Booking.com
Reviews and Complaints

My mother travelled to New Zealand in March. She cancelled one hotel booking that was through Booking.com. The host said, " tell them I did wrong cancellation for the property at East Hamilton Homestay, New Zealand on 16/3/23, and request a refund. They will then be in touch with me to confirm, The hotel host agreed to request free cancellation.

Address: 8 Kingsford Mews, East Hamilton Homestay, New Zealand

Confirmation no: 3182.005.300

Pin no: 6720

Paid $ 85 23/2/23

Booking.com Sydney Australia

Phone: [protected]

Email: [protected]@booking.com

My mother has sent numerous emails to Booking.com over the last few weeks. She's also called an international number; all they do when she messages or phones is ask for a Confirmation number & Pin number over and over again.

My mother has a mental health and neurological disorder that triggers episodes brought on by stress, the way they've treated me is not acceptable, still no action or response. So I appreciate you offering to try and get someone who will listen, get this issue resolved, my money refunded.

I purchased foreign holiday accommodation which included ‘free transfer’. I contacted Booking.com before I departed asking about this free transfer as there was nothing mentioned on the details they supplied, but had no reply. I arrived at the departure terminal feeling rather bewildered, as I didn’t know what I was supposed to be doing. After seeing nothing that indicated any sort of arranged transfer, I contacted the property and they told me this is an arrangement that booking.com offered and not them. I made my own arrangements to get to the accommodation. Once there, I contacted booking.com through their app messaging service and provided them with a screenshot showing the offer I purchased. They apologised and told me to forward them the receipt for my travel; however, I was in stressful situation being a lone traveller in a foreign country and I didn’t think of getting a receipt for the fare of 74€. I told then this at the time and they replied saying they needed a receipt. I responded with the same answer and also asked about my return transfer, of which they said I had to make my own arrangements, forward them the receipt and would get refunded. I replied back asking why I had to arrange and pay, but they didn’t reply to that question. Now in total disbelief that they expected me to arrange and pay for, what they were supposed to be offering for free. To be honest, my trust in them had now completely evaporated and I couldn’t afford to take risk and pay 74€ for a return transfer and felt I was unlikely to get it refunded even with a receipt, so caught an early bus for 7€. The holiday was marred by this event!

I do feel that even though it is worded as ‘free transfer’, there is a cost that would have been to themselves for this service from the transfer company, and they told me to arrange a taxi… which if I booked this through booking.com would be £69.84 each way, = £139.68.

I am not a after any compensation for my inconvenience, the stress caused or for marring my holiday.

April 30th l checked into the central hotel and Residence in Hanio and it was bug infested. Number two, according to booking policy you were to pay at property and management had already charged my credit card. Number three the property was not clean with bugs all on the wall in one of the bathrooms, the description of the location was in a back alley that was unsafe and dark with large rats running around. This is the first time I have had a problem with housing through Booking.com. Through this trip all other properties were fine. If a marketing person wrote the description from that hotel you might want to take that property off of your list because it is very misleading, and standards are not for people to stay in. Please do not have other travers have my experience in that property. The young man at the front desk was chasing a BIG WATER BUG IN THE LOBBY WITH A BROOM.

please take this property off your list

Thank you

Dr. Regina Bowden

Requesting PROMPT refund... It's been a week today.. Originated rental from San Diego, CA.. Very concerning and in the process of contacting my attorney, BBB and attorney general's office... Disconnected from phone lines and no call back from representative... ALL my information is on my membership... WHY

Requesting a FULL refund for this car rental.. My family was definitely put in a very dangerous situation because of the lack Of service to the vehicle rented from HERTZ fleet in San Diego, CA. Due to a faulty vehicle JEEP COMPASS not properly aligned. Front driver side tire.. Lost air, unable repair... The inside of the tire was bald and metal shavings from the faulty, failed tire. Stranded on highway late evening approximately midnight. My son, my dog and vehicle full of belongings fit over two (2) hrs. The customer servant didn’t get her name but case #023012xxxx Customer service representative did not offer I had to ask how do we get to a hotel, she very unprofessional hertz not paying for a hotel.. Not very comforting information to receive in this situation. I had to ask again what do you suggest only them she said we can send a courtesy vehicle only one.. I said there are two adults, a dog and full jeep of belongings. In addition she provided Lyft driver with in accurate location and that was the reason for lengthy wait.. We were located on Interstate I-10 E.. Mile marker #111 after Akela before Las Cruces, NM...

