CB Travel Agencies and Tour Operators Booking.com Accommodation not fit for purpose

Booking.com review: Accommodation not fit for purpose

Stephen Nuttall of Sible Hedingham, Halstead, GB

Nov 10, 2023 6:12 am EST

Verified customer

Featured review

My wife and I booked a self-catering cottage in Somerset via Booking.com

Upon our arrival on 5th August 2923, the place was filthy, smelt musty, and no cleaning had been done. Dirty sheets were still on the bed, old food was in the fridge, etc.

It was not fit for purpose, and we could not stay there.

We had travelled for 7 hours and were tired and hungry. We had brought our food, but the kitchen was dirty, so we didn't want to use it for cooking.

The cottage was in a small village, and there was nowhere to eat as the cafe/restaurant had all closed for the day.

The number provided by Booking.com to contact the owner just kept ringing, and we couldn't get hold of anyone. So we left.

Sitting in our car in a car park, we tried to get help from Booking.com, but sadly, they were useless. They couldn't help us find any alternative accommodation, and they, too, could not contact the owner. Our last call from them as we sat in a car park in pouring rain was from Singapore.

We made our own arrangements in a hotel, and have been trying to get a refund ever since of the £709 we paid. (Booking.com did refund £106, but considering we were charged a cleaning fee of £125 up front, this didn't really satisfy us! We also paid a further £481 for a hotel.)

The cottage has since been removed from the Booking.com website.

No one from Booking.com ever returned calls, and it was a useless experience trying to get anyone who understood adequately. Today, we were finally told by someone from their only contact number that nothing further could be done. There was no complaint system against Booking.com; all calls, including from a solicitor if I engaged one, had to use the only number.

So we are frustrated and unhappy with this company.

They wouldn't provide details of the owner of the cottage, so we have no way of pursuing this against them.

WE WILL NEVER USE BOOKING.COM AGAIN

Their level of customer service is beyond reprehensible.

Claimed loss: £609

Desired outcome: A full refund, but if not, at least an equitable amount.

0 comments

Add a comment

Booking.com - never give your credit card details to booking.com 235

Resolved

Replied

Booking.com - scam 28

Resolved

Replied

Booking.com - bad service 52

Resolved

Replied

Booking.com - to cancel hotel reservation 4

Resolved

Replied

Booking.com - defamatory review 49

Resolved

Replied

Booking.com - fraudulent invicing 2

Resolved

Booking.com - trieing to cancel booking

Booking.com - hotel booking 1

Booking.com - Reservation confirmation number 3449118975, pin 9273

Booking.com - complaint against elements hotel times square 1

View all Booking.com reviews and complaints

Booking.com Contacts

Booking.com phone numbers

+44 203 320 2609
+44 203 320 2609

Click up if you have successfully reached Booking.com by calling +44 203 320 2609 phone number 236 236 users reported that they have successfully reached Booking.com by calling +44 203 320 2609 phone number Click down if you have unsuccessfully reached Booking.com by calling +44 203 320 2609 phone number 303 303 users reported that they have UNsuccessfully reached Booking.com by calling +44 203 320 2609 phone number

International

+1 (888) 850-3958
+1 (888) 850-3958

Click up if you have successfully reached Booking.com by calling +1 (888) 850-3958 phone number 38 38 users reported that they have successfully reached Booking.com by calling +1 (888) 850-3958 phone number Click down if you have unsuccessfully reached Booking.com by calling +1 (888) 850-3958 phone number 295 295 users reported that they have UNsuccessfully reached Booking.com by calling +1 (888) 850-3958 phone number

United States

+44 208 612 8000
+44 208 612 8000

Click up if you have successfully reached Booking.com by calling +44 208 612 8000 phone number 34 34 users reported that they have successfully reached Booking.com by calling +44 208 612 8000 phone number Click down if you have unsuccessfully reached Booking.com by calling +44 208 612 8000 phone number 29 29 users reported that they have UNsuccessfully reached Booking.com by calling +44 208 612 8000 phone number

