Booking.com Reviews
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We booke a hotel in crossmgleann in newry when we booked this it had said on site that hotel was in city center this was not true it was 16 miles outside city centre in newry and it coast is in total€ 130 in travelling to and from hotel to city center this should be taken down as being in city centre very disappointed in this
Good travel site but do not restrict your search to only Booking.com. This article explains why: http://travel-search-engines.com/booking-com-review/
Use the "travel search engine" in the article above that searches Booking.com and many others to find the best rate.
I booked a prepaid double room in hotel Topazz in Vienne some days ago and now the charge in my credit card is different to the initial one. I certainly have the receipt of booking. The customer service was rude and no reassuring at all. I am waiting for their answer but they seemed to have no control over the charges and consequently they almost stated it is not their problem. Tooootally misleading claims that you pay what you see and that there are no hidden charges!! No matter the result of my case, I will definitely be very hesitant to use that site in the future.
Hi Eleni, I'm sorry to hear about this. Please post me your booking number and I will make sure to take care of the case and investigate this further. Thanks, Chloe
I have used Booking.com a few times and haven't had an issue but their cancellation policy is misleading. It says you must cancel 72 hours before reservation. (or I assumed it was before reservation time) I cancelled, was charged full amount because they said I had to cancel at midnight the night before, so it is not 72 hours before the check in time. They won't even give me a credit towards anything else. Weather has dictated the cancellation, believe me I wish we didn't have to. But I did cancel 3 days before the reservation. I waited til the last minute keeping watch on the weather, thought I did it in time...surprise. Cost me.
Hi Teresa, I'm sorry to hear your disappointment. Indeed the cancellation time frame is applied to hotel's local time. Please be so kind to provide me your booking number and I will be happy to have a look at it. Regards, Chloe
I have been trying to get assistance from the credit control regarding the no shows so we can clear the right commissions but now am been told to liaise with collection agency which i have not worked with regarding our partnership.Instead,the person i wrote to said she/he will not be in the office but i wrote back to know if he is back, with no response.The person has now responded to tell me to talk to collection agency.i HAD EVEN SENT A DOCUMENT CONTAINING THOSE NAMES OF NO SHOWS. MY EMAIL IS : samureithy@gmail.com
My hotel id is 503931.
Hi Samuel. Thank you for your review. I will pass your message to the attention of the relevant department. Regards, Sergejs
I made a reservation for a 3 star hotel for a conference in Atlanta. I received and kept the email that Booking.com sent to me with the confirmation number, rate, name of the hotel, etc. I arrived at the hotel, and when they said that they did not have a reservation under my name, I showed them the email. They had no reservation under my name. They never received the reservation from Booking.com. They had received all other reservations from 3rd party services; this means that Booking.com's server failed to transmit the reservation. Booking.com wanted to put me up in a Days Inn, a 1 star hotel 1.7 miles away; I had no car. I will never use them again.
Hello, I am sorry to hear about your bad experience using our services. The reservation is automatically sent to the hotels, and they are responsible for checking it on time. Please provide me with your reservation number and I check your booking. Regards, Eduardo
I would never use this site again. I attempted to make a booking on this site but did not receive any confirmation e-mail. Subsequently I made another booking for a different hotel, for which I received a confirmation e-mail within minutes. I have now been charged £150 for a no-show for the original hotel. When I contacted booking.com all they would suggest was trying to get the hotel to refund me the money, which they obviously would not do. Booking.com are not willing to accept any blame on their part at all and I felt their customer service was completely useless. In future I would always contact the hotel directly to make bookings and would urge others to do the same.
Hello, sorry to hear what has happened. Once a booking is made a confirmation is sent to the email address provided. If you would like me look into this for you, please post your booking number. Regards, Andrea
I SUGGEST YOU DO NOT USE THIS SITE. They debit your card upon registration and do not fully reimburse when accommodation is not provided - ie. arrived at address given but no one there to provide access to accommodation.
Hi Deborah, I am sorry to hear about your dissatisfaction. Please note that Booking.com is not charging guests credit cards. It is solely the Hotels responsibility to charge guests credit cards according to the policies which are also set by the hoteliers themselves. I would be happy to check your query should you provide me your booking number. Regards, Andrej
After losing my confirmation email I rang booking.com to get the hotel details, on giving them my email, they said I had no booking for that evening, they found my email but nothing apart from an old booking. I was then charged £189 from the hotel for being a no show. After several emails booking.com are saying I didn't call or I must have given the wrong email address...very insulted by their responds and would never book through them again!
Hi Amanda, we are only able to locate reservations by booking number. If a booking number isn't available, we can try to access a reservation by the e-mail address that was used. But if there was a typo when entering this information on the booking page, it is possible that your reservation would not appear to us. I'd like to contact the hotel to determine if there is anything I can do regarding the no show fee. Could you kindly provide your booking number for me? Regards, Kelly
We have recently used booking.com for several hotel reservations, trying to careful of hotel restrictions through this site. Two days before arrival we booked a room at the Hotel des Prelat in Nancy, France, then when our circumstances changed we canceled the room within a 4 hours of the original booking, also two days before arrival. We did not see the tiny one-line "112 euro cost on our cancellation", and only realized we had been charged the entire rate, plus tax, plus international exchange fees until we received our credit card statement. When we called booking.com they offered condolences but said it was the hotel's faulty policy and that the hotel took our Money. When we called the Hotel they blamed Booking.com and said that Booking.com took our money. They said that if we had booked directly with them, they would have accepted our cancellation. So who took our money? No one was willing to void the charge to our credit card for a room we cancelled--as directed-- two days in advance. Both booking.com and the Hotel Des Prelat have bad blame-game business practices and both should be actively avoided.
