Booking.com
Reviews and Complaints

I was a customer of Booking.com for 8 years, and since I booked hotels regularly, I've earned genius status. However, I have recently made the decision to close my account after experiencing their highly disappointing customer service - or rather the lack thereof. I learned the hard way that this company only cares about making money, and that they arrogantly consider their customers mere tools in this process.

Booking.com made me pay a no-show fee for a hotel booking, despite the fact that the booking failed to appear in my "Manage your Bookings" list on their website and was therefore visually non-existent. I could not have known that the booking actually existed! Their website obviously had a technical bug, which caused me this expensive misunderstanding.

Despite sending Booking.com visual proof of their error through print-screens of my bookings list, this shameless company tried blaming it on the hotel instead of acknowledging their obvious mistake and responsibility in this problem.

I would have appreciated it if Booking.com had offered to take over the penalty fee or, at the very least, if they had shown some decency and shared the cost. After all, this problem was caused by a technical error on Booking.com's website.

What is 300£ to this multi-billion dollar company? Money obviously means more to them than honesty and honorable client service.
So much for running a business with the right set of values!

We booked a hotel in England through you, a double. As you probably know in England 4'6" is considered a double bed, so we made sure to get 5' - it was printed on our reservation form, from you. But we got a 4'6" bed. The next day we asked to be changed, and we were. The hotel manager showed us your paperwork for him, and it said nothing about the size of the bed. So you told him and us two different things about the bed. Very sloppy. With the amount you charge you should do better. Reservation 2008.136.333.

I reserved a hotelroom for 4 nights at Neptune Inn on Virginia Beach. The room showed a balcony with beach. It is not even on the beach. When I went to check in, the lobby was filthy. The lobby bathroom didnt have toilet paper, the floors were sticky and it stunk like vomit. When I went to the front desk, the employees were laughing about making unauthorized charges on a customers credit card wgile she was checking out. I immediately cancelled my reservation made through booking.com and demand my $129 refund.

I had the weirdest experience in a hotel. On the 25th of July 2017 I went to talk with the administration, and since no one speaks english there and my russian is not very good I had to translate the phrases I say to russian or ukrainian (I didn't mind that because I'm not staying in a 5 star hotel or something). Suddenly a girl came from inside direcly to me and started yelling and telling me not to speak english while using bad words and that I should only speak their language there and I should leave the country.
I was so shocked and I even thought that it was some crazy woman but, it turns out that she was the manager (she's called 'Natasha' ). How ironic this story can be more. such racist and acts of untolerance done in a place where service is the most valuable thing and against the most used language in the world.
My reservation was with the email address" Nis.[protected]@gmail.com "
under the name Nisrine charabi from 22th till the 25th of July.
such acts should be punished by the law, .
Thank you for understanding.

I stayed at that hotel on the 31st of July. I had the worst experience ever and I always book through booking.com.

1. This is not a 3 star hotel! How do you allow them to say so! It is a hostel!
2. It is very hard to spot it! The name is fairly written on the door, no one in Venice is aware of it! It is not included in google map either!
3. The worst...the owner's behavior! I asked for guidelines and she said it was my problem to find the hotel! She was rude and ironic! She was shouting at me that she could not help in any way after noon -2!
4. Safety...no one guarantees it! At 1 after midnight someone was trying to open the room! My children were sleeping, my husband spent the night sitting behind the door for our safety...

Unethical Promotion of Le Yuan Residence as a hotel/resort operated.
This is to inform that Le Yuan Residence located at Kuala Lumpur is a residential condominium. It is not known as Sandy Beach Resort/Sandy Beach Le Yuan Residence/ Beach Resort/Condo Resort.

This is against the Law and Government gazetted Act to operate AirBnB /Homestay/ Hotel/Resort businesses in residential area. This unethical business has post security risks and caused nuisance/annoyance to all the residents.

Please removed the unethical advertisement promoting Le Yuan Residence from booking.com immediately.

