“I am submitting this complaint because I am extremely disappointed with the way Booking.com has handled my case.
I booked a rental car through the Booking.com platform because the website showed me a collection location that was close to my home. This was the main reason I selected that option. After the reservation was confirmed, I discovered that the booking had actually been made for a branch on the opposite side of the city. Had the correct location been displayed, I would never have completed the reservation.
I contacted the rental company the following day to explain the issue and request a cancellation. During that conversation, I was also informed that the vehicle would not even be available at the collection time stated in my booking confirmation. My reservation was for 10:00 a.m., yet I was told the car would only be available at 1:00 p.m. This clearly shows that the service I booked did not match what was advertised.
Despite providing this information, Booking.com repeatedly sent me generic responses stating that my case had been reviewed and that their decision would not change. At no point did anyone address the specific issues I raised regarding the incorrect pickup location or the incorrect vehicle availability.
As a customer, I expect transparency, accurate information, and a fair investigation when something goes wrong. Instead, I was charged an €85.13 cancellation fee for a problem that resulted from misleading information on the Booking.com platform, not from any mistake on my part.
I believe this case deserves a proper review by a senior member of the Customer Relations team. I also request a full explanation of how the investigation was conducted and why the evidence I provided was disregarded.
I have used Booking.com because I trusted the company, but this experience has seriously damaged that trust. I hope Booking.com will reconsider its decision, refund the cancellation fee, and improve the way customer complaints are investigated and resolved.”
“Made res in MAY. It's now JULY. Email from booking has link to reservations. Clicked link, and logged in. There is the reservation on my list. Click the res. Told I have to very email to access the details. I verify email, and get told tyhat I have to verify email. (neverending loop.) That's 1.5 hours. Then try to reach booking. 2 hours til I was told the res was made through som ecompany named "agoda" and that I must contact them. I check 14 years of email archives but the word "agoda" does not appear. I call the number booking gave me to reach agoda, but it is the number for some other business in India and they do not speak ANY english there at all. Now 7.5 hours into this, I call the number I found on gethuman.com for booking.com, wait on hold for over 30 minutes, I get a LIVE CSR who asks for my conf# and pin, I give that info to him, and he hangs up.
Booking and whoever this agoda company is are now blacklisted across all of our companies.”
“Booked a sea view room due to my wife and I being pensioners and not the best on our feet. I have stayed there before and knew the difference in the room size so payed the rates for the bigger room .
On arrival I was given a tiny room with no sea view
Either side of the bed there was approx 8 inches to manoeuvre and on my side there was a radiator and boxed in pipes which I struggled to get out of bed in the tiny space.
Hotel told me to get in touch with booking.com which I did twice and I am still waiting for a response after 7 days
Fuckin hopeless and I will NEVER use them again.”
“I had to cancel my trip and my hotel room. So since I couldn't make my trip, I asked for a refund. That was 2 weeks ago. They said I would have it in 3 or 4 days and I still haven't received it. I would like my refund”
“BOOKING.COM are incompetent at processing Refunds for FLIGHTS because they deal with hotels and only associate with GotoGate for flights and other companies for tours, car hire etc. GotoGate is based in Sweden. Booking.com is based in the Netherlands. I have now waited 11 weeks for Booking.com to process a refund that the airlines stated was completed 7 weeks ago. So for 7 weeks, my money has been sitting somewhere that Booking.com and Gotogate cannot find and Malaysian Airlines does not have to find. My case has been "escalated" 6 times and I have received emails apologising for the inconvenience but not explaining anything more. I have been accused of not answering calls from Booking.com supervisors 3 times when my phone shows no records of any incoming calls from Booking.com. I even waited 100+ hours after being told I would have to wait up to 72 hours for a phone call - I did get another useless email.
I have asked for Booking.com support personnel to phone Gotogate while I wait online but that is never actioned (I do not have international phone access to phone them myself). I cannot complete the GotoGate Contact Form because I do not have the Order number (it has a different format to the Booking.com booking number) and the PNR does not work with my email or an email address stated by Booking.com. So, then I was told nothing will work to complete the GotoGate Contact Form because the flight I cancelled was in the past.
Personnel include: Shainna G, Esther, Sana and Jessa.
Scores: Politeness: 10/10, Timeliness: 0/10, Effectiveness: 2/10 (2 for making the original booking and cancelling it with Malaysian Airlines).”
“I’ll never book with them again. It’s the worst customer service I’ve ever experienced. I accidentally typed my email in wrong and the AI just couldn’t figure out what to do. I had to scroll through my history to find my confirmed booking, after literally HOURS of trying to figure out their stupid robot. Sometimes the robot would email me back saying it can’t help me without my confirmation number (which I kept telling it I didn’t have). Then I’d get an email with no message - just a full stop. Even my complain email asked for my confirmation email and was handled by a robot. And when I *finally* got a human reply I couldn’t respond! They sent it from a no-reply email, with no history of the chat in my account. Don’t waste your time. Apparently there are many scammers using it too.
Don’t waste your time. Use it to find a place to stay, then book direct. Never again.”
“As a host, I have stopped doing business with them. They overbooked my short term rental twice in one week. They admitted they were having a "calendar issue" but then did not resolve the guest I did host. I have literally called and written in 20 times to try and get this resolved as they cancelled an amended stay so it looks like I did not host the guest and now they are holding another payment from another guest I hosted. They have no customer service. They are absolutely dreadful. Pulling my business and never using them as a host or a traveler. If it's possible to get negative 5 stars, that is my score.”
