“Terrible company. Website shows offers about free airport transfers with hotel bookings and never delivers. Booking.com Rep claimed it was not valid but I know better and SCREEN SHOT all my travel bookings before confirming because the travel receipts you get via email do not list all that is promised on the listings. Clearly showed a free airport transfer was offered and my credit card company sided with me. If you MUST use this scam company screen shot everything they offer (room type, etc.) and contest with your credit card company. Easier to deal with your credit card than waster your time with these dumb Dutch “representatives”. Who are there to scam you. Hopefully the credit card companies will no longer do business with this trash firm and they go under.”
“The worst customer service and company I have ever had the misfortune to deal with. Avoid at all costs. Been waiting over 6 months for a refund they confirmed I was due despite sending them the requested evidence on 5 separate occasions.”
“Absolutely disaster company and costumer service! They didn't help us at all with reservation problem. One of costumer service hang up without even fixing a problem.”
“Booked the accommodation with booking.com, which we cancelled well in advance. Due to their system issues, the cancellation was not recorded and we have no proof of the cancellation and we were still charged $400. We called both booking.com and Park Royal and both parties denied responsibility and refused to refund our hard earned money. $400 is not much for these big companies but for hard working people, it's quite a substantial amount of money. The most disappointing and disgusting experience, shame on both booking.com and Park Royal.”
“Awful
52 year old man left in Spain with no accommodation as there hotel was not in service to be used, appalling, stayed on beach as nothing available to late for buses
Dont book with these please use agoda or anyone”
“was hard to get into apt as I did not arrive on transfer until 2200. Calls were not answered and the bell was pressed about 10 times without reply. A young lad appeared who said the deposit was standard but I had not payed for my stay of 9 days. I showed him my booking and went to my apt as I had the keys. The apt was damaged in parts and should not have been in use. No kettle just a small pan for hot water.”
“Poor Customer Service and Lack of Flexibility
I made a booking at Boutique Hotel Nossek and accidentally selected the wrong dates. Within 15 minutes of the booking, I contacted both the hotel and Booking.com to adjust the dates or cancel free of charge. Despite contacting them before the cancellation fee deadline and offering to pay any price differences, the hotel refused to cooperate.
Booking.com initially promised to respond within 24 hours but failed to do so. On 6 January, I had to call Booking.com myself to follow up, but even then, no resolution was reached. This entire experience has been unnecessarily frustrating, and I would caution future customers against expecting flexibility or customer-focused service.”
“They have the worst client service. They do not help at all. We had scammers who lied about an apartment we booked, when we were there it was not safe and basically nothing was ok about the apartment. I called booking and cancelled the apartment. I demanded my money back but booking do not want to help and each time I call the line cuts off and I get someone else.. In one day I told my story 8 times from scratch and spent 2 hours on the phone, my day was ruined. Shame on booking not punishing scammers and give them free pass, as long as booking get their percentage they do not care. For me after being a client for more than a decade I will never use booking again and won't recommend it to anyone. We lost now 940€!”
“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”
