Booking.com
Reviews and Complaints

Not true.chargwd by card moments after reservation sent pictures of how I could not cancel online. Canned bot responses. Same over and over. Not related to why can not can El online when keeps popping up the misnomer cancel for free now buttons.

Ai has taken over booking.com

Live and learn now resorting to filing dispute through credit card company.

Ask the rep

What is the weather like where you are.

Will not get a reply...

Bots do not know reality in the present time.

I booked a room at an INN through Booking.com in Venice Florida on 3/30/23. I checked in, got the key and went to the room. I found the sheets dirty, bugs in the bed, cockroaches everywhere, missing floor tiles, and dirty bathroom. I immediately went to the front desk to cancel my reservation and get my money back. The attendant told me that the manager would be back later that evening and he took my information. After multiple attempts to contact the manager, I called Booking.com to file my complaint and get my money back. They called the INN and the attendant confirmed what happened but said the manager would be there tomorrow. Booking.com rep told me they would follow up with me in 24-48 hours. They did not, so I called again. The rep I spoke with this time placed me on hold to talk to the INN. When he got back on the line, he told me the manager at the INN said they could not refund my money because I stayed the night (not true). He told me he would follow up with me in a couple hours (he did not). I immediately called the INN and the attendant I had been dealing all along answered the phone and told me nobody from Booking.com had called him, and again the manager was not there. I messaged the INN through Booking.com requesting my money back, After 48 hours of no response, I called Booking.com again and told my story over again. The pictures for this particular INN does not match the actual place and it is false advertising. She told me to send the pictures and videos to them so they can take action. She told me she was emailing me a link to upload them. I never received the link. I feel like they keep pushing me off by saying they will contact me back. I'm tired of calling and getting the run around.

Booking.com takes 25% commission from hotel bookings but takes mo responsibility of credit card fraud made by using information stolen from them. Never assume that Booking.com will protect you during your travels.

Since 14 years I have been booking most of my accomodation and transportation through Booking.com.

I have recently been robbed 8,528 Euros from my credit card through fraudulent cedit card charges made by phishing (using my hotel booking details and mobile number). These information used in phishing can only be acquired from Booking.com itself or from the hotel as confirmation emails do not contain my mobile number.

I contacted Booking.com customer support as soon as I became suspicious of the fraudulent charges. I submitted credit card charges, the phishing email, phone call history and a description of what happened. Booking.com denied any responsibility.

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I booked two hotels in Bali through Booking.com on 4 February 2023 with my credit card ending 0291:

9-14 April at Bulgari Resort, Uluwatu, Bali confirmation: [protected]

14-19 April Mandapa, a Ritz Carlton Reserve, Ubud, Bali confirmation: [protected]

I received an email on 7 March 2023 from [protected]@bulgarihotelgroup.com with the topic “Pre-Authorization” and having all my reservation details, asking for advance preauthorization in order to secure the reservation. In the email, there was the link https://reservationspreauth.com for typing in the credit card information, which I filled in (this link is still active). A few minutes later, a man telling he was from Bulgari Resort called and asked me to authorize two credit card transactions of 4,100EUR each (total 8,200EUR). I authorized the transactions through the app of my bank while the man was on the phone. These charges appeared on my credit card statement as from BITNOMICS +[protected]. I did not receive a confirmation email about these transactions from Bulgari Resort whatsoever.

I was called on 14 March 2023 from the number +[protected] by a man telling that he was calling from Mandapa Resort in Bali. He asked me to authorize two credit card charges of 4,264UEUR each (total 8,528EUR) to my credit card (ending 0291). This man already knew my credit card details. I authorized the transactions while the man was on the phone. I did not receive a confirmation email about these transactions from Mandapa Resort whatsoever. These transactions appeared as WALLBITEX EXCHANGE on the credit card statement. You can see the telephone call made on 14 March in the attached screenshot of my phone’s call history. The above mentioned telephone number belongs to Mandapa Resort in Bali.

I was called on 17 March 2023 evening again by the number +[protected] by a person telling that he was calling from Mandapa Resort in Bali. He told that there has been a mistake in the credit card transaction and the two transactions of 4,100EUR made on 7 March 2023 by BITNOMICS will be credited to back to my card and he will charge my credit card again with the same amounts. I told him that I will allow this only after I see my credit card credited. He told that the credit may arrive in a few days and he will call back then. Two charges of 4,100EUR each (Total 8,200EUR) were indeed credited to my credit card (ending 0291) on 17 March 2023 which appeared on the statement as BITNOMICS +[protected].

