Booking.com
Reviews and Complaints

I found out at the beginning of March 2021 that booking.com has 'blackbanned ' me over a booking that was cancelled in 2019: a booking I never cancelled, but was cancelled by them randomly without explanation. I showed up at a hotel in Lima, Peru, only to be told my booking was cancelled. Luckily I got in anyway, but have never received any communication from booking.com that it even happened or why.
I have no idea why any of this happened and when I asked for the issue to be escalated the support person refused and hung up on me when I complained.
Eventually I managed to find a way to complain by email. They asked for the details of the booking that was cancelled, which I supplied.
Follow up emails later in March and then 2 months later got replies that said they were working on it and to 'be patient'! Apparently 2 months isn't patient enough.
Now at the end of July I tried to follow up on the last reply I received in May, and got asked to supply the details all over again as if it was a new case. When I replied that I had already done so, and it was already an open case, they replied with the exact same request for booking details.
I give up!
I will never use booking.com again, even if they they remove the random and unexplained blackban.
I would suggest to anyone other to avoid booking.com, in case you arrive in some far-off place expecting accommodation you booked, only to find it has been cancelled without your knowledge!
Absolutely appalling company!

I purchased a room for June 19, to June 20th through Booking.com for $348 dollars, I had a family emergency where my brother was found murdered in Richmond Va. I called and cancelled the booking. I spoke with a customer service representative that told me my money would be returned in 7 to 10 business days on June 19 around 12 noon. I made direct contact before it was time to check in. I called the hotel to give them the same information. The hotel then told me all I had to do was continue to communicate with booking because since I didn't go directly through the hotels website they couldn't help me. Weeks passed and I reached back out to booking to contact a Representative name Vance he was very unprofessional he was rude and redundant to what my call was about and the significance of the matter was ignored. He placed me on hold for about 45 minutes. I held to see how long they would have me waiting on the phone. he said sure we can give you a changed date to complete your stay. I mean I have paid and received a room and Did not stay in it. The right thing to do is honor my money and give me another stay date. I mean how so you take a customers money, knowing they didn't get the product or business arranged and you steal the money and don't compensate the customer at hall. How do you expect to have a business like this. It is horrible people are beginning to hate booking and realize the concept of ripping people off. I spoke with the Managers at the royal Sonesta Hotel and they specifically told me the representative Vance did not send them anything in refence to a date change. She has if he would have requested they could make the accommodation. Yet I was specifically told not to use booking because they are a thirds part rip-offs and going forward go directly through the hotel so that booking wont ripoff anymore customers. This is clearly bad business when they know you paid and still wont accommodate you I mean its clearly bad business. How you treat your customers wow. And I've been with them for quite sometime This is so sad for loyal customers

I have been in contact with customer services via email since the 7th July in relation to a booking I made with them back in February this year
I had provisionally booked into the Hilton hotel in Teeside for 2 nights (10/11th July)
On the 7th of July i tried to contact customer services to cancel my booking as due to personal reason I was unable to travel up there
I supplied them with all the information I had:
My name
Booking reference
Dates booked at the hotel
Name and location of hotel
To Date I am no further forward as all responses (from 5 different members of the customer service team) have asked me for a PIN number in relation to my booking, which I have never had
On 11 July I found that £65.00 had been withdrawn from my account due to non cancellation!
Regards
Michael Palmer
[protected]@icloud.com
THIS MAY BE A DUPLICATE REQUEST AS I HAVE HAD NO CONFIRMATION IF THIS COMPLAINT BEING RECEIVED

In august last year I made a booking through booking.com at park hotel in fredrikshavn denmark. I thoroughly investigated hotels where dogs where allowed. On a site with the ten most dogfriendly, mark the words "most dogfriendly", hotels I found park hotel. I read further on more sites from booking.com that pets where allowed at park hotel and I therefore made a booking. It was very clear without doubt that the park hotel was accepting pets.
After I checked in the landlady came with a notis that said that pets where only allowed after question and she called the police who throwed med out on the street att 22 p.M., despite that I did not yet have any dog with me. I was in attempt to get one. I did not get any refund and excuse.
Being thrown out from the hotel by the police late in the evening was very unpleasant.
It is completely indecent to advertise under searchcriteria that a specific desire is avaible and then write somewhere else restrictions. That is not decent and honest. It is also not logic. Either one advertise with shower, wifi, pets or with not such facilites. Otherwise it´s fraud.
It´s out of the question to advertise for exemple breakfast included and then write somewhere else that it´s only under certain conditions. Then breakfast is not included and in my case dogs where not allowed and park hotel should not advertise that dogs are allowed and under the title the ten most dogfriendly hotels in fredrikshavn. It can never be one of the most dogfriendly with certain restrictions.
I highly recommend people to avoid park hotel in fredrikshavn, because of their false advertising and rude behavior.

