Booking.com

I am writing to complaint regarding my recent reservation at Luxury Central London Flats, Best Location in Town (Address: 99 Morning Lane, E9 6ND, UK).
Below are the details of my booking:

Confirmation Number: 4830.784.391

PIN Code: 4313

Check-in Date: 17 February

Check-out Date: 19 February

Prior to my check-in, the accommodation representative contacted me via WhatsApp and requested that I send them my ID number and passport details by taking a photo and sharing it with them. They informed me that they would only allow access to the property if I provided these details via WhatsApp. I told them when I reached the property I will show my Passport, but they told me to cancel reservation. I have all the conversations and voice recordings as proof.

I refused to share such sensitive personal information over WhatsApp due to security and privacy concerns. In response, they told me that I had to cancel my reservation.

As a result, in case of paid for the property via Booking.com, I was left outside in extremely cold weather in London and had no choice but to make a new reservation at a different property. Since the representative of Luxury Central London Flats refused to accommodate me, I was forced to book a room another Hotel through Booking.com on the same day at a much higher price.

As a Booking.com customer, I hold Booking.com accountable for this situation. I make my reservations with the trust that Booking.com work with reliable and professional accommodations. However, I have been left in a difficult and unfair situation due to the actions of this provider.

I am formally filing a complaint and request a full refund for my booking. I kindly ask for your urgent attention to this matter.

This company is a disappointment

I have been using booking exclusively up till now to book my stay
Whenever I travel, but I think after the recent incidents, I will switch
To another company. They don't care about complaints or customer requests.

First, for the booking in Amsterdam, that hotel charged me a higher rate
When I booked 2 months in advance compared to the latest rate they
Posted on their site. I asked them about the rate discrepancy, twice,
No answer.

I asked if I could cancel my booking without incurring the fee, they
Sent back an email in ALL CAPS saying "NO IT IS NOT POSSIBLE".

Then, I didn't travel there and didn't stay. I don't know how they did
It but the hostel managed to charge my debit card even when my card has
A balance lower than the amount they charge (this is a debit, not credit
Card), leaving my bank account in a huge red negative balance. Is this
Even legal? They cancelled the booking and didn't leave me a chance to
Leave any review.

On another booking, I booked a hostel in Santiago de Compostela. That
Hostel didn't require to pay in advance. I thought that's nice. I sent a
Message together with my booking informing them I would arrive about 1
Hour later than their normal reception hour, asking them to remain open
To let me check in. NO reply. I thought silence means ok, and because it
Was one day before my trip, I didn't have time to check with another
Hostel. When I arrived, they closed the hostel entirely. They listed an
Emergency number for people to call. I called that number more than 10
Times. No one picked up. And till today, they haven't called back or
Messaged me back either. I had to spend the night in the street in the
Cold, because most hotels in this city close very early. Then I had to
Book for the next day because midnight already passed. Then I dragged my
Luggage to another hostel and had to sleep outside the door till someone
Working there came back at 4am and let me in to sleep on a sofa!

I wrote a bad review about that hostel (sorry, nothing was positive
Here), and guess what? Their review team sent the review back asking me
To edit it? What did I say that was wrong?

Very unprofessional & terrible service! They lack transparency & need to work on their customer service. Will never use their services ever again!

I booked 3 individual rooms for a upcoming event and 2 days before the event they changed the booking to a family room

I booked a flight through booking worst mistake ever I accidentally set it for the wrong date without realizing after booking they never sent a confirmation email I double checked on the booking app that's when I realize it's the wrong date so I called them (booking) to cancel they told me I had to call Allegiant to cancel because they can't get into the website to cancel cool I call Allegiant they sent me an Itinerary because booking failed to do so and then I had to cancel as well Allegiant cancelled the flight as well and said you will receive a full refund because you cancelled within the 24 hr grace period me cool 243 back in my pocket I called booking back let them know i cancelled it they said ok we haven't received anything yet we'll will send you and email I already got the information from Allegiant that they sent the money back we approaching a week these folks ( booking) tried to lie and stated that they didn't receive it but the tone changed when I told them that I had proof they received the refund the next day so the guy said ok we'll start the refund process received and email y'all why they only gave me back 166 of my refund I was supposed to receive a full refund and the man hung up on me because I said it's bs y'all trying to keep my money talking about the fees I cancelled within 24 hrs honey it didn't even make it to 12 that's how fast I realized I booked the wrong date they tried to charge me almost 300 more to on top of the 243 to change the date DO NOT USE BOOKING Allegiant spirit etc yall need

Do not use them they cheat people out of they money. I tried to cancel and there are saying that I did not.