That is when I became suspicious about this credit card charges and called the number +[protected] which was answered by the Mandapa Resort and asked about the nature of these calls and transactions. The response was that these transactions were not made by Mandapa Resort and that they do not see in their records that I have been called from this telephone number. I informed my bank about the issue and they cancelled my credit card ending 0291.

I was called on 20 March from Whatsapp saying he is calling from Mandapa resort. The person asked me to authorize the charging of the two transactions to my credit card once more. I told him that I will not do this on the phone anymore and pay to the hotel when I arrive there. He insisted on saying that these charges were the hotel’s required procedure. I asked him to send me an email describing what he wants. He sent me an email from an address @bulgarihotelsgroup.com. This email does not have the corporate language and identity of Bulgari Resort at all.

On 22 March 2023 I called my bank to cancel the credit card and also called Booking.com customer center and described the situation to Joymae B. I sent several emails with attachment of all credit card charges, the phishing email, phone call history, bank dispute letter and a description of what happened.

Currently I have 8,528EUR robbed from me through fraudulent cedit card charges. The confirmation emails from Booking.com do not contain my mobile telephone number. So, the fraudsters must have gotten my telephone number either from Booking.com or from the two hotels.

I want full compensation of 8,528EUR.

We recently stayed in a property by Gia March 13-17.

First of all, I'm familiar with Phoenix AZ and know prices can eb and flow but the description of Gia's poperty did not match on where we stayed Picutres and location, plus it was overpriced. The pictures are a different location/property and was described Camelback East. Anyway, if you read my review you will notice that is not adequate at all! We are not that picky either but there were so many things wrong. I didn't get the actual address until I paid $200 deposit and provided my ID and contract ( I didn't have a problem with that as I felt it was a good idea to protect her property). I also got the feeling that the main office of the apartment is not aware of her booking this out ( as I was informed DO NOT go into the office) . The property also stated it had wash machine but it was not in the apartment but had a coin operated set up for all users to use. This property is not Modern ( It was Ghetto) I also feel that I paid too much for the 4 nights. So I'm not sure what I'm asking ( a partial refund?) I would not list this property on your site as it was deceptive and I did not see all those reviews ahead of time. I really try and read all the reviews but somehow missed how bad this is. Thank you. Susan and Dave Orwick [protected]

Reserved rooms in Guangzhou well in advance through booking.com and have confirmed reservation. However, now the rates have gone up due to Canton Fair busy time and so, booking.com.says that we need to pay 3 times the amount, otherwise they will cancell my booking

what a pathetic company - seems they do not know the meaning of "Business Ethics" at all !

I booked a ticket for two passengers on Spirit Airlines flying from Houston to the Caribbean for Mon January 16 · 05:30 - Mon, January 16 · 12:10 using Booking.com. I also bought a Flex travel option for flight changes during my trip.

After missing my flight on January 6, I called to make changes to my return flight. I was charged nearly $130.00 for the change and was confirmed that I was scheduled for another flight on Spirit.

Booking.com did not fulfill its obligation. Upon arrival at the airport, I was informed that Booking.com did not pay for the changes to my return ticket (the credit card they used was declined after several attempts). I had to pay over $500 for the changes from my pocket. The Flex option (costing $110.16) I bought from Booking.com was to cover payments to Spirit Airlines; however, Booking.com did not honor their obligation.

It is three months since my ordeal, and I cannot speak to a supervisor, manager, or someone who can decide on this matter within Booking.com, and no one can resolve the issue. I was routed to their customer "care" centers in the UK, California, India, and the Netherlands without help. On one occasion, I was told that someone would contact me and said that the matter would be resolved in 72 hours. To date, I am still waiting for a resolution.

I spent more than $240.00 on the Flex services plus $550.00 to Spirit Airlines for the change ticket that Bookong.com was responsible for paying. And no resolution.

This company heavily advertises in the USA and appears to be a responsible one with good customer service. My experience suggests this is different. Be careful using this company.

