Menu
Booking.com Customer Service Phone, Email, Contacts

Booking.com
reviews & complaints

www.booking.com
www.booking.com

Learn how the rating is calculated

4.2 8196 Reviews

Booking.com Complaints Summary

124 Resolved
1532 Unresolved
Our verdict: If considering services from Booking.com with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
Verified
The authenticity of the customer service contact information for Booking.com has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Get notifications about new complaints and reviews of Booking.com. We promise not to send you any unrelated messages.
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Booking.com reviews & complaints 1689

Filter reviews by rating
5
6519 reviews
4
1 review
3
1 review
2
6 reviews
1
13 reviews
Sort by:

Newest Booking.com reviews & complaints

ComplaintsBoard
S
10:14 am EDT

Booking.com customer service

I made a booking with Booking.com on 11/02/2019 where I was advised a cost of my booking for a BCN apartment in GBP. (£1150)
I was advised I qualified for their Price Match, which the agent could see on Expedia for cheaper & confirmed they would deal with Price Match separate to my booking. (£1015)

It later transpired that,
1) I should not have been quoted in GBP as my booking was for EUR
2) They couldn't Price Match my booking with Expedia because my screenshots from my mobile App didn's show all the T&Cs of Expedia's price (shock, it was on a mobile app) & I wasn't advised to get the T&Cs because the agent had already verified I qualified
3) The price of my Booking in GBP was inaccurate and much more.

I complained to Booking.com several times where no agent would deal with my complaint, nor allow me to speak to a manager.
I emailed my complaint and it was brushed under the carpet, saying they couldn't listen to the call recordings of any of my calls.

I raised the complaint with European Commissions (which they suggest on their own website). Again, Booking.com responded saying they couldn't listen to the calls but would offer me 50EUR refund. I refused to accept the refund.

I then raised the complaint with Resolver, which escalated to Gillian Tans - but to this date (more than 28 days) I have not received a response.

All I'm requesting is my booking to be the price I was advised on my first initial phone call from my booking which qualified for the Price Match.

Booking Reference [protected]

Read full review of Booking.com
Hide full review
ComplaintsBoard
C
11:42 pm EDT

Booking.com booking.com hotel reservation

terrible customer service and faulty hotel, but I'm the one who have to pay - I booked hotel in xishuagbanna couple of months ago, intended to locked down lower price before the festival take place this weekend. i received the confirmation from booking.com right immediately. I contacted booking.com customer service Apr 5, was told that they contacted the hotel bla bla bla and provided us the info. Then I contacted the hotel directly but was told they couldn't find my booking. I escalated to the customer service multiples time within that few days and only today Apr 8, A guy calling my phone saying that the hotel has done some mistake during reservation and they can't give me the same rate. In fact, they ask me to pay the additional fee within 48hrs? else I don't know what will happen, should I pay the cancellation fee or no show or whatever. this is very terrible experience. Don't know what's the customer right. The guy told me you are from Dutch. wonder this is the approach in Dutch?

Read full review of Booking.com
View 0 more photos
Hide full review
ComplaintsBoard
Y
5:24 pm EDT

Booking.com the booking

I was booked in the marigold hotel226 queen street east brampton. The hotel was filthy with prostitute fighting at night
I was unable to sleep so third day morning decided to leave and then booked at the diana-s place 41 lorraine cres, brampton, l6s 2r6, canada you confirmed the booking and took payment - when I got to the accommodation they denied it being confirmed. So I had to start looking for another accommodation which I did and cost me cad200. More.

Make sure I am not charged for it and I want refund in price difference I had to bear and compensation for the first hotel.

How can you advertise such properties.
Both booking were through you. I have been using booking.com for nearly 10 years.

Read full review of Booking.com
Hide full review
ComplaintsBoard
S
1:15 pm EDT

Booking.com our review never appeared after our hotel stay

As requested by booking.com, after we checked out, we completed and returned our review of our stay.
It never appeared on their site.
I can only conclude they show mostly-positive reviews only.
This may be good for them and the property.
It is dishonest for the consumer.
I deleted their app and unless I am provided with a convincing explanation I will not use or recommend their service again.

Read full review of Booking.com
Hide full review
ComplaintsBoard
G
3:49 pm EDT

Booking.com poor price/quality ratio and misleading advertisement

Dear all,

We would like to express our real disappointment concerning an hotel (supposed to be 4 stars and rated 8.5) booked via booking.com, which should be maximum 2 stars and not that highly rated.

Here is a list of the points we would like to bring to your attention:
- No lift and a lot of stairs - definitely not great with big luggages and no air conditioning
- Air conditioning in the bedroom not working
- Television not working
- Some lights and plugs not working
- Safe not attached and not opened - hence not working
- Bad smell in the bedroom
- Toilet not well attached in the bathroom
- Cleaning lady did not come after the 1st night
- Broken windows

We understand this is an old building - however it really needs to be maintained/refreshed and cleaned to provide good experience to customers, considering that is on top an expensive place.

