Booking.com Customer Service

My daughter booked Rustic Retreat in FLL on Davies Street for a next day surgery stay. We arrive on 4/9 and immediately a dirty odor. Place was dirty, hairs, cockroach, food under the sofa mattress, bed sheets with stains, lamp had red stains, dirty stained towels. We left immediately as surgery was next day. We took photos. HOST has been unresponsive to booking.com and booking.com has done nothing to get back our refund.

AVOID AT ALL COSTS

I am absolutely disgusted with Booking.com and would never use your site again and I am happy to share this to my friends and family.

I booked a hotel in Lanzarote 6/10/23 the room was available so I proceeded to book I PAID the money requested €702 and it was taken from my account immediately, 5 minutes later I received an email to say my booking wasn't successful so I had no room the money had gone and I have no refund to say I am absolutely furious is an understatement.

I have spoken to 2 agents and a manager who tell me the refund is 7-12 days this is theft I have no goods and you have my money.

I am prepared to go to social media with this it's an absolute disgrace, this money was gifted to me to book a holiday and I now have no funds to book my hotel as BOOKING.COM have it and I have no hotel.

This has caused so much upset I would like someone to contact me asap regarding this

This company is the biggest joke that I have ever used!! They were complete rip off the steal your money and they never hold up their end of the bargain and they use their stupid cancellation policy as their excuse. They put these beautiful pictures of rooms and when you get there that big pile of Bleep! One of our rooms, the toilet, sink and the shower for overflowing they would not answer phone calls, emails or texts expect us to stay in the bleep hole and it didn't have any lighting in it either. They lied to the credit card company with their cancellation policy but they don't hold up their end of the bargain. We ended up spending $2000 more +3 tours because they didn't hold up their end of the bargain that we discussed with them prior to booking with them and booking our course to get away with joke! Hopefully they go out of business. To top it off they don't have a live person or anyone you can talk to. That's all Automated and he put in your confirmation number and the stupid lady just keep saying putting your confirmation number. Obviously they don't know what the bleep they're doing in there with everyone off of the United States because they're based on Europe

Terrible customer service. I paid for a room and host inexplicably refused to give us the key. Received no help from Booking.com. Will never use them again.
Do not book with Lanestay Amsterdam. The owner is a crook.

Booking.com sucks
Couldn't cancel because booking couldn't cancel one of airlines had to cancel by self was on hold for hour. Finally get cancelled online and got no refund but sent voucher to some email. Not me. Now on hold again waiting to fix. What a scam. Keep you on hold on stuck in a loop on their website while sending voucher to random third party, my money. The worst

I booked a premium business class ticket with Turkish Airlines via Booking.com with an option to change flights which I paid for in advance. I tried to call Booking.com which was impossible and went to the Chat feature. Here I was told my request would be forwarded to the airline. After follow up for 3 days Booking.com said they cant help me I have to go to Turkish Airlines. Turkish Airlines said they cant help me as its booked via Booking.com. So I was left in the middle with no where to go or speak to and just returned on booked flight. I never got to discuss the cost of flight change as Booking.com does not feel responsible. The Customer Service was very poor as was the response time and the result was negative!

My issue with booking is about a reservation to a hotel in Paris called Hotel Du Roi Rene
I made booking for 5 nights at this hotel
1st day that lady took 90 minutes to check me in , she called booking.com like 5 or 6 times
The listing on booking.com says they can speak English, Arabic, French & Italian , she barely speaks English, no Arabic at all
Finally after the check in she started listing rules for me , towels are changed every other day , there is an outside door that she close at 9pm & she gave me copy of the key to get in after 9pm
Rules were weird for me & she didn't mention about cleaning the room, only changing towels, I was tired from long flight & wanted to take a shower so I just said okay
Also Wifi was down for that day she said
1st day I returned at night & got to my room
2nd day I left around 8:30 am the place ( supposed to be a hotel ) was still closed & no one on the front desk, I returned back at 9:07 pm the outside door was stuck & I wasn't able to get in
I kept knocking the door, yelling at them maybe any guest or worker can hear me , an open window for that room above the door but light was off
Passengers in the street tried to help me with the door, calling their phone & yelling too but no one helped
Finally I threw a coin on that open window & luckily it did hit it , that was the room for the reception lady
She came down & opened the door after 20 minutes from being stuck out
I called booking.com to complain, 1st call for 50 minutes , the agent didn't help me & disconnected the call
Called again & was disconnected when I asked for a supervisor
Called for the third time ( 45 minutes) the supervisor seemed to be helpful but she can't take any action to cancel my reservation & move me to different hotel , she said management of that place I am staying at have to approve the request 1st ( which they will never do for sure )
On the 3rd day I did put a sign that I don't want anyone to enter my room not to mess with my stuff or get in more issues with that place, they took the sign away, got into the room to change towels but didn't clean the room, so they aren't respecting my privacy & request
I asked the lady if the wifi is working & that I need to speak to manager for all my issues, she said no manager available & asked me to pay the 25€ for taxes before getting the Wifi
I just left her to see what booking will do about my complaint, called booking on the third day spent 70 minutes on the line . The supervisor talked to her & came back to me that I need to pay the taxes & deal with that lady as booking.com can't help with my issue
He said she claimed I am liar & wasn't locked out the previous night, I asked him to get the security camera videos, he asked me to tape a video if that happened again & credited my accounts with 25€
So now I realized that ai am stuck with that place that lacks hospitality & unprofessional company that just took my money then said we can't help you, go & help yourself
I spent my days left without talking to anyone there , towels weren't changed again, for sure I didn't pay them the taxes
During my stay I used to feel skin rash in the morning. I checked the mattress to find if there were any bug & I felt disgusted about what I saw
The day of the check out I was down at 11:00 no one was there , I kept knocking & asking for help but nothing, I taped a video & called booking to let them know , call was disconnected as usual after 8 minutes before getting me to a supervisor , I didn't bother to call again just taped a video for myself checking out , left the key on the desk & left
Very horrible place & experience with booking.com

