Booking.com
Reviews and Complaints

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.

Arrival 7th July -Depart 9th 30 degree heat restricted window opening, blind cord filthy window filthy air con supplied but not working -Told "not included in the price" First Night I was promised a fan by management at check in - it didnt arrive.I emailed as couldn't get hold of manager, shower in the morning which didnt drain shower teay flooded did not smell nice towels did not smell nice plug in sink jammed and needed replaceing, shower surround broken and dirty, Water glasses dirty, mattress stained ,staircase paintwork filthy as was carpwt and hall. Management rude and non responsive fan turned up on second night new towels smelt unluandered .

A charge to my checking account was made on 16 Jun 2023 in the amount of $163.00 by Booking.com. I did in fact travel to Marksville on the 18 Jun 2023 for a funeral (my wife brother died. I made reservations through the Motel directly. I don’t know how your business got involved but would like to receive credit on my checking account of $163.00. The charge was made on my debit card ending in 5246. Please advise.

Vernon W. Randolph

231 Sycamore Rd

Carriere, Ms 39426

Tele Phone #[protected]

Vernon Randolph

I'm trying to report a problem with the web browser interface. You make it very hard to find a suitable method - I've spent 30 minutes already! It's a general issue unrelated to properties.

From my logged in account (as a user) > Bookings & Trips > select recent booking > dot-dot-dot > Message the property > all properties from a month ago are listed, but not the 20 property I've recently booked. None of these old messages are relevant, only the messages for upcoming trips.

Reservation [protected] - The Ship Inn on 7 July, Hauling Lane, Acaster Malbis, York, YO23 we were told by the staff when we went in they only took booking by Booking.com, which we did. Then when we went back to the staff with proof of reservation and we were told that Booking.com should not have taken that reservation and there was no accommodation left. You have taken £120 from me. We then had to travel back to Newcastle from York, totally ruined stay in York. How do I get my refund?

We had overcharges on our reservation booking # [protected], May 17, 2023, Costa Hollywood thru GLOBAL Rent Apart, reservation date February 9, 2023. Upon check-in we were required to pay fees of approximately $430 for misinformation on Global's part.

When we booked last February 2023, it stated that there would be a $30+tax resort fee per day. No other fees were listed. It should have been approximately $136. We rented 2 apartments under 1 reservation #. It didn’t state the fee was per apartment, not reservation. The resort fee was stated at time of booking at $30 and then at check-in it had increased to $35+tax, so that fee doubled/increased upon check-in, Next was the registration fee of $50+tax per apartment, which was not stated at time of booking. I have all our original booking contract paperwork.

Contracted resort fee $136.00

Resort Fees charged upon check-in $429.40

Over charged fees $293.40

Global Rent Apart is NOT cooperating for our reimbursement. We have the original contract documentation, indicating the terms of our rental. I have communicated with manager, Dory Ron, at Costa Hollywood, and he suggested contacting Global. Dory said they should have updated their website/information as of the first of the year. Global now has update the information. I have contacted Global several times, with NO success. Global stated we should take it up with Booking.com. Global stated they would reimburse $60, but we have not seen that either. Now, Global is not returning my texts or emails.

We have waited long enough for Global to resolve this problem, which they have NOT. I will be posting a review for them.

What can you do to help with our reimbursement?

Please help us.

Thank You Dave and Jackie Collins

We booked a room via booking.com at the Philippine hotel in Athens from 4 July to 6 July (2 nights). The room we booked was a family room with a city view and a view of the acropolis. Upon arrival we were advised that the hotel could not honour that booking and that the room was not available and booking.com had overbooked. We were given a much smaller room with no view for the same price.

Further to this they advised that booking.com used a third party to make the booking. We were also told this is not the first time it has happened and to contact booking.com.

We contacted booking.com who advised us that it was not their fault and to contact the hotel as it was with a third party. We are in the middle of these two people pointing fingers at each other and no one is taking responsibility. We want compensation for the nights to the value of the accomodation we purchased.

BOOKING.COM

GO TO GATE

BOOKING HOLDINGS, INC.

I'm beyond frustrated, stressed and pissed.

Customer reference: 40-[protected]

I booked a flight to Japan (Singapore Airlines) with Booking.com on May 7, 2023 and cancelled within the 24 hr cancellation policy period via phone with booking.com

$921.97

Waited 3 weeks for refund and was told to be patient, booking.com trying to get payment back from Singapore Airlines...booking.com had a difficult time trying to cancel with airlines and went past the 24 hr cancellation period.

filed dispute with my bank and the merchant Booking.com ( G0TO GATE} DISPUTED AND CHALLANGED MY CLAIM FOR $921.97

MY BANK NEEDED CANCELATION CONFIRMATION BUT bOOKING.COM CANNOT PROVIDE, THEY DO SHOW IN THIER SYSTEM THAT I (customer) cancelled within 24 hrs. policy but Booking didn't contact Singapore until after.

