Booking.com
Reviews and Complaints

My money paid for my accommodation has been refunded from the manager of the accommodation to Expedia then to booking.com.

It should then have been refunded to me.

I have not received it yet. It’s been weeks. The accomodation was disgusting and we were unable to stay. We had to pay elsewhere. Everyone has agreed to the refund and booking.com has my money but has not transferred it to me yet. There have been countless emails and phone calls. The matter has been escalated but still no refund

I am complaining today in relation to an ongoing issue with a recent stay booked through booking.com. I have used booking.com for a long time now and a Genius member level 2 (almost level 3). I booked a hotel to stay in, in Newcastle for 2 nights. I opted for the "pay at property" feature as I also do. On arrival to the hotel I paid by card at the property. We then arrived into our room which was awful to say the least. I wont go into to much detail on the room as this isnt what my complaint is about but for context we had 2 nights booked, paid for 2 nights, but only stayed one. After our terrible night in this hotel we quickly booked another hotel through booking.com for the second night. In the meantime I had contacted the hotel to see if they would refund us for the night we weren't going to be staying and they informed us to contacting booking.com. I straight away called booking.com and asked them if we could be refunded for the night we weren't staying. They contacted the hotel, to which their response was - of course - no. Booking.com as a gesture of goodwill to us paid us £15.00. We took the hit and were just glad to not be staying there again. Following this I noticed that the hotel had marked out stay as "cancelled" on the booking.com reservation. At the time I didn't think much of that. A few days passed and I noticed that I had been charged a second time for my booking at the Clifton hotel but this time directly through booking.com. I called up the customer service line, and this is where things start to go down hill. I explained to the advisor that I had paid for the room already when we arrived at the hotel, and I am not sure why the hotel have put us as cancelled when actually it wasn't cancelled. We had paid, and we just chose not to stay. The customer service advisor just did not understand any of what I was saying. The advisor told me that because the booking was cancelled and I didn't show up to the booking this is why I was charged. But I did stay, and I had paid. He then carried on to tell me that they are quite within their rights to charge me for the two night even if I didn't want to say. But again, I had paid for both nights on my arrival. I then ended up having to send proof of 2 payments to booking.com. Once this was received another customer service advisor informed me that my evidence was acceptable and that they would be processing the refund. He told me that it would take 7 - 14 days to arrive back in my account. 14 days passed and I still did not receive anything back. I called the customer service team, again, and was told on the phone that the hotel had made a claim that I in fact had 2 reservations with the hotel, which is why I was charged twice. This of course is a lie, and is the hotel simply trying to keep the money. The advisor explained she needed to contact the hotel and ask them for proof of the reservations and she would come back to me. After another week had passed, and I had still no information from booking.com I thought I should check the status of my refund. I called the customer service team again, and asked the lady to read through the notes to save me having to go over the same ground. She read through the notes, only to tell me that the refund had not been accepted and I needed to send proof of the transactions. I have already sent 3 images. One of my bank account with the purchase at the hotel, another from booking.com and a snip of my bank statement. I explained to the customer service advisor that this has already been accepted and that I just need this to be processed. After the advisor reading the notes again, she came back to me and explained she needed to contact the hotel and find out if they can provide evidence of 2 reservations. This had already been done, over a week ago, by her colleague and they have not responded to them. She proceeded to call the numbers on the website, to which both went to answer machine. I was then informed I had to wait another 24 hours for them to respond. I have been informed on so many occasions that I will be receiving a refund and this whole process feels like it souly relies on the responses of the cowboy hotel they have on their systems. Its quite clear what is happening here. Its also quite clear I did not have 2 reservations. I have been waiting for over a month to receive this £75.60 over payment and to be quite frank its completely unacceptable.

I booked a trip through booking.com back in august 2023 in Broadbeach Queensland.

The accommodation was paid in full. When we got to the accommodation the apartment was dirty and uninhabitable and should have had 2 beds which it did not. We stayed one night as there was nowhere else to go.

