Booking.com
Reviews and Complaints

I would like to make a complain because I went online and I clicked change booking and it gave me the option FREE that's why I did change it! Unfortunately I lost my flight that day and I sent email explaining what's happened and than when I was Online IN my Booking it gave me option to change that, there was nothing saying i had to pay DOUBLE! And it was £0 for this transaction, so how can you explain that? Why they give the option to change IN your existence booking and after that charge you for the same hotel twice? I am so disappointed with booking.com me and my family we are cliente of booking.com but after that I don't really know!
I would like explanation why I have to pay for something I didn't use?
Thanks
Ivanir r de Landes

Your receipt and theirs both said that breakfast was included so when we went to get it in the morning there was no breakfast and no one was at the desk to ask and we had to be on our way so I just sent an email to them and they said that they are in transition sorry and my card would be credited back for the breakfast charge and now that I am home to look at my statement they credited me back $5 what a joke! I have been using booking with good results but I feel you need to keep them honest and stop ripping people off.

Tom Nettlebeck

I booked 2 hotels for a bridal shower evening, and then we decided not to go and cancelled them. I guess one was cancelled and not the other-I was under the impression that both were. I received no email notification of the upcoming hotel stay-which normally, I do. I had up until the day of to cancel at no cost. I had NO IDEA the reservation still existed. I was charged just under 1000$. I contacted Booking.com, who contacted the hotel directly, and said nothing could be done. I contacted the hotel directly and they reduced t by half and said Booking.com should supply the rest since it was their issue and not the hotel's. Booking would not help me in any way. I tried to speak with a manager and was denied. They would not even listen to me! I am complaining about this bad customer service. I am complaining about the lack of consistencies with the websites notifications. I can't believe that a company that I have used so much in the passed is not willing to help when a loyal customer needs it! I have had 500 dollars just gone form my account for no good reason! And even at that I cannot speak with a manager?! I willnot be using Booking.com again unless they can assist me with this matter!

I planned a family get-together with family flying in and taking time off of work. We had a 3 BR beach block full house reserved 7 days in Seaside Heights NJ. Confirmation number: [protected] PIN Code: 0598. The trip was Aug. 6 - 13, 2017. I received a confirmation email and my family scheduled all their plans.

On July 3, 2017 at 3:31am - I received the following email:
"Booking.com Customer Service", "[protected]@verizon.net", [protected]@my.booking.com
Booking.com Home | FAQ
Manage booking

Dear Ms Ellen Overholt,
We would have liked to discuss your reservation at Perfect Ocean Block 3 Bedroom on the phone, but unfortunately it wasn't an appropriate time to call you.
Perfect Ocean Block 3 Bedroom is unable to accommodate your reservation 1618.064.728 . We apologize for any inconvenience this might cause.
This relocation is due to overbooking.
Look at:
NEW! 3BR Island Heights Cottage - Walk to Beach!
https://www.homeaway.com/vacation-rental/p4525880
08/06/2017 - 08/13/2017
Adults 3
$200.00 x 7 nights $1, 400.00
$100 Cleaning Fee $100.00
Damage Protection $101.50
Tax $105.00
Service Fee $144.00
Total $1, 850.50

If you like this option, here are the next steps:
Make a new reservation at https://www.homeaway.com/vacation-rental/p4525880
Share your new booking number with us by replying to this email
We'll take care of canceling the old one at no cost to you.
Feel free to contact us for additional help if you're not satisfied with the alternative offered. We're available to discuss other options and your accommodation needs.
If there are any extra costs because of this relocation, please send us your receipts and we'll do our best to refund you the difference. Note that refunds are made after your stay is complete.
By providing your receipts, you give Booking.com B.V. permission to share this information with NEW! 3BR Island Heights Cottage - Walk to Beach!. We're committed to protecting your privacy and will only use the receipts to confirm your claim. We only keep this information as long as necessary.
Thank you for choosing Booking.com. If you need us again, we're always here.
Best regards,
Irrum Pereira
Booking.com Customer Service Team

I looked at the alternative option and it didn't come close to what would work, plus, nothing was anywhere near the beach.
As of July 3, the day of this email, my booking was 100% reserved online at booking.com, with no indication of any problems. I was forced to cancel the reservation.

I spoke to the property manager of the rental home who informed me that she notified booking.com the SAME DAY I made the reservation - over a month in advance - but booking.com did not tell me until a month later.

After calling booking.com regarding this, Sandra O., the writer of the email below, stated that they sent me an email prior to July 3rd. I checked and absolutely nothing appeared, she admitted that it may have gone to spam (it did not) and when I asked why my reservation was still listed as still fully active, she did not know.

