Booking.com
Reviews and Complaints

I booked a room with booking.com and straight away realised that the booking was on the wrong date. Booking.com were no help at all passing the blame over to the hotel. I contacted the hotel who immediately changed the date for no extra cost. The hotel was in fact cheaper for the chosen night, but I accepted this as it was my fault as I submitted this booking. Everything seemed resolved until I had an email from booking.com to say the hotel wanted an extra payment for this night of £117 and the date was changed to a different date and not the 1 I booked with the hotel. I then had to ring the hotel again to confirm we had got the date I wanted and not the 1 booking.com had told me. The hotel is unaware of any additional costs so where has this come from? This was all a complete waste of time and an easy request ended up in me chasing this booking, so I should have just made a direct booking with the hotel as it would have meant only 1 email/telephone call. Booking.com have still not resolved this and I would like to look forward to this stay as it is for a birthday and we were going to have a special weekend away but instead I am uncertain if all is resolved by then.
Reference number [protected]
Dean Simkins
[protected]@gmail.com

I have been trying to find accommodation in Petach Tikva, Israel.
Booking.com recommended the Spa House Boutique Hotel at David Marcus Street, Petach Tikva. Rating 6.6, and was referred to as: 'great value today' by Booking.com.

When I called I was told by the person answering the call that one can book on an HOURLY BASIS, and was informed that this hotel was NOT for families.

This is shocking misrepresentation and I think that representatives from Booking.com owe it to their clients to check out, from time to time, the hotels that they recommend. It is obvious to me that, at this time, they do not.

I have been using Booking.com for many years and am sorry to see how badly they let themselves down when recommending such a place.
Doreen Peretz

Hi there, I have many pictures to provide feedback on HomeTowne Suites in Montgomery, AL. We arrived and they were overbooked, they found us a room, 318. We had booked a two bedroom with a pull out couch. It was full of dead cockaroaches over 20. Then their were live bugs as well. I went back to the office they switched the room to room 218 wasn't any better. We walked into blood stains on carpet. We went back and they changed the room again, to 228. This was a one bedroom with a pull out except there was no pull out. Beyond disgusted with this hotel. The only good thing was the front desk person named Diamond.

I booked this apartment whilst I was traveling in Holland. When I arrived in Lanzarote it was early evening, my taxi dropped me off at the address I looked for a reception but found it closed until Monday following my arrival .I had no possible way to contact the owners, my phone did not cover that country. On the Monday I returned to the apartment reception to explain that because I could not gain access I had booked a hotel so I would not be taking up my booked accommodation. The reception person told me they had sent me emails to inform me how to gain access . I explained I had no way to access emails or make phone calls .There was no offer of a compromise or apology. I said I would complain to Booking .com .

I have booked a room with Vienna Kreuz Apartment with free cancellation on August 22. Unfortunately I had to cancel the apartment on same day due to change of my travel plan. They have deduction 50 Euros from my account on August 22nd and still nor refunded yet. When I emailed the property 12 days ago, they said they will do the needful. Now I'm not getting any response from the property for the past 3 days. I'm not able to contact Booking.com customer care. Polish no. not responding, International number always responding with an automated message saying they cannot attend my call due to high volume. I have decided to cancel all my upcoming bookings with booking.com as now they have started to test my patience.

Confirmation no. [protected]

We booked self catering flat at 'Flottwell Berlin hotel & resident am park' Berlin on 29th July for 5 nights from 24th to 29th August for 2 people.

In the search criteria, we had selected as above & when the results came up we have requested booking for what we thought was reasonable & nice accommodation. We received confirmation at the time as in the picture attached.

we have not received any confirmation email to my email nor any other communication between then & the date of our trip. On arrival, the receptionist told us that this flat was booked for 1 person & so we had pay €20 / day for 5 nights. This was completely a surprise for us as we had gone by the search results for 2 people & at no point were we told that the booking was for 1 person. If we had to pay this extra we would have selected some other hotel or gone with another search engine.

I have had another bad experience with booking.com 2 years ago, where we were given rooms infested with bedbugs & in a very shabby condition in Birmingham. Despite sending pictures of my allsergic reaction to the bites, we did not even get a reply of apology.

When I sent email to your team this time from Berlin about this extra payment, I didn't get response for 1 day & then a reply saying you'll add it to my booking.

Our Berlin trip was spoilt even at the start of the trip & we had to shed out €100 from our trip expenditure which has hugely inconvenienced us.

Dear all,

my name is Otakar Novak. I have booked a hotel in Hurley's of Queenstown 4 stars - confirmation number: [protected] PIN code: 3998. But because of change of my plans I did canceled my reservation and made a new one in Methven Motel & Apartments - confirmation number: [protected] PIN code: 3357 where I have been to.
The cancelation was made on Monday 4.9.17, Iam sure you could see that from the back screen of yours, because I have made a New booking in Methven Motel & Apartments - confirmation number: [protected] PIN code: 3357 and canceled the one in Hurley's of Queenstown 4 stars - confirmation number: [protected] PIN code: 3998.

