Booking.com reviews
Amsterdam, 1017 CE
Tel: (888) 850-3958
domain@booking.com
138 Reviews for Booking.com
All Reviews
▼ Sort by: recent
the problem with booking.com is that THEY DO NOT ENSURE that the details they display about the hotels are TRUE. Hotels simply submit censored photos & description which booking.com do not validate in any way (as I assume this will hit the revue they receive from the volume of bookings through their website). I used tem for Utrect, Holland and ended up in nothing more than a potential death trap should an emergency occurred.
I USE BOOKING.COM TO CHECK THE HOTELS IN THE AREA THAT I WANT TO BOOK. THEN I CALL DIRECT THE HOTEL TO MAKE A RESERVATION BECAUSE I GET BETTER PRICE FOR A ROOM
Despite my confirmation from booking.com, the hotel did not have any record of my purchase. The hotel was sold out but after one hour, they were gracious enough to find me another room. DO NOT USE THEM!
Hi Michele,
I am sorry to hear about your inconvenience. As soon as you receive your online confirmation, we simultaneously, send your confirmed reservation details to the hotel via a secure on-line system. This should be checked by the hotel on a daily basis. Additionally, we notify the hotel of your reservation via fax and have controls in place to ensure that it is received correctly. If you would like to discuss this further, please send me a detail email with your booking number to customer.web@booking.com.
Regards,
Regi
Booking.com Customer Service Team
Beware the so-called Price Guarantee...it is garbage! If you call them and query a booking you get some strident American woman on the phone who argues with you that the conditions are not the same or the room description is not the same. DO NOT expect them to honour their guarantee! Use them to find the hotel you are looking for and then book direct with the hotel.
Hi Andrew, I'm sorry to hear you feel this way. From your message it sounds like you found a smaller room or with a different policy. I would like to investigate as we do honor the policy if the conditions are met. Please follow this link for more information: http://bit.ly/1gaqFit. Regards, Mac
Reserved a hotel about 3 weeks before the actual stay. It said it will charge the card right away. Did not check if it actually charged a card the same day. When coming to the hotel, the receptionist told us that it wasnt paid yet but yes it was reserved and they honored the price. The next day checked with the bank, booking.com didnt charge the card. pretty much weird experience... at the hotel we were told they have been having such issues with this site, recommended using expedia or orbitz.
Hi Maria, I'm sorry to hear you feel this way. Booking.com doesn't charge your credit card, the hotel charges you credit card if it is stated in the policy. I would like to investigate your complaint. Could you please provide me with your booking number?
Regards, Mac
Booking.com Customer Service Team
I booked in a Apartment/hotel from booking.com, It said that I could have a free cancelation but within 7 days before arrival. I tried to cancel but I couldn't at all, And contacted them with an email they said they would respond as soon as possible. exactly 7 days before the official arrival. No one responded to my emails, and today tried finding ways, I finally found the center call number for booking.com in Italy because thats where Im booking from and live at the moment, He told me that I will have to pay the amount of apartment, I mean I really don't get it when I tried contacting the company no one responded now I have to deal with consequences, these hotels/apartments must respond very fast to avoid these complications. Im trying to cancel it without paying at the moment since I have proof of emails that I contacted them in advance.
very annoyed about this situation, Never had an issue with booking.com till now.
Anna
Hello Anna,
I'm sorry to hear about this. I would like to take a look at the cancellation policy of the reservation, and see what we can do to assist you with this. Can you please provide me with your booking number?
Regards,
Keara
Booking.com Customer Service Team
I think the word will spread that Booking.com are not a company to be trusted. I have been waiting over a month for the refund they promised. Numerous emails and telephone conversation and always they promise that the money will be paid in 5 days or by the end of the week but still no action. It is just talk. They will promise to investigate the matter further. I can see by their responses to previous reviews on this website that they use polite customer service tone to make you feel reassured that they will investigate the matter further. Warning be very wary of this company. Try someone else or just book with the hotel direct.
Hi There,
I'm sorry to hear that you feel this way. I would like to review your reservation to see if there is any way I can assist you. Can you please provide me with your booking number?
Regards,
Regi
Booking.com Customer Service Team
RESPONSE TO BOOKING.COM (DO NOT GIVE THEM OR HOTELS COPIES OF YOUR CREDIT CARD OR ID EVEN IF THEY SAY THEY ARE GOING TO CANCEL YOUR BOOKING)
I would just like to say in response to booking.com RE: The hotel requesting copies of my credit card and ID, THE SIMPLE ANSWER IS NO IT’S NOT OK!!!!
I had a phone call from my bank on Saturday asking if I was in the United States trying to make a cash withdrawal - The answer to this is NO, I was in sunny Wandsworth in London. Somebody had made a copy of my card and decided to go on holiday with it. Luckily my bank caught it in time and the card has been cancelled. PLEASE BE AWARE WHEN YOU ARE BOOKING WITH BOOKING.COM NON REFUNDABLE, THEN THE HOTEL ASKS FOR CC COPIES AND ID - ID CONTAINING YOUR DOB, ADDRESS WHERE SOMEBODY CAN EXTRACT POSSIBLE PIN NUMBERS.
Take care
Many thanks,
Amanda
Hi Amanda, please accept my apologies for any inconvenience caused. Booking.com has very strict guidelines in place for the collection and transmission of credit card data. Once transmitted, all hotels on the Booking.com website are expected to handle credit card information to the highest standards of privacy using the appropriate safeguards. Should you wish me to pass your case to the specialized team for investigation, please provide your Booking.com reservation number. Thanks, Tal
They should recive even no star because they dont deserve. But I could not i must select at least. I took lawyer against them. They just canceled my trip with my family for Sheraton hotel over 2200 Euro just few days before my trip. Even I did pay one momth ago. They are unprofessional and I nver ever recomend them to any one.
They dont care about any customers , very bad services. be very carful
Hello Khaled, please accept my apologies for any inconvenience caused. I would like to investigate this matter and would kindly ask you to provide me your booking number so that I can follow up accordingly. Regards, Andrej
I canceled a hotel reservation but still got charged. Called booking.com and they said their records indicate my call was to have my confirmation resent. BS! They are dishonest, unprofessional and operate out of the Netherlands. Stay away from booking.com
Hello Jason, I am sorry to hear this. Please post your booking number so I can contact the hotel to see if they are willing to make an exception by waiving any fees they have charged. Regards, Andrea
Booking confirmation was never received. Just received the noshow cancellation cost. 503 euros out the window. No reminder was sent either. I used hotels.com for 4 other reservations and was very happy.
Hello Nils,
I am sorry to hear about this. Booking.com does provide an email confirmation to the email address that is provided on every booking, I would suggest you check your spam/junk file. While Booking.com does not provide guests with a reminder, we do allow guests to log into Booking.com to manage their bookings. Once logged in, you will see a list of all upcoming bookings and details. Guests do not even need an account, as they can use the booking number and pin code provided in the confirmation.
Can you provide your booking number so that I can look into this further? You can post it here, or email me at customer.web@booking.com (please note your post in the email).
Regards,
Kristen
Booking.com Customer Service Team
Due to the arrogant and rude manner with which a young male dealt with my telephone queries, I have just cancelled two separate bookings for accommodation I had previously made with booking.com. For the majority of us, dealing with customers in a polite and courteous manner is common sense. Clearly, booking.com needs to train its staff to behave like this.
