“The reservation was cancelled by the company Booking.com booked it with and the Booking.com agent was called to cancel the booking. The Booking.com agent said that he would refund the money within 48 hours, 9 days later no refund of about 4400! Couldn't get a refund via the website as it wanted a PIN and a booking number..... no PIN sent only 753267595 which Booking.com said they don't recognise.”
“December 2 – Reservation confirmed on Booking, full advance payment made.
December 2 – Reservation confirmed by Swissôtel Damian Jasna.
December 11 – Reservation canceled.
Conditions:
• Refund: up to 12 days.
• Alternative accommodation: 3 stars, no half-board, far below the initial conditions.
• Inability to make a new reservation due to blocked funds and lack of available offers during the holiday season.
Thank you, Booking & Swissôtel Damian Jasna, for ruining our holiday plans!
Slovak Translation
2. december – Rezervácia potvrdená cez Booking, plná platba vopred uhradená.
2. december – Rezervácia potvrdená hotelom Swissôtel Damian Jasna.
11. december – Rezervácia zrušená.
Podmienky:
• Vrátenie peňazí: do 12 dní.
• Náhradné ubytovanie: 3 hviezdy, bez polpenzie, ďaleko od pôvodných podmienok.
• Nemožnosť urobiť novú rezerváciu kvôli blokovaným financiám a nedostatku ponúk počas sviatočného obdobia.
Ďakujeme, Booking a Swissôtel Damian Jasna, za pokazenie našich dovolenkových plánov!”
“Avoid Booking.com at All Costs – An Utter Disgrace
We booked a property on Booking.com two months ago for an important trip, only to be informed just weeks before our departure that the property would no longer be available. This left us scrambling for alternatives at the last minute during peak travel season.
After they took two whole weeks to offer a so-called "resolution," we were presented with an entirely unsuitable replacement property that was a complete downgrade from what we originally booked. Despite countless attempts to resolve this issue, including over three hours of phone calls with their customer service team, we were met with unhelpful, condescending responses.
Booking.com's customer support is beyond atrocious, lacking both empathy and basic problem-solving skills. Their website provides no real support, and the entire experience feels like a scam. They blatantly ignore the obligations of their platform and leave customers stranded with no accountability.
We would absolutely not recommend Booking.com to anyone. Their behavior borders on fraudulent, and we are considering legal action to address the time, stress, and financial impact this has caused. If you value your travel plans and peace of mind, steer clear of this company. They'll gladly take payment in advance but will offer no solutions when they are in default.”
“Booking.com is literally scamming people. Stay away from this company if you want to keep your money and reservation protected.
For the first time, I booked a rental car through this company with hotel booking together. Due to an emergency reason, I had to cancel the reservation. I did not receive any email notification, however, in app it was showing that the refund is pending, but they did not refund my money, and charged full amount. Later I contacted customer service, now they are asking for proof of cancellation. Unfortunately, I trusted their service and I did not keep any screenshots of the cancellation. Now, they cannot refund. Be careful.”
“Booking rips you off. They charge $40 per night on top of the nightly hotel rate. Beware! Save your stress and time. They do not care and will not refund anything.”
“I am extremely disgusted with how booking.com will handle issues. I booked an apartment (VESTA - Nile View Residence) in Cairo, Egypt via Booking.com website. Based on the reviews it seemed to be a nice location. When we went to check-in, it was a complete dump. I was in an almost abandoned building, with a very unsafe lift to get to the 10th floor, and the corridor was dirty, abandoned, with old broken sewage pipes etc. It was a horror house. I immediately got out of the place and booked a hotel for much more!. I informed the property owner and was told that they do not have anything to do with the building, but only with the apartment !!. When I contacted booking.com, they took several days and got back and said that I have to contact the property owner !!. I have sent pictures as proof as well. At this moment, I am still to get a refund which is due to me as its services not provided. Extremely poor service when it comes to issues !!”
