Booking.com
Reviews and Complaints

12/16/19
RIDEWAYS MANCHESTER M3 GB

Reference #: 74143619350000719890051
Transaction Date: 12/14/19

The service (airport-hotel-airport transfer) that had been paid for around $55 has not been provided . The transfer been served only one way: from Moantevideo Airport to the honel. For return transfer the car did not arrive at proper time.I was about to miss my flight
And I needed to run around the hotel for the street taxi
I'm 73 old and had a heart promblem while/and after I was chasing the street taxi
I got one, paid and saved receipt
Please help to arrange immediate refund and send this case info to the properauthorities
Thanks
Julius Mastitski

Hi. I booked a hotel APM Inn & Suits on the 28th of december through to stay in Orlando, Florida. This was for me and my daughter. We arrived the hotel from airport at 11pm and found out that the hotel was overbooked. The receptionist there asked me to get the booking.com to find me an alternative place to stay. After a while the representative from booking.com found us a hotel which was over $200 more expensive. I explained that I cannot afford this. After an hour and a half of trying to sort everything out the receptionist in the hotel (APM Inn) said that someone didn't check in so they give us the room... then made the reservation and took the payment and then discovered that someone actually was in this room already. I explained all my frustration for the booking.com representative and he was very rude. The receptionist from APM then felt sorry for us as it was already after the midnight so she went and cleaned a room for us where the last quest had left but the maid hadn't been. So finally from 1 am we got a room that was cleaned with rush, the sheets were all stained, there wasn't even a bin in the room so we were left disgusted but had no chance to stay til morning as booking.com couldn't find us the alternative that would have matched our price range. With frustration I said that this is just not acceptable that I have to pay for this kind of treatment and room and Im asking for refund but the booking.com just offered me $20. Im beyond disgusted of how me and my daughter was treated. The hotel was in horrible condition, they didn't had enough staff working and the costumers were all complaining about the service and for not getting the rooms they had booked. It was a chaos and booking.com did not deliver on helping us or acknowledging that this situation was unacceptable and should be refunded... instead they suggested for me to have a shower and rest and when I asked where can I make an official complaint I got an answer that "we can discuss this later" Im expecting a full refund for that stay.

Dear Booking.com Complaints department.
I feel unfairly treated by you Company and I am writing a Complain regarding to your services and also connected provider (Booking.Basic).
On 29.December.2019 19.49 I made a booking trough your services for the followings:
The St. George's Park Hotel
Confirmation number [protected]
PIN code 413536
Booking details 3 nights, 1 rooms
Check-in Friday 14 February 2020
Check-outMonday 17 February 2020