Hi Theresa, I'm sorry to hear of your experience. Booking.com does not charge for reservations, nor do we set the policies. We understand that plans change so we do try to approach hotels to offer exceptions to their policies. Could you kindly provide your booking number for me? I'd be happy to contact the hotel to see if anything can be done. Regards, Kelly
Oh, How I recognize all of the complaints of Marc. S. The system of booking.com is very, very unfriendly for hoteliers. There is no support. The personel is very eager to not help you, but help them self (to obtain free commissions). And nobody is responsible for the system errors, because every month you have to find out completely on your own that there is again an other account manage. There will be a total slow reaction time (no response). No conflict resolve programm.
I found out the hard way how the booking system works. Maybe booking.com is ok for guests, but they behave like an enimy of hoteliers. I have had very happy guests, but not because of booking.com behaviour.....I am doing the work.
Think twice If you have a very personal, private and lovely guesthouse. Try to avoid booking.com or make very, very sure you know exactly how it works and try to find out if your way works with it. I am extremely disappointed after finding out about the ways of booking.com.
Hi Klaas. I am sorry to learn about your feelings. Should there be anything we could do for you please send me a message with your hotel's ID and our Hotels Team will contact you shortly. Regards, Sergejs
I have 5 chalets on my property and rent 4, targeting dog-owners more as a service & to offset costs than anything. I was recruited by booking.com and although hesitant for various reasons, was persuaded by the salesperson to sign up. I got requests and bookings but experienced issues around check-in days which I reported. They were aware, acknowledged and admitted that the system was not great for chalet owners who need to put constraints on when chalets should be available etc. and said they were working on it. Finally I had a Huge problem when someone who had booked and cancelled showed up. I had to move All the renters to different chalets etc. and booking.com insisted that it was not cancelled even though I had an email 30 minutes after the booking saying that it was. The guest was on premise and had not payed a cent, happened to be abusive on top of it all despite heroic attempts to accommodate them etc. This was reported. Tech support was terrible - a complete disconnect between people within the company. There were other issues and I was unable to get support. I wrote emails and I decided that I would not pay the last commissions bills as I had incurred costs and wasted too much time with terrible support due to their errors and wanted to escalate these issues. The rep then called, spoke to me insultingly and during the busy season when I was relying on this as one of the sources of bookings, cancelled me without adhering to my request of escalation of the issue. I was finally able to speak to her boss and when I told her to review the notes at c.s. ( my emails) and either get back to me if they could cancel the bills or escalate this to a more senior executive, nothing happened. Then out of the blue they just put me in collection. I was never able to escalate the issues (for their own good) and negotiate what I wanted from the beginning - cancel the bills. I get calls and emails every day from a collection agency. I have tried to contact booking.com executive level people through linkedin simply stating that I have some issues with the company to no avail. I suggest to all chalet owners Never to Deal with this Company. If you ever have a problem, you cannot count on them to react properly, do the right thing or compensate you in any way. There is a bad corporate culture here and internal communications issues and you can feel it when issues arise. In this business - even if for someone like me who just rents out a few cabins during busier seasons, that is absolutely unacceptable.
SO I SENT THE ID HE ASKED FOR AND NOTHING HAPPENED.
Hi Marc, I am sorry to hear about your experience. Please provide me your hotel ID as I would like to fully investigate this matter with our hotels team.
Thanks and regards, Tal
Booking.com Team
I BOOKED A HOTEL THROUGH BOOKING .COM WEBSITE AND HOTEL CANCELLED THE RESRVATION ON MY ARRIVAL.ON MY PHONE TO CUSOMER CARE I WAS TOLD THAT THE HOTEL WAS BOOKED . HOW CAN THIS HAPPEN AFTER CONFIRMATION OF RESERVATION . THIS MEANS THAT THERE IS NO GURANTEE OF THE HOTEL ROOM BOOKED THROUGH THIS WEBSITE. THIS REVIEW IS 100% TRUE AS THIS HAS HAPPENED TO ME . YOU CAN CONFIRM THIS AS I AM GIVING YOU THE CONFIMATION OF THIS WEBSITE DETAILS
Booking number: 183093892
PIN code: 9493
Email: ashishgroy@gmail.com
Booked by: ghanshyam rai
Your reservation: 1 night, 2 rooms
Check-in: Monday, 4 November 2013
(from 12:00)
Check-out: Tuesday, 5 November 2013
(until 10:00)
2 rooms INR 3200
Total price INR 3200
TAX (15%) not included
Please note: additional supplements (e.g. extra bed) are not added to this total.
