Booking.com
Reviews and Complaints

Long story short, I booked 2 rooms at the same hotel through the booking.com website with both of them on the free cancellation options (Conf# [protected] / Pin# 7779).

However, this week i have had some life events which have precluded me from getting to the hotel without causing a lot of heartache for my family. When i went to cancel, i saw that there was an issue with the cancellation on the queen room in that it was non-refundable which is not the option that i chose. Being that this is generally a hotel policy, i contacted the hotel in which i was told that i would have to email the manager which i did. I did not hear anything back from the manager at all yesterday, but what i did get from the front desk rep last night was that she couldn't find a reservation for me in their system. This prompted me to call customer service.

The customer service peron on 3/19 was actually nice to speak to (even though it was hard to understand her) she explained that it was a hotel policy and that she would need to send an email to the hotel. I understood that part and took into consideration her advisement and waited until this morning.

I send another follow up email to the manger this morning and received a response from the manger that the policies for refundable rooms were set by booking.com and that the hotel abides by those policies. This was somewhat contrary to what i was informed which prompted me to call customer service again.

This time, I received the worst customer service of the year. I explained to the rep what i wanted which was to cancel the queen room but that i didn't want to cancel the king room if the queen room couldn't be cancelled, i would just put my family through trash to get there as $600 is not a small piece of change. The agent acknowledged and during the call she seemed irritated to even be speaking with me. She placed me on hold and called the hotel and came back saying that she would have to email the manager. I said Ok.

Then, before anything else could happen, she cancelled the king room without me saying ok to it. Furthermore, when i stated that wasn't what i wanted the representative copped even more attitude with me. I then asked for a supervisor to which she responded she didn't have one. I then told her that i wanted one and to go find one because at this point in time, not only am i stuck with this room that i might not be able to get out of, but i don't have a fall back plan if i can't get out of it. She placed me on hold for quite awhile. When she came back on the phone she TOLD me (not informed) that i would be working directly with her and not a supervisor and that now i had a king room and the queen room. When i said ok (I couldn't talk through it further) she told me to have a great day (with some attitude i might add) and disconnected the call.

Additionally to the below email that was sent yesterday. I got the issue resolved and had two rooms booked again at this hotel as i was not able to receive a free cancellation. Both rooms were on separate reservations. I had also received a $150 credit from the supervisor as a good will gesture. While I wasn't exactly pleased with the outcome, i wasn't unhappy, just more indifferent.

However when i checked my reservations this morning, all reservations through booking.com had been cancelled. I called the hotel first and they are not aware of any issues. Along with this, I received an email from Axel (a sr rep I am assuming) saying that due to my account status, no further information can be given and to read the terms and conditions. As this does not make much sense to me as a consumer, i called booking.com support who advised that they could not give me any information which makes me think that the reservations were cancelled by him. This is all even though the hotel has already charged my card for the queen rooms.

I am very concerned and confused right now to the point that i am about to have an emotional breakdown as this impacts my family.

Dear Sir/Madam,

I would like to express my dissatisfaction with the failure of Booking.com and the website's system error that was resulted in significant amount of charge of my credit card, and would like to request for assistance with this matter.

The problem is that I tried to reserve a hotel room for 7 days through Booking.com. I checked three hotels that were Hilton Istanbul Bosphorus Hotel, Titanic city Taksim Hotel and Fuga Hotel for the check in date of February 9th and check out date of February 16th but each time that I tried for reservation after I put my credit card information in, the website showed me a red text on the top of the reservation page saying "the room is unavailable" and I could not book any of the above hotels and there was not any payment or booking confirmation sent to me or shown on the screen (we never clicked on any button to finalize our reservation and nothing showed up on the webpage that any reservations were made). Hence, I gave up on booking.com and decided to reserve a hotel by a travel agency and they booked Titanic Down Town hotel for me from 9th of February to 16th and I stayed there for the mentioned period of time.

Unfortunately, when I was checking my credit card account 5 days ago I found that Booking.com has charged me for all three Hotels for the significant amounts of EUR 684.95 on 29/01/2019, for TITANIC HOTELS/AYGUN IS and 356.68 TRY for Fuga Hotel on 09/02/2019 and 4990.81 TRY for Hilton International C Istanbul on 05/02/2019.
I have talked with three customer service experts of Booking.com about my problem but they have just told me to talk with the Hotels directly and I the Hotels obviously direct me back to Booking.com.