However I was charged for both.

For some reason, I did not received the cancelation conformation, I thought I did, but I was not able to check my emails that time.

I also contact a Hurley's of Queenstown 4 stars, but They would not make a refund for me of 333 au$ because of no show.

I hope you will make the action and sort this issue out for me, so I could use your company for my future trips. So far I did not have any issues like this with booking.com.

I belive I did everthing right according your cancelation policy.

Thank you and Looking forward to hear from you on my email ota.[protected]@gmail.com

Otakar Novak

We found this hotel highly overpriced for the service they provide.
We stayed eleven nights, when we checked in they took our complete payment!
During this time our bed sheets were not changed at all, and the floors were not vacuumed or washed. The room service was very poor, basically it was a change of towels.
The carpets were filthy, we needed to have footwear on at all times so our feet didn't get dirty.
The fittings in the room were in need of maintenance, eg. taps dripped, the kitchen and bathroom tapwear were loose. The air conditioning units were so loud it was impossible to sleep with them on, which was unfortunate, as the daily temperature was mid 30's.
The kitchen was very poor, we had booked for 4 people, there were only 2 or 3 plates and bowls, all of which were chipped or cracked. There wasn't enough cutlery either, and no teaspoons at all.
The outdoor area of the hotel and poolside were a mess. Dirt, dust, building mess, garbage laying around everywhere.
The communal bbq's were not cleaned, and there was nothing to clean them with.
As you can see, we were extremely unhappy with this property, and would like a credit off one of our future bookings.
Sincerely,
David Herbig.

I have a non-refundable 2 night booking at Kents Hill Park, Milton Keynes, UK. However, nowhere on Booking.com's website does it state that the accommodation is a Training and Conference Centre, when I believed I was booking into an hotel. I am extremely unhappy with what, I believe to be false advertising. There is one person at "reception", who cannot deal with the volume of calls and people, and I have just been advised that, when reception is not manned, security takes over. So, clearly not an hotel. My booking confirmation is:

https://secure.booking.com/confirmation.en-gb.html?aid=340296;label=metatrivago-hotel-281475_xqdz-5fa3d39efa0e58c34a417659c60a48b7_los-2_nrm-1_gstadt-1_gstkid-0_curr-gbp_lang-en-gb;sid=0a8cff63ef1caf0eef6f3f5c8a5bc899;auth_key=nND88AZA0SVrwpgH;bp_travel_purpose=leisure;hostname=www.booking.com;source=book;ua_created=0&

I would like a refund for this accommodation as, had I known that it is not an hotel, I would not have booked here. I must stress that the staff at the Centre have attempted to make the best of my disappointment; the literature of Kents Hill Park that they showed me clearly states that it is a Training and Conference Centre - something Booking.com has omitted to include on venue information. In fact, in the above URL, reference is made to "hotel policies"

Yours sincerely
Lesley Coubrough

JH Hospitalty group in Mystic ct, charged us for a reservation that we were told by booking.com computer website couldn't be confirmed ( we were advised to give our credit card number to book reservation) but then were told it was booked.
Today 9/7/2017 we were billed by holiday inn ( aka JH hospitality group) for a room that was booked and we never received any e mail update with a change to our original request
Ron Mullen & Stella Savino
Note: this issue seems similar to all the other complaints

Don't know where to start. Nothing good to say.
They mispresent the hotels and provide false information, so when you arrive you'll be more than just surprised. "Worst experience, bad s, do not book with this company!
I travelled with my wife and when we were looking for an apartment we wanted to book something bigger than just for two. The apartment we booked was for 4 people, that's what we wanted and what we paid for. But when we arrived the room was poorly furnished and had a really small bed.
Plus, the room was dirty and it smelled like a cigarette smoke inside. Disgusting.
We will never use it again for sure.

Booking number: 1176.919.095 Hotel de Normandie, Jersey 28th Aug - 4 Sept

Just returned from a week at the above hotel. My booking confirmation states 'Please note that the hotel does not accept guests under 21 years old'.
This was the main purpose for choosing the hotel as we need d a quiet week after illness. The hotel was alive with children of all ages and the week far from quiet! Not good enough and amounts to misrepresentation - please look into this and advise.

I used to be a regular customer for many years, but after they've let me down I was done with them. Extremely disappointed. I left a complaint on their website under the hotel description, but they didn't publish it. It's clear why but not really fair.
So how about customers' protection that has to exist? I booked a room in Prague and got a different one when I arrived. They didn't want to provide me the room I initially booked and I decided to leave, but they didn't let me go! is it actually legal? So I had to pay, I didn't want any trouble. But it makes booking look bad. And I know I will never be booking with them again.

