Booking.com

As I have a business visit to Lefkosa (north side of Cyprus), I looked for a hotel in Centrum. I wrote Lefkosa for place and found a hotel, Cleopatra Hotel, in Booking.com. I booked this hotel via Booking.com. But when I came to Ercan airport / TRNC (Turkish Republic of North Cyprus), I realized that your hotel is in south side.

Because my citizenship is Turkish, it's forbidden to enter the south side. So the booking was cancelled, and I ended up being charged. This cost 123 euro. Because there was not written any warning, I kindly ask to remit this figure to my account.

I booked a room at Hotel Andrea in Florence for which there was a duplicate booking. I arrived in Hotel Andrea and they said they had no booking under my name. As it was low season there were plenty of rooms available and we stayed the two nights we had booked. I settled my bill before leaving. Later on they still charged my credit card for "no show, no cancellation." I am very much dissatisfied of their arrogant reply when I contacted them by email, telling me I should be happy to have a room without reservation!

Hi, I made a booking last August 29, 2011 for August 8, 2012 to August 16, 2012 with 3 rooms in Makkah Al Massa Hotel and a second booking for Medina. I advised my parents that I will be taking them. Since I made the booking, the hotel room price has increased by 5 times. It feels good that it pays to make an early booking. On Sunday, I received an email saying that the credit card used has expired. On Monday, I updated and received an email from booking.com that an update took place. A few hours later, I received exactly the same email as per Sunday that the card expired. I contact my bank who advises the new card is active.

Today, I received an email that the booking has been cancelled because the hotel did not accept new details. I responded within a minute that I did changed details and also willing to pay for complete bookings. They advised that the property is sold out. C'mon guys, I booked early and I committed taking my parents, bought tickets and now we can't go.

Please help, I am willing to spend money so someone else can't go through want I'm going through. They need to honor booking please.

On the second booking, nothing is being asked about credit card, booking is still intact, price is still similar but they stole my rooms. What do I do?

Dear Gemma of Newcastle upon Tyne, thank you for your review. We are very sorry to hear of the problems you have experienced with this reservation. If you would like some more help please contact our Customer Care team by viewing our contact details on our website. Please remember to mention your post on Consumeraffairs when you contact us. Kind regards, Your Booking.com Team.

I booked a hotel in London for two nights. I emailed Booking.com a short while after as I decided I didn't want to stay at the hotel. Recently, I received an email for a No Show. They're saying as I didn't show up at the hotel, they would take the full payment for one night's stay at the hotel which would be $142. I emailed Booking.com and examined and they informed me they received no email and would be taking the payment.

I asked them didn't they have a record and they replied I should have received a confirmation cancellation email. When I explained I didn't, they said I had no proof to say I cancelled. I replied that in that case they had no proof to say I didn't either. Basically, they have taken my money from my bank which I can't afford and think this is unfair as I followed the correct procedure! They are total crooks and are probably getting away with this with many other customers.

Hi Dmitry of Limassol, we are very sorry to hear this and would like to get to the bottom of this. Please help us help you by contacting our customer care team through our website. Don't forget to mention your post on Consumeraffairs.com Thank you! Kind regards, Your Booking.com Team

Don't trust all the information listed on Booking.com about the hotels, amenities, and room features. I fell victim to wrong information on room facilities in one of the hotels that I booked through Booking.com. The price I paid was a total ripoff compared to the facilities that were actually in the room vs. what was listed on Booking.com when I reported this to Booking.com. I was asked to wait for 7 days in order for them to resolve the matter with the hotel. After 7 days, I got another email asking for few more days while Booking.com was "actively working towards a suitable situation".

After 5 days, I had to write back again asking for status. What I received in return was a lame apology and a standard statement that it was not Booking.com responsibility at all since the hotel was solely responsible for the information listed on Booking.com. This is height of not professional on part of Booking.com, totally misleading and can be termed as an out right attempt to cheat the customers. When I pointed out the difference in their statements that suddenly from looking for a suitable solution to completely washing away the responsibility. I am now facing a total silence from Booking.com.

To make matters even worse, the room facilities for the same room type at the same hotel are still showing incorrectly, which makes booking.com now party to intentionally misleading its clients as they now know there is a problem with the information, yet they have done nothing to correct the situation. Add to this, I wrote a review about the hotel stating the real issues. This review of mine is not visible to the people visiting the said hotel details. I have written 2 days ago on their page on Facebook and since then I am still hearing vague terms as them getting back to me "shortly" and "asap". They have partially corrected the hotel room information but they seem to be totally bent upon insulting me while keeping me waiting for 18 days with nothing concrete to answer. Booking.com should be taken to task to the highest authority.