8%
Confidence score

United Kingdom

+353 14 283 000
+353 14 283 000

Click up if you have successfully reached Booking.com by calling +353 14 283 000 phone number 8 8 users reported that they have successfully reached Booking.com by calling +353 14 283 000 phone number Click down if you have unsuccessfully reached Booking.com by calling +353 14 283 000 phone number 9 9 users reported that they have UNsuccessfully reached Booking.com by calling +353 14 283 000 phone number

Ireland

+61 292 559 200
+61 292 559 200

Click up if you have successfully reached Booking.com by calling +61 292 559 200 phone number 28 28 users reported that they have successfully reached Booking.com by calling +61 292 559 200 phone number Click down if you have unsuccessfully reached Booking.com by calling +61 292 559 200 phone number 33 33 users reported that they have UNsuccessfully reached Booking.com by calling +61 292 559 200 phone number

Australia

+64 93 004 670
+64 93 004 670

Click up if you have successfully reached Booking.com by calling +64 93 004 670 phone number 1 1 users reported that they have successfully reached Booking.com by calling +64 93 004 670 phone number Click down if you have unsuccessfully reached Booking.com by calling +64 93 004 670 phone number 2 2 users reported that they have UNsuccessfully reached Booking.com by calling +64 93 004 670 phone number

New Zealand

+43 120 5550
+43 120 5550

Click up if you have successfully reached Booking.com by calling +43 120 5550 phone number 0 0 users reported that they have successfully reached Booking.com by calling +43 120 5550 phone number Click down if you have unsuccessfully reached Booking.com by calling +43 120 5550 phone number 0 0 users reported that they have UNsuccessfully reached Booking.com by calling +43 120 5550 phone number

Austria

+32 22 075 800
+32 22 075 800

Click up if you have successfully reached Booking.com by calling +32 22 075 800 phone number 3 3 users reported that they have successfully reached Booking.com by calling +32 22 075 800 phone number Click down if you have unsuccessfully reached Booking.com by calling +32 22 075 800 phone number 5 5 users reported that they have UNsuccessfully reached Booking.com by calling +32 22 075 800 phone number

Belgium

+45 33 443 340
+45 33 443 340

Click up if you have successfully reached Booking.com by calling +45 33 443 340 phone number 0 0 users reported that they have successfully reached Booking.com by calling +45 33 443 340 phone number Click down if you have unsuccessfully reached Booking.com by calling +45 33 443 340 phone number 0 0 users reported that they have UNsuccessfully reached Booking.com by calling +45 33 443 340 phone number

Denmark

+358 961 291 700
+358 961 291 700

Click up if you have successfully reached Booking.com by calling +358 961 291 700 phone number 0 0 users reported that they have successfully reached Booking.com by calling +358 961 291 700 phone number Click down if you have unsuccessfully reached Booking.com by calling +358 961 291 700 phone number 0 0 users reported that they have UNsuccessfully reached Booking.com by calling +358 961 291 700 phone number

Finland

+33 153 251 312
+33 153 251 312

Click up if you have successfully reached Booking.com by calling +33 153 251 312 phone number 0 0 users reported that they have successfully reached Booking.com by calling +33 153 251 312 phone number Click down if you have unsuccessfully reached Booking.com by calling +33 153 251 312 phone number 0 0 users reported that they have UNsuccessfully reached Booking.com by calling +33 153 251 312 phone number

France

+49 211 9098 5000
+49 211 9098 5000

Click up if you have successfully reached Booking.com by calling +49 211 9098 5000 phone number 2 2 users reported that they have successfully reached Booking.com by calling +49 211 9098 5000 phone number Click down if you have unsuccessfully reached Booking.com by calling +49 211 9098 5000 phone number 2 2 users reported that they have UNsuccessfully reached Booking.com by calling +49 211 9098 5000 phone number