I had a hotel booked this past June and we had to leave after the first night. Booking.com said the property is the one charging us and the property said it was booking.com. No one wanted to help us and we were still charged. It was a mess that is still causing stress. Booking.com is a horrible company and I will never use this service again! I had $6000 of hotels booked with Booking.com for a future trip to a Israel and Italy. You have lost a valuable client.

Sincerely,

Sheri Pociluyko

I booked a room for my daughter's birthday July 22nd. I also had my 3 other children with me. The room I booked with Extended Stay, Wolfchase was suppose to have 2 king beds. When we arrived at the hotel the room they gave us only had one bed. The room was extremely small and could not accommodate my 4 children and myself. The hotel manager informed us that the hotel was booked solid and that our reservation came through as a handicapped room. I called booking.com and we waited in the lobby of the hotel over 2 hours trying to resolve the issue over the phone. My daughter's birthday cake melted between waiting in the lobby and transferring to another hotel. The new hotel Homewood Suits still only had a room available with 1 bed! A very uncomfortable situation. My daughter cried so much that day. Her birthday was RUINED along with her custom made cake. I also had a hold on my debit card for the amount of the FIRST hotel. Which meant I couldn't pay for the room at check out. I had to transfer funds from my savings into my checking with another card in order to cover the room. We couldn't even buy food while we were there. After everything that happened the company only offered me $65 as COMPENSATION for an ENTIRE DAY OF STRESS due to their incompetence and the managers refused to speak with me over the phone. Completely RUINED MY DAUGHTER'S BIRTHDAY. When I suggested that they compensate us with a free room to REDO my daughter's birthday the managers refused.

Hello, I recently booked the Hotel Pennsylania in New York City for September 16th to the 20th if this year. The price was over $1000.00. Since then my husband has had emails from face book offering rooms at the same hotel for $96/night. Not only that but from various sites the ratings from some are average and others are horrendous with remarks like bugs and bloody sheets. Very frankly I am very afraid if what we'll find when we arrive. For that amount of money, which I realize is non-refundable but if the worse case scenario is actual, what will be our recourse? Please tell me it's not true!

I booked a hotel to Tallinn Viimsi Spa hotel, dates were 31 of July -15th August. I booked it 30/07/2017 around 11 pm.

As soon as I realized I entered wrong information, I wanted to fix it (edit/change some info around), but it didn't work. So I thought I'd cancel and re-book with correct information. But it charged me for cancellation. And it didn't say it would. On top of that the original price I payed was, I believe 1, 836 Euros and they charged me for WAY more. I cancelled my booking about 2-5 minutes after I realized my mistake in information, because the site didn't let me edit my information and now they charged double the amount.

As to how I'd like to resolve this problem, is to request a refund and that you remove my credit card information.

Reply as fast as possible,
Customer

I made a booking on March 21st 2017
For imperial court suites London
The email says pay at the property
Arrival 28th July to 30th 2 nights
On the day at 11.46 travelling down to London 2 hours before check in
I'm told the booking is cancelled
We proceeded to the property in hope it was a mistake
The hotel said it was booking .com who cancelled it and there was no rooms available
This is unacceptable as it stated we pay at the property
I would like an answer as to why this happened
I have emails etc for proof
J Lenton

confirmation No [protected]
I have booked 4 hotels via booking.com ( 3 in italy and 1 in spain)and it is not the first time that I used booking.com.
However I was surprised to notice that I paid an excessive amount (> 400 euro) for the breakfast for 6 nights at Apart Hotel Atenea Calabria in Barcelone.
When I have the price on booking.com the price was around Euro 1400 for bed only and Euro 1834 with breakfast. we choose bed and breakfast.
However we were shocked to see that Euro 8 is charged at the hotel per person for same breakfast. This is printed on the hotels cards, in rooms etc. I even confirmed same with the staff at the reception who even confirmed that the same price is offered on the hotel website
We were 2 adults and 3 children of age 14, 12 and 3 yrs and even when adding all it is well less than 400 euros.
We feel that we have been robbed on this reservation and expect for a refund.