Hello Rudy,
I am sorry to hear about this.
Booking.com prides itself on providing the best possible customer service. I would like to look into this for you further, and see if there's any way I can address this. Can you please provide me with your bookings number?
Regards,
Salvador
Booking.com Customer Service Team
Booked the hotel Stamford Plaza Sydney Airport
thru booking.com. This site misrepresents
the hotels. This hotel is not a 4.5 star
Property. It is dated and dirty!!! The
Description is not accurate! Very
Fraudulent misrepresentation!!! Use
Hotwire or Kayak or the other sites.
They are truthfulp
Hi there.
Please accept my sincere apologies for any inconvenience you have faced.
I have located your reservation and will contact you shortly.
Regards, Sergejs
Booking.com Customer Service Team
I didn't wanna give them any stars! Horrible customer service and the website describes the rooms completely different...was suppose to be in a double queen suit and ended up being in a standard room double queens but somehow on there reservation screen it says standard room but my paper work says suit...I must have changed it...DO NOT USE THIS SITE!!! Such a rip off.
Hello Wendy,
I'm sorry to hear about this. Please note the information that Booking.com disclose is based on the information provided to us by accommodation providers. This information includes policies, facilities, rate, availability and room descriptions.
You are correct, the hotel should have provided you with the room type that was listed on your confirmation. I would like to investigate this further. Can you please provide me with your booking number?
Regards,
Regi
Booking.com Customer Service Team
Terrible customer service. Firstly it took months for them to load my hotel details onto their system. After several follow-ups, there was still no progress in terms of us being loaded onto the system. I had a technical problem when doing their reporting online. I sent customer services email asking for assistance and they never assisted me. Now they have billed me for stays that were not fulfilled. I have even provided the proof that I requested assistance and now they refuse to take accountability. They claim that customer services was ccd in the email and therefore were not obliged to action the email yet evidently they were a direct recipient of the email. It is ridiculous as they have de-activated my account and are insisting I pay before they can activate it, yet NONE of the nights were fulfilled.
Hi Rele,
I'm sorry to hear that you feel this way. If you would like for me to assist you I will need for you to provide me with your hotel ID. If you are uncomfortable posting your hotel ID on this forum, please respond by direct message.
Regards,
Regi
Booking.com Customer Service Team
Website Tricked me into commiting to a reservation, then charged a large cancellation fee almost the cost of 1 night. I refuse to use companies that intentionally deceive me in order to increase business, I will never use booking.com again. Once you give your credit card number, you are doomed with Booking.com
Hello Alexander,
I am sorry to hear about this.
Hotels that advertise on Booking.com set the rate/policy of the rooms that are offered. Often, the option to cancel is determined by rate (a booking that does not allow free cancellation is often the least expensive). These details are provided to guests prior to booking, under the "conditions" column (with additional details provided if you hold your cursor above the blue "?").
Booking.com requires a great deal of information in order to make a booking, and asks a guest a number of times during the booking process to confirm the details. This is to ensure guests understand they are booking, as well as the hotel they are booking and dates. I would like to look into this for you, can you provide your booking number? You can post it here, or email me at customer.web@booking.com Please note your post in your email.
Regards,
Kristen
Booking.com Customer Service Team
DON'T BOOK WITH THEM!! GETS WAY TOO COMPLICATED AND I DIDN'T ACTUALLY SAVE ANY MONEY!!
I’m due to stay at the Reservation Hotel Exedra Nice on the 9th
March (something special for myself and my boyfriend for my
birthday) and am slightly concerned about my booking now for two
reasons,
1) I booked it through booking.com, now from what I have read about
them seem slightly shady in the way they earn their
‘no fee’ business. This booking I have made if non-refundable, and
if I cancel I loose 167 Euros.
2) I have received the following poorly written bizarre email from the hotel:
Dear Madam / Mister,
We thank you for your new reservation at the Boscolo Hotel Exedra
Nice.
I am send you attached the credit card debit form to complete and
to send us back with the copy of your credit card (both sides) and
your ID, within 24h, in order to charge the prepayment of your stay.
Without any answer within 24h, your reservation will be
automatically cancelled.
We remain at your entire disposal for any further information you
may need.
Best regards,
*************
(i’m not going to put the persons name, I think that is abit mean.)
P/O
I had to double check with the hotel as I thought it was a scam
email from africa, asking for ‘zeee monies’, so they are asking to
send copies of my CC card both sides and ID, only ID I have is a
passport, essentially I’m assuming to make a NON SECURE
transaction, or just to perhaps keep some of my most important
details: my CC and passport details on record?! I’m sorry but who
in their right mind would supply that information NON SECURE,
when we live in a time that fraud/money theft is rife and we have
10 million passwords for everything we use etc also when I have
been through a SECURE transaction payment process online, using my
passwords etc. I’m disappointed about this
already, as I’m not even sure that is legal?
So I have been on the phone to booking.com and to France twice
(from the UK), costly and not how I want to spend a Monday night. Slightly annoyed
at Booking.com because they did the whole, “It’s not us it’s them”...type
thing. They did not make any of this clear on their website.
So I have spoken to France, expressed my concern/annoyance etc, and
the poor boy on the phone was very nice and helpful, and said I should
send and email saying that I’m uncomfortable about sending this
information, which is fine, I did. Then I speak to Booking.com
(sighhhhh) again then they advise me that I just have to respond with a
confirmation that I authorise the CC payment, which is what I
thought I did when I PAID and entered the tiny numbers from my CC
card online. So this has all been very long and boring and not what
I wanted.
The hotel say:
Dear Madam
Due to several stolen credit card used to make a room reservation on different websites , in order to secure the payment of the non refundable reservation , we need to receive the authorization completed and signed by the credit card holder with the copy of the both sides of the credit card
This process is requested by the different bank company to avoid non valid transactions
We are sorry to add another step in the process of making the reservation and we look forward welcoming you at the Boscolo Exedra during your next stay in Nice.
Which makes no sense. I’ve never booked a hotel in this way. This was not made clear on Booking.com at all.
I just don’t see why it’s been made so difficult, all I want to do was pay for the room, SECURE ONLINE
arrive on the 9th check out. Now there is this 24 cancellation thing of a none
refundable reservation hanging over me, how convenient, for both the hotel and booking.com.
Now I’m not sure about the hotel, looking at reviews, it doesn’t seem to be up to the 5 star
standard they say it is.
So apparently I still have the booking even though I have not sent them my CC detals, but i’m a little anxious now that there will still be some problems having read other reviews, like ‘sorry you didn’t send your CC
details so we cancelled your booking’, or because you have been perceived as being difficult because you won’t give them all your most important data “here is your broom cupbard of a room”. I have totally lost faith and slightly dreading the 9th, just because I don’t know what I’m gonna get and I’m minus 167 Euros!
AND BTW there was also no point in booking with booking.com becuase there was no difference in the room rate, I checked the hotel website. Actually don't book at this hotel, pain in the arse!
If you have any problems booking.com push it onto the hotel, blame policy, which already has your money so they don’t care.
Many thanks for you eyes.
Dear Amanda,
I am sorry to hear about the confusion regarding the payment of this room.
The hotel is asking for your details in order to make the payment for your room reservation. This is an extra step taken by hotels to securely process the payment of your room. They require this information because this is an international transaction and to prevent fraud they require your information to ensure that you are the owner of the credit card and are approving of the transaction.
