Booking.com
Reviews and Complaints

My family had a reservation for a bed and breakfast and unfortunately we had to cancel our trip due to a sudden back problem which made it almost impossible for my husband to walk. The bed and breakfast would only allow cancellations within 30 days. We were 29 days out when we tried to cancel. Our reservation was via Booking.com. We reached out to them, explaining our situation and they were able to get us a full refund within 30 minutes! We were amazed! Will definitely continue to use their services.

During our trip to Egypt. I booked two nights with my wife and children from January 13th to January 15th, 2022, in Alexandria, Egypt. @ ***. Then we could not stay in the apartment for more than an hour and left the place immediately to another hotel and the place is not related to the Four Seasons standard at all or even a sole star hotel and it was dangerous to stay there especially during the COVID pandemic. I contacted Booking.com and they refused to refund or provide any assistance. The issues were as shown below:1- The master bathroom is not working and is locked. 2- A very foul smell emanating from the apartment, because of problems with the sewers and the lack of cleanliness in the place. 3- The dining chairs are bad and damaged. 4- The glass window of the middle room is not tight and freezing air leaks from the balcony, which makes it impossible to sleep in the room. 4- Sheets and covers were not washed from the previous person, and there was a hair over the pillows. 5- The bed linen is not clean. 6- The main air conditioning in the entrance is not working. 7- Painting the walls under finishing, sound like they tried to fix the wall but not finished 8- the bathroom doors, do not close and are damaged. 9- The bathroom is not clean and smells bad. 11- The lighting is bad and there are many bulbs that do not work 10- We did not use the kitchen or the beds. Not a pleasant experience for us and we do not want to repeat it and do not recommend it to anyone in the future

I used bdc many times. It was always difficult to get cs on the phone. I was genius 3 level. It means nothing to them. They confirmed a stay for me but the hotel was fully booked. It took 8 international calls to get someone. One cs rep wouldn't allow me to speak with a supervisor. I was told they would reimburse me for the mistake. I booked another place .what a hassle that was as I was already on my trip. Then bdc offered me 20.00. I told them to keep it and I deleted me account. Way too many problems with this company. The ceo is American. He should run his company with guests in mind. It's a travel company.

We travelled to Madrid for holiday and made a reservation at Hostal El Pilar for four nights. The accommodation was prepaid and the terms non-changeable and non-refundable.

However, departing from Cape Town in South Africa, our airline experienced technical problems and cancelled our flight for that day. We immediately advised the accommodation and they reverted, confirming to hold the reservation until 17 September 2023, referring us to the terms and conditions, which we were well aware of. Upon arriving at the accommodation the following day 17:00, we were advised that at 12:00 that day we were classified as a no-show and that the reservation had been cancelled. I.e. 24hours.

Firstly, in an industry where flight cancellations and delays are quite common, one would expect Booking.com and their partners to have accommodating policies in place for such events. Therefore, I was quite surprised that Booking.com subscribes to the policy of the partner that, despite delays/cancellations beyond the travellers' experiences supports the policy of not extending the no-show period for valid reasons. What makes it even more surprising that all this communication was via the Booking.com app. Hence, they have full insight into how the events unfolded.

Secondly, subsequently reading the reviews of the accommodation in more depth, it soon became evident that this was a common occurrence at the Hostal. Both partners happy, double revenue in respect of accommodation and booking fees, whilst the traveller's circumstances are completely ignored.

Their argument that the airline is at fault does not sit with me either. The airline did accommodate us in a hotel and they did fly us out of Cape Town as early as possible the following day, re-routing us via Lisbon to get us to Madrid as soon as possible. Despite all, we were in Madrid at the Hostal 29 hours later.

You be the judge who is at fault. In my opinion, Booking.com, as I have made my reservation on their platform.

I recently made several booking through Booking.com, having supported them for a while now and having obtained a loyalty status that allegedly allows for discounted rates. I recently booked a trip to Turkey and used Booking.com for accommodation and airport transfers. There was a mixup on my airport transfer, because of a system design issue and I was charged for the service, but couldn't use it and it cost be almost 4 times the fee to rectify the issue at the last minute. Customer care was terrible and unhelpful. I had trouble booking the hotel as well and had to book it twice, with one booking being cancelled. It didn't seem like too much of a problem at the time, because when I successfully rebooked, I managed to get a slightly better price. They refunded me the wrong payment and kept payment for the more expensive booking that they cancelled. I had booked another trip through them in December and had made partial payments against a free cancellation booking and decided to cancel everything, because of these issues and it's almost a month after the fact and I have still not been refunded. Zero assistance through the platform and you end up wasting so much time trying to get these issues sorted out.

I have spoken three different times to your customer service and was told each time that I would have a total refund on my reservation confirmation number 2199.008.036 which was supposed to be for red carpet inn, norwalk, ct. 06851 telephone [protected]. I immediately cancelled after checking in because there was black mold on the shower. All three times your customer support spoke to the owner and I was assured that I would get the total rufund and not just half. The owner has lied. I will never use bookings.com again unless you can resolve this issue. This was on april 13, 2023

Customer service by Booking.com is NON service. They repeatedly refused to process the refund from Motel 6 that I already had the receipt for. Even providing that and an additional copy of same from Motel 6 corporate offices wasn't good enough. They claimed 'REPEATED"attempts to contact the property. Turned out to be 3 attempts. 2 hours on the phone, demanding to speak to a manager finally got her to call the property. Suddenly, a verbal confirmation from the front desk person was"enough" proof. Then she put me on terminal hold for over 2 hours!

Hey guys, I just wanted to share my experience with booking.com and their customer service. My family and I booked a vacation in High Tatras, Slovakia for the end of the year. We always use booking.com because my wife is a genius and we trust that they have our back if anything goes wrong. We've used them all over the world and never had any issues, so we never had to test their customer service until now.

We booked a luxury apartment with two bedrooms, two bathrooms, and a large living room because we have two small kids and two elderly parents with us. We also expected some friends to come over for drinks during the end of year celebration. When we arrived at the hotel, they told us that they had a 45m2 apartment with one bedroom and two beds in the living room, which was not suitable for kids and had no space for our parents. According to the hotel rating, this was around three levels lower than the apartment we ordered. The hotel said that booking.com made a mistake and booked the wrong type of room.

I immediately contacted booking.com's customer service, and an English-speaking lady promised to help us either by changing the room or moving us to a different location/hotel. She said she would call back in 30 minutes with a resolution. I was happy that booking.com was responsive and willing to help. However, after one hour, nobody called back, and when I tried to call, the line was always busy. It was getting late, and we needed to move, so we agreed with the hotel to be moved to another apartment, which was far away from the luxury apartment we paid for. During the same night, I wrote to booking.com's helpline chat, expressing our disappointment with their service. They responded around 2 AM, which was an hour after I wrote to them, but we were already sleeping.

The next morning, I called booking.com again, and this time, I reached a serious gentleman who apologized for the issue and promised to solve the situation. He asked for a picture of the apartment to judge if it really did not suit the order we made. The hotel confirmed that we should get another apartment, but as booking.com ordered the wrong one, they had no luxury apartment available for us. The gentleman promised to start communicating with us, but unfortunately, nothing happened in the next two days. I called again, and this time, I reached a Czech gentleman who promised to solve the situation and confirmed that we were right. He promised to call back the next day, but nobody called. On the last day, I called again, and this time, I was very angry because booking.com did not do anything, and we paid for something we did not order. I reached a Czech lady who promised to help and called back with information that someone would call me with a proposal for compensation. Of course, nobody called.

