Booking.com
reviews and complaints

December 19, 2017-logged on to Booking.com to cancel my reservation with the Heritage Hotel in NYC and I was able to, but not without paying a $125 cancellation fee. I never received the email confirmation and the booking process said free cancellation with no penalty.
Spoke with Amy at the Heritage Hotel in New York City, they would not waive the cancellation penalty. Booking.com was no help either. I'm sure the Heritage Hotel will have no trouble filling the room, they'll get my $125 and their current internet rate at almost double the price.
I would like the Heritage to refund the penalty since I canceled within 48 hours and never received the confirmation email.

I never believed in reservation throw the Internet, but this is the way it works these days.
I made a reservation throw Booking.com by end of Sep, 2017 for the new year eve in Dubai at Hyatt regency hotel for 10 days, at that time the price was 3300$ for 2 rooms 3 adults 2 child, at the 2nd of Dec, I got an email from booking.com telling me that (you credit card is invalid) update or add new one, so I provide them with new credit card, 3rd of Dec, I get an email (credit card update successfully), at 8th of Dec, got an email from Hyatt regency says that my reservation was cancelled because of an invalid credit card, at this time the hotels prices were very high double or treble, and I had to make another reservation at another hotel because I was already bought the airplane tickets, and I pied for the new reservation 6000 $, at 10th of Dec, I got a massage from my bank with the first credit card says that I was charged 3000$ and I don't know way!
Allow me to say this... either booking.com cannot control their serves or the hotel did not like the price I take from them or from booking.com and they want to change it, and how did they charged me with 3000$ and they send me an email that I had invalid credit card.

Booking.com sent me an e-mail to state bookings confirmed. Unfortunately when I arrived on 15th, the studio suit thatbI booked was not available. I called Booking.com and they said that is not their problem. According to them it is between the hotel and customer. Is that true? Booking.com gets a fee for and does not take responsibility of the matter. I think it is very irresponsible of them. My advice is DO NOT TRUST booking.com.

This hotel has one room with promised facilities but they provide it to other people and customers are provided with basic room once we arrived. When we checked in little late we do not have much options to change the hotel. I booked this hotel for two nights 17 and 18 Dec 2017. Thisara ECO Rest & Safari Yala 3km pole sella kataragama road kataragama . I'll be closely following up your actions against this complaint. My email is [protected]@yahoo.com
Thank you.

I am writing to you to raise an issue about Online travel agent at Booking.com on September 23rd, 2017.

Booked hotel and paid 487 Euros then found out that the place have Rats/Mice/and Cockroches I informed them I want to cancil because I could not stay in this hotel. I want my money back. Hotel Pennsylyania refused to give give me a refund and booking.com passed the buck leaving me high and dry I feel sick

I would most certainty want my hard earned money returned.

Below is the email received from Booking.com. That they cancelled my 30 days prior booking with some fake/vague reason.

"This is in reference to your booking made via booking.com on our property in Singara Road, Masinagudi, Tamil Nadu

We have been trying to reach you over your registered mobile number to inform you that this property is unavailable on your requested dates."

This is absolutely unprofessional services. We checked the availability and blocked the rooms. Now today (after so many days) you are writing to us and saying different story. Not acceptable. Will take this up in all the forums including social media. Highly unethical, just you got better package/tariff due to season demand you cancelled my booking.

I'll never use booking.com henceforth and endorse this incident to all my near & dear ones.

I am planning a trip to Wyoming for December 23rd through the 30th. I called the lodge where I am planning on staying and their voice message says "We are currently closed for the season, for reservations please use Booking.com". I then log on to Booking.com find the lodge, get the dates and the rooms I need and then enter my credit card information to make the reservation. Booking.com then states you will not be charged for your stay until you arrive at the hotel, however the hotel may place a hold on your account to ensure sufficient funds. I stay in hotels 200 days out of the year so this isn't anything out of the ordinary. Two days later I start noticing odd charges to my credit card. One is for a computer software company in Canada in the amount of 894$ and change. Two more for identical amounts at a retail store in NY for 134$. (I live in California and the hotel is in Wyoming).. I use my credit card for every purchase so this is not the first time my card has been compromised. I call the credit card company and notify them of the charges to my account that I did not authorize. My card obviously gets canceled and they will send me a new one. Now I have to log back into booking.com to ensure I have a valid card on the reservation. I go back on to booking.com and under my reservation there is an option to update credit card. I enter my Debit card which I have as a backup, and mind you have not used for any purchase in the last 3 months. The next day (being today) I receive a phone call from my Debit card company saying there have been some strange charges to my account. This time it was for the Same computer software company in Canada for .72$, and a tire shop in Canada for 394$. (once again I live in California and have not visited Canada in over ten years). I try to call the hotel to see if for whatever reason maybe the software company in canada is actually them trying to see if I have the funds, being as it is the same merchant. Again the voicemail is the same that they are closed for the season. And once again I have to cancel this 2nd card. I call booking.com and tell them my situation, the agent, although pleasant wasn't really able to help me out. He said that no one from booking.com can ever see your card information and that it is passed straight along to the hotel. I explain to him that the hotel currently is still closed for the season and doesn't even have anyone in operations working. He repeated that the security booking.com is 100% safe and secure and there is no way anyone on their end could see my information. I then told him that Nicolas Cage once managed to steal the Declaration of independence. (National Treasure), however he didn't find it amusing, but the point is still valid anything can happen right? He then just said he would send me a link to re update my card. Fool me once shame on you, fool me twice, well. I have one debit card left as a source of money and cannot manage to have it shut off. And still I don't know if I will have a room when I get to WY.

