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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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C
9:54 am EDT

Booking.com hotel stay

Confirmation Number: [protected]
PIN code: 6006
Hotel name: Summer Place Hotel, Regoboth Beach Delaware
Hello. I a, communicating to submit a complaint regarding the hotel in which we stayed the night of July 28. We paid $324 for a disgusting tiny room with no space to pass between the bedroom and bathroom.
The following are issues we had:
1. Cleanliness: the floors, walls, carpets are very old, dusty, stained, and wet in some areas. Additionally when pulling back the sheets of the bed, the sheets clearly looked unwashed. There was debris and hair on them. When we complained to the owner, he seemed annoyed that we were being so demanding of a clean bed. He gave me a new set and asked me to change the sheets myself.
2. Electrical: the bedside lamp was actually wet and sitting in a piddle of black water. This clearly posed a safety issue. We had to unplug the light to exchange for another
3. Noise: we were obviously placed in a room behind reception, that was connected by a door to what I imagine is the bedrooom of the owner/manager since we heard every tiny noise he made
4. Rash: my husband and I both left the hotel on Sunday morning, wanting to leave as early as possible to get away from the disgusting room.
Later that afternoon he and I both developed a red, bumpy, itchy rash. He on his arm and waist, inner and upper thighs. My rash developed on both thighs. The rash expanded and worsened over the course of 3 weeks. I still have the rash. Both he and I visited the doctor and we told it is probably an allergic reaction or bed bugs. I have been dealing with this incessant itching and expanding rash for almost 1 month since leaving the hotel
5. Value for the cost: the only value this dirty, moldy, tiny, smelly room had to offer is its proximity to the beach, which is a 5 min walk. However paying 324 is completely outrageous and an obvious unethical money gouge. Additionally I have photos of my rash, and the bedroom as evidence of its condition. The photos of the room may not be very clear however the white is photo of the bedsheets.

I am asking if it is possible for a partial refund considering the condition of the room and the rash, with costs incurred for treatment.

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8:17 pm EDT
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Booking.com credit cards

The only complaint I have is that I was not informed that I had to have a credit card which I do not have. I was going to pay by debit card or cash. Most of other motels want debit card or cash. So what do I do now. I want to stay at Tyrol motel I do not want to cancel, but I should not have to pay more money because I do not have a credit card. Maybe they should have it on the Web. Site before you confirm your reservation. Could you please speak to these people, so I won"t loose my money or reservation because we will be there on September 4-9th. My husband and I are retired, we saved our money to be able to do this.

Please help me.

Gloria Roberge

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12:09 pm EDT
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Booking.com cancellation

Reference [protected] pin 1071.
I booked The Park City Grand Plaza kensington for 7th August 2018. On Monday the 6th August 2018 at around 6am I realised the hotel I actually wanted was The Park Grand Kensington. As you can see they have very similar names, I also read that the hotel I had accudently booked had building renovations going on and my son and I have severe asthma.
I immediately contacted booking.com to explain my predicament listing the valid health reasons asking if I could change hotels. This was more than 24 hours in advance. A few hours later my reply came, and they clearly hadn't understood my question which I repeated and asked if I could change hotels. Monday night igor emailed me to say he had emailed the hotel to see if I could cancel.
Tuesday morning whilst travelling to London I rang the hotel myself who told me they hadn't received any emails from you. I explained and they said shouldn't be a problem and that they would ring me back. So I booked the hotel I wanted through booking.com and checked in.
Later that day the original hotel took my payment of £158. Over the next 9 days I rang booking.com every single day chasing my money as you kept telling me it was a valid reason that I cancelled. I spoke to Shandall, Shantaga, William and Alex among others. Each conversation meant being on hold for at least 10 mins and then going through the whole story each time. Then they would put me on hold whilst they contacted the hotel. I was told nobody in reservations were there, then no managers were there. Then the hotel said they had received no emails from booking.com. Each rep I spoke to me assured me that a note would be left with either themselves or a colleague for them to ring me the next day. Not once did I receive a call back. It's been very stressful.
Finally I spoke to Alex yesterday who contacted the hotel. Alex then said to me they won't issue my refund as it was less than 24 hours notice.
But I informed you more than 24 hours that I wanted to change hotels for health reasons. Alex said the original rep who emailed me misunderstood my query therefore it was less than 24 hours. Also because I didn't use the word 'cancel' then it didn't count! I said I wanted to change my hotel so obviously I needed to cancel the original One, why would I need 2 hotels on the same night. He wouldn't budge.
I rang the hotel myself and begged but they wouldn't refund me.
I can't afford to lose £158. One Night in London cost me £350! I'm a hard working single mum and wanted to treat my son. Now I'm in financial trouble all because your rep didn't understand my request.
I sincerely hope you can do whats right and refund me, as a genius booking.com traveller.
Regards
Jane Moylan

