Booking.com
Reviews and Complaints

I used the booking.com site on Thursday night to purchase a hotel/room in Manhattan for October 27 to October 28 at Splendid Apartment in Times Square for a total of $455. I paid with my credit card and I booked the hotel. About an hour after I booked the hotel I received a email from booking.com stating my credit card is invalid and that it could not be processed however my booking was still valid and they suggested I contact my card provider. I went to the website and re added my card information. Then again another hour passed and I received the same email and did the process again with reentering my card information but this time I scanned it to make sure none of the information was incorrectly entered. I also emailed the email I was given with the credit card issue. I emailed them October 5 at 11.06 PM after I entered in the credit card information for the second time. I stated that I booked a from through booking.com, and received a email stating my credit card was invalid. I updated it and received another email however everything was correct so I asked what else i can do to fix the issue. They emailed me back stating they tried to charge the card twice and it was declined. they will try one more time however their merchant transaction provider will only let them charge three times. So I know the card has money on it so when they told me it was declined I first called my bank and asked what was going on. I told them what they apartments stated and asked how I could fix this issue. My bank told me on their part nothing was declined and that no transaction of that amount by that provider even tried to take out money. They said nothing is pending so they have no idea why the apartment stated it was declined because their is enough funds, and they accept international transactions. So I called the apartments on Friday morning October 6, and asked to speak with someone about this issue. I told them what my bank stated and confirmed over the phone the card information. The hotel personal told me they were going to call me back within the hour after they speak to their financial department and we might need to try a new card. I waited for a call back for about three hours until I contacted the hotel again. They told me they apologize that they got busy because everyone was checking in and out and they were going to contact me soon. I waited till the next day to then receive an email on October 7 at 530PM stating my reservation was canceled. Now I am extremely upset I contacted the hotel and they were extremely rude refusing to help me stating it was a Saturday night and to call back on Monday, which for one is extremely unprofessional as they stated they were going to contact me back to get the issue fixed and then decided to cancel without my permission. Now I am not sure what to do, if they would have contacted me back like they promised they were going to I would have provided them with another card even though the first one should have worked. Without warning they canceled my booking now I am out of luck at a place to stay for that date. The hotel staff that was rude on Saturday night stated they have nothing to do with this website and that they have no fault. Now if that was the case they should not offer their services on your website. Please help me correct this ASAP, we have a trip planned for that date and this hotel was specifically picked for it location and price. I am currently very upset and do plan on contacting other sources if this issue is not fixed. I am not happy with how the hotel handled this situation especially because I was patient waiting for them to contact me when I was told my the hotel staff my room is saved and the issue will be fixed.

Hello,
Myself & partner are on holidays & have booked several properties through booking.com,
We are presently in Turkey at Hotel Sahin, I am trying to get in contact with our next booking.com property in Goreme-Turkey,
But your site will not allow me to email through the property confirmation, it's asking me to go booking.com, which still can't connect me,
I am trying to organise/confirm transfer from airport & I can't contact them,
Bit of a joke really,
Can you please urgently send the property an email to contact me through email, so I can respond to that email,
Regards,
Tim Andersen.

Hello,

I checked in and the room was not clean: the toilet is full of dirty, the shower was not clean, the laundry was not changed and the room was not swept. In fact, the room was not clean at all.

I kindly need your support as I am staying here 7 days.

The owner doesn' want to talk to us and tbey refuse to speak english. So I do not understand each other.

I really hope that an urgent solution will be found.

Yours sincerely,
Diana

I called to make sure the hotel was in working order due to hurricane Irma. I was informed that the hotel was in perfect working and running condition and if I did not show up as planned I would not get any refund due to the fact that I would have chosen not to come even though they had advised me that everything was in proper working order. But when I arrived at the hotel there was no working air conditioning and minimal running water. Within a day there was no electricity, still minimal running water, no television. After hurricane Maria, for the majority of the time I was there I had to clean my own room, live in subhuman conditions with molding sheets, floors and even my clothes began to mold from the water damage after I had awaken to several inches of water in my room. No one came to check on me or the other guests in the hotel, our wellbeing was apparently not a top priority to them. But rests assure that being paid was. Several guests including myself were charged multiple duplicate charges for the same reservation. The computers were not working due to the electrical problems so management personnel were documenting charges by hand then began asking guests to pay in cash. I complied with the requests (getting no receipt) for several of the nights. Then come to find out that not one but two of my credit cards were charged multiple times for erroneous charges. Charges of which I had no idea were being charged nor knowledge of the reasons for the charge. Subsequently, I was forced to contact my credit card companies to make them painfully aware of the fictitious multiple charges. Eventually, leading to the cancellation and reissuance of new cards and inquiries opened in fraud cases involving two of my banking institutions.

