Booking.com
Reviews and Complaints

When we got there we was shown to the room they did not come in nowere to hange your cloths no chairs to sit on there was a small cupboard which had Ants othe top also Ants on floor under cupboard so packed up and left i can only on our room not upstairs our room was nothing like the advert we manage to get one night room at premier inn fo one night next morning we went home under the state of the room i have my money returned Kind Regards M Cox

This reservation made at the VP Jardin Metropolitano hotel for the 7/8 August 2 rooms was cancelled despite my mastercard having been debited by Booking and me sending photo of proof.

The hotel has cancelled the reservation. I cannot accept that if Booking charged the card on the 28 Hune 2022 at 11,23.41

Either return my money or make sure I get the rooms I had booked pls.

I have contacted booking via phone and email, no use!

Pls see photo provided.

I made a booking on booking.com at [protected]@summersands when I get to the premises the guard would let me in and says he doesnt know anything about a flat to let. I paid for my booking online.

So I had to find another place to stay.

I asked for a refund from booking.com but there's no answer.

I want my refund. It's unfair. If it's a scam I hold booking.com responsible and want a full refund.

We were supposed to stay there from 31st of may to june 1st 2022.

I'm still seeking refund.

Her is the reservation number: 3091.890.472

We received keys 4 hours after the check in time... at 7PM instead of 3PM... (this only is worth financial compensation)

I want full refund I was billed 106 euros when it was written 52 euros on booking... the appartement was in horific condition (worst of my life). - Insects in the appartement - trash left in the appartement so cleaning not done. - appartement picture we saw not reflecting the current state of the appartement. - not feeling safe in the appartement, (thin door no sound isolation.. would be impossible to sleep. Feeling like someone is breaking in constantly..)

I am now starting legal actions for if you don't accept. I have pictures that I am willing to share with you if you want to strat a dialog with me. I give you 10 business days to do so otherwise I will give you the bad review that you desurve on booking and start my legal procedures.

Thanks in advance.

Raphael

- I refer to health and sanitation issue encountered during the stay (insect infestation) at Suasanna All Suites Johor Malaysia on 23jun (booking ref [protected]) (https://drive.google.com/file/d/1vTCetn-xYvflb1FOm-UxyI-A_Oqv4kXI/view?usp=drivesdk).

- Requested for Hotel Reception staff to investigate issue, whom did NOT arrive after waiting for 1 to 2 hours.

- Went down to reception at 12.03am 24jun. Reception staff claimed he was changing shift. Was re-directed to speak with another staff (https://drive.google.com/file/d/1oxkKnZYd9RKwFT4mpZPB-krY_hVXDyyY/view?usp=drivesdk).

- Staff claimed issue was common at the hotel (https://drive.google.com/file/d/1fl1m6Ze6TKFTu5Vmgu_j-pJLAW7bR2VZ/view?usp=drivesdk).

- I refer to Duty of Care principle of Hotel and Travel Agency towards hotel guests. Issue was unresolved at time of stay.

- Booking.com staff were uncontactable at time of incident thru live chat (app) and call. Able to verify failed attempts to contact booking.com thru videos taken at that stage.

- Email was sent to booking.com on 24jun and 26jun, dispute resolution form submitted on 26jun 8.36am, detailing issue with relevant evidences. Till date (29jun) there were no reply from booking.com on the matter.

Hello,

We booked a romantic anniversary get away just before Covid hit in 2020, we've been trying to get there ever since. Our last booking we tried to arrange, we was told that the hotel has changed hands and cancelled our booking with no refund. We have e-mailed you before but not heard anything back. I work for the NHS, holidays were cancelled, and it was hard to arrange around Covid! We kept getting our stay cancelled. How can we get our money back? Your customer service is the hardest to get through to! We had given up but this is our money! Please help! Steph and Darrin Watson - [protected]

Booking Reference [protected]. I reserved a rental car on 6/2/2022 thru booking.com for a vehicle from 6/19/2022 thru 7/30/2022 at the Jerez (XRY) Airport in Spain. Through no fault of mine, the flight, IB8906 was CANCELLED to Jerez on 6/19/2022. I was rerouted to Seville, and unable to pick up the vehicle in Jerez on 6/19/2022. On 6/20/2022 I called the Dollar car rental at Jerez Airport to verify they had a vehicle ready. They said they had NO VEHICLES available, and since I booked it “third party” (booking.com) I would have to contact booking.com to straighten matters out. It would be easier to book a trip to the moon, as booking.com has the WORST CUSTOMER SERVICE KNOWN TO MAN. I have sent email, upon email, upon email, as I don’t have a phone in Spain, and when I finally did borrow a phone, after going through a nightmare, they wanted a PIN NUMBER that I never got. They charged my credit card the full amount for the vehicle rental and it has been over one week and not only do I not have a vehicle, I can’t even get a response on how they are going to rectify my situation.