We book an all inclusive vacation with a balcony and ocean view. When we arrived at hotel we got a 4 story walk up with no balcony. Then when we asked to get moved to another room they give us a ground floor room with a view of a tree with [censor] and toilet paper on the floor. When we asked to get moved they told us no. We would have left then but this was intended as a pit stop between Disney World and a transcanal cruise. So two weeks all inclusive was a chance to not spend money plus I was preauthorised for stay and have no room on visa for new resort. Plus the location and view are amazing. The staff is great the only problem was with the booking.

Our all inclusive plan included buffet breakfast lunch snacks and dinner as well as free drinks. There is also supposed to be a pool and bar.

First of all, there are no buffet breakfast lunch snacks and dinner. All a la carte. What you order and what you get are two separate things. We ordered sausage and sautéed potatoes we got rotten wieners and boiled potatoes. Lunch was inedible I can not eat something that I don't know what it is. Dinner is a choice of a steak cooked one of four ways but each way turns out the same. Snack was hamburger or hot dog. There is a pool but there is no water in it only thing only thing advertised was correct.

There is a pool bar but it's closed probably because of no water in pool. We can oreder drinks at the restaraunt when it's open.

If we leave we will have to pay for full two week booking. Not much room lest on card after that,

When I contacted booking they said they are not responsible for what hotels advertise on there site.

When I googled booking.com I read that website is a fraud and there are hundred and thousands of complaints against them. And that it has been going on for over 5 years. This is the longest running scam I have ever read about. I have no idea how they stay in business but I have a feeling they are lining a lot of peoples pockets.

I booked a hotel room in Weymouth, and then almost immediately cancelled it. I received an e-mail from Booking.com confirming this, however the hotel owner rang me on t the due date asking what time I expected to arrive. He said Booking.com had not informed him about the cancellation, and he proceeded to charge me almost £1, 000.
I have twice written to Booking.com, and the hotel owner but had no acknowledgment or reply from either, and am disgusted by this.

We checked in Briza on the afternoon of 2nd Jan. We had booked family villa with 2 bedrooms. One of the rooms had horrible smell. We called the staff, they checked and told us that they would change our villa. The whole of that evening we spent looking for similiar villas with 2 bed room and some of the other villas had a similar horrible stench. Finally, the whole family was separated into 2 parts for that nights sleep.
The next day, I again approached the Manager for a solution and the same story...they kept on showing us some vacant rooms and by evening finally again separated us to sleep in different rooms at different locations.
Out of the 3 nights stay...we wasted 2 full days looking for rooms and running around the property.
Finally on the 3rd night there was no smell from the originally allotted room and we could spend our family time together.

I called the local Booking.com number. There was no response neither on 2nd of Dec nor on the 3rd of Dec. Numbers were +66 [protected] & +66 [protected]

We spent B 15600 for three nights out of which 2 got wasted.
We spent B 20000 just to get to Samui for holidays and we wasted 2 days just looking of a room.
Holidays were destroyed and so were the moods.
I seek compensation for the financial wastage as well as counterproductive moods caused by the property for no fault of ours at all.

I seek a a total refund including my ticket charges from Bangkok to Samui for 4 people along with the Ferry, Mini van etc charges that would work out close to Bhat 50, 000/- [This excluding out personal expenses]

My Visa card was was charged for a nights lodging at the Hilton Reykjavik Hotel for the night of 9-12-17, I was still in Seattle WA on September 12. We flew to Iceland on September 15 and returned on October 12. When I saw the charge on my Visa card, I contacted the hotel and they told me the booking was made through Booking.com. In contacting Booking .com, they asked for my booking number and, or course, I had no booking number. I wrote a letter to both Booking .Com and to the Hilton in Reykjavik, stating that I was still in the USA on that date. Booking.com refuses to give me a refund to my Visa card. Visa has tried on my behalf.
I will never use Booking.com as they are not reliable. It may be that someone used my credit card number since, I made other reservations through Booking.com for the trip.

