Booking.com
Reviews and Complaints

I went to book a hotel in Kuantan, Malaysia and this hotel say MUSLIM ONLY. This is illegal and cannot be!

What a total dirty Pig this muslim is to advertise this.

It's dirty muslim like this that start racism.

How can booking.com allow such racist rubbish? Very very embarrassing and unprofessional of you to publish this porky rubbish in your business.

Ref: [protected]

I am writing in complaint regarding a recent booking on 16/07/2023 through hotels.com with Hotel Avenue, Amsterdam.

I made a booking for 3 nights and rather than reserve the room I paid £380.51 before immediately cancelling the booking due to the hotel not being what I expected.

I asked the receptionist in Hotel Avenue to cancel our booking and she told me I would have to do that through hotels.com as that’s how I paid for the booking. Other than her saying you have to cancel through booking.com she offered no other assistance.

As advised by the receptionist at Hotel Avenue I contacted hotels.com and was told not to worry, that the cancellation policy would be waived and I would receive a full refund.

I then followed up when I should expect to receive my refund on 24/07 only to be told I would not be receiving a refund at all. I challenged this and was then told I would receive a 50% refund.

The service I have received has been a complete shambles. I booked and paid for a room for 3 nights that I did not use and cancelled the booking immediately after booking.

I feel it’s only fair I receive a full refund from Hotel Avenue given the circumstances. They didn’t lose out on any booking as a result of my quick cancellation so the fact they are trying to charge me £190.25 is quite frankly a complete rip off!

Please transfer refund to -

Mark Feeney

[protected]

83-16-05

Regards,

Mark

I was attempting to check in to Hotel at Fairfield Inn & Suites by Marriott Raleigh-wakefield. When I booked this trip my credit card was charged immediately. I get to hotel and mind you my daughter just had a seizure and just wanted to get in our room. Hotel staff was awesome. However, I could not check in. Clerk kept saying credit card declined. I thought she meant my CC. No it was your virtual CC. I was speechless. Of course my paperwork does not have a phone # for your company to reach out to you. Thank God the clerk eventually got a hold of someone but I want you to know I will never book with you again. We had 6 rooms booked this weekend. Everyone booked with booking.com and after my experience they all said NEVER AGAIN! Lori Jillson: 327 Landing Ct. Tuckerton, NJ 08087 [protected]@gmail.com confirmation #[protected].

Sir/Madam

My husband and I booked @TheBoulders Ballito in South Africa via Booking.com app. We booked for 28/7/2023-30/7/2023,3 bedroom apartment of 3 adults and 2 children (11&13 years).Confirmation number:[protected] &Pin number:0344. We went to Nedbank to ask for a refund but they didnt help and we went to nearby police station to open a case and we failed. This whole incident happened yesterday28/7/[protected]@14:50. I'm asking for a refund. We were communicating with these people via Booking.com app and WhatsApp. We use email address:[protected]@gmail.com.

Thank you

Me&Mrs Buthelezi

I booked a stay from Thursday, August 24th through Wednesday, August 30th. However, Booking.com cancelled my booking with no explanation. My trip was booked for a group of 10 and we all have our plane tickets and have made plans for our stay in this Zona Hotelera Area. Now we have no place to stay. Booking.com is not willing to accommodate a different location compatible to the original. This was not our fault and feel that they should find us a compatible location to make it right. Please contact me at [protected] regarding this urgent matter.

I was informed my flight would be cancelled on April 19th 2023. On 27th July 2023 I have still not received my refund despite the fact I will not be able to fly as planned, and have had to spend further money on rebooking elsewhere. Customer services keep informing me they have requested the refund, however it has now been well over 3 months and I am no closer to reaching a resolution.

Dear Sirs

RARE KNIGHTSBRIDGE GEM BY DENA ELITE COLLECTION – REF: [protected]

CANCELLED RESERVATION

I refer to the headed reservation and subsequent exchanges I have had with members of the booking dot team on the telephone, on your website chat and by e-mail. So far, this matter has not been satisfactorily resolved.

