Booking.com

You would think Booking.com would be more accommodating during COVID times but it's quite the opposite. I booked an international trip that costed over 1K USD and they REFUSED to refund or even accept a cancellation fee even though the country I'm traveling to has implemented new traveling regulations that would play a huge negative impact on my trip. Booking.com had asked me to contact the airline directly after waiting 2 HOURS for them to even pick up. I proceeded to call my airline and waited ANOTHER 2 HOURS for my airline to tell me there's nothing I can personally do but instead, I would need Booking.com to call on my behalf to cancel if I wanted a refund. That made me EXTREMELY disappointed cause I wasted four hours TOTAL of waiting time to only be asked to call back Booking.com? So I DID, and waited another 2 HOURS for booking.com to argue with me saying that it wouldn't be possible for them to call on my behalf. After 20minutes of arguing and asking to speak to their manager, they agreed to call the airline but I would need to wait to hear back from them. The biggest $#*!in lie I've ever heard. It's been a week... NEVER CALLED ME BACK. In conclusion, Booking.com is a $#*!in scam that takes your money and lie in every possible way to keep it.

This website is a COMPLETE SCAM. I rather use Klook, Agoda or Trip.com. At least they are honest. They created this LOOPHOLE to scam people money. Here is why:
My wife and I were in Japan and we were trying to book a taxi from the hotel to the Narita Airport. We needed to leave the hotel by 5am on the 11th of June and we made a booking for a taxi ride via Booking.com. On Booking.com there is a clause that says "You can cancel or ammend your booking for free UP TO 24 hours BEFORE your scheduled pick up time."
We booked the taxi on the 10th of June at night 11pm and immediately cancelled. So in no way Booking.com had to activate any driver, pay any driver of any sort. We cancelled because the hotel front desk already booked a taxi for us and we ended up having a double booking.
Guess what?
Booking.com refused to issue a refund, sticking to their lame policy stating because our cancellation is WITHIN 24 hours of our booking, refunds will not be issued. Now THAT is lame. We literally cancelled within minutes of booking. So this is like a loophole: if you made booking way in advance, then yeah you can get a free cancellation. If you made a booking within 24 hours, then God help you if you want to cancel.
IF free cancellation is NOT applicable if I booked for a taxi WITHIN 24 hours, why do you want to still repeat that cancellation clause to me? You may as well just warn us that free cancellation is NOT applicable!
This is a very bad experience and a big black mark on the holiday we had! I will never trust this service ever again for their dishonesty!

DO NOT TRUST THIS WEBSITE!

In January of this year I had booked a hotel stay in Montreal through Price Line. The trip was supposed to take place in late July of this year. On the computer I was shown a price of $79.00 per night + applicable taxes. Once I approved this I was sent a conformation from Booking.Com and it showed my price per night at $107.19 + applicable taxes per night. As soon as I received this conformation I contacted Booking.Com to see why the rate change. They said this was the rate and that is it. I then asked that they cancel my reservation because they could not honor the rate I was initially shown. I had booked this on my American Express Gold card. About 2 months later I received my American Express bill and it showed the hotel charge for the order that I had cancelled. I then contact American Express to see what happened. They stated that Booking.Com refused the cancellation and that I was stuck paying for that reservation. I proceeded to open a charge dispute with American Express for this charge. After months of running around and making calls I finally received word from American Express that there is nothing they can do and that I am stuck paying for this charge. What is the pointg of having credit card protection if it does not apply to a company like Booking.Com? It is not as if I cancelled this a week before my trip. I sent it out to them about 10 minutes after I received my conformation. I have also contacted booking.Com and they say there is nothing they can do even if the price shown is not what I had accepted. I find this be an entrapment sale in which borderlines on fraud. I am sure that I am not the only one who has had this happen to them from Booking.Com! Where is the customer service? How do you expect to have repeat customers if this is the way you act? And on top of it I am very disappointed with American Express. I can assure this that after this is over I will be cancelling my account with them which I have had for over 20 years. I can assure you that I will never use booking.com or Priceline again. I hope that more people stick up for their rights to stop these companies form taking advantage of us.