07/26/2017

Dear Clarion Hotel Management & Booking.com,

I am sending both of you this letter in hopes you may help me with a problem of getting a refund from one of your hotels.

I booked a room for check in on 09/12/2017 to 09/15/2017 at the Clarion Hotel Central located at 3207 N. Boulevard for a trip I was going to take to Richmond Virginia, 23230. I later discovered that is was not necessary for me to travel to Richmond and I cancelled my trip, confirmation number 17 [protected] on 06/26/2017 with Booking.com.

On 07/06/2017 I noticed that the charge of $176.14 was not taken off my credit card and I called Booking.com to remove the $176.14 charge on my credit card. Booking.com told me to call the Clarion Hotel direct to cancel my reservation.

On 07/06/2017, I called the Clarion Hotel Central and they said they would not give me a refund and I should call back to Booking.com and they would give me a refund.

On 07/06/2017, I called back to Booking .com and the representative called the Clarion Hotel and she got them to remove the credit charge of $176.14 and I would get a full refund in 5 business days.

A few weeks later I called my credit card company to make sure the charge of $176.14 was removed from my credit card. My credit card company informed me that the Clarion Hotel Central charged my credit card an additional $176.14  instead of removing that amount. So now the Clarion Hotel has charge a total of $352.28 on my credit card that should have never been charged in the first place.

The solution to this problem is simple, refund me a total of $352.28 as soon as possible .I cancelled my credit card because I did not want Booking.com and Clarion Hotel to keep charging me for hotel rooms I do not need or required.

Best,

Timothy Swift
[protected]
[protected]@aol.com

7/15/17
Vehicle Burglarized & Vandalized & More
Stress Free, Relaxing, In Good Hands,
NOT AT ALL! Don't Believe them.
My 2017 Ram p/u was B&V in the lot.
Doubletree said they were not responsible for my loss, and would not compensate me at all not even for the $500 deductible.
Inadequate lighting & security sys.
Lawyering Up for this!
Also, we found black mold in the bathroom in plain sight, my wife asked for extra towels and was told by the room attendant we don't give "EXTRA" towels, two days in a row I asked the same attendant for extra coffee packets and condiments never got them, the broken toilet bowl rocked and the cabinet door for the fridge fell off in my hand. They have an attitude of don't fix it until someone complains.
After my conversation with the manager about my truck and their negative response, We then decided to report the shortcomings of the hotel and its staff to the manager. They then credited my account for three out of four days we stayed there.
But they wont except any responsibility for my property while my family and I slept and entrusted them with our care.
William Schick
[protected]

Booking.com would not fix the fee of the hotel reservations for 2 nites/3 days at Extending Stay hotel in Plymouth Meeting, PA today.

The website is horrible and they do not alert notice that if you cancel a full fee will be applied to your credit card. I got charged $188.89 for 2 nites.

It takes about 10 min's for someone to get to your call while on hold.

RE: Saddle Brook Hotel 3-star hotel
BOOKING NUMBER: [protected]
129 Pehle Avenue
Saddle Brook NJ 07663, United States of America

Time Frame: June 13-19, 2017

Greeting Customer Service representative,

Thank you for reading my email. I am contacting you regarding our stay at Saddle Brook Hotel (now called Garden Plaza Hotel). It’s a dump. 1 star only.

The first night our room was hot. I mean hot. 79-82 degrees with the AC on full blast. We notified the front desk and the expert house manager showed up to say the room was cool. We had bought a box fan and had the door open to bring cool air in from the hallway. The very experienced house manager felt the cool’ish fan temperature and noted that the lights in the room where at fault of keeping the room warm. He concluded that the standing light (60w) light was so close to the AC unit (3 feet) causing the room to be hot. 1ton AC unit was being over whelmed by the 3 60w plus 2 40w light bulbs. I asked him if he was kidding. His superior knowledge of thermodynamics I guess. A ¼ ton AC puts out approximately ¼ x 30000 BTU = 7500btu which is roughly 2200watts. Those light bulbs were hot. The building genius suggested we wait till morning as when the lights would be out the room would get cooler. Not… I never realized we need to stay in our rooms with no lights on of we expected the room to cool. Duh!

