Booking.com
Reviews and Complaints

After reading the review from Booking.com for the Neptune Hollywood Beach Vacation resorts in January I booked a three day stay from Feb 17th to Feb 20th. Upon my arrival I was horrified at the absolute misrepresentation of the property which I paid in advance in full. To start the front desk was rude. I was given a code to enter my room. When I went to the room I noticed that the motel itself had peeling paint and was dirty and unkept. My room was horrible. The moment I opened the door I was hit with a smell that literally made me gag. The blinds were broken, the bathroom had no vanity and the towels smelled. The bed was lumpy. I immediately left the premises and told the front desk I was not staying. I attempted to contact Capital One MasterCard to dispute the charges. Booking.com remained firm that the charges were non-refundable and insisted I stayed at the horrible and unsafe property, which I did not and told the front desk that I was leaving. The gross misrepresentation of the property is unfair to customers. I have tried desperately through my Capital One MasterCard to get a refund with no luck. I have also tried several times to reach Booking.com with no return call or emails. I had to rebook a hotel upon my arrival to Hollywood, Florida as the Neptune Hollywood was unsafe, unclean and a terrible misrepresentation. I am requesting a refund of the $565.00 for the motel. I had to book another motel as the Hollywood Neptune was not fit to stay in. My email is [protected]@bendergrouppr.com and my phone is [protected] I tried to attach the copy of the receipt from the Shoreview hotel I needed to book which cost me over $600 which was a bargain compared to the $565 which I literally had to throw out the window as I could not stay at the Hollywood Neptune which again was Unsafe, smelled horrid, dirty, mildew with broken room parts. I was unable to upload that receipt of the Shoreview but I am happy to provide.

Despite a country (Italy) not allowing travelers into their country (completely understood), Booking.com refuses to refund the money I paid for the room. Instead they are downplaying the emergency, and want me to pick a date to re-book, which given the fact that I'm in Vancouver, Canada (8000 km away) is next to impossible. When I tried explaining this to them they initially told me to contact the hotel "Central Station Inn" as the property was responsible...however the Inn told me Booking.com was responsible. After this Booking.com did not direct me back to the hotel but to their (online)help center where I filled out online forms; 3 times I filled submitted forms, resulting in the response "Go to help center". I've gotten nowhere!

My name is Furkat Kasimov, and I was completely scammed by Booking.com. I recently booked a hotel for 22 nights using Booking.com, wanting to stay at my desired hotel from March 1 through 23. The day after I made this reservation, I received an email from Booking.com with details about my reservation. I went to click on the link in the booking confirmation email and discovered my reservation had been canceled.

I called Booking.com to ask why my reservation was canceled with no warning whatsoever. The customer service person on the phone told me that "Booking.com's internal team made a decision based on my data to cancel this reservation" and gave no further details. He then REFUSED to transfer me to a manager or may or may not have had more details for me.

I have used Booking.com before and never had a bad experience before this - I even left positive reviews of the property where I stayed. I have no idea what data would cause Booking.com to cancel this particular reservation. I felt like this was a complete scam, and anyone seeking to use Booking.com should beware that this company is a huge scammer.

My main issue with this situation is the poor communication from Booking.com. I did not receive any warning via email, SMS, text, or anything saying that my booking was canceled. I only discovered it after I clicked the link in the booking confirmation email. They charged me when I booked the reservation, and then the next day this cancellation happened. I can't even dispute the charge because it was "not refundable" even if canceled. Booking.com put me in this situation 3 days before I was supposed to make my trip, and if I hadn't discovered my stay was canceled, I would have shown up to the hotel thinking I had a room reserved, when in fact I did not. And when I did issue a complaint, I received no help.

What if this happened to a family with children? Imagine traveling and arriving after a long flight, and now with no warning you need to search around the city for a place to stay, with most places already fully booked with no vacancies. This was completely unacceptable, and Booking.com could have avoided this if they simply emailed me or sent me an SMS message explaining that the reservation was canceled and what the reason was. Instead, they hide behind customer service representatives who are trained to say they don't have any information why my reservation was canceled and cannot connect me to anyone who knows any details.

Booking.com is good at spamming people with emails to promote themselves, but they failed to set up any reliable email or SMS messaging to inform people about canceled reservations. They should spend less time hiring spammers and more time helping their actual customers, because my experience was a complete disaster. If you are thinking about using Booking.com, I hope you see this complaint and avoid falling victim to their scam. Booking.com is a true scammer, and needless to say I will not be using their services again.