As this is Booking.com system error and mistake, Booking.com should take the responsibility to compensate for the cost.

Here are my booking ids that Booking.com's customer service experts sent me around 5 days ago:
Hilton Istanbul Bosphorus ([protected])
Titanic City Taksim ([protected])

Given this situation I would like to request Booking.com ‘s customer service team to take full responsibility of this failure and compensate my cost.

Looking forward to hearing from you soon.

Yours faithfully,

Arash Motaghi

I booked 2 reservations through booking.com and needed to confirm with the hotel (I had selected to pre-pay and the hotel hasn't charged my card yet - after 2 weeks). I didn't have my reservation # on me, so I wanted to look at my bookings online. The booking.com website won't let me sign in - it just gives me a blank screen. I tried FireFox, IE and Chrome. I tried private browsing with the same result. In the meantime, the hotel found one of my reservations, but can't find the other one and they can't help me without that reservation number. This system sucks. From now on, I'm just going to call the hotel directly. If I have to pay more, at least I'll have a confirmed reservation in hand.

I had made a booking in fab hotel silver in in noida from 18-2-19 to 21-2-19. I duly checked in hotel & checked out on 21st feb. While checking out I paid charges due to me & asked for bill. I was told that it will be sent by email.

When I inquired about my bill from hotel later on, I was told that bill will be given to booking.com site only as they had booked the hotel. Other sites such as makemytrip never had such issues.

When I logged in booking.com site, I was surprised to see that my hotel booking has been cancelled. I sent complaint to them for sending me my bill but no answer. I submitted complaint in their system but again no response.

When I called them, they said bill will be sent to me by hotel itself.

I do not know now how can I get my bill for claiming reimbursement. Is such a simple thing so difficult or them? If so then what is the purpose of such web site?

Dear sir or madam
I reserved through booking. Com one night included breakfast in leamington hotel under confirmation no. [protected] start 12 March 2019.
When I reached the hote I found it under renovation and the room was a miss.
In the Morning they didn't have a breakfast due to renovation of the kitchen.
They told us to complain to booking.com.
I request a full refund of my payment to my credit card. As I consider myself a regular client to booking.com, And I do all my reservations through them, due to my trust on this site.
Waiting for feedback.

Hello,

I just booked a room in Athens, Greece at the Hotel Phidias.
Out of the options available, I selected a double room with single bed for 2 people.
My stay was for 3 nights and the fee I saw on the site for this service was 172.50 euro.( as per attached)
While I was making the payment I ended up paying for 228 Euro out of the blue.
The option I selected was non-refundable and now, the site shows different fees.
I only got the chance to take a picture of the options as they immediately changed after this.

This is not acceptable out of a site that has so many clients daily and I will make sure that other people learn of this experience in order to avoid this operator.

Respectfully,
Madalina Dragan

Dear Sir/Madam,

We are dealing with Booking.com since very long. But now we regret our age old association with you.
Booking number:
[protected]

We are writing to follow up on our trail conversation about a problem we are having to live with no mistake of ours.
Subject hotel cancelled the room when we arrived at their hotel and assured of NO CHARGES as it was their take not to grant us room.
Very next day we have message from our bank informing ‘ PIERRE &VACANCES has charged our credit card with Euro 206/-
Up on calling their admin, she was sounding apological for the incident and promised to refund same amount as soon as possible as it was their mistake.
Not to forget that we never complained about being on the street for that night with 3 kids in a unknown city.

Why is this delay if you accept your mistake and are ready to transfer the fund while on phone and your trail mail notification's

We are totally dissatisfied with your service & demand our consumer rights to be justified here ASAP.

European Consumer Centre in Spain- Please advise us in this situation how to proceed if the concerned still delays the agreed amount to be refunded, Appreciate your prompt response.

Booking.com, we need your immediate action on this matter.

Do contact me to confirm that you will honor my request. I have prepared a complaint for submission to the proper agencies for investigation and also will lodge a formal complaint with Consumer Affairs in my region as well as EU complaint cell /Barcelona/Spain.

We will not file the complaint if you resolve the problem within next 48 hours.
We would like to have this problem fixed quickly .Thank you for your anticipated assistance in resolving our problem.