I addition, through booking.com, I booked a different fully refundable suite for a week at Hotel Charlee Villas Oceanblock.
Confirmation number: [protected] PIN Code: 5109
I cancelled a few days later.

To my surprise, my bank account was charged and after speaking to the hotel manager, he informed me that booking.com listed a free cancellation within 30 day but it should have read 60 days. After quite some time, I was able to send him all my documents and he refunded my money, which will not be available to me for 7 to 10 business days.

Over the course of a week, I sent more than 7 emails to customer service and to date, not one was answered,

Due to the inconvenience, disappointment and an entire family needing to cancel these plans, money had been spent on plane fares, time from work and most important, my children were flying in. I can't tell you how our excitement changed to grief. My husband died and the main purpose for the family to be together to spread his ashes in the ocean.

All our plans have now been cancelled. Due to the numerous errors from booking.com, I spoke with customer service agent Sandra O. to ask for the following consideration from booking.com:

Only 3 nights paid (not my original 7) for 2 motel rooms so my children could come to Seaside Heights. I showed her the motel listing on booking.com. They are cheap small motel rooms with wood paneling . It was the only place I could find. The total cost is less than $700 and I felt that this is more than fair. Today, I received the message below in response to my request.

Dear Ms Ellen Overholt,
Thank you for choosing Booking.com.
We're sorry to hear that the suggested
alternative accommodations did not meet your needs.
In regard to choosing another accommodation due to this relocation, if the cost of the new reservation is less, you'll pay the lower price. Therefore, we will not cover the cost of reservation 1461.236.550.
If you choose to book an alternative property and the cost of the new reservation is more, please send us your receipts and we'll do our best to refund you the difference. Note that refunds are made after your stay is complete.
By providing your receipts, you give Booking.com B.V. permission to share this information with Perfect Ocean Block 3 Bedroom . We're committed to protecting your privacy and will only use the receipts to confirm your claim. We only keep this information as long as necessary.
Thank you for choosing Booking.com. If you need us again, we're always here.
Best regards, -
Sandra O.
Booking.com Customer Service Team

So that ends my complaint and if you are able to help, you have no idea how much it would mean to me and my kids.

Ellen Overholt

I booked this place through Booking.com thinking it would be like it was represented on the website. I have used it several times and never been disappointed till now.I booked a Deluxe 2Br Apartment and that is not what I got.The place was horrible and it had no balcony, no table, and no coffee pot like it claimed.They kept my money for one night and I didn't stay. I want my money back.

Hi booked in for this appalling hotel 2/3 july 2017. Your website stated 60 euro including brakfast. We required a twin room which yor site said was possible. On arrival the computer printer did not work so no paperwork. The room had not been used so smelt musty, the shower produced only luke warm water eve or morn. I was bitten at least ten times by something within the bed now wednesday 5th july and still irritating. We were charged 70 euros, we cancelled brakfast as that was stated to be 10euros each extra. All in all a very poor service and room and not wthin budget. The photos of rooms did nor represent anything we saw. The lounge was not in use it was partly full of tools and building materials. Please seriously look into this, it does booking.com no favours at all. I would accept a full refund of our 70 euros. Thankyou.

Extremely disappointed with the hotel Elements time square. Rooms were not given as requested as we made the specification while booking through booking.com.AC not working properly and there's no one to take care of it after the main working hours!. Queen size beds are very small and couldn't fit 2 people properly. Rooms are very very small and stuffy. Very disappointed in them. Want a refund and want toI've to another hotel.

Dears,
I checked in yesterday to the Europa Hotel in Malta to the room 211. I paid 186 euros for 3 nights but the room has nothing to do with the room displayed in the photos. The conditions are unbarable as the temperature is extremely high and in the room it was more than 40 degrees. The fan in the ceiling was not working and the 2 windows of this dark room provided no air at all as the view is on a stinking shaft. Opposite to the windows were the Windows of the next room and you have to choose to be seen from the neibours or to pass out from the heat. I didn't manage to have any sleep, complained to the re ception at 02:00 and at 04:15, and de to my palpitations I have to Take pills called lopresor. I was told that this is the situation and the sleep under the same conditions as well. Today I am not feeling well at all and it is very important for me to have some rest due to the important for my carreer interview that I have to attends after tomorrow. I can also provide you with justufying docs. I choose not to bear with is anymore as I feel that I will pass out if I stay any longer here. I asked to check out and be reimbursted but my request was not accepted. Please let me know how to proceed as I consider myself checked out. I also attach the photos that I took in order to compare them with What was sold to me.

