Booking.com
Reviews and Complaints

Hi sir/madam,
We are going to have family trip to taiwan on 24/dec & book hotel rooms through www.booking.com.
There are total 3 booking steps in booking.com web (1) your selection... (2) your details... (3) final step.
When we did the booking, we faced some system error where the 1st two times of the booking activities on sunny hotel/hotel zoo (in actual fact, both are the same hotels) were incomplete... The transaction hang/stopped at step (2) & bounced back to step (1).
Fyi, we only managed to complete the booking transaction on zoo hotel after the 3rd try.

Transaction details
A. Transaction status: incomplete (hang in step 2 & bounce back to step 1)
Transaction date & time: 17 december 2018 (time 4.: 21pm)
Guest name: hai theng teow
Check-in: mon 24 dec 2018
Check-out: thu 27 dec 2018
Property name: hotel zoo
Booking number: [protected]
Total guests: 4 & 1 child
Total rooms: 1
Total amount: twd 10, 240

B. Transaction status: incomplete (hang in step 2 & bounce back to step 1)
Transaction date & time : 17 december 2018 (time 4.: 33pm)
Guest name: hai theng teow
Check-in: mon 24 dec 2018
Check-out: thu 27 dec 2018
Property name: sunny hotel (same address with zoo hotel)
Booking number: [protected]
Total guests: 4 & 1 child
Total rooms: 1
Total amount: twd 10, 240

C. Transaction status: complete
Transaction date & time: 17 december 2018 (time 4.: 58pm)
Guest name: hai theng teow
Check-in: mon 24 dec 2018
Check-out: thu 27 dec 2018
Property name: hotel zoo
Booking number: [protected]
Total guests: 4 & 1 child
Total rooms: 1
Total amount: twd 10, 240

But unfortunately, it seems that the 1st two time of incomplete transaction also captured & charged to my credit card.
I had took the initiative to call up multiple times to uk_booking.com to resolve the triple charges issue but none of them could resolve the issue for me.
(I also not sure how much I will get charge on the international call from malaysia to uk... It must be a lot).

Besides, when I did the booking on 17/dec, the term & condition shows that "free cancellation before 21/dec" but when I called up booking.com for cancellation on the next day after the booking, the customer services mentioned that the term is actually depend on hotel & she need to contact hotel before cancellation.
Since this is indicated as "free cancellation before 21/dec", I am just wonder why these cannot be cancel in the next day.
(fyi, after my complaint, now the term for the hotel in booking.com web already updates to the "non-refundable" term.)

This is clearly a system error that causing the triple booking & it is totally unfair for me to bear for the total consequence by charging me 3 times on the room rate.

This is really disaster & spoil all our holiday mood.
We really need your kind support to resolve this issue, as the total cost is way heavy for us.

Appreciate your immediate action to resolve the issue & refund us the full amount of the 2 transactions that with incomplete status (total amount = twd 10, 240 x 2= twd 20, 480)

Thanks in advance & looking forward for your favorable response soon!

1st ck in two hot in room so turned heat off, , , never came back on, , , no heat all night, told the in keeper she said do not touch heater leave it alone, , , I paid for heat to use as i please you had to leave at the temp not good, 2nd then she said stop going in and out ...my rm, , , , , , , , 3rd ck on new place showed her 3 differant prices hers was low price SHE SAID SH WILL NOT HONOR THAT PRICE.gave me key to room17 smaller i said no.then she said i ck now if i did not like..she said price to low she is changing your police.day before ck went in my room, , new towel last day.did not ask.lastday 2hr before ck out they turned my tv off, , , talk two guest tv worked.bathroom falling apart shower slowslow trikel ..she is the worst she is nast person, , , , , DROP pinewood, , , or yust read review, , , , I truly wish for refund, , , thank you james pruett

I have used booking.com before with no problem, but yesterday I was booking a room for 3 nights in saltillo coahuila mexico, I had a choice wheter to pay at the hotel or pay now, I decided to pick "pay at the hotel".
After I keyed in my credit card info, it gave me a message saying "credit card was denied."., a few seconds later thank goodness my bank ssfcu's fraud department was callling me to let me know that booking.com had tried to charge my bank card $170.08 twice., my bank advised to put my card on hold., it was an invonvenience to me, so, never again will I use booking.com

Tried to book an hotel in Colombia for almost a whole afternoon and received constant messages from the the website that the operation was refused.