I look forward to your reply and a resolution to our problem.

Waiting to have your revert.

Dear Sir / Madam,
I am writing to you as just by chance I have found out this "Hotel" is still listed on booking.com.
I had the unfortunate experience of staying at the "Addison Lodge" last year. How this is still listed as an hotel on your website is beyond belief.
I was further shocked to see it is still operating as a "Hotel"
If there were to be a health and safety inspection I am certain it would be shut down immediatley.
There are too many faults with this so called "Hotel" to mention.
However from what I have learned recently, the authorities actually closed it down.So why is it still listed on your website?
My friend and I questioned amongst ourselves that this really needs to be investigated in order to save any other unfortunate souls the experience of staying
there!
Please take the time to read the actual reviews, as recent as this month, February 2019.

Regards

C K

Confirmation no..[protected] pin 8389 l have just arrived back from a two night stay at the Highfield hotel in Middlesbrough.it was horrendous, very dusty, Extremely dirty and very warm, l did not stop sneezing or get much sleep the two days l was there..l had an extremely bad headache from the heating, and have made myself a doctor's appointment for tomorrow, to get checked out as l feel really ill.

Also there was no lift and l have a disability... absolutely disgraceful!

I want a full refund, l will never use booking.com again..l have used your services for years too.

On 21/02/2019, I booked a hire car with booking.com under the knowledge that it would cost me £60 for a young drivers fee (even though i've been driving for 6 years) and that i'd need to give a £1, 500 deposit. I was unaware of the fact that i needed to have a credit card registered in my name to be able to collect the car. After finding out this information from having to read the terms and conditions document, i went to cancel the booking within 30 minutes of making it, finding that i was now expected to pay £40 to cancel it! These costs are ridiculous. I want to refuse to pay the £40 just for the fact that i dont have a credit card!
Won't be using Booking.com anytime soon and i definately don't recommend them for car hire.

My Name is Harrison Chiger my email is [protected]@gmail.com. I am currently residing in Rome Italy for the academic semester. Last week I was trying to book a hotel for the dates 3/4-3/6. I found a hotel and went through all the steps on the website to book it. I entered my credit card number and clicked submit. The Hotel was called hotel Belleveder in Rome. After I hit submit with all my information inputed the website crashed. I waited an hour for a confirmation email but never recieved one. I went back on the website to try and find it again but I couldnt and my reservation didnt show up in the app. So I found a different hotel, called Love Vatican. I put in all of my information again and hit submit and that one went through. I immediatley got a confirmation email the second time and it showed up in the app. The next day I got an emial from booking.com saying that I had two reservations on the same dates. I called the customer service number and they cancelled the first reservation but were not able to save me the cancellation fee. I do not feel I should be responseable for that fee, I didnt even know my reservation went though there was no confirmation and as a result I booked a second one. On top of that when I booked the first hotel (Belleveder) I selected not to be charged until I arrived and was still charged the next day. I would like to be reembirshed for the cost of that room, I should not have to pay because your webiste did not confirm my reservation. Please get back to me as soon as possible I would like this matter resolved. Horrible first expereince with Booking.com

I was using booking.com for some years and Itrusted them. However, I realized that this was a big mistake. For a booking at Convention Porte De Versailles Paris, I canceled my reservation timely (November 29, 2018) due to a change in my travel plans, it was an early cancellation and it was clearly stated thatI would not be charged for this cancellation. But I saw that the facility charged the full fee. I have tried to get contact with the facility, but no luck. Then I wrote booking.comseveral times they told me that the total amount was not charged it was just provision. However, my bank told me that it is not a provision and I now have to pay 877 euros.

So never trust booking.com.

I work at a hotel and you guys screw up a lot booking rooms we don't have giving people rooms they don't want . I wish you people would do things right. like when someone says 2 rooms 1 bed each you book 1 room with 2 bed get your [censored] together before the busy season. ive already had to over bookings tonight. this is ridiculous. train your staff todo it right or call to make sure there are rooms available. we do not have trouble with no one else just booking.com.

