Booking.com

My experience with Booking.com during two serious payment issues and dispute with the accomodation - has been one of the worst customer service experiences I have encountered. After the owners closed the front door on me while I was still standing at the threshold because I asked to go to my room and not “joke around” and be roasted, I… Read more

immediately attempted to seek assistance from Booking.com. Instead of receiving help, I spent approximately two hours making around 16 telephone calls to Booking.com across the Phillipines, Egypt, and the Netherlands. Calls repeatedly disconnected, I was never called back, and despite repeatedly requesting escalation to a supervisor, this either did not occur due to repeated argumentation and refusal, they are “all at meetings” or the calls disconnected before I could explain what had happened.

Shockingly, Booking.com began communicating with the accommodation before ever obtaining my account of events. Because the repeated call disconnections prevented me from explaining what had occurred, I repeatedly asked how Booking.com could possibly investigate the dispute or discuss it with the property when no one had successfully taken my statement. Despite raising this concern numerous times by phone, email and social media, it was largely ignored.

Rather than investigating whether the accommodation service had actually been provided, Booking.com treated the matter as though I was simply requesting an exception to a non-refundable cancellation policy based on “checking in late”. At no point did I ever check in late - truly bizarre, I was an hour before cut off. That fundamentally misunderstood the complaint. I had travelled to the property, arrived during the stated check-in period, presented at the door with my luggage, and attempted to check in. The issue was that I was confronted with overfamiliar “jokes”, repeatedly interrupted, falsely accused, denied any meaningful opportunity to respond, and ultimately had the door closed on me while I was standing at the threshold. This was a service failure, not a voluntary cancellation.

Even after the matter was escalated to a senior manager, the phone call they apparently tried to make once failed again, and they sent an email containing lies that they had called multiple times- PLUS significant factual errors remained. I was incorrectly told that I had attempted to check in after 8:00 pm, despite objective evidence showing I had travelled from the railway station before 7:00 pm and arrived well before the deadline. This gave me little confidence that the evidence I had submitted had actually been reviewed.

One Booking.com in one of the 16 phone calls representative argued unnecessarily over my reservation number before eventually admitting it was not required after all, spend the whole phone call defending his inconsistency rather than assisting me. Another terminated the call after I politely gave feedback on the lack of empathy shown during the conversation. Throughout the process, I never once had my complaint heard before their bodgy investigation.

I use them for work bookings as well as holidays and that seems to go okay because it’s the same few places again and again but do not book them for anything important… The dispute-resolution process was fragmented, inconsistent and extremely difficult to navigate. The repeated call failures, lack of effective escalation, poor communication between staff, and apparent failure to properly investigate the underlying complaint left me with very little confidence in Booking.com’s ability to support customers when they most need assistance.

For a company of Booking.com’s size, I expected a robust complaints process. Instead, I experienced repeated technical failures, inconsistent information, poor ownership of the case, and an investigation that appeared to proceed without first obtaining the complainant’s full account of the events. That was deeply disappointing.

Honestly, I will never use Booking.com again. They are impossible to reach when you actually need help — no phone number, no real person to talk to, nothing. When things go wrong, you’re completely left on your own. I missed my Virgin Atlantic flight because of an oversight with the dates, and instead of showing any empathy or support,… Read more

Booking.com did absolutely nothing. I had to rebook new flights myself with Jetstar.

Their website clearly said we could bring two bags up to 7 kg each, but in tiny fine print at the bottom, it says “check with the airline.” Of course, not everyone notices that, especially when you’re already stressed and trying to fix travel plans. When we got to the Jetstar counter, we were told the two bags had to combine to 7 kg total — not 7 kg each. Because of that, we were forced to pay an extra $55 at the airport.

It’s just misleading information and zero customer support. When you travel, you need a company you can rely on, and Booking.com is definitely not one of them.