Gave up entirely and did not even book the flight. Never received a confirmation email.

A whole month later received a telephone call from the hotel in Colombia saying they were expecting me.

As a result of the booking. com platform problems, frustration from my side with the several forms that I had to do over and over and problems in my email I was billed.

Had to pay for an hotel I didn´t knew was reserved.

Booking.com does n´t care for the client. Just the hotel!

Lost a client forever.

Booking.com arranged for me to stay at Hotel Dandy in Faro Portugal and pay on arrival 40 Euro for two nights when i checked my bank statement they had also taken 60 Euro for the booking two days even before i arrived at the moment they are giving me a run around with every excuse not to own up, its clearly on my bank statement i sent them with booking details but they just want too turn a blind eye so i have ben ROBBED 60 Euro stolen by them !

re booking confirmation 1194, 515, 639 Peter Overtn [protected]@gmail.com

we went to the address on the confirmation Baross Utca 45 and there is nothing there.

A kind man in the shop next door called the number and was given an address for main reception.

We took a taxi($10) to the address and there was nothing there,

We tried the telephone number and there was no reply.

We booked into another hotel.

This is a con and the man needs to be shot. If Booking allow him to charge us for this stay we will raise hell on every social media app in existence as you are promoting fraudsters.

on the 03/12/18, I booked a apartment "Linton Apartments" it said non-refundable so I made sure to read thoroughly everything to make sure I was 100% sure with booking it. I read everything NOWHERE did I see it written how a "£300-500 CASH" deposit was expected for the night that I would be staying there, that I received after buying the room with the confirmation email. I called up 3 times, each time told I would be informed on the status of my request - for a refund. I was given excuses that the manager wasn't there. on the 5th of December 2 days later, I called up, this being the 3rd time to be told that they are refusing to give the refund and I will have to continue as normal or have it cancelled and not refunded my money. Ridiculous! I called up three times to have my time wasted.

I had a booking at Hyatt Place Miami Airport-West/Doral hotel for
November 23 booked via booking.com. And when I reached the hotel at the
middle of the night of 23rd along with my toddler and an infant and aged
parents, I was informed by the person at Hyatt that my booking has been
cancelled by booking.com . There was absolutely no notification received
from booking.com that informed that my booking was cancelled . The only
email I had from booking.com was the confirmation email saying my
booking had been confirmed . Finally I had to book a room at the last
minute paying higher amount than the usual for the stay and also it
caused a lot of chaos and last minute tension for us as we were there at
the middle of the night with my whole family involving aged parents and
two small kids. And after all this when I call booking.com and speak to
your customer representative, they just brushed the issue as no big deal
saying they have no other information on this and this has happened due
to a system failure at booking.com and they can't help with it . And
they had the audacity to disconnect the call abruptly midway when I was
actually still speaking asking about possibility of other options .
Pathetic customer service and pathetic management .Also, I receive a reply from booking.com many days later that an email was indeed sent on the same day of booking . When I have the confirmation email sent by them on the day of booking, I don't understand how only the cancellation email magically can disappear or miss my eye ! .

We booked our stay at Pallazo Tomasi in Cortona, Italy through Booking.com on 9/15/18, more than 2 months prior to our anticipated stay on 11/17/18. I received a confirmation from Booking.com. We arrived at the hotel at 6:00 p.m. on 11/17/18 after driving 2 hours and were told that the person who receives the reservations was out sick that day; and the entire place was booked. Even if that is true, there was absolutely no reason why they should not have known of our reservation considering how long ago it was booked. There was no reasonable explanation for the "snafu". There are very few accommodations in Cortona, and had it not been for one of the only nice hotels left, we may have had to drive 2 hours back and missed much of what we had planned to see over the next several days. It could not have been mere incompetence on the part of the family that runs the hotel. The only reasonable explanation is that Palazzo Tomasi had someone else they knew come into town and bumped us. I travel frequently and have never encountered what occurred at that facility. Booking.com had no way to rectify the situation. It doesn't appear as if they did anything to discuss such gross negligence or intentionally bumping us. They need to have consequences with vendors.

