Booking.com
Reviews and Complaints

I booked and paid for my car rental just over 2 months ago. No problem.

However, I received notification yesterday that South African Airways cancelled my flight to Cape Town and rebooked us on a later flight. So I needed to change the pick up time to later. So, I phoned as this amendment online kept coming up with an error. Anyway, I was told that the difference I had to pay was over $600! I argued that I will be having the car for a slightly shorter time but they said that due to the live booking system that the car was now more expensive! I also think that Booking.com are fraudulently saying on the website that amendments are free! Rubbish. Why should I ever book anything through Booking.com if that's what's going to happen? We booked and paid early and now we are penalized because of the airline change? I think that you should not only refund my money but pay me the current live rate? If you can charge us and keep our money for that time, you should also have the same penalty. Very unhappy customer and would not recommend this service to anyone.

A reservation was made for 9 nights over the period 8 to 17 April 2022 and paid in full via Booking.com for accommodation along the coast line in Umdloti, KwaZulu-Natal in South Africa. 4 Days into the reservation the accommodation became untenable and the area was severely affected by a natural disaster. We informed both the Partner (i.e. Property Owner) and subsequently Booking.com of our circumstances when the Partner became unresponsive to us, requesting assistance with alternative accommodation arrangements for us. We were simply told by Booking.com and the Partner that they could not arrange alternative accommodation for us and the by the evening of 12 April 2022 the Partner told us to evacuate the property immediately. We pleaded with Booking.com and the Partner to give us a refund for the remaining nights of stay on the basis that we needed the funds to obtain alternative accommodation but they refused to do that as, Booking.com required the Partner's consent which the Partner refused to do. The Partner insisted that we must return to the property later in the year to complete the remaining nights of stay. By the morning of 13 April 2022, we checked out of the property and checked into a hotel for one night and then returned home on 14 April 2022. On 13 April 2022, Booking.com gave us an apology for the manner in which we had been treated because also at that point, the Partner was completely unresponsive to us and to Booking.com. It was on this note that Booking.com undertook to compensate us for the period of time that the property was untenable and to refund us for the remaining 4 nights of stay, going so far as to make it clear to us that the compensation and refund is from them and not the Partner. After we returned home, we made contact with Booking.com for both the compensation and the refund but Booking.com then advised that they would only compensate us but not refund us. Since then we have sent numerous communications to Booking.com via their platform and to date only the compensation has been paid to us but not the refund. Booking.com has now reneged on their undertaking to pay the refund which has resulted in numerous communications between us to which there has not yet been a satisfactory outcome.

My name is ricky burch I am a disabled veteran. I booked a vacation condo for the dates of 6/3/22 to 6/5/22 in myrtle beach sc. First off when I arrived at the rental office they did not have a condo waiting for me. I had to show them my conformation on my phone to let them know that I was legit. So we had to wait around for them to find us something. Needless to say I did'nt recieve the ammenities I paid for. Such as free handicapped parking, beach access, and open air balcony. I myself was unable to visit the beach and my family had to walk about 3 city blocks to reach the beach. The rental place told me that the problem was not there fault and I needed to contact boooking.com with any complaints. My vacation was not good.

1 to 6 June Tenerife Parque Santiago 3 private rental via Booking.com.

Flat 1063 £530.10 for 2 adults booking ref [protected] pin 8975

The flat was dirty and poorly maintained toilet even had the cistern flush broken and could not flush with nobody showing on the day reported.

Stayed only the first night and booked another hotel for remainder of holiday.

We moved to hotel Best Tenerife on 2 June at a cost of a further £318 ref [protected] pin 5500.

Contacted booking.com over phone and following a number of calls at my cost all I have been awarded Is £80.14 as a credit valid for a year.

This is totally unacceptable having had to pay a further £318 to move out of substandard accommodation offered via booking.com not even been able to recover at least the extra cost of having to transfer to decent accommodation!

Pictures of the poor condition of the flat were sent to booking.com vía there contact us service.

Booked a hotel on 01/05, I’ve cancelled, because of the location. The first booking confirmation email stated free cancellation in 24 hours. I’ve got the cancellation email on 02/05 and it also said it was cancelled for free. Got a payment notification on 12/05 and I was charged with the full amount. I’ve contacted costumer service several times to het the money back and finally on 19/05 the hotel sent it back, but they’ve charged the conversion on me. I’ve thought okay not a big deal and I will leave it. One week later on 26/05 they’ve charged me again with a random amount and I’ve contacted costumer service several times and didn’t get my money back since.