The next morning I complained again to the front desk, they would look into The following evening I saw the temple of thermodynamic knowledge (thinking another day time house manager had fixed it, I played along… He said, was I right… Ya bud… you da man. it. The next 3 days were much cooler so when I saw Dr. Generous I thought that perhaps my desk request (2 times) my AC was actually fixed. Nope. Our final evening we had given our box fan away. The day was hot, none of us slept… the room was again unbearably hot. Sucker! The genius got you fool. We couldn’t even open our “sliding” door.

The hotel is worn out. Everywhere you look you think a 5yo was fixing stuff. Nothing has been done by workers who know what they are doing. The front desk girls don’t seem to speak much English as repeated re=quest for a foldaway bed where finally granted on our third day. The one English speaking front desk denied us at first saying it was not allowed. My question is, why have a roll-a-way bed if you are not allowed to request them? Two more requests were made and I waited at the front desk as it seems, as soon as you leave, the request is dumped overboard. When I made reservations we thought there was a restaurant attached. Nope, only for breakfast. Our continental breakfast (cereal and old fruit) was only served from 7:30am to 9am. There is nothing close in the area so our free breakfast was a sham. Not having a restaurant is a sham, but not even mentioning it to pre-booked customers is not fair. We picked the hotel believing there was a place to eat. We like to hit the bar and have a place or a quick bite to eat. We were never told that our hotel closed the restaurant or had no continental breakfast. We would never have gone to this hotel knowing this. Lastly, the pool was warm and ems to be last updated in the 1980’s. We kept expecting the ceiling tiles to fall s they all looked to be ready to drop.

Our room was nice, but a joke. Everything is falling apart. The bathroom sink was so small and not ADA compliant in any way. I couldn’t get near to the water controls, The walls are peeling and repair work was done by a caulk gun and a sling-shot. Whoever is contracted to paint and fixe the walls, plumbing, HVAC and electric should lose their license. The roll-in shower was angle to run out of the shower and onto the room carpet. Nice musty smell. There was no ventilation. Maybe the room was supposed to be the humid jungle room. The TV has like 25 channels, 3 of them we have heard of but don’t get your hopes up. The 24” tv is 1080 but there is not anything to watch except ESPN, CNBC and a few kids show. Maybe these kids shows is where he staff gets their technical skills? The cleaning staff was the best part of our stay. The room was always nicely fixed up when we returned. We usually left her a few bucks to thank her, and ask for a few hard/used towels to the pool.

My fault, you get what you pay for. I could have lived with the condition of the hotel. But not telling is the restaurant had been closed and that they refused to fix our AC is not acceptable. Water pouring out of the bathroom into our room, having no ability to open our sliding door is not acceptable either. My fault also was to believe the pictures and info on South West Vacations website were arcuate. Not even close. How can you feel comfortable with using their online booking services when SWV doesn’t check on the true reality of what they are selling? We were on our once a few years big vacation, all brought down by lousy lying pictures and built up hotel amenities that don’t exist. At least the Griswold’s got to play it up in Europe.

What BS! Southwest Vacations should dump the hotel I paid my money for a fair exchange, not to be made a fool of and ruin our vacation.

Please feel free to contact me with any questions. But the hotel Saddle Brook Hotel (now called Garden Plaza Hotel) should be disdained for their lousy treatment of their quests.

I hope you take my simple grievance as soon as possible.

