Booking.com
Reviews and Complaints

I booked a room using booking.com for Turim Iberia Hotel (Lisbon) for a couple of days in April 2017. When arriving at the hotel I noticed the room was quite different than the photos but I didn't check the hotel on booking.com while I was there to analyse the photos and description. The room was much smaller, was missing few amenities, but we didn't have the time to investigate while we were there. Few days after I got back home, I visited booking.com's website and I saw that all room types (at different price levels) were using the same set of photos. I contacted the hotel and they acknowledge that they used the photos of a superior room for all room types.

I contacted booking.com's Customer Service complaining about the fact that the photos for the Turim Iberia Hotel (Lisbon) are misleading, as they use the same set of photos of a superior room for all room types. I asked for a refund based on the UK's Sale & Supply of Goods Act and the EU's Consumer Law. The law states that the accommodation service providers can't make any false or misleading representations about what they're offering. This means the room should match any representations made about it when I booked. Neither the text nor pictures used to represent the accommodation should mislead or deceive me with regard to the amenities available.

My room was significantly different to what I booked, so I see it as a major failure. Booking.com acknowledged the issue, said that they cannot refund me, I should be refunded by the hotel, but they did not help in any way to obtain me a refund. I have called and emailed booking.com a numerous times, but the help they provided was abysmal. After 4 months discussing the complaint with them I still haven't managed to get a refund.

I booked a room here for the 18-20 of August. The staff were pretty nice except Wei ma a manager who treated me horrible. They over charged me when I checked in, the second day I noticed my car had been hit by someone in the parking lot overnight, which they have no cameras so they couldn't help with that, then while I was at the pool with my kids one of the housekeepers went into my room and took a bag I left on my bed with a few gifts for my sisters husband! The hotel management said they probably made a mistake and put it in the trash, I had to spend my time filling out police reports and going to the department store to get receipts to prove I wasn't lying about it all instead of enjoying my vacation! Wei ma was extremely rude and argumentative and basically treated me like I was lying and trying to get a discount. I would never go here again or recommend it to anyone else. The management told me they would overnight me a check for the stolen items and assured me it would be at my house by tuesday. Well today is tuesday and it never came. Now the same manager who told me it would be sent to me is telling me it will take another week IF it is approved by corporate! This is totally unacceptable. I paid for 2 nights in room 429 and one night in 431. My belongings were STOLEN by the housekeepers. I spent my entire stay at the hotel arguing with the manager WEI MA and filling out police reports for the theft! I want the check sent for the items stolen and I DO NOT think I should have to pay for ANY of the nights I spent at this hotel! The Westin is supposed to be classy, relaxing and a place to get away from low class things like THEFT by employees! The Management wouldnt even give the police or me the name of the housekeeper! Does the Westin condone theft from the guests who pay a good amount of money to stay there? I would expect that from some roadside motel but not anything with the Marriott name. PLEASE call me at [protected] OR email me at [protected]@gmail.com

11th August, 2017 - date of booking

I had booked an apartment in Madrid through bookings.com with free cancellation and no-prepayment required because I was unsure about my trip and had just reserved it. This apartment had immediately deducted my amount, a Big big amount and even charged me extra. I had cancelled it immediately thinking it was a scam hotel. I have trying to get my refund ever since then, calling up the hotel and booking.com daily. Talking to different agents everyday. Though, customer service seems helpful I don't know if they are actually doing anything to get my refund back. Booking.com said they will directly refund the amount but they change their words everyday. I am truly fed up this service and never booking through them again. They are responsible for who they list on the website, if this hotel has cheated me and taken away my money, they are liable to pay me my refund.

hello,
City Apartments Bochum (1289.839.422)

City Apartments Bochum
Address: Wittener Str. 87, 44789 Bochum, Germany
Phone: +[protected]
GPS coordinates: N 051° 28.600, E 07° 13.984
PRICE-€ 240

If you don't show up or if you cancel applicable taxes may still be charged by the property.

