Complaints

• Initial Complaint

  11/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We rented a car through booking.com for Friday November 18th, 2022 at 3pm at the ***************************************. When we made the reservation, under my partners name, *********************, they accepted the full payment of ****** from our debit card. At the airport on Nov. 18th, we arrived at 3:15 to 3:20pm to Thrifty and it was closed. They redirected us to one dollar and we waited in line for 1.5 hours. Once at the front, they informed us that there were no cars available for another 2.5 hours. We were willing to wait however, they asked for a credit card and said they could not take our payment or put us on wait list to get a car unless we had a credit card. We were confused as we had already paid the full amount for the car and they accepted our debit card on the website. Once we knew we were not going to be helped by this company we reached out to booking.com to cancel our reservation and they wanted us to email for cancellations. We emailed and asked for a refund and they emailed 5 days later to tell us we were not to receive our refund because we didnt have a credit card. We are confused because we did everything right. The email they sent to us said that we failed to pick up the car or show up to pick up the car and we failed to provide a credit card thus we are not to receive a refund. We have called multiple times and they still want us to communicate through an email. All we want is our refund for the services that were denied to us.

  Business response

  12/06/2022

  Dear ***********************************, 
  
  We have received your Better Business Bureau-claim in good order. 
  
  Please be advised that we will be investigating the matter further, and will get back to you within 5-7 business days from the 6th December 2022. Communications will proceed through the relevant reservation.

• Initial Complaint

  11/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  What a nightmare!! I booked through Bookings.com 90 days ago (Sep 2022) and I am still 'fighting' to get my refund. Due to an issue at the hotel, the hotel granted me a full refund. Unfortunately, since I had booked through Bookings.com the funds were sent back to the sender: i.e. Bookings.com (within three days). Ever since, I have called Bookings.com multiple times trying to get the funds from Bookings.com. I received the run around each time, telling me to contact the hotel (again and again) which has washed its hands of me by now. Likewise, there is no such thing as having an issue escalated: I kindly asked to speak to a "supervisor" who it took 30 min to reach (on hold) and then I was told exactly what each other 'service' reps said which was that I should contact the hotel. Bookings.com totally absolves themselves of financial responsibility although they are the ones holding the refunded dollars at this time. After I left the 1st hotel, I used Bookings.com to make another reservation for the same time period at another hotel which worked out ok. But at this time, I have paid for two hotels for the same travel. Augh!

  Business response

  12/06/2022

  Dear *********************************, 
  
  We have received your Better Business Bureau-claim in good order. 
  
  Please be advised that we will be investigating the matter further, and will get back to you within **** business days from the 6th December 2022 . Communications will proceed through the relevant reservation.
  

• Initial Complaint

  11/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On November *****, 2022, a person booked for a stay at my apartment. While a guest at my apartment this guest: 1. Broke my vanity; 2. Stole all my tableware, paper supplies, hair dryer, and bed tray: 3. Covered up the smoke detector and smoked in a non-smoking unit; 4. Stole the key fobs; 5. Had at least 4 unathorized guests; and 6. Let an unauthorized animal in the apartment. I had to pay out of pocket to replace all these things. I submitted a claim to the platform insurance and I got the basic automated response from the insurance company as well as the platform. I had to file a police report because I fear for the safety of everyone in the apartment building now. The booking.com guest text me and frightenend my even more by offering to "meet me so we can settle things reasonably." I bear the weight of trying to get any money from the guest because the platform does not help you do this. This is the most horrific thing I have expereinced with platforms such as these. To allow guests to book that do these things. I have Ring video footage and pictures of how they trashed my apartment. I have screenshots from the guest conversation and the guest admitted to these things and I submitted them to booking.com and the platformi nsurance. They still allow the guest to book on the platform and I am just out of money and hopefully the guest will not return to the building and do bodily harm to anyone. All of their responses are automated. I found this out because they called my apartment a "hotel." I want it known how property owners are treated and how booking.com is not really on the side of the person that suffers loss, damage, and emotional anxiety. I also want a real response to my issue from a person and some sort of compensation because I lost more then the booking was for.

