Booking.com
Reviews and Complaints

I booked a room at Batu Ferringhi Beach Villa in Penang (booking#[protected]), and followed direction as given (the place is stated close to Double Tree Hilton). upon arrival to the destination, the Batu Ferringhi Beach Villa could not be located. I have asked Grab driver twice but failed to identify the villa. I asked Hilton Hotel staff to drive me to location, the driver told me that the location which is shown in the map: no more exist

Please refund accordingly

I reserved two hotels via booking.com (as a regular customer), and both properties in Tel Aviv had serious safety, false, location, and service issues. Hotels have refused to cooperate, and booking.com has not been helpful at all in resolving the matters. I do not want to pay for service not rendered as advertised or for inferior hotels. Dirty properties, etc. Booking.com only cares about their profit and not assisting customers. Yet they love taking the commissions. They are a terrible company when it comes to the needs and concerns of customers and simply hang up on me, tell me that they will intervene when they don't, or respond. Such abuse should not be acceptable.

This complaint is in regard to a booking.com reservation (confirmation #[protected]). I booked 5 nights stay at Dream Loft Residencies and made a payment in full, directly to the Dream Loft Residencies. Dream Loft Residencies have a strict policy of checking hours between 14:00 and 21:00. With this in mind, I put a call to booking.com asking to notify Dream Loft Residencies that my 18 years old son is running late, because his train is being delayed at the boarder patrol. One of Booking.com representative, promptly telephoned Dream Loft Properties, and spoke with Dream Loft Residencies representative, to notify that my son will be arriving an hour later. Booking.com representative also send an email, stating that she spoke with Dream Loft Residencies to keep reservation for my son. When my son arrived at 22:00, nobody was available to check him in. Few hours later I received an email from booking.com stating that Dream Loft Residencies cancelled the TOTAL stay, all 5 nights, and re-rented this room to another guest. Dream Loft Residencies refused to reimburse me, even partially. They kept the total payment for 5 nights reservation while re-renting the room to another quest for the same exact dates. Booking.com is unable to help me in obtaining reimbursement, citing the "no-show' policies of Dream Loft Residencies that I was not made aware of. If I was aware of such policies, I would never make this reservation.
Please help me to solve the reimbursement issue. Not only my son was left stranded in a foreign country, he was forced to urgently find another place to stay at substantially higher price.
Sincerely,
Lidia Djosan

I booked a motel in Rotorua through booking.com it was around nzd 126 and they charged me nzd 1041.62. I tried to contact customer services but still no positive reply. My bank statement shows charged by b.com amsterdam hotel. I already blocked my cc.
Beware of booking.com they compromise cc details to third party. Will never book it them again. Very disappointed I was booking through them from almost 8 years.
Can you please sort it out for me.

Hello,

I'm writing to express my discontent about my reservation made on booking, number: [protected].

I stayed at the Ryerson University International Living Learning centre. And the reason I booked this Hotel was the 12pm check-in, as seen in the attached image, as my flight was arriving to Toronto at 6am, so I needed a place early. I even requested early check-in through Booking...However, when I got there I was told I couldn't check in until 4pm. This means I had to wander for four hours, carrying the luggage with me, just because Booking gave me the wrong information. I want to express my formal complaint about this, and demand a fair compensation. I paid for a 12pm to 12 pm service, and I was given a 4pm/11am service, 5 hours less than promised.

Please let me know if you consider this is acceptable, or if I should expect an apology and a compensation.

Many thanks,
Jose

I tried making a reservation at Hyatt Hotel in Short Pump, VA. Booking.com made it look like I was at Hyatt Hotel in Short Pump, VA but my reservation went to Hyatt Place in Innsbrook which is nearby. All my family is at Hyatt Hotel! And they will cancel but keep all my money. This is bad and makes Richmond and Short Pump, VA look bad for tourists.

Dear Sir / Madam,

I am writing to you to raise an issue about: Customer of Booking

The issue that I have experienced was: I booked the hostel via booking.com and checked all the reviews (total ranking was 4.6 out of 5) I chose the way to pay at the property and I did not expect something unusual. When I went there and checked-in, in the shared room there was nothing at the basic. Anything provided for my luggage to set safe or anything for my things to be put. I asked the receptionist to cancel my booking and at least to get refunded with half of the price I paid, because I did not stay there, as I checked-in, went to the room, saw the condition and left to cancel, but the guy did not speak english and said only it is not possible.

It occurred on: 19/05/2019

This meant that I was traveling since 2 days and I was very tired and got wet in the morning in the airport. Plus, I could not find any place to stay that day but luckily at the end I could find a place. Yet it affected me morally and financially.

I would like to get refunded by the amount I paid. It was 15.50 Eur

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply back via this email account.

