Booking.com
Reviews and Complaints

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.

Daughter booked flight last Aug for 2 adults, 1 child from Pittsburgh to MCO for Dec 7-17th. Sept, 22 she went into full cardiac arrest, placed on a ventilator. We got hold of Booking, explained what happened, sent her father's POA papers, to no avail. Her flight ALSO had been changed so she was within her rights to cancel. All I got was run around. Got hold of Spirit and Allegient Airlines who were kind enough to refund her money. but apparently Booking.Com used 2 of their OWN credit cards and the full refunds went back on those and not my daughter's. Now they say they cannot find her confirmation no, which I have, and cannot get hold of a REAL person. I have been dealing with this nightmare since September, as I deal with my daughter still in the hospital on a vent after 3 more cardiac arrests. They are holding hostage of my daughter's fully refunded money from the airlines. That is almost $900 of my daughter's money, which she also has 2 children to support. This if beyond frustrating and I feel like this company has stolen her money. I want her money refunded to her. I have all the paper work and letter also from Spirit showing their refund.

Hi, I would like to lodge a complaint for unfair price difference being charged by booking.com partners for flight booking- Gotogate. Flexible ticket is supposed to be only price difference on the change date. I have checked the price on Cathay website, gotogate website and booking.com website and tickets for 20th March 2022 are around the price I paid for original ticket for 13th March. I am attaching proof of screen shots taken now and I am very disappointed at $413 which is being unfairly charged to me. This is a very bad experience with Booking.com flights booking and I would like this to be investigated. I Look forward to hearing back from you at the earliest possible.

Customer reference 40-[protected] - Rebooking

I can provide screenshots of the actual price showing online at the time when I'm being asked extra $300.

King Regards

Madhu Aneja

We booked our holiday accommodation through booking.com.

We have been struggling to get hold of the Lodge so we tried contact Booking.com. The number they have does not exist. How do we sort this out if we can't speak to anyone at Booking.Com ...You are the ones that have the accommodation listed on you site so you assume that all is legit and that you should vet the companies before adding them to your site. Very pathetic customer service.

We have booked our holiday from the 17th March-21st March 2023. I have tried contacting the lodge so I could get some information before the holiday. I have called, emailed, sms'd and I have received NO REPLY from the Lodge. The service is pathetic. Feels like this place doesn't even exist.

If this turns out to be a scam, I will pursue legal action against booking.com.

Kind Regards

Charmaine Buitendach - [protected]/ [protected]@gmail.com

I am a neighbor in the same neighborhood as this vacation home. The home is listed on the site as 'Forever I Love Atlanta' and is located at 1032 Smith Street. For the length of time that the home has been for rent, it has been rented out nearly every weekend for parties. There are not limits on the number of guests, so the parties can be over 100 people, resulting in large crowds in the yard and on the street until very late at night.

The noise, parking, and drinking all all nuisances in this neighborhood. The property is not in a location conducive to big parties. Our homes are very close together, we have limited parking and narrow streets. There are several young families and elderly living nearby.

They took money out for two nights book at the art adnate hotel in perth but because the e booking book same date at Hyatt then we need to cancel but they won’t let us do they took the money and they told us we can stay at march 5 to 6 to adnate and all

Paid then when we arrived with my kids friend took us 5 hours waiting but they never let us stay because the adnate hotel asking payment even I got confirmation I don’t need to pay but the adnate won’t let me and I offer cash payment and card the bond they told me not acceptable and Kids cried because we where there for 5 hours pathetic hotel and e booking and so we left looking somewhere to stay till 9.39 we found place to stay but the adnate taken mo ey out to

My account y how pathetic is that [censored]

I booked the check-in time of "Morrisvill Hotel" online. After payment,I received the order notification from Booking.com, and suddenly found that the check-in and check-out time of Hotel was written incorrectly. I immediately contacted the Hotel.The customer service told me that the time change can only be made by Booking.com change. After contact Booking.com customer service, they tell me that the time change can only be made by Hotel change. Then, I communicated with the above-mentioned two companies for more than 3 hours. I tell them that I only need to change the order time, not the return order. The two companies evaded each other, and they all think that they have no responsibility to change my order time. In view of this, I hope the Complaints Committee can help resolve it in time.