Buchungsbestätigung

BUCHUNGSNUMMER: 3965.840.198

PIN-CODE: 8023

The drainage in the shower was clogged. The water entered even the bedroom. I made a complain, but the reception was prepared to discount one breakfast only. In total I had to pay Euro 197.58.

The price of a breakfast in Euro 30. I think that a discount of 50% of the roomprice would be approriate.

Kind regards, Willebrordus Wehmeyer.

We booked this accommodation back in 2020. Confirmation No.[protected] and Pin Code.8594

Due to COVID we were in lock down and could't travel. We tried emailing ringing this hotel in the past month but no answer. We got our relatives who live close by to visit the Hotel and they have told us that the Hotel has closed and is not operational.

We would like our full refund $1251 Australian that we paid at the time.

My email is

[protected]@optusnet.com.au

i have been trieing to cancel all booking for craig and carolyn bathgate ,connor bathgate amber bathgate, peter bathgate and all other bathgate except damian and lauren bathgate at airth castle hotel as craig bathgate used stolen money from my mothers bank accounts to make this booking and wish booking .com to contact me about refunding me for this booking as its for 3 june 2022

I wanted to make a formal complaint about my latest experience with Booking. On Saturday the 28th of May I was supposed to stay in a room in Queens Guesthouse in Manchester. When my friend and I got there, we could already tell that we were in an unsafe environment because of the reception and receptionist's appearance. I do not mean to be rude, but the state in which the reception was, had nothing to do with the pictures. We checked in and got to the room. The corridors smelt and you could hear everything happening in other rooms. It was not clean at all. In the room there were spiders, there was dust everywhere, the paint in the walls was coming off and the walls were dirty, the window was open and broken so we could not close it... we were feeling really uncomfortable there and we were scared the receptionist was not going to be happy if we made a complaint as he was smoking in a room next door with his friends, which we could hear. It took us five minutes to find another room in a different hotel (through booking as well, please feel free to check), leave the room keys in the box that they asked us to, get a taxi and leave. Once we got in the taxi, we called booking to seek help and reassurance that we were going to get our money back. The person speaking with us over the phone had a poor English, but did reassure me that he was going to help me and that we were going to get the refund of the room. However, later on I got an email saying the opposite. I called again and the assistant said the same thing, and I insisted that I had already asked for a refund due to the situation that we just had experienced, and he said that he was going to try again to get our refund. Then, he said it was not possible, that he only offered me £17 for cordiality. I felt incredibly offended as he was not taking into consideration what my friend and I had just experienced. Two young women, alone in an unknown city, feeling unsafe in the surroundings of a hotel, in their room, which had a broken window, insects around the walls, dirty room and smelly atmosphere, and all I was offered to receive in exchange from booking, after being a loyal customer for years, was £17. I also asked the assistant to pass me with their manager several times and he said that it was not possible. I asked him to ask their manager to contact me at their earliest convenience and I am still waiting for a phone call to receive an apology on behalf of Booking and at least the money I paid for the room I never stayed in as compensation, not even considering the taxi I had to get and the price of a different room I had to pay. I will appreciate a reply at your earliest convenience. Thank you. Regards, Alba.

On May 4th, I purchased a flight from Sacramento CA to Savannah GA for a friend of mine. When we received the confirmation, we noticed that it put my wife's first name, and friends last name and date of birth. We called Booking.com and send the documents they requested for the name change.

After two weeks of waiting, we called back, and they stated that the airlines will not allow the change. We called the airlines (American Airlines) and they said its not a problem, but booking .com has to make the change because it was booked through them. I called booking.com again, and got the nowhere. I requested to speak with a supervisor and they said no supervisor was able to handle this at this time.

my customer Ref. # 40-[protected]

Thank you,

Ricardo Colon

[protected]

We have now been blocked from receiving bookings for over 6 weeks. We are also blocked from receiving payments for previous bookings.

We have been trading for a year, verified, receiving bookings and booking.com have taken their commission. Out of the blue we have been totally blocked for another verification. I have uploaded 3 videos of the properties and all customer services say is they have forwarded the information to the "department" then nothing. What and where is this "department" the wait is ridiculous. Are booking.com actually being fraudulent here by refusing to forward my revenue from previous bookings?