There were no more rooms available, so we had to go elsewhere.

The manager at the accommodation has refunded my money to Expedia who has refunded the money to booking.com.

I have been waiting for weeks for my refund.

The case has been escalated at booking.com but I'm still waiting. All documentation has been provided showing all monies have been refunded by the other parties.

We were unaware of this guest house was a no breakfasts for £374 for a room also no landlord or any one were to greet us we had telephone them to get codes to open our room to get keys guest house had scaffolding was up around the main property door was broken plus 2x adults were smoking weed outside the property which we where not aware of this I thought it was illegal to smoke weed on property plus we checked the room out found curtain with burn mark on it plus we also found an empty bottle of meths plus 2 x times hair brushes left on floor plus the main door was not in a secured environment we had to go to my family house to sleep has it was not acceptable for the health of my disabled child plus wife had asthma there was no hot water when we tried to get a shower before we left has it was unacceptable when we turned up to see if anything else has changed but it got worst with the door being kicked in so it was a security risk plus health and safety plus there fire certificate was out of date from 2022 they was a night we stayed for when fire alarm went off and no fire engines turns up landlord was called ref fire alarm and there answer was (cant here it) took 45 mins before they turned up with out an apology he just walked in turn the alarm off then drove away so we then decided to leave has it was not safe for my family to be in that environment I have got evidence -

I booked my flight via booking.com on August 28th, 2023 (Confirmation number: 40-[protected]). The flight was canceled by the respective airline (Kuwait Airways) on Oct 5th, 2023. On approach, they made it clear that booking.com would be the only people whom I should contact for any query.

Now booking.com is not providing me with another ticket with an alternate airline. And the said airline has no other flights around my travel dates.

After talking for an hour their representative, Sai Salunke, said multiple times that booking.com does not provide alternate arrangements with other airlines. Their only resolution for a ticket booked well in advance, canceled by the airline so late that the ticket prices are now doubled, is a refund. It means that they are engaging in predatory policies by making the customer pay for the heavy difference in ticket prices, without providing any support for any kind of alternate booking.

Moreover, there is no supervisor available to resolve the issue. The sad part of such companies is that they have transferred customer service to Asian nations, where the state of customer service is very irresponsible. This makes it even harder to receive a satisfying resolution.

It leaves me wondering:

What kind of travel agent would not help their customer by making alternative arrangements?

What kind of travel agent would keep working with an airline, which cancels tickets on their own, and does not provide complete knowledge of this to their customers? These things should be mentioned on their website in bold by clearly stating how many times (a percentage) a particular airline has canceled their flight and what happens in such a scenario (i.e. no support is provided by booking.com and that the customer is on their own).

Hope others learn a lesson from it and never choose booking.com for their travel needs.

I booked a car in Rome, Italy with Europcar through Booking.com. I also rented a baby seat for my 6-month-old baby because they offered the option. When I arrived at the rental point, Europcar stated that there were no baby seats left and told me that I could cancel my reservation if I wanted. I canceled the reservation because baby seats are mandatory by law and unfortunately I had to rent from another company with a higher price. Later, I realized that my money was not refunded and I explained the situation in correspondence with Booking.com and Europcar. Europcar states that the money has not been transferred to them. Booking.com persistently refuses to refund my money. They use the contract we signed between us as an excuse. They say that 3 days rent is charged for cancelations in the last 48 hours. If such an option is offered and I have budgeted for it, this must be provided. It is a reservation that I canceled because my situation binds the law and it is mandatory for me to cancel. Even though I said all this, they still insist on not paying. As a result, Europcar directed me to cancel and I canceled my reservation. Booking's representative there is Europcar. The contract between us has become invalid due to their misguidance. Booking.com should urgently reverse this wrong policy and refund my money.

