Booking.com
Reviews and Complaints

I have a problem with booking. I found on my account balance a charge of 95, 49 euro to "Hotel on Booking.com Amsterdam NLD". how could it be possible if I have never reserved this hotel and also never search it, also because I was not looking to go to amsterdam! I think we should not trust booking! morever I don't know how to resolve it. I think I will never reserve with booking anymore!

Dear Support Team,

We received confirmation for our stay from Aruna hotel on 25th Sep for the dates Oct 10 to 15 (5 nights). Based on this confirmation, we issued our air tickets (attached for 5 of us). We had paid for 6 nights. We asked for it and they claim it was changed repeatedly and cancelled the whole reservation. If it was not possible to give 6th night - it was extremely okay with us, than cancelling the whole reservation with a false claim of repeated amendments. These dates were given by us to them when the flood occurred. Since they have charged the full money, they don't even want to entertain us. This change of their mind after sending us confirmation for 5 nights is injustice and unprofessional and unethical behavior. We request Booking.com to probe the issue and request the amount for 5 nights to be credited to our Booking.com account to do another hotel reservation for these days; or they have to refund for not keeping promise. It's not our problem that they gave us confirmation and later says no rooms - it's clear case of neglecting customer loyalty. Please treat matter urgently. They are putting us in big loss and pain. We, a family with 3 children, with only few days for the trip are in utmost dilemma. Kindly call us on +965 [protected] or +965 [protected].

Sincerely
Mr & Mrs Mohamed

I booked reservation for 2 adults and 2 kids on 29th of August, 2018 through Booking.com. It was confirmed Con No: [protected] and I received a E mail confirming this for 29.09.18 Night.
I had a call from Booking.com on 28.09.18 that booking had been cancelled by the Hotel and Booking.com would like to accommodate me in nearby hotel, 15 minutes from this initial Hotel.
I never wanted to Cancel or approached booking.com to Cancel. I was left without accommodation in a place 90 miles away from my home. I had to go back with my kids and commute 90 miles in the morning.
This cancellation was done inorder to sell my booking at a premium price to
other customer and make profit, Since on the same day, they had Chess event and a Wedding ceremony in the venue.
I payed £92 for the accommodation in the morning of 29.09.2018, which they refunded in the afternoon claiming my booking was cancelled.
The Hotel blames Booking.com and Booking.com blames The Mercure Daventry court hotel. Ultimately I suffered because of both these greedy parties.
Please put customers with Family on the forefront in Hospitality industry and don't play for Cheap profit games.
I also had a very bad time arguing with Darren Collins, front office manager in the Hotel.

Thanks!

Murugesh. J

I booked an apartment in Lisbon for 4th-6th October 2018, before confirming I added a request for early check in. I received an email from the apartment saying check in was at 3pm but I could store bags from 12pm. I was arriving at 09:30 so I asked them to reconsider or I would have to cancel my booking. I was met with response feel free to cancel it's non refundable..I was accused of being threatening, demanding and a bad attitude.
Contacted booking.com said I was concerned for my safety as the owner was rude I was told if anything happens to me during my stay to contact the local authorities!
A few days later I get a text saying the offer to store my bags was no longer an option...and check in is at 3pm ...I fear for my safety and booking.com did nothing to help me

Firstly I was unsure I could complain to you.
I stayed at this hotel for my sons birthday last year.
The hotel was sub standard, disgusting. Photos to prove.
I complained to hotel but have still had no resolution.
The rooms and seats in bar were filthy. The tv wouldn't work properly. Staff with exception of domestic staff were very unhelpful. My emails have gone unanswered.
I wanted to return to Birmingham but the I was reminded of the poor service and how my sons birthday was ruined due to this filthy place.
Should I have been able to afford to go to alternative hotel I would.
Can you advise? I know it's been lengthy time but thought I would have at least have been given apology acknowledging my complaint.
I want to highlight to Booking.com formally as despite feedback no query.
I want compensated for issues and refusal to respond in timely manner.

Sir
Pls find below the problem that originated my upset…..

emmerich, this is just a reminder of your upcoming car rental with EconomyBookings.com at Amsterdam Airport, Netherlands.

IMPORTANT

Please print two copies of the voucher - one for you and another one to present at the rental desk.

View Voucher

Pick-up

Amsterdam Airport, Netherlands

09 Sep 2018, 10:00

Drop-off

Paris Charles De Gaulle Airport, France

13 Sep 2018, 16:00

E FORD FIESTA AUT.
or similar

8.5/10

5 Seats | Doors | 0 Baggage

Air Conditioning

Automatic Transmission

To pay on arrival:

332.75 EUR

You have made a prepayment in amount of 314.14 EUR (10701.25 ARS).

