Booking.com
Reviews and Complaints

We booked a 2 night stay at Loftus Staycation Apartments Loftus, UK for the Bank Holiday weekend of 29th and 30th August, we were told we would be sent the information re access code, wi-fi etc after 3pm on the day. By 3:30pm there was no information so I emailed the site; someone then rang us at 4:30pm to say that Booking.com had double booked the apartment and someone else was in it and there was no other apartment available for us. We then rang Booking.com; after being on hold and cut off several times we finally managed to speak to someone who assured us that alternative accommodation would be found and they would ring us back within 10 minutes, after 20 minutes no one had rung so we tried to contact Booking.com again but were repeatedly cut off. By this time it was after 6:30pm on a Sunday evening of a Bank Holiday weekend in an area we had never visited before, added to this we had our dog with us and we are pensioners and were tired, cold and hungry. We googles alternatives and tried several alternative hotels but no one could accommodate us, everywhere was booked up or didn't take dogs. We went into a local Pub to use their toilets and asked if they could suggest anywhere, the Landlord managed to find another local Pub that would take us in but they needed time to prepare the room so it was 11pm at night by the time we were in. The whole episode was stressful and my husband has a recently diagnosed heart condition and has diabetes and the stress affected my asthma. The next morning we woke to an email from Booking.com sent at 01:15am and an email saying they had tried to contact us without success - lie! but they had refunded us. We went home the following day our weekend ruined to find Booking.com had sent me emails requesting my feedback! I did respond and asked for explanation but received no reply. I have used Booking.com for many years but after this experience leaving us feeling alone and abandoned in a strange place I will never use them again unless I receive an explanation and indication that they will investigate and improve their service, although having read some of the things others have written I doubt very much that will happen.

We booked three nights at this hotel through you . We had terrible service, rude treatment, no towels in room, no house keeping and I asked seven times to talk to the manager even got her card and called her she never answered. We wanted a reduction in our room rate but were told since it was through booking we couldn't get one . I want help with this . [protected] janpinaire

Buddy of mine booked thru booking.com for a room at Super8 in Courtney BC from August 22-27th As there were no other rooms available he also booked another room at another hotel. The rate provided was a general figure which I assumed involved additional taxes and incidentals. The hotel is "old" and if you wished to get high, leave your window opened at night. By the way, Super 8 front desk was contacted on the third day as no one cleaned my room only to be advised that I had to request that service. After checking out I checked my bill noting the room rate was $186.15 plus taxes per night. Doing a quick math I determined that figured did not add up. The rate went from $186.15 per night x3 to $255.00 and then to $425.00 for the final night! I contacted the hotel and was advised that booking.com set that rate not them. The usual rate was $186 which is VERY HIGH for a Super8 hotel Now the fight is on with booking.com We have used their services many times in the past and they were excellent to deal with but this is unbelievable!

Hi I booked 2 bedrooms apartment in Brighton confirmation number [protected], my booking has been cancelled. Booking.com offered a few rooms which was not the same standard as my initial booking so I booked the room which I have chosen from the booking.com website
I was told that the booking.com will pay the difference but they did not give me the details how to do it and they don't respond to my emails.
secondly, when I checked the cancellation of the 2 bedrooms apartment the price was increased by booking.com from £135 to £175 (which I can proof as I took the screenshots of the booking).
Please could you kindly help me to get the refund.
Thanks
Kasia

I booked a reservation in Boston for the Garth Brooks concert. It was cancelled about a month prior. I got on the site to cancel and then saw I needed to contact the hotel directly. I contacted them and they said they did not have any reservation for me for me at all and that I would have to contact booking.com. I couldn't find a number so I canceled on the site which then said it would be charging me another $500 + for cancellation fee. This is after prepaying for two the rooms that were charged. 644.68. I called a number I found and she was able to fix the cancellation charge but I would have to contact the hotel for the other. I told her when I called the hotel they said they didn't have my reservation. So she offered to contact them to request they reimburse me for the prepaid rooms. That was over a week ago and have had no communication with them since.