The total price shown is the amount you will pay to the property. Booking.com does not charge any reservation, administration or other fees.
Hotel Nayee Haveli
Address: 55, Gangaur Ghat
Udaipur, 313001
India
Phone: +9829511573
Email: rahil_gul@yahoo.com
Travel information: Show directions
Hello, I am sorry to hear that the hotel did not adequately monitor their inventory which resulted in them not having a room for you when you arrived. Keeping their online availability updated is the sole responsibility of the hotel. I just tried to contact you by phone but was unable to reach you to check to see if you accept the alternative that booking.com has provided to you. If the alternative is acceptable, please contact us via phone to let us know or if you require further assistance. Regards, Andrea
I recently booked with Booking.com, as I assumed booking.com verifies the businesses (in this case a hotel), to ensure customer satisfaction. However I’m extremely disappointed to find that the place I did stay (Sapphire Hotel in London, UK) was not an accurate representation of what I booked. When travelling, I depend on sites like Booking.com to verify the business; however in this case, I was let down.
Wifi:
-Described as, ‘Free Wifi is available in all areas and in free of charge’
-Was actually only available in the lobby, which closes to customers at midnight. Therefore, Wifi access is limited and no reception was in my room
Services:
-The 24 hour front desk concierge description was misleading.
-The front door is locked, and if no one is there to open it, you must call the number on the door to get let in. This is not a 24 hour front desk.
-Their luggage storage was in the hallway, not visible to staff in the lobby (separate room), and therefore, was easily accessible by anyone walking in the hallway/to and from the front door
General:
-Safety deposit box is listed on the description of the room, there was not one in my room
-Soundproof rooms is not accurate. I could hear everything and anything, from someone walking around to directly outside my door. From the lobby, the kitchen, the floor above me, and the staircase
-Heating is not controlled by rooms, but instead controlled by a central unit for the entire building. In fact, my room was extremely hot being in the basement, so I brought it up, and asked to turn it down. I was then instructed that the other guests are cold, so unfortunately, I just have to open a window because there is more a need for heat, than for cold.
-Continental breakfast is a cold breakfast featuring breads, meat and cheese. They do not serve meat due to faculty’s religious background. This should be clarified, as bread and coffee is not exactly defined as continental breakfast
-Booking.com website states that there is no smoking throughout the hotel. However, in my basement room, I smelled the staff’s cigarette smoke at various times of the day.
Room:
-The picture is not accurately displayed on the booking.com site.
-The bed pictured in a single room picture is actually quite a larger bed, with multi-colored pillows, and a colored additional blanket at the end of the bed.
-The ACTUAL bed I got was a small individual bed 2/3 the size of the bed pictured. No added pillows, no added blanket
-The toiletries (shampoo and body wash) that were given were not the ones in the picture
-The website describes the hairdryer in the bathroom, this is false as it mounted in the bedroom, away from any mirrors or the bathroom, making it difficult to get ready.
Overall, I am extremely disappointed in this stay. I mentioned all these points to the employees, and were quite often ignored. They essentially told me, that it doesn't matter if I stay there or not, because I already paid in full. I am writing in efforts to resolve this experience, as I feel as if I were tricked, and purchased a hotel booking based on a description on booking.com. However, since description was not delivered, I would like booking.com to refund my stay due to the lack of initiative to confirm hotel details prior to listing on the booking.com site.
If I do not receive a response regarding booking #435491569, I plan on disputing charges with my Visa company.
Update- Booking.com reached out to me, which I thought would be a start. However, after the first reply to them, they have yet to response to my communication. They made an 'attempt' to hear what I have to say, but still no response... disappointed
Hi Charlene, I'm sorry to hear your experience. I have located your booking and I'm now in contact with the hotel to investigate this further. I will contact you as soon as I have further developments. Thanks for your patience, Chloe
I I did an intense search for lowest price for a hotel. ..booking. com previewed the lowest price which allowed us to instantly book after comparisons with other sites/deals. . When we received the bill at the end of our stay. ...Our bill was $1000 more than what booking.com had stated. ....why? Unlike other sites they failed to include taxes something the other sites did. ...I will stick to Expedia.com for further vacations
Hello Andrea, sorry to hear about this. Depending on where the hotel is located that you wish to stay at, the taxes are included or excluded. This information would have been sent to you via your confirmation for you to review. If I can be of further assistance, please let me know. Regards, Andrea
We have used booking.com for 4 weeks. We have had 3 terrible experiences with venues which were rated as great (8-8.5/10). The most reent one we rented was an apartment in central Brussels. It was central but the problems started when we checked in. No linen for one of the beds, no linen for washing up or hand towels, o sheets for ne of the beds, the shower drain blocked up and you had to turn the shower off several times during a shower. There was no toilet paper and the host agent could not speak English. We haven't receive a reply from booking.com 12 hours after a complaint was lodged. Previous apartments had mould in the fridges, n the floor and the bathroom didn't work properly either. None of the apartments have what was advertised as being included:e.g. Dishwasher. Terrible service from booking.com, absolutely terrible.