No resolutions from booking.com, no contact for me to call...they same the same thing when I file complaint. see attached

then advised I had to wait until Sept 3 for outcome...what?

Booking.com says because I filed a dispute with my bank the file is on the legal support dept and nothing I can do but wait to Sept 3rd for resolution

I've exhausted all resources for resolution

My trip to Japan in October is on hold because I'm unable to book another flight because NO REFUND.

I'm beyond frustrated, stressed and pissed.

Customer reference: 40-[protected]

Donna Rizzo

[protected]

USA

California

Hello

I have had no news about the overpayment from my credit card. reference number [protected]

PIN code: 3082

It's been well over a week. 

I am still waiting for my refund of 353.99 euros. The delay is unacceptable.

I have another problem with another booking I made . booking number.[protected]  with pin code 4425

I have a non-refundable booking with the plaza motel in Penticton . British Columbia in Canada.

Total amount $2049.72 Canadian dollars.

My Bank statement today shows a payment has been deducted for 91.6 euros or $133.00cd.  WHY?

I use Booking all the time and have never experienced these types of problems.

I would like a satisfactory response to both situations

Regards

I would like to report that I have been wronged on a room reservation on booking.com.

The name of the room is : KL TOWER & KLCC VIEW HOTEL SUITE

Of course, I thought it was part of a hotel with such a name. But actually the building includes room managed by a hotel + room privately own.

I arrived to check in on the 27th of June 2023 and realised that not only my room was not part of the hotel as falsely suggested, but it was a private apartment rented like an airBnB which I wasn't aware of. But the worse part is that the owner wasn't there to let me check in, despite saying on a text message that I would get access to the keys on arrival after paying 100 MYR deposit. I had the money on me and expected to pay like at every hotel during the check in process, but the owner wasn't there at all and didn't provide any help on the phone. I lost my reservation and I had to book a room with the "real" hotel in the building.

When talking with the staff of the hotel, they told me that it wasn't right and that the owner of the apartment uses a photo of the hotel reception which falsely advertise his apartment as part of the hotel. If I had known it was a private apartment, I would not have booked it.

I booked a flight with Qatar Airways through booking.com for 30th March, 2023. The details are as follows: -

Customer Ref. No. : 40-[protected]

PIN Code : 3034

Name : Kashish Thakur

E-ticket No. : 157-[protected]

Flight Details. : Delhi - Auckland International Apt

DEL - DOH (TYON6B), DOH - AKL (TYON6B) 30 March . 10:35 - 1 April . 01:25

1 Stop (Doha, Qatar)

NZD1,789.23

Apart from above details, there was no mention of a Technical Stop at Adelaide, Australia - which requires a transit visa beforehand.

I being a first-time international traveller wasn't aware of the fact even.

I wasn't allowed to board my flight nor given any other flight at the time which did not require a transit visa.

This is a misleading policy of airlines/booking agencies of not disclosing full details in the first page of the ticket confirmation mail. I had to make several clicks on 3 different pages to see a small un-noticeable mention that there was a technical stop. Also still no mention that there is a transit visa requirement for it.

I have lost my money. I am from a middle income family and had to travel for work-visa to new zealand.

The company is not responding to my mails and calls. It's been 3 months now.

Please help me get my refund. It's a very big amount for me and my family.

Thanking you,

Kashish Thakur,

Email- kashishkt.[protected]@gmail.com

Mob.- +[protected]

I am from Hong Kong. My room confirmation number 2163.437.913

I have made a confirmed room booking via Booking.com for staying in De Achterkamer, a Tiny Attic on the Herengracht, Amsterdam for 2 nights from 16th/06 (check-in) to 18th/06 (check-out) for a total cost of EURO328.61. The payment was successfully made by Booking.com on 09th/06. I was on a field trip to the Netherlands and Belgium with a group of 27 students of Hong Kong. They were staying separately in a hostel. When they assisted me to check into the booked room at De Achterkamer, a Tiny Attic (which is a three storey old house and my room was located at the third top attic floor) in the evening on 16th/06, we were astonished to find that that my booked room was under renovation and the floor was filled with renovation materials and equipment. There was no bed at all. Attached are 3 photos showing the poor state of the room. The structure and door of the attic are the same as the 'nice' photos which the service provider has provided at the Booking.com website. I immediately sent a message (together with photos taken) to the house owner asking for an explanation about the unliveable condition of the top floor and stating that I will lodge a complaint to Booking.com. But the owner did not reply to me to offer any explanation and also did not respond to Booking.com about my complaint. Instead the owner sent me a message on 18/06 wishing me having a pleasant stay. What the owner has done to me was a complete scam. I was fortunate that the students were able to spare a bunk bed in their hostel for me to stay so that I did not have to look for alternative hotel accommodation at an expensive cost. But my bad experience has certainly affected not only me but also them with regard to the reputation of Booking.com