The hotel requires this information because you have booked under their non-refundable policy and the hotel requires the reservations cost to be fully prepaid. This is usually a lower rate than one with free cancellation because it locks you into the dates that you choose, with modification or cancellation subject to hotel approval.
Kind regards,
Brian Montenegro
Booking.com Customer Service Team
Booking.com refused to refund me after having made a total hash of an amendment they were making for me. Instead of changing my booking from one day to another day, they booked me for 2 nights, neither of which I wanted. They admitted it was their mistake but would do nothing about it!
Hello,
I ma sorry to hear about this.
I would like to look into this further, can you provide me with your booking number?
You can post it here or email me at customer.web@booking.com. Please note your post.
Regards,
Kristen
Booking./com Customer Service Team
Well they listed an apartment in Medellin Colombia---Apto. 401 Balcon de la Castellana. Go to my review. The place cost 620.00 for six nights. It was filthy and the sliding shower doors were missing WHEELS and the top brackets in two showers were unsecured, My friend was almost seriously injured when he tried to open the one sliding glass door and it fell off the track and the top bracket came apart luckily I rushed in to assist. That was just the start.
Booking.com reply--"we're sorry" we will let the owners know. If you wish to see how filthy and poorly maintained the place was I have pictures of it. Email me at zed99@lycos.com and iI will gladly send them to you.
Hello,
I am sorry to hear about this and I hope your friend is ok.
I would like to look into this further, but do not find a booking under your email address. Can you provide your booking number? You can post it here or email me at customer.web@booking.com.
Regards,
Kristen
Booking.com Customer Service Team
WARNING! WARNING! Never use this website- so unpleasant and unhelpful. Name of her is Katy - what a horrible and abrupt person.
Hi Jean,
I'm sorry to hear of your unpleasant experience. Please note that Booking.com aims at providing satisfactory customer service. I would like to look into this further. Can you please provide your booking number?
Thank you for your feedback, it greatly assist us in improving our standards.
Regards,
Regi
Booking.com Customer Service team
I have used Booking.com three times in the past year and have been completely satisfied each time! I have had no problems what so ever. I was slightly hesitant at first as i chose the option to pay on arrival at the hotel and felt really weird about the fact id apparently booked a room flown to get there and yet to pay. But time and time again its been a pleasure and its the only site i go to now to book my hotels or apartments.
Hello Amy,
Thank you for the kind words and your support. I'm excited to hear that your experience with Booking.com is a pleasant one. I look forward to Booking.com being your choice of future online reservations.
Cheers,
Regi
Booking.com Customer Service Team
Our company has been a faithful user of booking.com for a good few months now for our corporate bookings.
During one attempt to cancel the booking for London Marriott within the free cancellation window, it was immediately reflected as [CANCELED] on the site and we safely assumed it was cancelled. We did NOT receive any cancellation emails (as we would have, considering the previous bookings/cancellations we have done). We safely then booked another hotel in view of this cancellation around the same vicinity.
HOWEVER, a week into the stay-period, we are shocked to have been billed a hefty NO-SHOW fee for London Marriott (which is cancelled then on site) and when we logged back in to check (it amazingly shows NO-SHOW, instead of CANCELLED!!).
I do not know if it was on booking.com's rep's part that they failed to cancel promptly this Marriott booking and thus caused this big penalty fee but it is atrocious to blame the customer for (double-booking, according to the Customer Support) for your site's technical error and failure to confirm via email to us. We have always received confirmation/cancellation emails previously, but there was NONE for this.
The customer service (female, obviously I didn't bother to ask for her name as it would just be an alias) was pretty rude when she attended to my questions with sarcastic comebacks and all she could say was she'd forward a refund request (but according to her system, there were no cancellation requests ever done) to the hotel in respective and "get back to me" with the hotel's refund response.
Acting on behalf of a corporate entity, we would strongly advise the readers to book directly with the hotels themselves instead of booking.com agent. It's extremely saddening to know how actually middlemen agents like booking.com works to earn their keep.
Extremely disappointed.
Hello Charlene,
I'm sorry to hear of your disappointment and that you feel this way. Please note once a reservation is canceled both guest and hotel receive the cancellation confirmation automatically. Once a reservation is canceled the hotel does not have the ability to mark as a no-show. I would like to look into this further and check the progress with the refund request. Can you please provide your booking number so that I can assist you?
Regards,
Regi
Booking.com Customer service Team
Absolutely disgusted with booking.com made a booking with them for January 27th for st David's in Cardiff. Checked my bank today and booking.com had booked something in our name using our card for the 4th February for the same hotel. Luckily hotel was very understanding and understood the freadulance in this and refunded me the £115 back. Called the customer services for booking.com who were very UNHELPFUL. Continuesly interrupted me and basically we're very rude. There was not even an apology for the inconvinience. I was also on hold for the majority of the phone call. Asked for a complaints department. Customer services then advised me that there is not one!!! Which is ridiculous! Spoke with a manager in the end not very helpful either. I recommend NOT going with them!!!! be careful of fraud.
Hello Andrew,
I'm sorry to hear about this. I would like to investigate this further. Can you please provide your booking number? Thank you for your feedback, it greatly assist us in improving our standards.
Regards,
Regi
Booking.com Customer Service Team
I have read some other reviews of booking.com. I seriously strongly feel such sites need to be disbanded in customer interests. I had made a booking at Apartment k, Reykjavik. The condition of booking was that a one day tariff will be charged for confirmation. The card was declined. And one assumed the booking is cancelled because the necessary condition of reservation was not complied with.There was no correspondence for next almost two and a half months,no one day rent was debited to card, no phones, nothing, and suddenly a debit of 1000 euros lands up.Booking.com told me that they sent one mail, just one, saying even if card is declined, the booking is on until I cancel it.Like so many mails they send, this too landed in spam, and I realized it only when I went looking for what they call is their confirmation. This raises serious questions. If debiting one day tariff is not a condition for reservation, then why debit so many people. Indeed if a reservation made months in advance does not get cancelled with no money transaction or guarantee, then we should all give wrong card details,and enjoy cheaper tariffs. Afterall it does not seem that the booking is dependent on charging card for one day stay.
Any reinstatement of booking by definition needs customer consent. To say that you made a booking, it did not go through, you have not paid money as a guarantee for booking, but we will still debit you,does not stand test of common sense or justice.
Then comes the role of booking.com. Very conveniently they say its a policy of hotel, they have nothing to do. Then why be the interface and make money. Lets all start booking direct with hotels only.
Hello Atul, sorry to hear of the trouble you've had. Although Booking.com's website requires a credit card to make a booking the policy conditions are set by the hotel. If a hotel indicates a credit card it not accepted you are notified via email. I am sorry to hear that the email sent to you went to your spam folder. Even after the fact the hotel can still enforce the policy conditions of the booking you made. If you have any other concerns, please post your booking number or email it to customer.web@booking.com referencing this post.
Regards, Andrea
Booking.com Customer Service Team
Deceptive advertising. The room category that I booked at the Chalet Suisse in Valberg France was not the room I was given. I was given a much lower category for the price advertised. After discussion, I was given another r)room ( larger) but still not as advertized. I wrote a review on my stay at this hotel but my review was printed incompletely and presented in an inaccurate manner. User of this site BE AWARE and careful: You may not get what you are supposed to get and thre is no compensation for your lost disappointment.