Thank you

Mike

Michael von Ruecker
Manager, Test Coordinator
Brokerage Automated Regression Testing (ART)
Wealth and Investment Management (WIM) QA
MAC H0005-052
One North Jefferson Blvd.
St. Louis, MO 63103
[protected]
michael.[protected]@wellsfargo.com

You have a villa advertised villa arlondy costa teguise la nzarote for 647 pounds for week 20 th to 27 th Oct owners won't book saying it's wrong it should be 838.14 euros they now have cancelled my enquiry saying it you who have misled me not them I am really angry that you can advertise something at one price and then when I arrive the owners take more I know they will take euros and you quote pounds but at today's rate it's over 100 pounds more that they want

Parking lot is sketchy. Not enough parking spaces, you have to find a spot on the street. It smelled when you walked in the inn. It was like a boarding house. The pictures of this inn is false advertisement. We asked to see the room before we checked in. It was old, dingy, lamp shades were ripped, dirty, great place for bed bugs. The pictures you put on your site are not accurate. We did NOT stay there. I would sleep in my car before I slept there. We were told the owner is renovating the place. So I guess the pictures you see online are the two rooms he fixed up. My husband checked out where the breakfast was to be served, it was in the cellar of this inn.
Totally discusting ! You should NOT advertise this Inn on your web site!

I rang booking. Com on July 17. Aabd spoke to a guy that keep putting me on hold. I mention about that wasn't happy as I was paying for call and been on Half a hour. He said would not cost me. And the phone call last 72.mi s and still not have a clue what to do. 4 times on hold. And then I manage myself to sort it by booking them in 2 goes. And to get my phone bill and charge 17.00 for that call for which was lied to and just fob off as he did not have a clue. Iam looking at taking this further. Has I would not stop on a call to pay that type of money.

This is my first time writing a feedback! But I am so upset and let down I just want everybody to know what they should expect from bookingcom!

I have been using bookingcom for 12 years, as a hotel manager and as a customer. Their goal was - 100% customer setisfaction! They always made sure their customer was always happy. As a manager it was sometimes pain in the butt (Sorry for my french) but I did appreciate their afford. Doesnt matter how many times customer was unfair or wrong they always insisted to refund the money back to them.
Today me as a customer having an issues with the hotel I booked in france for september (check in is in 2 months). Hotel name : montmartre panoramic apartment in france. Cancelation policy wasnt clear on their page, the fact that the property is on the 4th floor and they dont have a lift wasnt mentioned and there are so many other small details missing (as I found out later) as soon as I booked the hotel in 3-4 mins my card was charged 50% I contacted hotel right away and I told them I wanted to cancel the booking as I never expected they would take 50% of the total amount right away. Hotel manager refused to cancel my reservation. Keep in mind - I tried to cancel after 5 minutes. I contacted booking.com and informed them that I wasnt happy that the hotel took the money off my card as I was still looking for other options + reserching more about the property to make sure I wasnt making any mistakes and my family would enjoy fully their experience in france (the booking was for my family 2 adults and 3 kids) booking.com replied back soon after and told me cancelation was clear enough and there is nothing they can do about it. I begged them to cancel my booking as it was just recently booked and I made a mistake booking this property. Since then I sent them 4 more emails and they just simply ignore and they dont even give a [censor] to reply back to my email.
I am really disappointed, they were one of the best booking websites but I can see how quickly they are sinking, its not the same bookingcom I had pleasure dealing with. They are going down and hope the day will come soon when I see them bankrupted and shut down.
Probably my family will still go to this property as I cannot get my money back but this is the last time I am gonna use bookingcom as a customer or as a manager. There are so many other great websites who's begging to get a business and those websites mostly provide cheaper prices than bookingcom. I know this cause I always had higher rates on booking than any other web site cause I knew a lot of people use bookingcom more than any other website and the same room I was selling on bookingcom 10%-15% more, and on another web site was cheaper prices. It always worked well.
Dont use booking as if something goes wrong or you are not happy with the hotel you booked I guarantee you booking will never solve your problem.