One of the persons traveling had to avoid stairs and after asking the hotel manager, we got a bedroom at the first floor for which we had to pay an extra 150 USD for 3 nights. Having to pay a total of USD 300 a night for such a place and service is really disappointing and frustrating.

We trust that you will act accordingly so that other tourists do not have this kind of experience with that ‘hotel' in the future.

We are also wondering if booking.com protects us as clients, since at the moment of the arrival, our only option was to stay, considering that the booking was not refundable and the hotel manager told us that we could contact you if we wanted, but the money could not be refunded under any circumstance.

Is there any possibility we could get a compensation for these 3 days of vacation which were not really pleasant due to these conditions?

Many thanks in advance for your feedback.

Best regards,
Yoliana Bayona and Gaëtan Lepinois

Read full review of Booking.com
Hide full review
ComplaintsBoard
D
12:20 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com booking.com is a cheat

They declined my booking and did not refund my money. When I email them about it they just don't reply.

This is an extremely unethical company.

Be careful. I also had a situation where after searching for a certain date about 100 times, they suddenly started flashing very attractive deals in front of me for the same date but a different month with strict cancellation policies. They basically wanted me to erroneously book that date and then not allow me to cancel.

Read full review of Booking.com
Hide full review
ComplaintsBoard
P
8:41 am EDT

Booking.com booking and the check in process and unreasonable and questionable "charges"

My confirmation number from booking, com was [protected]. I chose "pay later option from the booking.com app. The following day I received an email from the hotel telling me that they were going to cancel my reservation due to credit card being declined. I contacted the hotel and asked why they were charging my card 5 weeks prior to my arrival (I was attending a business conference at the same hotel) as it was my understanding that I would pay for the accommodation on check in (as it was a non refundable amount). They informed me that it was their Hotel"policy"to withdraw the funds, I explained that this was not stated in the booking.com app. I asked (Manager on duty) if it was possible to pay on check in. 45 minutes later, they eventually agreed. 3 days before my arrival, I contacted (by phone) them again and asked if it was all possible to check in prior to the 2 p. m, as I would have been travelling for 20 hours by my arrival - with a 3 hour time difference. The response I got from the concierge on the reservation desk was..."I can try"!. I then followed up the request for an earlier check in with an email, it was ignored. On arrival to the hotel, incredibly fatigued, I was asked to sign a form that was barely legible. However I managed to read it. It stated that I would agree to pay the hotel $926, should the fire department be called in the event that the fire alarm (in my room) would be set off! It further stated that it would be likely to be set off if guest(s) left their bathroom door open, used aerosols etc, They then informed me that they wanted to charge me an extra $200 as well as charging me the non refundable amount, When I questioned them - they said it was they're hotel"policy". Unfortunately, as the day of check in was a Sunday, money that I had transferred into my credit account hadn't completely cleared, this caused a huge dilemma for me, I was able to use my mother;s credit card, however this was not acceptable by the hotel, while I understand fraud must be taken into consideration in such situations, I rang my mother, so that they hotel was able to get authorisation from my mother to use her card. Still not acceptable by the hotel. Now going on nearly 30 hours with no sleep, I became irritated. However, as a professional, I was very mindful of not being aggressive or threatening or abusive towards the staff/ manager. I then asked if I was able to pay for one nights accommodation + the $200"incidentals"as this was the only amount available to me until the funds cleared the following morning. The hotel refused. Frustrated, I asked what they suggest I do... sleep in the foyer? Just met with blank expression. I was then threatend by the manager at the time that she wuld calll the police on me, if I didnt stop being abusive. I reminded her that I had not threatened, intimidated, physically threatened or name called anyone, and to please not use my frustration and fatigue as justification to report me to the police as being"abusive". I then cancelled my reservation and found somewhere else. As I was attending the hotel over the 5 following days (business conference), I was privy to witnessing several check in's with this hotel and heard the same dissatisfaction and complaint from other guests. I also spoke to numerous people at the conference who where also staying at the hotel, some had approached me as they had witnessed my check in and asked if I was ok (they also where appalled at what they had witnessed). They also expressed they're unhappiness of the"extra charges"the hotel had dumped on them. The hotel is rated as a four star hotel, I'm not sure what booking.com criteria is for this rating, but the hotel is dated and so are the amenities. Bins were often over flowing and wait/ hospitality staff incompetent, with the exception of perhaps 2 girls. A person who was attending the conference I was, had special dietary requirements, the first day they offered her lunch after everyone else had returned to the conference, the next day - they got nothing, they gave up after that. The bathrooms were often filthy and smelt and the foyer chairs had stains on them.
The conference was"catered"for, but often no cutlery given. Thermos and water jugs would often be unfilled. I don't consider myself to be a prude or precious, but this is without a doubt one of the worst examples of"hospitality" I have ever had the misfortune in dealing with. Dont take my word for it, I implore you to contact any guest that has stayed there recently (March 2019) and ask for their feedback/ experience. I am so offended by these people and question they're ethical behavior. I feel compelled to write this, as I feel that it would be a disservice to booking.com's reputation and for any other consumer to experience what I did at this horrible hotel!- certainly not a 4 star!

