Booking.com
reviews and complaints

On Wednesday 12th April over 300 pound was withdrawn from my account for a "no show" at The Brayton Hotel in Blackpool.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account and took £97 deposit without my authorisation and failed to send me a receipt confirming that amount had been withdrawn.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 Then on 12th April a further £323 was withdrawn from my account due to apparent "no show" once again you failed to inform me this would be happening and I have received no email confirming this or receipt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

Dear Booking.com team, we are key One Holiday Homes, registered company in Dubai UAE, our property ID is 1960328, after the long term successful cooperating with Booking.com, we having with you a huge problem!
First we had no show booking number [protected], as per policy of Booking.com we have charged the full amount of booking as guest was no show.
But probably guest went in the Bank (National Bank of Abu Dhabi) after and submit the complain that we charged him wrongly, so Bank wants to take money back and not accepting any evidences from as and from Booking.com (Policy latter that guest agreed). The bank is not admit the Booking.com as a secure company, For me this is very ridicules and unexpected, as we are old client and working long time with booking.com. Please, be informed as well that we were communicate with local office of Booking.com, but nothing is changed and they admit that Booking.com is unsecured company!. We can provide all Email communication.

So we are requiring now:
1) Please, confirm that Booking.com secured company!
2) if bank will credit money Back, we are expecting Booking.com to compensate this amount!

The Albany Hotel in Durban, South Africa is nothing like it's description on the booking.com website. The photos, description and star rating are completely inaccurate and I have no way to contact booking.com to tell them this! When you google this hotel booking.com has the audacity to say it's party of their preferred hotel group... this was my review of this hotel on booking.com:

Everything! The location is horrendous, the staff are unhelpful. We had no idea where to park, so I went into the hotel to ask, was told to go park in the parking garage down the road, and that it would cost us R50 a car 😑. Cue the filthiest parking garage and road you can imagine... we were then told by the garage attendants that we actually needed to pay the R50 in the hotel. When we refused to drive around the block for the 3rd time they let us in (just for the record the parking attendant was the nicest person we encountered during the entire "Albany ordeal") and up to the 4th floor. We then had to carry all our luggage (and hang on to 4 kids) through the filthy parking garage until we eventually found a tiny elevator in the darkest dingiest corner and couldn't actually get our luggage into it because there was a car parked right up against it. We had to squeeze ourselves through a gap no wider than a ruler. After a terrifying lift ride (where the doors didn't open for so long we thought we might sleep in it), dodging cars and a long walk down a busy street (PROSTITUTes and drugs for sale, I #### you not) we arrived at the hotel. The lobby was newly renovated and looked great (this is the area from all the photos online) so we felt a bit better. We took the elevator up to the 7th floor, and when the doors opened we had been transported back in time... we nervously approached our room door and once inside we took in the smell that can only be described as damp laundry that's been lying in a pile in the for corner for 3 months! It smelt worse than our bathroom in Krabi, Thailand that sat underwater for awhile after a freaking Tsunami! The room was dirty and the bathroom was awful. We stood around in shock for about 20 min and then I phoned reception to complain. I was told: "the manager has left for the day so there's nothing we can do" and "you can leave but you won't get your money back". We decided to leave. On our way to the elevator we were treated to the view of a large naked woman walking through the hotel corridors 😳. I gave in my cards and the receptionist said "you only have to check out tomorrow, is there a reason you're leaving?" at which point I repeated my various concerns. I then got a "oh ok, goodbye" and we had to relive the harrowing experience of getting back to our vehicles. I am utterly appalled by the entire experience! When we got to our new hotel the children actually said "it's so nice to feel safe again".
Do not stay at this hotel! I would give it a 0 if booking.com allowed me to! It's not even a 2.5.

Booked hotel room through booking.com. Booked a twin room. When we checked in we were told our room was a double and there were no twins availble. The receptionist at the Crowne Plaza Leeds told us booking.com don't 'tell us all the details of the bookings' (such as the key detail that we booked a twin room). A different staff member told us that our selection of twin room was simply a 'preference' rather than a choice - none of this was made clear by booking.com. Total shambles. So basically paid almost £200 to sleep on a hard sofa bed which was too short for anyone over 5ft!

Dear Team,

I have booked York International Hotel via Booking.com and Total Amount for the booking is 2008 AED (Including 20% Tax + 10 AED / Night ) but the amount deducted from my account is 2183.59 AED. Additional Amount of 175.59 has been deducted.

Attached the Bank transaction details for the same here for your reference.

Booked Via : Booking.com

Booking Number: [protected]

Check- In : 24th March 2017
Check-out : 31st March 2017

Stayed in Room No : 611

Please do the Needful.

Note :
Have submitted the hard copy of bank statement as well to the hotel. But no response and they said amount will credit to my account. but nothing happened. i was unhappy with this.

I booked a hotel on booking.com that was non refundable. But payment was to be made when I arrived at the hotel. The day after I reserved the hotel put through the charge on my credit card. And they charged $60 too much. I tried contacting booking.com via email three times but no response. I also called three times and was on hold for 15 minutes. Each time the call was automatically disconnected after 15 minutes. To top it all off, the day after I booked I checked on booking.com and found the hotel was $35 cheaper!

I booked a hotel stay via www.booking.com and found a really good deal.
There was no prepay needed, price was reasonable and I could cancel at any time for free.
I made my reservation and was immediately charged the full price! When I contacted Booking they said that I was charged a prepay! I told them that there was a mistake and that it was clearly said on their site "no prepay" and they replied that was impossible.
When I arrived at the hotel I asked the hotel manager and he said that they never asked their customers to pay a prepay fee! Booking is a scam, they are the worst and I am very disappointed!