MANDATORY DOCUMENTS ON PICK-UP

CREDIT CARD

Take your credit card in the main driver's name with a limit large enough to cover the excess

PASSPORT

Take your passport

DRIVING LICENSE

Take your local and international driving license

AMENDMENT POLICY

The Prepaid rate you selected applies to exact date(s)/rental days/car type reserved. Modifications to your reservation (including but not limited to name changes, date changes, etc.) are not permitted.

CANCELLATION POLICY

If you cancel for any reason your payment is non-refundable. If you modify this reservation, or fail to pick-up your rental car on the scheduled pick-up date, your reservation will be cancelled and you will not receive any refund or credit. We reserve the right to cancel or modify reservations without notice if it appears that a customer has engaged in fraudulent, illegal, or inappropriate activity or under other circumstances where it appears that the reservation contains, or resulted from a mistake or error.

© EconomyBookings.com! 2018 All Rights Reserved.

This was my reservation…

When went to deliver the car, I was charged an additional 700 EURO! because i was returning the car in another country.

The quote I got is very clear and there was no mention about additional charge for return in another country .

This is absurd.

The lady at the pick up desk showed me the among the papers that Herzt gave for the car, saying that the 700 Euro is a kind of a garanty / warranty and that this would not be charged to my creditcard….

Thisn is a bad way to make business and I would like to get this money back.
Should I contact a lawyer to sort this out?
Or go public with the complaint?

I would appreciate your quick return.

Yesterday the Sixt company charged me 64 Euros for one way drop off… a much more reasonable value.

My name
Emmerich Karolyi
Resident of Argentina
In 8400 San Carlos de Bariloche
E mail [protected]@sulis.com.br
Phone +[protected]

Best regards

Emmerich Károlyi |
Prisma Comercio, Importação e Exportação EIRELI
Tel: +[protected] / [protected]
Cel: +[protected].9330 / + [protected]
www.sulis.com.br

I made a reservation for a hotel for my daughters 8th Birthday and when I made the booking I told them dates. Once I got to the hotel they explain to me that my dates were wrong. Got on the phone with booking.com and I had to go through numerous extremely rude CSR to get to one good person. Being that the hotel was booked up we had to find another hotel to stay. I spoke with a guy named Jeffery And he helped me to find another hotel, but that was not the worst of my problems. When I got to new hotel it was NOT what I really wanted and I couldn't get the room that I originally booked for. Not only that I had to pay out of pocket because they already charged my account for the previous hotel. These rude ppl explain to that they were going to reimburse me $29 for the inconvenience, after letting them have it, they then up the fee to $50. Making it $79 in total, which is NOT even close to what I had to pay out of pocket for Booking.com messing up my reservation. To make matters worse they told that I cannot received my reimbursement until 3 to 4 weeks later. Pure insanity and extremely rude inexperienced customer reps and unfair and horrible service. I will NEVER book with booking.com again and will never recommend them to anyone!

We face booking.com cold behavior that time !

We had a problem to pay booking com profit in once concerning 1 invoice ONLY !

We had already paid half of the invoice and asked to pay the rest amount next month.

This was due to one hotel small improvement in its facilities and for this reason we had to pay the small renovation and did not have enough money to pay rest money to booking.com.

We asked from booking.com staff to give us this option and to pay rest half invoice in booking.com bank account next month!

After that booking com sent email and called us saying that they do not mind about our problem and they wanted from us to do full payment immediately !

Until the time of full payment they stopped our service and left our hotel alone without being in booking com alive !

This is a unprofessional and inhuman behavior without concern in our hotel problem !

All past years we paid on time and this is not fair for us !

We have the right to write this example in any newspaper and portals of comments to show this behavior to all hoteliers and guests !

At that time we are writing that we operate without booking com and fortunately we have reliable and good cooperators like expedia, hotelbeds, airbnb etc.

We write that comment to show only to all other hoteliers that booking.com behavior is so professional but supports itself and its guests ! But booking com is paid by us, the hoteliers !

So far we can not do nothing else ! Just to pray to have more reservations from other websites and send the rest of the invoice payment and wait to be alive again !

Cut the story short. So basically I tried to log on my booking.com account to check my previous & current bookings on the booking.com apps. And this morning I have found I was logged on as a completely different user. It was not my login, I do not know tha person and I can see that person's personal details and the bookings he made through with booking.com
I was shocked to see that and logged out quickly but will someone else login as mine randomly and steal my personal details!