Thankful Lyft driver Gregory had my phone number and grateful he was excellent and stayed in contact. Called said he was on his way.. Unfortunately he called about 45 minutes later to ask where we were located because the Hertz representative sent him to some route 70 to find us. Gregory finally made it to us at approximately 1:30 am and safely transported us with our belongings to a hotel about 30 miles away. Approximately 3:00 am I received a call from hertz asking the location of the vehicle obviously they followed the incorrect directions the hertz customer service representative had given them. I would appreciated being contacted regarding this serious situation as well as a full refund and my hotel fee of $60.00.

Needed to spend $20 for an UBER ride to HERTZ location in Las Cruces, only vehicle available was a Hyundai Elantra, had to drive and 1 hr to El Paso, TX airport to get a SUV, which was our original rental agreement vehicle... customer service (Alexis) at Las Cruces location was great, understanding and assisted tremendously. In addition, the manager Hyman called the airport and let them know what I needed and they too were very helpful.. Heather was AMAZING, polite respectful and understanding. HOWEVER HERTZ was neglectful to have a vehicle in its fleet that was not properly serviced, to put my families life at risk in this vehicle. Thankful for our life, we need to be compensated and I will be contacting the above mentioned promptly. I look forward to hearing from you PROMPTLY. Respectfully

booking reference 4OSJIH

My original flight from Belgrade to Calgary was cancelled by Lufthansa (see attached) Cancellation of your fli…23. pdf
I had to use another flight to come back to Calgary.
I’ve contacted booking.com several times in the past month to raise a request for a refund and to inquire on the status of it. Every time I was assured by the booking.com customer support that a request was raised with AirCanada.

While calling AirCanada today, they do not have any record of a refund request being raised to them by the booking.com. When I called booking.com again to ask for a case #, the customer support was not able to provide this. In addition, my understanding is that agencies would typically provide refund, and not the airline.

As per https://rppa-appr.ca/eng, you have 30 days for a refund.

I’m looking for somebody from booking.com who can actually explain what is happening and why the refund is yet to be issued. Of course, I need relevant info, like the case # sent to AirCanada so I can follow up with them. It has been more than a month for this standard activity.

I am a very unhappy customer.I stayed at the above hotel last night, over a week ago I contacted them to ask for a quite room as the hotel as it is on a busy road Junction rooms at the front are very noisy. They assured me I had a quiet

room at the back overlooking the car park,when I got to my room I was next to

junction so went to reception and complainted they told me they were full and could not change my room and speak to the Manager in the morning.I had a

horrendous night`s sleep I was awake till gone 2 am and the noise woke me up

about 4.30 and that was it.It was just a constant stream of traffic, I am a light

sleeper.I am so annoyed with the hotel telling me lies,left the hotel at 8 am the Manager was not avaiable.

my ref no bko28588/1

name

Barry Hughes

I was on a Canadian booking.com site I was given a amounts for the trip in CAD dollars then charge USD even though there was no notice that the Site change to an American company and it was in USD. So I was charged a lot more then what was agreed to. I approved the purchase based on Canadian dollars not USD. I called to cancel and they refused to cancel the car even though I called immediately when the charges appeared on my card. I feel this is the same as fraud. DO NOT BOOK WITH BOOKING.COM

Booked return Flights on booking.com.au 21/1/23 Syd to London. Paid extra to have Flexible option. Then 1/2/23 rang them to have the return flight changed Date earlier bc of work. Paid small fee to have them changed.

Then last week in April gogate sent me message that Airline is cancelling my ticket and to call them. Rang booking.com then mentioned some error but will reissue ticket. Everything is fine. Didn’t get anything the next day, So rang again. This time the guy explained my return flight was booked incorrectly and I won’t make my connecting flight. To call Airline bc it’s their error. Rang airline waited over 2hrs on the phone. And they told me the whole story.

Booking.com booked the wrong connecting flight home. It should have been the later one bc I will be still in the air for my flight. And to call booking.com bc they need to contact airline to make changes. Rang booking.com told them what I was advised and I don’t want a cancellation, happy to change days but need to have flight changed. I have rung several times and keep getting told waiting for airline. It’s nearly a week and nothing changed, no contact. I just need them to fix this issue they caused PLEASE.

1. Customer reference: 40-[protected] PIN code: 1895 Booking reference: K6MWLB is still pending for name reversed correction and updated itinerary.

2. Customer reference: 40-[protected] PIN code: 3903 Booking reference: K75HCC it also refers to booking number YWVUEG, your staff claimed that name correction of this booking is not permitted by Cathay Pacific Airways. However, Cathay Pacific pointed out that BOOKING.COM has the full obligation and liability to correct the e-tickets for the client.

This situation making me stuck in between service provider and booking agent. I truly believed that this is not normal and standard hospitality by your company. All I needed is simply correction of the reverse name in e-tickets and guarantee that we could travel as scheduled. I now seeking your assistance for solution.