I really have tried to be patient but six weeks to answer an email and unblock us?

I am now floundering on the verge of going bankrupt due to their lack of action.

Please please help!

I booked flights and hotel through booking.com for a week long holiday to Majorca with my children. I paid for flexible tickets. Some months after booking I decided to alter the time of my return flight from Palma to Bristol (as per the flexible ticket conditions this should be free) I called booking.com to alter the ticket and was told the computer system was down and could I call back in a few hours so I did. When I called booking.com later, I was again told that the computer system was down and they advised that I should contact easyjet directly to alter the booking. The booking.com rep apologised and assured me that I would be refunded any fee charged for the changes made by easyjet to my flight.

I then called easyjet and altered the flight at a cost to myself of 318 euros and then immediately contacted booking.com for a refund. I have been trying to get the money back for 2 weeks now. I have sent receipts and all information confirming the payment. I have called booking.com customer services multiple times. They keep telling me the refund is in process but that I must wait. They cannot say how long it will take. I am owed £256.52 as the difference between the old and new booking. Their online complaints section will not accept my booking number as valid. Feeling very annoyed and will never book with booking.com again.

I used this site to book a hotel in Las Vegas for August 2022. I had no problem getting the reservation, but my problems started when I tried to cancel the reservation a few weeks later. I had one Booking.com service rep tell me since my reservation was made through a third party service, there was nothing I could do since they could not cancel it. Okay, I made the reservation with Booking.com and this third party thing I had no knowledge of before I booked. I have called several times getting several different answers as to how I can rectify this situation. I found out that a refund was out the question because of the third party rule nor could the reservation be cancelled. After going back and forth with everybody and anybody that answers the phone and email, I finally have given up on getting anything in writing that the reservation was cancelled or even a partial refund of my paid in full $159 for the room. I have been beyond upset as this trip has been planned for quite a while for my 75th birthday. I don't have money to throw away but I just wanted to get back what I spent and know that these online reservations are clearer with the exceptions/rules governing your reservations. I have never heard of a third party placing the requested hotel reservation and that booking.com nor the hotel were responsible for changes or cancellations. Sounds like a con game to me.

My name is Moses Leballo, email address: [protected]@gmail.com, Telephone # : [protected]

I have made the reservation earlier today for the 24 May 2022 at Mafikeng Protea Hotel only to find that the trip was cancelled due to some circumstances,

so I have cancelled the booking, but I just received the refund of R37.39 instead of R2187.00 but I made the payment of R2187

Hi.

We booked Atlantis Hotel for 2020 but unfortunately COVID hit us and everyone. We communicated with Atlantis Hotel numerous times and they didn't give us any direction or information as to what will happen with our money and they stopped communicating with us full stop. In the past week I have sent them 2 emails so we can receive our refund and still no reply. We in Australia have been in lock down up untill early this year. So clearly we were not allowed to travel for over 2 years. They have been holding on to our money all this time and I think it's fair and reasonable they we receive our money back.

thanks

Bill Dervenis

I tried for two days to book an air bnb in toronto. I was told to ask the host to invite me again, which he did, 2 or 3 times trying to help.

This is the message I am getting.

"service request authorization error. You do not have permissionto access this resource. Status code 403'

I used an airb&b in 2019. No problem.

I called last night. I sent 3 texts today, only to find out u don"t read them unless I go on your website.

Judy ann donovan

email judy.Ann.[protected]@gmail.com

phone [protected]

I would appreciate someone to resolve this issue.