When I look up my reservations on the Booking App, I see the following message:

I did turn up at the property and was utterly appalled by the condition it was in. You rate this property on your website as "Superb" and give it a five-star rating. It is the most awful place I have ever been asked to live in and certainly falls well below the standard of accommodation I expect from booking.com.

If you look back through your records, you will see that I have never before complained about a property, and I have made hundreds of bookings with you over the 20-odd years I have been a customer.

I should have been suspicious when I got a very cryptic pre-arrival message stating:

"Due to previous complaints caused by a disrespectful guest, we kindly ask you to refrain from revealing to the neighbours that you are a tourist/Airbnb guest/booking guest to avoid unpleasant and unnecessary complications. If asked, just say that you are in London for working reasons."

I am well-read and literate; however, I struggle to find the adjectives that adequately describe this property.

I couldn't believe my eyes [or my nose] when I entered the main building hallway. The place was filthy and smelling of damp. I asked two guests, one a family arriving that day and a girl just leaving the building. They were all surprised and disappointed by the condition of the property.

I tried contacting the host's number by telephone and WhatsApp but received no reply.

Nothing in the Pre-arrival information indicated that access to the flat was via a basement flat with a separate entrance from the main road. I eventually found this out by asking a neighbour.

As soon as I entered the flat, I was overcome by the musty smell of dampness. There was a large damp patch in the ceiling of the sitting room.

The furniture was cheap and nasty and well past its time for disposal.

The bedroom was so small that there were only around 400 millimetres between it and the walls on either side. There were about 600 millimetres between the foot of the bed and the cheaply made wardrobes.

After I entered the flat, I repeatedly tried to phone the number I had been given. Eventually, I got a text reply saying that the people I was conversing with were cleaning staff and they had no control over reservations. A while later, the man who owned the property phoned me. In quite unequivocal terms, I made it clear to him how dissatisfied I was with the property and demanded a full refund. Early in the conversation, it became apparent that this host was a rather dodgy-sounding character. I pressed the record button on the Memo App on my iPhone and recorded the whole conversation.

The owner [unaware that the conversation was being recorded] assured me that he would give me a partial refund for the first night's stay and that he would give me a full refund if he were successful in finding other guests to take the property on the remaining three nights. A friend of mine repeatedly tried to book the accommodation, but it was unavailable for the following three nights.

Interestingly, the host's immediate response was to go on the defensive and argue with me by stating that the property was accurately represented in the photographs on your website. On reflection, I have looked at these photographs; almost all of them are close-ups of ornaments, etc. Only two or three give an indication, and a false one at that, of the size and state of the property.

If you look up your records, you will see that I checked in at the Ned, an excellent hotel in the City of London for the four nights. Now, that's what I call accommodation, although you only ranked it as "Fabulous" and rated it 8.7! I did some entertaining there and eventually paid almost £3000 for my stay.

I ran my own self catering business for many years and turned over hundreds of thousands of pounds with booking.com when I was a host. I know only too well that there can be some dodgy guests out there who are up to every ruse imaginable to obtain refunds when no refund is due. I am not in that category.

I have a Scots law degree, and I realise how complicated it will be for me to raise a civil action against an operation which is based either in England or overseas; however, I am prepared to endure these complications if that is necessary to get the refund to which I am entitled.

I don't want to fall out with booking.com, but you have got to be my first calling point to ensure that justice is done. May I respectfully suggest you get someone in your organisation, or an affiliated organisation, to check out this place physically? Undoubtedly, you will agree with me that it falls well short of the standards both I and booking.com are entitled to expect.