On the 29th of March, 2023, i booked a return Air fare, Melbourne to Guangzhou Premium Economy, cost, AUD$3,755.45. Melbourne to Guangzhou 14/04/2023 return 21/04/2023. On the 13/04/2023 i realised i was unable to make the flight and contacted Bookings who in this case was Gotogate who handle the flexible tickets for Bookings. I understood that i was giving less than 24 hours notice. I was quoted AUD $7,690.00 to change the flight. On the China Southern website, the cost of a one way ticket for this flight was approx. AUD $1,650.00. Today, prior to the 24 hour cut off, i contacted Go To Gate again and asked to change the departure date for the return flight. I was quoted AUD $4,690.00 to make the change. Paying the additional cost for a flexible ticket was a waste of money and the Booking Web Site in my belief misrepresents what is available when you want to change. If i had of agreed to Go To Gate costs, my ticket that i paid AUD $3,765.00 would have ended up costing Approx. AUD $16,000.00. Tried to call Booking to discuss, No Luck with a phone number.

I booked an 11 night stay with booking.com at the Grand City Hotel in Mexico, Cancun. I arrived on the 20/03/23 to be told by the reception staff that the hotel was under construction. No swimming pool, no outdoor seating area, no restaurant, no bar. The reception staff told me they made booking.com aware but booking.com did not relay the message. The reception staff mentioned that we could have one night complimentary and get a full refund should we choose to leave the hotel. However due to going in the spring break season all the surrounding hotels were fully booked. We had no other choice but to complete our 11 night stay. The construction works took place every single day of our stay between the hours of 09:00am to 18:00pm, full on construction noise which made it unbearable to be in the hotel during these times. Also during my stay the first 2.5 days we were without hot water. We made the staff aware on numerous occasions. Half way through our stay as well for at least 6 hours we were without any water due to a construction worked bursting a water pipes. Which nobody wants to come back to after a whole day on the sandy beach and not be able to shower for the whole time. On my return to the UK, I contacted booking.com to file my complaint which was met with a complete disregard and not taking owner ship at all. They first told me to complain to the hotel, then after a few days of exchanging messages with the customer services. I received and email telling me I will be credited 20% of my stay at the hotel without explanation what the refund was for. I spoke a few more time with the booking.com customer service asking for a breakdown of this refund but I still have not had much of an explanation. I also mentioned to them that I had not agreed to 20% and I feel like at least 50% refund was due as all the facilities were not useable. However booking.com told me there were no longer able to help and that was all the will do.

I booked an apartment in Houston TX for 3/31 - 4/4. The Galleria on Sage Rd through Booking.com. The property had me pay in full in advance. The property cancelled my reservation as I was arriving in Houston. After many emails to the property not answered, calls not answered, and a customer service call to Booking.com, I have not received a refund. Booking.com told me that the owner is not responding to them so there is nothing they can do. Bottom line is that they have no accountability for this situation so beware when using their website to book rentals.

hi . on saturday 15 april . we had booked into for a over night accommodation . through your website and was very disappointed to say the least . the room was not the one in the picture . as advertised . as you shut the door half of the architrave was missing . then entering the bedroom the extension lead was out of the bedside cabinet . what i need for my night mask for breathing at night .had to move the bed to turn on . not a great start for the night as been to heathrow airport for hours on end .very dirty and a lot of cobwebs . pillows and quilt was very disgusting . no toilet paper in the room bar person got toilet paper out of the ladies toilet and handed it to me in the bar . music was playing loud till 1.30 am . food blue mold on bread . yogurts not eatable . tea urn had a bad smell and tast . asked for a kettle . the cleaner was also serving food . it is the worst place that i have stayed at . will not be using . booking . com . again would not of stayed . if we could of found alternative accommodation . not at 20.00 hrs .. h. buck

Absolutely useless customer service.

I booked 6 nights at a hotel in athens but only stayed 5 nights as the hotel had a heating problem so I asked if I stayed so, where else the last night could I come back and use my last night booking the following night. They said come back and weslrt something out, except the next day they said they couldn't accommodate. So I emailed them asking for a last night refund. They emailed back saying booking.com took the payment so I need to contact them about last night refund and they will work with them for a positive outcome. However despite contacting booking 6 times by phone and 12 times via email and web form, I had 50% zero response, 40% useless repetitive responses amd 10% response stating they had emailed the hotel and no reply and then emailed again and the hotel are now refusing so nothing they can do. Said the complaint is now not just the original, lsat night rrfund but also compensation for 12 emails and 6 phomecalls and 4 hours of my time to get that useless respomse. At that point the woman who could barely speak english sakd she can't escalate further. They seems to be no officialco plaknts process with noone taking responsibility.