Read full review of Booking.com
Hide full review
ComplaintsBoard
R
10:17 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com wrong amount charged

I made a reservation at Taj Super Deluxe for the 19th of March to the 21st of March 2019. Confirmation number: [protected] Mrs R Lambrechts.
Upon arrival I had to make the payment for the booking. When I made the payment, I asked the manager about the breakfast. He stated more than once that breakfast was not included in my booking. He even showed me a piece of paper that didn't show the breakfast. I was puzzled because I paid a lot of money which in my calculations included the breakfast. I didn't want to get in an argument and wanted to make sure that I didn't make a mistake. For that I had to get back to my luggage for the complete reservation form. (Payment was made in the dining room, far from the room, in another set of buildings) I kept a lookout for him when we were at the guesthouse, but never saw him again. I send a message to the manager on the day that we checked out, telling him that he made a mistake and wanted to clear it up before we left. He didn't respond and was nowhere in the guesthouse. He only responded an hour and a half later. By that time, we were already very far away from the guesthouse on our way to the airport. He has been sending messages with different reservation costs every time. We have also send an email to the guesthouse regarding the whole problem. It feels like he is not even listening to my complaint. What should I do now? I have been using Booking.com for many years and never encountered a problem like this. He charged service fee and 5% credit card fee on the full amount (room + breakfast). I want a refund on the breakfast as well as a correction in the service fee and credit card handling fee. Please help me.

Read full review of Booking.com
View 0 more photos
Hide full review
ComplaintsBoard
C
5:48 pm EDT

Booking.com customer service and practices in general

Long story short, I booked 2 rooms at the same hotel through the booking.com website with both of them on the free cancellation options (Conf# [protected] / Pin# 7779).

However, this week i have had some life events which have precluded me from getting to the hotel without causing a lot of heartache for my family. When i went to cancel, i saw that there was an issue with the cancellation on the queen room in that it was non-refundable which is not the option that i chose. Being that this is generally a hotel policy, i contacted the hotel in which i was told that i would have to email the manager which i did. I did not hear anything back from the manager at all yesterday, but what i did get from the front desk rep last night was that she couldn't find a reservation for me in their system. This prompted me to call customer service.

The customer service peron on 3/19 was actually nice to speak to (even though it was hard to understand her) she explained that it was a hotel policy and that she would need to send an email to the hotel. I understood that part and took into consideration her advisement and waited until this morning.

I send another follow up email to the manger this morning and received a response from the manger that the policies for refundable rooms were set by booking.com and that the hotel abides by those policies. This was somewhat contrary to what i was informed which prompted me to call customer service again.

This time, I received the worst customer service of the year. I explained to the rep what i wanted which was to cancel the queen room but that i didn't want to cancel the king room if the queen room couldn't be cancelled, i would just put my family through trash to get there as $600 is not a small piece of change. The agent acknowledged and during the call she seemed irritated to even be speaking with me. She placed me on hold and called the hotel and came back saying that she would have to email the manager. I said Ok.

Then, before anything else could happen, she cancelled the king room without me saying ok to it. Furthermore, when i stated that wasn't what i wanted the representative copped even more attitude with me. I then asked for a supervisor to which she responded she didn't have one. I then told her that i wanted one and to go find one because at this point in time, not only am i stuck with this room that i might not be able to get out of, but i don't have a fall back plan if i can't get out of it. She placed me on hold for quite awhile. When she came back on the phone she TOLD me (not informed) that i would be working directly with her and not a supervisor and that now i had a king room and the queen room. When i said ok (I couldn't talk through it further) she told me to have a great day (with some attitude i might add) and disconnected the call.

Additionally to the below email that was sent yesterday. I got the issue resolved and had two rooms booked again at this hotel as i was not able to receive a free cancellation. Both rooms were on separate reservations. I had also received a $150 credit from the supervisor as a good will gesture. While I wasn't exactly pleased with the outcome, i wasn't unhappy, just more indifferent.

However when i checked my reservations this morning, all reservations through booking.com had been cancelled. I called the hotel first and they are not aware of any issues. Along with this, I received an email from Axel (a sr rep I am assuming) saying that due to my account status, no further information can be given and to read the terms and conditions. As this does not make much sense to me as a consumer, i called booking.com support who advised that they could not give me any information which makes me think that the reservations were cancelled by him. This is all even though the hotel has already charged my card for the queen rooms.

I am very concerned and confused right now to the point that i am about to have an emotional breakdown as this impacts my family.

Read full review of Booking.com
Hide full review
ComplaintsBoard
A
8:00 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com unauthorized credit card charges

Dear Sir/Madam,

I would like to express my dissatisfaction with the failure of Booking.com and the website's system error that was resulted in significant amount of charge of my credit card, and would like to request for assistance with this matter.