Do not book flights. No responsibility taken by Gotogate, the agent for Booking.com You will get nowhere with refunds or cancellations Show details

I booked 6 nights in a Denia, Spain apartment and while there was a Google map showing the port of Denia, there was no address other than 03700 Denia, Spain. I showed the taxi driver the map and he took us to the maritime museum on Esplanada Cervantes saying it's here and promptly left. My wife and I are in our 80s and we were tired after the 7… Read more

hrs bus ride from Madrid. We spent 4 hrs searching the area with the help of port security, shopkeepers and two police. We all failed. I asked the police if we could sleep in the police station as we had nowhere to go and there were no taxis to take us to alternative accomodation. After I had notified the apartment that we had not received a reply from them giving us a clear address, we had no option but to look an alternative. One police officer telephoned the Zurich number!! and got an English speaking voice. He handed the phone to me and the screaming voice asked why we had not gone to the office to pick up a key. I pointed out that I had not been informed about this until now. Why didn't Booking.com make sure the instructions were explicit?? I told them voice we wanted a full refund and also informed Booking.com. it's now over 24 hrs and I have had no response, so much for customer care. I shall boycott Booking.com for this and for the fact that they are breaking international law by advertising properties in the Occupied Palestinian Territories.

Worse service ever , not helpful, they do not care about customers, no email to put any complaints or uploads any photos or videos ,DI NOT book with them at all if there is less than one star I will give it to them. This room ruined my holiday and is still ruining my life after! I am not sure how many times I can be scammed by the same merchant. … Read more

This room ( Liverpool brand new 2 Bedroom APT view & parking) was advertised as brand new, but it is anything but that… stains on the beds, on the couches, on the pillows, on everything. Constant loud noise from the AC, smallest amount of wind and the room feels like it’s about to be blown off!

The beds, I could not sleep! After a 10–12 hour trip, I was so tired but I could barely even sleep. The bed given wasn’t a bed… it was just a thin mattress on a metal frame that killed my back.

I paid over $2,000 for a 1-star room! No service, no nothing, with a barely liveable room that I am certain wouldn’t pass inspection!!!

When I contacted the merchant, they were initially responding so fast. As soon as they knew I was displeased with this room, they started to not reply to me. I told them I would leave the room the next morning, which I did, and booked a hotel with a similar price but a much better experience — a place that actually has service, clean beds, and rooms.

I informed them I would like a refund for the remaining nights and I am happy to pay for the only night I stayed in. They said they would contact me the following afternoon; it took them days to get back to me!

They asked for photo evidence. I sent it to them via email, which they claimed they couldn’t open, so they asked for it via their number, which I sent to them — but they said this isn’t their number and told me to send it to a different number, despite this number being provided by them.

Still, they claimed the photos and videos weren’t received by them. I was trying to call them, but it wouldn’t ring, so I tried the other number. When I called, they said to call someone else they gave me a different number, and said it belongs to the the lady who has been managing my inquiry, and it was the lady who I have been texting on booking.com.

I called the number, and the lady claimed she didn’t know what was going on, claimed she had no idea about the messages and that she wasn’t the person that I was speaking to via messages! She had no idea of what was going on apparently…

All in all, there were 5 different numbers given, and all of them stopped answering my calls — but when I dialed their number from a different phone, they answered!

They even apologised for the issues with the room and offered only a $200 refund, but shortly after, they claimed I had not returned the keys in the lockbox and the lockbox was missing! Accusing me of stealing this — despite me having evidence of returning the key in the lockbox and not stealing anything!

They even claimed that they are going to charge me for this.

They lied about the room they advertised, they lied about the key and lockbox — this ruined my holiday and till today I am dealing with these devious people!

I am under suspicion that these people are operating from China, as their number on Booking.com is a Chinese number, and their English is very poor.

These are not even serviced apartments or hotel rooms — these are rooms that people live in via purchase or rent, which makes me wonder if what they are doing is even legal.

Please stay away from them and stay away from Booking.com. When I tried to raise this up with Booking.com, they claimed they couldn’t do anything!

