Booking.com
Reviews and Complaints

I travelled to Kenya today July 17 on Kenya Airlines flight KQ 0761 and paid for a taxi via the Bookings.com website. booking reference: [protected]. Name Tiekie Barnard. I was booked to go to the Pride In, Royal Orchid Azure Hotel, Lantana Rd, Westlands, [protected], Nairobi, Kenya

Flight arrival time: 17:15

Pick-up date: Sunday, 17 July 2022

Journey provider: Hospitality Group East Africa Limited

I dutifully followed the below instrucitons and then proceeded to find my driver

1. After passport control and baggage claim, make your way to Arrivals.

2. Look out for your driver who will be holding a sign with your name on it.

The flight arrived a bit early and I waited outside as I thought the taxi might not have arrived yet. I walked up and down looking for my name but there was nobody. I tried to phone the Taxi Service called Hospitality Group East Africa as I had to google their number as it is not on the booking reference. I used the number +[protected] there was no repsonse.

At no time was I contacted by anybody as I was waiting. I then had to pay for another taxi to take me to the hotel and will expect a re-imbursement.

Many Thanks,

Tiekie

On 13th may, 2022 I was checking a hotel at booking, com and I found one which I decided to reserve it for my upcoming trip for my daughter cancer treatment. At the time of booking the information on the booking.com site clearly states that the booking is free of cancellation until 22nd may 2022 not only that it also states that they will charge me on 20th may 2022 clearly mentioned at the time of booking/reserving the hotel.

But what the booking.com did they charged me on 13th may 2022 the moment I entered my card details instead of charging me on 22nd may 2022 which made me cancel the booking on the same day.

The same day I called the booking.com customer service and explained them all the details and reason for the cancellation and I was told that they will contact me the next day with more information on refund, the next day I did not received any call from the customer service and decided to call them back and spoke with the booking.com customer service and I was assured by the customer service that within the period of 2 week my money will be refunded back to my account and I trusted them with there words.

One month passed as I was busy with my daughters medical treatment I could not followup the refund later receiving the bank statement I realised the money was not refunded to into my account.

I decided to call booking.com customer service this time they came up with new story that the booking policy was not free of cancellation and therefore they have requested the hotel to consider our request and authorize them to refund me back.

Days and days passed but I did not received any feed back from them so decided to call them back and they always came up with the different stories they also told me to contact the hotel reception directly and I decided to do so. I called the hotel reception and explained them the situation and they told me that we are not the one who have charged you its booking.com who have charged me so please contact them and not us.

I again called the booking.com customer care and told them what hotel manager told me but still they told me that the hotel are one who has charged and not them.

At the end they refused to refund me my money telling that I hotel have refused to refund the same.

The booking was done on 13th may, 2022 at 21:42:42 and the same was cancelled on 13th may, 2022 at 21:45 and the same day I had called the booking.com customer service.

Check in date : 2022-05-24, and check-out date 2022-05-27

Confirmation: [protected]

Pin: 6436

Hotel name: hôtel la sanguine

Bookign, com have done day light robbery they have charged me for a service which I have not used and for the service which was cancelled the next minute of the booking.

The money they refused to refund me was a part of donation which I had received for my daughter cancer treatment.

For a women like me whose struggling for her daughter cancer treatment pleading everyone for money and donation so that I can save my daughter who in a 3rd state of cancer, every penny counts and booking.com stole from gbp 413.45.

I requesting the higher authority to help me in it I would appreciate as im getting no positive from customer support

Thanks you

The night in the Royal suite studio was cancelled from Booking, since the studio was no longer available, but the amount for 1 night was still withdrawn from the credit card provided in the reservation process. The hotel owner said that Booking should have informed us that the room is not available but that never happened.

Card holder: Rosica Moskova

I would like to get the amount transferred back as soon as possible, as I have not stayed in the hotel.

Let me know if you need anything additional from my part.

