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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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M
8:18 pm EDT

Booking.com huge one bedroom, steps to public transportation by stars of boston

I made a reservation from Oct 25 to Oct 28 at Huge One Bedroom in Brookline, MA and received a booking confirmation.
Today, when I arrived in Boston I called the host to ask for directions (the street number was missing on the website) and I have been told the apartment was no longer available. They said they had informed booking.com and asked them to prevent me, but I have never received such an e-mail.
Anyway, since I insisted the lady told me she could gave us a room just for the first night. I asked for directions but she didn't answer and said she would have sent a taxi to pick us up. We waited for the taxi for half an hour before deciding to move away (it was getting dark and it was raining as well).
It took us more than 2 hours to find another place to stay in Brookline and, of course, the only room we could find was very expensive.
I have been using booking.com for years and in many different countries and this is the first time I face such an unpleasant situation.
I would ask you to verify the reliability of this company and, in case they charge me anything, a complete refund.

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8:45 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com booking.com wrong email address in booking resulted in double charge

The following is the content of a letter sent to booking.com at their legal address in the Netherlands on 23.09.2017 and it is self explanatory. To date, I received no answer to this letter in any form. In the interest of sparing others such an issue I am making the facts of our experience public.

Dear Sirs,
On a recent trip to France we were confronted at the hotel with the fact that they had a second booking for us. We were forced to pay an additional €140 for this second booking. This second booking does not appear in your system. (See attached screen shot.)
On September 17 (14:59 - 22 min.) we called your customer service and reported this problem. Initially, your agent agreed to send us a link where we could submit our documents for action. She never sent this link, but called us back several minutes later with the information that she had talked with your technical department. (Call 15:37 - 9 min.)
According to your technician this is a common known issue caused either by incorrect user input or a system error, especially when the email address contains valid, but non-standard characters. Since we have had the same email address for over 25 years, it is very unlikely that we incorrectly input our email address. (It is also our booking.com sign-in email address.)
A promised follow-up from booking.com never happened. Our subsequent "email" to booking.com was also not answered.
On September 21 (19:37 - 28 min.) we again called your customer service and were again told that these system errors (or input errors) sometimes happen, but that booking.com takes no responsibility.
My subsequent Internet research indicates that what happened to us, is a known common issue, but that booking.com does not accept responsibility, although technically it would not be difficult to handle the rejection of invalid email addresses.
One can only wonder why booking.com does not fix this problem in the interest of their customers and partners. Surely, duplicate bookings and "no-shows" at hotels is not desirable. Customer complaints are surely also not desirable. Cui bono?
We request you to investigate our second booking and refund the €140 to us. (Needed documentation is attached.)
We set a month from this letter as a reasonable time for your positive response. If there is no satisfactory resolution to this issue by October 23rd, 2017 we will turn this issue over to our lawyer for his action. (We have world-wide legal process insurance.)
Please respond in written form, because we reserve the right to factually document and publish our issue on appropriate social media.

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5:28 am EDT
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Booking.com online booking service

Dear booking .com

I have received a message to day that I did not show up for a booking last night however i made the booking for the weekend. I have just seen how this error has happened despite my requests to speak to a manager they were turned down.

When I put in my details and dates to stay (correct dates) when I navigate to the next page it changes the dates to the current day despite still offering 24 hour cancellation policy (which was not available on the 22nd of October when I tried to book and is indeed very misleading). Why does your web site change my dates when navigating from screen to screen when I have clearly told you the dates I need that? That's right because you need to sell hotel bookings mid week!

Also the confirmation email went to my spam folder which I have just found but would not have been able to correct it or change it as it was your error on your web site.

I have also found one other booking web site that does the same thing so I have reported you both to the regulator (CMA) as you are changing information that I am clearly putting in to your web site and not only is it misleading with your terms and conditions (24 hour cancellation which is not possible on the day of booking and you can clearly change that as it wasn't an option the day before) it also helps you sell hotel bookings mid week when I clearly stated I wanted them for the weekend.

