Booking.com
Reviews and Complaints

Booking.com emails offering rewards for bookings before a certain date are misleading and deceitful. You always offer rewards to encourage us to book and you say the offering ends on xx date - but it always expires on the day before. If you say it is expiring, then it actually is expiring at midnight on the day before you say in your advertising. It might be an issue with your understanding of English.

I learnt this with my recent booking in Lisbon and your deceit cost me about $150 in credits.

I no longer trust Booking.com. I now look to book directly with the hotels instead of trusting you.

On the 20th of October I booked a hotel room in Malaga Spain, and a taxi to take my wife and I from Malaga Airport to the hotel in Malaga city. Both through Booking .com. Our flight arrived on time. We followed the instructions given. But no taxi appeared. We waited for over half an hour, and got a message on our phone saying to look out for a Toyota Prius. But still no taxi appeared. Finally, in distress, after about 45 minutes, we had to hire a different, random taxi to take us to our hotel. As a result | lost the fee Booking.com charged me for the Taxi fare. It was approximately 30 euros. I demand to be reimbursed.

Details:

Flight number: EZY6863

Flight Arrival Time: Thursday, 20 October 2022 21:40

Origin Airport: GLA

Pick-up location: Malaga Airport (AGP), Av. del Comandante García Morato, s/n, 29004, Málaga, Spain

Drop-off location: Hotel Goartín, ES, C. Gerona, 32, 29006 Málaga, Spain

Hi, I am writing as a host, regarding the reviews of guests and the unfair system towards hosts. Basically, the guests can have the worst attitude and use and misuse everything, yet have the right to write any nonsense and in addition effect the score of the location which reduces the future guests. We as hosts have no rights to even score the guests on their behavior, being on time, cleanliness, etc. The only thing we can do it to reply and prevent them of reserving our place again! big deal! I am not sure why booking.com does not even bother to change the system, because I know many hosts are being challenged with this issue, you can find it on the community chat. Out of 50 reviews, only 5 very angry, rude with very strange and aggressive behaviour managed to reduce my score from 9.2 to 8.0 and each time when I talked to the customer service, they said "sorry but we cannot do anything and we cannot even delete the review because it is against our policy"! in one case they said may be eventually they realized they made a mistake! I therefore, would like to ask you to please review this issue and just for once see how many hosts are suffering from this situation. You might be surprised.

Hi'

I just cancelled my reservation at cozy apartment in Navigili with the free cancellation option, I don't understand why you charged me before ending the period of free cancellation, I cancelled because We decided to stay out of Milan the second and third night and wanted to reserve again at Cozy apartment for the first night only( Nov. 11th)

Thank you

Best regards,

Gury Meir

[protected]@leadsun.co.il

we booked flights in april 2022 5 pax return bne to ppp ion the 4/8/22 i received an email from booking .com sayiing our flights had been cancelled the customer care agent said that if we paid the tax there was another flight on the same day we paid $55.00 for the extra tax the next day we received an email saying that we could not get on that flight we then ask for a refund and have been waiting since the 4/8/22 this is a very frustrating time every time i call booking .com they say virgin have our money when i call virgin they say booking.com have our money so i called my bank who confirmed booking. com have our money

booking ref 40-[protected] pin # 3147

We have booked a room at Colors Urban Hotel in Thessaloniki. We chose the hotel based on the photos, 4 star rating, and breakfast included advertisement on Booking.com. When we got to the property, we were informed that we did not have breakfast included and that our rooms were booked for one guest each, when we had booked it for 2 guests each. The property charged us 20 euros per night per person additionaly, and informed us that we would not have breakfast. We went to the bedrooms and noticed that they were on a separate building next to the hotel, which is far away from a 4 star hotel. Our rooms are at best only 2 stars, the property is poorly lit, dirty, doesn't have a concierge, and it looks completely different to what was advertised on Booking.com. We have asked booking.com to cancel our remaining nights, but we have to wait 24 hours to get a response, which means we will be charged for a second night. I'm sure this property must have had problems various times before, but Booking.com continues doing business with them. Booking.com just cares about the comission they receive rather than their customers' wellbeing.

We booked an apartment in Marbella, Spain, for 7 nights from Monday 5th to Monday 12th September 2022. through Booking.com. Having looked at the Booking.com website, showing photographs and customer reviews etc. we decided that the Eden Roc Beachfront Apartments would be ideal for us, a couple in their late sixties. We paid a total of Euro1250.80.

The apartment was on the first floor, looking out to sea. It was listed as two bedrooms, in reality, it had one bedroom, then a bed in the living area either side of the dining table? The shower room was unclean and the shower fan inoperable. There was a full width window facing the sea, which was supposed to open in sections by sliding each section across to the left to give a clear view, in reality the window mechanism was broken and the first window pane jammed and fell off the track! So, we didn't dare try it again. Outside this window was a wide ledge, which ran the full width of the apartment block, so we could not leave any window open as other apartments occupants could access ours! Night time came and there were other residents further along the floor level, who were sat on the previously mentioned ledge, drinking, swearing and shouting ALL night, Delivery vans delivering to bars and restaurants and shops All night, so shouting, doors banging etc All night.