I have booked two hotels by using the website booking.com. After 2 days, I have cancel the reservation because I found more attractive offer again in booking.com. The cancellation of booked hotels was free of charge. After two months, when I have been resting in hotel, I have received the message from booking.com that I have to pay fee for not appearing in the hotel that I have cancelled 2 months ago. All explanations about that something wrong with their website didn't succeed. I will never use booking.com again.

I have had two problems with Booking.com. I booked a hotel in Paris and latter found that I would not need it. I was unable to cancel on the Booking.com website and called the hotel and emailed the hotel directly. The hotel didn't respond and I ended up being charged. This cost 270 euros. My most recent experience was at the Sheraton at the Toronto Airport for a one night booking for January 15. I booked in November 2011 and was immediately charged. And on January 10, 2012, I was charged again. We have contacted the hotel but as yet have no response. I will no longer be using this service. I had a problem with Expedia in 2009. My advice is to book directly only with reputable hotels.

Fraud/Bad Customer Service.

Me and my husband booked a hotel room on Friday, November 18th for December 26th-28th with Booking.com to be staying at the Ravel hotel in NYC. As usual when booking a hotel online, we inserted our credit card details and received a confirmation email saying that the total amount (including taxes) was US$ 338.30. Approximately ten minutes later, we realized that US$ 452.24 was taken from our account by the Hotel Ravel itself. We called the hotel straight away and the guy at the reception told us that his colleague had taken the wrong amount accidentally and that they were going to refund that immediately.

Well, for our surprise, two days later, on Sunday, the amount was not given back yet. So we called back the hotel and spoke to this guy called Malvin. He told us he knew about the problem and that he had to speak to his manager the day after (today) because he were not allowed to do the refund. Today we found again that nothing has been done yet, so we called them again. Now they say it is a Booking.com mistake. I called Booking.com and they say it is the hotel mistake. So, we actually have our money (113.94) held with the hotel and none of them take the responsibility for that. Booking.com says they need 21 days to understand whether there is something to be done (no guaranteed) and literally hung up on me. The hotel says they are not giving the money back!

I made a hotel reservation for 'The Bauhinia Hotel' via booking.com in mid-Oct this year for 4th - 7th Nov '11. I read from the terms & conditions that cancellation is possible. Around 30 mins after I've made this booking, I found another hotel that offered a better deal on booking.com. Hence, I canceled the booking for Bauhinia Hotel and rebooked another hotel. All these transactions are via the same credit card. There was a web cancellation confirmation page that said my booking had been canceled.

I was notified by booking.com that I had a no show at The Bauhinia Hotel and the hotel will require me to pay a no show fee for that. A check of my credit card records showed that the hotel had charged the no show fee on the 5th Nov'11. I requested booking.com to trace back their electronic transactions but was told the booking was active in their system, and I had to pay the no show fee.

We are very sorry to hear this and would like to get to the bottom of this. Please help us help you by contacting our customer care team through our website. Don't forget to mention your post on Consumeraffairs.com Thank you! Kind regards, Your Booking.com Team

I had to cancel reservations that I had made with Booking.com at the Blue Bay Hotel in Netanya, Israel. I e-mailed Booking.com on their website that we would not be going to Netanya and to cancel our reservations. We also called the Blue Bay Hotel and verbally cancelled the reservation just to be sure that the reservation was cancelled.

I was charged $1,032, as Booking.com only cancelled part of my reservation. They obviously did not read in my request on their website to cancel the reservation, as we would not be staying in Netanya. The other part of the reservation was in the name of my twelve year old daughter, as we needed a room for our children. Booking.com did not even read the reason for our cancellation! Otherwise, they would have known to cancel the children's room as well. When I called Booking.com about this, I could not understand the English of the person I was speaking to, as they farm out customer service to a third world country.