Whilst searching on Booking.com for a hotel in Palma I filtered to include an outdoor swimming pool and also close to the centre. A good number came up within my budget and I read them in depth eventually deciding on Artmadams. It was not until I checked in that I was advised the outdoor pool was closed. Upon my return home I contacted Booking.com to ask were they aware of the pool closure. I wanted a small refund to compensate for lack of the facility and did not know if the error lay with Booking.com or the hotel. Booking.com offered me €25 which was unacceptable for no outdoor pool in August with 36 degrees temperature. I asked for €50 which I believe is a very reasonable request. Booking.com have said the pool closure was listed in the small print. It is now but was not at the time of my booking.

Booking.com car rental punishes its customers for their own system fault. I've booked a car thru booking.com and they've changed confirmed drop off location after the payment is done. When I cancel the booking, I am charged half of rental fee. Although several attempts, booking.com refuses to pay cancellation fee back. Beware of booking.com, as they charge their fault to their customers.

RE: [protected]; Pin: 3058-Canc. Reserv. from Aug. 1-4, 4800 Amelia Pkwy., Fernandina Each, FL.
I have sent many messages and placed many calls to Cust. Serv. with no resolution. I had to cancel reserv. due to # of Covid cases in the area. My husband & I are both retirees. I'm must get my money back $1, 099.86. I have spoken with the owner @ Checkmate Rental, Chad Phillis # [protected]. He has agreed that there's no problem and that $ should be refunded but he has been unable to reach "Booking". He has had no success contacting: emailing "Booking". I must get this matter resolved immediately. My next step will be contacting the Consumer Protection Dept. of West Virginia Attorney General Dept. There's no reason this matter can't be resolved. "Booking" is impossible to deal with. Please contact me at [protected]; [protected]@gmail.com.
I hope you can get this matter resolved.
Thank You, Jacque Gumm

Dear booking.com complaints team,

I have just returned from a holiday in the North East and Scotland where I booked through Booking.com with for all my accommodation. Four of the bookings were great apart from the last night in Inverness, where I booked a night at the Waverley Guesthouse on 22nd August. Compared to the other bookings this was substandard accommodation with the following concerns:

Mould in the shared bathroom
Lack of handwash in the bathroom
The doors on both the bedroom door and the communal bathroom door didn't close properly and had to be pushed shut every time, which required significant force. When other guests closed the communal bathroom door this could be heard from our room and was noisy throughout our stay
There were extension leads in the room in clear sight and hanging over the chair when we entered the room
The curtain did not have enough hooks and was difficult to close. This left the curtains hanging in the room and let light in at night

One of the women who showed us to our room took cigarette breaks by opening a door close to our room that led onto a shared balcony outside. Smoke carried along the hall and could be smelled when we opened out room door.

As a result of this experience I am requesting a full refund on the cost of the room and a request that this accommodation is removed from Booking.com. If I do not receive an update from Booking.com regarding this matter I will advise all of my family and acquaintances not to book with Booking.com again as keeping this accommodation on your list will demonstrate a lowering in your standards and consequent loss of custom.

Confirmation: [protected]
PIN: 5025
Check in: 22nd August 2021
Booking made: 28th July 2021

Sheila

​Taxi Ref: [protected]

We booked a taxi service from our London home to Gatwick Airport last Saturday evening for Sunday morning. The taxi never showed up. There were no contact details on the confirmation email, neither for the taxi company nor for Booking.com customer service. We tried contacting Eagle Cars (the company indicated on the confirmation email) on the numbers we found on their website and there was no answer.

This caused us a huge amount of stress as we had to find another way to get to the airport last minute, at 7 am on a Sunday morning.

To our surprise, we were been charged for the service. I have tried to contact Booking by email first and 1 week has gone by without answer. I tried on their 24/7 phone number and after WAITING FOR 20 MINUTES I had to hang up. I have now called head the office on +[protected] and a lady said she would transfer me to the taxi department. After waiting for 15 minutes on an international call I had to hang up. I can provide with all phone logs if needed.