Yours sincerely

Daniel Chapple

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7:34 pm EDT

Booking.com no comfirmation - charged us$2,592 booking.com

Last sat we got a sms from the bank that a huge amount was being charged, we called the bank, and they refer us the merchant Sheraton Laguna Guam Resort. We called the resort at once and would like to cancel the booking (but actually we’ve ever booked), Kan (manager) said that they cannot cancel as it’s booked by booking.com. We then called booking.com, they cannot find the booking, same to us, we’ve ever found the booking confirmation from booking.com before! Booking.com called Sheraton n finally they understood that booking.com has really booked, however, no confirmation has sent to us! They said nothing can help as it’s the charge from Sheraton. What sort of service have they provided! They asked us they only way to get the refund is that we called Sheraton directly!

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12:19 am EDT
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Booking.com received confirmed reservation however when reached hotel hyatt place was informed do not have reservation

Hi, This is Helen Fernandes, I had booked through booking.com for hotel Hyatt place in Herndon & received booking confirmation. This was my 1st visit to USA. However when I reached hotel I was informed that they don't have any reservation in my name. Upon contacting booking.com, after 20 mins they provided me with alternate arrangements with a higher cost & ask me to book it through their portal so that they can confirm the booking. This was done basis they agreed to pay the difference in cost n transportation. However I have still not reimbursed for the difference nor have they reimbursed me for the additional transportation cost incurred to relocate to another hotel which was Hamptons inn & suites. Additionally Hamptons inn & suites debited me $50 without any reason & failed to give me receipt when requested citing the same will be furnished by booking.com. I have been following with all concern however the matter is still not resolved. If I don't hear on this I have no choice but to go legal.

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3:07 pm EDT
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Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Booking.com failure to ensure reimbursement after my cancelled reservation

On 17 October 2017 I made a reservation at Downtown Toronto Luxury Condo for the night of 21 October 2017. Although the advertised rate was 243 cad, I saw that my credit car was charged 374 cad. I enquired and was told that this included a cleaning fee of 100 cad. This was hidden somewhere and wasn't declared next to the fee for reservation. I felt cheated and asked to cancel my booking. I was told that I could be offered an agreement and I should admit 243 cad cancellation fee and if the room is resold, I would be reimbursed.

The last time I saw it they were selling the room for 2 adults and 2 children for 315 dollars and this clearly tells that they sold my room of 243 dollars worth. Then I saw, as per enclosed photo, that they sold all their rooms. I am not reimbursed at all.

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Update by Conf No: 1386983247
Oct 20, 2017 3:23 pm EDT

I am fully reimbursed and problem solved.

Update by Conf No: 1386983247
Oct 18, 2017 3:43 pm EDT

Message of booking.com
We are writing to you regarding your reservation [protected] at Downtown Toronto Luxury Condo, check-in date 2017-10-21, and check-out date 2017-10-22.
Unfortunately due to the terms and policy of this reservation, we are unable to allow a waiver of the fee. If the property agreed to refund you if they resold the room, this is something you will have to verify with them directly as they will be the ones to refund.
We will contact the property to ask if they were able to resell the room however there is no way for you to know if they were able to resell your room through Booking.com.

Message of the company:
You will be receiving the money within the next 5 to 10 business days. Please provide me an email address, and i will forward the refund receipt.
NO ACTION YET

Resolved

I am fully reimbursed and the problem SOLVED.

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10:50 pm EDT
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Booking.com hotel booking

First i booked my hotel through booking.com to Verlain hotel in paris and i already paid for accommodation upfront. On the day of arrival we check in and around 11 pm our family friends came and took us for 2 days i told the reception on front that i am leaving the keys can you clean the room and i am going abd will cone back but if i dont cone back i will call you. After. 2 days i called them and they told me your reservation is cancelled i got angry i told them i have paid you i am going back they told me i am bad customer nd i have to contact booking.com and after contacting booking.com they did not help me instead they told me i will send u a link to book other hotels nd pay. Abd they told me they dont have proof that I haven't checked out. After being on phone for more than one and half hour i told me to call me as i am running out of credit but they didnt call me and i had no place to sleep until my day of flight which i spend the whole night in airport i slept there. Very disappointed nd disgusted by the amount of lack of knowledge that because i have made booking through them they couldn't help me as an agent.they didnt call me instead wanted me to pay them for another hotel

