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I booked a room at Super 8 on NE 14th. It was a inexpensive room but I figured that it would work for a short stay. As a contractor I didn't have a problem with the sheetrock damage on the walls, or the textured ceiling falling down, or the carpet that was not attached to the wall, or that the remote on the TV was not properly working, or that the ice machine was unplugged, or that there was no breakfast (breakfast was to be included) or even coffee but when I realized that the dirt in the tub off our feet came from walking across the carpet I became upset! The staff was very helpful and friendly but the site manager (Mia, I believe) just blew me off. There were signs that apologized for being short staffed but it seems that corporate management has taken advantage of our economy being at full employment and cut back on their expenses by providing substandard service. Management seems not to care about customers. I do not recommend staying at the Super 8 on 14 Street NE in Des Moines.

I stayed overnight at Charlotte Guest House, London on 10th July 2023 as I was supposed to be helping someone get to a Hospital for tests the next day. Accommodation states kitchenette with microwave; all accomdation within 3 properties in Sumatra Rd. On arriving, I was put in accomadation at 213 Sumatra Rd. The room was 50 FEET from the overground train station with trains running most of the night with loud whistles as passing through the station. Info says 200 m from station.

Mugs x 2 in room, with 2 little milk containers - one of mugs was chipped n cracked.

Then at about 1am, of no sleep, I felt bugs over my chest; face; arms and in my hair. Picked them off & put on paper inside a small plastic bag.

Then taking photos & video of the trains 3.30am, I made mistake of kneeling on floor & knees stuck to carpet. At 5/5.30am, right under the back window, a giant laundry basket is being wheeled around & banging about.

The squeky bed turned out to be cracked & broken. More disgusting sticky patches to the left of the bed. Gross!

I slept not one wink, exhausted and very upset. Was there anyone at Reception? of course not! Was there access to kitchenette listed for eating the night before? NO!

I returned with bed bugs in my hair, crawling over my face at night, despite every possible anti-bug shampoo possible. I bought head lice shampoo & had to redo the application three times. I had to buy flea spray, leave EVERYTHING in the hall way (no carpet) and spray my clothes, bags, everything. I then had to respray my bedroom due to creepy-crawly bed bugs on my face, in my hair & probably in my nice, clean bed & bedroom.

Cost me a fortune... so I did the right thing, contacted Charlotte Guest House on the day of check-out; contacted Booking.com, too. Their eventual reply - venue said no refund for ANYTHING!

I have been around the World; stayed in some risky places & NEVER had this happen.

I have reported it to Camden Council & still waiting for my 48 hour 'review' from booking.com so I can put up an honest review of 211-213 Sumatra Rd.

It was 2 weeks of hell, recovering from one night in the HEllhole called Charlotte Guest House. Absolutely disgusting.

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C. Neukum [protected]

Booking at Saint Nicolas Heights, Cyprus, Friday 4. till Monday 7.8.23

Several times communicated with Assistant at arrival day about the incorrect false display of Saint Nicolas Heights, we left the day after, 5.7.23, as the given "complimentary night" was unacceptable as the windowless bedrooms - no circulation was possible (no pics and not mentioned in booking.com) were the main reasons beside others, why we wanted to leave (immediately).Displayed accommodation with balcony upstairs and our "cave like" groundfloor flat costing the same!

we called 2 times via phone during our 24h at the accommodation

Monday 7.8.23 I send an EXTENSIVE DETAILED mail including PHOTOS to the given email: [protected]@my.booking.com

another mail 13.8.23 as I haven't received any reaction.

I am an experienced traveler and user of Booking.com, till now absolutely satisfied but absolutely NOT in this case.

I expect an serious reply not only polite phrases.

Kind regards

Christine Neukum

Flight back in April 2023 to Tunisia on Tunisair cancelled by airline and rebooked for three days later. Tunisair offered refund but said it had to go via Booking . Com as I’d booked on there. Despite regular emails I have been fobbed off for six months. Will be closing my account

“Dear Sir/Ma`am,

Thanks for your email. I apologize for the inconvenience and delay in response.

I understand your concern regarding the refund. I have checked that we need authorization from the airline to process the refund. Hence, we have already raised the request to the Airline.

Once, we get the authorization from the airline we will claim the amount from them.

We will share the update with you when we will credit the amount to you. Kindly wait for sometime.

Thank you for your continued patience and understanding.

Kind regards,

Ravin k”

I am writing to report a very bad experience booking hotel through booking.com I booked Hotel Californian Santa Barabara for two double beds in standard queen room which was written on their website and the type of room I selected. Got email confirmation of the type of room "Standard queen room". Then when I spoke to the hotel to confirm, they told me that I only have a one queen bed in standard queen room. The hotel asked me to contact booking.com to get it corrected from their booking system. I have contacted booking.com twice (between the back and forth with hotel and booking.com agent) to ask them to correct the booking. They could only say that because they are operating through partner and can't do any modifications and couldn't offer other solutions like contacting their partners. I find this so deceiving of what they are selling and confirming (without two double beds etc.)