Dear Sirs,
I had a problem with a flat in Petalidi, in Messinia, Greece. Below I explain the situation and I hope you could help me with that:

We have arranged to stay at Vinas cozy flat in Petalidi, Messinia, from 9/8 - 11/8, with 305€ in total for two days. At first she gave us the wrong address and she blamed Booking.com for that. When we arrived in the correct destination out of Petalidi, she said that we had to descend 11 steps. The flat was in the basement. It had no windows, only one curtain to deceive with no windows under it. There were a small balcony looking at rubbles and rubbish. Immediately we contacted the owner and asked to stay in another place because we didn't want to pay 305€ for 2 days to live in a basement. And the photos and information given in the website were completely different. She told us to cancel the booking through the site and she tried to make a private arrangement with us to give her money on her private bank account. We denied that and we told her to cancel the booking. She didn't want to cooperate. We left during the night and we found another place to stay in Kalamata, the only place that we could find in the last moment. Eventually they didn't agree with cancelling the reservation and the money were taken from our debit card. So we paid 305€ for a place that we didn't stay and that it wasn't the one that we were supposed to stay.
I tried to contact the Booking.com and explain the situation. They asked for photos that could prove that I am not lying. I said that I had only photographed the stairs, nothing else, I didn't think about that at 2:00 a.m. (we didn't even know where we were going to sleep). I was waiting for them to call me and inform me what will happen with the money. They never called back and neither send an email. I wrote a review on the website which they didn't approve and they deleted it. So I had to change it. When I called them to ask them about that, they left me on hold for 1 hour and 20mins without informing me about the result. I realised that they didn't want to cooperate and help me with my problem.

So could you please let me know what could I do with that situation?
I just asked to have the 305€ back because firstly I didn't stay in this flat and secondly i had a good reason to leave: it wasn't the flat that the photos showed.

Kind regards,
Katrina Boutou

I used booking.com and it was a horrible experience. We booked an all-inclusive stay at the betsy hotel in south beach weeks before we were to arrive. Since it was a 10-hour drive, we went down early to be there rested when our vacation started. On sunday evening, less than 24 hours before we were supposed to check in I received an email saying that the reservations were not all-inclusive as it said on our reservations and if they didn't hear back from us in 30 minutes the reservation would be cancelled. In that we had booked all inclusive and were not getting what we were supposed to get we decided to go home. The next morning our way home as a precaution I called the betsy hotel and was told they had no record of our reservations. I called booking.com customer service and they told me the reservations were not cancellable. I explained they had sent me the email cancelling my reservations and why. He finally said okay but I would have to pay a cancellation fee. I explained very slowly that they had sent me an email to me explaining that the reservations were not all inclusive as was plainly said in the reservations and they emailed me they were cancelling my reservations and he said okay and hung up on me. That was four days ago and I have not gotten a credit on my card so I am disputing the charge. Do not use this service!

С сожалением сообщаю Вам, что заселение в Hotel Radharane в г. Каунас, Литва (номер бронирования: 2955388360)
27-29.07.2021 не состоялось по причине отсутствия акцептированного отелем парковочного места. Более того,
мы не почувствовали какого-либо уважительного содействия администрации отеля решению вопроса с парковкой
автомобиля в незнакомом нам городе, было предложено оставить авто на улице в красной зоне с оплатой около
30 евро/сутки, что является неприемлемым.
В связи с вышеизложенным, вынуждены были искать новое место для ночлега, пребывание в г.Каунас было сорвано, попытка найти подходящий отель (Babilonas) и проезд к нему по улицам с ремонтом заняло более
3 часов, поэтому приняли решение только переночевать и утром выехать из Каунаса.
На основании вышесказанного, прошу отозвать оплату отеля Radharane в сумме 80 евро уже оплаченной Hotel on Booking.com Amsterdam согласно е-мэил от 22.07.2021 и перевести указанную сумму на мою крeдитную карту.

С Увaжением.
Vjatseslav Saposnikov

I have not received a response to my emails dated 21/7/21, 25/7/21, 30/7/21 and 16/7/21.