Hi Kelly. certainly. However my issue is really with booking.com in terms of poor customer service and very much in the way in which complaints are handled. Even more so is the fact that the venues themselves don't seem to be checked for accuracy. We have used booking.com for almost a month now and have spent several thousand euro's. we have had 3 terrible experiences and have had to resolve each one ourselves due to the slow response by your company. The first problem we had was booking number 209157540 where dirty linen was left in our 'luxury' apartment, used chewing gum was left on the sink, the apartment had not been cleaned and the fridge was covered in mould. We were then upgraded by the hotel to an even worse room-their best room. We then arranged to check out and go to a different place. It took booking.com almost 24 hours to resolve the issue. The second incident was booking number 703587390 when we booked accommodation in padova. We received a booking confirmation from booking.com and then travelled to a cologne. When we got to the apartment, the host had apparently double booked or had or updated his calendar and as a result, we were left on the street with our luggage and had to find new accommodation. Then we received an email saying that booking.com had had to "re-accommodate" us and how did we find the service. The most recent booking number is 195544010. We have paid €495 for 3 nights accommodation. We could have stayed in a number of 5 star hotels in the centre of Brussels for less money and had better service.
Hi Gavin, I'm sorry to hear this. If you sent you complaint by e-mail an answer wouldn't be immediate. I'd like to address your complaint with the property. Could you post your booking number for me? Regards, Kelly
Hotel fishtail villa is one of the best hotel in pokhara at best price......very peacefull...staffs are very friendly n very healpfull...hot water 24 hr...free wifi 24hr.....i really enjoyed a lot..and this hotel is really for making the mind peace......
N lastly really thanku for booking.com for helping me...
I have been trying to CANCEL a booking @ Darling Lodge,West Coast, but WebSite keeps telling me it DOES NOT HAVE THIS PROFILE LISTED. ( My Email Address!!!!! )
Hi Lee, I apologize for any inconvenience caused while using our services. I'd be happy to check this matter for you, could you please provide your reservation number?
Regards, Tal
Booking.com Team
I was searching for a hotel with a balcony in Baltimore. I found one through booking.com at the Hilton in Downtown Baltimore, there was one other option at another hotel but it was 150 a night more expensive so I booked the Hilton. Upon check-in, I was informed that the room does not have a balcony, that there are VERY few rooms at this hotel with balconies and they are only in the hospitality suites which are never available. They informed me that this happens all the time with booking.com. They give out false information to make you book a room. The room quote was $299.00 per night. I ended up paying $350.00 per night. I will NEVER use booking.com again. I never had this problem with hotels.com, so I'm sticking with them in the future.
Hi Suzanne, I'm sorry to hear that you are unhappy that you didn't get the room you wanted. All hotels are advertised with information provided by the hotels themselves. Did you request or have a confirmation from the hotel that your room would have a balcony? If the rate difference is around $50 it could be because the rate you mentioned is excluding the tax and this information is posted on the website along with the rate. I'd be more than happy to further investigate your complaint if you provide me with your booking number.
Regards, Mac
Booking.com Team
I think there is something wrong with their system. I cancelled 2 reservations, I didnt received any confirmation, yet they say since there was no cancellation I need to pay cancellation fee. I sent a mail regarding the problem, no confirmation mail either! Especially after I got threaths from a hostel owner via phone (told me that he'll call police and tell them to cancel my visa!); I'm not sure if they protect me or my personal information anymore!!
Hi Burcu, I am sorry to learn about your experience. Please note, once you have cancelled your reservation you should receive an email confirming the cancellation. Please provide your reservation number as I would like to investigate this matter.
Thanks and regards, Tal
Booking.com Team
Hello I manage a small hotel -vacation home management company where our homes are located about 15 minutes from Disney and other major attractions.
I had joined bookings.com to help increase rentals for our property owners since we just manage and rent the homes. It seemed to have been working fine until I recieved a charge back of over $3500 dollars and then another one at over $1400 dollars. The guest had arrived and left and then claimed they never booked the home. I had spoken with bookings.com about their credit verification process and they had ensured me that i had nothing to worry about because they use a special system that verifies fraudulant cards. Well it turns out that i called bookings.com and they said they never told me this and are not doing anything to help and since it was not a face to face transaction our merchant services cant do anything about it. With this said I have held back all commissions to bookings.com as I dont know how many more are coming back as ---FRAUDULANT ---. They have now cancelled are adverts with our company and are threatening with legal actions. I dont understand on how such a big company cannot have a safeguard on credit cards being used. Never was I warned that I had to take extreme measures to very theses cards as I was ensured not to worry by a representative of bookings.com.I would like some kind of assistance in this matter as this a legitimate excuse not to pay commissions. Now I am out all this money as the owners don't care . the way they see it their house was used by someone and they deserve to be paid. If there is someone out there that cares with bookings.com please help!!!
Hi Marv, I'm sorry to hear of the problems you are having. As I'm sure you know, booking.com does not charge guests. We simply require the guest to input a credit card to secure their reservation. Those details are sent to our properties, and they have the right to pre-authorize the card, or charge in accordance with their policies. If the card is invalid, they may cancel the reservation. I'd like to help you. Could you provide your property ID for me? Regards, Kelly
Don't use Booking.com. Made reservations 6 weeks in advance and received a confirmation notice. Upon arrival at the hotel they had no confirmation of our reservation. Opps,.. just sleep on the street. It's better than being scammed by Bookings.com!.