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4:57 pm EDT
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Booking.com ocean dream beachside hotel zanzibar

It's very doubtful I could possibly give a stronger recommendation to NEVER stay at this hotel at all.
I merely hope by posting this review that nobody gets to make the same mistakes we did.
We booked this hotel for our honeymoon and after a two week safari we were ready for some down time on the beach and some quality time in what looked on paper to be a pretty decent hotel.

Alarm bells started ringing when the taxi driver whom we got from the airport stated that most visitors who have booked here tend to be disappointed as it isn't as close to the beach as the hotel would have anyone believe and many of them seek alternative Accomodation upon arrival.
In fact the name "beachside" is a misrepresentation in itself.

We arrived to find our hotel located down a back street of some potholed road with a building site on one side and a public school on the other.
Upon checking in absolutely no information was taken from us (not even our name) we were literally thrown a key and shown to our room.
A few minutes later the clerk returned with a piece of paper for my wife to fill in and sign.
This stated that valuables were left in rooms at owners risk and the hotel took absolutely no responsibility for loss or damage.
Now, I've been in hotels that state this before BUT all of these hotels have actually provided me with either a safe or a secure unit to lock my valuables away in. This hell hole provided neither.

The bedroom itself was spacious with an abundance of space for clothing. A tv and DVD player was provided along with air conditioning.

The bathroom is where the nails were firmly driven into the coffin.
Had I wanted to of touched the sink I wouldn't expect my dog to have drank from it.
The taps were covered in limescale and rust, as was the shower and bede. The toilet didn't even have a seat on it for God's sake. We're paying over £100 per night for this.
In my honest opinion it hadn't been properly cleaned in about six months. We felt dirty and itchy just stood at the door looking at the sheer state of it.
I mean this is our honeymoon after all.

Ok. So where is the restaurant and the beach then we ask the clerk - trying desperately to grasp a positive from this.

She says she'll show us.
Leaves the hotel unattended and we follow. A good four minute walk down the unlit pot holed road until we finally find sand. We then cross the beach - which we later found out on our holiday was impassable when the tide came in.

Online pictures are not 100% deceptive. The beach view is owned by the hotel. But images have been taken from the hotel restaurant a good six minute walk from the actual hotel.

The service at the restaurant was poor and the food was generally swimming in grease and luke warm at best.. unless you order the pizza.
We also discovered it was one of the most expensive restaurants in the island with the worst menu - my wife ordered a steak which a good vetinerian could have brought back to life and the fries almost always came out last and cold

Honestly if I was to be served by a zombie with a broken leg and a hangover i would have received a better class of hospitality and attentiveness from the staff.

We did indeed eat there a few times during our stay but as we weren't sleeping in the room we'd paid for we wanted to attempt to recoup some money by eating what we were entitled to.
I myself wound up popping immodium pills like they were smarties towards the end, I was doubled up with stomach cramps and spent two nights waking up and being glued to the toilet with severe diarrhoea

My wife and I spoke it over on the first night and used the restaurants wifi to find alternative Accomodation.
We found one close by and not to be bitten twice asked the most helpful gentleman at barracca beach bungalows to show us a room.
We instantly agreed we were staying here for the duration.
We traipsed back to the germ infested hell hole that is ocean dream, collected our stuff and buggered off out of there. We kept the key as we had paid for a full board non refundable room and there was no way we were returning the key until the end of our trip. Why should we allow them to double their profits at our convenience by re selling our room.