Booked a hotel. Arrived at the location 6/11/2022 to find the hotel was closed until 2023 for renovations. Asked for a refund. They declined stating the location was open at the time of the booking. No, no it wasn’t. Only kick myself for not taking a picture of the sign on the door. I called the hotel directly. Guess what? It rang and rang. Why? It’s Closed. Sadly, when you call Choice Hotels themselves, they show the hotel is booked, not closed. Please tell everyone not to book with booking.com. Total scam.

We booked Criteria SLC Downtown Central Amenities Trendy 1BR 1BA, the address does not exist and the host was unreachable. We paid for the confirmation number [protected] but had to find a last minute hotelroom to stay.

Support from Booking.com was non existent.

I had a $3,640.49 reservation for a 7 day a Grand Park Royal in Cancun from

5-28-22 thru 6-4-22 with the agreement to pay upon my arrival. I received an email from booking on 5-7-22 that stated that my reservation was cancelled. I called them and the agent said that the hotel had cancelled my reservation. he put me on hold to contact the hotel. when he came back, he said he spoke with the people at the hotel and they were going to reinstate my reservation "Don't worry Mrs. Gonzales" he said "I will fight for it" He assured me that he was going to take are of us. When I arrived at the hotel, they stated that booking cancelled my reservation, not them. They couldn't reinstate my reservation because they didn't cancel it. They didn't have a similar room available, they only had a villa. The villa was $1,931 over the price of my original reservation. Being at the hotel I had no choice but to accept. This situation put my family through a very high level of stress. No one deserves to go over a situation like this, especially when you are traveling with your children.

I'm not one to normally complain, but out of principle, I need to put this on here because the experience I've had with booking.com's customer service has been nothing short of disgusting.

I have spent almost an hour on the phone only to be disconnected. I’m convinced the agent who I was dealing with just did not want to help. This was one of many calls I’ve had over the past month, trying to resolve this refund request.

I booked a place in Hurghada, Egypt for 2 nights. I turned up and no one was there to greet me nor did they answer the messages I sent. The receptionist explained that someone already lived in that apartment and even rang the room up. I spoke to the tenant and he confirmed he never put this site up on Booking.com.

I went to the app and looked to somehow contact Booking.com for help. I used the priority call, but that was only in Arabic which I can’t speak. I tried to contact the UK, but the sim card did not allow me since it was data only. I then tried to message for help, but it only allowed me to contact the property. I tried several times, but the app forces you to contact the property, which I did.

It was getting late and I needed to find another place to stay. I expected booking.com to see that I had tried to contact them and I did contact the property and waited hours, so when I got back, they would refund me. Oh boy was I wrong.

When I first messaged the CS, the guy was polite and explained that they would look into it. Then later I got a message that I was not eligible for a refund because my check in was late. I proved that I messaged the property and even then, they have not been responsive at all. The CS asked for documents, which I sent over. After that, I hear nothing.

Next I called up as I wasn’t getting anywhere with the chat. The call seemed productive at first. The guy understood that it was not my fault and said he will speak with someone senior to get the refund sent. Weeks go by and I hear nothing.

I followed up with another call, again, the CS agent seemed nice and reasonable. I explained what happened and he agreed that I should be getting a refund. He also explains that Booking.com still has my money and that the property hasn’t taken it. So the refund should be simple, right? Think again.

Some time goes by and I get the message from the CS: “We've been in contact with property but unfortunately they never replied to our emails. Unfortunately, after your checkout date, there is little we can do to help you find a suitable solution as we cannot work further with the accommodation to assist you.”

You honestly couldn’t make this up. They can’t give me a refund because the host which they have on their platform isn’t responding, which is why I couldn’t use the service in the first place!

Finally losing my patience, I asked for this to be escalated over the phone. The agent refuses and tells me it’s not possible. She makes up some ‘policy’ excuses and when I asked for it in writing, she couldn't produce it. She said she would put me on hold and speak to a ‘senior’, and It was then the call disconnected. The response from the CS agent (who was not the same person on the phone) was ridiculous. Well see for yourselves.