The
Hello,
I am sorry to hear about this.
Booking.com has customer service agents available to assist guests anytime there is a problem such as you described.
Booking.com feels guest reviews are an important service that is provided to guests, as it allows future guests to read an unbiased review of the property. Employees are not allowed to change any part of a review. However, I can resend your review to you to complete a new review. Please also note that reviews are only used for a review, if you included your complaint in the review, it will not be responded to.
Can you provide your booking number so I can further assist you? You can post it here, or email me at customer.web@booking.com (please note your post in the email).
Regards,
Kristen
Booking.com Customer Service Team
I have received an email on 27/12 from booking.com and tell me about I didn’t ceck-in to Eurostars Roma Aeterna Hotel and no show penalty EUR 599.25 will be debited to my credit card. The email stated that I have made this reservation on 29/10. At that moment, since I didn’t carry my notebook and can’t really check my booking record when I was still in Rome, so the only thing I can do is to reply to that email directly, and claim that I must check my record and I am sure I have cancelled the booking, and asked them don’t charge to credit card not until 2 Jan until I figure out what’s going on.
When I get back to HK, I checked my email record in my email box and contact to booking.com customer service directly by phone to clarify that I have never received any order confirmation regarding to reservation of Eurostars Roma Aeterna Hotel. I have made several bookings on 29/10, but I have well received the order confirmation for other bookings, but not this hotel. I remembered that I have reviewed this hotel but not “BOOK” this hotel. With NO order confirmation email nor reminder email, the first email I have ever received is the no show penalty email.
I have contacted to booking.com several times both by phone and by email, they insisted that their system have sent out the email successfully and they don’t send any reminder email to customers. Plus booking.com have charge $0 dollar during the transaction, all penalty are debited by property directly, they can’t do anything on this and ask me to contact to the property directly. When I have contacted to Eurostars Roma Aeterna Hotel, they said they charged the penalty payment based on the T&C of booking.com and if I have didn’t received any reminder or confirmation, I need to negotiate with booking agents directly.
That’s total ridiculous and totally rubbish when they are pushing the responsibility and liability to each others. Without single 1 notification, the first email I ever received that is the no show penalty email. Both booking.com and Eurostars Roma Aeterna Hotel were ignored my reply on 27/12 and debited to my credit card on 29/12. Even though I have provided my email record to both parties, hotel said I should contact to booking.com, booking.com said they don’t charge a single dollar from me. Both parties evade the responsibility they should bear.
As a purchaser, booking.com have the obligation to notify consumer what order they have made, that is the reason why purchaser must send the order confirmation email once the order have made successfully. The reason of a reminder email is to MAKE SURE at least more than 1 notification have been sent to consumer, to remind them what order they have made and minimize the possibility of missing email.
But now the first email I have received is the no show penalty email which I have NEVER received a single email before about this booking have been made. What is the different from a fraud transaction if no confirmation is received???
Even I bought a T-shirt, I do have at least 7 days of time period to return it after payment have been paid, furthermore I have never book this hotel and never stay to this hotel, why do I need to pay for a transaction I didn’t made? This is a big sum of money for me, both parties replied to me they don’t have the responsibility to refund to me? What the different from fraud then???
According to the T&C of booking.com at point 7 –
“an email which we (booking.com) may send you shortly prior to your arrival date, giving you information on your destination and providing you with certain information and offers (including third party offers to the extent that you have actively opted in for this information) relevant to your reservation and destination,”
Obviously booking.com is failed to do so. This is total useless to make the complaint to Booking.com customer service, they just keep telling you they are sorry, but they ARE KEEP TELLING YOU BASED ON THE T&C, THERE ARE NOTHING THEY CAN DO TO HELP YOU. This is absolutely ridiculous that Booking.com passes the blame on the hotel. The hotel passes the blame on Booking.com. NEVER NEVER EVEN THINK ABOUT TO USE BOOKING.COM. WHEN ANYTHING GO WRONG, THEY JUST SAID THEY CHARGE ME NOTHING DURING THE TRANSCATION. AND NOTHING THEY CAN HELP YOU WITH.
Guys, I been debited for EUR599.25!!!!! and booking.com has said to me they have no obligation since they are not the party who charged my credit card. I must deal with the hotel directly which I have already did so. Hotel passed the blame back to booking.com. The critical thing is I HAVEN'T RECEIVED EVEN 1 NOFICATION / REMINDER EMAIL ABOUT "CONFIRMED". EVEN I CANCELLED OTHER RESERVATION THROUGH BOOKING.COM WHICH MADE ON 29/10. MY BOOKING.COM NEVER SHOWED BOOKING / RESERVATION OF Eurostars Roma Aeterna Hotel. HOW CAN I CANCEL IF THERE IS NO INFORMATION AT ALL!!!!!!!!
Hello Tracy,
I'm sorry to hear that you feel this way. Please be advised that the hotel is responsible for the policies listed on Booking.com. If a hotel charges for a no-show it is in accordance with their policy. The general no-show policy of each accommodation provider is made available on Booking.com on the property information pages, during the reservation procedure and in the confirmation email.
When a reservation is made on Booking.com an email with the booking number and pin code is automatically sent to the email address we have on file. The booking information is also immediately displayed after the reservation is confirmed. A guest can also use the booking number and PIN code from the confirmation page to log on to My Booking.com to access a copy of the confirmation email.
I would like to investigate this further. Can you please provide your booking number so that I can look into this?
Regards,
Regi
Booking.com Customer Service Team
I LOVE the book now and pay later feature! It is great because when you are planning for big vacations or small 'staycations" you don't want to pay the lump sum upfront. I only give it 4 stars because I haven't completed my stay yet. But I have been to the hotel before and know I will like it. Just need to make sure my check-in is seemless and that I truly dont get charged before then.
I will update my post accordingly. Thanks
CHEERS!!
I booked a room for my fiancee. I used my card but put the reservation under his name. I have done this before from other websites and had NO PROBLEMS with him being able to check in. booking.com however, has it set up so that they have to have MY license and MY card at the hotel at check in because booking never goes directly through me. An hour later, the hotel is telling me they will have to charge my card again so that he can sleep there and I had to fax them photo copies of my license and card. Just an AWFUL hassle. I use travel sites a lot and I will NEVER use this one again or recommend it to anyone.
Hello Lauren,
I am sorry to hear this. Booking.com only requires a credit card to reserve the room. The hotel takes payments and they have certain requirements and procedures which need to be followed when a guest makes a reservation with a credit card of another person. This is for security reasons and to protect the owner of the credit card being used if it is not in the actual name of the guest who will be staying at the hotel. If you require any further assistance please post your booking number or email customer.web@booking.com referencing this post.
Regards, Andrea
Booking.com Customer Service Team
First time using Booking.com. Very impressed with the variety of lodging available. Will definitely be using Booking.com again when I am looking for lodging.
Booked a hotel on their site, was not as advertised. Paid for 4 nights but left after 1. Was initially told by hotel that I would receive refund but in check out they refused to give me my money back. Booking.com took no responsibility in trying to retrieve my money (even though they made money from the transaction) said the hotel refused to pay back my money and I was to try again. They washed their hands of the situation.The whole reason I contacted them was because hotel refused my promised refund. Totally useless, tried to make out that they had no power, despite this being a 3 way agreement. They asked me to send them discriminating photos which I did, however, they still did nothing and continue to advertise hotel despite the added photos and comments. Disgraceful and will not book with them again. Beware as they seem to side with the hotels and not the customers.