URGENT

To whomsoever it maybe concerned,

Our reservation [protected] is completely charged, and our request for revision of dates isn't addressed by the hotel yet. We haven't got a confirmation on the change of dates requested.

We couldn't make the trip on the actual planned dates due to natural calamity, flood in Kerala resulting in subsequent closure of airport for two weeks from 15-29 Aug (Cochin International Airport). This was informed immediately to the hotel number provided (+[protected]) and we had given revised dates by WhatsApp for which we did not receive any confirmation yet. We tried contacting same number multiple times but in vain. My wife's e-visa issued based on her UK visa already expired and the family's is expiring soon. We have invested a lot into this trip (hotel accommodation, tickets, visa charges, medical insurance etc), but due to delay in response on confirmation of our dates we are in dilemma. As advised by the hotel we did request for Cancellation with Booking.com to enable them to do new reservation.

We use Booking.com for all our hotel reservations. We even made a Dubai booking this month which we made us of. We need your usual support to settle this Turkey booking as well. Kindly help us to get full refund OR Aruna hotel to issue us confirmation on reservation for 17th-22nd OCT.

Kindly assist as early as possible. Hoping your prompt action. Please feel free to contact us at 965 [protected] or 965 [protected].

Thanks & Regards,
Mr. & Mrs. Mohamed Shabeer

Had done a booking with a confirmation ([protected]- PIN code: 8260) received from your team on 24th July at Ullash Properties-Puri for 22nd Sept. as they were traveling on a budget they had made the advance booking
When they landed at Puri (enroute from Kolkata) yesterday and called the hotel for the location the hotel told them that they are undergoing renovation and the booking confirmation stands cancelled
I called customer care and John from the team helped me with some options along with a promise of matching the difference in the new hotel with the original booking upto an amount. However as The details lacked the amenities I asked for some time to look for a decent property within the budget and booked a property (Shradharam Lodge) — Conf# [protected] - PIN code: 2249 thinking that their stay is cofirmed now and will not have any problems
They had taken a sight seeing tour for the day as did not have a place to stay and landed at the hotel around 8:30 PM and then the problem resurfaced again. the hotel was offering a 7-7 bed for 4 adults and a bathroom all of two feet with a one feet main door. The owner was nice enough to state that there are complaints from customers however this is what you get in a budget accommodation. This was not humanly not possible and hence they decided to move to another hotel as this place would have been really inconvenient. they had traveled the whole three days and wee totally tired besides being senior citizens
Finally I booked another hotel which was outside their budget however without any option at the 11th hour as it was already post 9:30 and they had not even had dinner had to book the hotel. Hotel is Hotel Garden resort, conf# [protected] with PIN code: 1307

Booked parissiene hotel Blackpool for 3 nights for sep 14-17 on 24th March. 2 double rooms £160. Week before stay got a call from friend who was staying there saying her room was riddled with damp and the ceiling had collapsed into bathroom. Went to view and was horrified with the state of the place. They checked out early and I came home and went on trip adviser to read horrific reviews and witnessed terrible photos. Contacted your company and informed them of my findings wanting to cancel. Was informed the hotel manager couldn't be contacted until Monday. Was then promised I would receive a call. Instead I got an email offering us an alternative date but no refund. Why on earth I would want an alternative date I don't know. Called you again to be told there was nothing you could do and it was our own fault as we chose the hotel. Had your company been advertising recent photos in its uninhabitable state I am sure no bookings would have been made by anybody not just ourselves. I have never had a problem with your company in the past and have recommended you to friends and family. Certainly won't be doing either again. The whole experience has caused extreme stress and expense to me and my family. I would like to know who inspects these hotels for your company to advertise and when it was last nspected. I feel so strongly about the matter I am seeking legal advise.
Regards
Mrs C Camara

DISGUSTING PROPERTY:

https://www.booking.com/hotel/no/jomalet-6-b.en-gb.html?label=gen173nr-1FCAEoggJCAlhYSDNYBGhQiAEBmAEuuAEHyAEM2AEB6AEB-AELkgIBeagCAw;sid=1588a19d9311d3eab5a0d31bdcc57c23;dest_id=-273190;dest_type=city;dist=0;group_adults=2;hapos=7;hpos=7;room1=A%2CA;sb_price_type=total;srepoch=[protected];srfid=a6c1116c06fe57ea8e8fa4f86407835afe86637aX7;srpvid=8d1e6b6960b100c7;type=total;ucfs=1&#hotelTmpl