Yours faithfully,
Parvin Abdurahmanov

Booking Reference [protected]

Square Plasky, 92
Brussels Belgium
1030

I received a coupon offer for $60 off my next booking by a certain date. I actually had two reservations before the deadline, one did not qualify for dollar amount, the other did. For travel reasons I had to switch the higher priced one and the re- booking was made a day after the deadline. Because the switch was made a day late, the refuse to honor the coupon, although the cancellation of the one I was replacing was done as per their policy. I feel the refusal is bad business as I will no longer use them.

My booking in Rome 9-14 July was deleted due to reason caused by booking contrcated with Domus del Corso Hotel
I providde all necessary information to your costumer service department ref, number etc
My Bank transferd the money of 206, 25 EUR and so far I did not get my money.
The Bank told me that the main problem solved by booking.com contacting such an uncertain hotel so I should contact You.
Please make neccesery steps to transfer to my Bank A/C the money transfered to the hotel.
Thank you very much
Istvan Susuk

I made reservation for 5 nights on booking.com only hotel left in area due to college graduation going on. I was not there for that. Hotel was very large on outside not bad shape could use some work. Inside lobby was clean . Well got to my room doors don't shut locks didn't work. Holes on ceiling, towels had hoes in then the fan in bathroom no cover on and filthy. Tub had mold around top, the only chair in room was filthy and gross the bed had a protective cover but was gross the sheets seemed to be clean. Since i has my dog with me the door was an issue so I requested new place they sent me to another room same issue with door and lock room was just as bad I have pictures for you to see. They just kept telling me well we lock unlock door for you No! I stayed one night and found another place for the next 4 days totally disgusted want money back they told me to contact you guys! Had to go ask for toilet paper cause the one that was there unwrapped when I opened looked like it had been dunked in water and left to dry !
Denise Dunning

Booking.com sent me an email that stayed last minute bookings with agree Cancellation. I opened the email and several hotels popped up. I chose one and booked a one night stay. I use both booking.com and Hampton inn for years, 16-20 might Booking's a year. The builder we were to see cancelled at the last minute because of illness. We were two hours into a three hour trip and had to turn around and head home. Thinking we had Free Cancellation we did not proceed to the destination. We tried to cancel but we're told there was no Free Cancellation on that room. This is a true bait and switch. There was no screen that popped up stating this room does not have Free Cancellation before booking so you would think it was cancellable. Needless to say booking.com gave me the runaround. Someone will get back to you in a couple days, someone will get back to you in a couple days etc etc. Never any answer to numerous emails. The hotel refused to rectify the situation as it was booking.com that stole our money. We are retired and $170 is a lot of money to us.

Confirmation no [protected]. This booking was fully paid. As it was made on the incorrect date we asked to change the date of the booking. This was done one month prior to the booking date. The booking is for 10 days. Booking.com refuse to change the date of the booking or cancel the reservation, therefore we have to pay 10 days of accommodation although we are unable to use it. We offer to pay a cancellation fees to no avail. I think this is very unfair, actually a robbery, and unless it is rectified i will go public with it.
Best regards
Giulia Alberti

Dear officer,
I stayed in your B&B for 3days from 9-13 May 2019. I booked that by Ryanair booking.com; Ryanair Itinerary Number:[protected].

I have complaints about my stay and I want you to kindly consider this:

-I booked Grenville house hotel (£189.06) but was accommodated in Grenville B&B. I am not happy with this.

-the first night i stayed in lower level floor which I didn't require as i asked for a room toward sun in my booking comment before i book the rooms.

-in this room, there was no TV either.

-there were ants and insects in the rooms and I have the pictures for it.

-the movement from the lower level to 1st floor for the next days was difficult for me.

-once i arrived to the hotel in the evening of 12 May and i was left behind the entrance door for 15 min as the swipe card was not working and the call to the manager of the hotel was not answered. i was very stressed. but when the manager returned, he complained: why did u call me several times and why u are making the communication companies rich!

my overall experience was stressing stay there and i want you to kindly consider this and reply to me.

best regards
Nima E. Gorji
+[protected]
nima.s.[protected]@gmail.com

I booked a room with Booking.com late last year for a Mothers Day weekend in Georgia at the Hilton. My family changed their plans so I was able to cancel the room in enough time to avoid a cancelation fee. Booking.com even sent me a cancelation confirmation number. Months passed since i canceled so like a dope I deleted the original reservation notice and cancelation notice. I was so surprised to see that Hilton was charging my card for the full amount. When i went on Booking.com it was never canceled when I tried to retrieve the cancelation confirmation number i was unable to do so. Could not get anyone from Booking.com on the phone or via live chat so I opted to do a late cancelation for less money, Booking.com sent me the cancelation confirmation number again. I went back in an half hour later to find that the reservation still was not canceled I called Hilton and they never received the first or second notice. Hilton had charged my card for $773.00 for a room I canceled months ago that Booking.com failed to follow through with the cancelation per my two requests. And there is pretty much no way to contact them when you have an issue.