  Business response

  12/05/2022

  Dear business partner,

  Thank you for bringing this matter to our attention.Since the BBB is meant for complaints from customers to file complaints about a product or service they purchased, we are unable to discuss this matter on this platform.However, please rest assured that we have transferred your questions to our accommodation service department.For further assistance, please contact us via the Extranet.

  Kind regards, 
  
  --
  Devon 
  CS Senior Relations Specialist Helper
  Booking.com **************** Team

  Customer response

  12/06/2022

   
  Complaint: 18460820
  
  I am rejecting this response because:

  I see this as a way for the platform to not be fully transparent with people that list a property on the platform. I have reached out to customer service numerous times and I still want people considering listing their property to be aware of issues that will happen. Out thoughts are important as well as the guests. The platform is making money from all of us and they are providing a service to the public. Everyones voice matters!
  
  Sincerely,
  
  *****************************

  Business response

  01/17/2023

  Dear business partner,

  As stated in the previous reply, since the BBB is meant for complaints from customers to file complaints about a product or service they purchased, we are unable to discuss this matter on this platform. However, For further assistance, please contact us via the Extranet. You can also reach out to your account manager as well. 

  
  Kind regards, 
  
  --
  Devon 
  CS Senior Relations Specialist Helper
  Booking.com **************** Team

  Business response

  01/23/2023

  Dear Business Partner,

  As stated in the previous reply, since the BBB is meant for complaints from customers to file complaints about a product or service they purchased, we are unable to discuss this matter on this platform. However, For further assistance, please contact us via the Extranet. You can also reach out to your account manager as well. 
  
  Kind regards, 
  
  --
  Devon 
  CS Senior Relations Specialist Helper
  Booking.com **************** Team

  Customer response

  01/23/2023

   
  Complaint: 18460820
  
  I am rejecting this response because:

  This is a repetitive response. I stand by rejecting this. 
  
  Sincerely,
  
  *****************************

  Business response

  01/26/2023

  Dear Business Partner,

  
  As stated in the previous reply, please contact us via the extranet so we can properly assist or contact your account manager. 
  
  Kind regards, 
  
  --
  Devon 
  CS Senior Relations Specialist Helper
  Booking.com **************** Team

  Customer response

  01/31/2023

   
  Complaint: 18460820
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This May, my wife and I had an unpleasant stay at ***************************************, through a prepaid booking at Booking.com. So we requested a refund and the hotel agreed to a 100% refund for the first night and the second night for the inconvenience experienced. But I haven't received a refund from either the hotel or Booking.com, which was ridiculous. I also contacted Booking.com and they said they cannot proceed without receiving a written confirmation from the hotel and haven't addressed the issue since then. That's why I am contacting BBB for help.

  Business response

  12/09/2022

  Dear Customer,

  Thanks for contacting us, and we are sorry to hear about your experience.

  The property has indeed never replied to us with a written confirmation, but we have reviewed your case and the proof you have provided to us, and we confirm that on the 5th of December 2022, our finance department has proceeded to the refund of the amount agreed, and we have already informed you.

  Please bear in mind that it may take **** days to reflect to your account.

  We thank you again for your patience. 