In summary, I spoke with five different people from booking.com's customer department in five days, and nobody helped us. Four people did not call back or write a simple message, despite their promises. The first lady knew that we were in a tough situation with small kids and elderly parents, but she never called us back despite her promise. We never received any call after the holiday.

This was a strong learning experience for us, and we will try different platforms and start direct communication with hotels. Booking.com will only be an alternative for us when the price is too attractive to ignore, but we know that they lack any value-added in terms of customer approach. I am surprised that a company in 2020 can have such low customer service orientation and still be successful. As we called more people from them, it became obvious that the procedures in the company are designed to protect profit but not the customer.

Overall, this was the largest disappointment I have ever experienced with any company.

I recently had a terrible experience with booking.com that left me feeling frustrated and disappointed. I booked a one-night stay at a motel in Barstow, California through booking.com after Christmas in 2023. Unfortunately, the night was extremely cold and the thin blankets provided in the room were not enough to keep us warm. We asked the motel for more blankets, but they refused. We tried to use the heater in the room, but it was so loud and noisy that we couldn't sleep with it on. We asked the motel if we could switch rooms to have a quieter heater, but they refused again. We ended up not sleeping at all that night.

The next morning, I called booking.com to ask for a full refund because the motel did not provide us with what they promised - a comfortable night's sleep. The agent called the motel to verify my story, and they confirmed that everything I said was true. The agent then told me that we would receive a full refund the following week. However, when the refund came through, it was only a small amount and not the full refund we were promised.

I tried to contact booking.com four times to resolve the issue, but each time they promised to call me back and never did. Finally, on the fourth attempt, I reached someone who could help. They told me that they had requested a full refund from the motel, but the manager had denied it. The manager claimed that we did not ask for help during the night, only the next day, and that's why they declined our request for a full refund.

I reminded the agent that booking.com had proof that this email was false and that we had asked for help several times during the night. Booking.com records all phone calls, so they could hear that the motel had not helped us. However, the agent still refused to give us a full refund, saying that the manager had declined it and that it was only our word against the motel's. He also said that booking.com was not a charity organization and that we needed to speak to the motel about the refund.

I was frustrated and upset that booking.com was not willing to help us, even though they had proof that the motel was lying. The agent even threatened me when I said I would tell my story on social media, saying that booking.com was a big company with tools to respond. I couldn't believe it! Instead of treating me with respect and fairness, booking.com treated me like I was the problem.

I had always trusted booking.com to protect and treat their customers fairly, but this experience has shown me that they care more about making money than protecting their customers. I will never use booking.com again and would advise others to be cautious when booking through them.

I worked as a front desk agent for four years, and I have some advice for those who use Booking.com. It is essential to call the hotel to confirm your reservation, even if you received an email confirmation from Booking.com. There have been many cases where the entire city was sold out, and the guest with the Booking.com reservation was nowhere to be found in our system. Even the confirmation number on their email is made specifically for Booking.com, so the hotel has no records of that number. When the customer calls Booking.com, if their reservation was prepaid, customer service seems to assist them by helping them find a room at another hotel (which could be in another city if there is no availability nearby) or they'll offer a refund, but it can take days for them to receive it. If the customer did not prepay online, Booking.com tells them that they will cancel the reservation (which makes little difference given the hotel has no records of it), and the customer is left to fend for themselves.

When you call to confirm with the hotel directly, make sure to also confirm the room type. Guests reported countless times that the room they booked on Booking.com said the room would have X, Y, and Z in it. When it's paid in advance, I can't change the room type to help the guest and have to advise them to contact Booking's customer support. When the reservation wasn't prepaid, I could assist the guest and upgrade them to the room type they assumed they had booked, but it was always based on availability.

Whether it be Booking.com, Expedia, Hotels.com, or any other website that's not paid directly through the hotel, know that PREPAID reservations are challenging to cancel or change. You'd imagine booking a prepaid reservation, needing to cancel, and then the hotel assists you with that while you're there. Unfortunately, hotels have an agreement with 3rd parties such as Booking.com where they cannot alter the reservation dates, prices, or process cancellations when it's paid in advance. Technically, hotels do have the ability to cancel the reservation and make changes at their free will, but by breaching this contract, the hotel is at risk of not only losing the payment from the 3rd party but also all future business with the company as well.

When you prepay, Booking.com does not give the hotel your payment information. Booking.com gives the hotel a different card number, and you could imagine this is a great tool to make sure agreements aren't breached without their knowledge, and if you need to extend your stay, they want a percentage of that sale.

If you need to extend your prepaid stay, the hotel may give you the option to contact Booking.com, or they will ask you for a method of payment for the technically new reservation. For your protection, some hotel systems have added security so workers are unable to create new reservations with old payment information; it needs to be swiped/chipped every single time.

With reservations where you don't pay in advance, the hotel can easily cancel or change your reservation; however, they may have a fee to do so. The good thing is that you don't have to delay your plans by remaining on hold for a Booking.com representative with a foreign accent.

One time, a guest was waiting on hold for an hour, and when he finally got through, they didn't believe he was at the hotel, so they hung up on him and called me at the front desk to confirm. The guest was so upset they hung up on him, and when I told the representative, he claimed it was untrue, and the customer hung up on him, but the customer had the call on speaker, so it was just unprofessional overall. For that specific situation, we had no records of the reservation, and it was not prepaid. Booking.com basically told the guest it was a system glitch, and there wasn't anything they could do because we were booked. I found the guest and his wife another hotel nearby and sent them off with bottled waters and treats, but you could imagine this was NOT the experience he wanted with Booking.com.

The Good Things:
- Sometimes, Booking.com has better prices than the hotel and other competitors online
- You have the convenience to compare and filter hotels
- The ability to book a reservation without providing payment information upfront

Key Takeaways:
- Call the hotel to confirm your reservation
- Get the reservation or confirmation number from the hotel; they're often two different numbers but you only need one
- Confirm your room type

Hotel Tips:
- If you need to change your non-prepaid reservation dates, call the hotel to inquire how much it'd be to change it... Front desk agents have the ability to either lock your original rate or they can populate the price for the new date (which usually costs more). I'm guilty of calling to inquire, hearing the price jump, and then calling the hotel at a later time and speaking to a much nicer agent that locks in the rate so I'm paying the same price;)
- Ask about wifi, breakfast, and pool hours because not every worker volunteers information
- Some hotels provide free toothbrushes, toothpaste, razors, shaving cream, makeup remover, combs, sewing kits, matchbooks, and shoe polish if you ask for it because you forgot it
- If you're a light sleeper, you can request a quiet room or earplugs (they'll give it to you if it's available)

I had a terrible experience with Booking.com. I booked an apartment in Manchester for September 10th, 2016. However, I received an email from the host, James, on June 28th, 2016, informing me that I would be staying in Cambridge Mill instead of the Whitworth Street apartment that I had originally booked. I contacted James several times to find out how I would collect the keys for the apartment, but I received no reply. When I finally spoke to him, he told me that I couldn't stay in Whitworth Street and that I would have to go to Cambridge Mill. I was not happy with this, but he said he would try to find me somewhere like my original booking. After a few hours, the best he could offer me was a hotel in Didsbury, which was a 10-minute drive from my original booking, and he would give me ?40 towards taxis. I told him this was not convenient, but he said that was all he could do.