“**Beware of the Middleman: A Cautionary Tale on Booking.com**
In today’s technology-driven society, the convenience of booking accommodations online has become an integral part of the travel experience for countless adventurers. With just a few clicks, travellers can secure a place, whether a quaint hotel, a cozy cabin, or a luxurious resort.
However, lurking beneath this surface-level ease is a stark and disturbing truth: not all online booking platforms operate with the best interests of their users in mind.
The Setup
Booking.com, a significant player in online travel, touts itself as a reliable resource for finding ideal accommodations. Yet, it often complicates the booking experience, entangling travellers with dissatisfaction and unforeseen financial repercussions.
This cautionary tale seeks to expose the underlying practices of Booking.com, serving as an essential warning for anyone planning their travels through this platform.
The Scene
Picture this scenario: you’re casually browsing the Booking.com website or app. A charming hotel or an inviting private property catches your eye; its vibrant pictures and glowing reviews excite you. Relying on your level 2 Genius member status, you might feel confident that you’re accessing the best options and deals available. However, this apparent privilege can swiftly turn into a double-edged sword.
Booking.com employs a sophisticated algorithm to monitor your loyalty and spending patterns meticulously. As a result, you become a prime target for specially curated offers that may not necessarily align with your personal preferences or needs.
Rather than guiding you toward accommodations that meet your expectations, the platform may cleverly direct you toward subpar options, increasing the likelihood of cancellations. With every failed booking, Booking.com benefits from non-refundable fees, trapping you in a frustrating cycle where excitement transforms into anxiety over imminent cancellations.
This is compounded by the fact that the eye-catching visuals and selectively positive reviews can obscure the reality of your chosen accommodation.
Where is our money
A peculiar process unfolds once you enter your credit card information and complete the booking.
The platform collects your payment upfront, using your credit card details to secure later transactions with the property owner.
However, a significant catch exists: the property owners do not receive their funds immediately. Instead, they could be left waiting days, weeks, or even months to receive payment. This delay means that you are left unaware that your money is caught in a convoluted transactional quagmire, raising questions about the transparency and reliability of booking.com when they do not refund your money once your plans changed, excusing by " strict no refund cancellation policy from the host." The hosts did not receive their money yet.
The Cancellation Nightmare
Now, envision the scenario in which you need to cancel your reservation.
This is where the true nightmare commences.
When you initiate the cancellation process, Booking.com swiftly reveals a harsh reality: non-refundable charges based on the stringent cancellation policy enforced by the property host.
Frustration and despair wash over you as your travel plans unravel before your eyes.
To exacerbate matters, you receive an email from Booking.com that suggests you make a new booking while they diligently negotiate with the host on your behalf to secure a refund.
Let me repeat that. It’s crucial to remember that Booking.com owns your money, while the host remains oblivious to your payment information.
Feeling a mix of curiosity and skepticism, you contact the host directly.
To your surprise, they could have easily adjusted your reservation dates without any hassle. The realization strikes you like a bolt of lightning—Booking.com was aware of this flexibility yet chose to mislead you, enticing you into another transaction that primarily benefits them while obstructing your ability to communicate directly with the host.
Limited Host Access
Adding to the mounting frustration is the significant limitation imposed on hosts when managing their reservations through Booking.com’s system.
Many hosts cannot modify bookings independently or respond to urgent guest issues, relying heavily on the intermediary platform to relay communications and make essential adjustments.
This dependency often results in slow email exchanges, fostering misunderstandings and delays that leave both hosts and guests at the mercy of the middleman. Instead of creating a fluid, direct interaction, the platform robs both parties of their money and peace of mind.
A Personal Experience Gone Awry
Having traversed this disheartening landscape, I can share a personal account that underscores the grim reality of this system.
I once booked an apartment through the Booking.com app, entrusting them with over $1,000 in hopes of a restful escape. However, upon my arrival, I was confronted with an apartment that bore little resemblance to the enchanting description and alluring visuals that initially drew me in. Heartbroken and uneasy, I spent 45 minutes there before deciding to leave.