I am writing to you to raise an issue Bookings.com

The issue that I have experienced was: I provide holiday accommodation for Sykes Holiday Company. I received a booking from Bookings.com via Sykes Holidays. The contact information was incorrect. No working Mobile or email and I needed to give the holiday guest information about key collection etc. Sykes Holidays could not assist because they were given the information by Bookings.com. I telephoned. Bookings.com. It cost me £8.97 for the privilege. I was totally unaware I was calling a premium number. The telephone number on my mobile phone number was not the number I associate with Bookings .com. Virgin Media Phishing department located the culprit. We have taken a booking for Ref:924642 Viking Cottage from 16/11/2018 for 3 nights, leaving on 19/11/2018 with the gross rental price of £429.00. It should be noted that this price does not include any owner discounts and only represents the current price at the time of booking. So in a nutshell, inadequate and uselss booking information was forwarded to me via Sykes Holiday Group to me as the accommodation provider and I called Bookings.com to establish how to contact the end user. You CHARGED ME £8.97 and still did not provide me with any information.

I WANT A FULL REFUND FOR THE CALL I MADE TO YOUR PREMIUM NUMBER . The number [protected] featured on my mobile phone bill .

The booking is under the name of Mr Ashleigh Tooth.

Alternative Telephone Contact: +[protected]

Main Email Address: atooth.[protected]@guest.booking.com

It occurred on: 1/11/2018

Full refund. I was doing Bookings.Com company a favour. The reason Why I called was due to incompetent administration in not obtaining the correct credentials of their booking. Miss Ashleigh Tooth, not Mr . The mobile was wrong. The email was wrong. The landline did not work.
I am not prepared to telephone them again, only to be charged to try and resolve the issue!

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply back via this email account.

Yours faithfully,

Claire Guppy

Booking Reference atooth.[protected]@guest Via Bookings .com/Sykes Holidays
VikingCottage Glenuig

Crab Apple Cottage
Keens Lane
Reydon
IP18 6NT

PLEASE RESPOND

Dear Customer Service of Booking.com,
For years I have used Booking.com services and never had problems before. Quite the contrary, whenever I could, I spread this platform between my relatives and my friends
The episodes below, however, have been a threat to this good relationship with Booking.com.
With two friends, we rented an apartment in London through Booking.com, for the period from November 3rd to 18th, 2018. We are professors in Brazil and we had to develop a project in that city.
Since our arrival at the apartment, however, we realized that it was extremely different from what is advertised on Booking.com. Furthermore, as the days went by, we had to face several problems, some of them very serious, such as: (a) the lack of heating in one of the rooms, for 4 days; (b) the rainwater infiltration into one of the bedrooms, with the water falling from the ceiling and dripping onto the floor; and (c) the presence of mice in the apartment, putting our health at risk.
These and other problems are described in details, in addition they are proved by photos in the attached report file. Likewise, the attached videos show the presence of both gutter in the bedroom and mice feces in the kitchen, behind the refrigerator.
The problems we face have made our time spent into the apartment really awful. We paid £2, 157.98 to have a very clean, and functional, and nice apartment. What we had instead was disappointment, stress and indignation.
We reported several of the problems we encountered in the apartment to City Relay (the managing agency) and also for Booking.com (via e-mail at [protected]@my.booking.com), but the most we got was a promise of 15% refund of what we paid for the stay.
We considered this proposal disrespectful taking into account all the annoyance, discomfort we were forced to face and the risk to our health we have had because of the poor services received and lack of assistance.
For this reason, I would like to ask the Customer Service Department of Booking.com for a more respectful and more compatible compensation in view of the presented situation.
I sincerely hope that Booking.com puts the comfort and safety of their customers first.
I am available to provide any further information or complementary document (I have more photos and videos of the apartment, as well as all messages exchanged with City Relay and Booking.com).
Best regards,
Everardo Ramos

I received an Email from: [protected]@booking.com
Which states that you are shared my details with all of booking holdings group.
I do NOT want this.
No opt out option or information about how to stop this was given in Email or online.