I strongly request that Booking.com and the owner should give me a full refund of EURO328.61 and also an apology. I strongly believe that Booking.com should ban this kind of dishonest service provider from using its online platform to accept bookings when their rooms are not ready for people to live in. I have been a loyal Booking.com customer since 2015 and sincerely hope that my complaint can be resolved to my satisfaction. Until this happens, I should refute myself and my family from using Booking.com for make any type of reservation. I should also let my friends know about my miserable experience and advise them to be very careful in using Booking.com’s service providers.

Bad Experience from Booking.com

My flight from Philippines to Singapore last January 2023 was cancelled due to technical issues with the International Airport. I initiated a refund from the Airline (Scoot) which they refund the money immediately. Now I have requested a refund from booking.com since I purchase the ticket from their website. Very frustrating that after 3 months, they still have not refunded the money to me. I have been following up for 2 months but still I am getting the same update since day one. Very bad experience with booking.com. I am not going to book my flights with them anymore and will share this with all my friends and families.

Order No: LXF57X

Date of experience: January 01, 2023

My carer Lisa Cooper has been treated poorly by two of the customer service employees and is being charged £110 due to deadlines closing four hours early on booking.com's side. Lisa Cooper has been hung up on by two of the employees and one even stopped talking to her after Lisa got short with her for the fact Lisa had to repeat herself several times.

I have booked flight tickets in business class. After few weeks I got an email that flight schedule has changed and had to check the status of my ticket. Found out that I had to cancel the flight, after having call with GOTOGATE in Partnership with booking.com customer care (+[protected]) the tickets were cancelled on 7th of May. Its almost 2 months now I haven't got the refund. I have called booking.com customer care several times but every time they have the same answer that they haven't got any response from airlines they will escalate.

Ticket 1:

Customer reference number : 40-[protected]

Amount paid : AUD5,927.92

Cancelled due to flight schedule change on 7th May

Ticket2:

Customer Reference number: 40-[protected]

Amount Paid : AUD3,687.44

Cancelled due to flight schedule change on 7th May

Have only got partial refund (3,301.64) As per Air lines policy there should be full refund and I was told over phone also before I said ok to cancel the booking while I was talking to customer care for cancellation.

Although I viewed this spot but I did not finalize once I realized this hotel was no where near the area I asked for Even so the hotel billed me for a night stay June 25th for the amount of $221.91 I did not cancel as I did not formalize or confirm the booking and did not expect the hotel to bill me when I hadn't confirmed or agreed to the booking.

Re Booking ref:[protected]

I booked a rental car on booking.com on 17th April with payment being taken from my Capital One Mastercard for £393.01 on 18th April 2023. I received no booking confirmation from yourselves so overtime I believed this to be a scam booking. I had no booking reference at the time to chase the matter up. Because of this I cancelled my credit card and booked another vehicle with a different card with a different company but still with booking.com There was no problem with this booking, confirmation was immediate.

On the 16th of June I received a confirmation for the original booking but did not see this until the 18th June as I was travelling to Greece at that time. I cancelled the original booking as soon as I saw it but was charged a cancellation fee of £147.25

If you cannot show me a copy of an email sent to confirm this booking when I originally paid for it then please organise the repayment of the cancellation fee.

Best regards

David Wilson

Email: [protected]@hotmail.co.uk

I reserved and paid for hotel a month in advance of trip. Got confirmation from Booking.com that everything was good. Arriving at hotel to check and find out booking never sent the reservation over. They had vacancies available but booking.com tried to "relocate" us to a [censored]ty motel 6. I also accrued $70 in international calls because the only number they make available is a UK one. I have to hold my phone out while the desk clerk at hotel teaches booking.com rep to spell "Arlington." 2 hours to get into get in room cause I have to go ahead and pay for another room all over, all the while my kids are waiting in car, one pees in the seat, and we don't get to go swimming like planned, kids upset most of trip cause we didn't get to. The website is set up to be as hard as possible to get any kind of customer service.