The problem is that I tried to reserve a hotel room for 7 days through Booking.com. I checked three hotels that were Hilton Istanbul Bosphorus Hotel, Titanic city Taksim Hotel and Fuga Hotel for the check in date of February 9th and check out date of February 16th but each time that I tried for reservation after I put my credit card information in, the website showed me a red text on the top of the reservation page saying "the room is unavailable" and I could not book any of the above hotels and there was not any payment or booking confirmation sent to me or shown on the screen (we never clicked on any button to finalize our reservation and nothing showed up on the webpage that any reservations were made). Hence, I gave up on booking.com and decided to reserve a hotel by a travel agency and they booked Titanic Down Town hotel for me from 9th of February to 16th and I stayed there for the mentioned period of time.

Unfortunately, when I was checking my credit card account 5 days ago I found that Booking.com has charged me for all three Hotels for the significant amounts of EUR 684.95 on 29/01/2019, for TITANIC HOTELS/AYGUN IS and 356.68 TRY for Fuga Hotel on 09/02/2019 and 4990.81 TRY for Hilton International C Istanbul on 05/02/2019.
I have talked with three customer service experts of Booking.com about my problem but they have just told me to talk with the Hotels directly and I the Hotels obviously direct me back to Booking.com.

As this is Booking.com system error and mistake, Booking.com should take the responsibility to compensate for the cost.

Here are my booking ids that Booking.com's customer service experts sent me around 5 days ago:
Hilton Istanbul Bosphorus ([protected])
Titanic City Taksim ([protected])

Given this situation I would like to request Booking.com ‘s customer service team to take full responsibility of this failure and compensate my cost.

Looking forward to hearing from you soon.

Yours faithfully,

Arash Motaghi

Read full review of Booking.com
Hide full review
ComplaintsBoard
C
12:41 pm EDT

Booking.com website

I booked 2 reservations through booking.com and needed to confirm with the hotel (I had selected to pre-pay and the hotel hasn't charged my card yet - after 2 weeks). I didn't have my reservation # on me, so I wanted to look at my bookings online. The booking.com website won't let me sign in - it just gives me a blank screen. I tried FireFox, IE and Chrome. I tried private browsing with the same result. In the meantime, the hotel found one of my reservations, but can't find the other one and they can't help me without that reservation number. This system sucks. From now on, I'm just going to call the hotel directly. If I have to pay more, at least I'll have a confirmed reservation in hand.

Read full review of Booking.com
Hide full review
ComplaintsBoard
R
2:17 am EDT

Booking.com bill not received

I had made a booking in fab hotel silver in in noida from 18-2-19 to 21-2-19. I duly checked in hotel & checked out on 21st feb. While checking out I paid charges due to me & asked for bill. I was told that it will be sent by email.

When I inquired about my bill from hotel later on, I was told that bill will be given to booking.com site only as they had booked the hotel. Other sites such as makemytrip never had such issues.

When I logged in booking.com site, I was surprised to see that my hotel booking has been cancelled. I sent complaint to them for sending me my bill but no answer. I submitted complaint in their system but again no response.

When I called them, they said bill will be sent to me by hotel itself.

I do not know now how can I get my bill for claiming reimbursement. Is such a simple thing so difficult or them? If so then what is the purpose of such web site?

Read full review of Booking.com
Hide full review
ComplaintsBoard
Y
12:38 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com my reservations in leamington hotel

Dear sir or madam
I reserved through booking. Com one night included breakfast in leamington hotel under confirmation no. [protected] start 12 March 2019.
When I reached the hote I found it under renovation and the room was a miss.
In the Morning they didn't have a breakfast due to renovation of the kitchen.
They told us to complain to booking.com.
I request a full refund of my payment to my credit card. As I consider myself a regular client to booking.com, And I do all my reservations through them, due to my trust on this site.
Waiting for feedback.

Read full review of Booking.com
Hide full review
ComplaintsBoard
D
6:40 am EST

Booking.com changed fee while I was paying for the room

Hello,

I just booked a room in Athens, Greece at the Hotel Phidias.
Out of the options available, I selected a double room with single bed for 2 people.
My stay was for 3 nights and the fee I saw on the site for this service was 172.50 euro.( as per attached)
While I was making the payment I ended up paying for 228 Euro out of the blue.
The option I selected was non-refundable and now, the site shows different fees.
I only got the chance to take a picture of the options as they immediately changed after this.

This is not acceptable out of a site that has so many clients daily and I will make sure that other people learn of this experience in order to avoid this operator.

