Booking.com

I always enjoyed this service, easy, fast, convenient! You can find there many hotels or other types of houses worldwide. :)

Bad customer service/support. No help from England. Avoid at all costs. They do not support their customers.

In early May 2019 I rented an apartment on Booking.com for 1000 euro on a non-cancellable and non-refundable basis. Shortly after, Booking.com unilaterally canceled my reservation without first asking me, thereby violating my agreement with the rentor. Initially, they claimed the apartment was no longer available for rent but then they changed their story and wrote that the apartment owner was taking credit card numbers to engage in fraud. They did not provide any proof of this allegation. In France visa cards are debit cards so the 1000 euro amount was immediately taken out of my account. Booking.com is refusing to take any responsibility and is asking that I work it out with my bank (after initially asking me to work it out with the allegedly defrauding apartment owner!). My bank is stating that I must sign an affidavit that I did not voluntarily provide my credit card number - which I obviously cannot sign I did voluntarily provide my credit card number since that is a Booking.com requirement. Booking.com has provided no proof of their allegations, they are not reading any of the documents I submitted showing that I cannot honestly sign the affidavit and are simply giving me the run around. They are gambling that customers will not sue them for a 1000 euro loss and will just give up. Throughout the many exchanges they have consistently misrepresented what they would do to help. At one point they wrote that if I provided proof that the money was charged to my account they would reimburse me - I provided it the same day but they ignored the documents and again stated that I should work with my bank. A despicable bunch. Find an alternative if you can.

Fantastic service, very friendly & would highly recommend anyone to stay here!

Very clean & a beautiful view of Darbar Sahib.

I've saved for 3 years to surprise my sister a 5 day stay at a resort in Florida. I came to find out, two seconds after booking, I couldn't cancel (like the site said, free of charge) I would have been charged $604 to cancel. Then (both Resorts have said Booking.com has been made aware of this too many times to count) Booking.com set my vacation 12 miles away from where my other 9 family members were staying, so only once in 5 days did we all get together. One is called Vistana Resort in Orlando (where I thought we were staying with all my other family members and the other Resort is called Vistana Villages. Both Resorts put 100% blame on Booking.com, it's the only way you can book one of the places, so I spent a small fortune on cabs going back and forth from our place (Just me and my twin) to the other Resort where the rest of my family was. Terrible, Terrible! 4-6 hours wasted in calling and waiting for cabs to pick us up! Every single plan we made for the week had to be adjusted because of us. Disney, Cocoa Beach, Clearwater Beach, our Helicopter Tour, just everything. These are Resorts where you can see your sister and brother-in-law in the next building, or maybe four buildings over. You never have to leave the Resort if you don't want too. They had 7 outdoor pools and I think 12 hottubs, on-site Grocery Store, Gym. So we would just meet up at one of the buildings and go from there. Now, everyone had to wait until the two of us showed up. So disgusting, heart-wrenching. We didn't get a rental car. And it could have been the happiest celebration of a lifetime between all of us# had Booking.com just once had their $#*! together. First time I used them, last time too!@

I had reservation was dated for 09/18/17-09/21/17 for Puerto Rico. I decided to stay longer so, I called the canario boutique hotel san juan, puerto rico and advised can I change and add more dates to my reservation WITHOUT ANY FEES. I was told yes as long as its with the same hotel and that I need to also call booking and they will email the hotel about everything. I did exactly what the girl said and called booking.com and I was told the same thing, that as long as it was the same hotel I will not be CHARGE. The booking.com rep sent the hotel an email and everything was taken care of and to make another booking with the dates I want. On 5/8/2017 my card was charged $1202. 70. I called booking.com and they advised that I canceled 3 reservations that have the same dates. I called booking and the hotel 5/8-5/10/17 and everyone at the booking.com was rude and didn't care about what happened. I was told I had 3 reservations and that I canceled ALL OF THEM. I didnt exactly what the booking and the hotel advised and the both advised that everything will work out good. I saw the charges and this is ridiculous. I only wanted to extend my stay at the hotel and I got charged for something I didn't do. I was told thing and something else happen. I think booking.com and canario boutique hotel san juan, puerto rico are working with each other to get people's money. I will NEVER BOOK WITH BOOK.COM AGAIN OR THIS HOTEL. BEWARE, BEWARE!

