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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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H
4:44 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com hotel booking charged twice

Dear Sir,

This has reference to the below booking done for 6 guests at The Intercontinental Lisbon.

Booking number: [protected]
PIN code: 1372

However, the Hotel has charged my friend Aasim Merchant (Refer Room 6 below) directly, claiming that they have not received any payment from Booking.com on his behalf.

My credit card statement also reflects his charge debited to me for the below booking.

Please could you look into the matter and revert at the earliest?

Best Regards,
Homi A. Katgara
Partner
Mumbai
Tel: +91 22 [protected]

---------- Forwarded message ----------
From: InterContinental Lisbon
Date: 30 March 2017 at 21:32
Subject: Your updated booking at InterContinental Lisbon
To: [protected]@jeena.co.in

Booking number: [protected]
PIN code: 1372

Your booking has been successfully modified
The following changes were made on Thursday 30 March 2017:
Deluxe Double or Twin Room for guest Homi Katgara
Deluxe Double or Twin Room for guest Mr Sarosh Irani
Deluxe Double or Twin Room for guest Mr Hoshang Dadabhoy
Deluxe Double or Twin Room for guest Mr Shapoor Mistry
Deluxe Double or Twin Room for guest Mr. Kairus Dadachanji
Deluxe Double or Twin Room for guest Mr Aasim Merchant
Guest Name: Mr Aasim Merchant (was unspecified)

Below is your updated booking confirmation:

Make changes to your booking
Save confirmation to phone

InterContinental Lisbon Business trip
Phone: +[protected]
Email property

Lisboa, Portugal
Rua Castilho 149, Avenidas Novas, 1099-034
Show directions

Your reservation Get the print version
2 nights, 6 rooms € 2, 244

Check-in
Tuesday 2 May 2017
(from 15:00) Check-out
Thursday 4 May 2017
(until 12:00)

6 rooms € 2, 116.98
6 % VAT is included. € 127.02
Price € 2, 244
We Price Match

Pre-authorisation: To check the validity of your credit card and guarantee your booking, the property reserves the right to temporarily hold an amount prior to arrival.
€ 1 City tax per person per night is excluded.
Please note: additional supplements (e.g. extra bed) are not added to this total.
The price above excludes fees such as tax and service charges. Booking.com does not charge any reservation, administration or other fees.
Additional applicable taxes may be charged by the property if you don't show up or if you cancel.

Is everything correct?
You can always view or change your booking online - no registration required.
• Edit credit card details
• Contact the property
• Cancel your booking
• Edit guest details
• Request early check-in or late check-out

Homi, here's your travel guide to Lisbon!

We've hand-picked Lisbon'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 1: Deluxe Double or Twin Room
This twin/double room features a minibar, bathrobe and air conditioning.
Guest name Homi Katgara
Number of guests max. 2 people.
Meal Plan Breakfast costs € 18 per person per night.
Prepayment You will be charged a prepayment of the total price at any time.
Cancellation policy You will be charged the total price if you cancel your booking.
Any cancellation or modification fees are determined by the property. You will pay any additional costs to the property.
Cancellation cost • From now on: € 374
This reservation can not be cancelled free of charge.
Room costs Room price € 352.83
6 % VAT is included. € 21.17
Total costs of this room: € 374
€ 1 City tax per person per night is excluded. € 4

Room 2: Deluxe Double or Twin Room
This twin/double room features a minibar, bathrobe and air conditioning.
Guest name Mr Sarosh Irani
Number of guests max. 2 people.
Meal Plan Breakfast costs € 18 per person per night.
Prepayment You will be charged a prepayment of the total price at any time.
Cancellation policy You will be charged the total price if you cancel your booking.
Any cancellation or modification fees are determined by the property. You will pay any additional costs to the property.
Cancellation cost • From now on: € 374
This reservation can not be cancelled free of charge.
Room costs Room price € 352.83
6 % VAT is included. € 21.17
Total costs of this room: € 374
€ 1 City tax per person per night is excluded. € 4

Room 3: Deluxe Double or Twin Room
This twin/double room features a minibar, bathrobe and air conditioning.
Guest name Mr Hoshang Dadabhoy
Number of guests max. 2 people.
Meal Plan Breakfast costs € 18 per person per night.
Prepayment You will be charged a prepayment of the total price at any time.
Cancellation policy You will be charged the total price if you cancel your booking.
Any cancellation or modification fees are determined by the property. You will pay any additional costs to the property.
Cancellation cost • From now on: € 374
This reservation can not be cancelled free of charge.
Room costs Room price € 352.83
6 % VAT is included. € 21.17
Total costs of this room: € 374
€ 1 City tax per person per night is excluded. € 4