Two days before I was due to arrive in Manchester, Cambridge Mill had an electrical fault and was not available. Therefore, I had nowhere to stay. After several phone calls to Booking.com, I was issued a refund of ?260 from James (Stunning City Centre Apartment), which was what I had paid for the apartment. Booking.com then advised me that I could book another apartment, but the prices were really high because it was so late in the day. So, I was advised by Booking.com to request to book an apartment through Airbnb, which I did on September 8th, 2016. They also agreed to pay the difference between the original cost to me of ?260 and the cost of the new apartment that I booked. They replied to me on September 9th, 2016, and we finally had somewhere to stay.

On the morning of September 10th, 2016, just before I was setting off for Manchester, I got a call from the host at Airbnb to advise me that the apartment was no longer available. I then made another booking through Booking.com for Stay Central Serviced Apartments in Chapel Street, Manchester, at the cost of ?374. When I arrived at the apartment, the host asked me for ?374 in cash as their card machine wasn't working. I advised them I didn't have ?374 in cash and they already had my card details so they could debit my card when their machine was working. This was not acceptable to them. After another phone call to Booking.com, one of their representatives, Luke, advised me I could go elsewhere and book into a hotel. I went to the Premier Inn and booked and paid for three rooms amounting to ?432.45.

I then received a call and email from Booking.com confirming that the booking for Stay Central Serviced Apartments had been cancelled and there would not be any charge. However, yesterday my credit card bill came, and I have been debited ?374 by Stay Central. I have tried to contact them, but they didn't pick up, so I had to leave a message. Therefore, I now have to pay ?806.45 to my credit card company so I do not incur any interest, which is a lot of money considering my original booking was ?260. I have sent copies of invoices from Premier Inn by email, which Booking.com hasn't responded to. I refuse to ring them as, in total, I have spent nearly three hours on the phone to them already trying to sort this out.

What was meant to be an amazing weekend with friends to celebrate my 40th birthday turned into a disaster. It's been a very upsetting time. I feel the aftercare by Booking.com has been very poor. I should not have been made to find my own replacement accommodation to begin with. I would like a full refund for the Premier Inn booking and also believe we should be entitled to compensation. I also want Booking.com to refund my ?374 from Stay Central Serviced Apartments immediately as they have committed fraud. I will never ever use this site to book again, and I will encourage all my family and friends not to. Please share as many times as you wish! Please also stay away from Stay Central Serviced Apartments!

I used to book all of my leisure and business accommodations through Booking.com. However, after my recent experience, I will not be using this booking agency again and I cannot recommend it to anyone.

The agents in the call center were incompetent, rude, and not very helpful. The guarantee that the rates are the best rates that one will find is not true, and the policy that you will refund the difference if there is another agency that has better rates than Booking.com is a hoax.

Last week, my wife and I decided to celebrate our wedding anniversary at Sun City. We had two options to book with our Holiday club credits or to book via Booking.com. We chose the latter. I went online to search for accommodation using Booking.com and made the booking at the Cabanas Hotel at Sun City Resort, and paid R3956.

While searching online for activities to do in and around Sun City, I came across the website http://www.go2africa.com/ and saw they advertise accommodation as well. Fully knowing that Booking.com guaranteed that they offer the best price, I ignored the advertisement and went ahead searching for activities. I then read that on a Tuesday they have a whiskey tasting evening but I have already made a booking for Wednesday April 20 Friday April 22. I realized we are going to miss it, so I thought maybe we should book an extra night that includes Tuesday April 19. Imagine my surprise when I saw that Go2Africa are way cheaper than Booking.com. So I went ahead and typed in April 20 April 22. And then I got a shock. R2140! I just paid R3956 at Booking.com. I immediately emailed Booking.com, telling them I found exactly the same accommodation with lower rates than that what I just paid at Booking.com.

I emailed Booking.com on Thursday April 14, 2016. Friday late afternoon, Booking.com has still not phoned or emailed me any reply. So I phoned the call center and spoke to one of the agents. He admitted to receiving my email. Why hasn't Booking.com followed up on my email with the other agency? Why haven't I received any communication from Booking.com regarding my inquiry?

The gentleman that I spoke to (Zaijneb) went and checked the link of the website that I have forwarded containing the evidence that the rates are a lot cheaper than Booking.com and agreed with me on the price on the website that it stated clearly R2140 for the exact same accommodation. And then he told me that he is not sure but he thinks that they have not included taxes. And if I add the taxes of 14% and the amount of R2140 it will be much more than Booking.com. Now if you add 14% to R2140, you get the total amount of R2439.60. Still way cheaper than Booking.com. Anyway, he told me to go and find out if the total amount includes taxes.

I then emailed the agency Go2Africa and inquired about the costs of the accommodation. The agency emailed me back and assured me the following:

Sun City Cabanas Hotel
Dates: 20 22 April 2016
Room: 1 x Standard Twin Room with shower can accommodate 2 adults

Daily room rate from: R 1 070.00
Total for 2 nights: R 2 140.00

The amount below is what you will pay, it includes Tourism Levy as well.

Rates include the following: Breakfast at the Palm Terrance Restaurant, entrance to The Valley of the Waves, and a complimentary shuttle service within the resort to the various hotels/activities.

I then forwarded the email to Booking.com. No one at Booking.com contacted me. Today I made a follow-up call and spoke to another (very unhelpful) agent. She opened my communication that I have sent to Booking.com and went to check on the link of the accommodation that the other agency (Go2Africa) offered. She told me the price on the website has changed and it is not R2140 anymore. She then told me the policy is not valid. Because the amount displaying today on Go2Africa is much higher than the amount I paid at Booking.com.

I was very upset because no one from Booking.com communicated with me from Thursday, April 14, either via calling or emailing up until today when I made contact again. The agents aren't helpful at all, they didn't even go to check whether the other agency has a better price. Zajneb, the agent, can't do math and assured me that 14% adding to R2140 equals much higher than R3956.

My first communication regarding the better offer I found was on Thursday and not today. I told Booking.com on Thursday that I found a better offer. I also told them on Friday. The agent agreed with me, but told me he THINKS (not know) it doesn't include taxes, and that I must go and make sure and phone back with the proof. Well, I did. I went and emailed Go2Africa and I forwarded the proof to Booking.com.

The Booking.com agent I spoke to today went and checked and told me the price on the website is much higher today than Friday. But the thing is I already contacted Booking.com on Thursday. My first contact was on Thursday and not today. So the rates that were on the website on Thursday, April 14, and Friday should be valid. Today was a follow-up (because none of the agents communicated back to me), so today's costs should not be brought into account.

The agency Go2Africa clearly states in the email (which I forwarded to Booking.com) that the amount of R2140 is still applicable and is inclusive of everything. When I requested to speak to the supervisor, the agent at Booking.com refused. She upset me when she told me that the agent I spoke to on Friday afternoon (Zajneb) said that the amount displayed on the website of Go2Africa was more than the amount I paid at Booking.com. Indirectly, I was called a liar. I was furious because he agreed with me on Friday that the amount is R2140 but he THINKS (not know) it doesn't include taxes. I told your agent that all phone calls must be recorded, thus Booking.com should go and replay the phone conversation between me and the gentleman. She then told me it can't be done.

Now it seems to me that Booking.com will use as many excuses as they can find to bypass the policy that they so eagerly advertised. Best price guaranteed, what a misleading statement!