Please do not book with booking, com. In June we stayed at a facility in Irving Texas. We paid cash and had a receipt to prove so. Then in July we got billed on our credit card for the same time that we paid cash for. I contacted booking, com to inquiry about this problem. They told me to send the credit card statement and the paid receipt to them but by scanned e-mail only. When I explained I did not have that ability what was the alternative they replied none and informed me I had only 48 hours to provide them with the info they were requesting. I met the deadline and over the next three weeks here are the people who were trying to remedy this problem and could not. Brittany Jager, Candy Zhu, Chihen Chens, Sylvia Guan, Mavis Chen, Nuraishah Binte Abu Talib, and Andrea Pandele. Now out of all these people none could get any thing settled over a 3 week period. First they told me it was a completely different hotel than it was and to contact my credit card company they could do no more. When I pointed out that they were dealing with the wrong hotel they then cut all communication with me and I have yet to hear back from them. Finally I called the hotel sent them the same info and the money was refunded to my card within a two hour period. Now tell me please why that many people could not do in 3 weeks what I got done in 2 hours if in fact they new what their job truly was. Once I pointed out their mistake they would no longer respond to any further question nor give me the number to call to speak with someone else.

I booked an apartment in Amsterdam. When the booking confirmation arrived everything referred to Amsterdam, except the address, which referred to Kazakhstan! I phoned Booking.com customer service to say this was suspicious. They investigated it and ASSURED me it was genuine and to send the further information requested by the host to secure my booking, which included credit card information. It turned out that it was fraudulent and the property in Amsterdam didn't exist. Another Booking.com customer service agent promised they would find me alternative accommodation in Amsterdam at no additional cost and that they would investigate the credit card fraud and data breach and be in touch with me. 6 weeks later and they have refused to help me find any accommodation - I go to Amsterdam in 2 days' time, despite sending multiple emails and calling repeatedly, they have never responded to me on the credit card fraud or the data breach. In fact one particularly rude customer service manager, Rawan, insisted that the property exists and therefore there was no fraud. I therefore asked her for the address of the property so I could look it up on Google Streetview - she said they were still waiting for that information from the host and so could no longer do business with that host, but would not investigate the fake property or the credit card fraudster as there was nothing suspicious! I will never use Booking.com again. To add insult to injury, 2 days later a new fraudulent booking in someone else's name in India appeared on my Booking.com account. I immediately reported this to Booking.com. Their response was that the property in India was non-fundable and I would be charged if I tried to cancel! I was then repeatedly chased to review my "stay" - it would be hilarious if it wasn't so worrying.

I've been using booking.com for a few years. Each year has been getting worse and worse. They are unhelpful. When the booking the hotel room and it never arrives at hotel, it could take hours to check in or have to rebook another room and again no refunds even though it is bookings fault. In addition, when booking a room they inform you that you have a genius 3 etc. etc. Discount, then you arrive at the property and are given a room with no window in a dark back hallway, and as you paid less for the room you get a crappy room. So far, this idea that you are receiving a discount amounts to zero.

The only positive I can say it lets you keep all your reservations in one place. But as Google does this under travel... I can going forward stopping using this ridiculous company that is a waste of time. I find it incomprehensible that I would end up in a room with no window. This should be stated clearly on its website. Or do I really need to have an argument with the hotel when I discover that they have no elevator and they are on the 5th floor and I have to carry my own luggage.

Lastly, If by accident you book a room and 30 seconds later you try to cancel they will tell you that you have to call the property, that it isn't up to them. So the reality is you cannot make a mistake, and During covid I tried calling a property in Canada to see if issues with covid. Booking informed me that one 1 room available. I booked it and tried repeatedly to get information about entering Canada during covid. The hotel never picked up the phone and Booking could not advise me how to proceed but informed me no cancellation possible. Finally, after speaking to Canadian government and finding out I cannot enter. I could not get a refund. Booking has turned into a joke. They wonder why their stock!

Maria in check in was amazing, swet, profesional and beyond's, ahe makes me feel confident with my hotel election

We had a car booked through Booking.com with Hertz Rentals, at 9 am on the 25th of February, in Barcelona Sants Estación. We arrived at the Shop at 10 am, to be told that the car was no longer there. I thought the Hertz agent was just joking. He wasn't. Even though the service had already been paid in full, the company decided to give my car away because I arrived at the shop 1 hour later.

After a long conversation, I finally accepted his instructions to call Booking.com. After 5 connected calls, speaking with different people, and getting disconnected a few times, I finally got hold of a supervisor who instructed me to cancel my existing reservation and do it again from scratch. After a 30-minute conversation (in which I kept reinstating that this was not an option, since I had booked the car, paid for it in full, and arrived at the shop on the day of the collection) I realized that Booking.com was not interested in helping me at all. I actually learned that the very least thing Booking.com worries about is its customers. Sad but true.

Now we had to find an alternative. I decided to speak with a friendly agent, Raul, to check what options we would have available at the shop. After some digging, he finally found a Fiat 500, which was a terrible option for a trip with 4 people in the car, but it turned out to be the only option in Barcelona on that Saturday. We took the lower-rate car, paid for the rental again, and managed to continue our trip with the least comfort possible. All due to Booking.com's and Hertz's great service, always acting in the best interest of their stakeholders and leaving the customer's interest behind.