Hi there, I'm sorry the hotel didn't have your reservation. At the moment you finalized your booking and received your confirmation the hotel also received your reservation and they can always double check the bookings in our shared system. I hope they provided you with an alternative. If you'd like me to look into it, could you please provide me with your booking number?
Regards, Mac
Booking.com Team
Credit card Cheating by Booking.com
I have booked for vacation in Malaysia through booking.com. As per them they will not charge you unless you authorized. So I paid by Cash for stay in Seri Malysia Genting. Later only I realized that Booking.com has given the full details about your credit card and they take money from my card also. when I inquired with booking.com they try to fool you saying that they cannot understand my receipt given by the hotel. I think booking.com is trying to fool helping the Hotel to get money for the hotel and they also get the share of it. Never try using booking.com
Hi Paul, I'm sorry to hear of your experience with us. Booking.com wouldn't have charged your credit card for your reservation. We pass along your credit card details through our secure network to the hotel and they charge in accordance with their policies. I'd like to help you though, so please provide your booking number for me so I can look into this. Regards, Kelly
Booking.com are a JOKE, I am a hotelier who had partnered with this company in the UK and now dropped them over bad partnership practices, they are happy to take a large commission from a hotel but any time there is an issue that needs attention they do not respond and the "market manager" has no concept of how to do their job properly and particularly with the customer service call centre team they will hide behind a barrier that seems to be in the interest of the customer only, the customer service team always "interpret email or telephone conversations wrong" and in some cases will actually can make a situation worse for both hotel and for guest, In most cases the issue is over a cancellation penalty charge, what guest does not know is Booking.com penalise a hotel for ranking when a booking is cancelled which means not only does the hotel loose revenue from the cancelled booking but they also then have to pay more commission to keep same ranking - i.e paying 30% commission to be listed on page one, hotel gets 2 cancellations and then have to then pay 35% commission to maintain same position, this maybe why hotels are adamant about enforcing penalty charges to the guest, of course Booking.com wash their hands of all responsibility to deal with it and say if the hotel cancels without penalty the hotel pays no commission on the booking, however a guest who doesn't stay and doesn't want to pay just initiates chargeback with credit card company anyway and Booking.com do nothing.
With regards to the Booking.com review system a customer can write any form of crap, lies and rubbish they want and the hotel has no recourse to address or respond, especially when it is anonymous and by having a Plus and a Minus they encourage the guest to post something negative to fill both boxes up, most reviews are fake anyway written by booknig.com
Booking.com is a bit like a pimp it whores out hotels for a kickback, you are the Johns, the only difference is what they do is considered legal
Hi Andrew, I'm sorry to hear you had trouble while being our partner. If you need assistance with anything, please post your hotel ID and I will be happy to contact you. Regards, Mac
Booking.com is a joke. I reserved a hotel in millville, NJ on 8/23/13 for nascar race weekend because booking.com says Dover International Speedway is only 31 miles away. well its not. Its 88 miles away. I called booking.com. and they said "that's as the crow flies". Well I'm not a crow and can not fly over a bid body of water with my car. Now its the weekend of the race and i have no choice but to stay this far away because every hotel/motel that is closer is booked full. I will never use booking.com again because they have false advertising.
Hi there, I'm sorry to hear your dissatisfaction when using our services. I see that this information is not provided on our page nor on hotel's description. I have located your booking and I will contact you shortly via email. Regards, Chloe
Usability is so awful that when I changed a reservation, inadvertently booked an additional reservation, and was charged a no-show fee for the duplicate reservation. Booking.com refused to acknowledge their responsibility and didn't waive the fee.
Hello Roy, thanks for your message. Please note that as soon as your reservation is confirmed you are redirected to a confirmation page and an email will be sent confirming the booking. All the conditions are available during the booking process and in your confirmation email. If you want me to check your reservation please provide me with your booking number. Regards, Eduardo
Booked a 3 star hotel in Madrid, paid in advance, minutes before my departure flight received an e-mail stating my booking couldn´t be secured without another credit card information ?!?!
Completed what was requested and upon arrival at Hotel Anaco ( roughly 4 hours after the upadte ) was informed they´ve have had an "infiltration problem", my room wasn´t available nor they had any more rooms available.
After witnessing a poorly enacted scene often repeated, as i later found out on reviews from other sites, we were transferred to a local hostal conveniently located a few meters away.
As i was with my 6 month pregnant wife couldn´t afford to spend a night out !!!!
Immediately contacted Booking.com, inform them of what had just happened, the downgrade of our reservation, our insatisfaction, inform them that the hotel was still advertising their availability and we never got any help, advice or the service we were promised.
All the contacts with Booking.com have been painfully insulting with their lack of customer care and adequate follow up of a situation they have helped to create and profited from.
Having to report them to my credit card company for fraudulent use of my credit card was really the only way out, never again.