I demanded to speak to this person's boss and ended up speaking to her "manager." I told him, that obviously, if we were cancelling the reservation for our room, then also the children's reservation should have been cancelled. If a human being had actually read our explanation of the cancellation, then our entire reservation should have been cancelled. I then told this "manager" that we even called the Blue Bay Hotel in Netanya four times until we finally found a person in to cancel our reservations, just to make sure that our reservation was cancelled. The "manager" then called the Blue Bay while I was holding on the line and he said, "Yes, they did find a note cancelling the reservation." But obviously, nothing was done about it.

I have already contacted my attorney and plan on suing both Booking.com, which is a scam, and the Blue Bay Hotel in Netanya for the $1,032 which was stolen from my bank account. I have been making reservations in hotels all over the world for the past forty years and have never had such an awful experience. Do not use Booking.com, as it is a scam!

I made my booking for "non-refundable" deals to Hotel Y Boulevard, Amsterdam for November 4 to November 7, 2011 on October 24. I read the message shown on the screen as follows: "We guarantee the booking is safe. When you book with us, your details are protected by a secure connection. Your privacy is protected. Your details will only be used to guarantee your booking. No booking fees. You only pay the hotel. Booking.com will never charge your credit card. Best Price Guarantee. Found your room online at a lower price? We'll match it."

I proceeded with my booking for "non-refundable" deals without reading further the terms and conditions. I wasn't aware that the hotel had charged the full rate to my credit card at the same time after I submitted my credit card details. A day later, I was told that my trip was cancelled due to some discrepancy in my travel documents. I informed Booking.com immediately, and was told that the said hotel had charged, and no cancellation was allowed. I started to seek with both Booking.com and Hotel Y Boulevard for a better solution as my trip was cancelled, and it seems that I can't travel for the time being. I was very disappointed that both parties turned down my request.

So once again, I ran through the booking steps carefully, and found that they do state that "Your credit card is needed because it will guarantee your booking. Budget Hotel Y Boulevard may charge your credit card once you confirm your booking." I am not an English-ed Asian, and my understanding of the above statement is that the credit card details were needed to secure my booking, and no payment will be made. I offered to the hotel by paying a sum of penalty charges instead of full rates, but it was turned down. 375 (euros) is a big amount to me, and I feel really helpless now. Please advise on what can I do now.

I booked a hotel at the Sheraton Milan Malpensa Airport on June 17, 2011 for Sunday, October 9, 2011 with booking.com. It was charged on my credit card at the time of the booking, something I was not aware of. When we got to Italy, I called the hotel to confirm and was told we were not scheduled for my booking date on October 9, 2011. So I re-booked it with the hotel, which did not charge my credit card until we checked out.

When I noticed that booking.com had the wrong date and they had already charged my credit card in June, I saw the money was forfeited as a no show. I believe this was a fraudulent transaction.

I had sent feedback about the hotel I booked after we stayed, booking.com sent me an email:

"I can see that when you booked this reservation on the 19th of June you did request a room with twin beds as you would be sharing with a friend and from your comments you were supplied a double bed despite your request, I do feel that the M Hotel did not quite honor your booking as you did not receive the exact room you required. The hotel in this sense should of done more to assist you in this issue.

With everything in mind I would like to offer you a 50% refund as a goodwill gesture considering you are a regular user of booking.com and your custom is important to us as well as your enjoyment when using our service."

They asked me to send in some info so I sent all the information they needed for many times, I sent them email many times. There was no reply at all. They didn't even bother to deal with me.

I made a reservation for a hotel in Bangkok and found out that the price offered by the hotel's site is cheaper than what I had via Booking.com. I contacted Booking.com as I assumed that they shall be offering the "Best Price Guaranteed." The customer service replied that they will contact the hotel and it ended up as I expected. They told me that they couldn't lower the price because of the terms and conditions, that I have to file a complaint within 24 hours. Do not trust this site and nothing much can be done even if you are not happy once you have the deal. The customer service will tell you a lot of ** and the purpose is just to enforce you to accept it.

Zero stars. My experience started off bad. First, the company booked me at a hotel that did not offer 24-hour front desk service, so the hotel was closed when I arrived. Then I asked booking.com to contact the Holiday Inn for me to see if they could get a better rate on the room. The customer service did get the room for $88.00 but charged my credit card $107.00. When I got my statement, I contacted booking.com and they basically outright lied and did not honor the discounted rate. Bad service.

The hotel is advertised as a "luxury" and is just "across the street from the beach." There was also a picture of a beautiful beach on the website. But when we got there, it is not across the street! It is a rundown, dumpy, dirty, little hotel on a very busy street. When we saw that they had lied and the website is false, we refused the room. Now, they want to charge us claiming that we violated the cancellation policy. We left and now they want us to pay.