We ve booked in Italy in Amalfi a room in Amalfi Luxury House .the check in was between 14:00 and 18:00 which is unnaceptable.I didn t see the check in policy so the receptionist contact me telling me that she is gonna leave at 18:00 si I d better come in time because she won t wait for us.I told her the only flight i could find was at 16:30 so i won t be able to arrive until 18:00.i asked her if she could wait for us just little bit more and if neccesary i would pay for this.she said no and she suggested a taxi for 220 euro so we can get there in time and aftter she suggested to give the keys from the hotel to the taxi driver which was absolutely hilarious.Anyway, we called the manager and we asked him if we could check in thr next day and the receptionist texted me telling me that i should call next day a number.We stayed in Napoli for the night and the next day my reservation was already cancelled.I called the manager which told me that he will take my money which he blocked from my card and he doesn t care and he doesn t have time to speak with us.Great customer care.Very bad attitude, they are stealing and if this is the procedure that booking.com provides i would rather not book through it.i want my money back 317 euro.

Below all my complaint and they are not even responding. I sent emails to ceo and customer care but no answer since 9/28/17

TO THE CEO 11/17/17

I have no choice but to write directly to you. At least 50 emails backwards forward including at 10 I never received reply.

PLEASE REFUND my money of 144.73 DOLLARS because I never received confirmation on booking.
I gave up on sending emails to booking.com because they never answered to my 10 emails since October. It was not even rude or offensive. so I called booking.com And the person told me that I have to deal with the hotel that charged. Well booking.com never sent me the confirmation and Amel the very first person I talked to told me that because the email address was spelled wrong [protected]@cenala.com and not [protected]@cemala.com and it had BOUNCED back so that's why I NEVER RECEIVED IT.

I understand you are the largest online company and that you have to meet the profit but in my business as well if I make a mistake I will pay for my mistake.

Here are below all the evidence of emails. The emails went through as [protected]@cemala.com and [protected]@gmail.com. As a courtesy they could have called me which email they should send the email again if they saw it bounced back.

Also contacted the hotel today and the manager told me that they will not refund me the money because booking.com is the one responsible for a confirmation.

Also I have been booking on booking.com. I have a music academy and I have reservation for 9 rooms at Madison Hilton. You can see we r ongoing customers for years with your company not to mention that last year booking.com made 1600 dollars charge on Wyndham hotel accidentally advertising wrong deal and the hotel took my money out. It took me a whole week and lots of embarrassment from other company when my account empties out for the wrong reason from booking.com mistake. It ruined my xmas holiday as well because I didn't feel like going to that hotel again for your mistake!

So I think 145 dollars especially not my mistake please refund my money. I work hard for my money already spent at least 2-3 hrs on sending you repeated emails AND I DID NOT USE THE SERVICE NOT GET A CONFIRMATION OF ANY KIND SO PLEASE REFUND ASAP. CHRISTMAS IS CKMING AND I NEED MY MONEY.

Thank you for your attention in this matter
Best REGARDS
MAGDOLNA BEREZVAI and ANDONI ZORBAS
[protected]

Pls let me know where I can send you the proof of statement proof of phone calls ets

Hello Magdolna Berezvai,

We received your request to cancel reservation [protected] at Holiday Inn Hotel & Suites Santa Maria and contacted the property for you.

As soon as we receive their response we'll share it with you. You can always review the terms and conditions in your confirmation email or on our website.

There was indeed a tipo in the email address you provided [protected]@cemala.con. That is why you did not receive the confirmation email. We also sent you a confirmation via text message 27 Aug 2017.

If you need anything else, we're always here.

Best wishes,

--

I booked and apartment with booking.com, it was a new one with no reviews yet

when i arrived the owner told me that price was mistaken and i should pay 30% more

I didn't have a choice and think that I will tell booking they will refund

I discovered that appartment is smaller than what is mentioned in the offer

I sent a complaint to booking, in the same day

later the owner reported that I didn't show!

I sent them photos from the apartment itself and sent the receipt

the owner then changed his words and said i came late so he cancelled!

then he said he tried to call me and didn't reply his call

I gave them my phone call log which shows that I called him

after all of this, they replied that they can't help me asI arrived late! and this receipt is not under the name of the company

Can You imagine this, they allow new owners to scam people just to keep them on the website, although it is crystal clear that he is a thief

what drove me crazy not I payed almost double, but that they will leave the owner on the website to scam other people!

I have worked so hard and rob me of my money eg cant get my 487 Euros back
I have booked a room from 512018 to 1212018 when I booked it said I cant get my money back I took it for granted that the hotel would be clean have no cockroaches or rats or the building falling apart when I looked up trip adviser it had photos of all of the above the hotel in question is Hotel Pennsylvania 4017 Avenue Chelsea New York I really feel sick now how can they sell booking in this place
Booking.com were no use saying they were sorry joke.
Now I find out this week they are warning people to not use showers or brush teeth teeth fore fear of contacting Legionaires disease,

This complaint is addressed to the Booking customer service and guests' rights:
We booked 2 nights at the Hostel Lisbon Forever 14-16th November 2017, Lisbon, Portugal.