I paid the sum requested by card, this was automatically taken off from my account, then, after another half hour, I got an email from you as below:
Your booking is declined
We've refunded you and cancelled your booking at The St. George's Park Hotel. We weren't able to confirm your booking with our partner provider. We're sorry for any trouble.
I thought that may be some mistake so first checked again the room availability which was still available so then I thought it may be some communication issue between Booking.com and the Hotel, and decided to check this.
Next day I called your Customer Support Team three times in a row, just to find out various things about your company related to the booking.
1.They said there is no escalation possibility when asking for a supervisor(please, can you confirm this so i can contact Customer
2.I was waiting at least 10 minutes each call just to get an operative from your end (this means that you have or a high volume of complains or low number of available operators)
3.First Call: I spoke with a guy called Achmed, whom when presented the situation he said it cannot do nothing because it wasn't some error, then I mentioned that must be a systematical error as the rooms they are still available, then I was told that basically this was made by your partner company which by the way has same customer support but they still can't help with my enquiry and the hotel doesin't have a phone number in your files so I shall call myself the hotel to be organised this, in behalf of your company?-which sounded really strange i even mentioned that i was expecting that your company to handle the whole situation, but finally when heard that he tells me to google the hotel phone number then I realized your company is lacking even for the required basic information(which is very sad and troubling for a company as yours ) so i agreed, and I called them, but no one answered, then I called again your customer service, just to find out that Achmed handles another complain, and unable to assist so i have to speak with another representative instead, then when I asked o speak with a supervisor he ended the call, this is not something what I would expect from a company as yours this is something very rude and unfair.So i had no choice then to wait another 10+minutes and start the whole game again, which i did agin as below.
4.After another long wait at third time, I managed to speak with another customer support representative, just to find out this time in polite way that he cannot escalate the call for a supervisor, and even the supervisor wont be able to sort out this, only the hotel, OK I told him that I already contacted the Hotel, which he didn't answer the phone, so what else i can do then I was told that I shouldn't make use of your services when Booking.basic acts as intermediary, which again surprised-me as this is something too ambiguous and strange to understand, if a service hallmarked by your company doesin't work then why is still listed?It damages your whole company credibility and lowers considerably customer ratings.
5.Not sure how it is possible that a Hotel represented trough your Company doesin't have contact number or an email address?Ah, then I realized why Booking.Com was unable to confirm my booking, that's why...Please let me know if this very concerning issue has been rectified, this is a very silly error still not sure how it is possible to have a hotel in your database without these absolutely basic details, that's something unheard, please confirm that this was rectified also.
6.I have checked my bank transactions and it shows clearly Booking.Com so legally then it is your company involved.
7.I would like to complain against your at least troubling if not fraudulent system to take of the payment from my card before the Hotel confirms the booking, hope this works like this only when booking.basic is involved, if not then this will create many otherwise avoidable complains.Please confirm this will be at least rectified soon as not always you are able to wait for a refund up to 2 weeks when payment was taken instantly, of if this is hard to organised then I am expecting that booking.com to organised immediately another alternative booking instead without being myself to be asked o contact the hotel on behalf of your Company which is again unheard.
Please read carefully my Complain as I am waiting soon for a reply and a follow up will commence soon until the situation it is resolved in reasonable manner, also I am going to liable your company for the expenses caused and time required to make this formal written and my previous complain over the phone, and implement when possible my recommendations and make sure that this wont happen again in future.I am expecting that your company to process my declined booking if not possible then to provide-me with a similar one with a considerable discount for all this hassle.

Regards

Hi,

There is a booking made by booking.com with booking.com ref id : [protected]
Hotel confirmation number [protected]

I had no idea about this booking and i had not plan any travel from 24th december to 31st december 2019.

I have verified with bank as well and as per bank the payment has not been claimed by Hilton hotels yet.

As i have not checked in and not staying in any of hilton properties, i would like to request you to not to claim this payment.

I remember searching for booking but have not authorised any such booking.

Please help me through this fraud by booking.con

Thanks,
Kamal

14/12/19

Re Booking at Sydney Boutique Hotel
Confirmation [protected] made 13/12/2019

I booked this hotel while in Sydney. I did look at all the pictures and reviews. The room I saw had no resemblance to the room or quality of room I was given.
I dropped my luggage off at 10:30 am and returned at 17:00 ish. The same lovely hotel employee checked
another couple in while I waited. This was strange.
He repeatedly apologized profusely and said we had to go outside and walk to another building. I assumed next door. Not so. It was on another street, parallel. We walked up 3 flights of stairs to a dark dingy room that smelled of mold. He continued to apologize.
There was a wedding party staying there and they could be heard from there room 2 floors below.

I said I would not stay and asked for my money back and said he, the receptionist, was not allowed to do that as it was a booking.com reservation. I could email the owner.
I would need to take it up with them and booking.com. His shift was over and another man was taking over.
This hotel should be removed from your site until they can consistently represent what they advertise.
I request a complete refund.

Thank you,

Christine Bodell

This is my first time use booking.com, and the experience is awful
1. Confirmation number: [protected]; the hostel doesn't exsit
2. Confirmation Number: [protected]; cancel the hostel but booking.com charge full
3. Confirmation Number: [protected]; cancel the hostel but booking.com charge full
if booking.com didn't return my money, i will never use this website ever. there is a lot of other website given better deal.

07/09/2019
Car rental booking enquiry made on 7/9/19 your reference [protected].
for driver John Clinton
Payment request made by you on my Mastercard for £235.42. Please note: I would not have used my Mastercard for a for a booking in his name.
I received information from you that a car rental booking reference [protected] had been confirmed for driver Josephine Clinton.