1 apartment
7 % VAT
€ 10 City tax per stay
€ 15 Cleaning fee per stay is excluded.
Price with all charges included: € 255
Please note that the final price shown includes taxes set by local
governments or fees set by the properties themselves.
CHECK‐IN-30-JULY-2017. Sunday, 15:00 ‐ 20:00

CHECK‐OUT-4-AUGUST-2017, Friday, 08:00 ‐ 12:00

ROOMS-1 /NIGHTS, 5

I am a student, came here to attend the summer school at ruhr university, Bochum, Germany. I do not have much time to collect data. I do not have much money to spend unnecessarily.
Because last year at sep-2016, I went at Italy (Padua), so it created great faith on me for booking.com, but this time, it has lost completely. Its upto you, how you can create faith in me.

Please send your representative at City Apartment Hotel, you will get the reality, which I shown in my mail.
I can not explain, how I suffered from It. due to this booking, too much trouble has been created for me along with my brother, who came with me.

Due to this I had to change my further travel plan of Bus and train, which I already booked, which I have planned, I have received the loss.

and I also received heavy loss of more than 25, 000 Rs. I do not have words to say, how I managed here.

I consulted my uncle, who is lawyer, and he is continuously encouraging me to take legal action against Booking.com. BUT I still have faith on Booking.com, so I am still waiting some positive response from your side, as soon as possible.

The problem which I suffered can not be cured, But you can refund my Loss of money:

1) My Booking.com of amount of 240 Euro (18109 Rs)
2) Amount of my Loss of near about (300 Euros) 20, 000 Rs.

Please refund my money at-least of my City apartment booking first, as soon as possible, as I have to deposit in my credit card, from where I took the loan, so that I can not get penalty on it, Then after your Investigation, refund my loss amount.

seeking positive response, I still have faith on booking.com, so please maintain it, so that in future, I will use it and can also refer to other persons also.

When I book through booking.com, we requested for a family room of 3 adults and 1 children. But the booking.com has instructed the hotel to give us two separate rooms which we never expected.

The booking we made actually for 2 adults and 2 children's of the ages 3-year-old and 1 year and 10-month-old infant. We made this as 3 Adults and 1 infant child because we want it as a full family room. When we enter the information on Booking.com we choose 1 room with 3 adults and 1 child and entered the information requested.

While we selected the hotel room, they showed us the family room facilities with all facilities and amenities of a family room and when we checked-in to the hotel (Best Western Amsterdam Airport Hotel) they give us two separate rooms which are not even connected both in different places.

When we receive the confirmation we also tried to cancel but the Booking.com is not responding or their local contact numbers are not even reachable.

Booking.com and its service has cheated us and looted our money. The service they provided is a fraud service and its totally against the reputation and common man's rights

Even when we check with the hotel, Booking.com tried to say local law and policies but giving separate room for a family who comes along with kids we believe it's overriding the one's rights and law.

Whenever we tried to contact booking.com we never get any response, either through email or their un reachable phone support. They have fraud support number which will never answer by a customer support team and we used to try to spend more than 10 minutes every time and we called 3-4 times.

I never do this but I had to warn others about Booking.com!
They booked me a room after a few days the hotel called me and said Booking.com had made a mistake and overbooked they hotel I had no room. I called the customer service they said they would find me something and send an email in 13mins (odd I know but why I remembered it) no email. I called again (you get put on a hold cycle of over 5 mins) Spoke to customer service explained everything they said they would send an email with a new hotel, they did but it was over 55 miles away! I called a again and they sent an email in the let's say poor part of town in a 1 star hotel for twice the price. I called again and they said well too bad we can't help you I asked to speak to a manager they said no. I finally did speak to manager who ripped into me asking what I expected and when I asked for a contact above her she refused and hung up. The Hotel called me again and told me that Booking.com had overbooked 30 people for same night!

Attention: mr.gillian tans- ceo
booking.com b.v.
herengracht 597
1017 ce amsterdam
netherlands

Re: follow up, credit card fraud, no return of my refund, the
booking was officially cancelled, they deducted twice, even after
the cancellation, this is not a good business ethics.

Dear mr. tans,

I have been sending series of emails but still no action taken, there are calls confirming the twice deductions but still no result please again ...

The said property claimed that they revert back the deduction but what happened instead of reverting back they deducted me the 2nd time around, the second deduction was july 07, 2017.