Yours faithfully

Don Michie

Hi I am complaining about reservations made to my property, from booking.com

My property ID is 9437490

Name of the property on booking.com is

Relaxing Ocean View Condo

My name is Arjet Torishta, owner of the Condo, This complain is for example the latest booking made to my condo, number of reservation is [protected] , this person (Marc) booked long time ago to come to my condo on July 23-August 13 , he requested to change to July 25-13 August no problem no charge, it comes to show up that day nothing, he texted late that day not coming, and asked to pay nothing ,he is not the only one not to pay I am tired, you can not make business with me , if they okay, if not okay, in the end of the day if they show up, I get the money someway, I have to pay your share, how about me if they don’t show up, I get a finger to my mouth, nothing, so you Booking.com ow me for this reservation

$4037.50 American money , or get the money from that person and give me my money. And if you look to my history to my booking.com I have others didn’t pay me, so do something if you want to make business with me, and I am thinking maybe to close one day booking.com if you don’t do anything about it.Thank you

Please provide refund or proof that you have attempted to get refund. IT HAS NOW BEEN 2 MONTHS SINCE THE FLIGHT WAS CANCELLED!

I paid over $5,000 for a flight. I cancelled the flight 1 month before the flight date. I contacted their help service (Gotogate) and they keep telling me to wait a bit more. It has been over 2 months since I cancelled and I have received no refund or proper update from Gotogate or Booking.Com. They have taken 2 months and Gotogate just told me that they have tried and the refund is not possible anymore!

They told me to go contact the airline and get the refund myself. I managed to get in touch with them and they were shocked saying it was their duty to apply for refund on a system they use. They told me Booking.com or Gotogate has never contacted them so my flight was still active on their system. This meant that in 2 days the flight would take off and I would not have cancelled flight even though I told Booking.com and Gotogate 2 months ago that I wanted to cancel the flight.

Gotogate and Booking.com never called me back no matter how many times I asked them to raise my matter with a manager.

I made a booking for holiday accommodation in London. The fraudulent property took the full amount from my account and did not refund it. I am unable to make contact with the fraudulent property. I logged a complaint with booking.com customer service and they are telling me that my statement is invalid and requested another from my bank( I used Revolut to make the booking) Revolut are not able to supply me with any other type of statement. Customer service is also saying as the currency is different this is also invalid( I live in Ireland and I selected the euro option obviously). I supplied the currency rate on that date of the amount been taken to booking.com but this sis still not good enough. I also supplied my bank statements to the customer service team that I would use to transfer money to Revolut. All this is going on since July 4. I was told I be refunded the amount on July 21st and still not received it. I have rang customer service on numerous occasions(have spent over 8 hours on the phone), have sent endless email. Submitted all the information I can and have even spent hours in touch with Revolut to try get the info they request and am still no closer to getting my refund. I am suppose to be going away on Sunday July 30th and am at a loss of €824. This has caused me a lot of stress and anxiety been down such a large amount of money and my phone bill on top of this … international calls. I actually don’t know where to go from here. The property was advertised as pay on arrival. I was called stubborn on one of the endless call. Customer service keep changing the requests for my refund. Am just at my wits end. I have asked on endless occasion to speak to a supervisor but no supervisor will take my call and I was called stubborn on my last call as I was told I was not listening to their request in regards to converting the euro amount to pounds on my statement. I have sent through my Revolut statement, correspondence with the property prior to them taking the amount from my account. I have been unable to make contact with the property since. Confirmation number: [protected]

PIN code: 6940

in Feb 23 the manager of our hotel stole the login details to booking, com

We have tried contacting booking.com by phone, nothing has happened.

I have emailed to support, I recieved a support request ID and nothing since then.

This has meant that we have lost revenue from bookings, and we are being cheated by this former manager.

All we want is to regain control, but booking, com has been woeful.

I reported the problem my wife had with a reservation made through Booking.com to Booking.com Customer Service. At first it seemed that Booking.com is making up the subject, unfortunately I found out that it was not. Booking.com was a company that only received commissions in between. We booked the hotel with nice reviews at booking, we couldn't stay at the hotel because of a smell that was most likely related to that day. The hotel host didn't accept this, and my wife stayed elsewhere paying more. The host said she/he would sell the room again, but he didn't (follow up from Booking.com page). When I forwarded this to Booking.com, they said they could noy do something. Booking only trusts the host more than the customer, who receives commissions, and they cannot help the solution.

Dear Sir/ Madam,

On 11.07. my daughter lodged a complaint and a request for a refund for a disgraceful installation through your website.

We have been your loyal members for 20 years as a family, we have a 15% discount on our loyalty, and now you have deeply disappointed us.