We didn't let any of this phase us and thoroughly enjoyed the island from our new clean Accomodation.

We went back to ocean dream on the final evening and decided to check our room out to see if anyone had actually been in and cleaned it.
Upon arriving at reception we were abruptly halted and asked if we were going to our room.
Yes we were
She apologised and informed us that our room was now accommodated by another guest.
Needless to say the red mist came down and the steam was coming from our ears.
How dare they!
We demanded to speak to the manager who reluctantly came down the beach from wherever she had been sat.
Whilst my wife explained our grievance she over spoke her not once but twice with "CAN I JUST SPEAK PLEASE" my wife had no where near finished what she had to say so I rounded on her.
We were still in possession of the room key
We had still paid for that room
She had seen us at the restaurant on the odd occasion and we had even signed for our check to our allocated room.
Not once did anyone decide to inform us our room was no longer available to us.

"But your things we're all gone from your room" is NOT a valid reason to sell on the room someone has paid in full for - yes we weren't using it but it had still been paid for until the date we checked out and is therefore in my opinion not up for resale, renegotiation nor a little re shuffle

The argument continued and we were basically fobbed off for our demands of a refund as the room was "non refundable" in my opinion this must also mean its non resell-able also.

We found the next day that the manageress decided to report us to booking.com as a "no show"
Well. We have pictures from INSIDE the room and ate at the bloody restaurant.
This whole experience with these childish amateurs has been nothing less than ridiculous.

To conclude. This experience could have tarnished our honeymoon should we have let it.
I am writing this to warn others off this place and hopefully stop anyone having the wool pulled over their eyes.
I will be taking all action I can possibly take against this pitiful excuse of a vacation resort and I fully intend to expose them as cons, cheats and liars with a much poorer hygiene rating than the kennels my own dog was staying in.

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1:17 pm EDT
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Booking.com did not get a credit back from a confirmed email

I received an email from booking.com on April 9th 2019 telling me that they have started processing a $190.68 CAD cash reward back from the hotel that i stayed at. it says it will take 2-30 days and that they will let me know when the procesing is finished. (see email below)
It is now 4 months later and I still have not heard back or get the refund despite writing then a couple of times.

From: Booking.com

Sent: Monday, April 09, 2018 3:18 PM

To: Ching, Denise

Subject: Confirmation number [protected]. We're processing your cash reward

Booking.com

Welcome back!

Just to let you know, we've started processing your CAD 190.68 cash reward. We'll confirm your stay with the property first and this normally takes 2 to 30 days.

We'll be as quick as we can and once we have finished processing, we'll send you another email on claiming your reward.

In the meantime, you can also check the reward status in your Booking.com account.

Now it's your turn to invite and earn! Simply share the link below or copy it to send to friends, and tell them how it works. Your friends book and stay just like you, and you'll get CAD 25 for each referred friend.

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12:37 pm EDT
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Booking.com apartment reservation on czech / confirmation no.[protected]

conclusion:
All in all, The booking.com is one of the best site which I book my hotels when I travel.

Problem:
The hotel apartment where I booked in Czech it was disgusting with bad smell in the flat which owner being informed about that.

I hope booking.com if possible to return my money back, your effort always appreciate it.

Thanks & Regards,
Faisal Jassim

Inc: some pictures from the entrance.
Email: [protected]@gmail.com

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3:47 am EDT

Booking.com accommodation booked

Fw: Vihara Residence (1014.018.228)
Noel O Donovan
[protected]@my.booking.com;
Good morning

this is my fourteenth and final email. Over a 5 week period, I have corresponded with Allen Y, Andrew, Clara, and Bethlehem K. This torturous process led to the most recent email from yourselves which stated:

- 'The property informed us that you checked out because you did not like the room'.

- 'We were not informed about the issue and you made the decision to check out. We advise for the future to get in touch with us before making the decision as we do need some evidence like pictures from the room to check the standards'.