Respectfully,
Madalina Dragan

Read full review of Booking.com
View 0 more photos
Hide full review
ComplaintsBoard
G
10:36 am EST

Booking.com unauthorised credit card charges

Dear Sir/Madam,

We are dealing with Booking.com since very long. But now we regret our age old association with you.
Booking number:
[protected]

We are writing to follow up on our trail conversation about a problem we are having to live with no mistake of ours.
Subject hotel cancelled the room when we arrived at their hotel and assured of NO CHARGES as it was their take not to grant us room.
Very next day we have message from our bank informing ‘ PIERRE &VACANCES has charged our credit card with Euro 206/-
Up on calling their admin, she was sounding apological for the incident and promised to refund same amount as soon as possible as it was their mistake.
Not to forget that we never complained about being on the street for that night with 3 kids in a unknown city.

Why is this delay if you accept your mistake and are ready to transfer the fund while on phone and your trail mail notification's

We are totally dissatisfied with your service & demand our consumer rights to be justified here ASAP.

European Consumer Centre in Spain- Please advise us in this situation how to proceed if the concerned still delays the agreed amount to be refunded, Appreciate your prompt response.

Booking.com, we need your immediate action on this matter.

Do contact me to confirm that you will honor my request. I have prepared a complaint for submission to the proper agencies for investigation and also will lodge a formal complaint with Consumer Affairs in my region as well as EU complaint cell /Barcelona/Spain.

We will not file the complaint if you resolve the problem within next 48 hours.
We would like to have this problem fixed quickly .Thank you for your anticipated assistance in resolving our problem.

I look forward to your reply and a resolution to our problem.

Waiting to have your revert.

Read full review of Booking.com
Update by gsuniln
Feb 24, 2019 11:08 am EST

While we provide our CC numbers to Booking .com, who should be held responsible for unauthorised usage of the same? Isn't this clear violation ?

Hide full review
ComplaintsBoard
C
4:46 pm EST

Booking.com why a hotel is still listed on your website

Dear Sir / Madam,
I am writing to you as just by chance I have found out this "Hotel" is still listed on booking.com.
I had the unfortunate experience of staying at the "Addison Lodge" last year. How this is still listed as an hotel on your website is beyond belief.
I was further shocked to see it is still operating as a "Hotel"
If there were to be a health and safety inspection I am certain it would be shut down immediatley.
There are too many faults with this so called "Hotel" to mention.
However from what I have learned recently, the authorities actually closed it down.So why is it still listed on your website?
My friend and I questioned amongst ourselves that this really needs to be investigated in order to save any other unfortunate souls the experience of staying
there!
Please take the time to read the actual reviews, as recent as this month, February 2019.

Regards

C K

Read full review of Booking.com
Hide full review
ComplaintsBoard
N
1:37 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Booking.com the hotel and room

Confirmation no..[protected] pin 8389 l have just arrived back from a two night stay at the Highfield hotel in Middlesbrough.it was horrendous, very dusty, Extremely dirty and very warm, l did not stop sneezing or get much sleep the two days l was there..l had an extremely bad headache from the heating, and have made myself a doctor's appointment for tomorrow, to get checked out as l feel really ill.

Also there was no lift and l have a disability... absolutely disgraceful!

I want a full refund, l will never use booking.com again..l have used your services for years too.

Read full review of Booking.com
Update by Nyananyo
Feb 21, 2019 1:46 pm EST

[protected] pin 8289

I have just arrived from a very traumatic stay of two nights from this hotel

I did not get much sleep from very dusty room, extremely hot room so l was non stop sneazing with an extremely bad headache from the warmth..

No clean towels, no clean bedding very dirty room

Also l have a disability so was horrified to find there were no lifts..l really struggled with the stairs..

I have an appointment at my doctors in the morning as l am Not at all well from this trauma.

I want a full refund, will never use this service again after being a loyal customer for years

Hide full review
ComplaintsBoard
E
5:58 am EST

Booking.com hiring a car

On 21/02/2019, I booked a hire car with booking.com under the knowledge that it would cost me £60 for a young drivers fee (even though i've been driving for 6 years) and that i'd need to give a £1, 500 deposit. I was unaware of the fact that i needed to have a credit card registered in my name to be able to collect the car. After finding out this information from having to read the terms and conditions document, i went to cancel the booking within 30 minutes of making it, finding that i was now expected to pay £40 to cancel it! These costs are ridiculous. I want to refuse to pay the £40 just for the fact that i dont have a credit card!
Won't be using Booking.com anytime soon and i definately don't recommend them for car hire.