I booked with Bayside hotel and Self catering based on their advertising of what the place looked like on your app booking.com for my son and 3 other young gentlemen that had to find accommodation for a gala they were attending.

On their arrival the place that they arrived at was NOTHING to what they expected to arrive at based on the website. They were shown to a room and in passing the person that showed them the room said that there would be a party held so a lot of noise. REALLY. My son then said no way not satsified. They were shown to another room and the door was loose. It was not a self catering apartment as booked only a microwave.

Sorry I want a refund of funds paid to them as this is false advertising. Looks nothing reputable from the photos sent to me by my son. They reviews are definitely nothing to go by. How 8.1 is a rating. Have no idea.

I received a message through the Booking.com app (not via email or text) that I needed to add a payment card to my booking. I did so in good faith and have now been charged £87.25 twice. When I raised this with Booking.com, they informed me that it was a scam. They took no responsibility that this was through their app. Each time I try to raise a complaint, I just keep going round in circles either having to provide all the booking details (including getting an email asking for this information for an email I have sent providing these details), or by getting the same scam response.

I am not a vulnerable person with regards to technology. I report spam emails and texts. I only responded to this link as it was through their app. This is really serious, as other people could be at risk, but Booking.com are proving difficult to deal with and don't want to accept any responsibility.

I learned that a guest provided a fake name and, most likely, fake credit card information. I reported this guest and booking.com was unhelpful. They said the only thing they can do is reach out to the guest to update her credit card information. I told Booking that she will not respond because she provided fake information. Booking advised me to change her reservation status to "no-show" which will allow me to see the credit card. I followed Booking's instructions, but was still not able to see the information. Booking then told me, because I am a new host, I would not be able to see the information until my account is at least 30 days old. I checked my account again the next day and saw a message saying the credit card is no longer available to view. I contacted Booking again and, this time, they said the guest probably removed her credit card information. I asked Booking to escalate the case because, not only is the information fraudulent, the guest caused damages to my property. I reported the damages and Booking said because the cost is "small" they are not able to assist. My conversations with Booking have been more than frustrating because each time I call to discuss my issue I get a different support person and I would have to explain my situation again (each call lasting over an hour). The support person would just follow a script that I have already heard from the last person and nothing is resolved in the end. After two weeks of trying to resolve this fraudulent case, Booking did nothing to assist me in the end. My total loss is over $3,000.00. I will no longer give Booking my business.

I made a booking( for 3 adults and 2 kids) at Sentosa for my family to travel to Hoedspruit for the 29th September checking out on the 30th September 2023. Upon my road trip to the place we hit a pothole(4h30pm) which damaged 2 tyres . We were unable to continue with the trip as we had to be towed back to Gauteng. I timeously(8:11 pm) informed booking.com and the host via email and whatsup of my predicament.

Whilst the booking confirmation provided a cancellation time of 23;59 for the 29th September .The host decided to breach the same cancellation policy and refused to refund me the stipulated 50% of my money. I reached out to Booking.com about this and they have since gone silent even not answering phone calls made to their call centre neither responding to messages posted within their APP. This has been frustrating and has led me to even request a chargeback from my bank to Sentosa.

our promo code

7DMTB84UBZ

Use the button below to activate your code. You can also enter it when paying for your booking. Then it says link has expired,when I tried today 8h20 on 30.09.2023. Why?

Terms and conditions

The minimum spend to receive this reward is BWP 680 on one booking

The maximum reward value is BWP 1,400

This code can only be used once

This code must be applied before booking and cannot be applied to an already-existing booking

Reward will be paid in Travel Credits to your Booking.com Wallet

Travel Credits will arrive in your Wallet approximately 2 weeks after you check out from the property

Travel Credits will be valid for one year from the date you receive them in your Wallet

This promotion expires on 30 September 2023

For more information, see the full Terms and

Good day,

I am on vacation in Korea (Jeju Int. Airport SK car rental), and I wanted to rent a car while we are here.