The above comments do not address the fundamental issue here which was that the 'property' and 'booking.com' did not fulfill the original booking which was made, '3 x double rooms with balcony overlooking the swimming pool'. We were offered 2 x double rooms and 1 x single room on the ground floor looking out at the back wall. We were told that the rooms we booked were occupied, and that nothing comparable was available. Of course I did not like the room, I did not get what I booked. (As mentioned previously, the rooms were dirty as well). You say that we should have got in touch with yourselves, we should have taken pictures. It was 9.00 at night, we were in a strange (for us) country, in unfamiliar surroundings. We were anxious to get someplace else to stay while we still had the chance. We asked the taxi driver to bring us to the nearest 5 star hotel, where they facilitated us. We had little option. We got in touch with Booking.com later that night when we were settled elsewhere.

This whole experience has been very stressful, compounded by very poor customer service from Booking.com since our return. Needless to say, we do not intend to use your services going forward. We have also mentioned it to a few people. We may also make a formal complaint, because I feel strongly that we have not been treated fairly or been dealt with in a professional or courteous manner. Booking.com is a large and I am sure very successful organisation. I have no doubt that it will continue to prosper. It will be without our custom though,

Regards

Noel

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5:52 am EDT
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Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Booking.com dishonest service

Since 2014, I use booking.com service for all my personal and business trips hotel booking. Today I'm disappointed with the service because of their partner client Hotel de Berne.

I had a booking on March 31st 2018 at this Hotel for 6 nights for my vacation in the Nice city but they cancelled on 13th AUG, just one day before my reservation date. The given reason that my card is invalid and they have overbooking on the hotel.

I have proved that my card is valid by getting an email from Banker (debit card department) and forwarded to Booking.com customer service. Initially, booking.com service promised to help me out but at the end their service also worst and similar to the Hotel service.

Both of them are dishonest to their services and clients. I'm really frustrated why I'm using your service for all these days.

They ruined my vacation just before the day and I have no option and to cancel all my arrangements because of their false commitment.

Please don't ever say again that the problem is with my card and nothing to do with card. Problem is with your business and commitments and I would request you to not to cheat any customers during their holiday plan especially who travelling with their babies/ Family.

I have contacted booking.com who asked me to prove that my card is valid and kind of motivation like that they help me out to keep the reservation. I have forwarded my bank confirmation about the working of my card. They simply ask me to book some other hotels because they don't have any control over their partner hotels for this type of dishonest situation and they try to convince that banker mail is not a proof and the agent and his manager trying to be rude to close my case.

My feedback may not stop their business but at least some of the common people will stay away from their especially when they plan for a vacation well in advance because this hotel will cancel your reservation if they got any high demand/price during the seasonal times.

I'm wondering how booking.com promote their services for business purpose when they do this type of discomfort to their clients.

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Resolved

After escalation, Booking.com tried to help me out to find other hotel but unfortunately, there is no availability on my dates. hence they provided 50% reimbursement on the difference amount that I paid to book another hotel myself. They also apologized for the situation and they explained why it was not avoided in my case. They promised to take an action on partner hotel and also the booking.com Customer Service Agent who was not helpful at right time. Even though I had a lot of problems and last minute tension but Booking.com tried to make me comfortable in the situation so this complaint is no longer valid and I would like to close the case.

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9:14 pm EDT
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Booking.com raouche arjaan hotel beirut

To whom it may concern
I booked two nights with this hotel through your website
I had a very rude lady called Angelo check me in
Then told at 3pm my room wouldn't be ready for another two hours as they are busy

Now this hotel send me multiple email saying they have online check in
Which I completed before coming to the hotel
It said on Emails all I'd have to do is collect my room key
Of course this was not at all the case
Check in as stated on the hotels website and yours starts at 2pm

I had a long flight and had expected at 3pm my room to be ready
I complained to the manager who gave me a room till mine was ready
Agin I was told it would to in two hours no one and I mean no one contacted me to say it was ready I had to go to check in to see if it was
I asked for a written apology which I was told I get but still have not

I will never use your booking service again due to this experience
This hotel and its service is way below standard

Even at the pool bar you have to seek out the staff to get any service
They are hiding in rooms sleeping

I've personally. Ever experienced such a bad hotel and it's staff are down right totally unprofessional

Even the manager and her staff spoke in non- English in front of me when I asked them not too as it's rude to a paying customer to do so

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2:33 pm EDT

Booking.com hotel booking

Used this site to book stay at the tropicana aruba jul 25th - jul 3oth. Have been unsuccessful with getting assistance in resolution of complaint or receiving funds returned from hotel deposit.