I would like to follow up again my deduction in my card with a cancelled booking please refer to the details below,

Please give attention to the details:
Pin no. 8571
Reservation no. [protected]
Accomodation name: hotel de l' europe belleville
Location: paris, france
Check in date: july 17, 2017
Check out date: july 24, 2017
Status : cancelled

I had recently terrible experience with booking.com. I booked 6 properties for my vacation in Europe via them. They advertise that you do not need to pay in advance but 3 of them charged me the same minute I booked, 4th one took deposit of 100 CHF out of 135 CHF advertised.
I had issue with 4 of them. The Generation YMCA Hostel in Basel closed the kitchen in the morning without any notice so I could not get my food so I was without food till 3 p.m. when I arrived to Munich ( I had 3 trains and one bus to change with short connections). Neither the hostel nor booking.com gave me any refund.
Hostel der Athleten in Garmish did not give the card for free public transport which gives every hotel in Garmish so every time I paid in bus. Not mentioning that they first provide you service such as using their washing machine and drying saying that it was for free and then charge you. One night I slept in the hall without any linen because they put me in the room with 5 young men.
I booked Paradies Apartment in Arosa because they advertise it as sale for 180 CAD (CHF135) for 3 nights in big font so it showed up in my filtered search with max of 60 CAD per night. When I was leaving hotel they charged me on top of deposit of 100 CHF additional 152.40 CHF which total to 252.40 which exceeded the initial price nearly twice threatening that otherwise they would charge the rest from my credit card claiming that 117.40 is a cleaning fee for 3 nights of staying.
I booked on 5th of July Holiday Apartment Lisbon which booking suddenly cancelled on 29th of July when I was in Europe. I sent emails demanding to give me similar property but never received any response, so I had to buy SIM card in Europe to make the new booking. When the money were refunded on 30th of July I lost 6.5% from the sum paid.
When I called booking, com they referred me to properties claiming that they do not bear any responsibility (not saying that you have to wait at least 20 minutes to be connected. They never responded to any complaint which I sent them right away. They said that I had to solve issue directly with the property, and properties addressed me to them.

Booked online accommodation which in the advertising was really attractive and nice.

On arrival it was the opposite. The owners uploaded pictures from when they bought the property and several years on have let it run into disrepair. Overgrown gardens, peeling paint, rotten windows etc. WIFI advertised but not available and the entrance drive with large holes with metal sheets over them and so on.

In short what was paid for in advance was not the same as what was advertised. We did not get anything like the advertisement on Booking.com suggested we would. The online advertising showed beautiful gardens and lawns and garden tables laid with linen and a lovely well kept building.

We feel deceived and we paid on our credit card in good faith 560 euros for 7 days. On arrival in the mountains there was nothing else available so we were stuck and in any case our money had been taken in advance.

The people were very nice but the place was just awful inside and out.

We deserve a refund as this was most definitely not what was advertised.

Compare the picture I offer to the pictures used in the advertising on your site please.

I reserved 2 rooms thru booking.com at Quality Inn & Suites Cincinnati we had a personal family emergency and called the hotel to cancel the reservation then the manager directed me to call booking.com which I did they spoke with the property manager and they sent me a confirmation that the booking was cancelled by the property and total price cancel, but then my card was charged for the full price of the 2 rooms at $286, which the hotel did not reverse. I then disputed the transactions thru my bank which they investigated and stated to me the property management stated I was a no show. I contacted booking.com and they stated they had no record of the alert they sent me and now I am being charged for a hotel stay which I did not stay at.
According to booking and the email I received it states I will not be charged and I did. I have sent several emails concerning this issue to booking.com with no response, I even sent them a snap shot of the confirmation I got from them. This is poor business practice and this hotel needs to be removed from there website and I deserve a full refund based on bookings promise all charges were cancelled.