Date 29/09/2023 - 02/10/2023

As per the rental car terms, one should have a driver's license for more than one year, although I changed my South African license (valid from 2015) to a local Korean license. I provided both licenses on the day of pick-up and was denied the rental car. I immediately emailed bookings.com and got into contact as I already paid for the rental car.

They advised to my understanding that I would be getting a partial refund of about two-thirds of the total amount paid. They were adamant that this offer would only be valid for 24 hours. I said 'OK', I am tired after traveling, I will get in contact with you tomorrow morning. I got in contact with the team this morning.

The service agents were repeating the same message to me, like reading from a script.

They advised that I would have to make another booking on the website and supply them with the confirmation number. I did what they asked.

The terms are not clear about changing driver's licenses from one country to another. I would like to see that added to the terms to avoid somebody else being in the same situation as me.

I had to prove to the Korean government that my South African license was legal before I could be considered to get a local Korean license.

Misinformation and frustration can ruin your vacation when terms are not clear.

we did not stay in the hotel booked on confirmation [protected] Pin 5166,

the hotel was very dirty and smelt bad (boild cabbage smell in the whole hotel) the carpets were torn and dirty and the furniture was old and broken. we where shown a room by the staff it was not good just a bed and a sofa (dirty) we ask for another roomand told not possible, the staff had no interest at all. Not sure if you look at hotels on your selection but this one would fail. I feel on this occasion a refund should be made to me. we have allways been happy with your listings but this is making me doubt using you in the furture. I look forward to recieving your coments.

Regards

Jeffrey Hutt

[protected]

email [protected]@gmail,com

When we arrived at the boho style property in bonita springs florida on tues 26th sep at 10pm and as soon as we got in we see the door had been smashed in and locks changed 3 times in the past which we have photo proof and immediately did not feel safe and had to barricade the door with a sofa just to try and get some sleep as we had been travelling for 15 hours and it was late at night so we we left in the morning and booked another house as this place was not secure and the photos on the web site must be 20 yrs old as it was in a poor state so we will require our money back or I will be taken legal action. We can not access email in usa so can respond after the 10th oct with photos or call us +[protected] thank you.

Good DAY

I made a booking for the below, last week Thursday 2023/09/21 at Amanzimtoti Beachfront Holiday Apartment, Flat No 23, and the booking was confirmed but unfortunately there were no vacant rooms in that hotel. The owner was shocked because he was fully booked, and he asked that I cancel.

Booking.com does not verify if there are vacant rooms in a hotel but however it confirms booking. I request that I get my money in full because money was deducted from my account, but the error is on BOOKING.COM.

I still await payment or reimbursement till date.

I recently stayed in an Airbnb apartment in Golden Square, London, 17-22 Sept., booked and paid through Booking.com and had the most horrific experience.

I awoke early in the morning to see bed bugs on the sheet and on the duvet right near my face and my head. I rushed out of the bed and managed to take photos before crushing them. I immediately wrote to the property London Collection Ltd explaining my experience and how serious this issue is. They wrote back saying that they would clean the room and change the bed linen, which they did. I asked them to also spray the room with bug spray which they did not do, as I did not smell anything of the kind and anyway the bugs reappeared the next morning.

After seeing another bug bigger than the others I wrote saying that I could not stay any longer in such conditions and that I was moving out. The bed is obviously infested with bed bugs and there was a strange smell to the bed itself. I also wrote and sent the photos to Booking.com.

I am terrified of any kind of bugs and I was anxious about finding another place to stay at such short notice, I had incurred extra expense because of the bad conditions I stayed in. The management has failed to meet the cleaning standards and they also ignored three of my messages. I am not asking for compensation or any other extra costs that I made because of them, I am just asking for the amount I paid for the 5 days, the 796 GBP to be reimbursed.

I hope you may be able to help me.