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1:55 pm EDT

Booking.com full payment taken but room cancelled

This is a review of our holiday at Hotel Joli in Florence. Please help me decide if the following is an honest mistake by Hotel Joli and/or Booking.com or, in the birthplace of Niccolo Macchiavelli and the hometown of the Medicis, a carefully constructed, well-orchestrated con-trick based on collusion, misrepresentation and deliberate, disingenuous ambiguity and prevarication to double hotel revenue and/or Booking.com commissions.
If you have had or heard of similar experiences and are of the view that it is please do publicise this as widely as possible to save other victims falling prey to these cynical travel industry practices.
The key elements are:
• Booking.com ‘non-refundable room’ Booking Conditions: ‘If you cancel, modify or for a no show the full price of the reservation becomes payable.’
• Is it reasonable to assume this means you do not get any of your money back if you cancel your booking, if you do not show up at all, or if you want to change some detail?
• No definition of ‘no show’ or ‘modify’ on Booking.com website.
• The hotel claims they did not receive your email to say your flight was cancelled but you have paid for an alternative flight and will arrive the second day of your booking. They did acknowledge your previous email saying your flight was delayed; both emails were from same sender to same recipient email addresses.
• Booking.con send email & ask you to reply by pressing one of two buttons:
“I stayed at the hotel” or “I did not stay at the hotel”: Is this deliberately ambiguous – neither is appropriate – you did not stay at the hotel the first night, but you do not want to cancel; you want the remaining nights of your reservation. If you reply “I did not stay at the hotel”, find out what happenes next.
• While awaiting your replacement flight on what should have been the second day of your holiday, Booking.com send an email to say: “Your reservation has been cancelled as a no-show by the property”. Is this an honest mistake, or the key to doubling revenues and commissions? The Booking Conditions clearly state “the full price of the reservation becomes payable”. No problem. Take full payment and we are on our way to stay in the rooms we booked.

• Hotel Joli has cancelled our rooms despite our keeping them fully informed. It could all be an error though and they seem apologetic and are offering “to host you for free the last night from the 20th until the 21st July.
• You telephone Hotel Joli. The owner, Chiara confirms she has let out your room to someone else but assures you she will let you stay at Hotel Joli the last night of your reservation at no charge. She even offers free breakfasts the following two mornings because the hotel she has found you a replacement room in does not provide breakfast.
• You go to Hotel Joli where Chiara is so friendly and effusive in her apologies. She must charge you for the night when it was a ‘no show’ but she will not charge for the two nights she cancelled and relet your room and you can stay the last night “free”..and there’s two free breakfasts! You believe her, like a fool, and your anger is assuaged by her sincerity and friendly generosity; she even hugs you both!
• Imagine our shock when we are able to check our bank statement on arrival back in the UK to find Hotel Joli has taken payment for all four nights.
• Prolonged email correspondence to establish this must be a mistake and to seek a refund ends with Chiara at Hotel Joli curtly dismissing our protestations with: “Yes it’s correct. Because is a NO SHOW”. She passes the blame to Booking.com and suggests we take it up with them.
• Further prolonged email exchanges end with Booking.com turning to referring to us having made a “change request”. Either our pleas for a refund have been lost in translation or this is an alternative ploy to counter our argument that a ‘no-show’ on the first night cannot justify both taking full payment and cancelling our room and reletting it. Booking.com alleges the Hotel Joli did not receive our ‘change request’ (Hotel Joli alleged they did not receive our email saying we could not arrive the first night but would arrive the next day). They ‘explain’: “as the change was not made, the reservation stood to arrive on the 17th. When this passed the property charges the no show fee of 420 EUR as the reservation was a non refundable policy.” But why did Hotel Joli take our money AND CANCEL OUR ROOM?
• The most offensive part of this email is where Booking.com explain how Hotel Joli’s repeated assurances that we could stay there the last night FOR FREE can be consistent with money having been taken from our bank account FOR THE FREE NIGHT. Booking.con explain that Hotel Joli “was within their right to charge...the additional night that you stayed with them on the 20th” (the night we had booked to stay, but our room cancelled and payment taken), “They chose to waive the latter as a gesture of goodwill to you”.
In other words Booking.com and Hotel Joli have interpreted the offer of a FREE NIGHT’S STAY as NOT HAVING TO PAY FOR THE SAME ROOM TWICE!