I reached out to the customer service # because the nightly rate on their website was far more than the hotel's website was listing. I was told to respond to the email the rep was sending and provide the link and a screen shot of the lower rate. My response bounced back twice. Disgraceful. There is no email address and no way to register a complaint in writing.

I made a booking via booking.com that they also used via Expedia even though I tried to book directly on the website on Taj Hotel Cape Town it redirected me to booking.com website. I wanted to make a date change by one day as I had a flight delay, I called the hotel and I called Expedia and they were both happy to make the change but needed confirmation from booking.com to make the change as I booked it directly through them. The customer agent refused to do so, I told her I tried directly on the website and email confirmation I sent and my last resort was clashing which I did for almost two hours speaking to all three parties involved. Both the hotel and Expedia were happy to assist and very helpful it was just booking.com that refused to make any notifications or changes I asked if I could speak to a team leader or manager and the agent refused, I asked if she could transfer me to another agent and she refused, I tried to make various solutions and she refused Any requests I tried to make even though I wasn't irate or upset in my tone I was very calm. She was rude and sarcastic and I even recorded the call. I will never in my life use booking.com again I do not trust them and no one else should as you can see by all these reviews online. It was a simple request that the other parties agreed to, and booking.com did not want to help

Don't ever do business with Booking.com. They take no responsibility for horrible hosts on their network. I had my security deposit grabbed from me when I complained and posted pictures of the horrible state of the property the host gave us. It included a broken bed which could have hurt my kids, no bath towels for a multiple night stay in a foreign country. Booking.com should be ashamed of not doing anything to protect their customers and on the top of it being complicit with hosts who use offensive language with their guests and take advantage of their tough situation.

So my brother 67 and I 65, have always wanted to go to Alaska, we got our wires crossed and both bought airline tickets. Since booking.com wouldn't give my brother back his money, he called and asked if he could rebook for another airport closer to our house (Spokane Wa. instead of Seattle Wa. As we live in Idaho) the guy said that it would be no problem. It would be around $200 more. Fine. Except that booking.com is now charging him for all four tickets!!! Complete bulls**t!! Are you going broke!! Going to take as much as you can from a 67 year old man!! Shame on you!! This will be all over social media and I am also going to talk to my cousin at consumer affairs and let them know how you run your company!!

The listing was booked for 1 night at $99 Canadian. I was charged over $200. When I contacted Joyce C, owner of chicromantic3bed patio wifi quiet retriet parking listing, Joyce C cancelled my reservation, wouldn't let us stay there and told us to contact booking.com to get the refund. When I called booking.com, Tristan told me to call Joyce C. When I tried to contact Joyce C. again the line was disconnected. I then asked to speak to a manager Tristan wouldn't transfer the call. I have not received a refund.

DO NOT use Booking.com. We cancelled a reservation and have been fighting since August to get our refund. You can easily get someone on the phone, but they just give you the run around and on several occasions, simply disconnected the phone.

I thought I was the only one having this issue about getting a refund. Upon reading comments I see this is a issue for this company. It is not their money to keep and distribute when they feel like it. I've been getting lied to told it was done to call my bank called bank they informed me they did not send anything. They REFUSE to connect me to a supervisor. They put u on hold for hours with no resolution when they do get back on the phone. U can't understand what they are saying. Due to heavy accents.I am going to take legal ramifications if my money isn't returned TODAY.DONT EVER USE THIS 3RD PARTY!!!!