Hotel ID: 458752 (Kolibrí Hostel)
Booking number: [protected]

Dear,

We had a customer entering our hotel on the 26th of September and immediately asked for a discount, and that if we would not give her a discount (on a 9 dollar dorm bed), she would make the booking through Booking.com, where we have to pay a 16% of the income. Of course we did not accept this type of blackmailing and told her to make the booking through Booking.com.
From that day on she did this every day, for 6 nights in total.

During her stay she mentioned us that she has been bitten by bed bugs. After a thorough investigation we did not find any. We offered her other beds, even a private room for the same price and a free breakfast. All of which she did not accept.

Another incident, which she even mentions in her comment (!), is that she took a non-guest to her 6 bed dorm. As we have rules like any other hostel or hotel, we did not allow non-guests to enter a room, especially a shared dorm. Are our own rules not enough to protect us on the web?

She also used drugs inside the hostel and we told her in a very friendly way that this is not allowed.

After her stay she made a review of every night she had booked, with the worst possible rating. And also 2 ratings on google and she threatened to do it on TripAdvisor also (did not appear yet).

After numerous phone calls and e-mails, Booking stated that the comments are valid.

What we think is unfair:
- She stayed only one time (but different reservations she made the same day), and is allowed to make a review of every night.
- She violated the rules, but she is allowed to review us in a bad way.
- Able to threaten us with bad reviews and demanding discounts
- Automated responses and a sense that they (Booking) did not review our case with care or interest

We do not understand, if she was that unhappy, that she decided to stay in our hostel and in the same bed.

If you take a look at our history we always accepted bad reviews and responded them in a friendly manner. This case is just unfair.

I hope you take this complaint seriously.

Yours sincerely,

Daniël Bennekers

On Monday 2nd October, I booked a room at the above hotel (December 9-13). On Tuesday 3rd October, I was forced into a flight change so tried to change my reservation (to December 10-13). I was not allowed to do so. I wrote to tell the hotel that I would be arriving after 10pm - they told me there would be a €30 charge for this. I also now presume there will be another €30 charge because I have to leave the hotel before the 7am deadline. I have two reasons for complaint:
1. I applied the filter 'free cancellations' to my search for hotels but this turned out not to be the case.
2. Although the hotel made it clear their reception desk was open 7am-10pm, the fact there would be such an exorbitant surcharge was not stated.
I'm more than happy to cancel the reservation completely (but not at a cost of £213) or leave the reservation as it is but not pay the excess for arriving and leaving at times determined by flights.
Thank you for any assistance.

Had a motel reservation through Booking.com and it was not valid...
1. Had printed confirmation in hand.
2. Pre-applied a credit card to hold the room with Booking.com.
3. Confirmation stated no refund if we were a no show via Booking.com
4. Arrived at 5 PM and motel wouldn't honor the reservation, said they had no rooms left but we could be added to a waiting list. - Crossland Economy Studios, Springfield, OR
5. We were forced to drive home in the early morning hours after an evening event. Other motel rooms were three times the price in the area.

I booked a room at the Comfort Inn Hotel in Towson, MD at 7:30 pm on September 23, 2017. The bus I was traveling on experienced mechanical issues causing me to arrive to the hotel at 3am. As I approached the desk clerk to tell her that I had a reservation for a room she abruptly cut me off stating "we are sold out! We're booked!" I advised her I had a reservation she told me that because I did not check in at 3pm on the 23rd I no longer had a reservation. I advised her that I was not contacted by the hotel or booking.com about this. She continued to interrupt me as I tried to explain of the hardship I just encountered to get to this hotel. She was very rude, I asked to speak to the manager she advised me she was the manager. She also told me that if I had a problem I had to contact booking.com because there were no rooms and it was not the Comfort Inn's fault. She further stated that my argument was "pointless" because there were no rooms.