My wife booked a four night stay in Florence via Booking.con. We received confirmation of the booking and we had flights booked from Gatwick on Easyjet.
Due to fly to Pisa afternoon of 17th July.
Problems began when, due to an Air Canada flight suffering a burst tyre and the runway at Gatwick being put out of commission, some 20 flights, including ours were at first delayed then cancelled.
• Kavita emailed Hotel Joli to advise our arrival is delayed.
• Francesca at Hotel Joli acknowledges email saying “It’s ok”.
• Easyjet flight to Pisa then cancelled
• 17 July – Kavita emails Hotel Joli to say our flight is cancelled and we will not be able to arrive on 17th.
• 18th July – Kavita emails hotel to say we have an alternative flight and will arrive after 6pm.
• Booking.con send email asking Kavita to reply by pressing one of two buttons:
“I stayed at the hotel” or “I did not stay at the hotel”
• 18th July – Booking.con emails Kavita to say Hotel Joli has cancelled our entire booking.
• 18th July – James telephones Hotel Joli – speaks to Chiara (owner/manager) who claims the Kavita’s email re flight cancellation had gone into their ‘spam’ email folder (despite same sender and recipient addresses being used that had already been acknowledged by Francesa at Hotel Joli).
• Chiara is very apologetic – pretends it has been a mix-up – arranges two nights’ accommodation at another hotel – assures us we will only be charged for the night we did not arrive and can stay last night at Hotel Joli “free”. So – we only have to pay Hotel Joli for one night – the one we missed.
• We stay at Hotel Fiorita for two nights and pay them.
• We stay one night at Hotel Joli – which Chiara reassured us is “FREE”.
• After arrival back in UK, Kavita discovers the full 420Euros has been taken by Hotel Joli – i.e. for all four nights.
• Emails back and forth between Kavita & Chiara at Hotel Joli; Chiara claims she is within her rights to take 4 nights’ payment because Booking.con confirmed it is a ‘no-show’. (This is the why the Booking.con email only allows two options that are not applicable to many situations).
• We reply to point out payment was taken for 4 nights whereas Chiara told us only one’s night’s payment would be taken and the last night would be free.
• Chiara replies that we have to discuss this with Booking.com since they cancelled the booking.
• Extended email exchanges with Booking.com end with them saying this was a ‘No show’ which means the hotel can take full payment. They explain that the offer of the last night of our booking being “free” is that we would not have to pay TWICE for it. In other words, this counted as a separate booking but Hotel Joli is so generous they would only take payment once.

We fully understood that as a ‘non-refundable’ booking, if WE cancelled or wanted to change to another hotel, we would have to pay in full for this booking. Nowhere on the Booking .CON website is the phrase “no-show” clearly defined. We accept that if we do not show up, we have to pay for the night we missed. No reasonable traveller would agree that a hotel can take full payment and cancel your entire reservation because a flight cancellation delayed arrival 24 hours.
Non-refundable and ‘no-show’ do NOT mean that Booking.com and/or Hotel Joli can cancel the whole of our booking, re-let the rooms to double their money and commission and then claim they are doing us a favour giving us one night ‘free’ – which actually means not charging us TWICE.
The key to the con is to trick customers into replying with one of only two options, neither of which are applicable to a delayed arrive and allowing the ambiguity to be interpreted as an admission by the customer that they did not show up at the property at all. It is essential that the hotel tries to claim the customer did communicate with them – except that here we have Francesca’s email acknowledging our first email with later email using the same sender/recipient – which fatally undermines Hotel Joli’s feeble attempt to use the ‘spam folder’ get out.
The hotel pretends not to have received our communication informing them our flight is cancelled. They tell Booking.com they have a ‘no-show’. Booking.con tricks the customer into replying they did not show up. This enables Booking.con to authorise the hotel to cancel the whole reservation and take full payment, re-let the room so they double their commission and when a customer complains they pretend to mitigate the offence by conning the customer into believing they will not be charged for the nights that the hotel has given their room to someone else and they can stay free of charge for one night. Only later, and only through persistent emailing, does it eventually become clear that “free” means nothing of the sort. It only means you will not be charged a second time for what you have already paid for.
Booking.con have again now replied to blame Hotel Joli and to say that Hotel is refusing to refund any money in accordance with their terms and conditions. There are NO terms and conditions on their website. There is NO reference at all to permission to cancel your reservation after taking full payment on the Hotel Joli page of Booking.con. We receive no warning in our booking confirmation. Either Hotel Joli or Booking.CON or both are committing fraud. Hotel Joli places all the blame on Booking.CON and Booking.CON places all...well, you can guess. We are referring this to the SFO.