Made a booking on 23 February for a two night stay (10/11 July 2021) at the Hilton in Teeside UK
Never received a confirmatory e mail from booking.com
Due to personal circumstances I was unable to go
On 6th/7th July sent an email to customer services indicating all the information I had :
Booking reference/ID [protected]
Name of the hotel: Hilton Teeside
Dates of stay 10/11 July
And requesting cancellation of this booking
There followed several emails between myself and customer services trying to have this booking cancelled
On looking at our bank account I noticed that on the 11th of July the sum of £65.00 had been withdrawn from my account and paid to Hampton Inns Hotel
When I phoned and spoke to reception I was told that this money was taken as I had not cancelled the booking
I have sent other e mails but get an automatic reply asking for details which I have already supplied to them in previous e-mails
I would like this problem resolving

Thank you in anticipation
Michael Palmer
Email: [protected]@icloud.com

Hi I have been given 65.40 GBP, told by rep that I can cash this out. However when I came to do it they have said its only valid for travel credit when I was told that it can be cashed put. Therefore I have been on phone back and forth and get told nothing about escalating this complaint and every person I've spoken to has admitted the rep said it and they say they apologise which does not help me as a customer!

I boked an apartment on the outskirts of London {couldn't afford the city centre!) as a surprise for my 7 year old grandson, who I hardly get to spend time with as he lives in Scotland and I am not able to visit due to be a full ntime carer for my terminally ill daughter. we could only stay the one night as that is al we could afford both money and time wise, I studied the area where the apartment was located so I wasn't wasting time when we arrived, there was a train station 2 mins walk direct to London Bridge, from there we could access the underground and visit our planned attractions, we took food with us to save time shopping, we drove for 5 and a half hours and got to the apartment tired, thirsty and in need of fretting up, we were eager to get in and get out again before our first attraction, however when we arrived there was nothing to say which apartment it was out of the 6 there, so we pressed a couple of buzzers to see if anyone could help us, we were met by rudeness and told to call the police? I tried to call booking.com customer services but after 40 mins hung up as my grandson was getting really upset because I was upset, I then found a message from the host who said booking cancelled, booking.com aware, that was it? nothing else, tried to phone and texted him but no reply, my booking was still saying confirmed so I was confused and thought it was a scam, we were hot, tired and in need of facilities, I decided to just book another hotel with booking.com so they could see we hadn't used the origin al booking, that took an eternity, we eventually found a room in a best western hotel, just 3 miles away but took us nearly an hour to get to, it was a very small room, the hotel wasn't near a train station, had no open facilities, no breakfast for my granson, we sent a fortune on taxi fares to get to train stations, we tried to make the best of it but it was ruined, we missed almost all our booked activities and our time slot for the shard! however on hearing about our bad experience etc, they let us in, we had to wait almost 2 hours but we got in, we left to come home after that, really cant express how disappointed, upset and angry I still feel, im not rich, that trip cost me a small fortune, it was supposed to be the trip of a lifetime for my grandson, who is (was) obsessed with London, all because Booking.com didn't communicate with us, I have received a refund a week after the trip! I had to call and message several times, spending unto an hour waiting on hold for a customer service rep, shocking, especially when booking.com state in their terms and conditions that help is available 24/7. That is not true, I really feel they can do what they like and get away with it, but personally I won't be using them ever again as I couldn't face anther trip like that, if you are in any way venerable e infirm do not book with them, they cant be trusted to deliver what they sell.

Arrived at our accommodation it smelt fusty or doggy in there, we opened all windows, the two single beds were odd bunk bed beds with dirty linen and dirty pillows and quilts that smelt of body odour, we had to buy Fabreeze and manage with the best of the sheets etc…I dreaded going to bed, the bedroom was unclean, in fact we booked another night away in a hotel to sleep in a clean bed.One night decided to try the cooker it's was filthy inside and the bottom was full of burned grease and grime and and the pans in for the oven were covered in grease, I have complained but the issues about the dirty, so I cleaned the best of the trays but it all felt dirty to cook in..there were some good points but feel that before Booking .com advertise these places to rent they should check them out first, it felt like a dirty hostel…not happy

I booked 3 days at Zamalek suites by Brassbell in Cairo Egypt and after around 30 minutes I canceled it because I made a mistake on the dates and the booking.com withdrew the money from my bank. I called them and texted to the manager and Booking.com and they didn't want to return and neither wanted to allow me to stay in that hotel. They changed the policies; I compared their policies with two different booked dates and they were different. One said I'll have 7 days to cancel without a charge and the other one said they could charge a cancellation fee after any changes on the booking. This act was disrespectful and embarrassed for a Muslim country. And I don't understand how an American app supports this type of scam.

We had a booking at Star Casino on the Gold Coast. The premier declared a lockdown in Brisbane due to covid and we were unable to go the the Gold Coast. The event we were attending refunding the entry fee and sent an email saying we were restricted from attending due to our postcode in Brisbane. The star casino told us they would waiver the cancellation fee as we were abiding by a directive from the Queensland government. Bookings.com refused to refund or provide a credit for the amount we paid. $315.

