Booking.com
Reviews and Complaints

Booked a hotel through their portal for 3 Adults and 1 child (17 years). Noticed that the child's age changed to 0 in the confirmation message. Booking.com agent Christine told me that the hotel doesn't consider 17 yr old as child but failed to answer me why the system accepted it. She didn't allow me to speak to a supervisor and kept telling me that it is the hotel policy and booking.com can't do anything about it. I ended up paying 31 euros more to upgrade and she gave me a reservation that wouldn't allow cancelation, without informing this condition to me prior to booking. The prior reservation could be cancelled anytime! Quite unhappy with the lack of respect for clients and their policy of penalizing the client for their technical screw-up!

Hello, After making a reservation, I received an email to book a car if needed. So I spent this booking through your site booking taking full protection. I received a confirmation email with the insurance certificate and the summary. Only on arrival at the rental agency, it was explained to me that the contract I had contracted through booking, did not appear in their computer and database and that I only had a franchise 960th but no reserve insurance! In addition, the rental agency that was SIXT refused any other insurance that was not theirs! So how is it possible that the protection does not appear in the reservation while everything has been booked at the same time and that I find myself having to pay another insurance of 242e and more because the insurance carried out on your site is considered as "false" by the car rental agency ? I therefore require a refund of the protection insurance contracted on your site in the amount of 79.02 €. I am very disappointed with this kind of practice. Thank you.

Guests were repeatedly abusive to my staff, and then in their review accused me of acting illegally. Their accusation is not true, and is actually defamatory, but the review has been approved by booking.com, and we have not had any further bookings.

I contacted booking.com to ask them to remove it but they said defamation didn't come under the review policy. Does this mean I need to individually take legal action against booking.com?

The appropriate resolution would be for the review to be removed.

Reservation number [protected]

I have unfortunately made a reservation through booking.Com website at the concept living munich serviced apartments and when i arrived at the place it was simply unhealthy and inhabitable.

The place is dirty beyond any minimum sanitary conditions with poor lighting and no security at all. When i arrived at the room, it was dirty, and being allergic to dust & mites i couldnt brief when i checked there were body fluids stain on the bed and more unsanitary conditions in the bathroom.

The receptionist told me that i had to cancel through booking.Com and i did. I filed a complaint and demand full refund to which they denied with no resanable argument.

Booked holiday through Booking.com.
I was totally angered by the whole holiday for the following reasons
-my daughter and grandkids were moved 3 times
-my partner and I had moved once
-the room doors were insecure which was unsettling when we went out
-windows were disgusting and hanging by a thread
-complained to "manageress" and was shouted down in front of guests
-everything in poor state of disrepair
cracked walls everywhere
-bed linen dirty, dont even think it had been changed
-grandkids ended up with fleas
An absolute disaster!
Then I find out after emailing Companies House that the hotel is in liquidation and dissolves 09/08/2019! Tried calling emailing messaging booking.com they said they would be in touch and nothing not happy at all! [protected]

I have a £70 voucher from Booking.com. I made a booking through Booking.com and tried to use the voucher but after going through to the payment page, found that I was unable to find a way of using the coupon on their website. However, having called and spoken to someone at Booking.com, I was told to make the booking again and that I would be refunded the voucher amount after our stay. I followed the instructions and made the booking and the booking confirmation which went through was [protected] and pin code 6224. The payment went through on the 22nd May 2019 and our booking was for the period 25-27 May 2019. I have since been told by someone called Shamika W via an email that Booking.com won't refund our voucher amount as the voucher code was applied to the 1st booking which had been cancelled. I am very surprised to be told that when (1) I had been told by Booking.com on the phone to re-book again and had been reassured that the voucher discount would be refunded to us after our stay and (2) as I was unable to find anywhere to insert the voucher code when checking out, that the code would miraculously attach itself to the 1st booking. This is clearly a scam from Booking.com and they had never meant to refund the voucher.

