Booking.com Customer Service Complaints - page 2

I made a booking on booking.com for a hotel reservation. I received the confirmation number and all the details needed. When I shared this information with the hotel I booked at on their website (only 10 minutes after I booked it online), the receptionist couldn't find the reservation. I ended up spending an hour on the phone with a representative of booking.com concerning my reservation and the issue went unresolved. I ended up having to pay the hotel for a room I already paid for. I have yet to receive a refund from booking.com. Stay far away from this website, it must be a scam.

I am very disappointed with booking.com regarding the booking I made with the hotel in the Philippines. I sent them multiple emails addressing the same issue and always answered back requesting for the same information that I already provided until recently they stopped responding.

This is an issue about an incident related to cancellation and refund request based on misinformation and abuse of cancellation rules.

The issue that I have experienced was: I booked a hotel room with "Hotel Torres Del Mar in Puerto Viejo, Costa Rica" via booking.com. Upon confirmation, I notice that almost all reviews show that the hotel has been trapping tourists using deceptive pictures. I immediately raised my concerns over this to the hotel but instead of answering my question, the hotel immediately took my money from the credit card I saved, and came back to me with a delayed response telling me that tourists who posted the reviews misunderstood general pictures for the rooms. I have checked other portals such as Expedia and Google Map, and I am pretty sure that reviews on all these different platforms have been pointing out the same thing that the hotel is using fake pictures, among its many other problems in aspects of sanitation, security, rudeness, electric wires exposure on the shower, and trying to scam the tourists for money. All these comments are well-written by authentic real users from worldwide. In order to avoid further risks and unpleasantness, I requested the hotel to cancel my booking and refund the amount of money they have just took a few minutes ago (it is still 4 days before check-in). But the hotel replied with again a delayed response saying that I have missed the 1 hour cancellation period (which is unreasonably short anyway), and they refuse to communicate with me, telling me to contact booking.com. I contacted booking.com but was only replied with my request for cancellation denied, and they cannot do anything about this.

By the time, 20 hours have passed since I proposed my request. I feel the hotel is only intentionally delaying everything so that cancellation would be less possible. This behavior only strengthened my impression that the hotel is trying to fish tourists and rob them. I actually already feel unsafe if I would have to stay there. I am only left with the option between staying with the trapping hotel which I do not trust, or giving up to its deceptive and bully behavior by feeding them with the $165 they have taken for the reservation. I feel this is very unfair. I understand the reservation rule is to protect the guests to secure a room and help the hotel to prepare by not overselling the rooms, but this hotel is obviously making misuse of such mechanism.

Moreover, I would like to question the rules of booking.com, which says it cannot do anything in this incident given all above facts that prove this is a scam. I feel the website is not protecting the vulnerable consumers but only the interests of hotels, even obviously dishonest hotels. Although reviews accumulated for many years all display that the hotel has been deceiving and mistreating its consumers. I feel been forced to walk into such a trap even though I have already discovered immediately after the booking, and communicated with all these different parties. While booking.com only acts to protect and support the fraud and robbing of its hotel users by replying to consumers that there is nothing it can do. Note that pictures serve as the most important information source for making decisions in an Internet business like this, and booking.com has been ignoring the complaints over deceptive pictures for many years. When incidents happen, it does not do anything to help the consumer but comply with the hotel, despite that the website is aware of what is the essence of this incident.

I wish booking.com to stop the transaction at this moment, cancel my reservation with full refund, before further harms could occur and help to protect my safety. It might perhaps also consider to fix the deceptive pictures, and give an honest description and rating of the hotel (and make the information obvious) so that there will be no other victims in the future. It could perhaps also review its measurements and procedures to protect consumers against such trapping and deceptive behaviors. So far I have received no reply.