I am very surprised and deeply disappointed by your response and decision.

You, as the big ones, should protect us small consumers and not those who offer what they do not have.

Please give me your reasoning and where I can appeal. So your higher distance, because I consider

I have been deprived of my holiday entitlements by a scam on your website.

your reply to our request is to refund us €61 - a disgrace.

You earned it the first time, you've been serving on us for 20 years, and we've always been happy until now.

After this unpleasant experience, my daughter has booked a second room through you, so you have earned again and you are offering a €61 charity. This is unacceptable.

The reply came from a no replay email, so we have no option but to write to another email and ask for a solution again.

Here's the full explanation

The description and pictures of the accommodation, which are on the booking website are significantly different than the actual condition of the accommodation.

I know what booking a room means, even what a low rating means is clear to me, I know that is a cheaper form of accommodation, but then they should put such pictures up as what the actual rooms look like.

I got a very old and dirty room, not even close to what is presented on the website by the provider. This is a scam!

The provider presents itself as a Split Summer budget room, but in fact it is a Student's home in very bad condition.

I am attaching pictures of the difference between what was offered and booked and the actual condition I found there.

Please judge whether this is the same.

I paid 413 euros for a room for two people and was deeply disappointed.

Instead of resting after a tiring journey, I had to find a solution, had additional costs and had move to another place.

I think this place is taking advantage of the young people who come to the Ultra Festival and thinking that they do not care where they sleep, if they sleep at all.

I do care and if I pay fairly, I want a fair deal. I really did not expect this .

We ( my family ) have been with you- Booking site in all parts of the world, ( we are using 20 year syour web side) even the poorest ones, but we have never experienced such a scam as we did here in Croatia.

I left the room and went to the reception where I told my disappointment and returned the keys.

No one even bothered to try to resolve the matter, so I immediately made another booking through your website and left the hostel.

I am attaching this (new) booking confirmation as well, where you can see that I did not make any use of the original accommodation.

I demand a full refund from the provider, I will also give the lowest possible rating and a comment so that in future they show the actual situation and then let people decide whether they want to be in such an environment or not.

I think that everyone who has booked this would think twice before confirming a booking if they knew what it looked like.

A lot of them probably did not have the means or the opportunity to find other accommodation.

I am deeply disappointment and I cannot recover from all the stress, all the extra costs but I can ask and demand a full refund for a place where I did not end up staying.

Please give me an answer and a follow-up on what else needs to be done and how to get my money back fairly.

Attachments:

6 x Pictures of the actual students room

3 x Pictures by the provider ( as it should be )

2 x Booking Alternates appartment and confirmation of new accommodation

Bellow: Confimations and peyment

I would ask you for further instructions and feedback.

I booked a stay at compass cove with booking.com and was charged and a month and a half later I am being charged even more through the hotel? The room was a fright with coffee in the pot no clean towels only dirty ones, no shower curtain. The worst part was the made beds... We woke with sand in the sheets, we had not been to the beach yet, eeyuck. We had slept in someone else's dirty sheets. I called booking.com they said call the hotel, however it did not help. They finally sent someone to clean the room at 2pm the next day but acted as though they were doing us a favor, then to add insult to injury, the hotel billed us for more than the original booking.com 1 and1/2 months later for the disgusting room. We expected a refund. I cannot get booking.com to answer the phone because they want the booking number, but when I add it they do not recognize it. I have been charged more than double for the room, the hotel over booked that night and gave us a filthy room and now are charging us more than double the price can someone help us please?

On 3/13/2023 I made a reservation with booking .com conf. #[protected] for a stay at Hotel Viking, Iceland from Tues. 6/20 to Wed. June 21, 2023. I get a confirming from Hotel Viking of having paid 494.55 euros on March 13. I have never had to prepay a hotel stay so I checked with booking.com and they said that is correct and they have charged my Visa $529.32 plus $15.87 for foreign exchange. That shocked me. I asked about a refund and was told it would be around $250.00. So I let it stay as is.