Reservation/confirmation #: [protected]

Resolution requested - return of fees and security deposit based on description of hotel stay provided below:

The property was miss-represented in the description and many of the potentially planted reviews. The room was unclean and had general safety issues (our phones did not work in the room and electrical issues throughout).

The overall condition of this property is below standard for the cost. This is obviously known by the ownership group because there is a huge advertisement about the massive renovations taking place there at the hotel. However, in my two conversations with the hotel before arrival, this was not mentioned when inquired about room and hotel conditions. The noise from construction work being done was what we heard from our room every morning. The room itself was standard in its layout and style of accommodations. Which would have been good enough considering, but the condition of the bathroom was awful. There were areas of visibly unsuccessful mold removal. The shower head and other surfaces of the shower should have been replaced 5 years ago. The amount of dust, mold, and debris in the bathroom vent/fan was obscene. The jacuzzi tub had a leak somewhere that allowed water to seep out while showering (probably impacted by the shower's poor drainage). The best part about the hotel is the location and its proximity to the store. We were able to find cleaning products we found suitable enough to clean up the bathroom ourselves since we were told that there were no other rooms available for us to be moved to. We also chose not to have the room cleaned by house keeping the remainder of our stay since we were able to do a better job than what we walked into. We could not even log a complaint when we got checked in because both phones in the room were broken. After returning to the front desk to report the issues with the room, we waited for 45mins for a technician to spend approximately 30mins to repair. After all of this we finally were able to settle into to our room after a full day of traveling, only to be told that there was no room service and we would need to go back out to the casino if we wanted to eat at the resort at that time.

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1:06 pm EDT

Booking.com hotel booking in barcelona

I am going to hold a vacation trip with my wife in Spain between the end of September and the middle of October. If it was not enough for the high dollar that almost ruined my plans, a rogue hotel partner at booking.com made the situation worse. I was having a hard time finding a hotel in Barcelona that suited my limited budget. So on the night of 4th fair I was very happy when I was able to make two reservations at Violeta Boutique on the booking.con website, a well located hotel with good customer ratings. I booked an apartment with a bedroom and terrace for a total of 313.20 euros for the 3 days between 26 and 29 September (confirmation number 1722.905.796) and the "family room" for 375.84 euros for the 3 days between 13 and 16 of October (confirmation number 1118.430.087). Well, at dawn that same day, I started to receive SMS messages in which Boutique Violet indicated that my card was invalid, which I knew was not true! Soon after, I received other messages that my reservations had been canceled. Well, I called the central card that confirmed that there was no problem with my card. Worse, they told me that Violet tried to make the pre-authorization with zero value, which is impossible, since it has to be worth more than 0, and the attendant told them they knew that very well! I know my card is working perfectly because I made other reservations in the same period on the website of booking.com (I have the reservations printed) and I made another reservation to test with the same card for the period 09/26/2018 to 09/29 / 2018 at Hotel CHI by booking.com in Barcelona on the same day that Violeta Boutique canceled my reservations and the hotel pre-authorized more than $ 145 on the same card. What most upset me was that Violeta Boutique re-listed the same rooms for these two periods for higher prices (505.44 euros for 26/09 to 29/09 and 587.52 euros for 13/10 to 16/10); I have printed evidence proving this. It is clear that the Violet regretted for some reason to accept my reservations and lied that my card was invalid to cancel them. With this, I will have to spend more to stay in Barcelona. If I do not comply with the agreed terms in a booking on booking.com, I am financially penalized, for example when I cancel the reservation after the deadline for free cancellation. With my reservation was canceled without reason, based on a false claim I want to be reimbursed by booking.com in the amounts of my reservations for improper breach of contract. Neither Violeta Boutique nor booking.com replied to the numerous messages I sent, denoting obvious bad faith and disrespect to its customers

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1:52 am EDT
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Booking.com refusal to refund