In pursuit of a resolution, I contacted Booking.com immediately, providing extensive evidence of the discrepancies through photographs and video documentation.
Unfortunately, their response was both disheartening and dismissive; they strictly referenced the host’s cancellation policy, which stipulated no refunds. It’s essential to note that the host had not yet been compensated; they had no access to my credit card information.
Booking.com would not disburse the funds to them until they ensured their members stayed all the duration; if less, then the host will be paid less, so there are upfront payments from us to Booking.com, but no upfront payments from Booking.com to the host.
In a paltry attempt at reparation, they offered me a mere $100 in compensation—a sum that felt more like a slap than a genuine acknowledgment of my loss.
Moreover, I later uncovered troubling information regarding Booking.com’s practices, which often reveal that they do not fully compensate hosts for cancellations or may only pay them a minuscule fraction—typically around 20%—of the total reservation cost after a cancellation.
This middleman platform retains the lion's share of the funds while skillfully hiding behind the “host cancellation policy” to deny refunds to customers like myself.
This leaves us feeling trapped and deceived and serves as a cautionary reminder to be vigilant and cautious when using such platforms for travel arrangements.
The Genius Membership Trap
One of the most insidious aspects of Booking.com is its Genius membership program. Initially, it may seem like a fantastic way to save money and access exclusive deals.
However, as you make more reservations and spend more money, you inadvertently expose your preferences and habits to the platform.
This data is then used against you, presenting misleading offers designed to fail, knowing your likelihood of cancelling is high.
Each cancellation means more money in Booking.com's pocket, all while they hide behind the guise of advocating on your behalf.
Conclusion
In conclusion, Booking.com is a profit-oriented platform that manipulates what you see and read to maximize profits.
They play a deceptive game, positioning themselves as your advocate while treating both members and hosts as mere pieces on a chessboard, moving them as they see fit.
My personal experience reveals the grim reality of using this platform, and I strongly urge you to consider alternative booking methods to avoid falling into their trap.”
“Booking.com advertised a 4-5 star in Aixe de Provence-Prepay! I learned my lesson .We couldn't walk up the 3 floors to the attic and left. No way could I get any refund.
Don' get any place that you don't know and prepay it.”
“This is the worst app with corrupt and illiterate representatives, they steal money from people and they are very proud, i had 109 euro deducted from my account and was told to wait for 12 days, its been 15 days now and they claim the money was used to pay for my cancellation fee which i am sure i made the cancellation 5 days before check in and they confirmed i am not going to be charged for that, today they are using the same cancellation that they confirmed wont have charges to refuse to pay back the money they stole from my account ! Let me tell you something booking.com stuff and your supervisors, the money that you steal from people will not end well with you, continue stealing it will be over with you one of the good days and you will surely regret! I knew I wasn’t the only one who was awfully treated by you and i am here reading so many bad reviews about you! It will be the end with you together with your illiterate supervisor … the 109 euro you stole from me is going to cost you a lot just watch the space.”
“i have booked 2 rooms and received confirmation email with reference numbers. after some second email stated the booking was not confirmed due to some technical error, then i moved another place, . Later on I check my statement there was deduction from my credit card, for above booking.