A week before the trip I called Hotel Viking to check my reservation and they said it had been cancelled! I called booking. com and they said that it had been cancelled and I was issued a refund. I never received a refund, nor could they tell me to whom or when the refund was issued.

I called at least 4 times and talked to nice people but since the claim has been "escalated" they could not help me.

Booked apartment in Egypt via booking.com thinking it was safe. After booking, owner contacted me directly on WhatsApp (booking.com had provided my contact). He tried to get us to change booking timing, then said there was an extra charge for a small dog (against booking info) and just before we travelled sent photos of a different appt (apparently the other accepted no dogs - again, against booking info as appt booked specifically for that reason.

It was too late to cancel, so we arrived late and were shown to first one absolutely horrible dirty appt, then another - the owner was not there, only on the phone as his non-English speaking associates. As it was very late, I said we will stay one night as no other option to find something that accommodated pets (mistake, would have been better to sleep in the car). At that point he said if just one night we can stay in a nicer one as he had guests arriving next day (which was the one the booking photos were from). That was really bad also (I have photos to prove it - and I mean really disgusting, unsanitary and with multiple safety hazards and mould around) with stained sheets, pee in and on toilet bowl, hole in the door, ripped mosquito net, no water, toilet paper, towels or bed covers. We slept seated on couch and left in the morning when workers started in the empty public pool outside (in photos with water). We left key inside and exited from sliding door, which we fully closed behind us (only option).

I had already reported what happened to Booking.com and received a message back indicating I might be eligible for a refund for additional accrued costs for the second night of the original booking (which Booking.com proceeded in cancelling). I declines and simply asked assist in establishing how much I had to pay the owner.

The whole time the owner kept contacting me - when we were on our way to the booking he indicated he knew my workplace and asked for employment, which I brushed off. Afterwards he was asking for the payment - according to booking I was supposed to pay in location by card, but that was not an option, he wanted me to give cash to his friends without any bill or receipt. Afterwards he wanted e-payment or direct deposit to his bank account, but would not tell how much I should pay. All this time I was waiting for Booking.com to help and told the owner as much. At this point, two days after we left, he said something had gone missing as we left screen door unlocked - in fact it was his wall-mounted tv and remote! and that I should pay for the one night and then the equivalent of the other we did not stay as a compensation for the lost items. He reported the same to booking.com and sent to me the response, from which it was clear that booking.com was just going along with both of us and asking to resolve directly.

I was more concerned about him having my contacts than any payment, and my local security colleague contacted the owner (he said this was not surprising and never to use booking.com in Egypt). I am making the payment but, as booking.com had cancelled the booking I cannot even leave a review to warn others about this - I have used Booking.com extensively for years and I am so disappointed - basically it was the same as having booked directly with no level of security, quality assurance or clarity.

I tried to book a hotel. It kept saying it could not process my card. I called my card company. They said if the problem was on thier end, they would see the transaction.

I tried your customer service.

AWEFUL EXPERIENCE

Since I could not complete the booking, I had NO booking number and PIN.

I finally used the booking number and PIN to another booking. The person was clearly not in the US. When I asked to speak to someone in the US, I was told they can't do that. I know from previous job experience that means I won't do it because it will make us look bad.

In the meantime, my reservation I was trying to book dropped.

And I couldn't even use the online because since the booking did not complete, it did not show up on the list.

I will start using Expedia from now on.

I made an appointment through booking.com and a week later I needed to cancel it. The cancelation policy clearly stated that cancelation was free until 12:00 a.m. on the day of arrival. This cancellation was done 2 weeks before. When I called, I was told it would be $540 to cancel. After refusing to pay this amount the person on the phone hung up on me. I then called back and spoke to a different person who said they would give a discount of $230 to cancel. So ended up paying it and we are very upset. I still have a copy of the email showing the cancelation policy.

Hi!

I am Mugilaa Gnaanaa Grace, and I had a flight booking with your esteemed platform. I am reaching out to you today as I have not received the refund for my cancelled flight, and I am eager to resolve this issue asap.

I want to express my appreciation for the excellent service I have received from Booking.com in the past. However, it has been 3months since I cancelled my flight, and I have not seen the refund credited into my account and I have a confirmation from Air India Express that my refund has been credited.