Hi there, I am sorry to hear that you had troubles with your booking. Please post me your booking number or send me more information to customer.web@booking.com so I can investigate this further. I apologize again for all the inconvenience. Regards, Chloe
SPAM WARNING! NEVER GIVE BOOKING.COM YOUR EMAIL ADDRESS THEY WILL NEVER STOP BOMBARDING YOU WITH SPAM. STAY AWAY!!!
Hi Bob. I am sorry you feel this way. Should you wish me to unsubscribe your e-mail address, feel free to drop me an e-mail to customer.web@booking.com. I will be glad to assist. Regards, Sergejs
I reviewed a very unsatisfactory experience relating to an apartment I booked in Barcelona on their site. The reviews are split into "like" and "not like" sections. To be fair I put in the positives but in the negatives I said I would not recommend because the negatives were so bad. Imagine my horror to see my positive comments highlighted is a misleading way , exactly the way that led me to book this place. Very misleading site
They take no responsibility for any problems you encounter . I would not use their site again
My booking number was 305563349. I have had correspondence with you your customer service who have given me the blurb about only being a booking agency etc and passed on my complaint to the property who have responded in such a way as to not answer any of the complaint, the main one was that we were kept waiting on the pavement for 2 hours with our luggage after check-in time and had to get the police to help get us in. Perhaps you could check with the couple from Canada who were waiting on the pavement with us after a 16 hour flight from Canada. The e-mail from your customer service saying they were glad to see they had resolved my complaint was both intensely irritating and insulting. To see even now my positive comments highlighted on your site as a recommendation is infuriating ,especially as I specifically say I would not recommend this property despite some good points. Anyone who is interested in the details may look at my review of the Izaka Apartment, Barcelona
Hi Kenneth W,
I apologize for any inconvenience caused. Could you please post your reservation number? I would like to investigate this matter.
Thanks and regards, Tal
Booking.com Team
I was charged twice by Apartment Duesseldorf (both cash and via my credit card). Booking.com seemed to care at the beginning but in the end they just threw the fault to the customer. It's true that I didn't keep the receipt of my cash receipt but who'd think this calamity would happen? They never responded to my clarification questions: how come did the accommodation have my credit card number?; why did the accommodation charge me through my credit card without letting me know in advance?; as I did show up, why didn't the accommodation have the receipt of my credit card payment in which my signature must be present? This's too terrible and I'd rate it 'no star at all'!
Hi Upsorn T,
Please accept my apologies on behalf of the accommodation for charging you incorrectly. At Booking.com we take all of our customers concerns seriously. Please provide your reservation number and I will get to the bottom of this matter.
Regards, Tal
Booking.com Team
I booked a room in Seattle a couple days ago for a stay later this month in case my work could not get additional night at the hotel they reserved for me. Yesterday they confirmed they were able to extend my stay so I cancelled my reservation at booking.com. To my surprise, they charged me for one full night even though my arrival date is ten days away. I looked at the cancellation policy and it states I can cancel up to 3 days of the arrival. The whole reason I used this site is for their free of booking and cancellation fees. Otherwise, I could just reserve it directly with the hotel.
I booked at 5 to 6 hotel rooms with this site within this past year and this is the first time I had an issue. I contacted their customer services and they just stated their cancellation policy and left it at that. If you are considering to use their website or app, please don't and run away as fast as you can unless you want to give them your hard earned money and get nothing back in return.
Hi there,
I am sorry to learn about your dissatisfaction. At Booking.com we certainly do not want any of our customers to feel this way. Please provide your reservation number so I could follow up this matter.
Regards, Tal
Booking.com Team
I booked a hotel in Montreal through Booking.com. As I pressed the "Confirm" button, I realized the address I'd been given was wrong. I immdeiately tried to cancel or change the reservation. To no avail. The full price was charged to my credit card, in spite of having sent screen shots showing that the disclaimer is not made visible until after payment.
Hi there,
I am sorry to learn about your experience and would like to follow up on your concerns. Please provide your reservation number and I will contact you as soon as possible.
Regards, Tal
Booking.com Team
Booked a room, no problem.
Cancelled room inside of agreed period. Got charged full price of my stay.
Booking.com will not deal with me as they say the hotel has charged me and they "just handle booking".
Hotel wont deal with my booking as they say Booking.com handles the booking.
Neither will take ownership and they have all my money and the room that they rent out again.
What a joke! Daylight robbery. DO NOT USE BOOKING.com!! Contact hotel directly.
Hi there. I am sorry to learn about your experience and I would like to follow up on this.
Could you please post your Booking.com reservation number? Our team will contact you shortly.
Regards, Sergejs
Booking.com Team
In short booking.com sold a room that the hotel had informed them didn't exist. Unsurprisingly, the hotel could not provide and responded quickly by getting in contact with booking.com to ensure error is not repeated, booking.com representative took responsibility verbally for the misttake. But now in follow up emails have placed entire blame on hotel. Not the right way to treat the website users or the hotels either. Will no longer use the site.
Hi there. I'm sorry to hear this. Could you please post your booking number so I can look into the issue?