On 10/9/19 I received notification from you that I had not yet confirmed my booking.

On 12/9/19 I cancelled this booking as it was incorrect and made a booking with another company.

I have since contacted customerservices@cars.booking.com (now Rentalcars.com) on numerous occasions, being fobbed off at every turn.

I believe that £235.42 has been taken from my account erroneously resulting in us having to pay twice for one car rental.

I sent a Data Protection request to Rentalcars.com. which I downloaded - these these have since disappeared.

Please investigate asap.

John and Josephine Clinton

We booked a car on booking.com it says that you pay at counter the confiramtion number is [protected]. The car company easy car rental in west palm beach. The actual charge was with carrentals.com... Booking.com has manipulated it way of conducting business on the internet by not actually charging your card but using other companies to limit there liablilty, booking.com is known to be misleading and very unethical in its business practices, marketing and misrepresentations on how they do business. They make it impossible to contact them - you are unable to get throught to there customer service because the confrmation email only has booking number and no pin number. It is time that this website is blocked in usa and canada for its unethical misleading way of doing business. We are now investigating all our options... Class action lawsuits besides contacting our representatives in the government both in canada and usa to have there website blocked since there are thousands of complaints of how unethical and misleading booking.com conducts business. The confirmation number is [protected]
We do not want the rental cancelled we want booking.com to honur what it says in the email and website... We wanted to change the credit card and that was refused by carentals, com and easy car rental...

Lets see how effective you are able to get answers... Or get someone at booking.com to contact us... Or do we go the press and social media to share this matter and wake up the drectors at booking.com that we are on a mission to hold them liable for false, misleading uethical business practices both in canada and usa

My name is Jennifer Worrell and my Visa credit card was illegally used to pay three hotel bills on Booking.com. This has just come to my attention and I would like you to investigate this query with a view to retrieving/refunding these funds to me. Apparently they were made from India and I have not visited India since 1998. Please I need your assistance because these add up to a considerable amount.

24.08.2018 : Hotel on Booking.com Amsterdam NDL : a charge of RUB 94, 500.00 (1450.64 chf)
24.08.2018: Hotel on Booking.com Amsterdam NDL : a charge of RUB 111, 435.00 (1710.61)
06.09.2018 Hotel on Booking.com Amsterdam NDL: a charge of RUB111, 435 (1645.51 Chf

We booked a room in Golden Tulip Al Nasiriah Hotel. As an option we chose no prepayment variant which was suggested by the hotel itself. Yesterday I got a message from the hotel via Bookin.com that we have to give credit card details in 48 hours otherwise they will cancell our reservation . But the problem is, we have already given this info while making a reservation via Bookin.com so is there any need to ask for the credit card details again? I wrote them and called no one asked me. Hotel gives an option of '' no prepayment'' so why do they need our credit card number and other details again?

I booked a luxury resort in Fort Lauderdale for 3 nights for a king room at a non-refundable rate. Grand daughter wanted to join us so tried to upgrade to 2 queen beds. Booking.com stated I would have to cancel the king booking and would be charged full rate for the three prepaid nights and rebook. Original cost of 3 nights $450. Cost of new reservation $530 for a total of $980. Finally called the hotel direct and they were most accommodating and fixed it.

Booking.com is a money trap and I will never use it again.
Reservation confirmation 2161.294.250
Crown Plaza Hotel and Resort, Fort Lauderdale FL

Room was not as advertised. Offered a room called "booking.basic" which includes all taxes and fees in price. Once we arrived we had to pay additional monies for taxes and fees. Listing also said partial ocean view, room had no view at all with all the windows being opaque so you can't even see out them. Called Customer service and they were absolutely worthless!

Hello,
I booked a hotel back at the end of July and had accidentally booked it for the wrong date, not realizing I had confirmed something that was non refundable. I immediately cancelled this after realizing my mistake but was still charged over 400.00 for the room. I was not able to go to the hotel on the date I reserved which is why it was immediately cancelled. I understand a no refund policy but within 24 hours to realize I had made a mistake and to not be able to move the reservation is completely unacceptable. I was treated poorly when calling to speak to customer service and will continue to dissuade others from using this website.