Booked 14 Apr

On the platform shows free cancellation anytime

When I received my confirmation, I was shock to be charged and when I tried to cancel unable to do so.

1) called booking.com they said is under partner platform they are unable to do anything and got me to contact the hotel

2) contacted hotel they said they are unable to do any changes and asked booking.com to contact them

Both has been pushing around and they kept saying they can’t do anything

I am very disappointed and frustrated. My booking is 6 Oct 2023 where is still a period away from now.

After 11 months booking .com sent an email at 2am ( midnight +2 hours) giving us 6 hours to replace a credit card... outcome was hotel booking was cancelled and hotel never stuck to the contract!

Hotel refused to take a new card and insisted contract stay was cancelled. we called them when we saw the 08.50am cancellation email

so how can hotel cancel within 48 hours of stay but we cannot? seems a little one sided

Beware to everyone before you book a hotel with BOOKING.COM:

I hope you will never experience what happened to me.

Here's what transpired:

Through BOOKING.COM, I booked a hotel in Manila, Philippines at OYO 831 CASA MARIA.



Booking.com, informed me that my stay at Oyo 831 Casa Maria will cost me 8,451.69.

Booking.com said that the total amount due including taxes is 8451.69.

But when I checked in on March 17, 2023, I was charged for more than 10k. I complained but to no avail and I was not given a receipt even if I asked for it.

To elaborate, when I checked in on March 17, 2023, the receptionist wouldn’t accept my credit card because they only accept ” CASH ONLY “. Luckily, I have enough cash with me to pay the 10k plus. And when I asked for the receipt, the receptionist won’t give me a receipt.

I asked BOOKING.COM to please find out why I was charged for over 10k when in fact BOOKING.COM told me that the amount due at checking in is going to be less than 9k.

To my surprise, BOOKING.COM was no help at all and just gave me the runaround.

BOOKING.COM told me that it's my responsibility to deal with the hotel directly when I already told them that I have been dealing with the hotel directly but no avail.

So, there you go, I hope you won't undergo what I've been through.

Sincerely,

Virginia Reyes

Bookings.com refuses to make the name change although airline allows it. Customer service is not cooperating and claiming they tried to change the name and blaming that airline is not allowing. I talked to airline 5 times and getting the same instructions but Bookings.com owns the reservation and refuses to help. Still not sure if I be able to work it out and jump on a plan. I pray Bookings.com will come to senses and help with the situation.

They also would not facilitate a call between me and airline so we can follow the same instructions. I am so stressed out about this thing and will never use this company again.

I booked a hotel via booking.com for brother/wife, as they dont have internet.

booking reference [protected]

Shortly after booking my brother sent me pic of same hotel on your site cheaper so I contacted booking.com who agreed to price match.

They asked for my brother to ask for the money from the hotel if not automatically refunded when they got their bill?

I didnt want them to do this as I was responsible for booking and the booking was directly through booking.com not the hotel.

So we agreed to leave it until after their trip - I was to provide proof of their bill to Booking.com, they agreed to refund £15.70,but they are insisting on paying it to my credit card.

I didnt pay for this hotel via credit card, I paid by paypal.

Paypal tell me booking.com needs to refund via the means of the original transaction and not to give them my credit card details

Secondly I dont want to give my new credit card details to booking.com as the last time I supplied my credit card details to booking.com there was unusual activity on my card and my bank contacted me suggesting I should cancel card.

I have tried numerous times to contact booking.com who keep on asking for my credit card details as this is the easiest way for them to refund.

I contacted their dispute resolutions team twice, last time on 27th March..since then booking.com not responding

what should have been a simple transaction has been made any thing but.

Good Day

We made a reservation in October 2022 through booking.com

This was confirmed by mail, and we contacted your call center who also confirmed this - these records should be available for your perusal and confirmation.

We received a confirmation email before our departure to Cape Town and our flights went without incident on 7 April 2023.

On 9 April 2023, we received a confirmation mail about our flights on 10 April 2023. When we arrived at the Cape Town International airport, we were advised that our flight was only scheduled as per Flysafair for 16 April 2023. Despite the email confirmations of our flights - the airline maintained that we could not fly today as per our confirmation from booking.com.

It's very frustrating to resolve issues through booking.com as any assistance is only provided through emails and the response time does not assist clients who are in dire need.

We could not fly and had to revert to additional flight bookings for eight (8) people as we all were required to return to work.

This is totally unacceptable, and we require that we be refunded for the additional cost incurred due to booking.com who did not make the correct bookings for our return flights.

The obligation was with booking.com to ensure our flights were duly arranged as required and/or paid for.