Regards, Konstantina
Booking.com Team
Recently i had to plan my trip to Europe, and i was confused about the hotels that i should choose. Booking.com helped me take a judgement, by having the profiles of every hotel big or small. and the facilities provided by them. I found it to be exactly the same as mentioned on the website. It was really helpful .
horrible, after booking through booking.com, I noticed discounts (i.e. student, aarp, military, etc) posted by the hotel. the hotel only provides these discounts if you book directly through them (this is true with most hotels), therefore I missed out on a $68 discount on a $680 hotel tab. Also found out my rate would have been the same booking directly through the hotel, actually they could've provided a better rate on less extravagant room (booking .com gave me the top priced room). After inquiring with Booking.com about their pricing guarantee is does not include such discounts such a student, aarp, etc provided by the hotel. Therefore, end result I paid more by going thru booking.com - I am an aarp member and would've saved the $68 (10%) - tell students, military and seniors get your discounts by going directly thru the hotel!!!!
why should you pay more when there is a pricing guarantee - makes no sense.
Hi Amber,
I'm sorry to hear you feel this way. Booking.com offers the best price guaranteed. If the hotel posts a cheaper offer you can contact us before you check into the hotel so we can match the rate if the conditions are met. If you have a discount card, and you want their discount, you need to read their terms and conditions as they don't apply to Booking.com, it will indicate where you need to book in order to take advantage of those offers. I hope this helps, please let me know if I can assist you with anything.
Regards, Mac
Booking.com Team
i'm a hotelier and the customer service is ok, in the way they can sometimes take a couple of days to get back to you. the extranet has features they should improve such as there isn't a way to cancel deals you create in the promotions tab, you have to ask them to create rooms for you you can't create them yourself in the system. the WORSE part is the review centre, people can post some ridiculous reviews and you can't ask them to be checked/removed, nor you can do a management response like on tripadvisor. if they don't do something about it i think i'd be healthier they remove the review section.
Hi there,
Thank you for your feedback and cooperation with Booking.com You can always contact your Account Manager regarding any issues you encounter in the extranet, they can assist you on a different level than through customer service. The guest reviews express the personal opinions of Booking.com customers who filled out a questionnaire after their stay at the hotel, therefore the hotel is not allowed/required to post. The reviews are screened for obscenities and afterwards published to the page. Please let me know if there is anything that I can assist you with.
Regards, Mac
Booking.com Team
Fantastic service, get what you order. It's too bad that is looks like a lot of people don't seem to read what they order. The service booking.com is very good, that’s why me and 2 million others book throughout booking.com website. Just a tip Always read if You book non refundable or if You can cancel without being charged. If you book a special price just check double, if you do this there is never a problem to cancel Your reservation.
Hello Leo,
Thank you for your kind words. We really appreciate your business.
Cheers, Lissa
Booking.com Team
Site to avoid! We booked a guesthouse in Austria, we arrived at 21:00 (latest arrival was at 22:00), nobody was there, but nevertheless I had to pay cancellation fees. Booking.com didn't really considered our arguments.
Hi Nik, I'm sorry to hear this. I'd like to look into this further for you. Could you kindly post your booking number for me? Regards, Kelly
o book a hotel in Marmaris, Turkey I used this booking.com. I enjoyed the many features and rich listing of hotels. But in hindsight I was too quick to make my reservation...
Weeks after my booking.com reservation I've noticed a $20 sur charge on my credit card converting dollars into Turkish Lira. I thought the transaction was in dollars because I knew that my credit card has hefty fees for international purchases. Making the effort to talk to booking.com's customer service they only could respond with repeating the lines of the fine print in their terms of service. No real explanation, no apologies and no credit for future purchases of the $20.
To make matters worse, booking.com's hotel charge was almost twice the price I could have paid when I were to make the reservation directly with the hotel in Marmaris. These tricksters!
In summary, while booking.com is conventient to use you probably end up paying more when using other services. Their customer services is defensive and not willing to solve problems. When making reservations I'd rather use orbitz, cruisewise and hrs.de.
I am the owner of Hotel in Thailand and I used to deal with Booking.com
I have to say this is the bad system and customer service ever!
Hotel admin could see the full details of customer's credit card so they could print credit card details and user customer credit card for charging. On the one hand, Booking.com took the commission from customer the pass all detials to hotel admin.
I had call the customer service and it was transferred to 4 different country because no one can really assure the security issue on customer credit card
Hi Node, I'm sorry to hear of any inconveniences you face regarding our partnership. If you need assistance with anything, please post your hotel ID and I will be happy to contact you. Regards, Kelly
I have booked two nights in a hotel via Booking.com. Everything was fine until I had to cancel my trip. I went to the website and followed the instructions in the booking confirmation email: to cancel the reservation all you needed to do is to click the red "Cancel" button next to the booking. So I did. I have not received any confirmation about the cancellation but since they said that was all you had to do I thought everything was sorted.
However a day after the cancelled trip I got phone calls from the hotel that they have charged me for one night since I did not show up. I have contacted Booking.com and asked how this happened and they said there is no record of my cancellation and that I should have received a confirmation about the cancelled booking.