Booking.com is a fraud company. I can not believe no govt. Has taken strict action against such fraudsters. I got charged with full amount on my credit card on 2 seperate bookings when it was clearly written no prepayment needed. Still my credit card charged the moment I entered finish booking.

When I contacted hotel, they said payment has been taken by booking.com and not by the hotel and they said booking.com is responsible for all this fraud.

Below are the booking numbers:
[protected]
[protected]

Never use booking.com. The website is designed to defraud and miss lead. I pressed on the reserve button to hold a room for a weeks stay, however, it immediately took my money and they have subsequently refused to refund me. Since this happened I have discovered the internet is littered with people who have been defrauded in the same way. Booking.com is a disingenuous organisation designed to defraud and miss lead beware and stay away!

In early March of this year, I went online at Booking.com to make a reservation at a hotel for March 20th. A week before the reservation date, my plans changed and I called the hotel to cancel. They told me I didn't have a reservation for the 20th. They checked their records and found that my reservation had gone through for the date I actually MADE the reservation in early March so my money was gone because they claimed I was a no-show. I called Booking.com and they checked with a manager to see if there was a "glitch" with the system on the date I made the reservation and they came back and told me there wasn't. I then called my credit card company and the person who handled my call, after hearing my story, said HE had a similar thing happen, only Booking.com reserved a room for him three weeks AFTER the date he actually reserved. So when he arrived at the hotel they told him they were booked and he had no reservation. There is something wrong with Booking.com website and people are losing their money. I lost over $100.

The site did not give an option for 3rd person. Yet, the room I booked had 2 twin beds and a pull out bed couch so I was not worried. Upon arrival, they charged us an additional 80 Euros per night for the 3rd person. We tried hard speaking to various levels to get the amount lowered to no avail. The same room for 1 person was 20$ US dollars less than for 2. It was unreasonable and placed a financial hardship on us to pay an extra 600 Euros on the fly. Adding to that was the hardship placed on me when they left the initial pending authorization on my account even after full payment posted. Was a beautiful stay other than the financial aspect. I think it would be morally right for the hotel to refund me 60 Euros per night, which would mean I would have paid an additional 20 Euros per night for the 3rd person (which is the amount they charge for a 2nd person). Such a reputable and fine hotel should not have treated someone from another country with such a financial shock it was unreasonable and I would greatly app booking.com advocating on my behalf as I am a regular client and have never complained. Thank You for your assistance.

We placed an hotel reservation with bookin.com for Nantasket Beach Resort, in Hull, Massachusetts. Instead they made the reservation on Nantasket Hotel. We have sent booking.com a few emails complaining about the facto and they never did anything. We could not cancel the reservation with the hotel, because it was done by booking.com under the agreement of no cancelation and we have no choice but going to that hotel or losing the money. Shame on this company that should be investigating by the authorities.

Me and my partner booked to stay in The Dublin Viking's House (Booking number: [protected] PIN code: 3351) in Dublin (1 Kenilworth Park) from March 10th - 13th. There is absolutely NO soundproofing whatsoever in this building. We arrived in the evening on March 10th and didn't have too much trouble as the noise finished earlier than the next night. However, on the night of the 11th we could hear absolutely everything echoing throughout our room all night long. Above us, they were only talking, walking around and phones vibrating but it was loud enough to keep us both from sleeping. It finally stopped at around 5am, by which time we were both shattered and it totally ruined our day (1 out of our 4-day holiday!)
We were so angry that we tried to call the owner (on +[protected]) at 2am but he didn't answer. We called again in the morning and told him what had happened and how upset we were, that there was no way we would stay there again that night and we wanted a refund for last night (as we had one of the worst nights of our lives) and that night (as we weren't staying there). He said that he would have to work out how much he owes us and would call back on Monday (13th).
It is very simple. We paid £239 for the 3 nights, which makes it £79.66 per night. We want a refund for the last 2 nights - where we didn't sleep there (present or not!). That makes a £159.33 refund. He never called back and has not answered our calls since.
We stayed in Clifden House (32 Gardiner Place) on the Sunday (12th) night instead of Dublin Viking's House. We were out of there before the 11am checkout on the 12th, we could not bare to be there a moment longer!
This property does not meet Building Part E (Soundproofing) Regulations (http://uksoundproofing.co.uk/regulations/) and is not fit for purpose! I will not hesitate to inform the authorities if we do not rightfully receive our refund...and fast!

My reservation no [protected] at Puri Golden sands, India between 9th march to 12th march 2017 through booking.com. They have mentioned via mail that Resort has charged full cancellation money and not refunding. Following which I raised complaint to all concern authorities here in India against resort.
Today I got call from resort and intimated that they have not charged my card and its booking.com has charged the money and they will communicate with them and revert.
I am unable to contact booking.com over phone. Phone no provided not working.
I have not availed or stay in the property for the mentioned dates. I cancelled the booking because facility like swiming pool which they mentioned was not operational and I mentioned same while cancelling.
I have not received any reply from booking.com for my previous messages. So Please take mecessary action to refund my hard earned money.
If this is not the correct address or platform for complaints in India..please provide me contact no and mail address for India service
Thanks and regards
Dipankar Ghosh
Email: [protected]@gmail.com
+[protected]