You can contact me at [protected]@gmail.com

Thank you in advance!

I cannot lodge an official complaint with booking.com about the extremely sub-part service I am currently receiving.

As most Internet sites booking.com pretend they have options to accept complaints, however the site mysteriously do not recognise my email et the final stage of the complaints procedure. (Email that they possess/ under which i have been registered for the last 10 years) You are redirected to their phone line, which emmediatly indicates that they are not taking calls as the lines are overcrowded and suggest that you lodge a complaint directly on the site.

The official complaint below that I cannot make:

dear sir/mam

Firstly I would like to indicate that the booking.com site for this reservation does not mention that the keys must be retrieved at another location prior to booking. it is only once the booking is confirmed that it indicates that retrieval must be made elsewhere, which is not fair to travellers. I would not have chosen this option had I known about this detail.

When I picked the keys up, from a retrieval box, there was only 1 set of keys which made it impossible to circulate with a party of 3. (there are 3 keys, and 3 badges for access to the swimming pool and enter/exit the property) The rental agency indicated that I should once again come to the office to pick up the keys. which would have been another wasted morning as they don't open till 10 o'clock in the morning.

when we finally made it to the apartment the parking directions where insufficient (avenida de mexico) could not be found on any GPS (garmin professional or Google maps.) We therfore had to walk around the neighbourhood to find the correct road.

once in the apartment there were no instructions or details in regards to the running of the establishment.

1.) no WiFi. I waited a full rental day to have access to WiFi which in this day and age is totally unacceptable. when contacted the agency repeatedly gave me the wrong information. we figured it out with Asiel the local superintendent. to this day the agency has no idea of the actual WiFi and password.

2.) there are no manuals for any of the electronics in the apartment. (washing machine, TV, Internet, oven, dishwasher, air conditioning) which makes it extremely complicated to operate any of them.

3. there are no indications of the day to day running of the property.

such as: pool schedules, equipment rental possibilities, bin disposal times (you can be fined if you dispose of rubbish prior to 9 pm) or even how to leave the apartment.

4. My rental deposit of 200 hundred Eur (which they asked for 3 days before arrival, under the threat of not getting the keys, has been debited, and not reserved from my credit card.

5. the staff, although kind, where absolutely distant from my problems and refused to ever give me indications as to when they would fix the problems. they would randomly send me text messages with basic instructions that would not sole my problems.

Overall I lost more than 1 full booking day to figure out and fix all of the problems without so much as an excuse from the rental agency.

when I asked to lodge a complain the rental agency refused to accept it and indicated that booking.com was the only possibility.

As a loyal client to booking.com who has never needlessly complained or asked for any return, I expect a refund of at least a full day of booking if not more. I also expect you to treat this request seriously and not pass it off as the agencies problem. I made a rental with booking.com and expected to find the same quality service I have usually found at the properties that you propose.

This was my first holiday, post Covid as a family, and I am highly disappointed by the quality of the service and standards I received.

in the hopes of a prompt and efficient reply, I remain available for any details or questions.

Bought a flight on may 13 2022 from Air Transat on booking.com.

The cancellation option on the Air Transat website says that there will be a refund for the cancellation less 150€ of cancellation tax so after emailing booking.com 3 times called and finally I cancelled the flight.

I contacted Booking customer service many times asking for the refund and 2 months later got a refund of 14,84€

After contacting booking once again they said the product is non refundable. Even after they said it was and proceed with it.

Please find the email from the Bank along with the credit card statements for the fraud that occurred.

There are two transactions dated 20JUN22 for EUR 1558 each plus charges favoring merchant "Barter".

The attached documents were uploaded earlier, however, due to the file size required the statements had to be converted to a lower size.

We have been providing these documents right from the start of this dispute since 21JUN22. There is no fixed person we can contact and neither is there a fraud hotline by which we can communicate with anyone and this is getting very frustrating.