Thank you in avance for your help and understanding,

Venetia Foutoutsaki

Please help i made a booking Number [protected]
for the 29th June -30th june The Romsey Hampshire for two rooms
T Stanton
D Devonald Batt

To be told there was no booking but our names were on the system ?
They had no availability so had to go to the only Hotel in the area with space
which was very expensive. Hotels reponse was problem with Booking .com
And would not help even though we had the printed booking confirmation.
I wish to be advised as to how this can happen ? and what you are prepared to do about the increase in costs ?
but please be advised that this has never happened before with any other booking site. Disgusted at the lack of communication between yourself and the hotel itself.
I expect a reply and a satisfactory outcome.

Discovered a booking reservation was made for "The Monterey Hotel" on June 20, 2017 that I was unaware of, nor did I give authorization for $111.80 to be charged on
my credit card. I did not stay at this hotel on
that date. Booking #[protected] pin#3909
Efforts to resolve this matter has yet to addressed. I have contacted the hotel and spoken to the hotel manager and have spoken to a Booking.com supervisor who hung up on me in the middle of a conversation. I have received an e-mail from
a Mr. Konrad Noga who is reviewing the case but has yet to contact me. I have sent several e-mails requesting a refund.

Complaint from Fernando Rodriguez for room booked for date 06/23/2017

My son in law and daughter booked a room for me at Knights Inn 8401 West Freeway I-30, Fort Worth, TX, US, 76116. The booking was based on pictures and reviews. The pictures looked nice and the hotel had mixed reviews (both negative and positive). Based on the pictures, and taking into account that the negative reviews didn't match the pictures and the positive ones did, my son-in -law booked the room. At check in, the room was a nightmare; in no way did the reality of the room match what you depicted in the pictures on your site. (Also, the nice-clean-sparkling pool shown in the pictures on your site was empty and horrible). You refuse to refund the money my son in law spent because your site had negative reviews about that hotel? Really? It also had positive ones; which do you expect a person to believe? Your site had pictures and pictures do say more than words do. Your representative then offered a partial refund because you were not contacted that day we refused to stay at that hotel...he called his bank and got a credit; he thought he did not need to do anything more. That hotel submitted the charge again as if the hotel room was used. You owe my son-in-law a refund and you owe it to the public to take that horrible hotel off of your site. The inclusion of that hotel is an implication of endorsement and I certainly hope your company would never endorse such a horrible place. You claim to be dedicated to customer satisfaction but you are not. You said that the rating for the hotel (4.5) should have been enough to warn us away from that hotel. Is the purpose of your company to discourage business for the hotels on your site? Refund them the full amount.

I was tricked into thinking I was confirming a low rate on Booking.com's website. On Monday, 6/26/17, the booking.com website listed a rate of $64.48 per night for a stay at the Inn At Wilmington for two nights: check in 6/30-check out 7/2. They have an intrusive sidebar pushing other travel-related deals on their "Reserve" page. Of course I clicked the "x" to get rid of it to see the rates suggested. Once you click the "reserve" button, again it's a new screen with the same pop up sidebar. I clicked the "X" again without care--there it showed in small type that my $64.48 rate was actually $119 plus fees. no where else on the page! When I clicked "confirm payment" it jumped me to a screen that showed $286 had been charged to my credit card. I called immediately to cancel. They informed me that I would be charged $14.99 for the privilege of using their sneakily deceptive site. The customer service rep, clearly on a word track, did nothing but let me know that my refund, light $14.99, would probably show up in 7-10 days.

Good Morning, I booked a hotel thru you because my fiancée and I were traveling on business. I booked the Days Inn in Keene Nh My conformation # is 1492.198.764. When we arrived to check in the two people that was working at the front deck were nothing but RUDE! I just let that go. The second this was that have a dog that is always in the lobby right near where the food is, this was disgusting, The lobby was dirty just very nasty. Anyway we got our key park the car and went to fine our room. When we got to the entrance door to slid our card thru the reader was about to fall off the wall. We then got to our room, we went inside to check out the room we both looked at each other and said I don't know about this. the room wasn't very clean. I went to go to the front desk but before I ran into one of the maids. I asked her if she could change our bedding that it didn't look very clean she was nice and came in and changed the bedding. So after she was done and gone we got ready and left for our business. We returned that night. We were getting ready from bed when I sat in the recliner and pulled a nasty tee shirt out of the side of the chair. We went to bed, the next morning we got up my fiancée got in the shower and I went to get some breakfast that the offer their, I was like no way the dog again it was dirty it wasn't clean at all. I went back to our room and my fiancée was really upset I asked her what was wrong she said look at the show its disgusting and she found a dirty used band aid in our bed she was completely gross out. I went to the front desk to compline, and the same people that was working the day before were there. I started to tell them about me complaint she was RUDE and just blow it off like it wasn't no big deal. She just cut me off right in the middle of me explaining my concerns. I paid 165.84 for this room which was a lot, considering we have stayed in way nicer hotels for less with better service and a lot cleaner. I would like some kind of refund if all possible.