Arrived Friday evening at the accommodation to find no way to enter, called the number on the B.com booking confirmation and it was a disconnected number! Managed to find another number spoke to an angry owner who passed me on to an angry property manager who advised the listing I had booked and paid for on B.com was fake, as they only advertise on Airbnb.

Immediately advised B.com of this and I went to find, book and pay for alternative accommodation, there was 1 night available at a price I was able to pay, so I booked it and had to book a second accommodation for the following 2 nights of my stay. Hours after my initial complaint (and the check in time) B.com sent a templated message advising me that the accommodation had cancelled the booking due to non-payment!?... I had in fact paid days before the check-in date, following multiple emails received from B.com requesting me to... and whoever cancelled was in no position to do so as they didn't even manage or own the property!

I had to push B.com to remove the fake listing so others couldn't book and pay for it and suffer the same as I had - they did after a few days.

I also had to push for a full refund of the original amount I paid on the fake listing - they did after a few days.

And now, as I had to pay €195 because of their issue, I am pushing them for compensation...it's been 11 days of me contacting them and today I got a pathetic €18,83 in credit on their site! They said that's the difference between the cost of the original accommodation and the cost of the replacements... true...but the original accommodation was never available for B.com to sell in the first place!

The level of customer "service" received has been disgraceful - the way I've been spoken to, the total disregard and lack of understanding/empathy over what's happened, I've even had my messages ignored for 5 days...I had to chase a response twice during that time, and to be given €18 and told it's compensation when you've paid €195...is just insulting.

Another long term loyal customer lost!

Oceana 202 West Address: 10116 Gulf Boulevard, Unit 202, Treasure Island, St. Pete Beach, 33706, United States of America Phone: +[protected] GPS Coordinates: N 027° 45.681, W 82° 45.990 Nov 12, 2022 1.0 Bad · this trip was cancelled since our flights were cancelled due to hurricane Ian hitting the same day, we were supposed to check in. Disliked · we couldn't get there in the middle of a hurricane, we paid $1645.00 for a trip we could not get to because of cancelled flights and a hurricane something that was beyond our control, and we cannot get reimbursed, this will be disputed with my credit card and my attorney will be in touch. This resort never even communicated the fact that the island was evacuNov 12, 2022 1.0 Bad · this trip was cancelled since our flights were cancelled due to hurricane ian hitting the same day we were suppose to check in Disliked · we couldn't get there in the middle of a hurricane, we paid $1645.00 for a trip we could not get to because of cancelled flights and a hurricane something that was beyond our control, and we cannot get reimbursed, this will be disputed with my credit card and, the resort never even communicated the fact the island was evacuated but yet they called the day after to ask if we were still coming and we told them we couldn't get another flight so we were reimbursed by the airlines, this resort literally refused to refund our money for a trip we could not take due to the hurricane, the people were extremely rude and could care less about the customers, keep your money in your pockets because this resort is just downright horrendous and have no empathy or compassion for people they just steal your money and provide zero service, just look at the fine print!

My credit card was charged 233.63 and I still had to pay Hilton Garden Inn Chicago and I have proof! Now, they stole my money, I have to wait! Booking. Com will only get my money upon arrival if I use them again! They are thieves who steal and not only do NOT give you your money but refuse ANYl compensation NO MATTER HOW “VALUED” you claim to be!I highly don’t recommend! They also promised free breakfast with reservation (that doesn’t exist) but neither does breakfast!

I regrettably pressed on wrong date and cheapest option which was non-refundable which was NOT made clear and I could not get a refund within 5 minutes of my booking. The dates I actually needed were NOT available.

