upfront! I have never prepaid a hotel upfront. I should have booked directly with the hotel. When I called booking. Con, the rep said that I agreed to their terms of prepaying for the room. Nowhere during the process was it mentioned that I would be prepaying for the entire week! Do not use this scam of a service! Book directly through the hotel. I wish I would read these reviews before I did business with this outfit.

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8:47 pm EDT
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Booking.com overcharge on bill

I booked a special deal through Booking.com to stay here from 27/5-31/5/2016. The negotiated rate was about Rs 1300 per night. I arranged directly with the hotel management to arrive 1 night earlier & to check out 1 night later.
After checking out, I noticed that my bill showed an amount of Rs 12390 but my credit card slip Rs13390. I had been charged more for the negotiated lower rate through Booking.com. I can understand paying a higher rate for the additional nights.
I sent several mails to both Booking.com & Optimum Palm D'Or without eeceiving a notification that my credit card is re-credited with the overcharged amount of Rs1000. The hotel said I would get a discount at my next stay. Why on earth would I go back where I was overcharged.
What can I do to get my refund?
Thank You

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3:03 am EDT
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Booking.com hotel booking through my booking.com

this morning, 10 June 2016, I made a reservation for the first time through my.booking, com at Millenium Madejeski Hotel, UK: Pin 6120; Booking ref: [protected]

At the time of booking, mybooking.com website informed me expressly, as copy pasted in the attached document, that payment would be made only at check-in! I proceeded to reserve this booking on this express basis. There were other prices in this selection which also said that in fact payment would be taken on reservation. I expressly avoided those, knowing that I may need to cancel. I have since seen an email from the hotel/mybooking.com, that my cancellation, which I went on to make after a few hours of booking, will attract a fee. I have written to them to request a full refund on this transaction on the basis that the information provided on their website at the time of booking, and in fact throughout the booking process, was an express misrepresentation.

This booking was being made for my daughter's 8th birthday. I am saddened and disappointed that it has turned out so sour, especially as this is the first time I am using booking.com. when I called, the person who answered the phone made things worse for me. he kept pointing out to the information sent to me after the transaction, which says that there is a cancellation fee in the small print. If this had been the information at time of booking, I would not have gone ahead.

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Update by afuanuamah
Jun 10, 2016 3:04 am EDT

this morning, 10 June 2016, I made a reservation for the first time through my.booking, com at Millenium Madejeski Hotel, UK: Pin 6120; Booking ref: [protected]

At the time of booking, mybooking.com website informed me expressly, as copy pasted in the attached document, that payment would be made only at check-in! I proceeded to reserve this booking on this express basis. There were other prices in this selection which also said that in fact payment would be taken on reservation. I expressly avoided those, knowing that I may need to cancel. I have since seen an email from the hotel/mybooking.com, that my cancellation, which I went on to make after a few hours of booking, will attract a fee. I have written to them to request a full refund on this transaction on the basis that the information provided on their website at the time of booking, and in fact throughout the booking process, was an express misrepresentation.

This booking was being made for my daughter's 8th birthday. I am saddened and disappointed that it has turned out so sour, especially as this is the first time I am using booking.com. when I called, the person who answered the phone made things worse for me. he kept pointing out to the information sent to me after the transaction, which says that there is a cancellation fee in the small print. If this had been the information at time of booking, I would not have gone ahead.

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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

+44 203 320 2609 +1 (888) 850-3958 More phone numbers

Website

www.booking.com

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