This Motel should be remover from your list. First sign of trouble was when we entered our assigned room and the bed was not made. They only had a maid every other day, so the handy man was going to make the bed for us, but my wife insisted on another room. We wound up in a room with two queen size beds. We left our stuff and went out for dinner, when we came back our room smelled strongly of cigar smoke. We called the desk and the handy man came up and explained that the smokers were on the lawn outside our window, (two stories down) and that's why our non smoking room smelled, sorry but there was notheing he could do.
We later discovered that there were people living in the motel, that some of the first floor rooms had no carpet, just cement floors. The grounds were littered with cigarette butts and other garbage.
This was supposed to be a celebration for my wife and myself for two nights celebrating our tenth aniversary. The first night she complained so much that we weren't in the mood. The second night we decided to pack up and drive home, as she was getting sick from the smoke smell in our non smoking room. We had paid foor two nights when we arrived, but I did not attempt to ask for a refund, I was just glad to get out of there with out being mugged.

I was charged for a £72 night stay in Toronto cover £300

Breakdown was

£200 security payment taken out of my account 2 months before staying
£60 yes a £60 cleaning fee for a one night stay
£15 parking

Booking.com justify that this is acceptable.

I have rang Booking.com 4 times in 3 weeks opened up two cases that seem to have had nothing done to them as said by one of the operators, hung up on twice.

They say their policy is if the hotel does not reply within 5 days they will fully refund me - its now been 15 working days with no reply.

Booking.Com is a fraud.

I made a reservation at the Brantford Days Inn for June 30dth for 2
nights. I had to cancel the reservation on June 27th as Peter was in a
bad car accident and we could not attend the reservation. I cancelled
it online and I even called the motel to confirm. I did not realize I
booked it the way I did. I always book it with the pay at the motel
option and did not realize what I did. We are loyal customers to
booking.com and would like you to refund our 201.00. We would like to
use your service again when Peter gets better but I cannot afford this
201.00 as I need the money for travelling to hospital. Please refund
our money as we are returning customers to booking.com and to Days Inn Brantford. The following is a response from your customer service agent who told me "my response was meaningless". How rude and inconsiderate to our situation.
"Confirmation number: [protected] PIN code: 9136.. This is the only numbers I have. I do not have a cancellation number but if you look on the website you can see that the Days Inn was cancelled on June 27th. Your response is meaningless. "
When I cancelled online I had a friend of mine call the motel to confirm the cancellation as I was in the hospital. They confirmed it . I also confirmed that the motel was fully booked on the 2 nights I booked so they are actually getting paid twice as my rooms were booked after I cancelled.
I would like my money refunded due to the situation and as we are good customers.
Thanks
Diana McNish
[protected]@hotmail.com

[protected] I had book a hotel with booking.com after I get to the hotels they didn't have no rooms available for after driving all day it was around 10pm I was with my family two kids and no place place to sleep after they already confirm the reservation. I think this is a really really bad service from their end I can used the words that I want to used to describe how I feel about this situation I will never ever again used or recommend this website to anyone else

On receipt of my card details I notice that I had been charged twice for the same stay in May. I went through my “Genius membership account ticked the drop down box and got a replay from the misnamed customer.[protected]@booking.com requesting action by me. I supplied the information requested no reply. I re submitted it a further three times. Then ten times more, requesting an acknowledgement from them, none came.
I also emailed them committing on this poor service requesting some sort of acknowledgement, saying, I that did not hold out much hope giving my experiences so far.
No reply, Today 14/08/17 I phone them at my one expense, on the genius line explained the situation and ask why this has not been dealt with. This is the unbelievable responds. “I can see all your records but no one has respond to them, are yes I can see that you have sent the information we requested. Clearly customer service is not a top priority for booking.com, Kayak, agoda.com, opentaber.

On the 12th August 2017,
I reserved two hotels in Bruges but received no confirmation emails so couldn't cancel them in the free cancellation time (30mins left to cancel for one hotel), before incurring charges from the hotels. I emailed Booking.com customer service at 11.09am immediately after making the bookings to find out where the reservations had gone, they were not in my 'manage bookings page'. The only response I had was automated asking for a reservation number which I couldn't provide. I looked for the customer Service number and couldn't find it on the Booking.com app (I was on my mobile).

Next Day I went onto the website to check my 'manage bookings' but still no bookings and no emails.
I looked through and found the hotels I thought I had booked and sent them direct emails to ask if they had a reservations in my name.