Booking.com changed their privacy statement recently, to share my information.
I should option to opt out or remove my info. BEFORE it is shared.

We booked a stay for a wedding in the Hamptons through Booking.com. The original venue closed and we were forced to book a much more expensive hotel for our stay. The rep at booking.com promised to refund us the difference between the original hotel cost and the more expensive one which was the only one available by the time we knew that the original hotel had closed. The difference was for $242.98, which we were told was sent to our credit card company on October 16, 2018. (We were not allowed to request the refund until after our stay was completed, at which time we had to send Booking.com a copy of our receipt...even though we had paid for the room, in full, in April and the wedding was not until the very end of September, 2018.)
Booking.com told me that the refund was processed to my credit card on October 16, 2018. To date, it has not been received by my credit card company, according to the numerous representatives at Capital One to whom I have spoken.
Neither Booking.com nor Capital One seems to be able to ascertain where the refund is or why it has not been processed.
I have a copies of the receipt for the charge, both the original one and the more expensive, second charge, as well as the email from the Booking.com customer service rep with the promise of the refund.

Booked accommodation to stay in a 2 bedroom apartment at 95 Wall Street NYC. Photos looked amazing and spent nearly $1700 for 4 nights. On arrival shown to a totally different address and an apartment resembling student accommodation and not the luxury we were expecting. Tried to sort it out while we were there unsuccessfully and so complained to Booking.com on our return. Submitted photos, texts and emails to support our case. We were missold the property and were only offered $100 as compensation. They are now ignoring my emails. Extremely dissatisfied by the way they are handling my case.

My husband and I made reservations at 2 different properties and opted to get the less expensive option knowing if we cancelled they would keep our money paid ahead. Little did I know at the time of booking that we would be faced with a medical diagnosis of bone cancer a week before our departure...my husband was in perfect health at the time of booking. I submitted a request for a refund or a credit for possible rebooking in the future but it was denied (giving specific reasons for the cancellation ) so they got $600 from us plus a cancellation fee. Now my husband has no pay check for 3 months, I am on social security and we will now be responsible for paying our health insurance premiums for the next 3 months until long term disability kicks in. I will never use this service in the future and will pass this onto family and friends to steer clear of this company.

We are a couple.

We stayed at the above hotel 10 September 2018.

Ref: 1612.127.546 reference

We have been overcharged.

We have been charged for a 2nd room reservation we did not make and then charged again for a 'no show" for the 2nd room we did not reserve or need.

Booking.com claim we made two reservations for the above property.

We are a couple and only required and reserved one room.

As a travelling couple, we made several bookings with Booking.com, reserving one room in each city. All the reservations were for a single room with double bed, for one couple.

It should be obvious that a 2nd reservation is incorrect and probably a system or human error.

I have provided full documentation as requested by the booking.com complaint procedure. including images of the bank charges for $248.35.

I have already paid 80 Euro at the hotel.

I have asked for a full refund of $248.35

I have sent 10 emails since September. Some emails do not receive a reply or take many days.

It is very disappointing that Booking.com do not listen or trust their customer when they have been overcharged. The customer service has been very slow.

Christopher Gorman

I have had problems several times (Barcelona, Tel Aviv) with opening of swimming pool at hôtels. Last time, in Tel Aviv my confirmation email said the swimming poll was open 'till October'. When I arrived in October the pool was closed.
This time I requested a refund. Only got standard answers telling me that according to them the swimming pool in said hotel was closed from October till April, which is not at all what my confirmation said.

This property is sub standard. The entry process is not secure. Just push the button and you are in the front door. The entry itself is dark, dismal and threatening. The property is among derelict shops. The linen was stained, the showers black with mildew, there are footprints on the ceiling, the walls are badly marked. This place needs refurbishment. We could not stay here and paid for alternative quality accommodation. I require a refund of sums paid for this misrepresented property.