  Kind regards,

  
  *************************
  Senior Relations Specialist 
  Booking.com **************** Team

• Initial Complaint

  11/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hi, I'm writing to you regarding a frustrating experience I had with customer service agents from **********************. I made a reservation at ******************* by Western ************* via booking.com (confirmation # ****.943.201) from 11/23 to 11/26/22. I was charged $817 for 3 nights for a room with 2 Queens through Booking.com. I noticed that the hotel offers much lower rates on their website for the same dates ($664 with military discount. $700 without discount). so I called booking.com asking for their price match program. The first agent I spoke to, ********, assured me that they will do the price match based on the military discounted rate listed on the hotel website. She asked me to provide the website link, screenshots of the price, and proof of military status so they can proceed with the price match. I emailed all the requested information and followed up again with second agent, ********, on phone. She found out hat I had a different room type selected (2 Queens vs 1 King) after she reviewed and confirmed that the hotel offers a lower rate. She then advised me to talk to the property directly and change the room type under my reservation so she can apply the price match for me. I followed her instruction, called and updated my room type directly with the hotel. However, my price match still got denied because: 1) I modified the reservation on another platform, 2) they won't match the discounted rate. I found it beyond frustrating and unacceptable. I've spent HOURS communicating back and forth with them and did everything they instructed me to do, which they used it as an excuse to deny the request. I wish this matter will be settled as everything that has transpired has caused a great deal of stress, frustration, and hassle on my part. I hope the company would provide proper training to their employees to ensure that the information they provided to the clients are aligned with company's requirement and avoid such incident from happening again.

  Business response

  12/04/2022

  Dear customer,
  
  We were sorry to hear about the issues you experienced with our We Price Match program and with our Customer Service.
  
  We reviewed your claim, and understand that you requested a refund of the rate difference between the rate booked ****** USD, and a lower rate found of ****** USD. Unfortunately we were not able to validate your refund request, as the We Price Match conditions state that the other offer has to be for the same property and accommodation type, needs to have the same check-in and check-out dates, and must have the same cancellation policy and conditions.
  
  In the case of your request, the conditions and cancellation policy of the rate found was non-refundable, while the rate booked had a flexible policy allowing a cancellation up to 16:00 one day before arrival.
  We also cannot honor personal discounts such as a Government or Military discounts, unfortunately.
  
  However, we understand that you made a room-type change in order to try to adequately match the alternative rate found. Because of our dedication to customer satisfaction, we would like to offer a refund of 77 USD to compensate for the inconvenience, corresponding to 50% of the rate difference claimed. Please note this offer is no admittance of liability but a goodwill gesture.
  
  We therefore await your agreement in order to process this refund.

  Kind regards,

  Booking.com

• Initial Complaint

  11/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Booked Hotel room with Booking.com, non-refundable room on 6/28/2022 for 8/11/22-8/15/22 total was $883.21 Called booking to see if we could change dates due to a death, they agreed and up charged us for the change to $1135.07 which was fine. We printed out that conformation for dates changed to 9/29/22-10/03/22. Called to confirm hotel on 09/27/22 and found out no reservations were there. I rebooked with the hotel directly, as we were leaving in a day. Called booking. com on 09/28/2022 to see what had happened and they said the reservation was there, but the hotel had no record of it. Spoke to ***** at Booking.com and he said the refund would be sent out they were waiting for the hotel to approve the refund. I waited a bit and no refund at all. As of 10/28/2022 no refund so I called the Hamton inn in ************************, spoke to ***************************** the ** of the hotel and he said he would send an email to them stating that the refund would happen. Then I called Booking.com spoke to ******, she said she spoke to the hotel ** and all was set for a refund of $923.47 they had to minus out the first night which i agreed to. As of this complaint no refund and it is 11/23/2022. I just want the refund of $923.47 that I was told I was getting.

  Business response

  12/08/2022

  Dear customer,
  
  We were sorry to hear about the issues you experienced with your reservation.
  We reviewed your claim, and see that the requested refund has not yet been processed because we have not received the written approval from the property. As this is an obligatory step, we cannot go forward without it unfortunately.
  
  We will therefore get in touch with them once more, and send you an update as soon as we receive their response.
  We will get back to you shortly.
  
  Kind regards,
  
  Booking.com

  Customer response

  12/08/2022

   
  Complaint: 18457168
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had wallet credits in the amount of $1,253.26 on September 12th. After this I never logged into my account until early November or late December. When I did, all my credits were gone. I called booking and they told my account was compromised and to provide bank statements to which I did. Many calls later they backtracked and said they don't find any suspicious and there's nothing they could do. When I asked what about my personal info that was exposed on your platform they then said "oh well" we will have to terminate this call! I'm requesting my credits/money back immediately! This company is filled with individuals with no character or skills!