Hello Joyce,
I am sorry to hear about this and would like to look into this for you.
Can you provide your booking number so I can better assist you? You can post it here, or email me at customer.web@booking.com (please note your post in the email).
As soon as I have your booking number, I will look into this and get back to you.
Regards,
Kristen
Booking.com Customer Service Team
BE WARE OF EXCESSIVE CANCELLATION FEES ON YOUR CREDIT CARD!!! AVOID BEING SCAMMED!
My wife booked a hotel in Malacca on Wednesday early in the morning for our Saturday trip. On booking.com site, there was no warning about any fees relating to cancellation. The notification about the cancellation fees were sent via email when the hotel was booked and the credit card information was collected. We discussed about our weekend plans and didn't want to go. One hour after the hotel was booked she cancelled the hotel assuming that it was more than 72 hours before we can check in therefore no cancellation fee should be charged. To our surprise, her CREDIT CARD WAS PROMPTLY CHARGED FOR OVER $140 FOR THE ENTIRE STAY!!! When we called booking.com, the agent named Susan was very rude and said the fee was charged by the hotel and there is nothing she can do about it. She said it is entirely my wife's fault because there is a tiny "i" icon, which if my wife would have hovered her mouse, would have seen the fine print. She won't even bother calling the hotel to discuss. We asked IF WE COULD STILL GET THE ROOM, AND SHE SAID "NO" BECAUSE IT WAS CANCELLED!!! We will be basically CHARGED TWICE for the same room if it is available and book it again. Her explanation was that basically booking.com collect the credit card information for the hotels and ONCE YOU BOOK IT, THEY ARE NO LONGER RESPONSIBLE for any dispute or issue relating to the transaction. My wife has used their website for many of her trips but unfortunately that means absolutely nothing to them.
Booking.com LOST A CUSTOMER FOR LIFE, BUT I AM SURE THEY DON'T CARE!!!
Hello,
Hotels that advertise on Booking.com set the rate/policy of the rooms that are displayed, with many hotels offering various options (like a pre paid/non refundable room at the lowest rate, or a pay when you stay, free cancellation at a higher rate). These details are provided under the "conditions" column prior to booking. I do apologize that you feel our customer service was not helpful and would like to look into this further, as well as ask the hotel if they will waive the fee. Can you please provide me with your booking number? You can post it here, or email me at customer.web@booking.com (please reference your post).
Regards,
Kristen
Booking.com Customer Service Team
I had a real problems with my reservation in Istanbul. My boyfriend and me were going to have a romantic New Year weekend, but we got into a trouble with double payment for hotel and finding new place to stay in the night. We came to hotel witch we booked and hotel owner said that his hotel was totally closed. It took us to find new hotel 4 hours in the night and we made new reservation in another hotel via booking.com. So Booking.com has taken money for both reservations. booking.com agents promised me to resolve my issue and refund money but I didn't get my money back . Customer service even didn't answer to my emails. And finally I've found that my booking.com account doesn't exist anymore... Guys, what is going on?
P.S. Booking.com customer relations team has resolved this situation. I've got the whole refund and polite support. Thank you!
Hi There Maria,
I'm sorry to hear about this. Please be advised that Booking.com did not take payment for your reservations. I would like to assist you with the double payment and I would also like to check the status of your Booking.com account. Can you please post your booking number so that I can look into this further?
Regards,
Regi
Booking.com Customer Service Team
Last December, my family and I had a bad experience in Paris. On the evening's arrival, we found out that our service apartment reservation was overbooked and was cancelled without informing us. So, we were left on the dark and cold streets, homeless for quite a few hours.. my sis had weak legs, my young kids tired, we wasted time and $$$ on the telephone, hungry and worried cos it's difficult to find rooms for all of us in the last minute.. My WARNING here is DO NOT USE
BOOKING.COM.
That's right! we booked thru them and got in trouble. We wrote to them and they refused to compensate us in any way.
Their reason was they tried to help us find alternative accomodation but we rejected them. But the thing was, they didn't listen to our requests. Now as customer, we hv every right decide or otherwise if their alternative was suitable.. which we deemed unsuitable due to the inconvenience in location and bad hotel condition according to their website review. I told them that my elderly sis legs are weak so can't stay too far from the central, and yet they kept giving us alternatives that were further and further away. also the hotels have poor facilities. we were prepared to pay for the alternative stay so we have every right to choose. All we expect was have them compensate for the first night's 2 room stay as we found them ourselves in the end. and also for the taxi we took to move to another hotel the next day. And we have not even ask for the telephone bills!! But sadly they refused. It's all very frustrating, our dream holiday was ruined with bad memories in Paris!!!
Since they refuse to compensate us (after I have given them time to do so). I want to tell as many people to be careful of Booking.com cos their final reply was:
"We appreciate that it is very likely that you selected Apartment Paris 5ème St Germain des Prés in part because of its description and facilities as advertised on the Booking.com website. However, as previously mentioned, the accommodations themselves are responsible for all the information provided to you. Booking.com acts as an intermediary between the guest and the hotel and is therefore responsible for delivering the reservation correctly to the accommodation. Once the accommodation has confirmed the reservation it then becomes their responsibility to accommodate the guests. "
They said it's not their fault eventhough I have proof of their confirmation of our booking. Also, what frustrates us was that they do not have a specific person who handles your case.
Now everytime the word "Booking.com" appears, it's so repulsive.
Hi Koh,
I'm sorry to hear about the issues you faced. I can see that my colleagues from the specialized department have personally been in contact with you to address your complaint accordingly. Should you have any further questions please do not hesitate to contact me.
Sincerely, Mac
Booking.com Customer Service Team
I booked 3 nights at the Moderne Hotel in New York over New Year but decided to cancel as we were offered a very good package from Dial a Flight who i must say were fantastic and i would strongly recommend them to anyone . We cancelled the booking on line but received no confirmation from Booking.com .Both my wife and i checked to see if we had any bookings so we looked at the website and clicked on the booking button which shows upcoming trips and there was no mention of the booking with the Moderne Hotel so we logically assumed it had been cancelled . Wrong . According to Booking.com we never cancelled it so we have now been hit with a cancellation fee from the Hotel . Would i recommend Booking .com no no no. Will i ever use Booking .com no no no
Hello Nigel,
I'm sorry to hear about this. When a reservation is canceled through Booking.com a confirmation email is automatically sent to the email address that is file. If the email was not received we advise guest to check their junk/spam folder. The customer service team is also available 24/7 365 to assist with confirmations. I would like to look into this further to see if I can assist you. Can you please provide your booking number?
Regards,
Regi
Booking.com Customer Service Team
My friends and i booked a hotel in Paris named Peace and Love Hostel for a week. They charged my dad's credit card for €73 while on the site you said it is free to book. Then i sent you an email and it was said that the charge on the credit card was only to make sure whether my dad's credit card was active or not. Whatsoever, it pisses me off because the hostel said the same way. I need my money back. This is very inconvenient. I don't get your procedure.
Hello Volva,
I'm sorry to hear that you feel this way. You are correct, it is free to book on Booking.com. However, it is also disclosed on Booking.com that the hotel reserves the right to pre-authorize the credit card to confirm if it is a valid credit card. I would like to contact the hotel in regards to the pre-authorization. Can you please provide me with your booking number?