Mrs Sevda Onen

On the 7 of September, I booked a house to stay in from the 8-11. However, I never received a conformation and pin. I tried my best to contact them, which it's not easy to. When I did get in contact with their customer service department they kept asking for a conformation and pin which I never received. I used Affirm to do my payment plan through, but I am unable to stop the payment for something that I never used. Afrrim keep telling me that Booking.com has to stop it I given the ID for the payment but Booking.com will not cancel the payment. It does even showup in their Booking portal.

Hello. On September 20th I have made a reservation request for the Studio atypique canal in Paris. The exact address put on booking.com is 9 Rue Pierre Dupont, 10th arr., Paris, 75010, France. In order to make the reservation and pay for it, I contacted the property owner via Telegram as @lisapartments98, as the booking description said to do so. Lisa accepted my request and sent me a reservation payment link via Booking.com. The total sum was 275 euros which was charged from me to bunq BV from my Revolut credit card. I paid, the money was completely charged from my card. However I did not receive any confirmation letter or a PIN code neither from Lisa or Booking.com. I tried getting help from booking customer service but they wouldn’t help me unless I gave them a confirmation number which I never got in the first place. So it was all a circle. Later I contacted Lisa, at first she said that it may be a network issue, later she stopped responding and today she has completely deleted all her messages in our chat. So, my money is charged and gone, went to waste. I didn’t receive the services that I paid for. I demand a refund and would like to report this private property owner under the name of Lisa and her Paris property Studio atypique canal as a scam. I can also give you the payment transaction document as well as the screenshots of our conversation with @lisapartments98 via Telegram if required. Once again, I demand a refund.

I have attached screenshots of our now deleted conversation with the merchant Lisa as well as the transaction document.

Thank you.

In 16 July 2023 I cancelled the flight. I have been awaiting for a refund as I need to book for another flight. My communication with your consultant ms has not been helpful. I have been told that the airline( emirates) are the course of the delay in my payment. One consultant from you side gave me the Airline reference no. - KRUPAF for me to do my own follow ups. The airline confirmed that a payment was made 15 days after the refund was requested.

I have been going back and forth with this with limited support. My last contact with the airline, they informed me that it is booking. Com’s responsibility to follow up about my refund if there are issues, telling me that you should be contacting their sales support team if the ref does not appear in 15 days which has long past.

Can I be assisted with getting my refund as soon as possible as I been to make another booking.

I am writing to request a reimbursement for the phone charges incurred during a recent conversation with your customer service team.

I was prompted to call your customer service number, which I found within the app, regarding an issue with a refund. Unfortunately, at no point during the process was it indicated that the number was subject to charges, and it was not made clear that the call was not toll-free. This lack of transparency led to an unexpected financial burden for me.

Moreover, the conversation with your customer service team took considerably longer than necessary, a fact that your representatives acknowledged during our conversation. This protracted discussion further exacerbated the financial impact of the call.

The primary reason for my call was to address an error in a refund I was due to receive. I was supposed to be refunded 420 euros, but when the refund was processed, I only received 386.40 euros. The rest of the money were supposed to go to my Wallet in the app (as I understood from the call, it was not my request), but due to an internal error, the wallet was empty. Consequently, I had to initiate the call in the first place to rectify this issue. It is disheartening that I had to expend additional funds, amounting to over 100 euros in phone charges, to recover the 33 euros that were rightfully owed to me.

I believe it is only fair and just that I receive a refund for the charges incurred during this conversation, as these charges were a direct result of issues stemming from your end. I kindly request that you refund the amount equivalent to the charges for this call.

Please find the details of the call below:

Called nr: +[protected]

Date of the call: 11th September 2023

Call duration: 46 mins 23 sec

I understand that mistakes can happen, and I trust that Booking.com values its customers and strives to maintain a high standard of service. I look forward to your prompt response and resolution of this matter. Please do not hesitate to contact me at +[protected] or andreea.[protected]@gmail.com .