Please note that the fraudster had all our booking details and posed as the owner of the apartment that we had reserved. The whatsapp message also had the picture of the owner that we saw on Booking.com. At the time we were contacted, the ad on Booking.com showed that there were no more vacancies at the property.

We then tried to contact Booking.com as well as the property at the time but were unsuccessful on both occasions.

We will be traveling to Portugal on 13AUG22 with Kids and we are looking for a resolution before then.

We have discussed with the following :

BrookLynn P. from Customer Service

Grachel Mae S. from Customer Service

Araceli R. from Customer Service

Pedro N. from Customer Service

Marwan Adss from Customer Service

Dimitrios L. from Customer Service

Wayne Khyle M. from Customer Service

Jeanette M. from Customer Service

Bianca B. from Customer Service

Hanneleigne G. from Customer Service

Camille C. Booking.com Customer Service

Tatiana L. Booking.com Customer Service Team

Mahmoud T. over phone on 22 Jun 2022.

Best Regards

Hello,

I had a look at my credit card transactions and I found out 2 unauthorized credit card transactions made my Booking.com. The first was made on June 15, 2022 in the amount 153,71 EUR. The next unauthorized credit card transaction took place June 20, 2022 in the amount of 330,79 EUR. As at that time in June I was in Estonia and Lithuania where I permanently live, I could not be abroad and stay at some hotel.

I have tried dealing with the normal customer service department at Bookings.com, but am just being fobbed off with generic replies and have therefore decided to bring this very serious complaint to you before going to the national press.

I have been a customer of Bookings.com for many years, but this last occasion has shocked me almost into disbelief.

I am a lady of 73 years with an extremely bad back condition, unable to walk very far and am due to have more major surgery in the Wellington Hospital London next week.

I was on holiday in Spain and travelled back to London on Monday 25th June, as there was a rail strike on the Tuesday, I decided to stay in London on the Monday night for my early appointment on the Tuesday morning, at the Innbox, 2 Allitsen Rd, London NW86LB, as this was very near to the Wellington Hospital, booking the accommodation with Bookings.com. My taxi dropped me off outside the building. The accommodation was totally closed and locked up, so was the pub it was attached to. I knocked and banged on the door, but there was clearly no one there. It was around 9pm and I was stranded on my own in London. I tried calling Bookings.com but could not get through, nor could I get through to the 2 phone numbers which were associated with the hotel, both numbers were not in service.

As you can imagine I panicked as I could not walk very far and there was not another hotel in sight. I eventually phoned my son to call me a taxi which came later that evening and the taxi driver took me to the only hotel in the immediate area which was close enough to the hospital for the next morning. This hotel was the Danubius in Lodge Rd, St John’s Wood and opposite the Platinum Medical Centre. I was extremely shaken by the entire experience and could not believe that your company were and still are advertising this hotel.

I eventually got through to bookings.com on the Tuesday after my appointment, they told me that they would have to check with the hotel before they could refund my money, I explained that it was closed and they would not be able to get through, but they would not take my word for it. In fact one of your customer service agents just talked over me all the time so I could not explain the situation clearly.

I have emailed customer service and had a variety of ‘ Are you happy with Customer Service’ emails back since then, but still no satisfactory results and no one seems to be taking responsibility of this problem.

My flights were cancelled by the airlines and the airlines confirmed to me that they have issued the refund to my travel agent booking.com.

But it has been over 5 months, still booking.com has not issued the refund to me. They keep lying that the refund is pending from airlines, while i have also shared the proof from airlines that they have refunded it to booking.com.