Decieving!!! Do not book through this site – Disgustingly filthy 41/138 high street south port, 4215. The Host is rude does not care, and is texting a family of 7 to look at another accommodation at 8:45 pm with no sense of responsibility to call or discuss our full refund, we feel cheated with young kids the pictures were decieving, such kind of ppl should be blacklisted there is probably a very good reason they don't exist on Air BNB. We trusted your sites and feel absolutely cheated. Show details

Dishonest service. On trying to cancel a booking due to serious safety concerns with the hotel, Booking.com staff advised that they would refund me as I was a valued customer. My account says that booking has been cancelled but they now refuse to pay.

I stayed at the IBIS hotel in Lt. La Trobe St Melbourne. Nothing short of awful. The self service check in didn’t work. Valet parking was $70 per day. Rooms are TINY and overlooked other hotels across the street. The bathroom was so small, the sink was in the middle of the bedroom. Would I stay here again, NOT A CHANCE.

I am writing that I have very strange booking cost. When I search a hotel and make booking through booking.com is more expensive than non member price. Show details

They've got to be kidding offering this as even reasonable accommodation. Just disgusting. Outside: Ramshackle house situated on an unsealed gravel road with an unsealed gravel driveway. Verandah timber flooring dirty and slippery when wet, with well established weeds growing in-between some slats. Timber railings dirty and need painting. Front… Read more

metal screen door covered in rust. Front timber door rotting at the bottom. Photos attached Inside: Window sills and blinds filthy dirty throughout the house. Kitchen sink has broken sieve. Fridge absolutely filthy inside and outside, showing streak marks where cleaning the outside has been attempted. Left over food in the freezer section, and food debris left on the floor near the fridge. Kitchen bench top badly marked showing numerous surface cut marks. Dining table chairs has graffiti written on one, with others showing material falling apart and deep cut marks. Bathroom shower has multiple areas of mould, so much so that we didn’t use it, preferring to wait until we arrived at our next destination to do so. Toilet – paper roll left on top of the waste bin which is situated on the toilet floor. Classy. Photos attached Other: AUD$80 ‘Cleaning fee per stay’ charged as part of the AUD$323 cost paid for one night. Verging on the absurd, refer to previous comments about the filthy condition in this review. ‘International surcharge fee’ AUD$11.31 imposed by our bank. Basically, best of luck to anyone staying there. For us, a major disappointment and rip-off, well deserving of a full refund.

false advertise price match. Have reported booking.com to the consumer watch dog for falsely advertising price matching. read the response i just got from booking.com !!! fyi - trip.com has much better pricing with better cancellation policies Show details

I am an executive Genius member, and Booking.com’s customer service is an absolute nightmare. They allowed a scam on their platform, forced me into a hazardous relocation, and are now withholding my money. Here is the exact timeline of their incompetence: The Easter Sunday Nightmare: I spent the entire Easter Day on the phone, practically begging… Read more

customer support for the €100 relocation refund they owed me. I explicitly told them I was traveling with 4 other companions and we needed to split the costs. Forcing this refund into the "Booking Wallet" as platform credits is an insult—how am I supposed to split corporate virtual tokens with 4 different people? A real monetary refund was clearly implied and legally required.

The €34.31 Bait-and-Switch: Less than 24 hours before my final payment, the price suddenly jumped by €34.31 due to a "system error." I contacted support immediately, stating that if this increase persisted, I would use my free cancellation right. Their agents explicitly reassured me and promised a refund if I proceeded. Now? Those €34.31 are nowhere to be seen—not even as pending—and they are trying to deny it.

Almost Zero Protection in a Hazardous Allotment: The relocation apartment Booking provided was disgusting and dangerous. There was no hot water, thick dust everywhere, leftover trash from previous guests, and literal metal spikes sticking out of the sofa. Booking provided almost zero protection or assistance while we were stranded there: an insignificant 10% (that €47.27) that I can't spend if not on their platform (Why would I use booking.com after this experience?).