There was a motorised roller-shutter on the main (faulty) window to secure it at night which we used, but it did'nt quell the noise. Then there was what sounded like a sewing machine running All night. The next morning, having had no sleep, we raised the said shutter, to find a large ferocious dog trying to get in through our window! My wife freaked out at this, the dog was walking along this ledge from another apartment on our level. Later a cat did the same thing, so windows had to remain shut. it was about 38 degrees C and no Air-con! By this time we had had enough and informed the owner of our issues, he said he would speak to all other residents about the noise but we did not feel that the problem was resolvable that we were unsatisfied with apartment and checked out. We requested a refund less the amount for the night we had been in the apartment. He refused but stated that he would refund us if he could re-let for the remaining days. We went back 2 days later, the windows were open and it appeared to be re-let, the booking.com website stated that it was fully booked? but the owner still refused and then ignored any further requests. We had a further look at the photos on Booking.com, the first 16 were of another apartment, not ours, which was a lot better! Since this complaint from us, the Eden Roc apartments are still advertised but our apartment is no longer posted on Booking.com and the photos have disappeared! We feel that the apartment was mis-represented and not as it seemed from looking at the website. Very disappointed as a "Genius" level customer! There should be some protection for us customers when we are purchasing these properties On-line and unseen?

Booking.com did not acknowledge our (June 17) cancellation of a (February 28, 2022) reservation. Consequently, Playpark Lodge charged us for a cancelled reservation.

On October 16, 2022 we received a notice that a safety deposit would be required for the stay at Playpark Lodge. Needless to say, we tried to fix the problem, but Playpark Lodge alleged that only Booking.com could cancel this reservation. We also tried to fix the issue through your Customer Service to no avail due to a lack of reservation info.

Enclosed we are sending a copy of the information that the lodge was able to provide to us, which follows for clarity's sake:

Playpark Lodge

Guest: Paulina Pommerenke

ppomme.[protected]@guest.booking.com

Check-in: Oct 16, 2022

Check-out: Oct 18, 2022

2 rooms for 2 nights

Chanel: Booking.com

Booking number: [protected]

Received: Feb 28, 2022

Cancelled this reservation on June 17, 2022 with Booking.com

On a final note, ppomme.[protected]@guest.booking.com does not match Paulina's [protected]@gmail.com account email.

Never had problems with Booking.com in the past. I hope this complaint helps to clear this nasty issue.

Appreciatively,

Joseph Rotger

[protected]@gmail.com

(on behalf of Paulina Pommerenke)

I was shocked to find that my account was debited to the tune of $184.67 this morning with the following description:098WNV1223064*Ag/POS/WEB PMT HOTEL ON BOOKING.COM.

To the best of my knowledge, I was duly charged on all the places I booked for this last couple of days, except for the accommodation in Italy which unfortunately we couldn't gain access because the office where we were to collect the keys from was closed and we couldn't reach them. I duly sent a message that we were there but couldn't gain access to the place.

Kindly reverse that debit because we didn't gain access and not because we didn't show up. My card number is 4696...061285

Thank you.

Bruno Brume E.

I received 2 emails saying my reservation for may 2023 in new york is canceled. I did not cancel it. We are going to new york their app also says the reservation is cancelled. Wtf. It is impossible to reach anybody for help. 11/1/22. They did not have permission to cancel it, we did not cancel it. Hotel says it’s still valid. I will never use them again

On the 4th October I called the booking.com customer service and make a simple change to the return flight date for my son's booking. THey charged me the fare difference over the phone and took the payment via credit card.

4 weeks later I have still not received any confirmation of the change.

I have been calling the customer service since the 5 October and they transfer me from one department to the next with no resolution. It is now 1 November and I have been on the phone for 2 hours being transferred from one person to the next. They now tell me the change I made on the 4 October was not issued and now there are no return seats for the date I changed and paid for.

This is an absolute nightmare! They have been saying for 4 weeks that someone from the 'Concern Department' will contact me - and not one single person has contacted me.

I just don't know what to do anymore.

I don't understand why it is so hard to confirm such a simple change. Now I can't find his flights at all.

Hello,

. The only info on my credit card statement is the purchase date (9/28/2022), merchant name which is BKGBOOKING.COM HOTEL [protected] NY. and the charge $648.36 (US Dollars). I called the number, and the recording demanded a confirmation number which I could not provide. My wife and I were home all of September.

Consequently, there is:

1. NO Booking number or PIN for this charge, consequently I think it is fraudulent.

2. My email address is [protected]@msn.com.

3. There is NO ACCOMODATION NAME OR ADDRESS

4. There is no check-in or check-out dates

I already sent a copy of my statement with the charge in question highlighted in yellow.

I am hesitant to send the first six digits of my credit card number, but the last four digits are 3611.

I do not intend to pay this charge and will work through my credit card company if you cannot verify this charge.