  Business response

  11/28/2022

  Dear JaTacko Falls, 
  
  Regarding your Better Business Bureau-claim Complaint ID: ******** for your reservation at ******* Texan Resort and ****************** we advise you as follows:

  We move to reject this claim. There is something in your booking history which has prompted an invalidation. Because of this, we are not able to/authorized to honor this claim and provide a refund. This system is in place to ensure all our customers and hotel partners are protected. We wish we can dive deeper into the issue but we're afraid that due to the sensitivity and confidentiality of the information, we cannot elaborate any further.

  Kind regards, 
  
  --
  Devon 
  CS Senior Relations Specialist Helper
  Booking.com **************** Team
  

  Customer response

  11/30/2022

   
  Complaint: 18456090
  
  I am rejecting this response because:

  The problem has nothing to do with the booking. It has something to do with my account being compromised and credit taken withdrawn by an entity other than myself and booking.com. This is also on record and corroborated by multiple reps of the company. The client is still awaiting resolution and rectification promptly.
  
  Sincerely,
  
  Jatacko Falls

  Business response

  01/17/2023

  Dear JaTacko Falls, 
  
  Regarding your Better Business Bureau-claim Complaint ID: ******** for your reservation at ******* Texan Resort and ****************** we advise you as follows:

  
  We move to reject this claim. There is something in your booking history (your account) which has prompted an invalidation. Because of this, we are not able to/authorized to honor this claim and provide a refund. This system is in place to ensure all our customers and hotel partners are protected. We wish we can dive deeper into the issue but we're afraid that due to the sensitivity and confidentiality of the information, we cannot elaborate any further.

  
  Kind regards, 
  
  --
  Devon 
  CS Senior Relations Specialist Helper
  Booking.com **************** Team

  Customer response

  01/18/2023

   
  Complaint: 18456090
  
  I am rejecting this response because:

  Booking.com is elongating this process as they have identified and have said on record that my account was compromised and this issue would be solved. This is no excuse or relevance to the specific issue at hand. I push for this to be solved and for them to rectify this.
  
  Sincerely,
  
  Jatacko Falls

  Business response

  02/01/2023

  Dear JaTacko Falls, 
  
  Regarding your Better Business Bureau-claim Complaint ID: ******** for your reservation at ******* Texan Resort and ****************** we advise you as follows:
  
  We move to reject this claim. There is something in your booking history (your account) which has prompted an invalidation. Because of this, we are not able to/authorized to honor this claim and provide a refund. This system is in place to ensure all our customers and hotel partners are protected. We wish we can dive deeper into the issue but we're afraid that due to the sensitivity and confidentiality of the information, we cannot elaborate any further.
  
  Kind regards, 
  
  --
  Devon 
  CS Senior Relations Specialist
  Booking.com **************** Team

  Customer response

  02/01/2023

   
  Complaint: 18456090
  
  I am rejecting this response because:

  Your policy doesn't include hacked accounts to which my account was and money was withdrawn from it without my permission. You guys have acknowledged this via phone conversations and are to be held accountable by law. This is all documented. Stop prolonging this incident with late responses to deter me.

  
  Sincerely,
  
  Jatacko Falls

• Initial Complaint

  11/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i made a reservation through Booking.com that was cancelled and should have been refunded. I booked a stay at ********* for October *****, 2022 but we never stayed there.We arrived at the hotel on the evening of October 15, 2022 to check in and park our car which we thought would be a normal and easy process but then we found out there was no ******** for the hotel and no valet parking even, so we dropped our bags in the lobby and started driving around searching for parking. We drove around for an hour and a half at least trying to find parking and could not find one garage or spot to park even after using the hotels recommended garage and calling various others in the area. After an exhaustive search we returned to the hotel and said there is literally no garage that has overnight parking available so we told them we needed to go some place else to stay that had parking. *****, the manager of ********* said yes no problem just tell booking.com as soon as possible so they can get in touch with us (*********) so we can verify that we are allowing the refund. As soon as we left the hotel about 5 minutes later we contacted Booking.com and explained this whole situation and i've continued to explain it over and over to booking and have also emailed ********* repeatedly as well to explain the situation. ********* never responds and booking says that there is noithing that can be done because ********* never responds. i want a refund for this reservation. We never stayed at this hotel.