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9:21 am EDT

Booking.com splendid apartments manhattan

I used the booking.com site on Thursday night to purchase a hotel/room in Manhattan for October 27 to October 28 at Splendid Apartment in Times Square for a total of $455. I paid with my credit card and I booked the hotel. About an hour after I booked the hotel I received a email from booking.com stating my credit card is invalid and that it could not be processed however my booking was still valid and they suggested I contact my card provider. I went to the website and re added my card information. Then again another hour passed and I received the same email and did the process again with reentering my card information but this time I scanned it to make sure none of the information was incorrectly entered. I also emailed the email I was given with the credit card issue. I emailed them October 5 at 11.06 PM after I entered in the credit card information for the second time. I stated that I booked a from through booking.com, and received a email stating my credit card was invalid. I updated it and received another email however everything was correct so I asked what else i can do to fix the issue. They emailed me back stating they tried to charge the card twice and it was declined. they will try one more time however their merchant transaction provider will only let them charge three times. So I know the card has money on it so when they told me it was declined I first called my bank and asked what was going on. I told them what they apartments stated and asked how I could fix this issue. My bank told me on their part nothing was declined and that no transaction of that amount by that provider even tried to take out money. They said nothing is pending so they have no idea why the apartment stated it was declined because their is enough funds, and they accept international transactions. So I called the apartments on Friday morning October 6, and asked to speak with someone about this issue. I told them what my bank stated and confirmed over the phone the card information. The hotel personal told me they were going to call me back within the hour after they speak to their financial department and we might need to try a new card. I waited for a call back for about three hours until I contacted the hotel again. They told me they apologize that they got busy because everyone was checking in and out and they were going to contact me soon. I waited till the next day to then receive an email on October 7 at 530PM stating my reservation was canceled. Now I am extremely upset I contacted the hotel and they were extremely rude refusing to help me stating it was a Saturday night and to call back on Monday, which for one is extremely unprofessional as they stated they were going to contact me back to get the issue fixed and then decided to cancel without my permission. Now I am not sure what to do, if they would have contacted me back like they promised they were going to I would have provided them with another card even though the first one should have worked. Without warning they canceled my booking now I am out of luck at a place to stay for that date. The hotel staff that was rude on Saturday night stated they have nothing to do with this website and that they have no fault. Now if that was the case they should not offer their services on your website. Please help me correct this ASAP, we have a trip planned for that date and this hotel was specifically picked for it location and price. I am currently very upset and do plan on contacting other sources if this issue is not fixed. I am not happy with how the hotel handled this situation especially because I was patient waiting for them to contact me when I was told my the hotel staff my room is saved and the issue will be fixed.

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10:31 am EDT
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Booking.com booking.com emails

Hello,
Myself & partner are on holidays & have booked several properties through booking.com,
We are presently in Turkey at Hotel Sahin, I am trying to get in contact with our next booking.com property in Goreme-Turkey,
But your site will not allow me to email through the property confirmation, it's asking me to go booking.com, which still can't connect me,
I am trying to organise/confirm transfer from airport & I can't contact them,
Bit of a joke really,
Can you please urgently send the property an email to contact me through email, so I can respond to that email,
Regards,
Tim Andersen.