I booked another hotel through booking.com (non refundable) as I thought I now had no reservation for the following Thursday.

I sent another two emails to customer service to outline my predicament.
By now I had found out that both hotels had booking in my name. I now had three active bookings but could only see one.
Both said they could only cancel the reservations through Bookin.com, but I still had no way of doing this as visible, one Hotel gave me their phone number as I still couldn't find it on there site.

They finally replied to my emails the nest day at 0.04am 13th August, I was asleep. I emailed them back the following morning at 9.21am and asked them to call me.

I had a very abrupt and rude conversation with a customer service assistant who told me I had entered the wrong email address (one letter wrong) when booking which is why I had no confirmation emails, which I was completely unaware of.

I argued I had tried to flag up something was wrong but had no response so was unable to make the cancellations in the time slots given. And asked why the app didn't tell me the email didn't exist.

She wasn't prepared to negotiate or accept I had tried to resolve the issue, said it was my fault and not theirs so I had to pay any associated costs.
When I asked to be transferred to discuss my compliant she was heated and refused repeatedly saying NO. and then refused to continue the conversation.

I phoned back and spoke to a more ameniable person but the answer was the same I still had to pay the cancellation fee for the missing booking. I asked was there a resolution department and was transferred to a very rude supervisor who want willing to discuss my situation at all.

My argument is this:
Why should I pay when I couldn't access the bookings and had flagged up there was an issue immediately.

Their website should not accept non existent email addresses in the first place, most site's flag up 'this email address doesn't exist'.

Why is there customer service number hidden and why do they take so long to respond?

Very disappointed they could not help me resolve the booking I could not cancel. I have been left with a very bitter taste in my mouth and will no longer be using their service.

I recently booked a family vacation in a resort area for 5 people through Booking.com .
2 days after I booked I found out there was a special offer for the same hotel/rooms at 20% less through one of my credit cards.
I immediately sent an email to Booking and they didnt answer.
The next day I called and was advised by a service rep to "not worry, send a proof of the discount and we will match the price". We agreed on the call that the proof of discount will be a screen shot of the offer details.
2 days later I get an email asking for proof of the deal again. I sent it again in the different format they asked for. Nothing back. 2 days later I called and had a few conversations with their service reps, ending with an email back from them that I am not entitled to the price match because of technicalities.
In the mean time the special offer was sold out and I lost it...If they had let me know this on the first call and allowed me to cancel the order I could have saved a ton on this vacation. Plus the whole service experience was very bad - they didnt respond on time, I had to call in a few times, each time educate a new person on the issue...and even though I specifically asked to speak to a manager I never got through.
I will never do business with them again...ever

I booked a motel at summit inn motel in hempstead tx. Paid for the room then went up to it and found roaches. The manager wouldnt return my money and said i had to take it up with booking.com. what do i do now? The man was rude about everything even though i never took my stuff into the room and told him right away about the problem. Cant believe i opened a drawer that had the bible in it and found roaches!

On my travels in India I recently stayed in a hotel that was my worst nightmare. Ondas Do Mar Beach Resort Phase -1
Confirmation number: [protected] PIN code: 8083

This place was ment to be my break of relaxing by the pool but ending up being nothing but disappointment stress and unhappiness, never felt so wrong done out of my money!

The first room of 3! was just cathastrotic horror! smell of damp as door opened, walls, head board on the bed, pillows all covered in mould! second room was plain basic, no fridge, aircon was just working, pillow had mould on them, smell in the room was awful!
room 3 they had just painted over the damp spots, just dirty every where.
the pool was ok for 2 days then was so green water that the walls of the pool was no longer there.
being there I was made to feel uncomfortable the hole time, people lived at the hotel, this made it not feel relaxing or a hotel at all, wifi was nothing but troubles.
list could go on!

I booked 3 rooms in country inn Orlando, to pay at hotel, when check out they put 120 dollars as service fees which was not mentioned in my booking confirmation. I need to get back the extras 120 dollars as it exceed what we confirmed.my booking was for 3 rooms from 4 august 2017 and check-out 12 august 2017 using booking .com, 120 $ service fees they put is not justified and never mentioned in the original booking confirmation.