I made a reservation for VILA LION in Sebes, Romania for 10 to 11 july night. The number of reservation was [protected]. It was not the first time when we use his location.
Due to friday trafic and some tehnical problems we did not succede to arrive at destination at the time we sugested in reservation. The owner of the VILA LION called us at 8 PM, very angry for our dealy. We explained to him why we are in delay but he continued to argue with us. I told him that we will arrive in 1, 5 hour but his attitude didn't change. Finally he said us NOT TO COME at his location anymore because it will be nobody to wait for us! After that he demanded us to cancel the reservation. It was no way to discuss calm with him. He was very, very naughty. It is for the first time when I was in a such unpleasant position. It was very late, far from home and forced not to use our reservation ! Unbelievable! How do you chose yuor partners? Can I trust your services anymore? It was a shock for us to remain in the street in the night. Such a thing is not acceptable at all!
Gavrila INOAN

Am avut mari probleme cu aceasta cazare. Proprietarul a avut un comportament total deplasat pentru ca nu am reusit sa ajungem la timpul planificat din cauza traficului intens. A refuzat sa ne mai cazeze. Cum va alegeti partenerii? Cum raspund ei pentru asa atitudine? Este pentru prima data cand ni se intampla asa ceva ! Este de neimaginat.

I booked a trip last year on bookings.com last year. It was a nightmare to get the 4 hotels to respond and Booking.com was not very helpful. I had finally gotten confirm about vouchers. Now I am trying to claim them and Bookings.com is totally unresponsive and neither are the hotels. Very disgusted that I will be losing $3, 000.00

i cant see in my booking.com page (no shows Option is not there in my page)

I was not able to find the driver, I walked in and out of the terminal several time I was the last to leave the area from my flight. I never found the Driver. The service was never performed I would like a refund. Other car services companies were at the airport and found their customer . The deriver made no effort to find me.

I booked a room with booking.com, they overcharged me of $41.14 CAD. I provided enough proof of overcharged and they promised me cash credit refund which i am able withdraw. I received refund in form of travel credit which i am not able to withdraw. And when i contacted customer care they flipped and told me we can't do anything now. That's frustrating. I want my refund in my credit card where i paid from.

We have not been receiving payments from Booking.com for one of our establishments for the past three months.
Invoice number [protected] dated 30/04/2021 and invoice number [protected] dated 31/05/2021 issued by Booking.com has not being paid and after numerous complaints lodged about this the issue does not get resolved.
We have requested numerous times that someone contacts us about this but our messages just gets ignored. The contact number for Booking.com in South Africa +27 [protected] does not work because it never gets answered.
So we are stuck with Booking.com ignoring us and their partner dispute resolution portal of absolutely no help whatsoever.

No refund received and no receipt of refund when I asked for it. I have lost $1100 was a 21st gift from my mother
Booking had to cancel due to covid lockdown
Very disappointed with lack of communication. Had someone called to confirm refund I could have confirmed. As a result of no communication refund went to the wrong company as third party in receivership.
Refund to go to Zecharie Tannous in the name of the booking person. I have documentation to confirm receiver ship.

My phone [protected]
Email [protected]@icloud.com

We were booked to check in today 29/06/21 to Moonlight Bay Suites in Broome, Western Australia, reservation number [protected], pin 6724. Due to Perth COVID lockdown imposed last night we can not go and have requested a refund. The hotel advised that they will proceed with the full charge as per their policies.
Booking.com has a policy specific for cancellation related to Coronavirus, attached to this email. It clearly states "if you cancellations falls under this category the property is OBLIGED to provide a refund, or offer a free date change or a credit for future stay". I have contacted your online support which has been unhelpful, I have asked them to send me a copy of our correspondence, as well as elevate the matter to their management and they have ignored my request outright. They have just said its up to the property. If that is the case then your website is misleading, we purchased through you specifically because of this policy and request a full refund. We will be taking this matter to consumer protection in Australia if it is not resolved within 5 business days.

Ad for hotel stated "Good Hot Breakfast" and "Hot Tub". The hotel's Hot Tub was broken and out of service and Breakfast was juice and muffin "No Hot Food"

Please note I have booked on 3 May 2021 at Hilton Garden Inn South Bend -confirmation # [protected] pin code 6289 -and cancelled my booking on 5 May 2021 - FREE CANCELLATION BOOKING - the amount was drawn out from my account immediately and I had to correspond with the main Hilton customer service to be reimbursed back after my contact with the property failed to receive any attention, since the money was drawn out and returned to my account in dollars from a Jordanian Dinars account, I have suffered money value loss due to currency exchange twice - for the total amount of ( -161.590 $ equivalent of -114.73 JOD). Bank account transaction attached.

Please note I would like to request a reimbursement of the amount I lost due to the mistake of a free cancellation being charged by Hilton, please note I will be staying at DoubleTree by Hilton South Bend from 17 Aug. - 22 Aug. and you can deduct the currency exchange lost amount from my account during my stay.