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8:22 am EDT
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Booking.com room conditions

Hello,

I checked in and the room was not clean: the toilet is full of dirty, the shower was not clean, the laundry was not changed and the room was not swept. In fact, the room was not clean at all.

I kindly need your support as I am staying here 7 days.

The owner doesn' want to talk to us and tbey refuse to speak english. So I do not understand each other.

I really hope that an urgent solution will be found.

Yours sincerely,
Diana

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4:53 am EDT

Booking.com accommodations at the acacia boutique hotel, condaldo, puerto rico

I called to make sure the hotel was in working order due to hurricane Irma. I was informed that the hotel was in perfect working and running condition and if I did not show up as planned I would not get any refund due to the fact that I would have chosen not to come even though they had advised me that everything was in proper working order. But when I arrived at the hotel there was no working air conditioning and minimal running water. Within a day there was no electricity, still minimal running water, no television. After hurricane Maria, for the majority of the time I was there I had to clean my own room, live in subhuman conditions with molding sheets, floors and even my clothes began to mold from the water damage after I had awaken to several inches of water in my room. No one came to check on me or the other guests in the hotel, our wellbeing was apparently not a top priority to them. But rests assure that being paid was. Several guests including myself were charged multiple duplicate charges for the same reservation. The computers were not working due to the electrical problems so management personnel were documenting charges by hand then began asking guests to pay in cash. I complied with the requests (getting no receipt) for several of the nights. Then come to find out that not one but two of my credit cards were charged multiple times for erroneous charges. Charges of which I had no idea were being charged nor knowledge of the reasons for the charge. Subsequently, I was forced to contact my credit card companies to make them painfully aware of the fictitious multiple charges. Eventually, leading to the cancellation and reissuance of new cards and inquiries opened in fraud cases involving two of my banking institutions.

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7:03 am EDT
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Booking.com review department is not judging fairly

Hotel ID: 458752 (Kolibrí Hostel)
Booking number: [protected]

Dear,

We had a customer entering our hotel on the 26th of September and immediately asked for a discount, and that if we would not give her a discount (on a 9 dollar dorm bed), she would make the booking through Booking.com, where we have to pay a 16% of the income. Of course we did not accept this type of blackmailing and told her to make the booking through Booking.com.
From that day on she did this every day, for 6 nights in total.

During her stay she mentioned us that she has been bitten by bed bugs. After a thorough investigation we did not find any. We offered her other beds, even a private room for the same price and a free breakfast. All of which she did not accept.

Another incident, which she even mentions in her comment (!), is that she took a non-guest to her 6 bed dorm. As we have rules like any other hostel or hotel, we did not allow non-guests to enter a room, especially a shared dorm. Are our own rules not enough to protect us on the web?

She also used drugs inside the hostel and we told her in a very friendly way that this is not allowed.

After her stay she made a review of every night she had booked, with the worst possible rating. And also 2 ratings on google and she threatened to do it on TripAdvisor also (did not appear yet).

After numerous phone calls and e-mails, Booking stated that the comments are valid.

What we think is unfair:
- She stayed only one time (but different reservations she made the same day), and is allowed to make a review of every night.
- She violated the rules, but she is allowed to review us in a bad way.
- Able to threaten us with bad reviews and demanding discounts
- Automated responses and a sense that they (Booking) did not review our case with care or interest

We do not understand, if she was that unhappy, that she decided to stay in our hostel and in the same bed.

If you take a look at our history we always accepted bad reviews and responded them in a friendly manner. This case is just unfair.

I hope you take this complaint seriously.

Yours sincerely,

Daniël Bennekers

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2:49 am EDT
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Booking.com [protected] apartment & boardinghouse berlin friedrichshain-kreuzberg

On Monday 2nd October, I booked a room at the above hotel (December 9-13). On Tuesday 3rd October, I was forced into a flight change so tried to change my reservation (to December 10-13). I was not allowed to do so. I wrote to tell the hotel that I would be arriving after 10pm - they told me there would be a €30 charge for this. I also now presume there will be another €30 charge because I have to leave the hotel before the 7am deadline. I have two reasons for complaint:
1. I applied the filter 'free cancellations' to my search for hotels but this turned out not to be the case.
2. Although the hotel made it clear their reception desk was open 7am-10pm, the fact there would be such an exorbitant surcharge was not stated.
I'm more than happy to cancel the reservation completely (but not at a cost of £213) or leave the reservation as it is but not pay the excess for arriving and leaving at times determined by flights.
Thank you for any assistance.