I kindly request that you look into this matter urgently and provide me with an update on the status of my refund. I have always had positive experiences with Booking.com, and I am confident that this issue will be resolved effectively.

My Booking details are:

My PNR is (H19M8P)

Flight Number: IX612

Passenger Name: Saravana Abishek

Passenger Email: saravana.[protected]@protonmail.com

Departure Date: 21 April 2023

Departure Time: 19:55 (reschedule time = 2:10hrs)

Departure Airport: Dubai International Airport (DXB)

Arrival Airport: Tiruchirapalli (TRZ)

Arrival Airport Time: 01:35

Thanking you in Anticipation

With Regards

Mugilaa Gnaanaa Grace

I placed an order on booking.com in which a confirmation email was recieved at 09/07/23 at 23:34 providing a deadline timing of free cancellation period until 23:59. I immediately contacted the hotel as I noticed I could not check in on 10/07/23 past 23:30 due to travel. I was advised that booking.com are responsible for requesting the cancellation and refund. I was advised my book in was on the system however did not state I used booking.com. I attempted to follow the link of 'manage my booking'on the confirmation email however it stated this link is incorrect. I went on the booking.com app and attempted to manage my booking before time however their was no option available to request this refund.

I contacted yourselves and was advised that my confirmation number/pin/name/contact details were not registered on your system as any booking and referred to a booking I placed last year. Basically I was advised he would speak to a 'senior' and call me back between 5-10 minutes as I confirmed I have definitley placed this order.

Unfortunately I did not get a call back so took it upon myself to ring customer service. My details were taken again and confirmed my details were registered and payment could be seen as taken etc however ge stated that I did not receive my confirmation email until 10/07/23 therefore missed the deadline of requesting the refund. I requested an email address to forward this email to show the timescale I had, once I sent this over I was placed on hold then the phone call was terminated.

I then called customer service back again and explained the situation. I was advised that the hotel is facilitated by a partner company and not by Booking.com directly. I requested a refund but was advised this is not booking.com responsibility despite the payment being taken by them. I requested an email to be sent in writing confirming this information as I was told I would have to request this from the hotel. The lady on the phone initially declined to do this, i requested to speak to a supervisor. The lasy then send this email and stated her supervisor was sat next to her. The email did not state what she said on the phone it said about calling customer service for support and how to do this online WHI H WASNT AN OPTION thos stated 'this means we are unable to pass your concerns onto the accommodation'. I further advised I was not requesting concerns to be shared with the hotel I was simply requesting a refund as the website did not allow me to complete this in the timescale and no support given from customer service. I was advised that this could not be supported, I requested to speak to supervisor but was then told there was no supervisors as they had all gone home but was told just a couple minutes prior they were sat there. I requested to make a formal written complaint regarding the previous members of staff not assisting with my query. I want to make it clear I was NEVER rude in anyway, did not raise my voice and conducted myself calmly. I was then advised that a complaint can not be raised over the phone. I advised that I have access to the Internet and can see customer service is where you call with queries and COMPLAINTS! I was advised that I could not be supported with making a complaint, no assistance to be given with support with a refund or nobody was on shift in charge. I requested for this to be sent over in writing the fact that this could not be supported at this time and the reasons why. I asked if someone in charge would be able to pick this query the following day, advised this would be the case however clearly I'm not going to hold my breath from tonight's experience. In total I was attempting to resolve this issue for around 2 abs a half hours with no success. I requested the lady's name, job title and a reference number of my call (I requested a log number to ensure my customer complaint query was logged and NOT a reference number for my booking). She advised her name was Jane (unable to provide a surname) job title CSG (customer service group) she stated the reference number was 7091. I genuinelly believe this was made up as she kept pretending she didn't understand me throughout the phone call.

I am at that point where if this issue isn't resolved (refund and complaints procedure followed) I will have to take this higher and higher until this does)

I am absolutely discussed and appalled by the way I have been treated and a refund is the least they can do. I wish I paid for this hotel directly as its not their fault.