I listed my investment property on booking.com on 8th October 2019 and they said they would send me a code to verify the property by 18th Oct. I thought it would be sent to my home address but later thought it might have been the actual listed address but I forgot to check.
On 6/11 booking.com terminated my account saying there were fraudulent and irregular activities with no further advice on how I could reinstate or reactivate the account
Spoke to customer service who said it was closed due to the address not being verified. Even if I found the code in the mail to verify the addresss, they would not reopen my account.
That is the most unreasonable action any company has taken.
There was no fore warning that if the address wasn't verified that the account would be terminated forever.
To top it off they said it was effective 14 days from the email, but they have closed my account and I can't access it.
They also cancelled all my bookings and emailed me that I had successfully cancelled them!
They told my guest that I no longer worked for them. I never did. They worked for me as I paid them commission for the bookings coming through! The customer service member didn't have a good grasp of English.
I hope someone can help me out with this.

I am thoroughly disgusted with Booking.Com. They advertised a hotel that was so hideous it was like being in a horror movie. I paid for it through their site so I was forced to spend a night there or forfeit all my money. I took photos of the broken, smelly, dirty, run down room and contacted Booking.Com. They said I hadn't paid enough for the room to get any customer service from them. WHAT business are they running exactly? A hotel booking one or a customer service one. I thought I was paying for a hotel booking, but apparently I was supposed to pay for customer service. Is this even LEGAL? Falsely advertise, take money and refuse to even help with a complaint? They are thieves! Don't use them. Contact the hotel directly.

I booked to stay one night in Holiday Inn Express Sheffield city centre on the 18th October and paid you with my credit card of which I can prove through a statement.
Then the Express Inn asked for the payment again that night, of which I can prove through statement.
I therefore will be cancelling by credit card payment to booking. com.
Many thanks
Sarah Coleman

Dear Sir/Madam
I booked a night stay at the Finedon Lodge through yourselves yesterday on 30th October
- Confirmation Number [protected]
- Booked VIA bookin.com.

When I arrived at the hotel there was nobody at reception to check me in even though I had booked and purchased a room off your website (booking.com). I tried calling the hotel several times and no-one answered the phone. After this I rang your helpline to see if they could contact the owners and get me checked in. I was left on hold for a substantial amount of time once I got through, I was told I would get a phone all back within 30 minutes once they had spoken with the hotel whether this was by email or phone. I was told by booking.com customer representative that if the hotel did not come back with in 30 mins booking.com would find me another hotel close to where I had already booked. I did not get a call and when I tried to call back, I couldn't get through as they have said the confirmation number has already been used.
Again, I never received a phone call back from you or the hotel. I was left outside in the cold wondering what I should do. I had booked and paid for a hotel and didn't have a room and had nowhere to go or sleep for the night. I had been working throughout the day and had to return to work duties early the next morning, hence the reason for booking the hotel. As it was getting later and later into the night, I was forced to book myself into another hotel at a premium price as it was so late which incurred further costs and further delay in my rest period between work shifts.
I am extremely disappointed in the level of customer service that I was given and experienced due to this catalogue of errors and I expect a full refund and more from yourselves as compensation.

I have sent more emails than I can count regarding a booking made for a hotel room. Attached is an email copy advising I am due a refund as the room was double booked and we couldnt stay in it.
I have still not received anything and this has been since September 10th. I keep repeating the same emails and I'm getting nowhere. I wish to complain and take this alot further as I value the website but not enough that I am not cared for in respect of my business to them.

Dear Sirs, I was charged for a booking at Hotel casa celestino for 400 euros. This booking does not show in my bookings and I had canceled my bookings for that trip due to a death in the family. I am requesting to be reimbursed for this amount or at least for it to be kept in my account for future use. To note that I have been using this website for my bookings for many years and I'm aware of the cancellation process, and this booking didn't and still doesn't show in my bookings. Thank you for your action.
Rachel