Room 4: Deluxe Double or Twin Room
This twin/double room features a minibar, bathrobe and air conditioning.
Guest name Mr Shapoor Mistry
Number of guests max. 2 people.
Meal Plan Breakfast costs € 18 per person per night.
Prepayment You will be charged a prepayment of the total price at any time.
Cancellation policy You will be charged the total price if you cancel your booking.
Any cancellation or modification fees are determined by the property. You will pay any additional costs to the property.
Cancellation cost • From now on: € 374
This reservation can not be cancelled free of charge.
Room costs Room price € 352.83
6 % VAT is included. € 21.17
Total costs of this room: € 374
€ 1 City tax per person per night is excluded. € 4

Room 5: Deluxe Double or Twin Room
This twin/double room features a minibar, bathrobe and air conditioning.
Guest name Mr. Kairus Dadachanji
Number of guests max. 2 people.
Meal Plan Breakfast costs € 18 per person per night.
Prepayment You will be charged a prepayment of the total price at any time.
Cancellation policy You will be charged the total price if you cancel your booking.
Any cancellation or modification fees are determined by the property. You will pay any additional costs to the property.
Cancellation cost • From now on: € 374
This reservation can not be cancelled free of charge.
Room costs Room price € 352.83
6 % VAT is included. € 21.17
Total costs of this room: € 374
€ 1 City tax per person per night is excluded. € 4

Room 6: Deluxe Double or Twin Room
This twin/double room features a minibar, bathrobe and air conditioning.
Guest name Mr Aasim Merchant
Number of guests max. 2 people.
Meal Plan Breakfast costs € 18 per person per night.
Prepayment You will be charged a prepayment of the total price at any time.
Cancellation policy You will be charged the total price if you cancel your booking.
Any cancellation or modification fees are determined by the property. You will pay any additional costs to the property.
Cancellation cost • From now on: € 374
This reservation can not be cancelled free of charge.
Room costs Room price € 352.83
6 % VAT is included. € 21.17
Total costs of this room: € 374
€ 1 City tax per person per night is excluded. € 4

Special Requests
Estou a viajar em trabalho e poderei usar um cartão de crédito empresarial.
Approximate time of arrival: between 01:00 and 02:00 hours
You have a booker that prefers communication by email
You have a booker that would prefer a quiet room. (based on availability)

Important information
Please note that from the 1st of January 2016 a city tax of EUR 1 per person, per night is not included in the total price and should be paid on site. This tax is charged to guests aged 13 and older. It is subject to a maximum amount of EUR 7 per guest.

The InterContinental Lisbon is undergoing a renovation of its lifts. During this time, there will be minimal impact to guest comfort as renovation works will be limited to daylight hours and will not be visible to hotel guests

Payment
You have now confirmed and guaranteed your reservation by credit card.
The total price of the reservation may be charged at any time after booking.
Please note that your credit card may be pre-authorised prior to your arrival.
This accommodation provider accepts the following forms of payment:
American Express, Visa, Euro/Mastercard, Diners Club, JCB, Maestro, Other Cards
Change credit card details

Booking conditions
Guest parking Private parking is possible on site (reservation is not needed) and costs EUR 16.50 per day.
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 make changes, cancel or upgrade your reservation online anytime.
General questions Visit our Help Centre or Contact Customer Service

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Copyright © 1996–2017 Booking.com. All rights reserved.
This e-mail was sent by Booking.com, Herengracht 597, 1017 CE Amsterdam, Netherlands

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12:47 am EDT

Booking.com bus ticket

I purchased bus tickets via booking.com. On that day of departure date, the bus company said my tickets has been cancelled. Thus, I called to the bus company and the pic asked me to asked booking.com in stead.
Booking.com pic said my tickets has been cancelled due to bus broke down and asked me to find another bus to travel back by myself. I was very angry that why booking.com can anyhow cancel my ticket on last minute and without notify me. The most angry part was they should find replacement to me but not ask customer itself to do it. What kind of irrensponsible of booking.com was? I am now no more confident to book any ticket via booking.com

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J
10:01 am EDT

Booking.com disappointing experience

I don't recommend anyone to use www.booking.com website. Information on their site is misleading and not to be trusted. When I booked my room I was promised free cancellation. For me that was very important because I was still unsure about my vacation in general. And really last moment I had to cancel everything and was shocked when Booking applied a cancellation fee!
When I contacted them they didn't reply. They only billed me and never even explained how did that even happened. Of course after such a disappointing experience I will not use their service.