Chris Godin
Edmonton

It's not the first time to stay in Eatabe Hotel i like this hotel so much
Every thing is quite good
Breakfast is very nice

They canceled my reservation after driving 9and a half hours to are hotel don't ever book on there site just horrible

I made two booking reservations at the same hotel called 'Hotel Terminal' in Milan near the central station for a weekend and the following weekend.
The first weekend I stayed there was not the best experience, as it was pretty bad! It did not compare anything at all to what was on booking.com, therefore I gave them a bad review.
Unfortunately, we could not change our reservation for the following weekend as it would have cost me quite a lot to do so, so I had to come back to the same hotel.
Once I arrived at 3PM hotel, they requested full pay of my stay and they made me aware, in a hostile manner, that they had received my feedback for my previous stay. At 5PM that same day I receive an email from booking.com that my reservation was canceled, although I was already staying at the hotel and I had already paid in full.
I called booking.com to understand why that had happened and they said that they received a cancellation update from the hotel. I told them that was not true and that I could provide them with a copy of my receipt to prove otherwise. They said that it will be fine and as soon as they get my receipt they will reinstate my booking on the website, which in turn will allow me to leave feedback on my second stay.
A week later nothing happened, so I call booking.com back and ask them why my reservation is yet not showing on the system and they then informed me that there was nothing they can do about it.
I was really upset that they had cheated me on the right to give my own feedback, as booking.com is always promoting "real hotel, real guest". That is a lie! I was a real guest and yet I was not allowed to share my experience because it was not what they wanted.

DO NOT USE WWW.BOOKING.COM they remove your reviews on any hotels if your review is negative - This site has no credibility :(

Hello,My name is Alina, i have just deleted my booking.com account,after getting the highest level of loyalty and entrusted them with all my last 5-7 year-trips. Wonder why? Well, dear booking.com customers, I need to send you my feedback in order to help you find different ways to book your stayings and avoid the inconvenience that might ruin your vacations or at least your vacation mood. In few words: if you have looked and checked for days and after finding the best deal and the best accommodation for your vacation and you want to just make the payment on booking.com and stay relaxed since they will make the reservation and you will just enjoy your stay,well you should know that it is very likely for your money to be taken instantly from your account and to then receive only a robotic message saying that something went wrong…Guess what?!you have the possibility to call or to message customer service and they will pick up, be very nice, promise to solve your problem in one hour. Well, that's what happened to me.I wanted to go with my husband to Crete for few days. Surprise, my money were blocked, no reservation was performed,they promised they'll send me a message to complete my reservation (that was already payed) and they haven't send any mesages so brief, I lost both the money and the availability for the room. I've mesages back and after several hours they replied saying they will send me back my money but not earlier than 7-12 days…Since I wanted to book for the next weekend here I am with my money blocked, no reaservation and their robotic cheesy messages: "we understand your frustration, we are doing our best, your message is very important for us…etc" What's the solution? Very simple, just look for hotels online and book directly at the hotel,rates are better all the time and most of the times you don't even need to pay in advance! Be smart,avoid Booking.com!
PS what they have offered as discounts for booking with them for a decade I have recived imediately in a small nice talk to the hotel, and yes we'll go to Crete on better rates and better mood!

My mother-in-law booked tickets through booking.com to join us in Thailand for a well deserved break during April. Unfortunately, this holiday wasn't meant to happen, as my father-in-law was diagnosed with a terminal illness.
Upon speaking to her, they mentioned in the cancellation terms and conditions that she would be charged around R2000 per person cancellation fees. As this is a medical case, we have asked for a waiver on the cancellation fees, as airlines would usually allow something like this in special cases.
She sent them the report from the doctor stating that my father-in-law is unfit to travel and they confirmed receipt of this. However, after providing order numbers and vendor locators to go to a website called https://flights-za.gotogate.com/rf/order-login, we were not able to log in to amend anything. We have emailed them and they sent us something else, that still didn't work.
A few weeks later, upon my father-in-law's passing, we emailed them again, and suddenly the refund was processed. However, below and behold, the refund cancellation fees were a staggering R18 000. Which is completely unreasonable and ludicrous considering what was agreed upon in the first place.
I would like someone to contact me at *******@yahoo.com to deal with this situation. My mother-in-law has been a loyal booking.com client for years, myself too, but these cancellation fees are outrageous.
Please see the booking details: Order 40-*******.
I have attached the following screenshots: the one where the cancellation fees were stipulated, the emails where we informed them that we couldn't access the bookings and the refund that was processed. Please note, my in-laws never purchased any extras that were mentioned in the email.
Please get into contact and send me a breakdown of fees, as we need to find a way to find a reasonable, fair solution that will be feasible for both parties.
Thanks.