I recently had a bad experience with Booking.com. While I did eventually get my cancellation, it was a hassle to deal with. I highly recommend taking a screenshot of everything when using this site, just in case. In my case, I had booked a hotel that was listed as having free cancellation and a choice of smoking or non-smoking rooms. However, when I called the hotel to cancel, they told me that they had been non-smoking for years and that they had a free/no charge 24-hour cancellation policy. I showed the manager proof of what was listed on the Booking.com site and he was able to cancel my reservation right away. He was not happy about the situation, to say the least.

After doing some digging online, I found out that when a reservation is paid for with a credit or debit card, it is processed by eNett International USA, LLC (for cards issued in the United States). It's important to note that by making a reservation with a supplier, you are agreeing to their cancellation and no-show policy, as well as any additional terms and conditions that may apply to your visit or stay. These policies can vary depending on the room type and the supplier, so it's important to read the fine print carefully before making a reservation.

If you need to review, adjust, or cancel your reservation, you should refer to the confirmation email and follow the instructions provided. Keep in mind that you may be charged for your cancellation in accordance with the supplier's policy, or you may not be entitled to any repayment of any prepaid amount. Late payment, wrong bank information, or insufficient funds are your responsibility, and you may not be entitled to a refund unless the supplier agrees otherwise.

It's also important to communicate with the supplier if you have a late or delayed arrival on the check-in date, to avoid cancellation of your reservation or room or a charge of the no-show fee. Booking.com does not accept any liability or responsibility for the consequences of your delayed arrival or any cancellation or charged no-show fee by the supplier.

When completing a booking, you agree to receive emails from Booking.com with information about your destination and offers relevant to your reservation and destination. You may also receive an email after your stay inviting you to complete a guest review form. Booking.com is not responsible for any communication with the supplier on or through its platform, and cannot guarantee that any request or communication will be received or complied with by the supplier.

In conclusion, while Booking.com can be a useful tool for booking travel accommodations, it's important to read the fine print carefully and take screenshots of everything to protect yourself in case of any issues. Communication with the supplier is also key to avoiding any cancellation or no-show fees.

I had a really bad experience with Booking.com and I think it's important for other suppliers to know about it. This company treats its suppliers terribly and I don't think it's fair.

It all started when we had an overbooking. Guests arrived for a 2 night stay and we knew nothing about them and we could not locate any booking email. Unfortunately we were full for the weekend and could not accommodate them. We therefore looked up alternative accommodation on Booking.com, so that it would still get its commission, and found another nearby property that had a vacancy, but at a slightly higher tariff. It also provided breakfast which we don't as we are a self-catering property. The guest agreed to the accommodation and price and so I rang and personally spoke to a Booking.com operator who agreed after consulting the guest to transfer the booking to the other property. The guests were satisfied, and left to go to the other accommodation.

Booking.com then tried to charge me commission, despite putting through the new booking to the other property and charging them commission as well. I complained about double dipping and they finally reversed the charge to me.

Then I received an invoice from Booking.com for the $55 extra tariff that the guest had to pay, despite the fact that they had agreed to pay it. If we were to be charged the extra $55 then the operator should have clearly told us so at the time. In such a case I would have booked cheaper alternative accommodation elsewhere. I'm not in the business of shelling out $55 for nothing! I don't know why they have taken this stance, as they earned extra commission on this booking because the tariff, agreed to by the guest, was $55 more than they would have otherwise got. I have refused to pay their invoice.

Not long thereafter we received a 4 night booking email from Booking.com for a guest to arrive the same day on behalf of an Italian Travel Agent with no individual name specified. We thought this was a bit strange, but as these are confirmed bookings, and came via an official Booking.com email, we had to accept it. The email provided AMEX credit card details for payment, however as we don't accept AMEX we tried contacting the guest for an alternative credit card. The phone number given and the email address did not work. We then looked up this company on the Internet and could find no reference to it, and the address that was provided did not exist.

We were full for the first two nights of this booking and felt that we couldn't just cancel it, as the guest may well just turn up. In the meantime we turned away two other inquiries for the first two nights of this booking in the same unit. It became more obvious that this might be a fake booking. Naturally, by the end of the night, no-one turned up and we had no option but to cancel the booking. Unfortunately in the meantime we had lost the opportunity, and income, to book the unit to someone else. We notified Booking.com and lodged a complaint about the fake booking.

After I had warned other operators in my local area, I received a phone call from another property advising that they had just received three fake bookings!

One of the first suggestions that I made to Booking.com was that they should have performed a simple credit card test at the time of making a booking. Booking.com asks suppliers to list what credit cards they accept on it's website, but then they just allow the guest to enter details of a card that is not actually accepted. In this case, had the guest not been able to make a booking using AMEX, the fraudulent booking may not have come through and we would not have lost the income that we did. Of course the credit details would have most likely been fake as well, or it was a stolen card, however Booking.com does no credit card checks.

So what did Booking.com do? They issued me with a termination notice for daring to criticise their procedures and making suggestions for improvement! Their only argument was that their terms and conditions state that every property must accept AMEX credit cards. I felt they had no right to demand that properties take a specific type of credit card. I wondered whether they were getting some sort of kick-back from AMEX.

I therefore decided to do a bit of investigation and found that, of the 140 properties listed on Booking.com in my local area alone, 67 (or 48%) do not accept AMEX credit cards! No doubt this statistic could easily translate to all other properties in Australia, let alone the world. It was impossible for me to agree to Booking.com's contract conditions in the circumstances. So if they were going to terminate my listing because I didn't take AMEX, then they should do likewise for every other property in the world that also doesn't accept AMEX.

In any case they obviously allow properties to transact without AMEX as evidenced by the banner on the booking page for my property warning guests that this type of credit card is not accepted, and the fact that their Extranet requires properties to indicate which credit cards they do accept and which they do not. In any case the warning would have little influence on hackers. A simple test at the time of a guest booking would easily solve this issue. Instead suppliers have to go the trouble of trying to contact a guest to get another credit card. Why they can't see that is simply beyond me. They steadfastly refused to change their process.

One of their junior employees in Australia then advised me that this particular booking was legitimate and they had other bookings from this same "Travel Agency", even though he had done no checks of his own to see if it was in fact a real company/travel agent!

There is obviously a problem with Booking.com's business model. As they don't take any funds from the guest, all the risk is on the supplier.

After further representations from me they eventually reinstated my property.

When they continued to chase me over the unpaid $55 invoice for the overbooking, I decided that, as I had lost money on the fraudulent booking, I would invoice them to recover my costs. I therefore sent them an invoice for the same amount of $55 which was just a token amount of compensation for the 2 nights lost income that I could have received had I not kept the reservation for the fraudulent booking. Needless to say they have ignored this invoice which is now accruing interest on a monthly basis.

Of course the sensible thing to do would be for both of us to cancel our $55 invoices and call it quits in the interest of good customer service. But that's a bit too much for a company like Booking. Com. They have now suspended me again for non payment of their $55 invoice, whilst at the same time ignoring my own invoice!

Stupidity reigns supreme at Booking. Com!

I recently booked a Penthouse through Booking.com on Oct 19, 2022. The booking was priced at a very low rate of $359 per night in Las Vegas, which I thought was a great deal. However, I soon realized that this was not the case. The listing for this booking was called Luxurious Las Vegas Penthouse Balcony w/ Jacuzzi, and it was advertised as a new property trying to drum up customers.

On the evening of my booking, I received an email from the supposed owner of the property with an address to pick up the key. When I punched in the address to my map, the first address that came up was a Chevron Gas station. When I asked for the address to be verified, the next address was a two-story private home. I found this to be odd, as I was expecting to check in at the Penthouse itself.