After this we have exchanged couple of emails, they say the hotel would not pay back the money. I told them this is really a problem with their system - that it did not send me confirmation - so I asked them to compensate me whch they refused.
I would advise those who are planning to book accommodation via Booking.com to urgently change their mind - this is not a reputable company and they will not treat you fairly.
Hi Monika,
I'm sorry you had trouble on your end in cancelling your reservation. What you have been informed by customer service is correct, after cancelling the reservation you receive an email to confirm it just like after you have made a reservation. I would be more than happy to assist you. Could you please provide me with your booking number? Regards, Mac
FRAUDULENT! As I see from many reviews before, Booking.com is a site to be avoided! I wish I had read the reviews prior to using. I booked a hotel room in Paris at the Hotel Maxim for myself and my daughter. I canceled the next day, a full 2 weeks prior to my arrival date. When I booked the screen said "FREE CANCELATION" What a JOKE! They billed me for the first night and now say I didn't click the right button for free cancelation. I was just using it in case I couldn't find another hotel in the Latin Quarter, the free cancelation was the REASON I booked with them in the first place. AVOID AT ALL COSTS!
Hi Julianna,
I'm sorry to hear you feel this way. The period until when you can cancel for free is detailed on the website and all deadlines are also mentioned on your confirmation. Please provide me with your booking number if you'd like me to look into it.
Regards, Mac
I booked a hostel through this site, but had to cancel the reservation 4 days before my actual stay because of a flight change. The cancellation process was the same like any other, and it confirmed my cancellation on the site. However, 4 days later I received an email from the hostel saying they were charging me for being a no show. Forwarding this to booking.com, they then claimed to have no record of my cancellation and I was charged the full $70. This site is absolutely horrid, STAY AWAY!
Hi Hanna. I'm sorry to hear this.
Could you please post your booking number so that I can look into the issue?
Regards, Konstantina
Booking.com Team
Hi! We are a family of 4 people and we used Booking.com to get a hotel in Bournemouth. We choose Kings Langley hotel. We had to stay in room 10. It a very welcoming and very clean room 2 comfortable beds a bathroom, i have to say that it was a bit small but it was clean and it had what you needed in there. There was a bar in there but we didnt used it but i saw people enjoing the drinks. Its very close to the beach and the shops. The personal was very kind and friendly.
Hi there, thanks for your nice words! I'm happy to hear that you had a nice time at the hotel. I'll be happy to assist you if you need anything. Regards, Mac
I have read several reviews from guests about how bad booking.com can be. I am writing from the other side as a hotelier. But I do agree with customer views, booking.com are largely useless, make mistakes and hold either the customer or hotel as being responsiblle and avoid any liability themselves.
They make their name on free cancellation and from a hotel perspective, non of us want many bookings from them as too many of them end up cancelling. The result is we never give them our best prices as we need to cover ourselves. We always give better deals to direct bookings. They take 15% of your money for very little.
I dont have much patience with people who book and cancel all the time, dont get me wrong, they cause hotels to price high and overbook. But in my view Booking.com actively support this
Hi David, perhaps it would be better to get in touch with Hotels Team for this matter. If you want me to forward your feedback, please provide me with your hotel id so they can clarify things for you. Regards, Mac
They released my data to the hotel. The hotel (in France) charged my credit card without authorization. I ended up canceling the booking one month prior tot he cancellation deadline because of this. Hotel admitted to accidentally charging the account but refused to refund the money. Booking.com made me just through hoops and provide same documents several times. Since tho whole thing was taking close to a month I went ahead and disputed the charge with my credit company.
Beware of booking.com. If there are any problems with your booking, they will let you down. Worst customer support experience of my life.
I booked a room at hotel through booking.com, which they listed as being close to the airport and turns out its 45 mins away. I called booking to cancel my reservation and they contacted hotel whom they claim said they would not cancel my reservation. My husband decided to call the hotel himself and they were very kind and had no problem canceling my room and refunding me my money.
Booking. com promises a "Best Price Guarantee". I booked a room for $140. I then called the property and to ask about nearby boating/diving. The woman informed me that the same room was available for $99. It was a promotion and I didn't know how long it was for. I called Booking. com to see if they would honor the better price promise. I was told my info would be sent to their 'team' and that I would hear back. They said that since my reservation was booked a month and 1/2 out that we would near back probably in the next few weeks!! Well the promotional price might expire etc... and I wanted the room sor sure. SO it was cheaper to cancel and reserve directly with them. I also could not have a guarentee on the room, just the type of room. That meant I could not choose the building only steps from the beach like I could by reserving directly. I could randomly be assigned to any of the three properties. One was 2 miles from the beach. It is a resort with three buildings... Anyway bad experience and I won't use again!
8 weeks since I was double-charged at one of Booking.com's hotels. Still NO REFUND, although its gets agreed on a regular basis.
*****AVOID*****
Stick to Expedia, laterooms etc
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Bookingcom T. [Booking.com Rep] Hi Patricia, I'm sorry to hear about this. The information on the website should be accurate and thank you for informing me of this. I would like to look into this further to have it corrected. Can you please post your booking number? Regards, Regi