I had no intention of cancelling my reservation. This was spring break; and I was going to visit family in The Dalles. Then the Corona virus pandemic happened. The Center for Disease Control says because I am 70, I should not travel. Why does booking.com turn a blind eye to customers and the problems we face? I just want to cancel my hotel room without having to pay a fee. I will NEVER use their website again! Customer service has been nonexistent. The Governor of Oregon and the President of the United States strongly suggest not travelling. But I don't have the money to pay the cancellation fee. So I will probably be travelling to The Dalles.

We were scheduled to fly to London on March 12th, obvious after President Trumps travel ban our trip was cancelled. AIRBNB was AMAZING! Booking, com SUCKED. Airbnb recognized that this pandemic was out of everyones control and gave us a 100% refund, no cancellation fees! Booking.com however chose to profit off this crisis and return NOTHING!
That is not how you do business in this worldwide crisis. You should be ashamed. I can promise you that when this country returns to normal, and it will, that people will remember how you treated them and I for one will not be using Booking.com!

Searched for pet friendly accommodation Mary borough QLD. Chose 64 Barkly St, ( Stranger Cottage). The day before I was to arrive (Friday 21
February I did a search on how to get there to find out the property was in VIC. Contacted lady straight away, and was told how disappointing this was and I wasn't the first person to make this "mistake".

I did get a partial refund, and asked for this problem to be fixed... the listing must have VIC (Victoria) on it, so people are not trapped into thinking the property is in QLD (Queensland). I have placed comments on her site but presume that they have been deleted and the person I phoned at Booking.com had no idea what I was talking about. This was an expensive mistake for me and I presume other people... PLEASE FIX search engine so that this property does not come up Maryborough Queensland and more people get caught out .

I was the victim of a big scam from Booking.com. You should beware if you consider using this service, because they are a bunch of spammers and were extremely unhelpful.

I made a reservation for 22 nights on Booking.com, to stay at a hotel from March 1 through 23. The next day after I made my reservation, I got an email from Booking.com confirming the details. But when I clicked on the link in the confirmation email, I noticed the reservation was canceled.

When I called Booking.com, I told them I was calling about a reservation for Furkat Kasimov (my name) to ask what the reason was for the cancelation. The customer service rep told me that their internal team made a decision "based on my data" to cancel the reservation. They had given me no warning, and they did not give any further details. Needless to say, I was extremely frustrated with the lack of information and rude customer service that I experienced.

I have used Booking.com in the past and usually have a fine experience, but this time was so bad that I'll be recommending to my family and friends not to use this service. The customer service rep refused to connect me with a manager who might have had more information. And even worse, I was unable to cancel the charge. I had been charged when I first made the reservation, and because it was "non refundable, " they told me I could not cancel it even after my reservation was dropped. I had to book a new reservation at a different hotel, basically causing me to throw money away on my wasted Booking.com charge.

And the whole situation could have been much worse, if I had shown up to my original hotel without checking the confirmation email first. I could have arrived with all my luggage thinking my reservation was good to go, only to find it was canceled for no apparent reason. Imagine if this happened to a family traveling with children. It would have been terrible trying to find new lodging last-minute.

The biggest problem here is poor communication. I received no text, no specific email, or anything to notify me that my reservation had been canceled. I only found out after clicking the link in the "confirmation email." This was 3 days before I was supposed to make my trip, and I very easily could have just shown up to the hotel with no reservation. And when I called with my complaint, I received no help.

Overall, I'd say that Booking.com is great at spamming people with emails about promotions and sales, but terrible at actually letting customers know when something is wrong with their reservation. My experience was a complete failure. I hope anyone thinking about using Booking.com sees this complaint so you don't fall victim to the same scam.

I lost, or didn't receive, my reservation data containing reservation number and pincode. There is absolutely no way to communicate with Booking.com about this: all entrances have been blocked by having to provide reservation number and pincode. I even sent letters to Bookings head office in The Netherlands, via officially annotated mail, still no response.
I checked the accomodation: I do have a reservation there but there also do not have the pincode.
It's a business trip; I need the invoice. Impossible to solve this problem. Sounds familiar to anybody?

Dear Sir / Madam,

I did a booking last week in Crown Plaza Dubai under the impression and full trust that I always get the best rates from Booking.com as usual for my entire business with booking.com for so many years.
This was for the perion Feb 15-20.2020; with total amount of SAR 5, 528. Confirmation number is 3531.071.378.

When I was checking today, I realized that prices already droped by almost 15% and currently the price is SAR 4, 972 (SAR 816 Difference).