The next morning, I contacted Booking.com after being hung up on twice when I asked if these properties were verified to ensure this was not fraud. The third person I spoke to assured me that they verify the owners of the properties. I asked the booking representative if they were sure that these properties were in fact owned by the people who were listing them, and they again confirmed that they verify the property owners.

However, I was still feeling uncomfortable about the situation and requested a refund so that I could book with a different listing. Unfortunately, I was told that the booking was nonrefundable. I was surprised that the safety of the customer was not a priority, given the strange circumstances surrounding the booking.

The booking representative put me on hold and called the property owner, as there was also an issue with check-in. The owner had sent me a message saying that I could not check in until 4pm, which was later than the typical check-in time of 1pm-3pm. The representative got back on the phone with me and said that the owner was fine with me checking in between 2pm-3pm.

I was given the owner's phone number, which I called. A man named Joshua answered and explained that the address given was a mistake by Booking.com. He sent me an email through Booking.com that said to meet him in the lobby of the Palms Palace Casino Hotel at 4pm. When I questioned the 4pm check-in time, he told me that the maid he had would still be there cleaning from the night before, which was why the check-in was so late.

Despite my reservations, I agreed to meet Joshua at 4pm. However, when I arrived at the hotel, Joshua's phone was turned off and he did not respond to my texts or calls. I went up to the front desk and spoke with the hotel manager, who informed me that I had been scammed. No one by the name of Joshua owned any of their Penthouses, and the pictures on Booking.com did not match their actual Penthouses.

The property manager advised me to file a report with the hotel and call the police, which I did. While waiting for the police, I called Booking.com to inform them of what had happened. After a long conversation, they agreed to help relocate me to a new room. However, when they called me back, I was asked to give my password and credit card information to a man claiming to be from Booking.com.

Realizing that something was wrong, I hung up and called Booking.com again. They informed me that they had never called me back because they had spoken to the supposed owner, who had told them that I was checked into the Penthouse. Despite my protests, they took his word for it and did not call me back to verify.

I was left without a room, out of money, and dealing with fraud on my personal card. Booking.com still had not refunded my $359. I eventually received an email from Booking.com stating that they had found a new location for me, but it would cost an additional $350. I was outraged, as they had already charged my card and had not refunded my money.

I contacted American Express, who refunded my money and filed a fraud report. The police informed me that this was internet fraud and that I needed to file a report with the FBI, which I did. I am now meeting with an attorney to discuss further action.

I am sharing my story to warn others about the dangers of booking through Booking.com and other similar companies. They do not prioritize the safety of their customers and are not diligent in verifying the properties and owners listed on their site. This could have been a much worse situation if I had been a lone woman, and I do not want anyone else to go through what I did.

at!

I recently had a terrible experience with Booking.com that left me feeling violated and let down. I was charged nearly $2000 for two hotels that I did not book, check in, or stay at. To make matters worse, I was staying at other hotels during the same nights that I had booked through the same app. How is it possible for me to be staying at two places at once? This platform needs to have measures in place to protect its valuable customers from being scammed out of their hard-earned money.

My troubles began when I made a booking at the Burrard Hotel from March 23-25. I then extended my stay from March 25-28 through Booking.com, only to be told upon arrival that the 25th was sold out and I had been double-booked. This caused a lot of confusion and ruined my whole week as I struggled to find another dog-friendly hotel. I was even homeless for a night on the 25th. I then made a separate reservation for March 26-28, but was told by the hotel front desk that I was no longer welcome due to the confusion caused by Booking.com's double-booking. This was not my fault, but the negligence of Booking.com and the lack of communication between them and the hotel.

My fiancé, two small dogs, and I were put out of the hotel lobby in the rain on the 26th and told we were no longer welcome at the hotel, even though we had a confirmed booking reservation through Booking.com. This caused us to be homeless once again for a night. Now, three hotels later in the same week, Booking.com has charged me an extra $2000 for hotels I did not stay at. This is unacceptable and I will be bringing this to the BBB.

To make matters worse, I booked a night stay at Hotel Paradox through Booking.com, which went well. We checked in and spent a night, and decided to extend for one more night through the hotel. However, when we went to charge incidental to our visa card on file, we found out it was maxed because Booking.com had taken money from hotels we never stayed at, including Hotel Belmont for $250 and Pinnacle Waterfront for $1500. This meant we could not settle our bill for in-room dining, nor could we make the pre-authorization for the second night stay. We ended up on the street again with nowhere to stay.

To make matters even worse, because it was a Friday night and the banks were closed, we couldn't settle the incidentals and the hotel was holding our luggage with thousands of dollars of designer clothing inside to be transferred to the next room. When I said I was leaving and wanted my case, they said they couldn't give it to me and were holding it as collateral for the incidentals of $500. This is unacceptable and I want Booking.com to pay for the incidentals to have my luggage returned to me today.

I feel violated and let down by a company I have been using for more than 15 years. Not a single ounce of sympathy, empathy, compensation, or even solutions were thrown my way. I want refunds for Hotel Belmont and Pinnacle immediately, and I want Booking.com to contact Hotel Paradox and apologize for me not being able to pay my incidentals and take back my luggage as it was being held against my will as collateral. This is the second time in a week that Booking.com has made me, my fiancé, and all our belongings homeless for a night due to their negligence and lack of empathy for their customers when it comes to accommodations. I'm sick to my stomach of this situation, not only being left without a place twice in a week, but also having to leave a hotel with only the clothes on my back as the hotel refused to give me back my belongings until I paid the incidentals. All of this is because Booking.com charged me over $2000 for hotels I did not book nor stay at.

bedrooms, a living room, and a kitchenette. I was hesitant, but at this point, I just wanted to salvage the holiday. Maria assured me that this was the best solution and that I wouldn't be disappointed.

When we arrived at the new hotel, I was pleasantly surprised. The rooms were spacious, clean, and had a beautiful view of the mountains. The staff was friendly and accommodating, and we were able to enjoy our ski trip without any further issues.

Overall, my experience with booking.com (http://booking.com/) was a rollercoaster ride. While I appreciate Maria's efforts to resolve the issue, the lack of communication and misinformation provided by other agents was frustrating and stressful. It's important for companies to take responsibility for their mistakes and provide timely and effective solutions for their customers. In the end, I was able to salvage my holiday, but it was a bumpy road to get there.