Regards,
Regi
Booking.com Customer Service Team
I feel there is a need for all suppliers to be aware of the difficulties I have had in dealing with Booking.com, and to warn all operators that this company treats its suppliers with utter disdain.
It all started with an overbooking. Guests arrived for a 2 night stay and we knew nothing about them and we could not locate any booking email. Unfortunately we were full for the weekend and could not accommodate them. We therefore looked up alternative accommodation on Booking.com, so that it would still get its commission, and found another nearby property that had a vacancy, but at a slightly higher tariff. It also provided breakfast which we don’t as we are a self-catering property. The guest agreed to the accommodation and price and so I rang and personally spoke to a Booking.com operator who agreed after consulting the guest to transfer the booking to the other property. The guests were satisfied, and left to go to the other accommodation.
Booking.com then had the hide to try and charge me commission, despite putting through the new booking to the other property and charging them commission as well. I lodged a strong complaint about double dipping and they finally reversed the charge to me.
The next thing is I received an invoice from Booking.com for the $55 extra tariff that the guest had to pay, despite the fact that they had agreed to pay it.
If we were to be charged the extra $55 then the operator should have clearly told us so at the time. In such a case I would have booked cheaper alternative accommodation elsewhere. I’m not in the business of shelling out $55 for nothing ! I don’t know why they have taken this stance, as they earned extra commission on this booking because the tariff, agreed to by the guest, was $55 more than they would have otherwise got. I have refused to pay their invoice.
Not long thereafter we received a 4 night booking email from Booking.com for a guest to arrive the same day on behalf of an Italian Travel Agent with no individual name specified. We thought this was a bit strange, but as these are confirmed bookings, and came via an official Booking.com email, we had to accept it. The email provided AMEX credit card details for payment, however as we don’t accept AMEX we tried contacting the guest for an alternative credit card. The phone number given and the email address did not work. I then looked up this company on the Internet and could find no reference to it, and the address that was provided did not exist.
We were full for the first two nights of this booking and felt that we couldn’t just cancel it, as the guest may well just turn up. In the meantime we turned away two other inquiries for the first two nights of this booking in the same unit. It became more obvious that this might be a fake booking. Naturally, by the end of the night, no-one turned up and we had no option but to cancel the booking. Unfortunately in the meantime we had lost the opportunity, and income, to book the unit to someone else. We notified Booking.com and lodged a complaint about the fake booking.
After I had warned other operators in my local area, I received a phone call from another property advising that they had just received three fake bookings !
One of the first suggestions that I made to Booking.com was that they should have performed a simple credit card test at the time of making a booking. Booking.com asks suppliers to list what credit cards they accept on it’s website, but then they just allow the guest to enter details of a card that is not actually accepted. In this case, had the guest not been able to make a booking using AMEX, the fraudulent booking may not have come through and we would not have lost the income that we did. Of course the credit details would have most likely been fake as well, or it was a stolen card, however Booking.com does no credit card checks.
So what did Booking.com do ? They issued me with a termination notice for daring to criticise their procedures and making suggestions for improvement ! Their only argument was that their terms and conditions state that every property must accept AMEX credit cards. I felt they had no right to demand that properties take a specific type of credit card. I wondered whether they were getting some sort of kick-back from AMEX.
I therefore decided to do a bit of investigation and found that, of the 140 properties listed on Booking.com in my local area alone, 67 (or 48%) do not accept AMEX credit cards ! No doubt this statistic could easily translate to all other properties in Australia, let alone the world. It was impossible for me to agree to Booking.com’s contract conditions in the circumstances. So if they were going to terminate my listing because I didn’t take AMEX, then they should do likewise for every other property in the world that also doesn’t accept AMEX.
In any case they obviously allow properties to transact without AMEX as evidenced by the banner on the booking page for my property warning guests that this type of credit card is not accepted, and the fact that their Extranet requires properties to indicate which credit cards they do accept and which they do not. In any case the warning would have little influence on hackers. A simple test at the time of a guest booking would easily solve this issue. Instead suppliers have to go the trouble of trying to contact a guest to get another credit card. Why they can’t see that is simply beyond me. They steadfastly refused to change their process.
One of their junior employees in Australia then advised me that this particular booking was legitimate and they had other bookings from this same “Travel Agency”, even though he had done no checks of his own to see if it was in fact a real company/travel agent !
There is obviously a problem with Booking.com’s business model. As they don’t take any funds from the guest, all the risk is on the supplier.
After further representations from me they eventually reinstated my property.
When they continued to chase me over the unpaid $55 invoice for the overbooking, I decided that, as I had lost money on the fraudulent booking, I would invoice them to recover my costs. I therefore sent them an invoice for the same amount of $55 which was just a token amount of compensation for the 2 nights lost income that I could have received had I not kept the reservation for the fraudulent booking. Needless to say they have ignored this invoice which is now accruing interest on a monthly basis.
Of course the sensible thing to do would be for both of us to cancel our $55 invoices and call it quits in the interest of good customer service. But that’s a bit too much for a company like Booking.com. They have now suspended me again for non payment of their $55 invoice, whilst at the same time ignoring my own invoice!
Stupidity reigns supreme at Booking.com !
Hello,
I am sorry to hear about this. From reading your post there seems to be some communication gaps. I would like to ensure the correct information is presented to you, can you please provide your hotel ID number so that I can look into this and get back to you?
Regards,
Regi
Booking.com Customer Service Team
I am writing here with a complaint against the inaction of booking.com and China Hotel Marriott in Guangzhou, China.
The point is that I booked two rooms in this hotel on October 18, 2013. Those were bookings for my colleagues who went to China for a business trip. I reserved the rooms via booking.com using my credit card but I indicated in the comments box that the guests would pay for their stay on their arrival by the card of one of the guests (it was written that it is possible to give my credit card number just as a booking guarantee).
Nevertheless, when the guests checked-in, I got a message on my mobile phone that China Hotel Marriott charged 1380 RMB from my card. I know that the whole cost of their stay was charged from the guest's credit card at check-out. I immediately contacted booking.com and they assured me that this sum of money was not charged but was only “frozen”. They assured me that the money would be returned to my card within 35 days.
35 days passed and nothing happened.
I would like to point out that I am not a sheik’s daughter and not an oil tycoon to forget about this money. This is a big sum of money for me.
I contacted booking.com again who promised to settle the problem as soon as possible. We have been corresponding for almost three weeks already, but this correspondence gave no results. I provided booking.com with my credit card bank account statement which they asked for. It is clearly stated there that the money was charged by the hotel but it was never returned to me.
They also asked me to send them a scanned copy of the invoice which the guests received when he checked out of the hotel. However, I do not have this document because it was sent to our auditing company two months ago and there is no possibility to get it back. Anyway, I am absolutely sure that China Hotel has all records of the guests’ payments and it is not such a tall order to get it from them. Besides, it is written on booking.com that they have an office in Guangzhou, but for some reason they cannot send anyone to China Hotel Marriott to get the invoice and settle the matter.
They refuse to give my money back without the invoice which I am not able to provide through no fault of mine!
Now 2,5 months passed of wasted nerves and time. I cannot remain patient because any patience has an end.
Hi Yulia. I'm sorry to hear about your negative experience. Could you please post your booking numbers so that I can investigate further?