Thanks

I made reservation in Vancouver, Canada for 3 nights from 28th April 2022 to May 1, 2022 through booking.com and paid CAD1013.80 on April 10, 2022 upfront. We requested the owner of the property to do a late check-in between 10PM-11PM on 28th April 2022. They accepted the request. I was travelling from Calgary with my pregnant wife and senior citizen mother. Upon reaching the property around 9PM and upon talking to the owner through buzzer code he said that “we won’t be able to accommodate you since we have flood in our apartment and we will issue you a full refund and have already informed booking.com AND can not help you right now”. I was out of my words because I was not informed of this earlier, only a message came when I was in flight (at 8:31 PM saying that we’re sorry). At that moment it was 7 degrees cold and I was stranded in a new city with my pregnant wife and senior citizen mother. I had to take care of them right away so booked a hotel (also through booking.com) and paid CAD1600 for the 3 nights. Upon reaching the hotel the first thing I did was to call booking.com. During my vacation of 3 days - I talked to 6 difference booking.com representative for total of 127 minutes after which their representative started disconnecting my calls. Booking.com representative kept taking owner's side and said the owner is denying all of this and he can not issue a refund and was always ready to accommodate you. The representative kept on repeating the same owners word and did not help us and said booking.com can not help you in this situation. I was SHOCKED!

I am not that stupid that I will pay $1599.18 at new hotel when I already paid $1031 for a property for same duration of stay. I booked this property because I did not want to stay in a hotel and that apartment had a kitchen and a separate room for my mother, a balcony and a bigger space. I had to settle (without any of my fault) in an expensive hotel last minute in one small room without any view and no facilities. We work so hard during the weekdays to enjoy our weekend/vacations and this is what we get - a mental torture, a vacation ruined and loss of my hard earned income.

Booking.com is not doing any justice in this matter. I think they are scammers - scamming their customers and taking their hard earned money.

My Claims are:

1. Full amount of new hotel back - $1599.18 - we do not deserve to pay this.

2. Customer Harassment and Mental Torture, waste of time, vacation ruined and other unwanted expenses due to change of Property - $1000 - I wasted 127 minutes on calls with Booking.com during my hard earned vacation. Not even a single of Booking.com's representative helped me was a mental torture and customer harassment. At the moment I was denied check-in, my full vacation was ruined. We also had to incur additional cost to eat each and every meal from restaurants (3 times* 3 meals per day) - had to waste all the groceries we got from Calgary to cook food in the old apartment since the new hotel had no kitchen.

We booked three nights accommodation starting April 12th 2022 at 'Modern Apartment Disneyland'.

We were driving 4 hours that day and were booking the accommodation by cell phone as we travelled. We spoke to the owner of the building and told him we would arrive at roughly 6pm however it could be later due to the long drive (consider traffic and bathroom breaks for two small children). He was fine with that and told us to contact him when we were 20 minutes away.

The owner stopped picking up phone calls, so I sent text messages asking why he was not taking calls. I also sent text messages confirming estimated arrival times and also when we were 23 minutes away from the destination. He just completely stopped communicating with us.

We arrived at the location and sat and waited patiently for 45 minutes. We spoke to neighbours to see if they had a different phone number - No same number. After 45 minutes of repeated phone calls we left a message on the front door saying we had no choice but to book a local hotel as the owner never contacted us or showed up. It was extremely bad service and I can't overstate how upset we were.

We checked in Luxury 3 bhk villa Pattaya on 11 May 2022. I need complain the following:

Firstly, we found the villa isn’t hygiene. It looked like the bedding sheets and duvet, pillows cover haven’t been changed. Because when we checked out with the person who is doing management of the villa, I saw him just tidying up our beddings instead of changing them. When I asked him why he didn’t change the beddings, he said the next customer will come soon , he hasn’t got time to change. I was shocked after hearing this. I assumed he did the same thing instead of changing our beddings before we arrived. Under COVID, how dare he did this. We might be infected. We are so sacred.

Secondly , we have been living in the villa for three days. Nobody came to do the cleaning of the villa during our stay . We were not provided enough toilet roll. No teabags ,instant coffee and water were provided which I think they should be included in our payment.

Finally, when we checked in, the guy of the management told us that I need pay extra electricity fee if we exceed 120 units free usage during our stay. I think it is ridiculous. When we booked the villa on booking.com, we didn’t see this clause. It never happened in my life to pay the electricity fee for hotel or villa. Obviously, this is cheating.

According to these issues, we are so unhappy. For the future customer hygiene, I don’t this this villa is suitable for booking by the customer.

On 13-5-22 Im suppose to go to Bangkok via Japan but in Japan I'm suppose to change airport in order to continue to Bangkok ,but 13hours before my flight Lady from Japan call me and informs me that as foreigner I cant change airports talk with JAL ,talk to Book.com nobody care and I cant use my insurance because Im inform to late ,money is gone .

WHY THEY SELING THAT TIKETS