I have typically have not had any issues with booking.com and have been using them for years. But there has been now been two times that the customer service has been the worse I have ever had. One other time and now this time. I had asked for customer service for assistance on a flight issue I had where I had to cancel one of the people on my booking. When I went to call them they said another department will be calling me to sort this issue out. Due to my issue they said that a voucher will be sufficient enough and that was all I was asking for. I wasn't asking for a refund. But when the so called customer service called it was from an international number. I answered it at first because I wasn't aware of the number, but then they identified themselves as GotoGate and working with Booking.com on my issue. First of all the lady on the other line was not understanding of my situation at all, she didn't even want to hear what the reason was for cancellation, began reading me policy and procedures but was very cold, wasnt listening and even didn't let me speak. She said an email will go out on what was needed but when she sent the email it just said to send the document that was spoken of on the phone when I asked her to send an email on what was needed. Then a second email came in and still not clear. I called customer service again and again they wouldn't let me speak to the department I needed to speak to. They said they would call me. I told him that I hope it is not an international number again because they charged me international fees last time for the call. It wasn't bad enough that my issue wasn't getting handled but this and to find out that they canceled the other flight without speaking to me. 4 days later still no call or email or follow up call/email. Called again asked to speak to a supervisor they said they put in a request for the supervisor to call back. Again 2 days later no call or email. I am so upset and this is the worse I have ever had with any customer service. I am deleting the app and I am not using their services again. I hope if anyone reading this be careful in purchasing with booking.com because if you have an issue good luck getting anything g resolved

I booked a room at the Arkansas House in Jasper one year ago. I then called last week to confirm my reservation. My initial reservation (Visa charge) was with a male who answered the phone and when I called to re-confirm, it was a female. I arrived Friday afternoon and walked my service dog over to a grassy area to the side. A female came running out saying "no dogs were allowed on the premises." She assumed I wasn't staying there but I gave her my last name and assured her I was. Her hands then started shaking uncontrollably and she began to yell that a previous guest had snuck in a dog with fleas and her "special needs" daughter (their maid) could not get rid of them. And another previous guest's dog had barked all night keeping guests awake which led to a negative online review. I offered to present my service dog's card, vest and papers but she refused to view them. At that time a male (husband) came walking through the lobby. He proceeded to vent that he "didn't appreciate my lies about the dog" and he stated it was "a very big issue." She then said, "as a Godly woman she would pray for my soul because there was nothing worse than a liar." By then I had realized how unstable these people were and I backed out of the lobby and walked up and down Main Street searching for a safe place to stay. The other area hotels were full, so I sat on a porch across the street and called the friends I was meeting. I described the hostility I had unknowingly walked into and they assured me we would find an alternative. I had to walk back into the establishment in order to gain a refund but there was nobody at the front desk. I Googled their phone number (also Jasper Police Department's number in case I needed them to intervene) and the same female hung up on me. I called back 2 more times reiterating that I was in the lobby needing the refund. She finally came downstairs but she did not want to refund my money. I asked her if she was aware of ADA Guidelines and she admitted she was but said they "made their own rules." Once again she called me a liar and said, "as a Godly woman she would pray for my soul because there's nothing worse than a liar." She kept making fun of "whatever that dog does for me" which I found particularly appalling if she indeed does have a handicapped child. She finally ran numbers on a credit card machine and tossed a receipt on the front desk. My poor dog was still shaking from all the yelling and hostility and I just wanted to get him out of the dysfunction. I would be very very wary of even walking into this place. I wish I'd read ALL of the online reviews as I now see this exact scenario happened to a young woman just last year. Deal with these people at your own peril!

Attention Julio and Mr Terry.