Very poor service. I made a reservation through them, a company called VHomes Paris took payment in advance (not as advertised), had to cancel a few days later which was free of charge. Still waiting for the refund more than 30 days later. Booking.com acknowledges I should be getting a full refund but refuses to take responsibility and actually they're still listing the scam apartment on their website. Usually you can find better prices dealing directly with the hotels and one of the reasons to use Booking.com is to have some back up if issues arise despite the price being a bit higher. Well, it's not the case with Booking.com, not sure what are you getting by paying them, surely not customer service or any guarantees
Feels like a scam

I had to get a car from the airport dated 18/03/2021
Went throughout the whole process took my money only now I find out that a credit card is needed at the airport in the main drivers name
I have been trying to get help but no help is available
I can cancel but they take nearly a 1000 , this has left me devestated and with no money
In a huge predicament shame on you booking dot com

Booking.com is a joke. I made a reservation and within 10 minutes of making it I cancelled it because I realized it was the wrong hotel and booking.com still took $111 out of my checking account for the room, even though the reservation was for 4 months away and cancelled immediately and trying to get a hold of an actual person to help me is impossible, my only option to try to get my money back is to have to go through the process of disputing the charge through my bank. This is unacceptable. I will NEVER use booking.com nor will I ever refer them to anyone.

Did not help at all during chaos of COVID driven cancellations. Hard to get hold of and cut you off. Charge commission even if place is in the lockdown.

I have try 8 time to cancel my booking

Scammers. Con artists. They owe me $100. Reps in India. Not going to get any money from me. U s government is watching them and going after them investigation. Stay away from booking.com. I s federal trade commission is investigating them out of Washington D C in states. We have phone numbers

want to talk to somebody in south africa cannot get tel number

I am stranded in Bali during a volcano and have not been able to cancel this booking till today. The hotel said it's ok but I had to cancel through booking.com. I am trying to get in touch with booking.com to explain the extenuating circumstances but cannot find a way to contact you. After reading all the preceeding comments I am hoping it will be ok. But who knows?
It seems there seems to be no accountability for this service? I hope I'm wrong...

I will never ever use booking.com again. Few weeks ago We booked an appartment in new orleans for a few days. We got confirmation email and everyghing looked legit. We've been instructed to call the owner an hour before arrival in order to get the key. So we've been calling like crazy leaving voice mail messages and nothing no response. We started to have a bad feeling about it. After a 6 hour drive from Florida, we got there and of course coudn't find the adress,it just didn't exist !! It was the worse feeling ever, we've been renting vacation homes for years and never experienced anyghing like that. We thought those kind of scams only happen to others !!! We were tired so we booked a hotel 20miles from downtown. We sent several emails to booking.com customer service and of course no response which doesn't come as a surprise !! We contacted our credit card company and were lucky they refunded our money right away but they're going to investigate and deal with booking.com themselves. Please never use this fraudulent website anymore !! They're scamers and a fraud and should be shut down. We wrote a complaint to BBB and try to warn people on social media about them.

booking.com I was told by your computer that the hotel was a four-and-a-half star rating I very much disagree with that customer service was very poor the bedding was dirty when we arrived there was no coffee in the morning for the guests.. we had a fire alarm during the night and I asked the next morning what happened and was told they didn't know anything. Every morning at the hot breakfast you would be lucky to get one small cup of hot coffee before they ran out. When checking out the last morning the desk person told me that we have a hot breakfast for you ladies down the hall and I told her yes I know but there is never any coffee there and her response is okay you're all set to go I expected to hear something like I am apologizing for that or I'll take care of it but no I did not get either of those. Very poor service dirty Hotel will never stay there again and don't suggest anyone else to this was the Guesthouse Inn Pigeon Forge Tennessee

I have waited on you to refund my money on that nasty motel in Memphis.My name is Michael Slaten you said you would refund my money and I still haven't received it.What is the deal.That place is nasty smells like meldew and they don't even give you fresh towels.There rude and they don't do there job.