On Oct 19,2022, I booked a Penthouse with Booking.com. This booking showed they were new with booking so that is why I thought it was such a low price, trying to drum up customers etc. The Penthouse was priced at 359.00 per night in Las Vegas. The listing for this booking is Luxurious Las Vegas Penthouse Balcony w/ Jacuzzi. That evening I received an email from the so-called owner of the property with an address to pick up the key. When I punched in the address to my map the first address came up to a Chevron Gas station, when I asked for the address to be verified the next address was a two-story privet home. I thought this was odd, why would I not be showing up at the Penthouse to check in? The next morning, I contacted Booking after being hung up on twice when I asked if these properties were verified to ensure this was not fraud, the 3 person I got told me absolutely they verify the owners of the properties. I asked the booking rep are you sure these properties are in fact owned by the people who are listing them, again yes we verify the property owners. I told the rep I was not feeling comfortable about this and would like to do a refund so I could book with a different listing, I was told no this was nonrefundable. Now with the weird stuff going on you would think the safety of the customer would be a priority. The booking rep puts me on hold and calls the property own, because we also have an issue with check in. The so-called owner sent me a message saying I could not check in until 4pm, this is late for a check in and I had also said most check in times are between 1pm-3pm. The rep gets back on the phone with me and says the owner is fine with me checking in between 2pm-3pm. I was given the so-called owners phone number which I call. A man answers and says his name is Joshua, he explains the address that was given was a mistake by booking, he sends me an email through booking that says to meet him in the lobby of the Palms Palace Casino Hotel at 4pm, when I questioned the 4pm check in he tells me the maid he has will still be there cleaning from the night before that is why the late check in, even though he told the booking rep it was not a problem to check in between 2-3. He also tells me he is the owner of the Penthouse, and the reason he has to meet me in the lobby is because he is the only one with a key. I told him I would call him at 4 or close to it when I was near the hotel so we could meet for the key. I was still feeling uneasy about this but booking refused the refund and assured me they vet the property listings/owners to make sure everything is legit. 3:20 I text Joshua I was 25 min out, and should I pull up at the valet parking? No response. 3:45 I call the number given; the phone is now turned off. Now I am panicking. I arrive at the hotel and Joshua's phone is still off and no response. At 4pm I went up to the front desk and ask to talk with the hotels Manager. He comes out, I show him my booking and the message from Joshua the so-called penthouse owner, I also show him the booking.com listing for the Penthouse. The property manager proceeds to tell me I was just scammed. First no one by this name owners our Penthouses, also the pictures that are on Booking aren't even their penthouses. They look nothing like what is being advertised. Also, their Penthouses rent for 3500 per night. I now have to fill out a report with the hotel because now there is fraud involved with this hotel, they are advising me to call the police which I do. While waiting for the police I call booking and tell them what has happened. After the long bull of "I'm so sorry this happened to you, I will help you fix this" I'm then told they are going to help relocate me into a room because we are now with no room, and Vegas is mostly booked do to 4 concerts going on this weekend. Here is where it gets fun. I was told by the booking rep they would contact me back in 30 min, but they do need to contact the so-called property owner. 15 min later I get a call from a man who says he is from Booking and needs information to get my booking refunded, unfortunately their having problems with their system and he cant see my profile/booking so could I give him my password so he can log into to see it. I'm believing this is in fact a booking rep because they were supposed to call me back within 30min to get me taken care of. I give it to him. He then asked me to verify my card number I used on booking to book the Penthouse, again I give it to him. When it downed on me something was wrong is when I asked for a ref number, he couldn't give me one, then I asked his name, he would only give me his first name, but them when he asked me for the 3 digit code on the back of my Amex card, any one who works in accounting and deals with credit knows Amex numbers are 4 and not on the back of the card. I hung up and called booking right back. This has now been 45 min since my first call to booking. I was then told they never called me because they called the so-called owner who in fact answered his phone and told them I was checked into the Penthouse. Instead of booking calling me to verify this, especially after just telling them I spoke to the manager of the Hotel and this was fraud and the police were on their way, they took his lying word and never called me back. I looked at my phone from the guy who supposedly called from book, and the call was from Quebec, when I called the number now this phone is off and taking no calls. Guess who just called me, the guy who was scamming me from the very beginning. I told Booking all of this, and now I'm in tears because I just gave this person my card information etc. Now booking has still not refunded my 359.00. I finally get an email from Booking after calling yet again to see if they found us a new location. I am then told yes, they did, it will however cost me an additional 350.00. Now remember booking has charged my Amex card which has gone through not pending, and they already have 359.00 of my money. I have driven from Washington State to Vegas, out my money, no room, and have had a person continue to committing fraud with my personal card, info etc. Now I'm told I will be putting out an additional 350. I blew up and told them to return my money, however I just spoke to Amex who is refunding the money and filling a fraud report as well. The police finally come and tell me this is internet fraud, so it must be filed with the FBI. Which has now been done. I know this is long, but I wanted you to know what has happened and how booking can not be trusted to put the safety of their customers first. This could have been solved and delt with that morning when I originally called, but no the rep was adamite the money was nonrefundable and even though all of this was unusual, and the customer felt uncomfortable it didn't matter as long as booking got their money. All of this was totally avoidable.

I want you to think of this, what would have happened had this been a situation where it was a lone woman who was told to pick up the key at some random place, and a rep from booking reassured her they vet these so-called owners of these properties, so everything was ok, but they were not refunding this person's money even though the person was feeling unsafe. Is this a company you really want to keep in business? And trust to keep you safe from online financial fraud, and safe from Physical harm all so they can make money? I am going to make sure booking does feel the sting behind this terrible act. I am putting my story on every media outlet I can. I am going to send this story to anyone who will listen, I have filed a report with the FBI, I was told this happens more times than not. Especially with companies like booking and air bnb. I am also meeting with a Attorney on Monday, if anything else comes from this person getting my info, and now having to call all my card companies and change all my cards, pin numbers etc., if anything happens to my identity because of their lack of due- diligence I will hold booking 100% responsible for it all moving forward. I also have filed an FBI report on file. I have spoken with multiple people in regards to this. I'm making sure this doesn't happen to another person.