The worst hotel I have ever stayed in, so please don't insult me by saying check reviews before booking .because as far as I'm concerned you should be heavily penalised for allowing people to stay there .run by Romanians .nothing but trouble .im sure it's a brothel I want refunded booked two rooms one room was £137.80 the other was £94 . The walls in the so called room had excrement all over beside the bed, we couldn't use the shower as the control knob was broken the bedding was stinking and previously used the windows were filthy and you couldn't see outside .my friends were terrified for their life's because of all the fighting and doors being kicked in and the had to share with us, there were no cups or glasses or towels .it was an absolute nightmare of a place you should be shut down for taking payments I will be contacting trading standards about this and I have several photos of the room I want complete satisfaction her immediately

I cancelled a reservation. Local hotel charged me and Booking.com provides 0 assistance and told me it's my problem if they lost record of the cancellation. The next point from booking.com rep. was that my credit card company works for me. Booking.com is a horrible service that is deceptive to the consumer and violates consumer protection laws. This website takes 0 responsibility and does not stand behind their services. They allow local hotels out of the country to take advantage and act in corruptive practices while taking 0 liability.

After checking our MasterCard transactions for beginning of September we noticed that there was an "unusual" transaction of £360 taken from yourselves for a hotel in Amsterdam. We were in Amsterdam in June and therefore believe it to be fraudulent. We phoned your customer services to ask for information on transaction, but because we do not have a Reference number or Unique pin number, they said they could not help and hung up on me. If the transaction is fraudulent then i will not have that information? I would of called back but i had already waited in a 15 min queue and was not prepared to wait again. Can you please advise me how i am to proceed with this issue?

Good morning my name is Bat-Amgalan
I visited Shanghai city from 12th July to 15th of July.
When I arrived in Shanghai I took a taxi and went to the Jia Jia hotel.
It was late, time 22 pm when I arrived at the hotel the room and all condition was exactly not same like on the your web page.
After when they was revealed the room, thye announced can not accept the foreigners.
I paid for the taxi, lost a time result was awful.
The hotel receptionist does not speak any word in English.

Who will ? l reimburse me ?
I can show stamp in my Passport, taxi receipt and name card of this hotel.

Customer
M. Bat-Amgalan
Mongolia

Booking.com
Confirmation number: [protected]
PIN code: 8167

Thanks Mashbat!
Your booking in Shanghai is confirmed.
Shanghai Jie Jia Hotel is expecting you on 12 September
You’ll pay the property directly. Shanghai Jie Jia Hotel handles all payments, so please check below for more information
You can cancel for FREE until 10 September 2017 23:59. Make changes to your booking or ask the property a question in just a few clicks
Make changes to your booking
Manage your booking in the app
Shanghai Jie Jia Hotel
上海捷家连锁酒店
Floor 5, No.1312, Chuannanfeng Highway, , Pudong, Shanghai, 200120, China - Show directions
楼层5层 上海市浦东新区川南奉公路1312号, 浦东新区, (上海, 200120)
Phone: +[protected]
Email property
Can't see this map? Click here to view location and directions Hotel information
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Your reservation 2 nights, 1 room Change
Check-in Tuesday 12 September 2017 (07:00 - 23:30)
Check-out Thursday 14 September 2017 (until 12:00)
Prepayment
No prepayment is needed.
Cancellation cost
Until 10 September 2017 23:59 [Shanghai]: FREE - You can still change check-in/out dates
From 11 September 2017 00:00 [Shanghai]: CNY 378 - Changing dates will no longer be possible
Cancel your booking
Standard Double Room with Two Double Beds CNY 328.70
15 % service charge is included. CNY 49.30
Total price CNY 378
We Price Match