This makes me not trust the third party agent to book hotel and this is not acceptable for not able to get solution and felt I been deceived by them. And since my rate is non-refundable rate, they are not trying to help me/or giving solutions.

Never in all my years of working to book a hotel have I had wasted so much time over a 48-hour period navigating a hotel reservation. On average on your customer service phone line I wait 20 minutes to speak to a front-line representative. Then I wait up to an hour for a supervisor to get on the phone/return my call.

(1) On Thursday evening, August 10th, 2023 I booked the Renovated Guest Suite Near the Lake and High Park in Toronto, CA from November 15-17th, 2024 through Booking.com. (My son had secured tickets to a Taylor Swift concert in that city.) I was charged $485.37 CAD on my credit card.

(2) The next day a representative from this rental property (via someone named Ankur) contacted me by e-mail saying I would have to pay $300 cash on arrival. The pictures of the hotel on Booking.com showed a lovely room with a bed. The e-mail informed me in addition to $300 cash deposit expected upon our arrival there would be just a single air mattress for three people to sleep on!

(3) I received another e-mail from the rental property roughly an hour later (again Ankur) saying there was a "glitch" on the Booking.com website and the reservation was cancelled.

(4) I returned to the Booking.com website. Because so much time had passed only a few hotel options were left/were much more expensive.

(5) I called Booking.com and spoke to Mohanad S. He said I needed to cancel the reservation myself on the Booking.com webiste to be refunded my money. I did so and was told by Booking.com I would have to pay 2/3rds of the cost of the reservation for the cancellation, even though I did not want to cancel.

Mohanad S transferred me to speak to a supervisor located in Barcelona, Spain named Kholoud Z. She was very kind. She put through a refund for the first canceled reservation at no charge to me since it was a glitch in your website that cause me to lose the reservation.

I explained how there were no hotel options left. She found me one and sent me a booking listing for the Town Inn Suites Hotel for $1,895 CAD. Supervisor Kholoud Z wrote in an email “if you agree for this alternative call us, and we will make the reservation for you over the call and choose the payment method pay later with property.) In that same e-mail Supervisor Kholoud Z told me to book Town Inn Suites and that Booking.com would reimburse me for the difference between original reservation cost of $485.37 CAD and $1,895 CAD. I missed Supervisor Kholoud Z’s return phone call.

(5) I called Booking.com again. I spoke to one agent briefly. She did not seem to believe my story (12:56 PM). Then she transferred me to another Booking.com supervisor who never gave me his name. He told me I had to book the reservation with Town Inn Suites in Toronto, Canada myself by phone. I told him Supervisor Kholoud Z said the opposite. This supervisor said Kholoud was wrong.

I then called Town Inn Suites and spoke to Nikki (who Booking.com Supervisor Kholoud Z had e-mailed me). Nikki said that the male supervisor from Booking.com gave me misinformation.

(7) By the time I tried to make the reservation with Town Inn Suites, Toronto, Canada there were no more rooms. In e-mail communication with Booking.com Supervisor Khaloud mentioned trying to secure a room at the Windsor Arms Hotel. I booked that reservation as a “pay later” option on your website. I then panicked and tried to cancel the reservation and was told via your app I would have to pay a huge portion of the full amount of the reservation cost ($2,827.26) for the Windsor Arms Hotel.

(8) I called Booking.com again. I spoke with an agent named Nicole. She put me on hold for a long time. I spoke with Supervisor Alexa O who advised me to keep the reservation. She promised in an email (dated August 11th, 2023, and sent at 7:16 PM) stating “We’ll work on a refund for the price of the difference of your stay up to $2511.53 CAD.” Note it was my understanding when talking with her/we agreed I had retained the “pay later” option and would not be charged on the Booking.com website until the actual trip itself.

(9) I awoke this morning to find Booking.com had charged my Mastercard not just for the cancelled reservation (Renovated Guest Suite Near the Lake and High Park in Toronto, CA @ $485.37 CAD – noted on my credit card as Booking.com 1KOXV8B7A) but ALSO for the entire cost of the Windsor Arms Hotel ($2,996.90 CAD/$2,233.41). I first called the Windsor Arms Hotel desk and asked for an invoice since they already charged me (even though I had selected “pay later” option on the Booking.com website). The Windsor Arms representative told me they did not give invoices to people who booked through Booking.com. I phoned Booking.com and again waited to talk to representative Haidy K. She told me that she would follow up with an email (she did not). She also said a supervisor would call within 20 minutes. 40 minutes later Supervisor Hamed called (based in Barcelona, Spain). We were on the phone for 26 minutes. He defended your company saying that this was the policy. That the hotel decided to take the money now and I had to wait over a year for reimbursement. I told him about my conversation with the hotel and them refusing to send me an invoice. I asked him repeatedly about the “pay later” option. He told me I needed to have a screen shot to prove I chose that option. He was belligerent.

