“I want to contact booking b.v regarding a booking i have made for an apartment in london but i am neither getting email replied nor any one picking phone call . v .could you please reply”
“The level of customer service offered by Booking.com and the company that they promote on their app Taxlico is by far the worst I have experienced. They will never see another dime of my money!”
“booked 2 hotel rooms for April 24 hotel obviously closed due to covid. Booking.com said to speak to hotel said we were a no-show and to contact hotel. Hotel said entitled to refund but as booked through booking.com have to get refund through them. Tried calling them booking number and pin not recognised so don't get to speak to anyone and they have not responded to 4 emails. Very angry”
“I had a booking for a hotel in Lisbon through booking.com in May of this year, for obvious reasons that had to be cancelled. I contacted booking.com and the hotel (both through booking.com and directly) in April to cancel my reservation and then for the next 6 weeks kept contacting booking.com and the hotel to make sure my reservation was cancelled and that I would receive a refund for my reservation under the booking.com rules at the time. I was even told that I would receive a refund and that the hotel should have processed this already, and we were just waiting for the hotel to confirm if this has been done yet.
I had booked this holiday in November (pre-pandemic) and had paid for the non-refundable booking as this was cheaper. I could cancel my reservation if the hotel accepted my reservation. In the six weeks before my reservation, the hotel did not respond to any communications from me asking for my reservation to be cancelled. I have since discovered this is because the hotel was closed during this time (and at the time of my reservation) in line with the Portuguese government’s lockdown rules.
Despite the hotel being closed, booking.com have refused to give me a refund (or even provide me with their vouchers to cover the money that I have lost) since it is for the hotel to provide the refund and they solely act as an intermediary. The hotel have not responded to any communications since April and even though they are now re-open, there is never anyone available to speak to in order to process the refund.
I have spent the last 4 months complaining to booking.com and the hotel, but they have been beyond useless and are refusing to return my money or even offer vouchers to cover the fact that a hotel has kept my money despite being closed at the time of the reservation. Throughout all of this, the hotel is still advertising on booking.com’s website and taking bookings (and were doing so throughout the pandemic when they were closed!). The only advice from booking.com is to keep contacting the hotel, even though I am sure we all agree 4 months of chasing is enough time, or to cancel through my insurance which does not cover pandemics, as well they know.
All I want is my money back, or even a voucher so we can put this whole shenanigan to bed, but it seems that booking.com should change it’s name to booking.con and wave goodbye to any shred of the good reputation they have left.
As you can tell, I am thoroughly disgusted with their behaviour throughout, do not book through booking.com, they do not care about you despite being in the midst of a pandemic!”
“We used Booking.com when going to a family wedding in Lichfield. It was so straightforward to check how far hotels we're from where the wedding was. This was important because we had 3 children under 4 years old at the time, so convenience and price we're our top priorities. The hotel we booked through booking.com had the best breakfast sausages I have ever tasted, which was an added bonus!! 😁”
“Happy Customer for over 10 years, until something went wrong...
Overall approach to Customer Service - thank you, sorry, thank you, sorry - ultimately we will support the property whenever cases of dispute are brought forward.
It took 11 emails through 7 different Customer Service representatives to determine booking.com were not going to provide me with any real help or support.
So, I went to visa, who after investigation, agreed the property was fraudulent, and provided me with a full refund.
There is no mechanism through booking.com to call out the fraudulent properties they support. So you can't trust the reviews on their website either.”
“Trusting their reviews I booked into a 4 star hotel which was in worst condition with hostile staff. They took my money before even seeing the room and then refused to refund me! I posted my review and booking.com refused to publish it on their website: No wonder there was no negetive reviews of this shamble hotel on their website. This happened a couple of times before too but the hotel was never this terrible. So after 9 years, I've decided never to use booking.com again”
“Hi, Just a word of caution if you use or plan to use booking.com or are considering staying at Apartment Hyde Park Clifton Surry Hills NSW. I'm totally disappointed with their total lack of customer service. I cancelled an accommodation booking with Apartment Hyde Park on 19/03/2020 which was "within the allowed penalty free cancellation period" and to date, 6 weeks later I still have not received a refund. This properties refund policy clearly states a complete refund in 30 days of cancellation. The property has advised that the refund has been paid, which is totally untrue as at 29/04/2020. I've contacted booking.com multiple times by email and phone seeking assistance with this matter and all they have done is referred me back to the accommodation provider, which "just goes nowhere". Both the property manager and booking.com have lied, misled and brushed me off ( I have lost around $800). I note that the property is still taking bookings on the booking.com website in spite of booking.com being aware of this matter..? They both lack credibility as service providers.”