The hostel did not provide us with the basic conditions, as detailed below:

- No hot water during the two days of our stay
- Air conditioner / central heating did not work - cold rooms, passages, kitchen, bathrooms
- Air conditioner did work in our room, but it made a lot of noise, which inhibited sleeping. We had to switch it off in order to sleep in a cold room
- Room-repair work and painting in progress during our stay - workers in the hostel did not respect the silence hours - we could not sleep in the mornings
- Reception hours not respected

We complained to the reception on the 14th - they promised to repair hot water and, as compensation, offered us 25% of the total amount. However, they did not comply with the promised conditions - there was no hot water for the rest of our stay. We lost a lot of time waiting for the hot water to be repaired, which was not. One of the guests was sent to have a shower to another hostel, 16th morning.
We claim both moral and financial compensation for the failure to fulfil the basic conditions (hot water, warn room and silence).

Thank you.
ieva stoncikaite

On the 5 November I booked a family room for 1 night to stay at the colonial hotel in Blackpool England.
on arrival there were prostitches taking punters into rooms, if this wasn't bad enough, when we when up the stairs to our room there was a man off his face on drugs.
when we finally managed to get to our room the windows were filthy, the curtains were hanging off and the bedding looked like it had never been changed. We immediately went downstairs to reception and told the receptionist we wanted a refund, and he just laughed in our faces and told us we had no chance of getting a refund. This is absolutely disgusting we had to use our holiday spending money to stay in another hotel, which as you can see we booked again through booking.com. I always book through this site and have never had a problem or any issues but I want my money back from the colonial hotel!

On Oct.12th The Mile High Penthouse, 1499 Massachusetts Ave, NW, Washington DC 2005 was confirmed code:HMQ4JQRARS and receipt #[protected] to Ruth Baronda and 5 others for $2532.87 . My occupant registration form was completed and sent signed and forwarded to host, Brynn Rovito. All information concerning this home/apt as far as the rules and restrictions of no parties or events could be given there and at 10pm daily no loud noises of any kind were acceptable. Twenty -one emails of questions and answers had been exchanged with Brynn . One of the guest is a diabetic so my question to her could food, party trays, be delivered when I arrive at 4pm so I could eat and the others arriving could eat. No party or event was planned or going to happen. She emailed me that she didn't feel comfortable, and canceled the reservation with a full refund. I will never stay at airbnb booking. Brynn's assumption was wrong. I only ask her about food delivery. This location is misrepresented as your host, Brynn, refused to answer questions, but instead cancels reservations due to her comfort level. Either her host training needs upgradeing, or the lost of $2532.87 and my reviews to the Business Consumer Alliance does not affect future bookings.

Have used Booking.com for over 20 yrs. just booked a hotel in Salzburg as part of a trip through them for 16th October for one night only. As per usual, the policy was to pay at the hotel, which we did in cash & were given a receipt by the man on teception. Two days later, a similar amount was taken using our credit card. We tried to contact the hitel several times by phone & email to no avail. We then phoned booking.com & explained the situation. They told us to reply to an email they sent with all the relevant info & a photo of the receipt. We did all this & two days later reveived a confirmation email that they had accepted our submission & forwarded it to the hotel. We were told they give the hotel 5 days to refund the money & if they don't booking.com would refund us on the 6th day. Over two weeks later we have heard nothing & not received the double payment back. When I phoned again I was suddenly told that my receipt was not a receipt but "just for info" which is total rubbish. We have exactly the same type of receipts from other accommodation. When I questioned this, I was told by the customer service rep that I shouldn't have accepted the piece of paper. Obviously, i am really angry. I did not give the hotel my card details, bookinh.com did & appear to not want to take any responsibility for this fraud on our card. I can't believe that they would treat a customer who has used their service for such a long time, in such an appalling manner. Also, on googling the hotel, I found many reviews/complaints on various forums about this hotel behaving in a fraudulent manner & people having to fight to get their money repaid. All if them said they made their reservations through booking.com. If they know this hotel is so bad, why are they still in partnership with it?

On 10/20/17, I booked a room at Alonei Neve Zohar (Dead Sea) confirmation #[protected]. I spoke with David. He told me the total cost will be $297 for 3 days 10/22-25 and breakfast is an option for an additional fee.
Upon arrival, I found there was no place to buy food and no breakfast option.
The pictures show a public beach adjacent, but it was fenced off with bulldozers and no access to the water. Not only that, but when I got home, I found an additional charge of 181.76 IS - while the $297 was supposed to be "all included".