Warning! Booking.com is charging its customers even though there was clearly a technical error in their app! Early on, Booking had fantastic customer service, but I now want to warn everyone that nowadays they don't care about their customers! I was going to book a hotel, got a message that it was not possible to book the hotel, so I booked another hotel. Imagine my surprise when the first hotel was booked anyway. When I contacted Booking.com customer service, they forced me to pay for BOTH hotel rooms, they referred to if any hotel canceled I could get the money back. The hotel didn't want to cancel, so I had to pay for TWO hotel rooms the same night. I even offered to stay in one of the hotels the next day but Booking still let me pay for both rooms. I stay about 150 nights a year in hotels, am a Level 3 member but it didn't matter! I emailed for two whole days, with Booking.com and the hotels, which took a lot of time from my trip.

I own an IT company. When we develop apps we always have error logs, where every error message is saved. According to Booking.com support they don't have that. If they had it could have been proven that there was an error message shown to me.

If you are in a hurry, or if you are up in Kiruna and Ice hotel, where hotels quickly is sold out, you clearly can't trust that the app that Booking.com is providing is showing correct information. You can definitely not trust Booking.com's customer care to correct anything if there was an error - even if you contact Booking.com directly after the error was presented.

For a long time ago Booking.com had great customer care, but sadly Booking.com nowadays have horrible customer care.

I want to warn other users about Booking.com and that their customer service nowadays does not care about their customers!

I got a good deal on a hotel using this booking site. And I was able to make modifications without penalty would use this site again.

This is our story of the really bad customer service of booking.com.
We booked our holiday to Acapulco (Mexico) weeks in advance to stay there the days before and after new year's eve (*******). We (6 adults and a baby) all bought our flight tickets and were very excited to stay in hotel. Two weeks before our trip, booking.com informed us that our hotel was overbooked and that we could not stay in hotel Mar Azul (5-star hotel). Well, this can happen and they would search for an alternative ASAP. We also searched ourselves and there were good alternatives available. However, we didn't get a call back anymore. Therefore, we called them a few days later to ask whether they have found an alternative. The alternative they offered was a considerably cheaper hotel outside of Acapulco in an area that is known for its drugs activities. We told them that this was not at all a comparable offer. Therefore, they would search for an alternative. In the meanwhile, all hotels had gotten much more expensive because it's only 10 days to new year's. Currently, we have called them 5 times (and every time we got a different person and we had to explain the whole story again). What happened is the following. Call 1: We were put on hold for 40 minutes and after 40 minutes the lady told us that would call back later because she needed to do more research. We never got called back. Call 2: We suggested a fair deal and the lady needed to ask permission and she would call back. However, she never called back. Call 3: Exactly the same happened as in call 2. Call 4: The woman couldn't find a good alternative because basically all good hotels are booked and she just hang up the phone while we were searching together. Call 5: Being more than 30 minutes on hold and again no solution. They offered us a 3 star hotel that is now as expensive as it was when we booked our 5-star hotel. At the moment of booking, the 3 star hotel was almost half the price of the 5-star hotel. Hence, a bit more than a day before our flight, there is still not a fair deal and we don't even know whether we should fly to Acapulco.

The hotel we booked had bed bugs and we ended up paying double the price for a new hotel and booking.com refused to help with anything

Terrible service.
Lack of useful customer service with long wait times.
They don't refund for service not rendered!

The website is great but the customer service is really horrible. I sent 3 emails and I only got forwarded email replies.

They charged me for a stay I never stayed and the hotel was abandoned. The number on the sight was disconnected also

This company is an absolute joke. Worst customer service and they steal your money. No help, no refund no accommodation. Disgusting company!

Sorry i couldn't rate it a 0...DO NOT BOOK A CAR THROUGH BOOKING.COM. I went to Ireland on Sept 6,2023. I had to pay booking up front for a rental car. I chose to get the insurance because my insurance wouldn't cover it. Booking charged me $498 for the car and insurance. When I got there Carhire said they don't accept booking insurance and I had to get internal insureance to the tune of $698,That made my rental cost $1177 for the rental. I Will rent directly from the car rental agcy next time which will be more than the intial booking come-on price but will avoid the high total for this rental. Also Carhire only has high milage cars and the vast majority already had significant damage on it and upon turn in I had to prove (I had pictures of all the damage) to the inspection team to turn in the car. Overall a very stessful end to a great vacation.