What do you think I should do to resolve this situation?
In the last few months my ff and I have been planning a ski trip. A couple of months ago, a few of her friends decided to
Join us, and so our budget changed. Excited, we decided to go to Avariaz, a village in France.
We found a hotel called L'Amara, owned by Pierre & Vacances*** (http://www.pierreetvacances.com/gb-en), offering apartments of difference sizes of 2,3 and 4 bedroom.
Looking for the best price, we found the same 3 room apartment on booking.com (http://booking.com/), and booked it, no before booking our flights to Geneva, all excited for the holiday.
That's where the good part ends.
It wasn't a couple of hours later when I found that the 3 room apartment, is in fact not exactly a 3 room apartment. It was a 2 bedroom apartment, with a living room. Horrified, but not to worried, assuming booking.com (http://booking.com/) is a large and responsible
Company, I called them and asked what to do. I was wrong. Booking.com, initially admitted that the description was wrong,
But jumped on the opportunity to try charging me a cancellation fee, but also said that they would contact the hotel, because it's ultimately "the hotel's fault", and see what can be done. "You don't need to cancel it, we'll sort it out", they said. "We'll contact you back tomorrow".
And I believed them. Nobody called the next day.
I called again, and asked about what happened, but nobody knew, and so I had to tell them my story again. Erdem, the agent, said he would contact the hotel right away and ask them to provide us with the actual 3 room apartment, but a few minutes
Later, he said there were no 3 bedroom apartment available, but that the hotel would "help" when one becomes available.
Since I didn't know what "help" actually meant, I asked for clarification. Erdem, then promised to investigate this and call me back the next day.
Erdem never called. And so this time I had to call again, and go through the story in the third time. Francisco this time,
Went through the same conversation with me. A 3 bedroom apartment wasn't available, so he would get the hotel to provide us
"Don't worry, we will fix it". He stated.
Francisco, again, never called, and I was seriously running out of options. 5 days have passed, and nothing has been resolved, either way, except a lot of money taken out of my account.
I called again, asking to speak to Francisco, but nobody seems to have found him. Telling the story again wasn't something I wanted to do, but I tried, again, only to be rudely spoken by another adviser claiming none of this have ever happened.
Feeling I had no choice, I contacted booking.Com's PR office and complained. An email came through stating they are sure this would be solved.
I wondered what the law had to say about it, and obviously booking.com (http://booking.com/) as any other company or even a travel agency, must take full responsibility for its words and advertisements, so what David said was just a "small lie" in his mission to wear me out. I didn't agree with David, and after an intense conversation, David, finally agreed to investigate the option of providing us with another room and call the next day, regardless or progress, just to ensure I don't have to call again and explain things, one more time.
David, did not call until 6:00pm and I was getting worried. I called booking.com (http://booking.com/), and spoke to another agent, who explained that there was a chance David was actually coming late. I then actually apologized and asked the agent not to message him.
If David was going to actually call, I wanted it to be genuine and not make him feel I was judging him based on his friends. The agent promised not to message him.
Less than 60 seconds later, David calls, pretty angry. Angry? Yes. He was annoyed that I called asking for him, when he was "going to call", and I found myself defending myself explaining why I called, instead of actually looking for a solution to the mess they created.
David, never called again, but Blunt, another agent, did. Ba lint's English wasn't very good, which was acceptable. His customer service skills were even worse, what was unacceptable. I picked up the phone and the first thing he said was "Hello, it's Blunt, you asked to speak to me, what did you want". I wasn't sure who I spoke to and asked for clarification. Blunt continued: "Hello, it's Blunt from booking.com (http://booking.com/), you asked to speak to me, what did you want?".
I don't remember ever asking to speak to him, but I assumed David asked him to call even though he never mentioned that and said he would speak to his managers. Blunt, even though he stated David asked him to call me, denied any of what's already been agreed upon. Not only that, Blunt continued and claimed that none of the information I was given was misleading, even though so far, the agents I spoke to, agreed, even though all of them promised to call and didn't. Is that not misinformation?
Blunt went further and accused me of lying. At that point, I felt so disrespected, I refused to speak to him further.
I then contacted the BBB, and complained. The next day, Maria, a soft spoken agent contacted me. Maria stated that she understood how the way the hotel was described was misleading and explained she would solve the issue, and myself, very frustrated, after hours on the phone and every day stress, wanted to believe.
Within a few minutes, Maria claimed she had a solution, by moving us to another hotel in the same category into a real 3 bedroom hotel. I was so excited! That didn't last for long. It turned out Maria didn't bother checking where the hotel was. 150 miles from the original resort, we already had purchased ski passes for. I genuinely thought she wanted to help. My red lights hadn't turn on yet, and they should have. This would have been yet another example of how booking.com (http://booking.com/) agents provide customers with the wrong information, but yet Maria was shocked and found it hard to understand. "But it says Avoriaz" she said. I think she was using booking.com (http://booking.com/)'s website - where the top results are the actual place, but as you scroll down, additional hotels are available.
Moving on, Maria promised to investigate further once again the option of either getting us a 3 bedroom apartment or an additional room in the original hotel.
It didn't take a few hours, and Blunt, the previous rude guy, emailed me stating nothing would be done for me and that since he noticed I spoke to Maria, he is also emailing on behalf of her. And yet booking.com (http://booking.com/)still claimed to be consistent and responsible, not to mention, sensitive.
I called Maria the next day. Maria explained that there was an internal battle between her and Blunt on who owns this case. Great. Now, not only that my holiday is ruined, not only I have already spent hours on the phone. Not only I was very stressed, now there is another obstacle, and at this point I was wondering whether this was real, or maybe another shady attempt to get rid of me, like David's. And I have given them my credit card details!
Maria and I spoke almost every day since then for about a week, every day, the same stressful conversation, every day, me chasing her up, every day, promises, the next morning, claiming promises were never made. At one point, Maria even claimed she never stated that the information was misleading. Talk about trusting these people.
After a while, Maria claimed she had another solution of putting us in two rooms at different hotel in a lower category, for the same price. Each apartment, she claimed, would have 2 bedrooms. I wanted to see the hotel, and Maria gave me the details: Electra, Avoriaz. Happy (almost) I went looking for the hotel. The description actually said 1 bedroom, one alcove. Not sure what an alcove actually meant, I looked it up. It turns out that an alcove, is actually a corner with a bed, and not a room. Frustration was not a word I that could describe how I felt. Why am I surprised though, it's not like any of these people have bothered up until not to make sure information they provide is correct. I called Maria, who still argued that an alcove meant a room.
At that point I contacted the Office of Fair Trade. I was told that:
A. David was lying. booking.com (http://booking.com/) is fully responsible for what's advertised on their website.
B. Booking.com is also responsible for their statements, regardless of whether it was advertised on the website or given by phone.
C. Because of the loss of time and bargain, which means they just wasted a lot of time and as a result I have no alternatives, they need to provide me with an alternative I would be satisfied with.
I then informed Maria, who in a shady move, immediately offed a very small compensation for this. This again wouldn't solve our biggest issue - where to sleep, and whether we're going to have privacy, which we have paid for, and a lot.
I then emailed Maria informing her what I thought, and cc'ed it to the CEO, who infarct, had been receiving my emails, but choosing not to respond. Too busy for customers or maybe just hiding under the table until the storm is gone.
I also contacted Pierre & Vacances*** (http://www.pierreetvacances.com/gb-en), hoping they would have different standards of business conducts. I was wrong, again. Pierre & Vacances*** (http://www.pierreetvacances.com/gb-en) charges paying customers to call customer service. So If you paid and something went wrong and it wasn't your fault, you still have to pay them about 0.5 gbp a minute, almost a dollar a minute, for the honor of speaking to a guy, who is rude. Rude? Yes. I called and first asked if I could have the regular number. "We don't have a any". That wasn't right. Every premium number has an regular number behind it. An honest honest would have been "I am not allowed to give it to you". At least. I then explained that this was a long story and that I had already paid for the room. Mr agent didn't care. "You don't have to talk to us then" he said, and hung up. I take it Pierre & Vacances*** (http://www.pierreetvacances.com/gb-en) does not offer customer care training.
Meanwhile, someone else took over my case. Viktor, Viktor claimed he would sort it out and speak to the hotel. Meanwhile, I had no choice by paying this premium line in a desperate attempt to have someone to sleep. Here's what I found.
Tim, the Pierre & Vacances*** (http://www.pierreetvacances.com/gb-en) agent, agreed that the information was incorrect and promised to resolve this and call me directly. Tim, however, never did, and when I tried calling again, I was treated like a second class citizen.
"You paid through booking.com (http://booking.com/), so we don't care. Go talk to them". Funny enough they have no problem taking my money, even for this call. I am paying you, even just to speak to you, and so why wouldn't you make an effort to resolve this? The truth is, they don't care. Maybe if I spoke French?
The story continues on, to misinformation between booking.com (http://booking.com/) and Pierre & Vacances*** (http://www.pierreetvacances.com/gb-en). Booking.com claims they have spoken to the hotel and the hotel claims none of this ever happened. A few more agents hang up on me. But the result?
Failure. Nothing, has been resolved. Yesterday Victor gave me an ultimatum on either taking his alternative or lose everything. What was the alternative? Take the 2 rooms in the other hotel in the lower category for the same price with the additional small compensation. I got to the point where I wasn't even thinking straight because of the stress. I agreed, and it turned out this was another misinformation. The compensation was actually to pay for the different between the price of the hotels (the lower category one actually cost more) and I had to commit to almost 3,000 gbp (having both reservations booked) before anything is done. Currently, I don't know what the the situation.
Over 15 hours on the phone (logged) A giant phone bill, rooms more expensive than the original adversed but not as good, not to mention the stress that has physically affected me, and how unexcited I am for this holiday that turned into a nightmare. This is the experience I am getting in return for over 2,000 USD of my money.
Pierre & Vacances*** (http://www.pierreetvacances.com/gb-en), even though they received a lot of my emails, never bothered doing anything and today told me they did not care, again because I booked the hotel through someone else. When you buy something in the supermarket and it goes wrong, does the manufacturer not take at least a little bit of responsibility?
You're happy enough to take my money, but when it comes to fix the mess you have created, you are running away from responsibility in the worse possible why. I am not happy. I was moved to a hotel I am not happy with, even though there are rooms available in the original hotel. I am paying, more. You offered a very small compensation that actually pays for the difference for the more expensive not as nice hotel. I've spent hours and hours on the phone and I actually have no choice at this point. Nothing else is available, of course, unless I want to pay a lot more money. You've been inconsistent and dishonest throughout the process. You agreed that the description was wrong, but avoided responsibility. Mistakes can happen, but they're an opportunity to make things better, You don't seem to make things better, at all/
This nightmare does not end there. I called Pierre & Vacances*** (http://www.pierreetvacances.com/gb-en) to book my ski passes. The agent said it would be no problem and that I could book the ski pass any time I wanted up to 24 hour prior to my arrival date.
When I called the next time, all I could hear was "I'm so sorry you can't do that" by a guy who couldn't be more stereotypical French - and hung up the phone when I asked for an explanation on how can a business be so inconsistent and insensitive. Never again. And holiday hasn't even started. Never, never again. Why would anyone book a holiday with a company that cannot even respect it's own words?
UPDATE: Since they cancelled the old booking and issued a new and more expensive one, I was told they would refund the old one and then charge me for the new one. None of that has been done yet, and over the past 2 weeks I have called and emailed 6 times to ask how and when this would be done. No one has responded to my emails and I was promised someone would call and let me know.
Nothing has been done. I spoke for over an hour with a an agent today who found out they actually had the information but that they forgot to let me know, leaving me in the dark, again. When I said this was unacceptable, She promised to escalate it to a manager, not before, agreeing that I won't have to tell my story again. I was on the phone holding for an additional 10 minutes, when someone else picks up the phone, completely oblivious to what happened, asking me to tell my story again, and of course, "did not know who put me through to her", and just to make things really nice, asked me to wait until the original colleague calls me again. Yes, that one who hasn't been responded for over 2 weeks.
So, what would you do?