I booked hotel on the 11th of may in athens greece. i paid through paypal. i went on the map to find the way there when we arrived at the address it was a residential block of flats, we rang one of the buzzers on the wall a lady came out i showed her my booking on my phone and she explained the hotel was at the end of the road and turn left and it will be on the right. when we got there we could not find it, so we asked one of the shop workers who then directed us back to were we had come from. we went back there rang a few of the buzzers on the wall by the door but no one came out, we asked the workmen working on the site right next door and he said that was the right address we was at but there was no hotel/flats of that name there. I then tried to call the phone number that was provided but all we got was a greek and english message saying that they had blocked incoming calls to that number. so after an hour of trying to find and contact them we had no choice but to book somewhere else. the name of the place was called MONASTIRAKI FLATS.

I booked a 2 night stay at a 'hotel' called Asante Inn in the Columbia Heights area of Washington, DC.

I booked via Booking.com and after a horrible first night's 'sleep', I contacted the property to ask for the 2nd night's fee to be refunded as I was not going to stay there.
I felt unsafe at that location. There was NO staff on site, NO ONE at the reception desk to greet you, in fact, I felt as though I was alone in the building as I never saw other guests!

I didn't sleep that night at all as I heard noises, as if someone was trying to get in to my room. When I contacted the property manager at 5am, I was told to contact Booking.com.

Unfortunately, Booking.com was unwilling to compensate me for my 2nd night's stay, even tho I checked out and didn't stay there a 2nd night.
I had to provide pictures of the location, pictures of my room door, pictures of the main entrance door and an explanation as to why I didn't feel safe, which I did.
Even after supplying all this information, pictures and a video, all Booking.com kept repeatedly telling me was that the property does not offer refunds.

I would have been more than happy to get a Booking.com credit, to use in the future, but that apparently is not something they were willing to offer me.

I was also informed by Booking.com that the property owner (Shirley), offered me a different room, which was a complete LIE.
Never was I offered a different room from the property manager, but I guess Booking.com took their word over mine.

I will NEVER deal with Booking.com again, and I will advise everyone I know of my situation.

They are not out to satisfy paying customers, they are out to make money from properties that have rooms to rent.

Changing decisions after done the reservation and didn't answer emails/phone/whats'up.
Terrible and a complete waste! Avoid at all costs!

They are not honest. We have booked a room on our way from Milano to Pisa on 24/04/2019. The request about coming 30 min later then the recommended arrival time was approved by the host at once.
1 hour after the approval and thus 20 minutes before our arrival we have got a message - no, come 30 min earlier.
Having made all possible and impossible, we came 7! minutes too late and no one opened the door. We tried to reach the host by all means - whats'up, booking, bnb, message, phone - the phone was just turned off until very late evening the day after. Even the next day we have not got any message from the host, no explanations and no excuses.
Via the customers support of booking.com we got to know that the host could come later, but for the additional payment of 15 euro p/p. We sent messages to the host asking for explanations and no answer ever received.
The next day the host set us as "no-show" on booking website. Point. No more explanations or anything. They are not professionals. A shame!
They didn't want to refund our money and finally I needed to find another hostel or to sleep in the street instead of having the dinner in the heart of Pisa.
No apologies, no manner, I cannot believe this place makes money, there are many other hostels that are more pleasant and better value for money with flexible arrival time and hospitable hosts.
Don't come here, please!

Price is 26 euro for 1 night. After checking in we found out later on that there is no water supply at all!? We can't take any showers, no coffee. We can't even go to the toilet. Booking.com should immediately put this hotel offline! It says free WIFI but that is also not available. I want a refund! We are also the only ones in the hotel. Now I understand why...

48 hours before our trip starts, we get an email saying that our room reservation has been changed due to an error by the hotel. I booked a room with 4 beds, but was being told that now I'm getting 2 beds. I spent 1+ hour on the phone with an agent and the best solution they came up with was adding a rollaway bed, which she then discovered wouldn't even fit in the room.

Asked to speak to a manager three times and each time was being told this is the best we can do. 4th time they said they can email manager who is in Singapore and they should respond in 6+ hours. THis is ridiculous and not what I expected from booking.com. Awful. Will be telling all friends and family never ever to book with them again.

Confirmation# [protected]

Dear booking.com

I need to ask for the below Invocies from you, made on your website and we have the charges on our bank account:

2018.09.03., Monday 2018.09.03., Monday 214T180903V12541 -87.88 EUR [protected] [protected] Hotel on Booking.com Amsterdam 87, 88 EUR
2018.08.13., Monday 2018.08.13., Monday 214T180813V12EB1 -346.48 EUR [protected] [protected] Hotel on Booking.com Amsterdam 346, 48 EUR
2018.09.24., Monday 2018.09.24., Monday 214T180924V125B4 +133.24 EUR [protected] [protected] Hotel on Booking.com Amsterdam 133, 24 EUR

regards, Petra