I made a booking referance# 2090311499 and entered our bank card details on their website for staying at Mini Hotel in Murmansk, Russia. An amount of n 35850 Russian Rubles was deducted from our account in an "online transaction" even before we stayed there (but after entering our card details on the booking.com website and after they deducted a deposit.)
After many weeks (more than a month!) Booking.com still doesn't get back to us. I keep phoning, each time I speak to a different operator in another country and say "I will pass it to my seniors". When I ask for a name, the operator gives their first name only because "I am not allowed to give more info" The last one was today called "Alexander".
He promised to phone back later but yet again no reply. Emailing customer service is also a waste of time.
It appears to me that Booking.com is an unsecured platform and a high risk to use as the avoid proper communication.

I booked a B and B through booking.com
This was in Newcastle Co Down.
I cancelled this and got an e. mail to confirm cancellation.
Next I see the total for the booking has been taken from my account.
I phoned and spoke to Elliott yesterday morning and he was rude.
I phoned the B and B and they had no record of any cancellation and were still expecting me to arrive.
What if I hadn't checked my account?
This withdrawal could have caused my account to be overdrawn and thus fees would have had to be paid.
When do I now get a refund? When I asked Elliot I was told to keep a check on my bank. I do not use internet banking so why should I be trekking to a different town to clear up the mess made by booking.com?

Hotel Terminus, Beziers

Double room booked for 2 for 1 night: check in 27 June 2019, check out 28 June 2019.
Cost 43 euros, already paid for through booking.com

Our train's arrival in Beziers, which was expected to be just after 2300, was delayed by more than an hour. We knew the train was running late earlier in the journey and phoned the hotel to say we would be late.

However the hotel refused to to let us in as they shut their doors just after 2300. We explained the situation, even getting a fellow passenger who spoke good French to assist. However the hotel owner was adamant we would not get entry, even though we had already paid.

The train arrived in Beziers well after midnight and not being able to get the room we booked caused us great inconvenience.

At the least we would like a refund of the 43 euros for a room we never stayed in.

My wife booked a hotel in Paris to hold it. We canceled it an hour later and were alarmed when our AMEX card was charged $9709.14 USD. It's been over a year and we cannot get our money back so we can't take a vacation this year. $10K is a lot of money!

No one was harmed and I'm sure the hotel booked the room and sold it to someone else, thus getting twice the money for it.

Any company that needs to resort to such tactics is one to be avoided at all costs. DO NOT DO BUSINESS WITH BOOKING.COM

Do you folks at Booking.com EVER read complaints?
I was going to ask do you ever actually send anyone to visit/monitor the businesses that you "hawk"; but after my stay at the Laurel Notch Motel in Bordentown NJ, I already know the answer.

I posted the following review of the motel on July 5, 2019 after a horrendous (and DANGEROUS as one of the doors to my room, unbeknownst to me until the last day of my stay, didn't lock except with a chain)

I sent pictures of the dump (lobby the room I was given- - room #15 if anyone ever cares to verify) but they don't appear on the website (only pictures of nice rooms appear on the website) and aside from an automated message stating that the pictures would "be reviewed" before being posted I HAVE NOT RECEIVED ANY COMMENT from Booking.com or the motel.

The place was beyond disgusting and I won't be using Booking.com for anything EVER again...

Below is my review (I had to trim some of it so that it would meet the word count requirements but believe me there was more and more and more to complain about!)

"This was the most disgusting, unkempt, unsafe, disgraceful excuse for a lodging I've ever seen!
· This was the worst motel I've ever seen. It was worse than the stereotypical "fleabag motel" one sees in movies! I should've known, from when I stepped into the lobby, to check in, and it looked like a between a "hoarder's paradise". Lobby: cluttered with old couches, piled high with junk, countertop full of papers and junk. Piles of junk everywhere - -three flat screen tvs in various degrees of dismantlement microwaves, piles of sheets and towels stacked high everywhere, various dirty loveseats and arm chairs, gardening tools and supplies, cartons of "Roundup" pest spray, vacuum cleaners, rusty old tools, You name it- - it was there. The room (room 15) was dark and musty. The bed linens were old and frayed, The carpet was old, stained and didn't appear to have been vacuumed well. There were 3 doors in the room. One - the entry door - - was white with dirty marks all over it; but it worked with an old fashioned key and a chain lock. Second door was supposed to lead to the room next door. It was barred shut with an old dirty board. In the doorway to that door, was a rod, hung crookedly, which I supposed was to serve as a rack on which one could hang clothes (there was no closet. Third door, I didn't open until the last day of my stay, led to a patio, which had an old dead plant in a flower pot on it. The worst thing about that door and patio was...IT DIDN'T LOCK! It had a chain latch across it but the doorknob, which did have a lock on it, did not lock. The only think that kept that door shut was a chain latch. Anyone with a bit of upper body strength and evil intent, could've burst through it with one good hard shove! The night tables had industrial scotch tape holding the veneer on. The panelling was also held in place with wide, industrial strength tape. There was a refrigerator and microwave in the room; but I refused to use either, Mold stench when fridge opened!