Booking.com customer care dont even respond to my emails now. The refund amount is over INR 400,000

I am complaining about how myself and my husband was left stranded without no way of getting our key from booking.com office at Benidorm , we arrived at 11.15 pm and the office told us they would stop open while 12.00 midnight . But when we got there in a taxi the office was closed . We followed the instructions on their screen to allow us access to the key but when it came to paying the deposit for our apartment the card machine was not working , by then we was really upset and stressed . We had to take our cases and baggage all over to find a place to stay for the night , until we could eventually find Halley apartments who let us stay which was very kind of them at that time of night .We have the receipt of our stay and the next morning we went to booking .com office based in Benidorm and told them what happened , all she could do was shrug her shoulders and took our money for the deposit and gave us the key . This was really a bad experience we have ever had and since coming home , i have rung and emailed booking.com about this but nobody seems bothered and gave us 25 euros in which it do not cover the expense of another stay at a different apartment

Paid £263 upfront for 2 nights stay - room smelt stale but appeared to be clean room was cold and there was one old electric radiator to heat room which took 2 hours! Tv had no signal and was connected to what seemed to be an old style aerial - hardly any sleep as people screaming at all hours! Not quite the tranquil sea view room we had been expecting - woke up in morning and attempted to have a shower! Temp regulator button had been broken off! Tried everything to get a good temp but alas it was scalding hot and could not shower I then attempted a bath! Tap fully opened a sputter of water then no water! Had to wash in sink - not the standard I was expecting! At the very least washing facilities should be adequate! Floor tiles cracked and toilet pan cracked also! I spoke to reception who apologised but that was it! No attempt to offer a new room after giving it an hour to let them respond I made the decision the check out! Again they apologised but said they could not offer any kind of reimbursement! I feel like I have been robbed as I really didnt get anything except clean towels and bedding! This hotel was not what was advertised!

Dear Customer Services,

Booking reference: [protected]

I have just received my credit card statement and it shows that I have been charged twice for the same journey as follows:

17. 06.22 09.45 Pick up at Palermo airport . Charge £39.16

20.06.22 No journey Charge £39.54

I did not order a second taxi in Palermo. Please investigate and refund the amount of £39.54.

Warm regards

Sara

Professor Sara Chandler QC (Hon)

I had booked my flights and hotel reservation through Booking.com for 2nd September 2021 to Punta Cana from New Jersey, due to IDA storm hit, the airlines cancelled the Flights and there were no available flights for 4-5 days after that. So we called Booking.com their partners in customer service is Gotogate : We called them, they said we have not been notified that the flights are cancelled so we will not issue the application of refund and its is not our problem if the flights got cancelled, on our end the flight is still on so we will consider that you are boarding the flight, and if the flight is really cancelled we will not call to Airlines to find out, and you have to call yourself to Airlines and ask for refund, we did call the Airlines United Airlines and American Airlines, they agreed that due to IDA storm the flights have been cancelled and we will issue a Travel Credit of the Flight amount and the Airlines did send an email about it that this is the Credit confirmation code, use until September 2022.

Cut to we were deciding to go on vacation, when we started to book again wit the travel flight credit, it says this credit is no longer available, when we called both the airlines they said that we have issued a refund to Booking.com about your flights in February 2022. they showed us the proof that they have refunded, so we called Booking.com and thier partners GO TO GATE : they made us transferred from 1 department to another, we had to repeat like the same situations like 5 times, and the Customer representative Shankar D. started to talk rudely and hang up the phone on us.

we called again and the same thing happened, another agent called Homdraz instead of listening he started to arguing and raised his voice against us, he put on hold and came up with 2 choices, 1 choice he will transfer us to refund department and they will handle the case, 2nd option that we will cancel the flight for you that you did not go on to flight, and we are not sure that you will get a refund or not, we agreed to option 1 and he transferred us to Refund department, she made us wait 20 minutes and then she replies that we will transfer to frontline department you have been transferee to wrong department, and before even we could speak she directly transferred to Frontline, when they picked up call after 15 minutes, that guys was also rude and said we cannot help out here, you have been transferred to wrong department and we are like what is wrong with you guys you are transferring us to wrong department and he was like that's not my problem and he tranferred to booking department, we explained him again patiently and he didnt listen and said we can not do anything here and hung up the phone. we were on the phone like 3 hours and no solution was been able to done. it's not a small amount, the flights we booked cost us like around $2172.82.