Supervisor Hamed promised me someone above him would call me back in an hour. It’s been an hour and a half. No phone call. Windsor Arms did finally send me an invoice.

I still as of August 12th, 2023 have not resolved the issue of “payment later” and why I was charged now for a hotel reservation that is a year and two months from now.

Last night I tried to buy a package including flights to and from Lisbon and using Sata Business Class to PDL and from PDL to Toronto. After getting the flights confirmed, it also says "Prices Confirmed. Time to checkout". The big issue is that after I clicked on the checkout button, the next screen says the prices have increased! Over $800.00? That is crazy, fake and misleading pricing because today, when I picked the same package, it was pretty much the same lower price as yesterday but again, when I click on Checkout, the same message about the Price Increase pops up. This is extremely misleading to clients. If the prices had increased last night then why don't the increased prices appear from the start.

This is a scam and I may not have a choice but to pay the increased costs I have to actually travel to Lisbon to handle some matters after both of my parents have passed away.

This website is purposely misleading consumers thinking we're going to get what we want to pay for, and simply jacking up the prices.

I made a booking at Blue Waters in Durban. The money was taken from my account 5 days before my arrival, 6/08/2023. The hotel did not receive the money from booking.com and refused to accept my confirmation and proof of payment. I had to seek other accomdation and out of pocket fi ancially. I contacted booking.com to resolve the issue they are still giving me the run around as to where the money is.

We booked a room for august 2 and 3 2023 at the super 8 motel in Abilene Kansas . When we booked they charged my wife Deborah Oldham visa card for 170 .69 . When we tried to cancel the room we realized we never got a confirmation email so they told us there was no way to cancel without a confirmation # . We even called the super 8 motel and they said they could not help because it was all through booking.com . We have tried multiple times and without their stupid confirmation # they wont even try to help . I would never recomend this booking site for anyone ! My email is [protected]@yahoo.com

Where to start? Since the moment I listed my property on their page I have had issues with: wrong information, double bookings, people booking on the wrong dates/ prices. A letter to confirm my property was menat to arrive witin 2 weeks It arrived 4 months later and after me asking this 5 times. I have wasted dozens of hours on the phone. Hours I could have been working, simply because they did not fix their problems and they apologised every time. Even having to accept harasment from guests because of their problems.

To top this off: They are supposed to pay every week.

I have not received any payments sinnce the end of May. They did not infporm me of any issues. I have been contacting them for 3 weeks now. No confirmation. of mayments.

I booked return flight to Thailand for 4 people.

One of those passengers needed to change their return flight date but Gotogate, the agents for BOOKING.com changed everyone’s flights.

I have been trying, unsuccessfully to speak with someone at Gotogate who will do something about this but everyone I talk to does not have the correct authority and tells me they need to escalate to a supervisor who will call me back. I have tried on four separate occasions to talk to the agent without success.

I am afraid that if no one sorts this out soon we will all lose our original flights but I am going around in circles

I cancelled my flight with Booking.com on 06 Jan '23. It is now 07 Aug '23. I confirmed I would be refunded minus the £200 cancellation fee on the phone call before I agreed the cancellation. At this point and after all the phone calls and emails I can only conclude Booking.com has stolen my money. I can get nowhere with them. Their phone operators in India can do nothing exept tell me they are waiting for the airline to refund them first. After 8 months surely they should take responsibility and refund me.

Booking date : 02.07.2023 – 05.07.2023
Confirmation no. : 2494.514.889
Pin No : 5393
Paid amount : 220.70 €
Rental House : BEST HOUSE, DECK APRTM., OLD PORT OF PATRAS
Address of House : 4 Sarantaporou, Patras, 26223, Greece
Phone of House : +[protected]
Claim Subject : Cheating customer, Fraud
Indicent :

The house/flat we chose from the Booking.com website was not the same when compared with pictures and mentioned specifications as shown on the booking.com website. The baby cot was in the living room and under the air conditioner, but it was barely fit in saloon. It was also could not fit in bedroom due to it was too small and cramped against menitoned specifications on booking.com website .We were told that they can only put towels in baby cot for the baby to sleep, not a bed. We were informed that we had to turn the main electrical box switch on and off every time for hot water usage and stove usage, and we had to wait 20 minutes - 30 minutes for hot water usage each time. There were electrical extension cords all over the house; out, open and all were on the ground. The security vulnerability was too much for a child and also for us regarding usage of electrical box.