1. No lock on the bathroom door - first photo
2. No lock on the bedroom door
3. No heating in the bedroom (check the photos of the room with no heater) - room is extremely cold
4. Description of the property is misleading and false - not mentioned that it is a shared property
4. Personal belongings of the host were present in the cabinets with their laptops, clothes, junk, children toys etc (we would not be responsibile if they report anything missing)
5. No lock on the window, just handle and its not a double glazing window where the cold is coming in - doesn't close
6. Cracks on the ceiling where the cold is coming from the loft
7. Loft door left open in the ceiling - heavy cold air coming out of the loft
8. No proper curtains - just a sheet was hung and cold was coming from either sides
9. No mirror in the bedroom
10. No privacy as others were sleeping in other 2 bedrooms just next to the room given to us with no lock and a hole in the handles
11. old rugged bedsheets and pillows with stains, they were stinking and were torn, pillows were filthy and very old
12. No hangers or hooks to hang the clothes
13. There were insects in the room coming from their junk wardrobes
14. No proper lights - bedside lamps not working

Hi,

I booked a double room in Calangute, India for two nights and ended up having to find another place to stay after 2 difficult hours carrying heavy backpacks in the Indian evening heat. The hotel confirmed the booking and sent a couple of messages with phone numbers on to ring to confirm we were still coming and time of arrival. We had the directions and the hotel saved on a map we downloaded from mapsforme so we felt confident we would be fine.

When we got in the taxi from the airport, both my husband, myself and the taxi driver tried to ring the numbers (there were 3 in total) given to us but none of them worked. It got worse when we got to the hotel but there was no one there and we couldn't get into our room. We had to walk round to try and find a Sim card to ring these numbers (as we ran out on English credit). A man in a shop helped us and tried to ring the numbers from his Indian phone. It kept failing. Eventually, one person answered and asked for our booking reference. When I told him, he put me on hold and then cut me off.
We went to another OYO place to ask for help, and they said we could stay there if we were stuck. We went back to the first place to double check we hadn't missed someone. A man came out from a house a few doors away and said he worked there. When we told him we had a room booked, he rang someone and looked uncomfortable. He then told us that it wasn't for foreigners (not rudely) and that it was still under construction and not clean. Basically, we couldn't stay there.
We then had to walk back to the other OYO place and pay the same price for a much lower standard room.
Booking.com needs to check whether places are suitable for all nationalities. You cannot advertise a place where only some people are welcome. The rating of 8.4 on your website is misleading and incorrect. I've used Booking.com many times over the years and have never been turned away from somewhere because of my nationality. This place needs to be taken down from the website. I would also like money off the next place I book with you or some financial reimbursement.

Regards
Amy Williams

Hi,
Very disappointed with booking.com.
At first I was happy with the cancellation flexibility and was willing to accept the risk of guests not paying in advance.
The reality is an impossible to manage guest service.
Firstly, I found that the only way to communicate with guests is through the booking.com platform and that generally guests will not respond to me. So I am not sure the guest is even a real person.
Secondly I find that guests that have not committed to a booking with a payment are not likely to show up. So not only do they not bother to communicate they simply don't show. So I really do not have any idea of whether a webbot made a booking or anything at all. This is in the context of supposed bookings running at about $8000 a month. To date I haven't received a cent of money from any booking. I have received the occasional call from a booking that did appear to be a real person who did not respond at all until the actual day of the booking.
Thirdly I find booking.com has taken the liberty of publishing my personal details so that many search engines have picked up my phone number and address and I am now getting many unsolicited phone calls.
Fourthly I'm finding about 1 in 10 of my bookings appear to be real people who have been caught in this mess and I really feel for them.
Fifthly I try to cease all business with booking.com and find that this can't really be done through their platform. I have had to complete this task through emails advising them that I can not and will not honour any of the existing bookings I have on my property because I have no idea if any of them are real people. I also advise that I absolutely don't want any further bookings coming from booking.com. Because I can't deactivate of delist I resort to listing my rooms at $3000 per night in the hope that will keep real people away
Sixthly booking.com persist in wanting to charge me commission for guests who I doubt exist and certainly never showed up. They also want to charge me for finding new accommodation for the same guests.

At best I see terrible management. At worst I see a scam. I see terrible management with the companies policy of not identifying guests or expecting any monetary commitment from them. At worst I see a scam of deliberately allowing non existent entities to manipulate accommodation providers into fees that have no basis in real world people or stays.