Regards, Konstantina
Booking.com Customer Service Team
Made a reservation in London 3 nights 3 doublerooms and 2 month in advance. Since we are a group of 6 people I wanted to make sure we had full right to cancel at least until we had found a reasonable flight. For that reason we didn't even aim for lowest price. When confirmation came from booking it stated full payment-no cancellation!!
Booking refused to adjust and blamed the hotel. Hotel hides behind booking.com. £1250 gone if we can't arrange with flight for everyone.
Please Avoid, go directly to each hotel instead
/Mikael stockholm
Hello Mikael,
The cancellation policy of each reservation is listed under the "conditions" column and is visible prior to completing the booking process. I can contact the hotel on your behalf and see if they would allow any exceptions. Can you please provide me with your booking number?
Regards,
Lissa
Booking.com Customer Service Team
Their booking guarantee is not to be relied on. "No booking fees. Booking.com services are always free, so you save money." I made a reservation last November for a weeks stay in July 2014. The Imperial Hotel debited my credit card for all 5 nights stay. Booking.com was unhelpful to say the least. The service is astrocious with customer service requesting proof of payment even after I sent them my credit card transaction details. It's been 2 weeks and I still haven't received my refund. No thanks to you, Booking.com
Hello May,
It is true, Booking.com does not charge you any booking fees. However, depending on the selected policy the hotel can charge you according to that specific deposit policy. This information is visible prior to completing the reservation and also on your confirmation email. Can you please respond with your booking number? I would like to investigate this follow up with you.
Regards,
Lissa
Booking.com Customer Service Team
We are trapped in a terrible room in Barcelona and can't leave leave without losing our entire payment! We booked 4 nights in Barcelona in what looked like was a charming guesthouse, "steps from restaurants and bars". It is actually more expensive then any place we have stayed in Europe in the last two months of travelling but we figured it was Barcelona and it looked good in the pictures and description. It is NOT at all like described! The rooms are extremely small, beat up, uncomfortable and not at all charming. There is only minimal heat in the actual room and none in the kitchen or bathroom. There are no open restaurants nearby and is surrounded by construction sites. I actually could go on and on about the problems with this place but to get to the point we contacted the hotel and asked nicely to be released from the contract because we are so uncomfortable. They told us we were welcome to find another place but they would not refund us a dime. So we contacted booking.com to see what we could do and they have not bothered to even reply. Using booking.com to book a room leaves the customer with no protection from bad hotel owners not providing customer service, fulfilling what they advertised or a way to get out of it without losing their money if it turns out to be a bad experience. BTW, we contacted the hotel again asking that since they would not let us leave without refunding our money they could they at least provide us with heat. No response from them on that ( and no heat). They have our money, booking.com won't respond and here we are stuck.....Call hotels directly and book your room! At least you'll then have a way to leave if it's not what suitable and it will probably even be cheaper. That's a whole other post!
I want to finish how booking.com dealt with my previous problems after they publicly responded on this site that they would try to help. First, in response to the fact that there was no heat in most of the apartment. They said that even though the guesthouse listed heat being in the apartment, it didn't specify what room it was in. Really? That is their reply to that major problem. They also claimed they have no accountability for anything the hotel lists and apparently they don't care when it's pointed out the places are advertising falsely. They had three days after I contacted them to help us, while we were actually stuck in that apartment and the owners wouldn't respond to our emails or calls after telling us they would not refund our money if we left early. They did nothing until we checked out and then sided with the guesthouse saying the guesthouse claimed that we had never contacted them about our problems until after we left. Since I had been emailing booking.com since the beginning of our stay it would seem unlikely that I hadn't contacted the hotel. I sent them a detailed log of the date and times of our correspondence with the guesthouse which started a few hours after we checked in and they responded that as far as they were concerned the issue was resolved. I also sent them real time link to another site showing the guesthouse was renting the rooms for $18 a night less then we were paying for exactly the same dates we were there. They also had three full days to look at that while we were there and they ignored each request until after we checked out and then said they couldn't check it because it was past the dates, so they would not honor their guarantee,
We were travelling for two months and had used booking.com numerous times because of the convenience. However, out of a minimum of 10 hotels, many of the listings were faithful to their descriptions. One place we booked because of the great pictures and it turned out it wasn't even pictures of that hotel but a sister hotel at a different location. However, it wasn't enough that we cared or complained about until the last one being so bad we asked them to help us and at very least honor their guarantee. Also, when we arrived at the hotels and saw the current room tariffs it was clear that we never got a "deal." We always got the current room rate. When we started booking through the hotels directly we found with a few hotels that we actually got anywhere from $5- $65 a night less then what booking.com was listing them at!
Use them only as a search engine, if you have to and then book with the places directly. Also, don't believe the "last chance" or " 1 room left" marketing. We booked several of those to arrive and find we were literally the only ones in the hotel. Even if it says there are no rooms left there is probably a good chance if you call the hotel directly they will have rooms.
Hello Dawn,
I'm sorry to hear you are not satisfied with your reservation. Please note that the hotel is responsible for the accuracy of the information loaded ono the website. I would like to assist you with this situation. Can you please send me your booking number so that I can investigate this further?
Regards,
Regi
Booking.com Customer Service Team
I booked a hotel for two weeks on Turks and Caicos on Dec 31, 2013 for June 2014. According to booking.com, if you find a lesser price, that is exactly the same, they will honor this. On Jan 1, 2014, I found a less expensive price on Expedia.com for nearly $500. I notified booking.com the same day. I have sent them 3 emails in a 9 day span with absolutely no reply from them of any kind. I sent the link and page copy of the lower price also. They either are very incompetent in what they do or they just plain don't care. When one runs a business, the least one can do is reply to ones emails, unless of course, one has no intention of upholding ones own policies and hope that the customer will just go away. I do not recommend any business that acts this way and wish I had read the reviews first. With this many unhappy people posting, it definitely raises a red flag. I hope this is the end of this scenario and that I do not have to come back here and post more problems.
Hello Joy,
I'm sorry to hear that you feel this way. Booking.com does offer a Best Price Guarantee and you are correct if the rooms and conditions are identical, Booking.com will match the price. The full BPG procedures can be viewed at the following link: http://bit.ly/1fkrUB6
I would like to check your reservation to confirm the BPG claim. Can you please provide me with your booking number so that I can assist you?
Regards,
Regi
Booking.com Customer Service Team
I have until now used booking.com any time when I wanted to book a get-away, but am now having extreme difficulties dealing with their unhelpful representatives over the phone. I have yet to receive an email with the reservation details, which I have requested three times. The representatives even repeated my email address over the phone to me, and assured me that they would send it immediately. My problem is that a double-booking was made with my card, and I have been trying to cancel this. The money for both apartments has already been taken from my account and I am under the “impression” that the reservation cannot be cancelled. However, I am still left with no details regarding the reservation, nor any contact details for the apartments that are booked. The booking.com representatives have fobbed me off for a week now, providing me with different stories each time I have called. At first I was told that it was up to the resort, the next time I called, I was told it was up to the representative's manager to decide, then the next time I called, I was told it was up to the resort. I certainly will NEVER use this website again, and have found the whole service to be utterly DISGRACEFUL. If anyone knows how I can make a complaint about this, could you please let me know?
Hello Anita,
I'm sorry to hear about this. When a reservation is made through Booking.com a confirmation email is automatically sent to the email address that we have on file. If you did not receive it we ask that you check you junk/spam folder.