From: Kristina Christie <*******@lawrencelawry.co.uk>
Subject: ******* Attention Tom
Date: 28 April 2015 15:16:38 BST
To: *******@homeaway.co.uk

Hello Tom,
Thanks for your time today.
Just to recap the following are the issues with the property *******.

The manager, owner was very slow in responding to any email or telephone queries.
The photographs that were sent me were a compilation of photos of a variety of apt and villas rented by this agent.
The apartment was not clean and light bulbs were out in the master shower room.
The door to the shower room was broken.
The stove/hob was broken.
The kitchen was not as advertised, fully equipped. It did not have a cooker or a kettle or a coffee maker. The BBQ was dangerous and broken.
There were no sea views as advertised and the private beach access did not exist.
Most importantly, the master bedroom external door was broken and would not lock.
The handy men who arrived to look at eh glass door did not have tools nor the parts required to make the door secure. Neither man was interested in looking at the hob as they were not electricians. Nothing further could be done until Monday. We arrived on a Friday and our flight home was on Weds.
I told Clara, one of Julios employees, that we would be leaving and moving into a hotel as we could not stay in a flat that was not secure. She indicated that she understood.

In terms of unauthorised payments on my card there were three. Two for 235 Euros and a further for 200 euros but I would like a full refund as the property was not as advertised at all.

I have forwarded you the emails where Mr Terry and Julio have agreed to transfer funds into my account, and request my details but as of today no monies have arrived.

Cheers,
Kristina Christie

This is terrible experience to coop with booking.com. A guest booked two rooms for two nights (25th -27th of March) in my place (Booking number: *******786), but the guests didn't show up and I marked as No Show on Booking.com system following Booking.com's procedures. After that I was NOT able to get his credit card detail, even I am sure his credit card has been validated by Booking.com. Then on 28th of March I give a phone call to customer service to explain what happened, the customer service told me that, "Don't worry, booking.com financial team will charge from guest and provide the virtual payment detail for me before 2nd of April". However, until 2nd of April, booking.com financial team cancelled this reservation with a reason of "This reservation's no-show fee could not be collected from the guest.". So, I did a phone call to the customer service again on 8th of April, the CS confirm with me that reservation was cancelled by booking.com, not me, not guest. The funny thing is, that same guest booked a room for two nights (29th April to 1st May) again with me (Booking number: *******338). And under this booking, I can see the mobile phone number is exactly same as the previous reservation. And also, his Card validated by Booking.com again... Obviously, the financial team on Booking.com could make the charge on his card, just don't want to transfer to me. After this, no matter how I connect CS, they just reject my request at all. Booking.com is stealing my money like this! Break the law, I really hope some economic police should involve this case. If they do this kind of stealing every day per certain mounts of host, think about it, how much money they could stealing, billions of billions...

Booking.com use algorithms to change prices according to your perceived race. I book rooms for my company staff and am also a frequent traveller. Booking.com sarcastically call me a genious. My Japanese friend sitting across the table from me using trip advisor asked me what I thought of the Mercure Hotel for Wednesday 19th July 2017. His price on Trip Advisor was JPY7,700 so I checked Booking. Com from my computer and the same room was JPY16,200. I asked my friend to try booking.com and he bookedfor JPY8,750 an almost 100% premium.
This shows the sneakiness of Booking.com. They racially profile people and as I book through an American server they charge me a 100% premium.
I have booked 129 nights so far this year, so I estimate that booking.com has swindled some $7,000 from me.
Booking.com does not pay tax in the countries it operates in nor does it provide any service to the Hotels as it is so large everyhotel must be on it's site. It is the role of Governments to stop monopolistic companies from fleecing consumers so Booking.com should be forceably disbanded and it's senior management sent to gaol to enjoy the first shower treatment that white collar criminals so justly deserve.