Regards
Leah

Hello,
I am Prashant from India. Recently I have booked one hotel in Amsterdam(Date: 17Sept, 2018) through booking.com (From: 18th October, 2018 To: 21st October, 2018 )but it got cancelled and reason was "This reservation was cancelled because of an invalid credit card."
I have contacted my Bank regarding this cancellation but I came to know that there is no any declined transaction on my Card. I have booked Flights in Europe using the same card and also used this card for transaction when I was in Europe in April 2018. It means this card is activated for International transactions. There was no any reason for this card being invalid.
How could Booking.com allow such hotels to cancel the booking without trying on the credit card. These fraudulent Hotels should be removed from the Booking.com site.
Now I don't have trust on Booking.com and won't book any hotels from this site.
I have shown these hotel bookings for my VISA process and was definitely going to stay in this hotel. I am very much worried about my VISA just because of Booking.com.

Booking confirmation number: [protected]

I want this hotel to be confirmed with the same booking id. because My Credit is not invalid.

Thanks,
Prashant Jadhav
+[protected]
prash.[protected]@gmail.com

we had booked a room for 15th and 16th sep 2018 with booking.com; but since the hotelier charged us extra; to which we denied; booking.com confirmed the hotelier to cancel the booking...

Now the hotelier did not charge us that day, so we were relaxed...but the charge came all of a sudden on the next succeeding day afternoon; which was completely unexpected..

Booking.com did not support us at all; instead believed on the story cooked up by the hotelier..

We lost our money which was wrongly charged on our cc as well as had to pay 1.5 times more for booking another hotel.

Extremely sad behaviour from booking.com

Right upon receipt of Booking.COM afore referenced confirmation #[protected], I discovered a typo referring to the number of guests entitled for free breakfast on the room booked under Mrs. Zipora Sadeh …

When booking the two separate rooms; one on behalf of Mrs. Zipora Sadeh and the second on behalf of Mrs. Ronit Kfeer, I clearly indicated there would be a total of four (4) guests, two guests at each room …

Moreover, I paid the rate for breakfast inclusive in each room, evidently for the 4 guests, while your confirmation mysteriously confirms two breakfasts for the two guests of Mrs. Ronit Kfeer room, and only one breakfast for the room of Mrs. Zipora Sadeh …

Up until now, Booking.Com has been giving me unaccepted alternatives;

1. Canceling reservation; in which case, I'd be charged with the full amount with no stay in your hotel ... Tell me which person with a little bit of common sense in his head would have accepted this alternative?

2. To pay the extra fee for the forth breakfast which I have refused! If I'd agree to that, Mrs. Ronit Kfeer's room would remain as charged €361.30, but Mrs. Zipora Sadeh's room would now cost ... €361.30 + €78.35 = €439.65!

Why? Where's the justification for that? let alone I clearly indicated at the pre-booking that I'm reserving the two rooms, insisting on two separate beds at each room, for four (4) guests! Why would I insist on the second room for Mrs. Zipora Sadeh to include two separate beds if I would as if know that she would be alone in that room?

Thus far, all my explanations to Booking.COM Customers Service have fallen on deaf ears! It is as if I've been conversing with a robot, not a human being ... My feeling has been that Booking.Com refuses to accept its mistake, or perhaps the Hotel's mistake and it tries putting the lame on me … I just cannot think of any other possibility ...

In summary, all my attempts to get in touch with a human voice as opposed to "dry" mails have been to no avail ...
Can some Booking.Com person call me to end this saga once and for all?

Mr. Reuven Sadeh,
Mobile: +[protected]

On Aug 7-2018 Me & my GF stayed at Verovino Suites hotel in Cebu Philippines. I booked it thru Booking.com. When we got to this hotel it was aweful. On Aug 17 Booking emailed me & said they Will refund me 15 EUR. Ive now called Booking 3 Times. Everytime they give me a different excuse. I still have not received it. Booking also took my review of the hotel down. I called them asking why. Just another excuse. Can you please get my refund & can you please get them to keep my review? My conf # [protected] My name is Brent Mullen My email is Ben.[protected]@gmail.com

Place had a decent rating and pictures were ok. It was a dump! No windows filthy carpet stained towels air cond. didn't cool the room. And the topper-my first (and hopefully) last encounter with bedbugs!
I was exhausted or I would have gotten my money back and I didn't realize about the bedbugs untul later.
I will try to attach photos but this isn't the first time booking.com has misled me. In fact I went many months avoiding it. CREDIBILITY AND ACCOUNTABILITY! It HAS to be present or your business is a sham.
Joy Hanek