I’m a Genius level 3 member and have spent thousands on this platform, but this will be the last dime. This is unfortunately not the first time this has happened, but it’s clear the CS agents are not on the customer’s side. They are just robots reading off a script and aren’t allowed to deviate. I won’t give up on my refund though. I will keep at it, whilst raising awareness of how shoddy their CS really is.

2022-06-23

Klaipeda, Lithuania

To: Booking.com support team

Re: Claim for financial loss and ruined vacation

I would like to start this claim letter by expressing our anger and frustration with the services and lack of support received (not received) through Booking.com and requesting compensation for our loss of time and finances as well as a horrible start of our family vacation.

We had booked a hotel in Athens, Greece through Booking.com, reservation no [protected] (Bomo Palace Hotel) for the period of 2022.06.09-2022.06.16. In choosing our hotel, we had very clear search criteria – we wanted to be close to the city, but still have an affordable price, so access to public transportation meant we would be able to move around in an affordable way. We wanted to make sure the hotel had a pool and was close to the beach area – so we could choose whether we wanted to be at the beach or head down into the city.

About a week before our departure, we once again checked our reservation page and the information still stated that this hotel had requirements for Covid 19 – either full vaccination or PCR test, although the Greek government revoked all Covid requirements as of May 1, 2022. We wrote an email to the hotel in order to confirm this requirement. There was no answer from the hotel. Then we also tried to contact the hotel by phone listed on the Booking com page. No answer again. On June 7, 2022 I contacted Booking. com and told them about the current situation and my anxiety that something does not feel right about this situation. I was told to not hang up and wait for them to contact the hotel. Since the call could not be made, Booking.com wrote an email to the hotel promising me that as soon as they receive a reply, they will inform me immediately at the same time they assured me that everything was fine with our reservation. In the evening I contacted Booking.com again. There was no response from our hotel. Once again I asked what would happen if the hotel was closed when we got there. The employee gave me a 100 percent guarantee that she would find us a hotel that meets our needs and financial capabilities.

So we did the PCR tests (that cost our family 130EUR) and left for our long awaited family summer vacation. On June 9, 2022, at about 11 a.m. we were standing at the closed hotel door. People inside (not staff) reported that the hotel closed a little over a month ago. So I had to contact Booking.com again. I can’t remember exactly how many times I had called (I am sure you can check your records), but every time I repeated the problem, I was told that Booking.com will get back to me. A couple of options were offered by the evening, but none of them could compare to our initial choice and the criteria with which we had chosen the initial hotel. None of this mess would have happened if Booking.com had seriously looked into my concerns when I called on 2022.06.07.

So we were waiting for a solution from 11 in the morning, standing in front of the closed hotel, out there in the street and in the sun – starting our vacation with disappointment, fatigue and a lot of frustrations. At 4 pm an apartment was offered to us by Booking.com. It wasn’t comparable to what we had booked originally, but at least there was a pool in the pictures and the description noted that there is a beach nearby – 600 m away. We had no more strength to continue with calls and searching for ad adequate replacement to our original booking, so we confirmed the reservation no. [protected]. However, when we arrived at the place, we did not find anything what was offered/promised. The description did not correspond to reality. There was no pool and we didn't find any beach after about 10-15 minute walk. The apartment was in some residential dense area with brick fences around (I attach photos taken in a hurry).

Naturally, we canceled the reservation. I had to find a hotel by myself. It was no longer a suburb of Athens as many places had been sold out. We ended up living much further where there was no access to public transportation, so we ended up incurring extra expenses for additional taxi costs (none give receipts that I could send to you now) and the hotel was more expensive. So we do feel that because of incompetence on behalf of your employees we ended up in this situation that could have been avoided. And then the solution that was offered was not comparable to our original reservation. Besides the ruined mood for the vacation, we also incurred additional expenses which we are demanding for Booking.com to cover.

We have been using Booking.com throughout our travels and this experience has really been an ugly one. We would not wish this onto anyone else. We felt a lot of anger and wanted to go public with this, but we will choose to trust Booking.com and that you can accept your mistakes. We are looking forward to hear from you re compensation for additional costs incurred as well as moral damage for a ruined vacation for our family.