I went to the London City View Hotel and there was no staff at the front desk. I made many phone calls and no one responded.

This meant that I didn't stay at this hotel at all, so I applied for a refund on the platform.

I also spent a lot of time looking for a new hotel, but by then the other hotels were full and I sat at the train station until 5am, leaving London and returning to the city I live in, Leeds, which was very distressing.

Afterwards, I tried to contact Booking and the hotel to request a refund, the hotel said they hadn't received the money and I had to go and contact Booking, but I couldn't get hold of Booking's customer service at all!

Both sides are passing the buck to each other. Neither side will come out to solve the problem.

I have been trying to change two of my bookings dates, part of the problem is the calendar on the site is not the customary Sunday to Saturday layout. I have tried to change two bookings dates and the pink bar says contact property. I emailed the property and they said booking.com has to change it. Booking.com has gotten too big and is no longer functional. I am a Genius Level 3 on their site and it is no longer something I can rely on.

I am highly upset about the fact that I cannot get through to Booking.com through there telephone number nor their email and I get the same response to emails which seems to be a generic email asking for information about the booking I need help with. Every time I dial the number it goes through and AI automated voice asking for the confirmation number and pin number of which when I type it in it just repeats the same thing over and over and does not put me through to anyone to speak too. When I send an email, I have no joy with that either I need to change dates for my booking as the dates are wrong and I can't even do that on the site or through the app I need customer service to help of which they are non-existent. I am now needing to spend an extra £80 to book directly with the hotel of which I will lose my £80 from my previous booking as there is no refund options. I am absolutely disgusted and cannot believe the level of service from such a large organisation.

I have been trying to contact booking.com and it is just impossible.

I have been trying to make a booking for Accommodation in Izmir Turkey - Facinating Sea Views & it allows me to fill in details & then when I get to filling in bank details it wont give me any selection for my card - visa & then I can go no further with my booking. So I dont have a confirmation no yet so cant phone on booking.coms no. & they say the email is no longer in use.

How do I get to speak to someone about this problem. Please help as I would like to book this accommodation.

Thanking you

We booked flights from Perth (AUS) to Kuala Lumper, with Air Asia through Booking.com. When we arrived at the airport for our scheduled flight we found that the flight did not exist! We had to book alternative flights with another airline to make our connecting flight. Booking.com have refused to refund our money saying that we need to make a request to Air Asia, we did this but Air Asia have said that as we purchased the tickets through Booking.com (a third party) we need to get the money back from them. We have send multiple requests to Booking.com complete with screenshots from Air Asia saying they cannot process a refund as we booked through a third party. Booking.com keep saying the same thing to us and will not refund us. This has been going on since the 16th December 2023.

110 east arbor rd Eden North Carolina. Econo Lodge. I booked through booking I am a member came here to visit family in the area. I have never stayed in such a round room in my life. It is totally disgusting. My bed spread on both beds have holes in them and the blankets I wouldn’t even let my dogs lay on EVER! The holes are huge pictures enclosed dingy towels filthy shower the hotel cares less. I made the issue to staff they don’t care. I paid in cash no refund too bad. Booking shouldn’t honor this fleabag which is exactly what it is not charge 118.00 a night loree graley customer 2/9-11/[protected]

I had made a reservation at the YOTEL in Argyll Street in Glasgow for Friday 2nd & Saturday 3rd February. I did not take the cancellation fee as there was ABSOLUTELY NO WAY that we were not going to be requiring the accommodation. Unfortunately as the occupants for this accommodation were travelling from one of the Scottish Island the airplane did not make the journey so therefore they were unable to come to the mainland . I did send a message on that afternoon about this but I did not receive a reply...

I am aware that I did not take the cancellation fee but I do feel that under the circumstances that there could have been some "goodwill".

I would be very reticent to go through booking .com again [which I have used a lot over the years] due to this disappointing incident.

The booking number was [protected] at a cost of £206.55.

I would be very much appreciate a reply.

Best Regards. Mrs Walsh

Contacted customer services to say we had been charged for a pet we don't have and would they refund. Told we had to send proof of payment which is not due for 4 days. Really unhelpful, very difficult to understand and felt like they really didn't care or try and help.

I would expect better from a companies customer services and an completely unhappy with having to provide invoices when its booking.com job and surely they already have that, absolutely ridiculous.

I had such a horrible experience with booking.com this past vacation that I would def not be booking with them ever again!

We drove 16 hours to our destination with 3 kids just to get there and find out that booking OVERBOOKED us.

I tried calling and they said I should start the process of relocating. So I did. This was around 8:30 pm….at MIDNIGHT I had nothing! No one would do anything, all the representatives from out of USA, WOULD DO NOTHING! Jjust tell me to wait for the email with a list of properties for me to choose from. Its been 7 days I did not get that email!

By midnight I was driving around looking for hotels ON MY OWN because of a booking.com mistake! I finally found one but it ended up costing double what I had pay to booking.com

This ruined out first day, our kids were miserable after a long day driving, our budget the trip was ruined and booking.com DON’T EVEN CARE! They will never see my money again…..