We have made a hotel booking through booking.com at Hotel Okura in Amsterdam.

This booking was made along with many other bookings for my recent Europe trip. I had to cancel this booking and replace it with another hotel because of change in my visa dates and Hotel Okura was not available on those dates. To my surprise, while I was in Amsterdam, I got a mail that I have been charged by Hotel Okura for one night for Euro 167, which is towards no-show. When I called booking.com, they simply took no responsibility and just forwarded me the hotel details to speak with. They told me that I have rebooked this hotel on the same dates again, which I never did and booking.com has not been able to provide me any proof of the booking also.

Well even if they provide, I have no mail so far and I am 100% sure that I have not made any rebooking on the same hotel for the same dates because my date of travel to Amsterdam were already changed.

They advertise hotels on their web site at 2-3x the cost that one can obtain by contacting the hotel directly. Basically fraud. I was trying to book a hotel in Medellin Colombia. Booking.com advertised the room for $220. The hotel's own site advertises for $80!

i booked a hotel throw booking .com , booking .com showed me a hotel in web page deferent than what i saw in that country , i select 4 satar hotel , but that hotel is not even 1 star , i paid money for 4 star , but i got room 0 star so , i cancel the reservation which was free cancelation but the charje me for cancelation, i need my money back from booking .com

I had been using Booking.com since 2008 and felt comfortable about giving my credit card details to them. However, I realized that this was a mistake as they just pass my credit card details to the hotel and feel no responsibility about it; they don't care if the hotel charges me for nothing as its happened in my case.

I cancelled my reservation for The BW Sheldon Park Hotel timely due to a personal circumstances, it was an early cancellation and it was clearly stated that I would not be charged for this cancellation. When I cancelled by following the link, a screen came up clearly stating that my reservation had been cancelled. When I have written to BW Sheldon Hotel to ask for a refund, they replied asking me to contact my original booker.

All my negotiations with the Booking.com was useless, as they were intentionally confusing me and giving misleading information about the hotel policies. I am truly disappointed and I wonder if I could claim their action as a fraud as I am suffering monetary loss. It's unethical aggressive business and I lose 50 euro and trust.

I made a hotel reservation with Booking.com at Hawthorn Suites by Wyndham, 7601 Canada Ave., Orlando, FL on September 12, 2010 and cancelled the same day. I received on October 13 an e-mail stating I was charged a no-show cancellation fee. I contacted both Booking.com and the hotel directly (by phone) and was told there was nothing they could do. I surely wouldn't throw away $100. This put a real damper on a fun vacation with my grandkids. I lost $100.

I understand what people wrote here but I think many of them don't know how Booking.com works so I decided to write here the experience (as a Hotel manager) I have with them. I'm a Hotel manager and in fact I have this concern with the all the confirmation faxes I have at my reception with all credit card details of my customers that came via Booking.com. Booking.com sends us all credit card details from the client - we need to have them to charge the guest for a possible no show for example, but I wonder if this if safe at all (and unfortunately I know it's not).

The credit card data is printed and in the end becomes available to everybody at the hotel reception. One risk is for example an employee with "bad intentions" can just steal this data to buy online, for example, and how can I control this? At our hotel we are very careful with this but can Booking.com assure that all hotels will have a good behavior and will keep the clients credit card data secured? I think that for them is just impossible. And the truth is that also for us is very difficult because we risk that someday, someone from of our staff steals this data from our guests that booked on this website and I wonder if this will be our fault? This is something that worries me for a long time but nothing changed from Booking.com side in this regard.

I booked a hotel in Rome using ****. I received an email from them stating that the credit card we provided was invalid. And if we did not provide another credit card within 24 hours, our booking will be cancelled. I phoned to inform them that I would not be providing another credit card as my husband is now in hospital in Sorrento, Italy with heart problems and looks like we won't be able to make it to Rome for our stay.

They informed me that it would be alright as the hotel had informed them that the credit card did not work. I then rang the hotel, spoke to a lady and explained the situation. She also said that this was alright. When we returned to Australia, our credit card had been charged for 252.00 Euros. We phoned **** on 4 different occasions and received the run around on all occasions. They told us on several occasions that they had contacted the hotel and they told us that their notes show that a phone call had been made to my husband. This phone call never occurred. The notes placed on their system were a total fabrication.