I have requested a £161 refund which is the difference in price charged for 2 exactly similar double rooms at Salini Resort Malta (2 persons per room, double bed).

It is not acceptable that I have been charged two different prices for similar rooms (£860 and £699 respectively). The problem lies with booking.com where reservations were made, the hotel were unable to process a refund as they received the booking from booking.com

Hence the dispute resolution lies with booking.con

I am still waiting for a response to this and a refund.

Kind regards,
Nancy Cutinha

I recently stayed at a property with booking.com I paid over 170 for my stay. Upon arrival I had to collect my key from a self storage locker at winsors world of shoes, (problem number 1) the code I was given for my room (room 1) wasn't not working, I then messaged the facilities via booking.com chat and go no reply so decided to call as it was late and getting very cold. I got threw to someone at booking.com after about 27 minutes on hold for them to tell me there was a problem with my enical room and have changed us too room 3 without any thought for them to contact me and update me that they have changed room. I then had to wait a further 10 minutes on hold then they gave me my code and I finally managed to collect keys after around 45 minutes of unessasery stress. Once we arrived at the facility we noticed they wasnt much there like the listening stated there was supposed to be a communal tv and much more, I paid extra £30 included in my booking for a cleaner but never saw one unless a room was being emptied(only one room was emptied in the time I was there ) there was no bedding to change sheets. All of the cooking utensils was broken or in some way faulty, the sheared bathrooms was absolutely disgusting I cleaned 3 times in there before I felt even slightly comfortable just to use the toilet. I did contact the facilities themselves when I was at the property and they was very rude saying the listing doesn't include tv extra.( I am currently waiting for a copy of the chat ) I was offered a £25.80 refund witch I'm not happy with at all I paid over £170 to stay at a faulsly listed unclean property with very rude staff. I suffer from severe mental health problems and this has really affected my day to day life

I made the reservation on 7/8/2021, bookings.com charged my credit card for the reservation dated 8/13-8/14. I drove 2.5 hours to the hotel (Tru By Hilton Easton, PA) only to find out I did not have a room nor could they provide me one because you did not make the reservation! I called your 800# provided on the confirmation I printed out and was on hold for well over 30 minutes. Since the hotel had already told me they couldn't possibly provide me accommodations for the night and you were not available to find me another hotel in the area, I had no choice but to turn around and drive the 2.5 hours back home. I can't begin to tell you how annoyed I am. I want my money reimbursed a.s.a.p.

On July 22 I made booking for two hotels on Booking.com.
On July 23 my credit card ending 5625 was charged in full for each hotel.
Hotel Anhea Sept 10-12 $49, and Atlas House Luxury Suits Sept 13-16 $130.67.

When I checked under my bookings on Booking.com both hotels were listed there (attached)
Now the second hotel was gone from my booking.

Made reservation on 6/23/2021 for 3 nights at Travelodge in Depoe Bay, Or. Booking.com showed a price of 96.00 per night. We were charged 156.60 a night. After speaking with representative from Booking.com we were informed the price was based on single occupancy. This was not explained at time of booking. I feel ripped off. I will never use booking.com again. I will also go out of my way to tell anyone I can about this deceptive practice. The rep. should have explained all the charges when we booked so we could decide accordingly. I feel the difference of 181.80 should be refunded. Lesson learned. The booking practices border on criminal in my opinion. All charges should be clearly explained at time of booking

We booked two rooms on the 26th July in the Melbourne Ardenia hotel on the Isle of Wight. We arrived at 9.30 in the evening off the ferry to find the beds unmade in room 28 and room 5. One member of staff in the front desk was drunk and when we complained he said that we should consider ourselves lucky to have a room at all. I left to go out for dinner and when I came back found that despite my best efforts the beds were missing the sheet and the pillow covers and there were no towels. The hotel said that the laundry bill had not been paid by the owner and they were unable to change dirty sheets.
Booking.com reference
[protected]