Hotel rips off guests

On may 10, 2017 my wife and I made a reservation for july 10-13, 2017.

On june 12, 2017 (one month before our scheduled stay) our plans changed and we needed to cancel the reservation.

Hotel freihof refused to refund the $400.00 usd we'd paid for the reservation.

There are other hotels in this region ~ we would recommend any travel look elsewhere. ignore their marketing ~ look at the facts.

When booking through booking.com it gives you the option to reserve or express booking. When you choose ill reserve it takes you to the next page where it clearly states - no payment is needed today - you'll pay when you stay.
Well, that didn't happen. The full amount was withdrawn from the credit card provided to hold reservation.
False false false advertisement
When you call booking.com they take no responsibility and blame the hotel that was reserved since they were the ones that took the payment. If you ask to speak to a supervisor they claim to try and transfer but they hang up on you instead.

I booked a hotel through booking.com and was told that no money would be taken from my credit card and that I would pay the hotel on my arrival. I was also told of no cancellation policy at the time of booking.
When I checked by credit card bill a month before I was due to travel all of the money had been taken for the room in spite of me cancelling the room.
When I spoke to the hotel, they said you booked with booking.com and that is their policy. However there was no cancellation policy clearly stated on the booking form.

As a customer our trust with Booking.com is that it always provides us with a fair deal- However this trust is absolutely shattered now- Whilst booking in the first instance, a message on the booking page says that prices will go up in the next 24 hrs- so we book the rooms.

The next thing we find out is that the hotel is cheaper on its own website- when we raise the claim with Booking, com, we are told that this cannot be honoured on the price guarantee as this is a special limited time offer- hence it does not qualify for the price match. Whilst disappointed with the answer, i checked the booking.com website today and was shocked to see a much cheaper price on the booking.com website itself for the rooms i booked earlier.

It is quite shocking that we book rooms under the impression that prices will go up (this was communicated on the website whilst we were booking our original rooms) and now to find out a cheaper price for the same rooms (on the booking.com website) is quite distressing and frankly breaking of the customer’s trust!

This is absolutely appalling and quite distressing . I do hope and expect that Booking.com to match the price of my original booking with the price Booking.com has on offer today and manage customer promises better in the future! i am however sure that booking.com will delay and stall...

I receintly purchased a hotel in dubai at a price of £906 as advertised. This was a no cancellation booking. I now received an email from the hotel in question demanding an additional £100 + in charges such as 10% service charge and 10% charge for another service + 20 AED tourism charge when we arrive. These hidden charges are not clearly displayed on your web page or we would not have booked this hotel we would have booked an alternate. But now we cant cancel or we lose our money. We will never be booking through booking.com AGAIN. shame when i have used your service for years.

I booked a hotel with no prepayment needed, one of the reasons I had booked with them. They without informing me took £100.00 from my account, after contacting booking.com they said to inform hotel, on a call to the hotel they said I should not have bern charged and would call me back ( still waiting on the call 3 weeks later). Inform booking.com again they adked for proof they had taken the money. Sent a copy of the money taken from my account and nothing back. I feel booking.com take any hotel on without checking the policies that they say they have. Would never use booking.com again. No customer care at all. I have been advised to contact trading standards.

I recently had a 6 night stay in queens hotel and spa in bournemouth (13/06-19/06) to say that I was extremely disappointed in the difference between what is depicted in the pictures on the booking.com site versus the actual venue, is an under statement.

I do not recognise the hotel that is shown on the booking.com site as the hotel I stayed at. The room I stayed in certainly was not decorated remotely as luxuriously as the pictures suggest. The facilities were severely lacking and the gym that is shown in the pictures is but a little room with one walking machine, a exercise bike and another multi-workout machine!

The room and stay was definitely not what has been advertised on the website of booking.com. I would like to complain on these grounds as I was left without air-conditioning or a fridge in the room at what is depicted as a luxurious hotel by this website. I will not be using booking.com again!

Kind regards
Gia badenhorst