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K
1:12 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com cancellation fee on a booking that did nit show in my booking.com app

Hi

I am extremely disappointed about the fact that I am going to be charged 50% of a booking I made with Booking.com

The booking never showed up in my booking.com app so I assumed that it was not booked.

I am now being charge $2, 700 for this property.

Please contact me by return email or by phone. Australian number [protected].

Regards
Sue Sutton

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3:06 pm EDT

Booking.com wildly inaccurate hotel rates on booking.com

Hi, I recently used booking.com to find a hotel for one night in Cancun Ocean View Apartment 06/05 to 07/05 - the fee displayed on booking.com was 98.75 USD (380 pln - my local currency) however when I submitted my contact details, my bank called me up saying that the amount they try to charge is almost double (~614 pln). Highly alarmed i went on booking.com to look for details. I found an information that i will be charged a 100 usd deposit upon arrival + some climate fees. "It must be that" I though to mysefl. To my shock on the day of my departure I was told by the hotel manager that no deposit was charged and no deposit will be returned and that I can "complain to booking.com". I was additionally charged 650 pesos upon departure for late check out which i was not informed came at a fee but I consider that the hotel's fault. On the other hand I find displaying incorrect room rates with some made up explanations that do not reflect neither the cost nor the policy of the hotel unethical and unprofessional, not to mention it misses the purpose of the booking.com in the first place.

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12:46 am EDT

Booking.com unethical behaviour

booking no [protected]

My husband is paying in general for my trip in Thailand. We always check if third party payment is allowed. We booked with booking.com at Koh Phangan resort. My husband paid, but the reservation was on my name. After charging the full amount -and they saw that the names are different- they said I can't stay there because the card was not on my name. (Same surname though.) I tried to contact booking.com for this, only answer I got was `contact the hotel`, then after I tried really hard, they sent an email saying; "we contacted the hotel, here is their answer, "."

I am not exaggerating, I have the proof, the hotel wrote to them "." and they considered this an acceptable answer. How am I supposed to trust them to protect me or my money?

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J
7:48 am EDT

Booking.com hostel room

Hi there, I'm currently travelling around Spain and I booked a hostel dorm room with Booking.com at The River Hostel in Valencia. When I checked in I was told they were fully booked so I would be in a room with a group. I didnt mind this until the group arrived and it was 13/14 year old school children on a trip to Valencia. In my country this is illegal and I'm pretty sure it must be against child protection laws in Spain also. In the end I checked out early and stayed at a different hostel.

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10:08 pm EDT

Booking.com no booking confirmation received fully charged by hotel

I tried to make a booking through bookings.com after not receiving a confirmation email and no booking in my account I did not think this booking was processed until the whole amount was booked on my credit card. After ringing both the Mantra on Jollimont and Booking.com both have saId there is nothing they can do. Surely there is a process where consumers are protected from scam like this! I will never use them again

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1:47 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com hotel booking in dubai

On april 26th 2017 we booked rooms in abidos hotel apartment through my credit card. Booking number is [protected] pincode is 3995. I got the message that my credit card is invalid.
So I booked in ibis mall of the emirates on 28/05/2017. Booking no is [protected] pincode is 2602 booking is confirmed.
On 30/04/2017 I got a message from my bank that 24415 inr is been deducted from my account.
I made so many international calls to ibis bank to confirm the payment. But they said they have not received any payment.
Then I sent mails to booking.com. And so many calls to the toll free number. There was a proper reply from you. So I sent a termination request to my credit card. Then applied for a new card.
Running piller to post then I got the message from the abidos that booking was confirmed on 30/04/2017
Since we were planning for a holiday didn't want to raise the question
Now let me know
My credit card is invalid on26th april how come it becomes valuable on 30 th april
Since then l booked & cancelled in ibis mall. How is responsible to that.
I blocked my credit card. So that bank changed me around 1000 inr.
Since I didn't know what happened to my money I raised a complaint to bank & police.
So much of money wasted isd calls to the hotels.
This was the worst experience in my life. I will be taking this to legal action if I am not answered properly.