We are totally frustrated and even if we cannot get our entitled refund, we would like to make these people accountable for their appalling actions. To us, they are no better than thieves. The only difference is we know their identity. Imagine my husband, a 60-year old man recovering from a serious heart condition, our holiday already being ruined and then coming home to find the money stolen from our credit card and the people supposed to be responsible are taking absolutely no responsibility whatsoever.

I made a booking with booking.com online and so this lovely apartment. Apparently, the website is misleading you. It is run by the UN but it is not. Anyhow, we checked-in on Sept. 3 and was going to 7 nights. The kitchenware was incomplete. No knives, or plates. Broken rice cooker. We couldn't have a shower the first night because it would get flooded. So I had to remove the sieve from the drain. Below the bathroom sink, there were cleaning products for the maid and also in the closet, they kept all cleaning equipment in it. I complained to UN and booking.com but nothing was done. So I told booking.com that I was going to move out on Tues Sept. 7 2010. They charged a lot to stay when there were no maid. It was a total of $936. I think that is rip-off. I would like to get a refund.

I booked a hotel in Geneva, Switzerland with them. They were not able to contact the hotel to get information about the hotel. I asked them to cancel it. They did not. They billed me for the hotel and claim that since the hotel will not negotiate a refund, it is not their responsibility. I have never heard of anything like this. I had to pay the charge for the hotel as they had already billed my credit card and the credit card company disputed it but booking.com will not take responsibility. I do not mind being contacted by an attorney if the call is of no cost to me.

I booked with Booking.com (reservation #**). I took an airplane, paid a cab fare just to find out that the hotel did not honor Booking.com's confirmation number. The manager told me that they didn't do the reservation and it was not their problem if Booking.com gave a fake reservation. I lost my time money. I tried calling their costumer service for any compensation and she said "sorry, too bad for your experience". That's all. So anyone reading this, don't ever use them or Priceline.com. They are the same company.

I lost $67.00 in cab fare, another $27.00 finding another hotel in a cab on my own, ruined my weekend due to the fact that I had to stay super far from my family and friends and paid $15.00 back and forth to the hotel. Not to mention, the new hotel ripped me with their last minute rate. I wish someone from the BBB can do something with this third world service they are doing in America while taking people's credit cards info. Who knows where they fall under? I canceled my CC and ordered another one just in case Booking.com sells your info to a scammer.

I booked a room using my American Express credit card as it was one of the payment options on booking.com website, a middleman company between hotels and customers. I also got a confirmation that I booked a room for a total cost of US$ 872.00 at Royal Suites. The 14.75% Tax was not included in the price, which was puzzling to me since I wasn't aware that it's possible to separate price and taxes when a room is already booked even though the credit card is not charged yet.

Right after I saw an email with a reservation confirmed from booking.com, I got another email from the hotel itself that stated they don't accept American Express and I have to provide either Visa / Master Card. I was alarmed by their demand for another credit card to be provided since they already had my American Express and would call their action as an attempt to unlawful collection of private and financial information by website, considering that the original website booking.com that confirmed my reservation had American Express as one of the valid payment options and accepted a credit card and then a different organization (Royal Suites) states they require another credit card.

I feel that it is an abuse of my rights as a customer and the companies are using unlawful consumer practices and I'd like to place a complaint about it. Since I refused to provide a different credit card out of concern for the safety of my financial information, I asked that those two parties (booking.com and Royal Suites) involved settle the issue between themselves. I also stated that I want to use the credit card I already provided since it's suspicious to accept a credit card by one website and to see right away another email from a different Web site that represent that particular hotel itself that they don't work with AmEx.

So why would first website provide only options of credit cards, which are accepted by the place people book their reservations? Also, I offered to booking.com I could send my check which will be cashed 7 days in advance to the reservation date to settle the issue. However, booking.com didn't want to deal with me, sending me all the time to the hotel itself and that hotel canceled my reservation since they wanted one of two mention credit cards (Visa or Master card).

I don't think I have to deal with hotel (Royal Suites) at all if I booked my reservation on a different site (booking.com) even though they don't charge anything. I'm asking to consider my complaint. My credit card information was stolen the way two web sites work and my consumer rights were abused. Finally they canceled my reservation using their rule that if I don't provide a different credit card in 24 hours, my reservation becomes canceled.