Made a booking through Booking.com for accommodation at Elephants Springs and Cabanas for 2 udults and 1child (15 year old)for the 9th till the 12th of August 2018. At Elephants Springs a room with a double bad was reserved meaning our 15 year old had no place to stay. There place was fully booked and therefore we were left stranded in the middle of the night. We had to find another place to stay. On the 10th we went back to get our refund as we never made use of the room which couldn't accommodate us. Both Elephants Springs and Cabanas and Booking.com refused to refund us although they could not accommodate us as per our booking. Amy at Booking.com did not help and put down the phone and the General Manager at Elephants Springs and Cabanas said he could not help and that his hands are tied. We were instead told that we will be charged although we were not accommodated. This is bad business practice.

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2:57 pm EDT
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Booking.com booking made nearly six months ago with bellariva hotel, monopoli, italy

On 24 March 2018, we made a booking for the Bellariva Monopoli B & B e Relax for 8 to 12 August inclusive. We booked a ‘garden view room'. The confirmation number is [protected]. We arrived today, 8 August and were shown to our room. At no time were we ever advised that there was any difficulty with our booking. The room we have been provided is not a room with a garden view. It is a bunker. Our ‘window' is over 2.13 metres high. I can see the sky and the third floor of an adjoining building. We have been deceived. Monopoli is in its high season, so no alternative rooms are available. The owners have had our booking for nearly six months.

We are regular users of booking.com. We rely on the integrity of the descriptions, especially because we travel from Australia and as you will appreciate the distances and expense we incurr to Europe and the US are significant. We feel very strongly that we have been misled and exploited on this occasion.

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9:57 am EDT

Booking.com garcia resort & spa - ultra all inclusive hotel room on arrival was unacceptable, was not able to accommodate our family.

We arrived(27.07.18) in the early hours of the morning with two tired children. We were told the hotel was fully booked and taken to a small shabby room just behind reception which had two single beds and a camp bed, for two adults and our 15 year old son and 12 year old daughter. There was no space in the room for a further bed. My sons feet hung off the end of the camp bed which was too small, and was placed in front of the patio doors blocking access to the balcony. I wanted to cry I was so disappointed. We went back to reception and were told there was nothing they could until the manager came in the morning. We asked for a bed for my daughter, after an hour of waiting and asking twice the bed never came, we probably would not have been able to fit it in the room anyway, and it would have been a fire risk. Fortunately our friends were able accommodate our daughter in their room for the night, otherwise one of us would have had to sleep on the floor or on the sofa in reception. My husband went to speak to the manager in the morning who had not arrived by 10am. We were unable to speak to the manager that day. We do not expect to pay for the accommodation for our first night and wish to be compensated for such an awful experience. Later the next day the reception staff organised for us to be moved. We were given a room with a double bed and double sofa bed. The standard of the room was poor, with mould and rust in the bathroom, and a broken door stopper lying on the floor. Their was no privacy for the children to change. My daughter had to sleep with me and my husband with my son on the sofa bed. Sadly the hotel had not been well maintained. We came with our friends who recommended the hotel as they had visited the Garcia 2 years ago, they were appalled at the decline in standards and continued to apologise throughout our stay. We made the best of the holiday for the children. The food was poor and the cocktails appalling. The wine was undrinkable. There was no fresh fruit juice. There were very few staff in the restaurant and bars. This was sadly not the 5 star ultra experience we had imagined and saved for.

We look forward to hearing from you soon.

Kind regards
Mr and Mrs Reid
Booking number [protected]

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11:51 pm EDT

Booking.com booking.com did not refund my free cancellation at seminole hard rock