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2:39 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com hotel booking

Booking number: [protected]

Dear sir
Even After reconfirming of our tentative arriving at hotel why we were not able to check in to hotel ? At 1.00 am of night guests were to ramble out the road for whole night. Hotel even not allowed to enter into in. Hotel boy screamed out in saying that they dont bother booking.com.
U r a big organisation n we have booked through ur portal considering that it wl be a authenting booking.
We want action against this misbehave of this hotel.

Ur prompt action wl appreciate us for keeping our further relationship.

Shiplu majumder
On behalf of
Md oli ullah

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9:42 pm EDT
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Booking.com hotel room

I booked my lodging through booking. com. My room was disgusting and full of mold. I requested a full refund to find another hotel. I was refused a refund by the manager. The pictures posted on booking are misleading. My room was disgusting. I paid $629.00 for that flea bag room, and I want my money back. My family had to stay in that mole infested room. Mold kills. That room had mold on the walls, the refrigerator, the lamp, everywhere.

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9:37 pm EDT
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Booking.com hotel room

I booked my lodging through booking. com. My room was disgusting and full of mold. I requested a full refund to find another hotel. I was refused a refund by the manager. The pictures posted on booking are misleading. My room was disgusting. I paid $629.00 for that flea bag room, and I want my money back. My family had to stay in that mole infested room. Mold kills.

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4:54 pm EDT

Booking.com barca guest house in venice is not a guest house

Dear Sir or Madam,

I'm writing to complain about the misleading information which is situated on Booking.com.

Ive booked a room in Venice (# of booking [protected])and was sure I'm going to a hotel because the page of the hotel said it was a Guest House.

I was surprised in a bad way when I arrived to the Calle Burchielle 421 Santa Croce (address given) and didn't find any signs said the hotel was there. Nobody send us the information that we need to arrange the time of arrival with owner. Nobody waited for us there.

We hardly could find a phone and called the owner. He said that he send us a message with a question about time of arrival but we couldn't get it as we were on the trip. I believe that this information must be provided beforehand as most of people don't have internet being on trip.

Even the worst thing happens when we found what the room is...
Cockroaches on the walls, bad smell from a bunch of sheets from previous guests left by owner in the wardrobe on entering the room (I have pictures of a wardrobe full of dirty sheets). The shower was out of order. The apartment in a very poor condition. Elias came to change the sheets at 11(!) pm not telling us thay he was going to come. Terrible experience in such a beautiful city.

I read about the same experience of others on booking. And don't think that the rating given to this place on booking is real.

Your fainthfully,
Anna

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2:44 am EDT

Booking.com credit card charged

booking number: [protected]

I made a reservation and it was stated clearly free cancellation until the day of arrival at 18:00 and no prepayment required.

I entered my credit card details and a few days later after the Confirmation date i was charged 169 Euros. although it was stated clearly that the fees will be payed upon arrival.

I sent an emails to the Hotel and Booking.com and i received no reply.

I need the money to know the reason the credit card has been charged and i need a refund for this money.

Please get back to me as soon as possible

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Update by Rany Emad Kauzmen
May 16, 2017 3:20 am EDT

The Hotel replied saying that the amount taken is just preauthorization money and it can be released whenever i cancel my reservation

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8:30 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com confirmed reservation never sent to hotel

I booked a room at a hotel through Booking.com and received a confirmation email with a booking number and PIN code. When we got to the hotel at 11:30pm they had no reservation in our name and no information was ever sent from Booking.com. By the time they determined they had no available rooms it was after midnight and we needed to be up at 5pm to get a flight home. We ended up sleeping in our car in 40 degree weather because we could not get a hotel room in the vicinity for an affordable rate. I will never book through booking.com again. To have the rug pulled out from under you after midnight is not something I chose to experience again and I can never trust that Booking.com will actually complete any reservations for me.

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1:18 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com full hotels on booking

I had never seen such bad service. So I make a reservation in a hotel that you claim to have 3 rooms available.
And I have to inform you that the hotel is full for 2 weeks ago.

Your solution is to arrange a new hotel within the area and the price I was looking for. I accept, with in 5 minutes your service send an email to inform that you have been deceived once again and the hotel  arranged as a solution was equally occupied.

I spent a whole day in suspense with your service that in fact only brought me harm because of the international calls I made for your 'support to the client' and lost the opportunities to book on other platforms that t in fact work.