BOOKING.COM is the worst! When reservation was made said it was free cancellation up until 4pm on day of arrival. Cancelled the reservation morning of the date we were suppose to go on and it said that it needed to be cancelled the day prior. I know it said the day of I am in the travel industry and know what to look for. Had to call the hotel and they gave me a number to call to hold on the line for over 10 minutes and then it hangs up on you. The hotels hands are tied. I do corporate travel and will advise everyone I know not to use booking.com to have to pay 200.00 for a Super 8 is a unacceptable Will be turning them into the BBB over this.

I booked a room at the Adelphi Hotel Liverpool as a Fathers day gift for my Brother June 18th. My sister in law went to the front desk to check in and was told there was no booking. I use Booking.com often and have never had a problem. I will be using it again soon.

I phoned the Hotel and spoke with Sarah, Receptionist and I was told she would investigate the matter. I have heard nothing as yet.I feel disappointed my family were subjected to feeling humiliated and were not allowed to check in. I paid with my visa number over the phone so I cannot understand this situation. I would appreciate some feed back.Family showed up to check in no such thing as a know show.

Kathleen Armstrong

While traveling in Chili in March 2017, my wife attempted to book 2 rooms at the Hotel O'Higgins in Viña del Mar through Booking.com. We needed 2 rooms for 2 nights for us and our friends. Booking.com initially showed rooms available, but prior to completing the booking, one of the rooms showed unavailable for the 2nd night. My wife then exited the screen without booking and found another hotel on Booking.com that could accommodate us and she booked the 2 rooms. We received a "finishing your booking" email from Booking.com for the Hotel O'Higgins, but we never responded

The Hotel O'Higgins charged us $320.48, 50% of the cost for 2 nights/2 rooms, on our credit card. I have spent the last 3 months in vain trying to have these charges credited. Booking.com has been useless in the process. Every time I use their email customer service contact, I get a different agent replying with different questions or not answering the questions I've asked them. I initially filed a dispute with the credit card company over the charges, but the Hotel O'Higgins produced a Booking.com booking number. The charges have been reinstated. Bookings last email to me, after confirming in an April email that no reservation was made by them, has now told me that the booking was done by them and that the fault lies with my wife for entering our response email address incorrectly. She was never asked to enter our email address, as she was login to Booking.com on our account with them!

DON'T EVER USE BOOKING.COM FOR TRAVEL!!!!!!

I Booked Through Booking.com On May 9th For Aug 14-17th.it Said Pay At Property Lake Geneva Holiday Inn $498.01 It Didn't Say Non Refundable.now I Checked My Account Friday May 12th I Was In The Negative Because I Was Charged 498.01 Which Wasn't Suppose To Happen,now Ive Been Given The Run Around Between Booking.com And Holiday Inn In Lake Geneva. I Need A Resolution Asap Because It's Been A Big Inconvience.

Booked a stay at the row in New York from April 9 to April 11. Booked two rooms. Was under the impression that there was no booking charge. When I received my receipt from the row they charged me $129 on April 9 and $199. On April 10 and the item description was booking.com. The confirmation number on my receipt Would like no know if this is correct.

IVE BEEN ON HOLD FOR 20 MIN just to be hung up on! this is ridiculous

The customer service phone number is impossible to get through to. We were in a bit of a crisis and really needed to speak to someone. we were put on hold for over 15 minutes and then the system automatically hung up on us. We had to deal directly with the hotel to resolve the issue. Which made them upset as well since we'd booked through the website.

Was On Hold For 20minutes Only To Be Hung Up On Lol... This Is Joke.

I Have made more than 2 reservations and both has cancelled by bookings after one day of being reserved and which I do not understand and I tried calling the hotels and which I made my reservations at.

I have been trying to phone you your phone number does. Not work. Why. I have also emailed you and you still have not cancelled my. Room. My. My name is Rodney. Lindquist. Thank you. My phone.

I would not recommend booking.com to anyone. It is the worse travel booking site plus after booking our hotel in New Orleans all our credit card information was stolen from that site charging our credit card $1200.00..