I would appreciate to kindly let me know how this difference amount will be refunded back to me.

Thank You in advance for your current prompt reply.
Rafik Zaky
[protected]@gmail.com

myBooking.com confirmation is [protected]
pin# 5752
I ordered a 2 night stay at Siesta INN Motel for $140 after I paid with my credit card they sent me a print out for a total of $292 with extra charges for cleaning & resort fees . I called to cancel and then they said it would me $140 to cancel because that is their cancellation policy. My credit card company tried to resolve it but they said they couldn't because that was their policy. This is wrong to double the bill then not let you cancel without fees.

I booked a holiday villa through booking.com in January 2020. The site advertised free cancellation up until July 2020 and there was no mention of any monies being taken up front (I have also since double checked the terms and conditions) My debit card was immediately debited £536.00. I immediately cancelled the booking and it took me several emails to the villa operator and two weeks to get a refund which was £40 less than had been taken. I would not recommend booking.com to anyone as if you have a problem they just refer you to the company you booked with.

Booked a property through booking.com. The property turned out to be an air bnb which required a security deposit which was to be refunded within a week of the checkout date. The refund was not issued. Booking.com was contacted but did nothing other than contact the owner of the property who claimed that a remote control unit for a soundbar could not be located and that the refund would not be granted. I explained that the remote was left on the sofa in the living room but of course had no means to prove it. The point being is that I believe that it was a scam from the beginning, but even in the event that it wasn't, there seems to be no recourse as booking.com does not support it's customers. Even in the event that the remote was misplaced, it has a value of under $20 and the security deposit was $300. Booking.com should have some policy in place to protect against this happening as the booking was made relying on their reputation. Private residences such as air Bnb's should not be supported on their website if the protection is not there for the customer.

I am furious at the lack of help received. Manager refused to take my call! I marked a guest as ‘no show' after they did not arrive! The box that pops up next asks: ‘Do you want to charge a cancellation fee?' Yes/No.
I clicked No, thinking that they were asking for a further charge to to guest! I clicked ‘No' only because I believed I would receive their booking payment in full still, especially as my policy states ‘NOT REFUNDABLE'. But instantly Booking.com refunded the full $1180 to the guest! At no time did I agree to refund full payment! I only said no to a cancellation fee which Is presented as an additional fee that can be charged for inconvenience!
I run a Farmstay, and work extremely hard on the land as well as run the Farmstay, just to cover costs and this loss has been financially damaging at an already difficult time!
Please intervene if you can help recover costs for me please!
Cathy

Hi,
I made a booking to Alpha Hotel, for 2 people, 21/04/2020 - 28/04/2020 costing £610 which said free cancellation up to before 18.00 on the 12th April 2020.
However I did not realise the payment would be taken straight away which has left me very overdrawn. I tried to cancel - but realised I have not received a confirmation email - I still haven't.
Without this confirmation email I have been unable to speak to anyone as the automated system you have will not let you proceed without a confirmation number and PIN - which I haven't got as I have no confirmation email - it is the same if I try to cancel on line.
The authorisation code for the payment is 175999
Could you please look into this as soon as possible as I would like to cancel this booking urgently.
Thanks
Jo-Anne Maycox
[protected]
[protected]@gmail.com

I had booked two rooms in Hayah Golden Hotel, Madinah via booking.com for a price of SAR 1150. Upon arrival in Madinah, it turned out that the property was permanently closed! I had a family of 6 along and it was a huge setback for us.

I had to start looking for a room all over again and managed to find one room (instead of two) for almost double the price. I ended up paying SAR 1810 for a single room in a compromised hotel and had to spend a night with 6 family members in a room meant for 4.

It has been very disappointing since it defeats the main purpose of being able to book ahead at a place of ones' choice within the budget.

I hope this case would be considered fairly and a compensation may be offered to make up for our loss.

We must be charged as much as we originally booked for. looking forward to hear from your team.

Please dont hesitate to contact, should you need more details.

We had no Wi-Fi or Internet the whole week. I was on vacation with gamers and we had no nothing
They said they did not get any information from us during our stay about complaints which they did, but they had no way of getting it because Wi-Fi did not work. I'm getting blown off and my son was basically almost electrocuted by Sparks that flew out on an electrical outlet in left char on his hand. No one is taking responsibility and the customer is right and I want a refund of at least $750.
This is not OK my son is traumatized by the whole event and that this whole incident has ruined my vacation along with no Wi-Fi Internet
and Almost electrocuted my child. Someone needs to take responsibility