I do not intend to use your service again. So your solution to give me 50 USD future discount is useless.

Please, i´ll await on your response regarding the best way to send my written dissatisfaction about your service.

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10:38 am EDT

Booking.com charge not returned

On May 9th I booked a room at the Comfort Inn in Kent, Washington.
Check in May 16th, check out May 17th.
When I looked at the confirmation I noticed that I had accidentally booked the room in the city of Kent - OHIO and not in Kent - Washington State.
An honest mistake. When I asked to cancel and return the money so I could rebook in the state of Washington I was turned down.
You collect money for services NOT rendered, that is unethical.
Booking number: 1128.647.140 PIN 4903

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R
8:10 am EDT

Booking.com hotel was overbooked on arrival at 11pm when should have been made available at 2pm that day!

Booking No. [protected]
Pin Code: 0037
I booked the hotel Club Paradisio for 3 persons from 29th April - 3rd May inclusive. When my daughter arrived at 11pm on 29th April she was greeted with no room available! Please bear in mind this should have been available from 2pm on that said day. My daughter had to wait 45 minutes for a room to be made available. This was room 1045. My daughter thinks this may have been staff quarters! The room had a small patio area out the back but surrounded by a high wall. The room next door (1046) was unable to lock as there was a couple of unhappy customers there also!
However she was told that a room that was booked would be available the next day when myself and my other daughter arrived (10.30 am). When we went to reception we were greeted with fully booked! We explained the saga of the night before but nobody seemed bothered and said to come back later! We came back later 2 other times only to be greeted with no room available. I stressed that I booked this sometime previously and if the hotel was fully booked they should not have taken my booking, or indeed other bookings after I had booked.
I booked a deluxe triple room for 3 persons.
At about 5pm on Sunday 30th April a room was made available to us that was designed for 2 persons (Room 3132). A put you up bed was placed along side the other 2 beds. We explained that this was not acceptable but we had to take it as obviously "there was no room at the inn". There was only a table for 2 on the balcony outside.
I am utterly dumbfounded with Booking.Com. Since I have been home I have e-mailed and also telephoned. I was told to send an e-mail outlining the problems together with room numbers and receipts etc. I have done this and although e-mailing to ask that they respond, have received no response. I attached receipts.
I also explained that I was charged 250 dirhams each for dinner for 2 persons (500 dirhams) on the night of 2 May and explained to the hotel that this was incorrect and it should have been 14 euros each as on my booking form that I received from booking.com but again no response. I had to pay on my credit card because I did not have enough dirhams and stated that I would seek legal advice when I get home.

I therefore will report this incident to Watchdog, also Consumer Rights and also the Ombudsman if Booking.Com do not take action and rightly give me the recognised compensation.

I booked and paid for a deluxe triple room for 3 and this was not received and you are therefore in Breach of Contract. Also I spent my first day on holiday trying to sort out a room that I booked through yourselves sometime previously. You or the hotel should not be taking bookings that you have no room for!
I therefore will take this matter further if I do not hear back from you in 48 hours. I have already been waiting a week for booking.com to respond to no avail.

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Update by ReynoldsShirley
May 15, 2017 8:11 am EDT

Could anybody please advise if they had any joy with booking.com?

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1:27 pm EDT

Booking.com do not use booking.com

My wife and I booked accomodation in queenstown through booking.com. Two weeks later and two weeks before flying out we get an email saying that the pool is closed for maintenance.
We rang the hotel and they were more than happy to cancel our booking but booking.com will not. I called them (offshore toll call) and they said they would get back...now a week later and a dozen emails and calls...nothing!

Book all accomodation directly with the hotel

Do not use BOOKING.COM

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1:05 pm EDT

Booking.com their booking service

I booked an apartment in Los Cristianos in Tenerife. The website clearly stated that it would cost £687.00. I was charged £708.72. While this is only £21.72 over, if they do this to all their clients they are making plenty of money by overcharging. I complained to booking.com by e-mail twice, leaving a week between each e-mail. I received no reply. I telephoned, and the person who answered claimed that the price was in Euros. In fact it clearly stated the price in pounds on the website when I booked, with the euro price (€809.80) in small numbers next to it. In any case, if the price in pounds was converted from euros there is no reason why that conversion should be any different when charged to my card immediately afterwards. Beware! There are plenty of other holiday booking sites.

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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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