· Everything...but the fact that, unbeknownst to me, the door leading to the patio outside didn't lock except with a chain that went across it was very disconcerting! I didn't know this until the day I was about to leave. Had I known I would've demanded my money back and left. The desk clerk gave me a receipt that was the equivalent of a handwritten note with the hotel's name stamped on it and had the nerve to tell me that they had been "using this (method) for 40 years." The dirt, debris and junk in the lobby- - not to mention the linens on the bed, paneling and carpeting certainly looked 40 years old! This place was very much like a place where a movie director would have a heroin addict "shoot up" for his very last time before DEATH!"

Jocelyn E. Brathwaite
I posted as "Lena" as it's my preferred name.

I booked two hotel nights via booking.com, using their map to find a hotel in my preferred location West Hollywood, I finally found one: AC Marriott for 397 eur the two nights. When I received the booking confirmation, the actual adress was actually not matching the pinpoint on the map - the hotel is actually located close to Los Angeles airport. Based on this recent information, I asked booking.com to refund me. While they admitted changing the hotel adress after my booking, they refused to refund me, based on the fact that this was a 'minor' change (takimg into account traffic, the two locations are 1h driving from each other!). I sent 20 emails, 5 phone calls and he took booking.com a week to come back to me with this appalling feedback.

Game and hatred in Booking.com

Yesterday I had a rather curious story, which spoiled my day, exhausted my nerves and emptied my purse.

Booking.com I've been robbed. No, seriously.

So, in order.

I needed to make a reservation for my vacation. As usual, I found a hotel on the portal, which attracted me with its simplicity and convenient location. It was necessary to pay at once that, however, didn't confuse me as I did it earlier.

You probably traveled and know that the Booking is necessary to fill in all the information about the guests, then enter the credit card details and click "Complete the reservation", after which your money will fly to the hotel, and you will become the proud owner of the confirmed reservation.

The money's gone. But the reservation did not appear. I was again thrown to the last page (where credit card data should be hammered), the phrase "it Seems this number is not available on the website please try again or choose another number".

So I encountered for the first time. I have a Genius status which gives me discounts as a frequent traveller. Booking assures me that they have a separate line of support for the owners of Genius status. I call both phones, the answering machine starts talking to me, which informs me that they have a large flow of calls and they can only serve those who have a reservation number. And I would be happy to provide it, but the reservation just did not pass, therefore, I do not have a room. A robotic voice tells me that "if your question is not urgent, email us". And he urgent, he, your OK left, very urgent.
I try to wait on the line, but I constantly repeat "Enter the reservation number." Can't call. Waiting in line - it's useless (I sat for a long time).

Had to write them in support. After some time, they respond and ask to send them a receipt for payment from the Bank. Sending a receipt. Booking informs in writing that the booking has not passed and the refund process has started. I got a call from an employee.

As I was assured by Ksenia (the employee of a Booking), such failure at them - a big rarity and on her memory was the last time a year ago. Okay, apparently, my luck somewhere thumped, in that case. Assure me that this will not happen again, and the refund will be within 48 hours.

Think: okay. Wait for return. But I need to make a reservation. I don't know what my contused stump was thinking. But I take and book the second time the same room in the same hotel. What happened next - guess for yourself?

Correctly. Everything happens according to the same scenario. Again, the money flies away, again does not pass the reservation. As a result, I sit without reservation and without money.

An employee of the Booking advises me to contact the Bank to dispute the transaction, so that I return the funds blocked in the account.