My partner and I booked a double room with a sofa bed in the Clayton hotel Belfast with you with the rate of €400 when we got to the hotel we were charged €422.57 and got a smaller room! The staff told me it was booking.com's fault and that I must contact you in relation to this problem! I would like to be refunded the money and told the appropriate charge for the room we stayed in! This is an absolute disgrace that we were over charged when we reserved the price!

the description of the hotels they represent is fake. as well as taken pictures. when I got to the hotel I selected on their website it looked like it was abandoned many years ago. Grey, dark and simply terrible. I didn't want to stay there and asked for my money for almost a week. They refused and didn't want to continue the conversation, so they just hang up on me. What kind of service is that? Please try to visit the places you represent and fix your customer care because it's horrible.

I have booked 2 sweet rooms at Atana hotel in Dubai.
1. When I have arrived they said not possible 2 sweet hotels and they gave me 4 rooms.

2. I took my children for swimming pool and one Indian manger at Atana hotel came and ask me to leave the swimiing pool because my kids didn't wear swimming cloth but they were. I have tryued to explain but he was, very ugly with me and he said to me I am un polite. Also he said i am teaching my kids bad behaviors. This man was, trying about to hit me.

I need my rights as I am customer.
If I don't get my right I will complain in the court.

Regard
.
Adil Al Shidi
Gsm_ 00968 [protected]

I had a booking with Ahmedia Heritage Guesthouse on the 30 August 2017. I arrived there at 1:00pm. Driving around without being able to find any parking. On booking.com it says that there are parking facilities. When you read further on it states that PARKING is; public parking is possible ON SITE ( reservation is not needed) and costs AED 2 per hour. This is not true at all. I PHONED them to ask for parking space. After driving around for 2 hours I phoned again and again and said they must cancel my booking. Then they wanted me to park my car in a delivery alley. What was going to happen when I wanted to go places? I had to wait 15 minutes for them to clear the alley so that I could get through. There were still a truck and lots of loose equipment around. I refused and told them to cancel my booking. They did not want to refund me my money. I feel very strongly about getting my money back. There advertisement about parking is misleading. It is not ON SITE. In the streets. Jana Schoeman +[protected] jana.c.[protected]@gmail.com

I will never book again from Booking.com !.

I made reservation Stranger Tides Hostel (in kotor) 12th of july . And my dates were between 2-4th of september. All My reservations were confirmed by the way ! .and they sent me an e-mail on 31th of july. They asked me to cancel my reservation because they were mistakes about price. I never saw or heard something like that. And l cancelled it. Because l thought l still have time l can check other hostels. And l made another reservation from Rooms Ana hostel (in kotor again) on that night. And when l was waiting for my flight on airport (28th of august) Rooms Ana sent me an e-mail. They said there is a mistakes about price and l have to pay double . I was totally shocked because l was starting to my trip on that day from Belgrade . I didn't reply on that time and l came to Belgrade with my sister. And we found Hotel Yolostel for our staying. There was a guy in there and l gave my booking prints for my confirmed reservation and he phoned to owner lady and she asked me on phone and guess what ? She told me that l can't see you reservation on my calendar . And l said but l have application of booking l can show you my reservation for 24€ . And she said no that's not possible for double room. You can't stay for that price. So this is the THIRD HOSTEL like that. l was reaaaally pissed off. And we had backpacks we couldn't walk around for another hostel like that . We agreed to stay for 48€ in a dorm for 8 people. And l was really angry because of that situation. And we just stayed in Belgrade for 3 days. The hotel in macedonia didn't send an e-mail to me while our stay in Belgrade but l was afraid of that situation so l just cancelled that night. And l checked for the other hostels in kotor and macedonia and they were all expensive .That's why l had to cancel my trip for 11 days. And l'll never book a hotel from booking again.l sent an e-mail to them with all my evidences(screenshots of e-mails and so on) and l'm waiting for a reply.

Hi All,

I have booked a hotel in New York for 2 night stay. When I booked the Family Suite i did not realized that it did not had kitchen and also did not realize the booking i made was non refundable. Since my parents are too old and they cant take food from outside hotel. Within an 30 mins of my booking i contacted the property and bookings.com and both asked me to contact each other. I again contacted less than 14 hours and requesting to cancel the hotel for free of cost or provide me the options to book a room with kitchen. Both of my options are rejected. For my parents its a one time wish to see New York and now it looks like its going to be very tough for them to survive without having home made food. I accept there is a fault from my side for not looking the property details properly. But I made the request withon 30 mins and one more request is less than 14 hrs. This is really disappointing and caused mental worry for this trip.

I booked a villa from Orlando Supreme Vacation Homes from Booking.com. They charged my credit cardUSD1204 for prepayment. I cancelled in free cancelation period and I never got a refund. They never answer messages or phone calls. Booking.com also never answers. When I searched for the company I found that it's just a scam.
Booking.com is just full of scammers and fraud. This is my only awful experience on the net.