I have 5 chalets on my property and rent 4, targeting dog-owners more as a service & to offset costs than anything. I was recruited by booking.com and although hesitant for various reasons, was persuaded by the salesperson to sign up. I got requests and bookings but experienced issues around check-in days which I reported. They were aware, acknowledged and admitted that the system was not great for chalet owners who need to put constraints on when chalets should be available etc. and said they were working on it. Finally I had a Huge problem when someone who had booked and cancelled showed up. I had to move All the renters to different chalets etc. and booking.com insisted that it was not cancelled even though I had an email 30 minutes after the booking saying that it was. The guest was on premise and had not payed a cent, happened to be abusive on top of it all despite heroic attempts to accommodate them etc. This was reported. Tech support was terrible - a complete disconnect between people within the company. There were other issues and I was unable to get support. I wrote emails and I decided that I would not pay the last commissions bills as I had incurred costs and wasted too much time with terrible support due to their errors and wanted to escalate these issues. The rep then called, spoke to me insultingly and during the busy season when I was relying on this as one of the sources of bookings, cancelled me without adhering to my request of escalation of the issue. I was finally able to speak to her boss and when I told her to review the notes at c. S. ( my emails) and either get back to me if they could cancel the bills or escalate this to a more senior executive, nothing happened. Then out of the blue they just put me in collection. I was never able to escalate the issues (for their own good) and negotiate what I wanted from the beginning - cancel the bills. I get calls and emails every day from a collection agency. I have tried to contact booking.com executive level people through linkedin simply stating that I have some issues with the company to no avail. I suggest to all chalet owners Never to Deal with this Company. If you ever have a problem, you cannot count on them to react properly, do the right thing or compensate you in any way. There is a bad corporate culture here and internal communications issues and you can feel it when issues arise. In this business - even if for someone like me who just rents out a few cabins during busier seasons, that is absolutely unacceptable.
SO I SENT THE ID HE ASKED FOR AND NOTHING HAPPENED.

You were rude about the transfer to a supervisor stating it would be pointless and I feel as if you were completely insensitive to my situation we were in an unsafe area to start with and I hated being proposition by the normal patrons of the community to engage I sexual activities for various forms of drugs though the fact that it made my blood boil did in fact take away from the cold The cold outside was no where near as COLD as the pretentiousness that was tossed at ne by the booking agent that received my call secondary I am beyond disappointed and hurt by the fact that I was treated in such a manner by a cooperation that I have not only spent thousands with but had and yes I say had been a stock owner for... I dropped all my shares immediately... I will not be booking with you again unless some type effort to reconcile this incident is made and yes I understand that I don't owe me a dime but still I feel like in the position that you play I would have at least covered the night with a comped room I mean it's 100 dollar a night average what's that to a billion dollar a year operation... just sad with great exhaustion I conclude go **** yourselves booking.com

P.s.
Let me interject that the only reason that I was even in thus situation is because booking.com put their stamp of approval on a hotel or shall I say roach motel that not only took my money for me for my deposit which was $50 by saying that my payment was denied when in fact I have proof that my payment was removed for my card from the premises but call the cops on me after saying such and tried to have me removed from the property... where I remained outside with all my belongings looking pathetic might I add... after being told by the police that I should take them to claims court and there's nothing else that could be done for 8 hours standing in the freezing cold I then made the call to booking.com was shuffled around multiple times and finally was told to go f*** myself didn't care that I should have suffered an egregious pain or injury before they would comp me a room for the night which is just what I feel should be standard procedure in such situations I mean hell spend tons of money with them so what does it matter to them $100 might break the bank petty Betty my new name let's get ready to rumble see you on the next site booking.com

I have a made a reservation from booking.com at June 2nd for my stay on June 24th.

I received a call on June 24th from booking.com stating that the hotel was fully booked and that I will be relocated to another hotel. The hotel I got relocated to was 30 MILES away from where I wanted to stay and was a 3 star hotel rather than the 4 star hotel I booked. There was also a single queen bed rather then 2 queen beds I have initially booked. I want to stress that I got notified of this change literally on my way to the hotel, the day of my stay.

When I contacted customer services about this asking for a refund, they said there wasn't anything that they could do and this wasn't a problem on their half. It is quite clear to me that this was a problem not because of the hotel but because of booking.com's services. TERRIBLE EXPERIENCE OVERALL, EVEN WORSE CUSTOMER SERVICE. STAY AWAY FROM THIS SITE GO WITH EXPEDIA IF YOU HAVE TO.

I can't believe they made me pay 194 dollars for one night's worth of stay in a hotel I didn't book at, in another town.