  Business response

  12/04/2022

  Dear customer,

  We were sorry to hear about the issues you experienced with your reservation.

  We have reviewed your claim, and we see that the property advertise with No parking available under the "Facilities" section, and they also sent you an automatic email after the reservation to inform you about the "House Rules" on which was written again that no parking or valet available, but an employee will give you directions to the garage nearby. 

  Please be informed that Booking.com provides an online platform through which the Service Provider can advertise, promote and sell their product and service. By using the platform to make a reservation, a guest enters into a direct contractual relationship with the Service Provider and from that point Booking.com will act solely as an intermediary between the guest and the Service Provider.

  Booking.com does not (re)sell, rent out, offer any (travel) product or service. The Service Provider offers the accommodation and remains at all times responsible and liable for the services therein. 

  Since you have asked then to cancel, and contacted us only 2 days after check-out, in an effort to find a solution, we contacted the Service Provider on your behalf requesting to waive the fees. This was not approved. You reservation had a cancellation policy, it was never cancelled, and the property has never approved to waive the fees.

  It is not possible to hold Booking.com liable for the services rendered by the accommodation. Once again, please note that Booking.com does not offer any product or service, and you entered into a direct legal relationship with the Service Provider. 

  Kind regards,

  
  *************************
  Senior Relations Specialist 
  Booking.com **************** Team

  
  

• Initial Complaint

  11/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a hotel reservation through bookings.com. Confirmation number **** **** **** **** 599. pin code ******. I cancelled the reservation due to covid. The hotel cancelled without a problem. booking.com has said they do not have a way to refund, giving at least 14 different reasons, even though they said they knew it was cancelled. There was a new reason with each call and each bookings.com representative. They could all see the hotel cancelled the reservation. They've told me, 1. The booking was sold to a travel agent in *****, 2. It was sold to expedia, 3. They needed to talk with the hotel (which they did), 4. They couldn't find the confirmation number, 5. They did cancel it and just need a confirmation for refund, etc. The incompetency the representatives have shown me, is scary. They appear to go through excessive measures to do this. I'm still in complete disbelief that they are even still in business. They agree my room was cancelled and that I should get a refund, but tell me they don't know how, is what it boils down to.

  Business response

  12/15/2022

  Dear customer,

  We were sorry to hear about the issues you experienced with your reservation.

  We reviewed your claim, and understand that you are requesting a refund for this Partner Offer reservation, stating that the property agreed to a free cancellation.

  Please note; your reservation is a Partner Offer rate, which means that this room has been obtained from sometimes multiple providers to guarantee the best prices.
  Unfortunately, this type of reservation only allows very limited customer service options due to the number of suppliers involved. Requests for cancellations are impossible regardless of the decision of the property in this regard.

  Therefore, we must decline your refund request unfortunately. To the extent the claim is considered valid, we kindly refer you to the Service Provider.

  Kind regards,

  Booking.com

  
  

• Initial Complaint

  11/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booked a hotel through third party booking.com in October 16th 2022 Forest stay at Holiday inn. Due to that being the wrong date the reservation was canceled Holiday inn refunded my money to booking.com booking.com now refuses to give me my money back I've called I've spoke to several individuals and supervisors they say that they're financed team is processing the payment it has been a month now and still no refund when I call they tell me the same thing it's being processed give them 7 to 10 business days 7 to 10 business days goes by still no refund

  Business response

  12/09/2022

  Dear Customer,

  Thanks for reaching us out.

  We are sorry to hear about your experience, due to delays occurred by many factors that could have not been foreseen. 

  We can now confirm that we have refunded you the amount through your Booking.com Wallet, and your funds are now available to be cashed out to any card of your choice, or be used for future bookings.

  Kind regards,

  
  *************************
  Senior Relations Specialist 
  Booking.com **************** Team

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