not stayed in the hotel, but they charged us,
so many emails, and talking with customer services many times, explained the scenario, they also check and agreed that there is some error, we will refund the charges back to your account, but till now not yet received,
very bad, very bad, CHARGED FOR NOT BOOKED ROOMS,”
“Worst experience I have ever had. Booking.com cancelled all three of my hotels for my honeymoon without any prior warning or notification and they didn’t even notify me after they did this. When enquired with the hotels they told me booking.com cancelled because my credit card details were invalid, worst part of that is all the hotels took and kept a 50% deposit from said credit cards. So how the details were invalid if they took the money I will never know. The cherry on the cake was when I finally after hours of trying managed to speak to someone at booking.com they told me that they suspected suspicious activity and that’s why they cancelled, and on top of that my account is still closed 3 weeks later and I cannot make any new bookings because they are apparently still reviewing my case. Booking.com you should be ashamed. Your owner should be in prison and not very employee should be ashamed to sit at the dinner table and tell people where they work. My honeymoon is ruined because you cannot conduct the most basic business practices”
“We have had enough of the Booking.com platform. In August this year we booked 3 properties on Booking.com for a UK family holiday for Christmas. In the last 2 weeks two of the properties have cancelled our bookings. One claimed the property was uninhabitable and the other claimed it was a double booking. How does a double booking occur 3 months after we booked and paid in full?! We believe our bookings were cancelled to accommodate the landlords friends and family. We have had no help from Booking.com. As the paying "tenant" we have very few rights to challenge the cancellation and seek compensation. So, we are going back to dealing directly with traditional hotels. Be aware that you do not have an uncontestable booking through Booking.com until you actually collect the keys, you can be cancelled at any time by the landlords.”
“They charged me £79 on top of my flight cost without warning me. I only found out
when I checked my credit card costs.!
Do not use Booking.com for Flights”
“Very unsecured platform to use. You can easily get scammed and your money will be taken and they will never refund you claiming they need 1000 papers from you every time you send them what they need they come up with a new excuse or never reply even by emails until you call and spend hours over the phone… zero solutions, zero accountability. Overrated and easily hacked.”
“Booking.com has completely failed me. I booked a hotel room for myself and my wife, expecting meals included through my Genius Level 2 perks. The platform didn’t clearly allow selecting two guests, and after booking, I was told I’d need to pay an extra £40 per night just to add my wife. Contacting both the hotel and Booking.com was useless—each passed responsibility, with no real help offered.
This experience has left me feeling scammed and frustrated. False advertising, hidden fees, and zero accountability from Booking.com. I won’t use this service again!”
“We booked a 7-day vacation in Cancun at the Azul Beach Resort through Booking.com, specifically for our daughter’s 16th birthday Celebration. However, our booking was not honored, and we were instead "dumped" at a different Resort . After being shuffled from Resort to Resort the Resort we finally got was not of our choice and was clearly a downgrade. When we told them that we would like a refund since we didn't approve of the resort they refused so it was almost a hostage sutation we were dealing with in a foreign country which was very scary for us as a family.
We lost an entire day of our vacation dealing with the issue, left without a reservation in a foreign country, feeling anxious and unsafe. After hours of controversy and stress, we finally got a room at 9 PM.
What makes this worse is that I had called the Azul Beach Resort before leaving to confirm our booking and makesure everything is ok, and no one mentioned any problems then. We could have solved our issues before we left Canada if only we were just informed in time, we had our booking for two months in advance so Booking.com should have sent us an email or something to inform us and give us options.
This was supposed to be a special trip to celebrate a milestone birthday, but the entire experience was ruined we didn't even celebrate due to the mismanagement and lack of communication. Bookings.com's customer are treated very poorly by the Resorts for whatever reason. Something to keep in mind when booking your Vacation, this was my first time booking with them Never "NEVER AGAIN", their customer service is the worst specially after they have yourbooking , I would like to mention their custome reps are way better than the supervisors who can barely speak clearly let alone understand or resolve your issues.We travel a lot and have not had such a bad experience with any other booking platforms we used in the past.
Extremely disappointed with
Booking.com and would not trust them for future travel plans." REGRET "using Bookings.com .”
“I am the host of this property and recently accommodated a group booking made for six guests. However, upon arrival, the group unexpectedly brought 10 people and refused to pay the additional fees at check-out. When we contacted Booking.com customer service for assistance, the responses were unsatisfactory. It seemed the representatives were unable to resolve this issue, as each call was handled by junior staff without decision-making authority. Additionally, I mistakenly marked the reservation as a no-show in the system, which led to the booking being canceled, and I could not correct it or receive payment for the stay. The lack of options and support within the Booking.com system has been frustrating, and the experience has left me disappointed in the service and with no payment as a host.”