You'll pay when you stay at Shanghai Jie Jia Hotel
Please note: additional supplements (e.g. extra bed) are not added to this total.
The total price shown is the amount you will pay to the property. Booking.com does not charge any reservation, administration or other fees.
If you don't show up or if you cancel applicable taxes may still be charged by the property.
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After their stay, you receive US$15 and your friend gets a 10% refund.
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Room details
The room features 2 double beds.
Guest name Mashbat Bat-Amgalan Edit guest name
Number of guests max. 2 people. Edit number of guests
Meal Plan Breakfast costs CNY 30 per person per night.
Special Requests
We’ll share your request with the property and email you as soon as they respond. They’ll do their best to meet your needs. For immediate confirmation, contact the property directly at +[protected] or E-mail.
Approximate time of arrival: between 10:00 and 11:00
You have a booker that would prefer a quiet room. (based on availability)
Important information
According to Shanghai’s anti-smoking regulations, smoking is not allowed in the property's indoor areas.
How do I pay?
This accommodation provider accepts the following forms of payment:
UnionPay credit card
Booking conditions
Cancellation policy
You may cancel free of charge until 1 day before arrival. You will be charged the total price if you cancel within 1 day before arrival.

Any cancellation or modification fees are determined by the property. You will pay any additional costs to the property.
Guest parking Free private parking is possible at a location nearby (reservation is needed).
Internet WiFi is available in all areas and is free of charge.
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On Saturday, Sep 16th, I had a hotel booked in London. The name of the hotel is Oxford Hotel. The number of the reservation was [protected].
As soon as I arrived at the hotel, I was designated to a room on the next building. Entering the room, the smell of mould and smoke was terrible. In my reservation I requested a non-smoking room, but you could clearly smell that it was not the case. The room had no electricity, everything was dirty, it was dark. I went to the reception (waited for a lady who was talking to the person there, complaining that electricity was not working in her room.). When she finished I talked to the person there, an extremely rude man. He was clearly upset about me complaining to him about the room. First he told me that there was nothing he could do. When I told him that I would not stay in the hotel and wanted to know about a refund, he told me he could offer me another room. The didn’t even bother to show me the other room, he simple waved on the direction I was supposed to go.
Entering the second room, the situation was not better at all. There were coffee and other stains on the walls. The furniture was damaged and dirty, I tested the toilet and it was not working. As soon as I saw it, I called booking.com, considering the person in the reception told me I could not get a refund. While I was talking to Achmed, the person who picked up my call at Booking (I hope I got his name right), the guy from the reception knocked brutally on my door to know if I would stay or not. I told him I was calling the website to solve the problem, and so he shouted at me that he could not wait and he needed to know my decision. Achmed told me he would phone the hotel and call me back in less than 10 minutes. I decided I couldn’t stay there for 10 minutes, I was really afraid of the guys from the reception and decided I could never spend the night there, knowing they could come in at any moment. So I went to the reception and once again waited while another customer was complaining about exact the same problems, telling the people in the reception that his room had mould all over it, there were cigarette butts on the windows, the room was dirty and with a terrible smell. I then informed the people at the reception (the manager and one receptionist) that I would not stay in the room, and they told me they would not offer me a refund, because my reservation was not entitled to a refund and I knew it when making the reservation. I knew it, that’s true, but I was expecting a room like the ones I saw on the pictures, bright, clean. I paid for a room based on the pictures advertised, and I didn’t get a room like those at all. Anyway, before leaving I asked for a paper or a receipt or anything informing I was checking out, and they told me they didn’t have any kind of receipt like that. I told them that it was absurd, I needed proof that I would not stay there and I was leaving, and he informed me that it was written in their system already, and they couldn’t give me anything else. Luckily Achmed called me while I was at the reception and I told him I left the room already and decided not to stay. Achmed told me he saw the pictures I sent him and I was right, they were absolutely not like the ones advertised and I was certainly entitled to compensation. Anyway, about 2 hours later, when I was already with another hotel booked and far away from the hotel, Achmed, from Booking, called me to ask if I was still at Oxford Hotel. I told him that of course I was not, actually I was on the phone with him hours before, when I left the hotel. Achmed told me the manager of Oxford Hotel told him I did not check out of there. This showed me the bad-faith of them, that they lied once again. And it also showed me that I was right in leaving, staying there with that manager and the men from the reception was not safe at all.
Then once again Achmed told me he got the other pictures I sent him and they were really not like the ones from the website. He asked me if I paid for the hotel, I told him I have. He asked me to send him pictures of the proof of payment, so they could reimburse me. I sent him the pictures on the same day, when I arrived at the other hotel. I thought the problem would be solved. I had to pay much more for another hotel on such a short notice, but at least I would be safe and in a clean room, so it would be fine, at least I would have the money from the hotel I did not stay in.
Then some days later, for my surprise, I receive an email from booking.com, saying they were sorry I had a bad experience, but there was nothing they could do. They wrote that I stayed in FAR AFTER A TIME THAT IT COULD EVEN BE RESOLD.
I cannot believe it. I expected this kind of lie from the hotel manager, because he proved to be dishonest and from an evil nature, but I couldn’t believe I had to read it from Booking.com, considering I WAS TALKING TO THEM ON THE PHONE AT THE SAME TIME I WAS LEAVING THE HOTEL, less than 10 minutes after getting in. I didn’t even wait the 10 minutes Achmed asked me to, while he called the hotel. They lied I stayed longer that I actually have, they lied about the cleanliness and appearance of their rooms and they lied about the not not being resold, because there were tourists at the reception waiting to get into the room I was in AT THE SAME TIME I WAS TRYING TO GET A PAPER SAYING ABOUT THE TIME I LEFT.
They refused to give me the check out receipt, which is not acceptable.
As you can see in my account, I travel quite often and I always book my rooms with Booking.com. I am not a person that complains for no reason, if you check my history you can see I always write reviews on the places I stay in and never write bad reviews for no reason. It’s a shame that the website is not taking responsibility for it, considering I was talking to someone from the website the minute I left the hotel, I told him right away the people from Oxford Hotel refused to give me my check out, and Achmed told me that it wouldn’t be a problem, because he knew I was in fact leaving.
The website advertises the place, and the less it should be responsible for is making sure the place they are advertising and selling to the client has real pictures.
I am attaching some photos of the room (unfortunately I didn’t think it would be so difficult to solve the problem and didn’t take more photos).
Not to mention that the money was taken away from my account on the same day I arrived AND there were two deposits pending until yesterday (ONE WEEK LATER).
I hope to get a decent reply from Booking.com.