I was issued a refund notice from air canada for $1161.00, reference number is 259QYO, ticket #[protected] for Silia Marie Cooke. This ticket was booked with booking.com. I have been getting the run around from booking.com and air canada as to where my refund is, it was issued but I have not seen a penny. My daughter and I have been calling both air canada and booking.com and no one can tell us what happened to our refund, this has been going on since november 2022. Please help me find my refund!

Kathy Cooke

AVOID AVOID AVOID Martini Rooms Rome

Certainly avoid room 3 which is far too close to reception.

1. Reception was not open when I arrived at 13:00. Someone (who did not know how to operate the payment system) did arrive at approximately 14:00 despite a notice indicating reception was open from 11:00-22:00.

2. Toilet bowl, soap dispenser and fridge were filthy (photos available).

3. The toilet light switch and light didn’t work (photos available)

4. No top sheet on bed was provided.

5. Duvet and blanket were stained (photos available).

6. On two days there was no hot water.

7. There were loud, hammering noises sometimes for longish periods.

8. There was loud talking at the reception area.

9. In seven days the room wasn’t cleaned once nor was the bed linen changed.

10. No response or apologies from anyone.

Whoever owns/manages this establishment appears to be nothing more than a chancer/ opportunist.

According to a notice displayed on the apartment’s external door, (photo available) the accommodation allegedly appears on Expedia, Booking.com and Airbnb all of which should be ashamed of hosting it on their sites.

I made a reservation on the Booking.com site for the Hotel Mirante do Forte in Cabo Frio Rio de janeiro Brazil. The dates were from March 14 to March 17 2023 (Confirmation Number [protected]-PIN 3401).

I cancelled the reservation and the hotel charged the entire stay on my credit card.

I believe this policy is outrageous. It shows the arrogance of a group of people who loves to create rules for their own benefit, without any concern with the opinion of their customers.

I agree with the charge of one night as a reimbusement for the administrative costs, but not the entire stay.

I demand a refund of the extra days charged. I expect Booking.com to be on my side and protect their customers from inconsiderate hotels like Mirante do Forte

Antonio dacunha

[protected]@aol.com

Booked round trip flights for trip to Miami Fla for two, and now need to cancel one of those reservations.

I now will be traveling alone to Miami,

So to sumize the situation, I would like a refund for the price of that other ticket.

Passenger info Karen Jenkins is no longer traveling to Miami.

Thank you Michael

Customer Ref# 40-[protected]

Michael Royster

My wife and I booked a hotel room through Booking.com at a hotel called Hotolos in Hollywood, Florida for March 17, 2023 and paid Booking.com for it about a month in advance. We were completely scammed. Their site showed a photo of a completely different hotel that was much nicer. Hotolos turned out to be a dump, and when we arrived in the evening nobody was working there.

The reception area was dark and locked up, and while we tried to phone them for an hour, another 15 or so vehicles arrived with travellers who had booked and prepaid for rooms - some through Booking.com - and they were furious that the place had nobody working there.

We called the police, and they responded that there is continuously this problem at the hotel, and they would not come to help people anymore. So we were left stranded there in the middle of the night after a taxi dropped us off. Booking.com answered their phone when we contacted them, and apologized for our mess, said it was spring break and it would take half an hour or so for them to find us another hotel. They told us to stay where we were and check our email in 30-60 minutes. They never emailed us and it was now 1:00am. We found another hotel ourselves, in Ft. Lauderdale, which cost over $300 for the night. Hotel.com told us to go there and send them the receipt.

We took another taxi to this hotel in Ft. Lauderdale, slept a few hours, and boarded a cruise ship in the morning. When we got home, we sent Booking.com the receipt and they refused to cover it. They offered us a credit for about half the hotel's cost, to be used the next time we use their service. We will never use Booking.com again, and we want them to stand behind their promise to cover this Ft. Lauderdale hotel's bill. We also want them to cover our additional taxi cost. Booking.com turned out to be a Dutch company that scams people.

I booked 2 business class tickets from Perth to Hanoi and return on Friday.

24th of February and booking .com has taken the sum of $ 8,705.50 from my credit card account.

I did not receive any booking confirmation / number or flight tickets, I telephoned on the 24th of Feb your emergency telephone number and a lady answered and said she was in MAURITIUS BOOKING .COM CALL CENTRE.

