Booking.com

Terrible and abusive customer service. It is a platform that allows and encourages scammers and abusive owners to list.

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

I used booking.com to book a supposed hotel for my son in London England. They took my money upfront for 4 nights! When my son arrived at the hotel it wasn't a hotel it was false advertising on booking.com's website. It was basically a terraced house with rooms he was put in a basement where there were no sheets on the bed mould in the bathroom dirt everywhere no curtains etc. He immediately left the hotel and we called booking.com and the hotel immediately. The hotel tried saying that they could upgrade him even though they only had one room the night before.Booking.com had me on a wild goose chase for for five days telling me that they were going to try and get the money back from the hotel my son went back and return the key as is in his haste of leaving he forgot to leave it. The hotel itself said that once the key was returned he would get his money back of course they were no longer able to be contacted and booking.com just kept stringing us along for five days telling us that they would try to get some money back from them. In the end they refused to give payment back because they said the hotel wouldn't cooperate and neither did they. I would never use them again each time you call there you get a different customer service rep who just strings you along with information handling you saying things like oh we can see how fresh frustrated you must pay etc. In the end I lost over $800 Canadian which I'll never see again and my son ended up staying somewhere else so we paid double for the 4 day stay. Booking.com are thieves working alongside disgusting hotels that advertise accommodations that don't exist! Never use them!

They are prefer making a new reservation than a reservation modification. They make customers staying online to wait for operator modification.

If you need to contact them there is no way to do so. I have tried to figure out how to contact them and I can't.

Falsely charged me even after I stayed at hotel but charged me for no show. No response even after several follow ups.

I had a car reservation, but I couldn't afford the deposit. I do not pick up the car. I still have to pay for the car.

I booked 5 different hotels through booking.com for my upcoming honeymoon in june 2016, which was giving me no end of joy as I am heavily pregnant and on bed rest. The first four hotel bookings were great no problems all buy now pay when you stay they took a pound from my account to verify it was real even though they don't state this i expected it. The last hotel I booked same procedure but when i went to check my bank account as i had my car payment coming out i found that there was 195 pounds missing from my account checked the pendings to find that the grand hotel compondite in sorrento had taking it, called the bank but unfortunetly they were unable to help as it was a pending transaction and advised me to contact booking.com. Before i did this i rechecked my booking and also got my partner and sister to check it to make sure i hadn't made a mistake I hadn't so i called booking.com quite distressed and aske why they had done this at first they said they would call the hotel when they came back to me they said the hotel had taken it as a prepayment I stated that on the receipt i had checked this and no were did it say i had to pay a prepayment and I wanted my money back was put on hold and when the operater came back they told me that the hotel reservations manager wqas not in and they would call me the next day. In the mean time while waiting for a call back they cancelled my booking and are now calling a cancellation fee there are a despicable company and I will never use them again.

Bookingl.com refused to honor my purchase and did not provide the car I paid for and rented and they refused to refund the money I paid for.

I've used booking.com a number of times before, with good results. I like that reservations may be changed or cancelled with the click of a house. I think their prices are relatively reasonable, as well.

However, I just got burned. In looking for winter accommodation in Florida, I reserved a few weeks at Grand Lake Resort and Lifetime of Vacations. I provided my credit card information, as usual, to hold the reservation which was "RISK FREE", "FREE CANCELLATION". Never in the past was I charged in advance, but imagine my surprise to find that $3,000 had been put through immediately, as a "deposit" on my booking!?! This is NOT what I'd intended for a booking 6 months away, so I cancelled it immediately. Although booking.com did help me get a refund, I'm now out of pocket $220 for absolutely nothing in return, You see, Canadian banks charge one U.S. exchange rate for charges made on credit cards, but one considerably less for refunds, resulting in a $220 penalty! The "Customer Service" representative at booking, com was very rude and abrupt, advising me that I should have checked the Terms and Conditions on my booking that state that the charge may go through at any time after the booking. In checking, yes, it did state that on the Confirmation Notice, but at no tine at the time of booking did it indicate that. So, with the confirmation notice coming after the booking, it would have been too late anyway when they charged my card immediately. They argue that it's a Banking issue, which I "get", but WHY such a huge "deposit" for a booking 6 months into the future, especially when it was still eligible for changes or cancelling? They wouldn't answer me as to what their policy is on that... the man hung up on me! As mentioned, I'd used them before and wasn't charged until I actually stayed at the hotel. Needless to say, I shan't use them again for anything other than a last minute booking.