THIS IS NOT AT ALL FAIR, THEY GOT THE MONEY REFUNDED FROM AIRLINES, BUT NOW THEY ARE NOT HELPING US TO GIVE US OUR MONEY BACK.

Dear Booking Team,

I had to cancel two bookings of mine, namely:

1. booking: TRAVELODGE WYNDHAM ORANGE COUNTY AIRPORT COSTA MESA, June 19-20. and 6 Motel Costa Mesa, June 24-25.

The reasons were the following. My flight of British Airways from Budapest to Los Angeles on June 19th was canceled by BA, hence I could not get to the TRAVELODGE WYNDHAM ORANGE COUNTY AIRPORT. However, I wrote about this to Booking.com immediately when it turned out at the Budapest Airport that I cannot arrive on June 19, because of the cancellation. And I was assured two times, that I would not have to pay, I can cancel without a fee. However, I checked my bank account, and it turned out, that the amount was drawn for that night and it was not transferred back to me.

2. booking: 6 Motel Costa Mesa, June 24-25.

My baggage was lost when I arrived at Los Angeles Airport on June 20, 2022. I was told later that I can pick it up at the airport. However, contrary to what the LAX United Airlines customer service told me, it did not arrive, so I had to stay in Los Angeles on June 24, hence I could not stay at 6 Motel Costa Mesa. BUT I also canceled this booking and got a message that I was able to cancel it without a fee. However, later I got a message from 6 Motel my stay was marked as a no-show, and the amount was drawn from my bank account, and it was not retransferred since then.

So, I would like to ask you to take measures that Travelodge and 6 Motel transfer back the price of the two nights I could not spend at their hotels, but which I canceled in time, and was confirmed that I can cancel them without a fee.

I also send printscreens of the emails about these cancellations below.

Pleases, answer a.s.a.p.

Kind regards

dr. Gergely Ambrus

gergely.[protected]@gmail.com

I am a Booking.com host. I have hosted their guests for over a year with no problem. Then in the last three months they have not paid me for guests who have booked and stayed at my property during that time. All I get is "We are sorry for your inconvenience. This is a Stripe issue." My contract is not with Stripe, it is with Booking.com. They owe me over $5,000. They claim they need to verify my bank account. The problem with that explanation is that they pull their commissions from that same bank account that they claim they need to verify every month. In addition to that, I also host through FutureStay who uses Stripe as their merchant account. I use the same bank account and Stripe has no problem issuing payouts to the exact same account that Booking.com says needs to be verified with FutureStay. I think they are blowing smoke. I know they are blowing smoke. I have now taken them to court to sue them for the money they owe me, plus interest and court costs.

I've been attempting to resolve a double payment issue.Booking.com charged my credit card and upon checkout I was also charged by the Hotel.

I've been since March trying to get a credit from Booking,com and have been told that credit was approved (June 6th) but that credit has not posted to my credit card account. Too much double talk and not enough action! Very Frustrated !

Booking Confirmation Number: [protected]

Emailed the Glenburn Hotel on 27/06/2022 - no reply. Booking.com are not responding to any messages via there app ‘manage booking’.

I booked a 2 night stay at the Glenburn Hotel through booking.com and changed my dates, which they approved and modified as follows:-

Check in: 7th August 2022 (was 19th June)

Check out: 9th August 2022 (was 21st June)

The Glenburn Hotel took two separate payments from my bank account in the amounts of £149.00 and £9.00?

Payment term you’ll pay when you stay at the Glenburn Hotel (which I haven’t yet).