In order to cancel a prepaid reservation, Booking.com must receive approval from the hotel. The hotel loads their polices and conditions on the website. Unless otherwise stated, the hotel also takes the payment based on these terms. I would like to investigate this further and also make sure you receive your confirmation email. Can you please post either of the booking numbers or the email address used to make the reservations. If you are uncomfortable posting this information on the forum please send me a detailed message to customer.web@booking.com.
Regards,
Regi
Booking.com Customer Service Team
I booked a room on this website in September. The price for the room was 1400 and my card was charged within three days. I then, canceled the reservation a week later through the Booking.com site. After pressing the cancel button, the site indicated my room was cancelled. Two days after my original reservation date, I recd. a notice from Booking. com, that they I was a no show. I spoke to customer service which told me to email them and they would contact the hotel to resolve the matter. I have not heard from them after three emails later. Based on reading the other reviews on this site, this is a common complaint. DO not use them!!!!
Hi Karenb,
I am sorry to learn on your experience. Once you have cancelled your reservation you should receive an email confirming the cancellation. Please provide your reservation number so I could investigate it further.
Regards, Tal
Booking.com Customer Service Team
We were booking a hotel in Interlaken Switzerland. Booking.com confirmed us for a hotel of the same name in a completely different area of the country. Needless to say, it was a disaster when we arrived in Interlaken and had no reservations. Booking.com will not take any responsibility for this mistake!
Never use them!
Hello Janet, I would like to investigate this for you. Can you please post your booking number? Regards, Lissa.
I had technical problems while making a reservation with the Adare hotel in Londen - I checked twice if this reservation was existing. Having done this and not receiving any reminder of the reservation, I was confident the reservation wasn't active.
The only thing I heard from this issue was, charging the entire amount as a no-show. Avoid booking.com !!
- that booking.com tries to recontact is not really helpful either. They just repeat the answer I got from their support directly : they don't want to hear my case nor improve their service. Reading other reviews I'm not the only one...
Hi Krist,
I'm sorry to learn on your experience. Could you please provide me your reservation number? I'd like to investigate this matter.
Regards, Tal
Booking.com Customer Service Team
Hi, I had a confirmed booking for Jan 1st hotel stay in Sri Lanka. On reaching there, the hotel owner didn't honor the committment & informed us we can't stay at the hotel as our booking was already cancelled. He could produce no email conversations to validate any cancellation. He made us speak to a fake Booking.com representative over the phone & tried convincing us that the booking was cancelled. What was terrible to see that Booking.com doesnt have any influence whatsoever with hotel owners & they came back saying they could only provide alternative arrangements (which were not the best recommendations I would expect in this scenario). This makes me question the fundamental business model. What if more & more hotels start dishonoring their committments? Are we supposed to deal with this mess during our holidays? How is it that Booking.com hasnt black-listed the hotel? Why dont they even have a Live Chat on the website? Are we supposed to make expensive calls to UK each time we get stuck like this? - Mohit Kalra
Hi Mohit,
I'm sorry to hear about this. Please note that the hotel is responsible for controlling and monitoring their inventory on the website. In the event the hotel loses track of this inventory Booking.com and the hotel works together to come up with a solution for the guest. I was able to locate you reservation in our system and will contact you shortly by phone or email.
Regards,
Regi
Booking.com Customer Service Team
Unreliable service
I booked 6 doubles rooms in Ibis Cardiff Centre for 3 Christmas holidays. When I made the payment there were 2 options: 1 is pre-book the rooms and 2 is pay all the booking fees in advance for free breakfasts. I chose option 2 and when I arrived the hotel the receptionist refused our breakfasts. Then I contacted Booking.com customer service to help me to solve this problem and they answered me that the free breakfast offer is not available !!! and we will have to pay for every single breakfast. I consider this as unreliable service provided for booking.com. If you are a traveller, will you ever pay all your booking fees IN ADVANCE for no reason or will you do that for free breakfast which is never offered? Does it make sense ?
This is my first time using booking.com to book a hotel and I think I've had enough
Cao
Hello,
Sorry to hear about the trouble you have had. Some hotels do offer meal plans in the room rate. You can check to see if a meal plan is included by looking under the conditions column and hovering over the blue question mark "?". Your confirmation will also indicate if your reservation includes breakfast or not. Hotels do offer a pre-pay option which normally means the rate associated with the reservation will be lower due to reservation having to be paid prior to arrival. I would like to check the conditions of your booking. Can you please post your booking number?
Regards, Andrea
Booking.com Customer Service Team
I booked a hotel in Burgos through Booking.com. When my husband and I arrived at the hotel and try to check in. They refuse to accept our UK drive license as identification. We have been using the UK drive license anywhere in Spain, France, Europe without any problem. It caused us run around in Burgos to find another hotel 8pm at night, and costs us additional costs. That is not important.
The hotel didn't specify what kind of identification they required for the check in when we make the booking.
The most disappointed things are that Booking.com will not do anything to prevent this happen again. That leave me with no confidence to use Booking.com in the future, or recommend the site to anyone. It shows how much they care about the customer services.
Hello,
I am sorry to hear what has happened. A hotel should list this information on their website if a specific piece of identification is required by their hotel to gain entry. I would like to look into this matter for you. Please post your booking number or email it to customer.web@booking.com referencing this post.
Regards, Andrea
Booking.com Customer Service Team
We have booked through Booking.com for a hotel in Dubai and I have called them and emailed them that I need to change the date of our arrivals as we have a death in the family. Booking.com tell me that it is the hotel that has to decide and the hotel tells me that it is Booking.com. They tell me that the hotel has the non-refundable policy and I said that we don't want a refund we just want to change the date. we have paid £2100 and they just say sorry we can't help you. But the wording in their policy says that Booking.com never charges your card and also that your credit card details is just taken as a guarantee and will not be charged until you are in the hotel. So How can they say that this is non refundable? VERY UNHELPFUL and we will NEVER book with them again. They must have a deal with the hotels so they can just take people's money and just keep passing you around.
Hello,
I am sorry to hear this. I am sorry to hear about the death in your family. Although we do not charge your credit card, your reservation is subject to the policies associated with your booking. Credit cards are used to guarantee your booking but certain policies will apply. You can always check the policy conditions of a reservation prior to booking under the “conditions” column by hovering over the blue question mark shown there. A box will open to show the policy associated with the reservation. Information on what type of policy you have chosen for your reservation will be clearly displayed in this location. I would like to assist you by contacting the hotel with your request to modify the date(s) of your stay. Can you please post your booking number?
Regards, Andrea
Booking.com Customer Service Team
Although some hotels make a mess of their administration, the booking website is really great and it's more the mistake of hotels which lie about stuff then there is something with booking. Booking just rock!
Related Articles and Tips
The sharing economy offers great promise to travelers everywhere: more interesting places to stay and at better rates than...
Bookingcom T. [Booking.com Rep] Hello Nick,
Rates and availability are determined by each property that Booking.com is partnered with. As we do try to offer the best price possible, we have no control over what a hotel may choose to advertise their rate for a walk-in as. For future reference, if a lower rate is offered on a hotel's direct website, we will be more than happy to assist you with pursuing a Best Price Guarantee claim. You can find more information regarding this here: http://bit.ly/1ghaJez.
Regard,
Keara
Booking.com Customer Service Team