“Had a glitch and double charge by hotel and booking.com each blamed the other to me and booking.com told me good luck we will not do anything to help nothing at all we wont even call the hotel to discuss then told me im on my own and its no problem for them if i never user them again.”
“My wife and I had a vacation trip to Italy planned for 6 months, scheduled to leave on September 10th. My grandmother passed away on September 8th, God rest her soul.
We decided on September 9th to cancel our trip so we could grieve with family and attend my grandmother’s services. Every company from American Airlines, Southwest Airlines, Airbnb, Trip Advisor, to Marriott were very sincere and easy to work with, offered condolences, and gave us a full refund. Then there’s Booking.com. My wife contacted them on September 9th, a full week before our reservation date near Florence, Italy to inform them of the cancellation due to a death in the family. The customer service representative was unhelpful and rude, they also didn’t offer a refund. They said it was up to the property if a refund could be issued. That is terrible customer service! My wife decided to do some research and found TWO middle man companies! She then emailed the property in Florence directly, on Sep 11th. We received emails on Sep 12th from two reservations office employees who were gracious enough to offer condolences, and BOTH said refunds were at the discretion of the booking agency! We took a break from wasting time with this nonsense to spend time grieving for my grandmother with family.
I contacted Booking.com yesterday to try this hash this out. Surely, their customer service wasn’t this bad. The guy I talked to was nice, but gave me the run around about our reservation being with Booking Basic, and was through a subsidiary company. He told me that if the property was willing to refund the reservation, that he would talk to his manager about a refund, which completely contradicts what the property told us. He asked me to forward the email with the property and he would see what he could do. We decided to email the property again yesterday and ask if they would state that they would be willing to offer and refund. We received a reply this morning and were informed that Booking.com never cancelled our reservation and we were classified a no-show!!!!! This lack of accountability is appalling!”
“Done it again, stated that hotel wouldnt take the money and that a credit card was not needed but will help with the confirmation, only to find out that the hotel has taken the money”
“I made a booking and it supposed to charge me right after my booking was confirmed. But the money went only in the morning and the amount exceed very much the cost of room I booked.
This is awful service, don’t use it!”
“Avoid this company! They not worth even 1 star. Canceled my hotel stay 4 months ago with free cancelation. Still waiting for refund. Customer Service is total rubish. Keep calling them and always get only promises.”
“Got a room booked, got the confirmation email and confirmation number; hotel called us rudely and told us they were at capacity and our res was cancelled. Called Booking.com and they told us, tough luck. They aren’t like an actual travel site that books a swath of rooms, the hotel uses them as free advertising. So the hotel made the mistake and Booking.com did nothing. They helped us cancel our reservation. Never going to use this site again and will tell friends and family that Booking.com and Vermillion, SD Holiday Inn Express is bad business. Shame on you Booking.com for not doing ANYTHING.”
“Up until covid I had relatively good experiences using booking.com. I had reserved a hotel via this service (INNIT ROOMS OCEAN BREEZE) for July with a free cancellation policy and no prepayment - When everything shut down in March, the hotel took the full value of the booking in early April - when I cancelled at the end of April, I got an email saying it will take up to 2 months to issue a refund - fair enough.... over 4 months later, emails to both Booking and the hotel directly and still nothing. Hotel is saying they basically will not refund and best bet to go to Booking but impossible to get any communication or response from them. Appalling customer service. I will never book though booking.com again. I understand these are difficult times but the decency of at least an email or a call to advice on next steps, progress or alternatives....”
“They cancelled my booking and never refunded me, then they lied deliberately to gain time and never paid.
I booked an hotel in Rome through booking.com in March 2020. I was told the hotel was closed due to the lock-down in Italy in March, and that I would get a refund. Since then, booking.com and the hotel have been refusing to refund me. I've contacted Booking.com by phone on March 24th, 26th, April 29th, May 24th. In every phone call I was told I would get the refund in 8 working days, even asking me for my bank details, which I provided. In my last phone call in May the costumer service worker said they would instead ask to the hotel to refund me, and they cc'd me in that email. The hotel never answered and when I emailed the hotel directly, they refused to refund me and stated I should contact Booking.con instead. In the meantime, booking.com has cut me off from being able to call them, they never answered my messages or emails, and now my confirmation number and pin is "not recognised" anymore. In sum, they lie and cheat you deliberately so they don't have to comply with their refund policy. This company is a SCAM. Beware of your money and contact the hotels directly.”