The name of the person i spoke to was called JIYSSHDA

I explained the above and she said that booking com was having trouble processing credit cards in Australia and my money would be returned in 48 hours.

it has been 96 hours since that conversation and I still have no e mail confirming my booking number and no tickets or any returned money.

Clive Tarr

mobile [protected]

dated p28/03/2023

I booked a car ref:[protected] at Tenerife for 18thMarch. Nobody was at the airport to give me the car and the two phone numbers went unanswered. I was at the pick up point for over 3 hours queuing for help at other hire companies desks and I visited the site on 2 occasions, and nobody was there at any time. My hotel tried to phone direct to the 2 local numbers with no success, I have paid for this and require a refund of £219.43p & 41.72 insurance. I was forced to hire from another on site company. It was impossible to comply with your cancellation policy as I could not contact anyone ! I am a Genius 2 regular customer with 8 outstanding hotel bookings for this year.

Both Rental cars & Tourisprime have not responded to any contact . An employee of Avis cars said that I have to direct my request to yourselves.

Do you need any further info ?

Booking.com confirmed our reservation and days later unilaterally cancelled the reservation stating that the property was unavailable and asking us to reserve alternative arrangements. We did so make alternative arrangements. A week or so later, they reconfirmed the original previously cancelled reservation. We attempted to cancel within the stated time for cancellation. They refused. They are now widely know as dishonest scam like ...They wantonly ignore their legal and contractual obligations.

They were supposed to refund me as they took two payments, but after 6 months I still haven't received my refund.

I have emailed several times, called several times, every time either they say they will escalate it to their finance team or they say they will process refund in 7 days and then nothing happens.

They also sent email to confirm same details and the email they sent is from the noreplybooking.com, how do they supposed to get reply from noreply email.

I have told them over the phone all my issues and told them to resolve it asap but still nothing done, I am still waiting for my refund.

I was so frustrated so i lodge a complaint but still no response so i called them and they said we deal with customer complaint and there is nothing we can do apart from escalating refund to their finance team.

and again, nothing happened, no refund, no acknowledgment, nothing.

I am so frustrated with their extremely poor customer service. I have never seen such a bad customer service in my life. They do not care about their customer at all.

I will not recommend booking.com to anyone.

Please help me to file a complaint against booking.com

Booked hotel, booking confirmed.

Advised card declined but when I spoke with Booking.com they assured me the matter had been resolved and the booking was accepted. Hotel are adamant it is the fault of booking.com.

Dozens of phone calls to booking.com but always talked around in circles by call taker. Last one was Louis on 22.03.2023 at 20.30hrs who assured me he would ring me straight back. This is the last in a number of calls where I have been assured action would be taken and I would be updated.

Confirmation number

2942.840.269

PIN code

2614

Hi everyone, I'd like to know if the people from Home Away 2 contacted you already about the fact that due to a London underground strike on Wednesday 15-03 I had to stay at another hotel near King's Cross (Argyle Square Hotel 2222 Argyle Square Kink's Cross WC1H 8AS) paying an additional £110 for one night. I already phoned you last Wednseday evening from that hotel about this and also phoned the Home Away 2 owner asking for a refund for this lost day. He told me that he'd contactet you to ask for a refund for that day and confirmed me in a later phonecall that he had and that you agreed to a refund. Is this true? Of course the underground strike is the reason dor this fiasco, yes fiasco, I lost £ 110 that I would have had to spend on food and drinks and now I couldn't but I don't think they will pay me back. Can you please let me know? Thanks already in advance, kind regards, Constant.

Dear Whom this may concern

I am writing in regards to a number of reasons but more specifically in regards to a booking made at my property regarding: [protected]. I have called in at least 10 times regarding this reservation and none of the customer agents seem to be listening and making me go round in circles. My initial enquiry was in regards to establishing what time will the guest be arriving and also to finding out if there was a card put up against the booking.According to their agent who was a male on maybe my 6th call he confirmed that a card was registered against this booking and if the customer does not show, they will be charged in full. I downloaded their Pulse app yesterday and according to the app there is no card details associated with this booking. Every time I have enquired about this booking which checkin is due this Sunday the 19th of March 2023, I keep being told that the agent will enquire with the guest to establish what time they will be arriving and also to obtain their card details and that I will have a response within 24 hours. As of yet no response has been received. I then asked for the booking to be cancelled due to me and booking.com not getting a response so that my calendar can be open to those who do wish to book in which I have received different responses including I will have to wait for the guest to agree or confirm that they are happy to cancel or wait until the day of arrival to mark it as a no show.