1. April 4 - Booked a family room for April 8 an Ottawa trip for 3 people. The book let me through and success the payment and no reminder upfront to tell me it only fits 2.
2. April 4 - A message from the owner "Please this space sleeps 2" via booking.com was missed. No emails or phone calls ask me to cancel.
3. April 8 - Arrived at the door and a lady opened the door and was surprised I showed up. She said she need to call her husband, and the husband (owner) said it's only fit 2, I found the message and just realize I never saw it. Now he gave 2 options: A. I need to pay $70 extra for a single mat. B. I find a different place to stay and he will refund me. This place is like an Airbnb and I stand at the door to communicate, didn't enter the rooms at all.
4. April 8 - I agreed on option B, because the price is now not much different than staying in the city. And I booked a different hotel right away, and I send him the message via the app: "Hi, we have left your place now. Please go ahead with the refund. Sorry for all the misunderstandings, and hopefully we can stay in your place next time :)"
5. April 14 - Not receiving any refund so I called the owner, he said the money is with booking.com, so I contacted booking customer support. A ticket was submitted, Reservation *******184
6. May 9 - Received email saying they refuse the refund "Unfortunately, they were unable to fulfill your request because of their policies. In the event of a cancellation, they would charge as detailed in the policy you booked."
7. May 9 - I called the owner and there's no answer to the phone.
I called booking.com again and created a second refund request.
8. June 7 - Not hearing back from either booking or the owner. I called booking.com 3rd time, and the lady couldn't help me at all. I don't blame her personally and understand she has limited power over the policy.
9. The property seems off the list, and I have no idea what to do. I have been with booking.com for a long time and book all the time, and this is the first time I had such a bad experience. I am extremely upset with the owner, and booking let the Airbnb-type property be on the list, and no one can solve my issue.

I booked through Booking.com. What I paid for was a suite. What I got was a room. When I complained to Booking.com, I never even got a response.

I bought tickets for my sister and myself on Mon, May 9,2022, at 1:45 AM.
1)I paid $ 6,943.93 with my bank credit card.
Asiana Airline tickets (from Seattle to Seoul, Korea)
Korean Airline ticket (from Seoul, Korea, to Seattle
2) I canceled the tickets on Mon, May 9,2022, at 11:14 PM within 22 hours.
3) Sat, May 14,2022, at 8:58 PM, Booking.com emailed me that Korean Airlines has approved my refund. But they are waiting for Asiana Airlines to process their application

Since May 14,2022, Booking.com ( Go togate) has emailed me every month on the 14th, they are waiting for Asiana Airlines to process their request for my application. So I called Asiana Airlines (LA branch,Seoul Korea Head Quarter, Seattle Branch), but Asiana Airlines told me that I canceled the ticket within 24 hours, so my tickets never reached Asiana airline's desk. I realized that I couldn't fight Booking.com all by myself. So I contacted my bank
On August 01,2022.
And on 10/05/2022, my bank contacted me that Booking.com said: the tickets I bought were in a particular condition so Booking.com couldn't refund the whole amount.
If this is the case, why they never told me via email or phone during the five months?
All they told me was during the five months "Waiting for Asiana Airlines to process the application.

Update: Finally, I got a refund of $6943.93 after Washington State Attorney General's office contacted Booking.com within 3day. It took over seven months to get my money; I almost gave up to get my refund. But I reached my state Attorney General's office, and they did a fantastic job for me.

Bad company.They just looking for to get your money. Company just get your money any problem? They just ignored you

We booked a hotel stay for spring break 2 months in advance. A week before our stay, we attempted to look up our reservations to see about check in times and found nothing. We booked our stay while logged in on our account yet the link from the original confirmation email led to nowhere, our bookings from our logged in profile showed nothing, so we contacted the hotel and they claimed they had no record of me nor my reservation. We went back on booking.com and booked a different stay, calling the new hotel, which was $150 more than the original, for confirmation. After our first night at the new hotel, I get hit with a "no-show" fee from the original hotel that *suddenly* had my information. When I called to ask what was going on, they said we needed to dispute it with booking.com. When I spoke to them, they stated they understood what had occurred and would speak to the hotel to refund the fee. We received a call two days later from booking.com stating the hotel would not refund me my money. When I mentioned how they admitted responsibility they then deflected and gave us the runaround claiming the reservation didn't show up because I wasn't logged in when I booked it. I stated I did and contacted the hotel and they claimed they had no record, they stated we should have checked with them. I told Andrew, the very rude customer service representative at booking, that I did check and nothing was listed, he kept claiming I wasn't logged in. I had to repeatedly tell him I was logged in and should be credited the nearly $70 no show fee since it was they who lost my reservation. Her raised his voice, said "I already told you we aren't refunding anything and I'm done with this matter", and hung up on me.

Andrew specifically is the reason we will never book through them, again. His awful attitude, tone, and disrespect is unforgivable.