I booked a room at the Seminole Hard Rock Casino in Tampa, FL through Priceline who then booked it through Seminole Hard Rock Casino's booking agent booking.com. The reservation was for August 23, 2018 with a free cancellation up to 2 days prior. I canceled on July 30, 2018 through Priceline and received an email from Booking.com Confirmation number: [protected] that I canceled the room. I called Seminole Hard Rock and they did receive my cancellation and told me that I would get my refund back to my bank no later than August 3. After checking my bank on line, I emailed Booking.com and they emailed me back and said the refund was issued and I'd have to call my bank direct to see when the refund could be expected. I contacted my bank on Aug 3 and they said there was no pending refund. I sent Booking.com an email on August 6, letting them know that there was still no refund. I got an email back on August 7 from Booking.com saying that the refund was now issued on August 6 and I had to wait 5 to 10 business days in order for my bank to get the credit. I spoke with my bank and they said they had had refund issues with Booking.com a lot. DO NOT USE BOOKING.COM OR BOOK AT SEMINOLE HARD ROCK CASINO THROUGH BOOKING.COM. Right now I'm thinking this is a scam Seminole and Booking.com uses in order to either not give you your refund or do not tell the truth about when the refund was issued. Now I have to wait in see if they really do issue. The refund. My bank is aware of Booking.com's behavior. I have also reported them to the FTC for lying to me about when I can expect my refund and giving me the run around.

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6:14 pm EDT

Booking.com boston comfort inn hotel booking

Booked room with two double beds for two nights and when we got there it was a one bed room with a pull out couch. When we complained we were told if we didn't like it we could cancel and good luck finding another room in Boston. Also their was supposed to be a swimming pool at the Boston comfort inn in Dorchester Massachusetts and their was no pool, and when asking for extra pillows to accommodate the pullout couch, we were told their were none.

Don't know who I'm more disappointed in, the hotel or Booking.com

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3:32 am EDT

Booking.com no contact from owner, wrong phone number provided and money taken

PAYMENT Confirmation number: [protected], pin: 1104

4th August

We arrived the property after driving 2 hours from Varna with our 2 kids.

No one was contactable, and the apartment was not accessible. We called around wasting another 2 hours of our family holiday.No contact from owner, wrong phone number provided.

After being told by a Booking .com employee on the phone that they would contact the owner, and find us a new place to stay. We waited. We waited more.

Long story short is we could not find any more accommodation in Burgas and our weekend away was Ruined !

We had to drive home late that night.

The money has been taken from our account .

PLEASE RETURN IT IMMEDIATELY.

This was a very sour experience and i advise others to be very careful booking last minute in large complexes.

THIS IS OBVIOUSLY A SCAM AND BOOKING.COM MUST FIX THIS.

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1:40 pm EDT

Booking.com customer service does not keep their promises

After receiving 'overbooked - go book somewhere else' message, I booked another guesthouse. Customer Service at Booking.com promises to refund the difference. I ask to confirm this on e-mail. After talked to 3 different people at helpdesk still no clear: Booking.com will pickup the difference. Either vague wording or just no reply.

I guess Booking.com strength is to lure you into booking hotels with them. If there is a problem they are not around anymore ! Cheap trick and shame on you, Booking.com.

This is my last booking with them. Why would I give them 15% if they do not anything for me ? I rather spent it on the hotel then. Same price anyway.

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7:24 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com return of guarantee

We have booked at lane park hotel nyc, by the name nikos negas.
Check in 06.25.2018
Check out 06.28.2018
Confirmation number: [protected]
Pin code: 9058
The guarantee was payed from my master card (debit card) in the name of tran van tsao an tou nefeli.
The amount was not returned back in my account as they said, yet.

From: "park lane hotel - a central park hotel"
Date: 22 june 2018 at 11:19:04 eest
To: n. [protected]@fridays. gr
Subject: 🛄 thanks! your booking is confirmed at park lane hotel - a central park hotel
Reply-to: "park lane hotel - a central park hotel"

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4:08 am EDT

Booking.com no refund despite free cancellation period

Booking.com has allowed ROOM ROOM HOTEL SAPANCA TURKEY to steal my money despite I cancelled for FREE and Booking promised to Refund, However after SEVERAL SEVERAL SEVERAL mails, calls and followup, NO respond and yet not refunded.

Another Issue with Booking BEREKET APARTMENT HOTEL ISTANBUL TURKEY also he stole my money when It was NOT as advertised, IT IS DISASTER and HUGE FAILURE OF BOOKING.COM POLICY, NOT Safety to book with BOOKING.com,

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Update by د.هيثم حسن دمياطي
Jul 30, 2018 4:38 am EDT

Name : Anas Domyati
[protected]
anas_domyati@hotmail.com

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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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