Read full review of Booking.com
Hide full review
ComplaintsBoard
H
12:26 pm EST

Booking.com Unauthorized charges for hotel

My Name is Harrison Chiger my email is [protected]@gmail.com. I am currently residing in Rome Italy for the academic semester. Last week I was trying to book a hotel for the dates 3/4-3/6. I found a hotel and went through all the steps on the website to book it. I entered my credit card number and clicked submit. The Hotel was called hotel Belleveder in Rome. After I hit submit with all my information inputed the website crashed. I waited an hour for a confirmation email but never recieved one. I went back on the website to try and find it again but I couldnt and my reservation didnt show up in the app. So I found a different hotel, called Love Vatican. I put in all of my information again and hit submit and that one went through. I immediatley got a confirmation email the second time and it showed up in the app. The next day I got an emial from booking.com saying that I had two reservations on the same dates. I called the customer service number and they cancelled the first reservation but were not able to save me the cancellation fee. I do not feel I should be responseable for that fee, I didnt even know my reservation went though there was no confirmation and as a result I booked a second one. On top of that when I booked the first hotel (Belleveder) I selected not to be charged until I arrived and was still charged the next day. I would like to be reembirshed for the cost of that room, I should not have to pay because your webiste did not confirm my reservation. Please get back to me as soon as possible I would like this matter resolved. Horrible first expereince with Booking.com

Read full review of Booking.com
Hide full review
ComplaintsBoard
U
1:14 am EST

Booking.com unauthorized credit card charges

I was using booking.com for some years and Itrusted them. However, I realized that this was a big mistake. For a booking at Convention Porte De Versailles Paris, I canceled my reservation timely (November 29, 2018) due to a change in my travel plans, it was an early cancellation and it was clearly stated thatI would not be charged for this cancellation. But I saw that the facility charged the full fee. I have tried to get contact with the facility, but no luck. Then I wrote booking.comseveral times they told me that the total amount was not charged it was just provision. However, my bank told me that it is not a provision and I now have to pay 877 euros.

So never trust booking.com.

Read full review of Booking.com
Update by Uftade Muskara
Mar 09, 2019 1:37 am EST

It has been 4months and I am still waiting. Is there anyone that can give me some advise on what ı can do

Hide full review

Booking.com Customer Reviews Overview

Booking.com is a popular online travel agency that offers a wide range of accommodation options to travelers across the globe. With over 28 million listings, the platform is a one-stop-shop for all your travel needs. Here are some of the positive points that make Booking.com a preferred choice for travelers:

1. User-friendly interface: Booking.com has a simple and intuitive interface that makes it easy for users to search and book their preferred accommodation. The website is well-organized, and users can filter their search results based on their preferences.

2. Wide range of options: Booking.com offers a vast selection of accommodation options, including hotels, apartments, villas, and hostels. Users can choose from budget-friendly options to luxury properties, depending on their budget and preferences.

3. Competitive pricing: Booking.com offers competitive pricing, and users can often find great deals and discounts on their bookings. The platform also offers a price match guarantee, ensuring that users get the best possible price.

4. Reliable customer service: Booking.com has a dedicated customer service team that is available 24/7 to assist users with their queries and concerns. The platform also has a user-friendly cancellation policy, which makes it easy for users to modify or cancel their bookings.

5. Trustworthy reviews: Booking.com has a robust review system that allows users to read and write reviews about their experiences with different properties. The platform verifies the authenticity of reviews, ensuring that users can trust the feedback they read.

Overall, Booking.com is a reliable and user-friendly platform that offers a wide range of accommodation options at competitive prices. With its trustworthy reviews and reliable customer service, it is a preferred choice for travelers across the globe.

Booking.com In-depth Review

User Interface and Navigation:

Website Design and Layout: Booking.com has a clean and modern website design with a user-friendly layout. The interface is visually appealing and easy to navigate.

Ease of Navigation: The website's navigation is intuitive, making it simple for users to find what they are looking for. The menu and search bar are prominently displayed, allowing for quick access to different sections of the site.

Search Functionality: The search function on Booking.com is highly efficient and effective. Users can easily filter their search results based on various criteria such as location, price range, and amenities.

Booking Process:

Availability of Accommodation Options: Booking.com offers a wide range of accommodation options, including hotels, apartments, and vacation rentals. Users can easily find available options in their desired location.

Booking Options and Flexibility: The platform provides users with flexible booking options, allowing them to choose their check-in and check-out dates, as well as modify or cancel their reservations if needed.

Payment Methods and Security: Booking.com offers secure payment processing, ensuring that users' personal and financial information is protected. Various payment methods are accepted, including credit cards and PayPal.

Customer Service:

Responsiveness and Communication: Booking.com's customer service is highly responsive and provides timely communication. Users can expect quick and helpful responses to their inquiries and concerns.

Support Channels: The platform offers multiple support channels, including phone, email, and live chat. This allows users to choose the most convenient method of communication.

Problem Resolution and Refunds: Booking.com is known for its efficient problem resolution and refund process. In case of any issues with bookings, the customer service team works diligently to find a satisfactory solution for users.

Accommodation Options:

Variety and Range of Accommodation Types: Booking.com offers a wide variety of accommodation types to suit different preferences and budgets. Users can find everything from luxury hotels to budget-friendly hostels.

Quality and Cleanliness of Accommodations: The platform ensures that the accommodations listed meet certain quality standards. Users can expect clean and well-maintained properties based on the provided descriptions and photos.

Accuracy of Descriptions and Photos: Booking.com strives to provide accurate descriptions and photos of the accommodations. Users can rely on the information provided to make informed decisions about their bookings.