Extra costs in Greece for 2022.06.09-06.16

1. Covid test – PGR (130 euros)

2. Taxi from Airport to Bomo Place hotel (47 euros)

3. Taxi between two hotels in Athens (5 euros)

4. Hotel (1000 Euro in cash, 351 Euro by card), difference between Bomo Place and Ramada hotels 150 Euros.

5. Bus from Athens to Ramada hotel (11,60 euros) (we did not receive tickets when we go to Athens)

6. We lost taxi receipt from Athens to Ramada hotel (45 euros) (I think that's normal in that stressful day)

7. We did not got the receipts from the local taxi drivers for rides to nearest small town (we spent about 25 euros)

On behalf of Sabaliauskai family –

Ilona Sabaliauskiene

[protected]@gmail.com

Had to cancel a hotel because of COVID-19, the hotel refunded booking.com but they refuse giving me back the money... This is after spending days on the phone (after a 40 minutes wait till they answer the call)

I have the e mails from the Hotel requesting Booking.com to give back the money but to no avail...

They don't give any reason, just a simple no...

This happened for a reservation on January 31 2022

Reservation number [protected]

This is Raja from South Africa.

I am an Genius Level 2 user from last 3 years.

I made a few bookings using @bookingcom

last week using my Woolies Credit Card for my Trips.

This Morning when i check my Credit card statement I was shocked.

I can clearly see an FRAUD Transaction as below done by

@bookingcom

THE TRANSACTION IS AS BELOW

HOTEL AT BOOKING .COM

Amsterdam NL

ZAR 12 304

I will describe my issue below.

When I started to plan my trip to Scleersee in Germany, I tried to book a room at Das Maximilian by stayFritz. I did not receive any confirmation for this booking nor in in my booking.com account, or in my mailbox. I also tried to log in with my Facebook account but I could not find anything. At that point I thought that the booking was not completed and I booked another property, same dates and nearly the same location).

One day before the trip I received a message from Maximilian by stayFritz, asking me to check in online. At that moment I understood that booking was indeed confirmed, but i had never been informed.

How did booking.com technical issues lead to the wongfull charge of my account of 616 Euro:

When I did the booking, I logged in to my booking.com account from my computer, Sign in to Booking.com with Google, with my address [protected]@gmail.com (please see screenshot below).

After following the above steps, the confirmation of the booking was not sent to my main account, but to a very old email that I haven't used for a very long time and I do not have acess: [protected]@yahoo.com. This was obviously not expected as I did not select this address above, I do not have an account with this email address in booking.com and there are no saved passwords in my computer related to this email address. Given that this is an obsolete email address that I no longer have access to, I did not receive the booking confirmation, I was not informed about this booking and I was charged the full price.

Secondly, on the 15th of June at 19.27 I called booking.com and it has been confirmed to me that Booking.com will cancel the booking immediately on my behalf and they will ask the hotel manager to waive the 100 Euro cancellation fee. They also confirmed that they will call me back to inform me (all recorded). Given that I had no means from my end to cancel the booking (I had no booking pin), I completely relied on this phone call.

Finally, later I learned that the booking was not canceled and no one informed me, In addition, I was charged the full amount. Had I been informed on time that the booking was not canceled, I would have arranged something and asked a friend to use the room that was already paid. In addition, booking.com took the decision on my behalf and decided not to cancel the booking. Had the booking been canceled and sold again, maybe the owner would not have charged me the full price.

With this background, booking.com technical issue to send me the confirmation to obsolete email address, and inability to inform me about the fact that it could not be cancelled, as well as misinformation that the cancellation fee is only 100 euro, I hereby request booking,com to pay 616 euro in my account. I have been a customer for a very long time and I am very disappointed and frustrated for being charged 616 euro for a service I did not receive, and for issues that were out of my control.

Thank you in advance for your understanding,

Kind regards,

Absolutely Diabolical company - Confirmation number [protected].

All booked, confirmed, including pay at the hotel - 2 days prior after several emails chasing money, I called the hotel, to find out that they had never heard of me at all.

The hotel was to cost £115.20 including parking and breakfast, we ended up paying £334 + £20 parking - so thanks for nothing Booking.com - and to think we would have been wandering around in Limehouse trying to find another hotel, had I not gone on instinct. I will not be using you again, and was rather shocked seeing your reviews on the complaints section of your website! I would like to ask for a refund of the difference which you caused me to have to pay, but I wouldn't imagine reading the reviews, that I will even hear from you again!

This appear on Booking.com as a four star hotel. However it is nothing of the sort.