Tinkoff is our best friend (Hello, Tinkoff Bank). In the chat, I explain the situation to the employee, send all screenshots of correspondence with the Booking, as a result, the Bank makes the unlocking of funds in the account and they become available to me again. Since I'm afraid of stealing money from the card, I transfer part of the amount to another account just in case.
An employee of the Bank politely warns me that I need to notify the Booking that there was no re-write-off, which I do. Get the answer that everything will be alright, writing off, then we have solved your problem.

I kind of gasped and went to look for a booking in another hotel (finally Like I've been robbed Booking.com). Found that for the hotel, which I liked, Booking offers 650€. On the website of this hotel I buy a room for 320€ (HALF). This is so, by the way, you can Google the name of the hotel and it will give (as an aggregator) the results of the hotel from the hotel aggregators.

By the time night comes. The negativity slowly all went away, I calmed down, thinking that "yay, everything is fine."
Now.

BAM-340€. BAM -- another -340€ per card.
On the card, the balance is written off and a technical overdraft is formed (minus amount on the debit card).
I first stood the hair on end, and then I was hit Aki Eyjafjallajökull in 2010-m to year.
Tinkoff Bank's support assured me that this technical overdraft does not pose any danger to me, it does not accrue any interest or Commission, thank you for that. As explained by the Bank - first Booking blocked the amount in my account, the Bank canceled the lock. And then the Bank still authorized the amount, although they assured me in a letter that they will not do it. Great school, Town.
Tinkoff promised me that they would challenge the operation, but I need to contact the support service and explain the situation.

During the afternoon conversation with the Booking officer, I asked for additional phone numbers, which I can call to support. I was given 3 rooms.
My fortune had already caught a squirrel, so all 3 rooms were unavailable for the same reasons - the operators did not answer, the robot offered to enter me a reservation number, which is not. Awesome, yeah.

Writing an angry letter of support, I waited. A few hours later, an employee asked me AGAIN for payment documents for transactions. I re-provided them and waited for a refund. Write-offs also occurred in the €.

Today I was returned the money in currency to the currency account. On ruble hung technical overdraft, which I had to cover the transfer between accounts with the next conversion.

The Booking officer briefly replied to my letter that they apologize. I really want them to put that apology as deep into their system as they can. My question is whether they are going to explain the situation or compensate me for the time spent, nerves and money for conversion (about 3 thousand rubles), answered on duty - sorry, we hope that you will continue to use the service.

No. I won't. I lost because Booking.com money, 4 hours of time (in total it took all the proceedings) and a lot of nerves, because I, alas, a very impressionable person and take everything to heart.

Hope you and your schemes and your this attitude and inflated prices once go up in flames.

Choose other services for booking, friends.

P.S. Proof in attache.

QUESTION. Where to write? I have two days of correspondence with support, wrote more than 20 letters of the same, but each time I meet a new employee and requires more information, and then ignores my appeal. Where to complain? Phones not working, emails not getting through, I want to punish them for such, and let them have written that they are not responsible at all for anything (really, unfortunately), but I want justice, or at least the relationship is not such a bestial, as it is now.

I had some guests a few days back and they were really the devil's incarnation. We took such good care of them, but they gave us a really bad review score. When we told booking.com the same, the customer care was not willing at all to help. They kept redirecting me here and there.

I have several hotels under collaboration with booking.com, and this have been the biggest mistake of my life. Never ever partner with them. They expect you to take care of their guests, but even if you sacrifice your life for them, they do not take care of you.

Please see above. I had booked for 2 people for one night on 6/29/19. The name of the establishment is Airport Lay Over, near the Denver, CO airport It is actually a house (though it's advertised as a "Bed and Breakfast") located away from the airport in an area that was extremely difficult to find. We found the "innkeeper" extremely unhelpful in giving us directions, or being very courteous to us when we arrived. It was clearly stated that we would arrive after the "normal" check in time.
Granted it was an extremely warm evening, but there was no air conditioning in the house, only a fan that circulated hot air in the room. The pictures in the advertisement are totally misleading and our room looked nothing like the one in the advertisement. There were no markings on the front of the building to let us know we were in the right place.
We reserved and paid for lodging at Airport Lay Over in Denver, CO (Confirmation # 2942.469.743). The website description of the booking and descriptions were misleading and totally inaccurate. Our room had 2 non-working clocks, a lamp where I needed to screw in the light bulb, a fan that only made the heat in the room worse, a bathroom with used toiletries in it (used toothpaste and a bottle of mouthwash), only one set of towels when the reservation was for 2 people, an upset on-site person because we couldn't find the place eventhough it specifically states on the e-mail confirmation that we would be there after the normal check in hours, a shower that automatically turns off before the water reaches an acceptable temperature, and NO BREAKFAST during the advertised time ( supposedly from 7-9 AM but there was nothing set up by 7:10AM).
I would like a full refund of my $95.02.