I contacted vendor of property immediately to see if they could help but I was just told it was my own fault!

I am devastated as it was £90 and I was left without accommodation and no way of using money to rebook other accommodation on the same site.

Booked a rental car from booking.com for 136.79 when I arrived at the rental company I was told I would have to pay another 277 dollars on top of the 136.79. The 136.79 was billed to my credit card. I did not agree to pay for the 277 dollars so I returned to the airport to rent a car from there I did not get the car from the rental agent so I would like to get my 136.79 refunded because I never got the car I rented a car on my own at the airport at dollar rental. If you have any questions please call Ron Roberts [protected] conformation 73

[protected].

I am a partner (host) from Booking.com, id property no 8887960 Apartament M3 Gorjului in Bucharest, Romania from august 2022.
I've got regular monthly payments untill January this year when they stopped paying me.
Meanwhile I've continued to host tourists, hoping to be paid as normal.
My complaint: I havent been paid for December 2022 - payment due 01.01.2023 and January 2023- payment due 01.02.2023.
Reservations unpaid numbers are:

[protected]
[protected]
[protected]
[protected]
[protected]
[protected]
[protected]
[protected]
[protected]

Currently I snoozed my property to not work for nothing.
My several calls and messages to payment control department got no answers except automatic replies saying they investigate and revert.
Please, can you bring me closer to be paid as is normal to happen?
Thank you very much,
Your help will be highly appreciated.

The mobile app of booking.com is misleading. I went to book a room for my mother in Venice (Hotel Foresteria Levi), realised that the policy was non-refundable for the selected room so went back and selected the refundable option (as my father is having an operation and need flexibility). Booking.com booked two rooms instead of one - one refundable and one not. My credit card was charged. I contacted the hotel and they said it was my problem (bad customer service!), I then phoned Booking.com who explained that they would not charge the hotel a commission and that they could refund it - they sent the hotel an email advising as such. The hotel the refused, and I still have two room bookings and have paid for the room when I wanted the flexible cancellation option and to pay at the hotel.

28/10/2022

The Grand Hotel Scarborough came to stay away for a night with my boyfriend, when I went to check in they asked for ID even tho the booking was authorized with my card, I had the booking reference and proof on my phone. When I booked through booking.com it never said anything about having to be 18 to check in as minimum check in said 16, I am 17 my boyfriend is 18. The people were really rude & said to me "well you best ring your mum to come pick you up haven’t you" in a rude way when I said how am I meant to get home now. I have not spoken to my mum since I was 14. They then said I would not be charged, but then charged me the full amount.

Today I see Hotelsone.com on my discover bill. I cancelled my reservation [protected]) with the I Hotel in Champaign, Illinois on 2/10/2023 for 2/22 to 2/24/2023. I have been dealing with Mybooking.com and Booking.com to try to get my prepaid $474.84 refunded to my Discover account. They want a pin code which I cannot find anywhere and cannot reach any one to retrieve or get. And they claim my reservation number is invalid. Help!

No where did it say that the expiry was dependent on the property local time .

Your own staff don’t know the rules. Deepak told me that the promo code ran out on 3 February as it says expires on 4 February. Now you are telling me something different.

I am now formally complaining to you for wasting customer time and Booking .com need to take responsibility for rushing the promo through with poor instructions on when the promo expired.

The correct thing is for you to apply the code or compensate to an equal amount wasting my time and causing unnecessary stress.

I wait to hear from you.

Ana Shah

We reserved a hotel on booking.com and after totaling the amounts up found the had charged full price and there would be a cancelation fee of one night if we canceled. We called right away an talked with a customer service person for over an hour and sent links and screenshots as requested. She agreed we should get a refund. He supervisor overrode her and denied the refund. I called the next day and spoke with another customer representative and after more than half an hour was transferred to a supervisor who did nothing for me and said the proof I provided the day before which was accepted wasn't good enough and they can't look it up in there system. Proof is the burden of the customer.