I was charge in my credit card last October 20, 2018 in Mandarin plaza hotel in Cebu eventhough I cancelled the hotel reservation and did not Use it for checking it. I was informed upon booking online that the card is just use for reservation and I will not be charge. When I went to the hotel I was informed to pay by cash plus additional booking fee thus I opted to book in person for another room. I am so frustrated with the hotel and booking.com since I was able to stay in the hotel and paid in cash yet I also was charge in my credit card eventhough I did not use it. I would never use this website again and book in that hotel

Hello,
I booked this apartment in the middle of December, it was confirmed. I tried to email them three times, text once and call once, all with no answer. I then noticed I had a whatsapp message from them explaining how to register. I had never contacted them that way and don't know what they would send me a message like that. I arrived on my scheduled date and tried to check in... I was moved around the building from office to office, waiting for over 45 min with all of my luggage... They then told me that the apartment I booked was not available. I had a paper showing that it was confirmed. They did not seem to care! They then suggested another building, which was higher in price. I took it because I felt like I had no other option and after a day of exhausting travel I did not want to wander around the city with my things looking for other accommodations. I am very unhappy with this! It was very stressful, a waste of my time and I ended up having to pay more than was confirmed in my booking.

This is to inform u that when we made the booking we were given room with garden view. As we reached there we were given a room in 3rd floor which had no view. Upon request they gave us room in 4 th floor but this also didn't have garden view n the staff is saying there is no room with garden view . We r still staying as in the end we have no option.i m not satisfied with room n I have lost trust on booking .com . I will not any further reservations through u n will not recommend u to any other. This is jeopardising ur reputation as I will also take it in consumer court .

We booked with booking.com for a place in margate in dbn SA we drove from Jhb to Dbn only to find out no booking in SA booking was made in the UK we called as we were stranded with 2 small boy we were told sorry but no refund as the apartment owner instructions, If we didn't have cash with us my kids was gona sleep on street. We also was asked for a deposit they took the full amount plus a R1200 extra with no notification. Never ever again will I do business with crooks again in my life. I am already busy with legal action this company is a bunch of fraudster at large.

RE: Booking number: [protected] PIN code: 8742, date: Dec 27, 2018
In your Booking.com message I received while making today an online reservation you sated: Booking.com does not charge for hotel bookings whatsoever. However, the Urdiñola Hotel charged me 104 Mexican pesos, telling that it is a commission that Booking.com includes for booking. Please clarify this with the hotel and explain to me the reason for the commission charge. I have been booking with you for years and this is the first time I get charged for a booking commission from Booking.com. I hope a due reimbursement to my credit card to continue using your website for future hotel booking needs.

Francisco De La Rosa

Booking 19/12/18 - 21/12/2018

Confirmation no = [protected]

Arrived at 615pm to check in. Receptionist call owner but sound like have problem with my reservation. She told me to wait for staff RSQ come. Waiting for 15 minute at lobby with no action from owner. Try to get info owner RSQ from booking.com
Call owner mr Rafiq, and he thought me cancel the booking because he told that he message me at booking.com apps not through my phone no. He also said that he didn't know that I already infirm order. Hallo bro details at booking.com already confirmed. If u curious just call me directly.
I'm very upset what happen..me n my family already exhausted and just want to check in and get a well rest.
Owner said to wait for checking availability. Then he confirmed that my room has been check in another guest. His another unit also fully booked. Oh damn.
He offer to replace with another unit at Setia Sky. It sounds ok coz I want my family get a rest. His staff will bring me to the replace unit.
After 15 minute his staff arrived (cleaner Indonesia worker) and said to bring her to Setia Sky.
Ohh no..I was no option get her to my car and go to Setia Sky. Jammed road is terrible. Arrived around 8pm at tower D. Also waiting again for his staff get the key.
My vacation is bring my wife and 5 children. They're starting ‘meragam'. My holiday mood is spoiled.
Finally we check in around 830pm. Unit is big but the facility inside is so sad. Like 2 star budget hotel. No iron, no pemetik api for gas stove, no shampoo, towel so sad, sink and bathtub stagnant when bathing..
Setting mbox problem..hang..need to teach his staff fix the problem.
Last part that surprised me when want make a payment. His staff ask payment for cash...I book at booking.com using credit card then when to make a payment must using a cash..ohh no My first team experience like this.
It's already late..really upset and just paid through online transfer to settle everything..Pity to the wife and children to face the worst check in ever.

Hopefully booking.com will take this matter seriously for preventing this problem happen Next time. It's bring your image and reputation.

Thanks