Placed a reservation with booking.com and went back to verify prior to leaving and was informed by the representitve that I could recieve a lower rate if would send him the numbers from the back of a google play card when I refused I was threatened amoung other things. When I contacted booking rep @ 1888-850-3958 I was told"that was not the policy of booking.com, that I cancelled the reservation and would be charged $212.00 anyway and there was nothing more she could do" and when I tried to explain it was like she was reading from a q-card ie... Your not getting your money back even though I have to be in the town I was cancelled in! Note to self next time book with a reputable company!

Hi, I was booked a room in Beijing of China for 28th June 2019 in the day of 24th June 2019. Booking.com was charged the fee and provide me the confirmation number and pin code. When 28th June 2019, I went to the hotel, and the staff told me about their room fully booked. They said they never corporate with Booking.com. And not accept foreigner to in their hotel. When I showed them my confirmation code. They really don't know about it and asked me to cancel the room to request free cancellation. But, the fees already charged. Booking.com reply due to the contract there was not refund due to you cancel the room. I felt overy disappointed to booking.com. because of resorted to deception. Provided the confirmation code then the hotel didn't got the information. After that, charge the fee of cancellation.

Hello,

I've been scammed 3 times now by a booking.com website that is very similar to booking.com but is actually listed as cars.booking.com. I have erroneously made bookings to this site 3 times without knowing and cannot cancel or dispute a pending charge on my credit card. This makes it very very difficult to do this while traveling and I have to remember to do this after charge goes thru.

Booking.com will not do anything to retify this scam even though many many people have fallen for it and have been taken and maybe have to cancel their credit cards.

This is the site scamming everyone:
https://cars.booking.com/SearchResults.do?doYear=2019&puLocationType=airport&serverName=cars.booking.com&rateQualifier.frequentTravelerIDNumber=&fromFts=true&doCountryCode=&driversAge=30&filterTo=20&countryCode=us&doMinute=00&rateQualifier.discountNbr=&puYear=2019&puSearchAgainInput=San+Francisco+Intl%2c+US+(SFO)&affiliateCode=booking-cars&puMinute=00&searchType=geosearch&doDay=29&filterFrom=0&coordinates=37.618972%2c-122.374889&puMonth=7&rateQualifier.rateCode=&carCategory=&doHour=10&puSearchInput=San+Francisco+Intl%2c+US+(SFO)&rateQualifier.accountNo=&puDay=22&newSearchResults=true&puHour=10&preferred_company=&rateQualifier.partnerCode=&doMonth=7&filterName=CarCategorisationSupplierFilter

I want this bogus site taken down and Booking.com fined for knowingly allowing this to continue.

Please contact me at [protected]@gmail.com or at [protected] if you have any questions. Thanks Dennis Benson

1. I arrived at 11.30am and the host cancelled our booking
2. After hours (literally hours) we managed to have our second booking.
3. I paid 900+ euro by credit card
4. We entered in our new apartment and it was full of people
5. Calling back, they asked us to go in a far away place (Montjuic from Sagrada Familia)
6. In the meantime (1hour+) they robbed my reflex at jamon y vino bar
7. Got the refound of the second apartment
8. I need to pay another airbnb accommodation.
9. We had our apartment at 9.30pm, 10 hours later our arrival
10. For all this stuff: max refound 25 euros

I was wrongfully charged for a reservation I did not confirm. I never received an e-mail confirmation and on June 29 I was charged a $91 USD "no show" fee. I called Booking.com and Manzil Hotel's customer service and they were unable to resolve my matter. They did not bother to even look into the matter and just told me that I made a reservation and did not cancel it within 48 hours. As I stated before, and also in my booking.com account I did not receive a confirmation e-mail or intend to make this reservation.