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2:07 pm EDT
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Booking.com booking.com reservation not valid

Had a motel reservation through Booking.com and it was not valid...
1. Had printed confirmation in hand.
2. Pre-applied a credit card to hold the room with Booking.com.
3. Confirmation stated no refund if we were a no show via Booking.com
4. Arrived at 5 PM and motel wouldn't honor the reservation, said they had no rooms left but we could be added to a waiting list. - Crossland Economy Studios, Springfield, OR
5. We were forced to drive home in the early morning hours after an evening event. Other motel rooms were three times the price in the area.

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12:53 am EDT

Booking.com comfort inn hotel towson, md

I booked a room at the Comfort Inn Hotel in Towson, MD at 7:30 pm on September 23, 2017. The bus I was traveling on experienced mechanical issues causing me to arrive to the hotel at 3am. As I approached the desk clerk to tell her that I had a reservation for a room she abruptly cut me off stating "we are sold out! We're booked!" I advised her I had a reservation she told me that because I did not check in at 3pm on the 23rd I no longer had a reservation. I advised her that I was not contacted by the hotel or booking.com about this. She continued to interrupt me as I tried to explain of the hardship I just encountered to get to this hotel. She was very rude, I asked to speak to the manager she advised me she was the manager. She also told me that if I had a problem I had to contact booking.com because there were no rooms and it was not the Comfort Inn's fault. She further stated that my argument was "pointless" because there were no rooms.

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11:54 am EDT

Booking.com plaza beach hotel blackpool

The worst hotel I have ever stayed in, so please don't insult me by saying check reviews before booking .because as far as I'm concerned you should be heavily penalised for allowing people to stay there .run by Romanians .nothing but trouble .im sure it's a brothel I want refunded booked two rooms one room was £137.80 the other was £94 . The walls in the so called room had excrement all over beside the bed, we couldn't use the shower as the control knob was broken the bedding was stinking and previously used the windows were filthy and you couldn't see outside .my friends were terrified for their life's because of all the fighting and doors being kicked in and the had to share with us, there were no cups or glasses or towels .it was an absolute nightmare of a place you should be shut down for taking payments I will be contacting trading standards about this and I have several photos of the room I want complete satisfaction her immediately

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10:10 am EDT

Booking.com cancellation of booking

I cancelled a reservation. Local hotel charged me and Booking.com provides 0 assistance and told me it's my problem if they lost record of the cancellation. The next point from booking.com rep. was that my credit card company works for me. Booking.com is a horrible service that is deceptive to the consumer and violates consumer protection laws. This website takes 0 responsibility and does not stand behind their services. They allow local hotels out of the country to take advantage and act in corruptive practices while taking 0 liability.

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4:13 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com booking.com customer services

After checking our MasterCard transactions for beginning of September we noticed that there was an "unusual" transaction of £360 taken from yourselves for a hotel in Amsterdam. We were in Amsterdam in June and therefore believe it to be fraudulent. We phoned your customer services to ask for information on transaction, but because we do not have a Reference number or Unique pin number, they said they could not help and hung up on me. If the transaction is fraudulent then i will not have that information? I would of called back but i had already waited in a 15 min queue and was not prepared to wait again. Can you please advise me how i am to proceed with this issue?

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8:44 pm EDT

Booking.com I could not stay at the hotel!!!

Good morning my name is Bat-Amgalan
I visited Shanghai city from 12th July to 15th of July.
When I arrived in Shanghai I took a taxi and went to the Jia Jia hotel.
It was late, time 22 pm when I arrived at the hotel the room and all condition was exactly not same like on the your web page.
After when they was revealed the room, thye announced can not accept the foreigners.
I paid for the taxi, lost a time result was awful.
The hotel receptionist does not speak any word in English.