Germany

+39 683 365 700
+39 683 365 700

Click up if you have successfully reached Booking.com by calling +39 683 365 700 phone number 0 0 users reported that they have successfully reached Booking.com by calling +39 683 365 700 phone number Click down if you have unsuccessfully reached Booking.com by calling +39 683 365 700 phone number 0 0 users reported that they have UNsuccessfully reached Booking.com by calling +39 683 365 700 phone number

Italy

+47 21 052 300
+47 21 052 300

Click up if you have successfully reached Booking.com by calling +47 21 052 300 phone number 0 0 users reported that they have successfully reached Booking.com by calling +47 21 052 300 phone number Click down if you have unsuccessfully reached Booking.com by calling +47 21 052 300 phone number 0 0 users reported that they have UNsuccessfully reached Booking.com by calling +47 21 052 300 phone number

Norway

+48 224 892 000
+48 224 892 000

Click up if you have successfully reached Booking.com by calling +48 224 892 000 phone number 0 0 users reported that they have successfully reached Booking.com by calling +48 224 892 000 phone number Click down if you have unsuccessfully reached Booking.com by calling +48 224 892 000 phone number 0 0 users reported that they have UNsuccessfully reached Booking.com by calling +48 224 892 000 phone number

Poland

+351 211 208 000
+351 211 208 000

Click up if you have successfully reached Booking.com by calling +351 211 208 000 phone number 1 1 users reported that they have successfully reached Booking.com by calling +351 211 208 000 phone number Click down if you have unsuccessfully reached Booking.com by calling +351 211 208 000 phone number 0 0 users reported that they have UNsuccessfully reached Booking.com by calling +351 211 208 000 phone number

100%
Confidence score

Portugal

+46 851 758 000
+46 851 758 000

Click up if you have successfully reached Booking.com by calling +46 851 758 000 phone number 0 0 users reported that they have successfully reached Booking.com by calling +46 851 758 000 phone number Click down if you have unsuccessfully reached Booking.com by calling +46 851 758 000 phone number 0 0 users reported that they have UNsuccessfully reached Booking.com by calling +46 851 758 000 phone number

Sweden

+41 442 003 850
+41 442 003 850

Click up if you have successfully reached Booking.com by calling +41 442 003 850 phone number 0 0 users reported that they have successfully reached Booking.com by calling +41 442 003 850 phone number Click down if you have unsuccessfully reached Booking.com by calling +41 442 003 850 phone number 0 0 users reported that they have UNsuccessfully reached Booking.com by calling +41 442 003 850 phone number

Switzerland

+86 216 080 7200
+86 216 080 7200

Click up if you have successfully reached Booking.com by calling +86 216 080 7200 phone number 0 0 users reported that they have successfully reached Booking.com by calling +86 216 080 7200 phone number Click down if you have unsuccessfully reached Booking.com by calling +86 216 080 7200 phone number 0 0 users reported that they have UNsuccessfully reached Booking.com by calling +86 216 080 7200 phone number

China

+852 29 558 700
+852 29 558 700

Click up if you have successfully reached Booking.com by calling +852 29 558 700 phone number 0 0 users reported that they have successfully reached Booking.com by calling +852 29 558 700 phone number Click down if you have unsuccessfully reached Booking.com by calling +852 29 558 700 phone number 1 1 users reported that they have UNsuccessfully reached Booking.com by calling +852 29 558 700 phone number

Hong Kong

+60 322 967 800
+60 322 967 800

Click up if you have successfully reached Booking.com by calling +60 322 967 800 phone number 2 2 users reported that they have successfully reached Booking.com by calling +60 322 967 800 phone number Click down if you have unsuccessfully reached Booking.com by calling +60 322 967 800 phone number 1 1 users reported that they have UNsuccessfully reached Booking.com by calling +60 322 967 800 phone number