Thanks. Walter Alessi

In September we booked a hotel on what we thought was the island of São Jorge in the Azores. When I put in my search for that particular island, it broadened the search to another in the Azores, São Miguel, which was 241 kilometers away! I had no idea that it would do that and was totally unaware of the hotel being on a different island. When we arrived on São Jorge, we discovered that the hotel wasn't on that island! We were fortunate to find a vacancy in another hotel. When I contacted booking.com customer service to ask for a refund on the hotel, they assured me that they would look into the situation. We have waited weeks after our first contact with customer service and still haven't received a definitive response. We been in contact several times since then with basically the same response: "someone there will get back to you within 24 hours." I feel that they are trained to give you the runaround.

I attempted to get a reservation Quality Inn and Suites in Wytheville, Va for 10/28/22. This is a hotel I have stayed at many times and recognize the picture. The confirmation came back on the website showing that it was for Comfort Suites in Wytheville on Nov 25 2022. I immediately cancelled it and the computer returned a confirmation of the cancelled reservation. However the charge to my account went through as a cancellation cost for 104.97. I attempted on several occasions to call the Comfort Suites to confirm the cancellation but each time I was met with no answer and the mail box is full.

I did finally call Quality Inn and Suites to make a reservation there. I would like the 104.97 credited to my account. There were no warnings about cancellation of reservations in this session on Booking.

as part of my booking, booking .com offered a free taxi to the property.

i have screen shots off this and thankfully kept copies.

once booked they would not stand over the offer...instead said that i did not spend enough to avail of this offer.

this is factually incorrect ...and i tried to book again and was offered the same deal.

i told them to try to book to see for themselves...24 hrs later the offer of free taxi is withdrawn...but customer service still saying im in the wrong!

i booked 26/10 Confirmation: [protected]

The previous tenant of our hotel owed money to booking.com

Booking.com are asking us to pay a huge deposit because of the previous tenant (of which none of us are connected with).

Multiple false promises and lies from booking.com and still unresolved.

Booking.com promised us that if we logged into the old tenants account (they gave us their login and password) that they would activate after we pay some money.

Booking.com staff also deleted chats in the telegram app after communicating with staff.

Dodgy, very unprofessional and unethical!

CONFIRMATION NUMBER: 2165.126.179

PIN CODE: 8997

Dear booking Agent,

I would like to express my frustration and how upset I am from the notification that I received from the hotel that I have booked thru your company.

Last Thursday (Oct 20th) I received a WhatsApp message that the unit that I reserved was sold, not they are offering me an alternative which is much expensive from what I have ordered.

For me, booking was always a safe site to order from, without having any special surprises like this, now I need to search for another hotel for my trip, high chances that the prices will be higher.

I would like to get Booking support for price relief for the next new order that I will have to do.

Waiting for your replay back.

Thanks

Eyal Greenblatt

P.s

eventually we decide cancel but and i was expecting that

There is not something that can happen with residence which you enable for Booking.com!

it was not mention in any note that accidently such issue can be encounter

Me and my friends booking two rooms for 3 days in Rome using booking.com. We never came to Rome because our flight was canceled because of strike on Italian airport. We send message to hotel after we get information about cancelation. We send message that we will not arrive because flight was cancel because of strike and we don't have another way to come. We ask for refundation, and hope that they will understand that this is not our mistake. We think that it's ok do pay one day, but not 3 days. Hotel probable know for the strike before than we, but they don't have understanding for us. They don't acepted any explanation, thay don't wand to refund and that is finished. We ask booking for hrlp in this arbitration but we don't get the help. The contact hotel, and hotel refuse to bavk the money and that's it.

I hired a car through Booking.com website and was surprised when collecting the car by a "Premium Location Fee" of 14 euros that was mandatory when collecting a car at the airport but that was not informed in any of the T&Cs when renting the car with Booking.com even obviously selecting the pick-up/drop-off point in the airport. The price advertised by Booking.com was misleading and it appeared to be cheaper than on other sites, however the truth is that they were hiding this mandatory fee from the customers. I tried contacting the customer service (ref. [protected]) and was extremely poorly attended, almost offended by their attendant, Nathan, that used large fonts to reinforce parts of his message when replying to my complaint. 

8911 Sydney Avenue, Kissimmee, 34747, United States

14 August 2022 - 28 August 2022.

Confirmation: [protected]

Arrived late Sunday 14th, noticed algae in the pool next day. Reported it by email. They said it was fixed but the pumps were not working.

More communication email Friday 19th

"Morning,

The blinds are fixed thanks.

Unsure if the pool has been fixed. Comparing with others the filter pressure? is on zero whereas others are higher and working. We can see bits through the plastic viewing part of the filter. The water doesn’t circulate as much as other pools. We are concerned if we use the pool and the water is not clean we or the children could get ill.

Thanks

Steve"

The issue was only resolved on the Saturday, so we were only use the pool for week of our stay. Photo 15 Aug showing Algae. video 20th (5309 pumps not working) 21st Aug pool fixed 5319.

Stephen Horgan