Who will ? l reimburse me ?
I can show stamp in my Passport, taxi receipt and name card of this hotel.

Customer
M. Bat-Amgalan
Mongolia

Booking.com
Confirmation number: [protected]
PIN code: 8167

Thanks Mashbat!
Your booking in Shanghai is confirmed.
Shanghai Jie Jia Hotel is expecting you on 12 September
You’ll pay the property directly. Shanghai Jie Jia Hotel handles all payments, so please check below for more information
You can cancel for FREE until 10 September 2017 23:59. Make changes to your booking or ask the property a question in just a few clicks
Make changes to your booking
Manage your booking in the app
Shanghai Jie Jia Hotel
上海捷家连锁酒店
Floor 5, No.1312, Chuannanfeng Highway, , Pudong, Shanghai, 200120, China - Show directions
楼层5层 上海市浦东新区川南奉公路1312号, 浦东新区, (上海, 200120)
Phone: +[protected]
Email property
Can't see this map? Click here to view location and directions Hotel information
Get the print version
Your reservation 2 nights, 1 room Change
Check-in Tuesday 12 September 2017 (07:00 - 23:30)
Check-out Thursday 14 September 2017 (until 12:00)
Prepayment
No prepayment is needed.
Cancellation cost
Until 10 September 2017 23:59 [Shanghai]: FREE - You can still change check-in/out dates
From 11 September 2017 00:00 [Shanghai]: CNY 378 - Changing dates will no longer be possible
Cancel your booking
Standard Double Room with Two Double Beds CNY 328.70
15 % service charge is included. CNY 49.30
Total price CNY 378
We Price Match

You'll pay when you stay at Shanghai Jie Jia Hotel
Please note: additional supplements (e.g. extra bed) are not added to this total.
The total price shown is the amount you will pay to the property. Booking.com does not charge any reservation, administration or other fees.
If you don't show up or if you cancel applicable taxes may still be charged by the property.
Invite friends and earn US$15
Enjoy a US$15 cash reward when you refer family and friends to Booking.com
https://www.booking.com/s/32_8/amgaa171 How it works:

Send the invite link to friends.
Your friends book using this link.
After their stay, you receive US$15 and your friend gets a 10% refund.
Your invite link is also available when you sign into your account. Got any questions? Check out our FAQ.

Is everything correct?
You can always view or change your booking online - no registration required.
Change your room
Request early check-in or late check-out
Edit guest details
Change dates
Contact the property
Mashbat, here's your travel guide to Shanghai!
Shanghai
We've hand-picked Shanghai's best attractions and activities. Take your pick and find opening times, directions and helpful tips.
Click here to open your FREE travel guide
Room details
The room features 2 double beds.
Guest name Mashbat Bat-Amgalan Edit guest name
Number of guests max. 2 people. Edit number of guests
Meal Plan Breakfast costs CNY 30 per person per night.
Special Requests
We’ll share your request with the property and email you as soon as they respond. They’ll do their best to meet your needs. For immediate confirmation, contact the property directly at +[protected] or E-mail.
Approximate time of arrival: between 10:00 and 11:00
You have a booker that would prefer a quiet room. (based on availability)
Important information
According to Shanghai’s anti-smoking regulations, smoking is not allowed in the property's indoor areas.
How do I pay?
This accommodation provider accepts the following forms of payment:
UnionPay credit card
Booking conditions
Cancellation policy
You may cancel free of charge until 1 day before arrival. You will be charged the total price if you cancel within 1 day before arrival.

Any cancellation or modification fees are determined by the property. You will pay any additional costs to the property.
Guest parking Free private parking is possible at a location nearby (reservation is needed).
Internet WiFi is available in all areas and is free of charge.
See all booking conditions
Need help with your reservation?
Contact the property Phone: +[protected]
Manage your booking
You can view your reservation or make changes online anytime.
General questions
Visit our Help Centre

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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

Expand Collapse all
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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Use this comments board to leave complaints and reviews about Booking.com. Discuss the issues you have had with Booking.com and work with their customer service team to find a resolution.