The Current Fraud: It took them two full weeks of non-stop complaints just to drop €147 (€100 + €47.17) into my Wallet, which is now trapped there because they refuse to activate the cash-out option. To top it all off, their chat support has completely ghosted me for 12 days straight. Absolute radio silence. Booking.com is a multi-billion dollar company holding €181.48 hostage from a customer they deeply wronged. I had to file to the European Consumer Centre (ECC-Net) and spend another who-kowns weeks if not months of strees for this matter and I think this is unexpectable.

Urine, Blood, Electric Shock & 4 Room Changes — Booking.com Completely Let Us Down We booked an 11-night stay at Ramayana Suites & Resort through Booking.com expecting a relaxing 5-star family holiday, but the experience became one issue after another — and what disappointed us most was how poorly Booking.com handled the situation afterward. … Read more

During our stay we were forced to change rooms four separate times due to serious issues including excessive noise, a leaking roof where my child slipped and hit his head, and most disturbingly, a room containing urine in the bed along with visible blood throughout the room.

My family had already laid in the bed before realising it was soaked with urine. It was absolutely disgusting and incredibly distressing. No guest should ever experience something like this in accommodation advertised as 5-star.

To make matters even worse, my partner received an electric shock from an exposed wire inside the top cupboard of one of the rooms — a major safety hazard that should never exist in a hotel.

Another frustrating part was that the hotel’s online photos heavily advertise the newer renovated side of the resort, yet we were initially placed in the much older section which felt nowhere near 5-star standard.

Although the hotel eventually upgraded us for the final few nights, the damage to the holiday had already been done. Constantly packing, unpacking, and moving rooms with a family completely ruined the experience.

What disappointed me most was Booking.com’s response after we escalated everything with evidence and photos. Despite the seriousness of the hygiene and safety issues, the final compensation offered was only around $180 in travel credit for an $1800 stay.

For a company as large as Booking.com, I expected far better customer support and accountability. Based on this experience, I would be extremely hesitant to rely on Booking.com again when booking higher-end accommodation.

I had a very disappointing experience with both the property and the handling of the issue through Booking.com. Propery: Luxe Earth Sanctuary Southern Cross Station CBD Upon arrival, the apartment was not cleaned to an acceptable standard. There was hair and residue in the shower, and due to the unclean condition we were unable to use the shower.… Read more

The cooktop, fridge, and oven trays were also dirty, which meant we could not use the kitchen facilities. Mirrors, glass, and surfaces were not properly cleaned. As a result, we incurred additional expenses by having to purchase food elsewhere. I reported the issue immediately and provided photo evidence. However, despite contacting Booking.com multiple times (including 9 phone calls), the matter has not been handled in a timely or satisfactory manner. On several occasions, I was unable to get through, or the calls were disconnected before the issue could be properly addressed. This experience did not reflect the standard advertised, and the lack of effective resolution has been very disappointing.

Id give them no star if i could 2 times they have not given my money back desite saying you get it back if you cancel by a certain date. My health negates my time. 2nd company sent me a cancel report saying the have canceld but have not received money looks as though booking dot com expects do get paid despite assurances of refund. Not ok review… Read more

was regected despite a true representation of my truth. No money retured 2 times have sent an email for the second booking still no response warning stay away from booking dot com

The Shady Rest Motel in Gympie is an exceptional stop over with incredibly clean well stocked comfortable rooms strong hot showers a lovely clean private pool that you can sit around just off the highway less than a kilometre from the CBD. I have a (10 out of 10) for the paid hot breakfast meals that this helpful management supply to get you… Read more

primed for the day a head there ground staff keep the rooms to a high standard daily.

This motel is a must stop and stay if you want rest and privacy at a reasonable price for excellent service from a friendly management team that are eager to make your stay a comfortable one.

(Lee Henderson) Brisbane Queensland.