Price match is a joke
took multiple tries to submit the b=necessary screen shots from a competitor, with multiple unanswered questions on their apps customer service chat.
After multiple attempts, my "price match was approved in June
In November, my credit card was billed for a far greater amount.
After multiple inquiries , including a custoner service rep chat confirming my price match after he reveiwed all my communications, I was then told 2 days before my trip that the price match was incorrectly approved (Of course 5 months after I cancelled the lower price with Hotels.com because they approved the price match)
The manager states the price match was for 1 guest, my reservation was for 2 guests (There is no difference in price on either site for the king suite room when booked with one or 2 guests, I also have screen shots confirming that)
Spent hours disputing this before I left, have all their emails confirming the price match, and screen shots of their chat from the app (including the ignored inquiries)
Extremely poor customer service

Been trying to get a refund from Booking.com for 6 months. I have yet to receive a call back from any of my telephone or electronic requests for contact. Every time I call and ask to speak to a manager, the agents become hostile. Surprised such a big company has such horrible customer service!

Early in 2022 I reserved a hotel in NYC for June. When I arrived at the hotel, The Gregory, surprise, no hotel open at that address. I could not get any help from the company at that time, so I went across the street and got a room in a different hotel. Upon arriving home, I contacted booking.com and was told that I would get a refund of the price difference between the two hotels. Since June, despite repeated promised from company, I have not received a refund. Whenever I call, I am put on a long hold and then my call is disconnected. They have promised a refund of $843.89 but I am still waiting. Believe it or not, I could use the refund to pay other bills.

Booking.com=Booking.NO!! Terrible customer service still no refund to my credit card even though the hotel refunded Booking. I encourage everyone here to contact the BBB. This company needs to be shut down!! There are no managers to speak to and each "customer service agent" gives you the runaround.

Booked a hotel through Booking.com (MISTAKE) for a business trip. Trip was cancelled and a new date was unknown so the hotel reservation was cancelled (9/9) prior to the trip. Booking.com did change my Mastercard. As of today (919) I am still waiting on Booking.com to credit me for the booking. The hotel advised they cancelled the reservation and notified Booking.com. I contact the hotel again today to see what the issue was. They stated that Booking.com has to issue the refund since they are the once who charged the Mastercard. I am so frustrated with this situation and disappointed by the lack of customer service. This should have been a simply matter to resolves but instead it has become a nightmare.

The worst "cust service" around. 30 emails. At least 10 calls, all with low-level agents farmed from India. No one cares. I one has the "ability" to help. Disconnected 3x in one hour. BS.

I have always used booking.com but in the past few years I have had 3 issues with the booking.. 1st issue was we were charged early by property.
2nd issue... no reservation was at hotel when we arrived and now the 3rd one is the worst. We left as soon as we got there leaving notice with person at the desk. We sent pictures ofthe disgusting accommodations to booking and property still won't refund. This is unbelievable!!! I have a future reservation scheduled with booking but I will cancel it once I send this message. We will take additional actions if necessary in the matter of the atlanta stay.

about 4 months ago I was swindled of $1500.00 from an employee at booking.com...

Tried to get a refund for a room that looked like it was in need... everything wrong with the room... telephone not working, Ac broken, etc.

Guy I spoke to at booking.com tricked me into get 1500.00 worth of gift cards... I regret listening to them.

When i caught on to what was going on they told me to ask my family for help and hung up on me.

I WILL FOREVER HATE BOOKING.COM

I WILL NEVER RECOMMEND THEM!!!

Booking.com has horrible customer service. We stayed at spotx hotel in Orlando. Their elevator was not working. Wanted to talk to them about the situation. I tried on several occasions to get a hold of them. Says you will be on hold for 10 minutes or longer and boy it was. Held for 45 minutes. Then got hung up on 2 times. Finely got a hold of a giIrl ,was on the phone with her and holding for1 hour and46 min. Through that she got me 43.83 cents refund for the bad experience at the hotel for 3 days. Never never again will I use this middle man company. Hotel was not good and neither was booking.com. They seriously need to look at them self and turn it around or go out of business. Kathy

Incompetent staff. I canceled my booking, I called Booking.com, the lady said she will get back to me in 3-4days, its going on 2 weeks, she never got back to me. Very disappointed with the service

Had a booking with la Fonda in KS received a confirmation upon arrival the hotel would not honor the booking.com price and stated they would need a 300 cash deposit to honor agreed on price and charged me 60 for one night far more than that motels regular rate which was outside on their motel sign. After driving 24 straight hours I was too tired to go motel shopping and paid their outrageous price. I put up a review that booking obviously does not read and booking has not responded to my emails or complaints I have deleted the booking AP where I was at the highest level discount and have started to use another app. Myself and all the people I work with which is a traveling business will no longer be using booking.com because they obviously don't care about their customers.

I inadvertently booked our stay for the wrong weekend and did not realize it until after the dates had passed. Booking.com very kindly worked with the hotel and re-booked us for the right weekend (the hotel kindly helped as well). Happy ending! Thanks Booking.com (and Evonna in customer service!).

Julia was an amazingly helpful as he was amazing I've never had a customer service person take so much pride and joy in helping a client thank you Julia for your help

I have had excellent service from booking.com. Their website is easy to use, with policies clearly stated. It is easy to cancel or change bookings. If you make a mistake they will actually respond and take care of things for you. I would highly recommend them.