Regards,

Thuany Hitner

I have booked a room from 512018 to 1212018 when I booked it said I cant get my money back I took it for granted that the hotel would be clean have no cockroaches or rats or the building falling apart when I looked up trip adviser it had photos of all of the above the hotel in question is Hotel Pennsylvania 4017 Avenue Chelsea New York I really feel sick now how can they sell booking in this place

Good Afternoon

I feel the need to send this email, as we "attempted" to stay in the "hotel" and we horrified when we checked in to our room on the top floor 501B.

We walked through the door and the first thing we were confronted with was a hole in the bathroom door, not even a handle let alone a lock!, the bed was filthy with holes in the duvet cover.
there was a hole in the mattress of the bottom bunk bed, the beds were unmade no where in the description of the hotel did it say you have to make your own bed. there was mildew/mould on the base of the bed, we were given one towel for 4 people and i checked the wardrobe. The wall lights had no covers just bare bulbs, when it came to the wall sockets they are a health and safety hazzard as the wiring was hanging out and the front covers were hanging off see pictures attached! My Husband is a certified electrician and was shocked when he saw the pictures, the curtains were stained, the windows neither opened nor shut. when i asked the night porter he just shrugged is shoulders, as if he just didn't care, the wardrobe door is hanging off its hinges this was my friends 60th birthday and it was completely and utterly ruined.

we had to find accommodation else where as the room was unfit to stay in! when we left we asked the night porter to refund the card as we didn't stay and were were told he doesn't know how to one and has called to confirm the card has been refunded?

Very disappointing

Regards

Hi Support,

I have a booking done by my company but when I arrived they said there is no room for me and this is common in hotels. then they asked me to wait and then a hotel booked 17 miles away from my client which again caused me more incontinence.

This is unacceptable since we have paid and got the booking confirmation, but did not give a refund or a compensation for the incontinence.

Manager disappeared when I was leaving the lady said she will speak to the manager and get back to me but no response yet.

Could you please step in and do the need ful?