“I sincerely appreciate Mrs. Zamora Lisette for her dependable support. She resolved my withdrawal issue promptly and ensured the entire process was smooth and stress-free.”
“Very poor experience with Booking.com.
A free airport transfer was clearly advertised when I made my booking and influenced my decision. After completing the reservation, this benefit disappeared and I was asked to pay extra.
There was no explanation and no mention of any restrictions in the confirmation.
I contacted customer support multiple times by phone and email and was completely ignored or redirected without any resolution.
This is a misleading promotion and extremely disappointing customer service. I expected much better.
I will be escalating this issue further through official consumer channels.”
“Warning - Booking.com charges for services which are actually complimentary. I was just charged for checked baggage when the airline actually has complimentary checked baggage. Surely not legal?? Definately not ethical.”
“Message sent today to the CEO of booking:
booked a flight from NYC to Tel Aviv (where I live) on February 21st for March 18. My March 18th commercial flight was cancelled because of the war.
On March 16th I called Booking to report the change and they said their system stills shows a regularly scheduled flight. I told them they needed to call the airline and they said they would.
On March 17th I called twice. Once in the morning because I hadn’t heard back from Booking . The second time was around 4pm EST. They told me to just wait and not to worry that the flight was leaving in 18 hours. On that call the person asked if I wanted to cancel the reservation so I would not get a no show charge.
The next day I wake up and see that I am marked down as a no show in ci ready to my request. This is what elal sees on their system so they cannot reschedule me on one of the rescue flights. They also cannot give me refund or voucher - which I requested from booking on March 16 and 17. And I cannot buy a new ticket because all ticket sales are closed until April 18 (at least).
Because of their negligence I am stuck in NY ($$$) without any chance of getting home.
I have spent HOURS on the phone with them and in the chat feature. The response is always the same “we are waiting for a response from the airline”. I called the airline and the do not have any requests from Booking.
On my last call with them they were supposed to check the recoding from March 17 and confirm that I requested to cancel my reservation. They were supposed to get back to me in 24-48 hours. I called 45 hours later and they said they still had time. I made sure they had my US phone number. No one ever called.
Then I got an automated message saying they tried calling me - on the wrong number-and they are waiting for a response from the airline.
I am stranded in NY and not eligible for a rescue flight because of booking’s mistake.”
“Booked accomodation months in advance. A few weeks prior to the stay, they requested for me to cancel the booking as they had double booked the accomodation, leaving me frantically looking for and alternative”
“WILL NEVER BOOK WITH BOOKING.COM EVER AGAIN!!!!
We booked our honeymoon almost a year in advance, paid in full before it was due. I changed my last name on the booking because I put my married name not maiden that matched my license so I changed it. Did you know that booking.com will charge you eight dollars and some change to simply change your last name on a reservation? They also don't warn you about that before you do it. Anyway whatever, I'll pay it... oh wait I can't because their site won't load. Tried the app and the website, neither worked. I message multiple representatives about this and was told OVER AND OVER that it was fine. Have messages and a voicemail proving it. Day comes to go on our honeymoon, CANCELED. Called the hotel they said they didn't cancel it. So I call booking.com customer service. They argue the whole time, you can't even get a word in. Called four different times, got hang up on once. Last guy says you can send me proof showing that I had other representatives telling me everything is okay over email, okay what's the email... silence for over a minute. Me-Hello? Yes I'm still here madam. Me-Email please? Then argues with me and says it our fault the site wouldn't load to pay. Yeah between two different providers and a separate wifi network that all worked perfectly fine on all other websites, no it wasn't us. I was just done after that. Then they say oh here's a thirty dollar credit on your next booking. HA, will never book with yall again. Also still waiting on our over three hundred dollar refund from them. DONT BOOK WITH THESE PEOPLE CHOSE A DIFFERENT SITE.”
“We booked our flight in Booking.com, but unfortunately our flight was cancelled by the airline and the only option is to refund the money. I am calling for multiple time in customer service of Booking.com, but it takes like 30 to 40 mins of waiting to someone who will answer but its just useless because no one is answering me. I hope this issue will be resolved. This is a frustrating situation to those who wants to travel back home.”
“Booked accommodation in Miami I became very ill so I had to cancel I contacted booking.com and the letting agents to apologise the letting agents were very sympathetic and said that booking.com hadn’t paid them yet so no problem and within a few hours the agents had re let the apartment booking.com refuse to refund me and I am unable to talk to anyone I’ve been using them for years but as soon as you need help the ignore you I will never book with them again very crooked company”
“Awful company that dont bother to check previous communication between themselves and are not clear or transparent about additional costs, although they try to argue this but its not so issue to argue with facts that are shown to them. Now trying to charge for cancellation when its already been agreed by them to refund me in full”
“Awful since Expedia bought out. Used to be wonderful to work with prior to purchase. Tried using again for first time in years…found listings are untrustworthy. Amazing how you can’t trust a word they said. Stay away from this company!!!”
“From resolving platform concerns to simplifying withdrawals, URF combines technical intelligence with a customer-first focus, ensuring every financial process runs smoothly and efficiently.
Whether you’re an entrepreneur, freelancer, or individual seeking control over your finances, URF is your go-to partner.
Thank you, UNIQUE and team, for setting new standards of excellence in the financial sector.”