Pricing and Deals:

Competitiveness of Prices: Booking.com offers competitive prices for accommodations. Users can often find great deals and discounts, especially during off-peak seasons.

Transparency of Pricing: The platform ensures transparency in pricing, displaying all applicable fees and taxes upfront. Users can easily see the total cost of their bookings before making a reservation.

Availability of Discounts and Special Offers: Booking.com regularly offers discounts and special offers on accommodations. Users can take advantage of these deals to save money on their bookings.

User Reviews and Ratings:

Reliability and Authenticity of Reviews: Booking.com maintains a reliable and authentic review system. Users can trust the reviews and ratings provided by other guests who have stayed at the accommodations.

Overall Rating and Average Scores: Each accommodation listing on Booking.com is accompanied by an overall rating and average scores for different aspects such as cleanliness, comfort, and location. This helps users gauge the quality of the accommodations.

Filtering and Sorting Options for Reviews: The platform offers filtering and sorting options for reviews, allowing users to easily find the most relevant and helpful feedback from other guests.

Mobile Experience:

Mobile App Availability and Functionality: Booking.com has a mobile app available for both iOS and Android devices. The app offers the same functionality as the website, allowing users to search and book accommodations on the go.

Responsiveness and User-Friendliness on Mobile Devices: The mobile app and mobile website are highly responsive and user-friendly. Users can easily navigate and make bookings using their mobile devices.

Features and Benefits of the Mobile App: The mobile app provides additional features such as push notifications for booking updates, exclusive mobile-only deals, and the ability to save and manage bookings offline.

Loyalty Program:

Benefits and Rewards for Frequent Users: Booking.com offers benefits and rewards for frequent users through its Genius loyalty program. Members can enjoy perks such as free room upgrades, late check-outs, and exclusive discounts.

Membership Tiers and Perks: The Genius loyalty program has different membership tiers based on the number of bookings made. As users move up the tiers, they unlock additional perks and benefits.

Ease of Earning and Redeeming Points: Earning and redeeming points in the Genius loyalty program is straightforward. Users earn points for each completed stay, and these points can be used to unlock discounts on future bookings.

Additional Services:

Car Rental and Airport Transfers: Booking.com offers car rental and airport transfer services, making it convenient for users to arrange transportation during their trips.

Activities and Tours Booking: Users can also book activities and tours through Booking.com, allowing them to plan their entire trip in one place.

Travel Insurance Options: While not directly provided by Booking.com, the platform partners with insurance providers to offer travel insurance options to users. This provides an added layer of protection for travelers.

Privacy and Security:

Data Protection Measures: Booking.com takes data protection seriously and implements measures to safeguard users' personal information. The platform complies with relevant privacy regulations.

Secure Payment Processing: The payment processing on Booking.com is secure, ensuring that users' financial information is protected during transactions.

Privacy Policy and Terms of Use: The platform has a comprehensive privacy policy and terms of use that outline how users' data is collected, stored, and used. Users can review these policies for transparency.

Overall User Experience:

Overall Satisfaction and Recommendation: Users generally have a positive experience with Booking.com and are likely to recommend it to others. The platform consistently delivers on its promises and provides a reliable booking service.

Strengths and Weaknesses of the Platform: Booking.com's strengths lie in its extensive accommodation options, competitive pricing, and reliable customer service. However, some users may find the search results overwhelming due to the sheer number of options available.

Comparison with Competitors: Booking.com stands out among its competitors due to its wide range of accommodation options, competitive pricing, and user-friendly interface. It is often considered one of the top choices for booking accommodations.

Pros and Cons:

Key Advantages of Using Booking.com: Booking.com offers a user-friendly interface, a wide range of accommodation options, competitive pricing, and reliable customer service. The platform also provides a loyalty program for frequent users.

Potential Drawbacks or Limitations: Some users may find the overwhelming number of accommodation options on Booking.com to be a drawback. Additionally, the platform's cancellation policies may vary depending on the property, which can be a limitation for some users.

Summary and Conclusion:

Final Thoughts and Overall Assessment: Booking.com is a highly recommended platform for booking accommodations. It offers a user-friendly interface, a wide range of options, competitive pricing, and reliable customer service.

Who Would Benefit Most from Using Booking.com: Booking.com is suitable for all types of travelers, from budget-conscious individuals to luxury seekers. The platform caters to a wide range of preferences and budgets.

Recommendations for Improvement: One area for improvement could be providing more detailed information about cancellation policies upfront to avoid any confusion for users. Additionally, enhancing the search filtering options could help users narrow down their choices more efficiently.

How to file a complaint about Booking.com?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account to proceed. If you do not have an account, please register by providing the required information and verifying your email address.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Booking.com. Make it specific and clear, such as "Overcharged for Hotel Stay" or "Reservation Not Honored at Check-in".