Due to the problems I mentioned above, we stayed at home for only 10 minutes and handed over the key to the representative of the house and left there. We searched for an affordable hotel with our 2.5-year-old child until the evening. We stayed at another hotel and never returned to that house.

When we request a refund from booking.com regarding the subject, even we share the pictures, sent the proofs that shows no relation to the house/flat advertised on booking.com. We also sent the proof that we did not stay and handed over the key. We have a video footage of that handover. The booking.com official told this issue and our claim to host but host refused refund and accordingly booking.com refused the refund. When we asked booking.com that why they are acting biased despite the fact that a flat which they never inspect but advertised. Even though we were victims, they said that we were right, but they had to be on the side of the landlord as long as the landlord refused no matter what.

Greetings.

My name is Vahid Vahdat and I am filing this complaint because Booking.com, an online travel agency, which is a subsidiary of Booking Holdings, refuses to reimburse expenses that it has already received on my behalf from a travel airline, called Flair Airlines.

I made the flight reservation through Booking.com on March 21, 2023 (booking reference: 6BCCNX, costumer reference: [protected]).

On April 11, the airline (Flair Airlines) made a change to Flight F8441.

Because of the changes by the airline, two of the parties in the group, Mohammadali Vahdat and Mahnaz Semsaryazdi notified the airline and requested to cancel the flight (see Appendix III).

On May 24, the airline processed a refund in the amount of $39 for each passenger ($78 in total) to Booking.Com's account (MasterCard account ending it 8699).

Confirmation of this refund has been provided by the airline (see proof attached).

However, Booking.com despite receiving the refunds, has refuse to reimburse the travelers.

This is despite multiple calls, and at least 12 email correspondence with their third party customer service company, Gotogage, in the past two months since they have received the reimbursements from the airline.

Thank you for considering this case.

I am sending this complaint regarding a cancellation of my reservation at Blackbeard's Lodge in Ocracoke N.C. My complaint is about the confirmation email from them that stated a cancellation policy that is different from Booking.com. I based my cancelation on the message from them and feel this is extremely unfair that I be charged and penalized for this conflicting information. I have been a loyal customer of Booking.com for over 10 years and want my deposit returned. I sent the following message to Blackbeard's Lodge and they are refuse to help me. Please have a customer service representative contact me. Thank you.

Blackbeard’s Lodge, I am responding to this email to strongly suggest that future correspondence to guests not include the CANCELLATION POLICY wording of this email (from you) which states that the deposit:

"The deposit for this reservation is non-refundable once inside the cancellation period, which is 14 days prior to your arrival date. There is a $25.00 processing charge for any cancellation prior to 2 weeks."



This message (which is copy and pasted from below) is misleading if it does not apply to your property.

This email is from you and what it says should apply to you. You can not dismiss this away as some standard Booking.com policy that does not apply to you. Also, I have never encountered a stay location that considers the entire stay amount as a “deposit”. A deposit is supposed to be a portion not the entire bill. I do not expect you to respond, and that is ok. Your response of “There is nothing that I can do” says it all. I regret that this has happened because My husband and I really wanted to come to Ocracoke and enjoy the Island. We have been there twice before and really enjoyed it.

Jacqueline B. Jenkins

My mum booked holiday for herself grandchild and grandchilds freind straight after she read reviews and paniced she has a bone condition and would be unable to cope with springs coming through mattress and flights of stairs she messaged the hotel and the did not respond she cancelled and the next day she got in touch with booking .com on the phone a man named Jasper the next day she had a e mail saying they are holding her to the no cancell Iwent to mum she was in a right state I got in touch with them by e mail telling them that my mum is vulnerable has a mental illness and she would of been unable to make a informed decision at the time of dealing with them but again they sent e mail saying they can do nothing mum is not able to do nothing now they have took 266 out of her bank account surely they can not treat her in this way I would like for her to have a full refund please.

double charged for a resort in Arizona in march of 23. called 25 times or more to ger it resolved. gave them the cancelation number. getting the run around every time i call. talked to the motel about a half a dozen times and they said it has to come from booking.com. this is getting old every time i call i get someone different. when i ask to speak to supervisor they put me on hold.

A charge posted to my CITIBANK credit card on July 19, 2023 for "Hotel at Booking.com Amsterdam NLD" in the amount of $ 1,116.49. This is a fraudulent transaction. I have in the past few months made reservations at several properties in Ireland with stays beginning on August 19th for multiple rooms. No charges should have posted yet for those properties and indeed the reservations can be cancelled without charge up to a couple of days prior to the scheduled arrival. I have notified CITIBANK that the charge was not made by me. I have never been to Amsterdam and presently have no plans to travel there. I understand that Booking.com is headquartered in Amsterdam. I am requesting that I receive assistance from your company to have this bogus charge removed from my credit card account.

The email address at which I can be reached is [protected]@wilsongetty.com