Regards,
Mohan
[protected]

Hello,
My name is Mark Morales, and recently booked a weekend at the Knights inn (500 North Albany avenue) in Atlantic City through you. This was for my best friend, Raul mantilla (also listed under this reservation) who is getring married. I am displeased to say the least. For the duration of the stay, (Sept 15-17) the phone did not work, the TV did not work, the wifi was inconsistent AT BEST, the sink was clogged and wouldnt drain, and the cover to the A/C kept falling off, making a loud noise andwaking us up at night when it fell and hit the side of the bed. Furthermore, I requested a smoking room and was given a non smoking one, and our room was never turned over by the house keeping staff. I mentioned the sink, TV and A/C to the owner, who did try to fix the issue, but said it would require using a large machine to unclog the pipe. I had no issue with this, and he told me he would take care of it while were gone, so as not to disturb us with the large machine. We went out, and came back to a still clogged sink, still not working TV and broken A.C. cover. I was not offered any type of compensation, rather I was given the run around and told that a manager would take care of it. Every time I call, the manager is "unavailable. I feel this is unacceptable as I was a paying customer, and at no point was rude or unpleasant in making numerous complaints. I have pics and video, but I am unable to upload the video through here, for some reason. I am hoping that you can PLEASE help compensate me for what was a terrible stay. Once again, my confirmation number is: [protected].
Thank you for your time, I look forward to hearing back from you.

Regards,

MARK D MORALES

Booked a hotel room in Tallahassee, FL due to no refund policy we drove in to the night to get to our hotel. It was during the Irma Hurricane.

When we arrived there was a lobby full of customers, which seemed odd.

Come to find out Booking.com overbooked the hotel by 130 customers for a 59 room hotel.

After 3 hours of lip service it was obvious there was no lodging anywhere, so left with no other choice than a dark WalMart Parking Lot.

Booking.com gave no compensation or concession for the major inconvenience.

On Sept 11th around 5:00 PM I made a desperate reservation on booking.com in order to escape the miserable conditions in Miami after hurricane Irma. We had no power, therefore no A/C. We have a 2 years old Samoyed which cannot be without A/C for long periods of time. I also needed an internet connection so I can keep an eye on some remote servers I currently own and managed.

With great difficulties due to weak signal from my carrier I was able to make the reservation using my 4G connection on my phone, therefore I couldn’t see too much details about the property.

My only requirement was to make sure the property was PET FRIENDLY, had A/C and Internet. Which the booking.com page said they were.
After a quick packing the 3 of us left Miami and begin our trip to Hollywood, Broward County. The trip was not a panacea, most sections of the road were pitch black with debris and when we finally made it to Hollywood, and we realized that it was the same as in Miami we stared to lose hope but we pressed on and we kept on driving. Trees were down everywhere, it was nerve wreaking.

First Issue: I started calling the property before we left Miami to make sure they didn’t have weight limitation on Pets (Our Samoyed is 57 lbs.) and NO answer! I kept calling every 15 min or so but still no answer!

Second issue: Property was not easy to find. I kept calling and finally a woman with a very heavy English accent answered the phone, it was already pass 10:00 PM. She said to look for a big house, but I could not find it. After driving almost for another half hour I kept calling because they weren’t too responsive. When finally in the dark we saw a flash light, we drove towards and we arrived to “the big house”

Third issue: This was not what we were expecting, the woman and an old man were outside and as we drove through the drive way I rolled down my window to say hi. They were clearly in distress. She said that they just got the power back and when I asked if they had internet she say that nothing was working.

Fourth issue: Because they never answered the phone, I have had not the time to explain about our dog. So I quickly showed her our dog sitting in the backseat and she reluctantly said that it will be extra, however, as soon as the old man saw the dog he started talking in Hebrew and he seemed upset to the point that he turned around and just walked away. She said that he didn’t like dogs and that it was okay if we didn’t want to stay.
After that poor welcoming my wife and I decided to leave even thought we had no idea where to go and if we could find a place to stay. So we drove for hours going from hotel to hotel but they were all sold out. Exhausted and defeated we got back to Miami with a couple gallons of gas to spare.
Power came back in the morning so our dog was fine. The rest is history.
After the horrible experience it will be ridiculous if on top of all that we also have to pay for a service that was never offered nor rendered to us.

My CC asked me to send a letter so I can dispute the changes. I’m not paying a cent to those people who have no clue how to conduct a hospitality business.

I received an email from Sun International, advising me that my reservation has been cancelled

My reservation is through Booking.com. You have confirmed my reservation! They have no right to cancel

I need this resolved!
Confirmation #[protected]

PS: I referred this matter to Debra at your Michigan office more than 24 hours ago. What is an acceptable turnaround time for you to get back to me?!?! Not ok!