I booked a hotel room with "Hotel Torres del Mar in Puerto Viejo, Costa Rica" via booking.com. Upon confirmation, I notice that almost all reviews show that the hotel has been trapping tourists using deceptive pictures. I immediately raised my concerns over this to the hotel but instead of answering my question, the hotel immediately took my money from the credit card I saved, and came back to me with a delayed response telling me that tourists who posted the reviews misunderstood general pictures for the rooms. I have checked other portals such as Expedia and Google Map, and I am pretty sure that reviews on all these different platforms have been pointing out the same thing that the hotel is using fake pictures, among its many other problems in aspects of sanitation, security, rudeness, electric wires exposure on the shower, and trying to scam the tourists for money. All these comments are well-written by authentic real users from worldwide. In order to avoid further risks and unpleasantness, I requested the hotel to cancel my booking and refund the amount of money they have just took a few minutes ago (it is still 4 days before check-in). But the hotel replied with again a delayed response saying that I have missed the 1 hour cancellation period (which is unreasonably short anyway), and they refuse to communicate with me, telling me to contact booking.com. I contacted booking.com but was only replied with my request for cancellation denied, and they cannot do anything about this. By the time, 20 hours have passed since I proposed my request. I feel the hotel is only intentionally delaying everything so that cancellation would be less possible. This behavior only strengthened my impression that the hotel is trying to fish tourists and rob them. I actually already feel unsafe if I would have to stay there. I am only left with the option between staying with the trapping hotel which I do not trust, or giving up to its deceptive and bully behavior by feeding them with the $165 they have taken for the reservation. I understand the reservation rule is to protect the guests to secure a room, but this hotel is obviously making misuse of such mechanism.

It occurred on: 28/07/2021

This meant that I am only left with the option between staying with the trapping hotel which I do not trust, or giving up to its deceptive and bully behavior by feeding them with the $165 they have taken for the reservation a few minutes ago. I find there is no way to complain about such unfairness and make things right.

I would like booking.com to cancel my reservation with full refund, and fix the deceptive pictures, and give an honest description and rating of the hotel (and make the information obvious) so that there will be no other victims in the future. I will not stay in this hotel and not use the service provided, I would like booking.com to help to stop the transaction to protect and help me. It could perhaps also review its measurements and procedures to protect consumers against such trapping hotels and further scams. I would like to question the rules of booking.com, which says it cannot do anything in this incident given all above facts that prove this is a scam. I feel the website is not protecting the vulnerable consumers but only the interests of hotels, even obviously dishonest hotels. Although reviews accumulated for many years all display that the hotel has been deceiving and mistreating its consumers. I feel been forced to walk into such a trap even though I have already discovered immediately after the booking, and communicated with all these different parties. While booking.com only acts to protect and support the fraud and robbing of its hotel users by replying to consumers that there is nothing it can do. Note that pictures serve as the most important information source for making decisions in an Internet business like this, and booking.com has been ignoring the complaints over deceptive pictures for many years. When incidents happen, it does not do anything to help the consumer but comply with the hotel, despite that the website is aware of what is the essence of this incident. I would like booking.com to cancel my reservation with full refund, and fix the deceptive pictures, and give an honest description and rating of the hotel (and make the information obvious) so that there will be no other victims in the future. I will not stay in this hotel and not use the service provided, I would like booking.com to help to stop the transaction to protect and help me. It could perhaps also review its measurements and procedures to protect consumers against such trapping hotels and further scams. I would like to question the rules of booking.com, which says it cannot do anything in this incident given all above facts that prove this is a scam. I feel the website is not protecting the vulnerable consumers but only the interests of hotels, even obviously dishonest hotels. Although reviews accumulated for many years all display that the hotel has been deceiving and mistreating its consumers. I feel been forced to walk into such a trap even though I have already discovered immediately after the booking, and communicated with all these different parties. While booking.com only acts to protect and support the fraud and robbing of its hotel users by replying to consumers that there is nothing it can do. Note that pictures serve as the most important information source for making decisions in an Internet business like this, and booking.com has been ignoring the complaints over deceptive pictures for many years. When incidents happen, it does not do anything to help the consumer but comply with the hotel, despite that the website is aware of what is the essence of this incident.

My Booking Reference is [protected]