4. Detailing the experience: In the complaint details section, provide a thorough description of your experience. Include key areas such as:

  • The nature of your booking (hotel, flight, car rental, etc.)
  • Details of the problem encountered (incorrect charges, poor customer service, etc.)
  • Any correspondence or interactions you had with Booking.com's customer service
  • Steps you have taken to resolve the issue with Booking.com and their responses
  • The personal impact of the issue, such as inconvenience, financial loss, or stress
  • Relevant dates and times of your booking and the issue
  • Confirmation numbers or reservation details

Be as specific as possible to give a clear understanding of the situation and why you are dissatisfied.

5. Attaching supporting documents: Attach any relevant documents or evidence that supports your complaint, such as receipts, confirmation emails, or correspondence with the company. Do not include sensitive personal information like credit card numbers or passwords.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue. In the 'Desired Outcome' field, specify what resolution you are seeking from Booking.com, whether it's a refund, an apology, or another form of compensation.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your desired outcome is reasonable and clearly stated.

8. Submission process: After reviewing your complaint, click the 'Submit' button to file your complaint on ComplaintsBoard.com. Ensure that you have filled in all the necessary fields and attached any supporting documents.

9. Post-Submission Actions: After submitting your complaint, monitor your ComplaintsBoard.com account for any responses or updates. You may receive feedback from other users or even from Booking.com representatives, so it's important to stay engaged and respond if necessary.

Frequently asked questions (FAQ) about Booking.com

Expand Collapse all
Is Booking.com a legitimate website for booking accommodations?

Yes, Booking.com is a legitimate website, providing a platform for users to book accommodations, flights, car rentals, and other travel services.

Can I trust Booking.com with my personal information?

Booking.com has security measures in place to protect user data, but it's always a good idea to read their privacy policy to understand how your information is used.

Are the reviews on Booking.com genuine?

Most reviews on Booking.com are from verified guests who have completed their stay, but as with any platform, it's important to read multiple reviews to get a well-rounded understanding.

Do the prices on Booking.com match the actual costs of accommodations?

Booking.com aims to provide accurate prices, but it's still important to double-check the final price, taxes, and fees during the booking process.

How reliable is Booking.com's customer service?

Booking.com offers customer support through various channels, but individual experiences may vary. Be sure to check online reviews for a better understanding of customer satisfaction.

Are the pictures and descriptions of accommodations on Booking.com accurate?

Property owners and managers provide the photos and descriptions, so while Booking.com attempts to ensure accuracy, it's always best to research the property independently as well.

Can I get a refund or modify my reservation on Booking.com?

Cancellation and modification policies vary by property and booking. Check the specific terms and conditions for each reservation.

Are the special deals and discounts on Booking.com legitimate?

Deals and discounts on Booking.com are generally legitimate, but be sure to read the terms and conditions to understand any restrictions or limitations.

Will Booking.com charge hidden fees during or after the booking process?

Booking.com displays all mandatory fees during the booking process, but additional charges, such as local taxes, may apply depending on the property.

Can I trust Booking.com with my credit card information?

Booking.com uses secure technology to protect your credit card information, but it's always a good idea to monitor your statements for any suspicious activity.

Is Booking.com affiliated with any reputable organizations?

Booking.com is part of Booking Holdings Inc., a reputable global online travel company that also owns Priceline, Agoda, and Kayak.

How long has Booking.com been in business?

Booking.com was founded in 1996, and has since grown into a well-established online travel agency.

Are there any known scams associated with Booking.com?

Like any online platform, Booking.com may occasionally be targeted by scammers. It's crucial to be vigilant and report any suspicious activity to their customer service.

Is Booking.com's mobile app safe to use?

The Booking.com mobile app is considered safe, but always download it from official app stores and read reviews to ensure you have the genuine app.

How does Booking.com handle disputes between guests and property owners?

Booking.com offers support for resolving disputes, but the extent of their involvement depends on the specific circumstances.

Does Booking.com have a loyalty program, and is it worthwhile?

Booking.com offers a loyalty program called Genius, providing benefits such as discounts and perks. Users should evaluate if the program suits their travel needs.

Are the star ratings on Booking.com reliable?

Star ratings on Booking.com are generally reliable, but it's still important to read reviews and research the property for a comprehensive understanding.

Does Booking.com guarantee the lowest prices for accommodations?

Booking.com offers a price-match guarantee for certain bookings. Be sure to read their terms and conditions for more information.

How can I contact Booking.com, a trusted online travel agency, for assistance with bookings or inquiries?

Need assistance with your bookings or have inquiries? Contact Booking.com at +44 203 320 2609 or +1 888 850 3958. Their helpful customer support team is ready to assist you with your travel needs.

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Contact Booking.com customer service

Phone numbers

+44 203 320 2609 +1 (888) 850-3958 More phone numbers

Website

www.booking.com

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with Booking.com?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Booking.com Customer Service. Initial Booking.com complaints should be directed to their team directly. You can find contact details for Booking.com above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about Booking.com. Discuss the issues you have had with Booking.com and work with their customer service team to find a resolution.