MY complaint is about he information on your website. I booked this hotel as it appeared to be a four star hotel on your website. However it is anything but. We are paying four star prices for Dirty dates bedroom, no lift, except the dirty staff lift staff area of the hotel.

We have no serving of bedrooms so we have to do it ourselves, and all for a premium price.

Complaining is a waste of time, and suggesting that we should have a refund of part of the cost for services that are broken /not offered/ and staff, such as they are who are obviously weary at the number of angry residents, are basically rude and uncaring.

If Britannia Hotels have a problem throughout their portfolio, then I suggest that it should be highlighted on you website.

We are cutting short our visit as their attitude is that it’s high season so lump it.

I’ve stayed in a lot of of hotels and run several, but I have never come across anything like this.

PLEASE make notesbon your website that this offers nothing and is in quite disgraceful condition.

Booking.com is advertising an Aparthotel named King David Apartments in Vienna, as being Smoke free, air-conditioned, Kitchenette, Covid protocols being followed etc. I will change my name if they are doing 10% of cleaning they advertise. Also showing fake images of kitchenette and clean surroundings. It was an absolute NIGHTMARE dealing with this hotel to even get key to a room.

We were in Vienna for a short weekend getaway and roamed around the city during the day. Reached King David's Apartment by 21.00 that we had booked via Booking.com paying around 100 Euros. As soon as you step into the building, you won't even pay 30 Euros. People with children, you do not want to stay here. Its an old, dirty building and whole building reeked of smoke. There was no Covid protocol followed when Covid and Monkey Pox cases are spiking up. I had communicated with them before and they had said room will be ready for check-in at 15.00 hours. I reached there close to 21.00 and still didn't get a key to the room. They took 3 hours to offer me a room at around 23.40 during which time my kids were petrified because they had to stand on the road at night, for a long time, while we hustled to get a key to the room, which we had pre-paid for. There was a tall guy literally running around with keys to all rooms and opening all rooms. Heard screams from men & women from many rooms as this guy was trespassing, unlocking all doors and entering other people's rooms to check for an empty room. We also saw a man come out of his room in his undies, shouting and chasing after that tall guy but he had ran by then.

Knowing that my kids are seeing all this was killing me inside! I felt I brought my kids to a creepy place at night and ruined their young minds. We tried to activate plan B, which is to book another hotel, but at 22.00 hours no one was offering us any room. Finally the room King David's Apartment offered us was a used one. Beds were slept on and comforters crumpled, used towels were hanging in bathroom, dining area messed up, trash can full from previous guest, hair on pillow cover, no soap or fresh towels and what not. I have never had such gross experience in my life. Funny I bought grocery before coming to this room thinking it has a stove top, from the images of kitchenette they advertise on Booking.com. There is no kitchenette or dinnerware. There’s only a microwave and fridge. The beds were uncomfortable, there was no air-conditioning, again falsely advertised on Booking.com, and it was hot, windows had to be kept open. We didn’t get any sleep due to vehicle noises on road, all night.

I want to sue both Booking.com and King David Apartments, for giving us a traumatic experience, putting my kids through danger of no roof over their heads in a foreign country. The horrifying experience will haunt my kids and linger in their minds like a bad memory for a long time. And what kind of place is that where someone can lay their hands on everyone’s room keys? At last found out the tall guy was a guest and got his hands on all keys when no body responded to him about his room. Still I don’t appreciate someone entering others’ rooms just because they got the key. I would avoid such places like plague. I complained to Booking.com but they still have them listed on their site, so I don't understand how to save other's from this horrifying experience. For me it was a NIGHTMARE on a family vacation with little kids.

I booked Happy cottage, reservation no. [protected], in The Yorkshire dales for 1 night for 3 people on Good Friday.

2 weeks before we were due to go the owner cancelled the booking. I was then advised by booking.com that they were going to take the money for the booking. I then contacted the owner to make sure that this did not happen.

The money was still taken.

Having contacted booking.com 3 times, who each time assured me that they had contacted the owner and that they would make a refund. Each time I have not received a refund. 2 weeks ago I contacted the owner who said she had no idea and would look into it.

Still no refund. The whole thing is a shambles and I shall never use booking.com again if they can not sort out this simple issue.

I have a debit dated 18/04/2022 on my card for $ 144.00 that I don't recognise .

It Reads-- HOTEL [protected] Sydney--.I wish to to know which Hotel has charged me.

Would you please provide the details of this booking

Thanking you,

Gordon Gay

Mob. Ph [protected]

email gkg.[protected]@bigpond.net.au