I found a cheaper price on another website. Beginning on June 30 I sent several emails and phone calls requesting the price match. I was told it would be taken care of. Today July 2 I received an email from Booking.com advising the price was not available. Upon checking it looks like the room was booked sometime between last night and this morning and the link will not show the price any longer. I spoke with booking.com today July 2 who advised I need to send them a screenshot of the pricing, I do not have a screenshot and was never told I had to take one. I asked them where it was written that I needed to send a screenshot and was advised it is their internal policy.

_________________________________________________________

From booking.com on July 1, 2022 at 10:32:43 AM :

Hi Debra,

We would like to start by wishing you a lovely day. Counting you among our customers is something for which we are especially grateful.

Thank you for giving us an opportunity to serve you.

We understand you might have seen something different. If that's the case, send us a link to the offer you saw.

To complete your We Price Match claim, we'll need some more info:

• A link to the website with the cheaper reservation

• Price (including taxes, service fees)

• Meal plan

Please respond within 24 hours, and we'll do our best to honor your claim.

Whenever you need us, we're always here.

Have a lovely day.

Yassin A.

Booking.com Customer Service Team

I immediately replied on July 1, 2022 at 11:00:13 AM EDT:

Here is the link.

Please adjust my reservation cost to $553.00

https://booking.airriva.com/vrp/unit/BayShore_220-464-15

Thank you,

Debra Kingsbury

I actually started to ask for a reduction on June 30

Today July 2 I received this email and now on the phone they tell me I have to send a screenshot which I do not have:

Hi Debra,

First of all, I'd like to apologize for the frustration you've had with this reservation, this is never something we wish for our guests to experience.

When we visited the website you provided, we found that the page does not contain room price

because the dates 3/5 July are not available. The room type, dates, policy, and conditions all have to be the same.

We understand you might have seen something different. If that's the case, could you please resend us a link to the offer you saw.

To complete your We Price Match claim, we'll need some more info:

• A link to the website with the cheaper reservation

• Price (including taxes, service fees)

• Meal plan

Please respond within 24 hours, and we'll do our best to honor your claim.

Whenever you need us, we're always here.

Nizah E.

Booking.com Customer Service Team

No information on site that the resorts pool is under construction. I am paying $999.10 for a 3 night stay with no access to a pool. My stay dates are July 3d though July 6th.

I would like to see about a refund for this stay

This is a booking over the holiday day and higher prices are paid during that time,

I could have stayed at a cheaper site with a pool, had booking,com made aware on your site that it is under construction.

I am traveling from Pittsburgh PA which is a 6 hour drive from Atlantic city which will be another $250worth of gas - to travel to a "resort" with no pool

I booked a return transfer for my manager from Katowice Airport to her hold on the 26th June and her return on the 2nd July through booking.com. The service provider in Katowice was GR8 WAY Sp. z o. o. As an NGO, we are on a very limited budget. Unfortunately she missed one of her connecting flights due to the previous flight being delayed. I tried to change my booking online but their was an additional cost of over R4000/234 euros/$244. This may be reasonable in countries that have a strong currency, however ours is not. I called booking.com and they tried to contact the service provider but were unsuccessful, so an email was send to the service provider.

I did not receive a follow up email or call from booking.com, so I was unsure of what the situation was. I thereafter also tried calling the service provider and sent emails requesting the change in pick up times. I received no response until I got the details of the driver from the booking. When I called him, he was already on his way to the airport and checked with his office if the pick up can be rescheduled. They informed me that I had to make a completely new booking and pay for it. In desperation, I did so as my manager had travelled for 33hrs already.

Today unfortunately her return flight was also cancelled and a new flight booked. This meant that the pick up time was also changed. After calls and emails between myself/booking.com and the service provider, the service provider informed me that the booking cannot be changed and I should cancel it and book with another service provider. I subsequently did cancel the transfer. The problem is that they are the only service provider in the area that is listed on booking.com.

While I do understand that the service provider is running a business, I still believe that they could have been more understanding in this type of situation in which we have no control over. I feel that they lack empathy.