Speaking to them has become extremely stressful and constantly repeating myself to their agents who keep deflecting from the fact that 1: I was actually told that there are card details used with the booking and 2: that you will not allow me to cancel this booking without the guest approval which is completely absurd to me considering it is my property and I should be able to accommodate who I wish without having to go through so many difficulties to establish their arrival. I am asking to be compensated on the two grounds that 1: I was given false information and 2: you will not allow me to cancel it, if the guest does not show. Everytime I have mentioned this to an agent, I am being told that due to my policies of taking payment directly from the guest that there is nothing they can do despite the fact of being misinformed by them and not allowing me to open my calendar for others to book. This in turn will potentially be leaving me at a financial loss simply due to a fault on their end and my policies are currently irrelevant to the advice given beforehand. I would also like to add at some point in January I had a no show along with no payment and one of your agents advised that my policies was updated to avoid this happening again. Please read this again as this is also being deflected.

Please treat this as a formal complaint as speaking to their agents and constantly repeating myself has become extremely frustrating and is currently giving me way more stress than I actually need cos no one seems to want to pass me to a manager or senior and no one seems to actually be listening to the outstanding issues from yourselves that have contributed towards this. I have asked them to listen in to the numerous calls I have made in the last 2 weeks regarding the matter alongside the other that was made to update my policies to avoid having no shows with no payment to support the reservations which was around the ending of January 2023.

Kind regards

Solange

Ref: [protected]

PIN: 1563

Flights from Glasgow to Tiree/return - name change for one passenger

For last 5.5 weeks I have been trying to have a name changed on a ticket (one out of 4 tickets in the group), and have been stuck between the airline and Booking.com. The details are on my account.

The airline (Logan Air) have confirmed that their contract is with Booking.com and so cannot take instruction from me. Booking.com, during multiple calls, have advised contradictory statements:

* Can't make the change on the online portal (which Logan Air have confirmed, but they advise that Booking.com need to call or email to make the change) - this has been advised several times

* Can't make outgoing calls

* Have emailed Logan Air with no response

* Have called Logan Air but no pick-up (they pick up every time I call them in a timely manner)

* No authority to make the changes due to restrictions which Logan Air place on Booking.com

*When I spoke to a Supervisor, they advised that it was Booking.com's responsibility to make the change - but was then email to advise unable to make the change

I am baffled as to why, as the customer, with a faithful booking with booking.com that I am spending hours trying to have a ticket name changed. In addition, I have been cut off several times, despite remaining calm but firm with the call centre. It's also very difficult trying to contact a Supervisor or Manager, or locate a UK telephone number. The outsourced call centre sounds like some operators are working in an environment surrounded by a lot of young children which makes understanding challenging.

I'm at my wits end, and so will try this complaint route before resorting to social media or researching my legal rights.

I've always found booking.com to be competitively priced and easy to deal with, but as I'm learning it's not so easy if a change to a booking is required.

I look forward to your timely response.

Thanks, Jen Grant

We checked in2.8.23 they couldn't find our booking on1.24.23.They called manager. We've got in Rm.116 which smelled cigarettes. (picture of fabric-softener stuck in Air vents) The sink had no stopper, left with big hold exposed. Room seemed to be last room. The noise from highway were noted. The next day, complained to Bryan who let us moved to 268 . But around passed 1 a.m., woke up with loud music band from the bars across the streets. We called security who he said he couldn't do anything until 3 a.m. the band would stop; he suggested and gave police phone #. I called at 1:46 police came. The band still played but lower in noise (got VDO). We moved to a new Hotel the next day, which was hard to find due to the week-end, price was high due to the convention was going on! We were disappointed of this Hotel as the advertising of "by Best Western"! By the way, we had not get the refund of 1 day cancellation that we did not stay. We have the receipt shows the refund going to put back in our card. I complained on March 6th before, but disappeared.