33%
Confidence score

Malaysia

+63 29 882 000
+63 29 882 000

Click up if you have successfully reached Booking.com by calling +63 29 882 000 phone number 5 5 users reported that they have successfully reached Booking.com by calling +63 29 882 000 phone number Click down if you have unsuccessfully reached Booking.com by calling +63 29 882 000 phone number 9 9 users reported that they have UNsuccessfully reached Booking.com by calling +63 29 882 000 phone number

Philippines

+65 66 033 400
+65 66 033 400

Click up if you have successfully reached Booking.com by calling +65 66 033 400 phone number 3 3 users reported that they have successfully reached Booking.com by calling +65 66 033 400 phone number Click down if you have unsuccessfully reached Booking.com by calling +65 66 033 400 phone number 5 5 users reported that they have UNsuccessfully reached Booking.com by calling +65 66 033 400 phone number

Singapore

+27 216 812 520
+27 216 812 520

Click up if you have successfully reached Booking.com by calling +27 216 812 520 phone number 24 24 users reported that they have successfully reached Booking.com by calling +27 216 812 520 phone number Click down if you have unsuccessfully reached Booking.com by calling +27 216 812 520 phone number 18 18 users reported that they have UNsuccessfully reached Booking.com by calling +27 216 812 520 phone number

14%
Confidence score

South Africa

+886 287 268 300
+886 287 268 300

Click up if you have successfully reached Booking.com by calling +886 287 268 300 phone number 0 0 users reported that they have successfully reached Booking.com by calling +886 287 268 300 phone number Click down if you have unsuccessfully reached Booking.com by calling +886 287 268 300 phone number 2 2 users reported that they have UNsuccessfully reached Booking.com by calling +886 287 268 300 phone number

Taiwan

+971 44 358 200
+971 44 358 200

Click up if you have successfully reached Booking.com by calling +971 44 358 200 phone number 8 8 users reported that they have successfully reached Booking.com by calling +971 44 358 200 phone number Click down if you have unsuccessfully reached Booking.com by calling +971 44 358 200 phone number 2 2 users reported that they have UNsuccessfully reached Booking.com by calling +971 44 358 200 phone number

60%
Confidence score

UAE

+54 115 296 5600
+54 115 296 5600

Click up if you have successfully reached Booking.com by calling +54 115 296 5600 phone number 0 0 users reported that they have successfully reached Booking.com by calling +54 115 296 5600 phone number Click down if you have unsuccessfully reached Booking.com by calling +54 115 296 5600 phone number 0 0 users reported that they have UNsuccessfully reached Booking.com by calling +54 115 296 5600 phone number

Argentina

+55 113 956 4000
+55 113 956 4000

Click up if you have successfully reached Booking.com by calling +55 113 956 4000 phone number 0 0 users reported that they have successfully reached Booking.com by calling +55 113 956 4000 phone number Click down if you have unsuccessfully reached Booking.com by calling +55 113 956 4000 phone number 0 0 users reported that they have UNsuccessfully reached Booking.com by calling +55 113 956 4000 phone number

Brazil

+52 555 047 1800
+52 555 047 1800

Click up if you have successfully reached Booking.com by calling +52 555 047 1800 phone number 0 0 users reported that they have successfully reached Booking.com by calling +52 555 047 1800 phone number Click down if you have unsuccessfully reached Booking.com by calling +52 555 047 1800 phone number 2 2 users reported that they have UNsuccessfully reached Booking.com by calling +52 555 047 1800 phone number

Mexico

More phone numbers

Booking.com emails

customer.relations@booking.com

100%
Confidence score: 100%

Support

marlen.penner@booking.com

100%
Confidence score: 100%

Support

customer.web@booking.com

100%
Confidence score: 100%

Support

customer.service@booking.com

100%
Confidence score: 100%

Support

More emails

Booking.com address

Herengracht 597, Amsterdam, 1017CE, Netherlands

Booking.com social media
Checked and verified by Janet This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more

Nov 13, 2024