Yes, we had to pay twice and rent a lower-rate car. Be mindful of it before booking a car either with Booking.com or Hertz.

In May 2021, I booked a room at the Aloft Hotel in Denver for a one-night stay on June 25th. I was aware in advance that the charge through Booking.com was non-cancellable and non-refundable. After a long flight from Honolulu, I arrived at 10 PM and hailed an Uber to take me to Aloft. Upon arrival at the hotel, I stood in line behind a woman and her two young children as the desk clerk informed her that the hotel had double-booked its rooms and that she was out of luck. She was visibly upset.

However, since I had booked and paid for my hotel room weeks earlier, I was confident that my accommodations were still available. I was wrong. In fact, Aloft had double-sold more than 30 rooms. The hotel had my reservation on file but simply sold it online twice.

I called Booking.com. In the email reply from the Help Desk, Booking.com tried to deflect responsibility by saying it was unaware of the double-booking. However, I paid Bookinc.com and the charge was non-refundable, ergo, Booking.com is the responsible party.

Booking.com makes it difficult to reach customer support, but I was eventually able to get through to a call center in Singapore. The only reason I have given Booking.com any stars at all is that the woman in Singapore seemed to genuinely be trying to help me. At just after 2AM, she was able to find me another hotel room about 9 miles away, but because I could not get Uber or Lyft to pick me up at that late hour, I ended up staying up all night in the lobby of Aloft. I had two early morning business meetings that I attended after being up all night with no shower or shave.

Booking.com sent an email advising that they would refund my account and pay for my Uber. One week after requesting that reimbursement I have heard nothing back.

I will plan to share my story about Booking.com and Aloft as much as possible on social media and in reviews.

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Booking.com

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Jon Budworth
1 review
GB
Rated 1 out of 5 stars
Never again will I book with them
I arrived in Valencia yesterday, A trip I've been looking forward to since last August. I made sure I booked early as I knew I was going to attend one of the busiest and important festivals in the Valencian calendar. Great! I spent ages deciding on where to stay and agreed to the price that I new was to be taken from my account.

Imagine the shock yesterday to arrive in Valencia to be told by the hotel that the booking had been cancelled by booking.com TWO days prior to my arrival? No missed phone calls, Voicemails, texts to alert me to any issues with the transcation. I went into an absolute panic when told that it was unlikely that I would find anywhere to stay centrally and, a quick checked showed thst any left would cost at least 50% more. I cried. I'm here for a week with nowhere to stay I thought. I ended up finding somewhere buts it's pretty grotty and expensive. I'm trying not to let it spoil my week but I can't pretend I'm not disappointed and upset.
Booking.com in a app text response, say an email was sent out regarding a problem with my card details. I have not received this email because, if I had I would have acted upon it. Why does the customer service not extend to a call? Voicemail or text?
For them, my booking is just a failed transaction, for me, it's far more. This is my abroad holiday this year which I have saved and looked forward to for so long. They have even 'thanked me for my booking' well 'thank you for ruining my trip '. I will always book direct as much as possible as I will never trust them again.

Date of experience: March 13,2024

I am taking my mom to visit family in Austria in May 2017. I booked an apartment through Villas.com in November 2016. On Dec. 1/16 I received an email from booking.com stating that they had taken over Villas.com but that I didn't have to do anything - all except the owner stays the same.
On April 21/17 I was advised that my credit card on file had expired - on April 21 I updated my credit card information online and was sent a confirmation that I had done so.
Today - April 23/17 I received an email stating that my booking was cancelled as I did not have an up to date payment method. I tried to rebook the same residence but it would not accept my booking.
I called Booking.com and was on hold for 20 minutes. Once through to a live body I was told that it wasn't my fault - that it was there system that wasn't letting me book or rebook. They asked me to shut down the web page, clear my history and cache and try again. This didn't work. Then they asked me to create a brand new account. This didn't work. Then they asked me to wait 30 minutes (?) and try to do all the previous again. I asked them what would happen if in that time the residence I want is taken by someone else - how could I guarantee that I will still have this booking confirmed. The woman said, and I quote, "Yes, well, if you just wait the half hour then try it should work".
I waited 30 minutes, but also searched for the same residence on other similar web booking sites. In 30 minutes... same problem and what a PAIN having to recreate an account etc. etc.
Terrible, terrible TERRIBLE service, customer service... their mistake (by their admission) and no help whatsoever.
I found the residence on airbnb.com. Had it booked and paid for in five minutes with no issues whatsoever. In fact, I SAVED 29% since I was staying for an entire week!
Thank you airbnb.com. Booking.com??? NEVER - don't use them!
Diana