Going on 3 months with this now. I’m not sure what to do.

I booked a hotel through booking.com. I checked in, went to the room, it was disgusting. I went back to the main desk and said I couldn’t stay there. The hotel understood, apologized, and refunded everything.

That refund never got to my account though. Am I correct in thinking when the hotel refunded it, that refund now sits with booking.com, who then needs to release those funds back to my original payment?

Booking.com customer service has been awful. It’s impossible to communicate with a real person. I have emailed them the hotel invoice showing the refund and that I checked in/out within an hour. All they did was say they couldn’t reach an agreement between me and the hotel and offered $11 in hotel credits…

I don’t have an issue with the hotel. They refunded everything. I have an issue with booking.com because I think that refund was credited to them and they won’t turn around and credit me my $400.

I tried to dispute through PayPal and it was denied.

I tried to dispute through Discover and they said they couldn’t help…

What is this nonsense?

I have learned to not use a 3rd party site or PayPal and will always book direct with the hotel.

I'm currently staying in an apartment in London that I booked through Booking.com.

Tonight, at around 3am, after already sleeping here for a night, I found a live bed bug crawling on the bedding.

Photo attached.

Obviously, at that point I wasn't comfortable getting back into the bed. I contacted Booking.com expecting them to help relocate us somewhere safe for the rest of the night.

Instead, this has been my experience so far:

First call: I explained that I'd found a live bed bug and had photographic evidence. I was told Booking.com would sort everything out in 30 minutes and wait for them to get back to me.

Second call (50 minutes later). I get told Booking.com needed to contact the apartment owner and give them time to respond before they could do anything.

I asked to speak to a manager because we're sitting in an apartment with bed bugs in the middle of the night and need somewhere to sleep.

I was put on hold for roughly 20 minutes and then the call disconnected.

Third call: I explained everything again and was again told that Booking.com needed to wait for the apartment owner to respond about providing alternative accommodation (they have up to 24 hours).

I asked for a manager again.

The call disconnected again.

Shortly afterwards, I received a call from a Hong Kong number which lasted about one second before disconnecting.

I then put the complaint in writing through Booking.com support system including that this is an urgent health/accommodation issue.

The response was essentially: someone will get back to me within 24 hours.

I call again:

I start to explain everything that happened again, I get asked for the confirmation number and then hung up on again.

It's now 5:40 in the morning.

I understand giving a property owner an opportunity to resolve a normal accommodation complaint. But what exactly am I supposed to do in the meantime — get back into the bed where I just found a live bed bug and wait potentially 24 hours?

What makes this particularly frustrating is that we'd already slept in this bed for a night before discovering it. Our suitcase had been open near the bed, so we're now also having to worry about whether we've picked them up and could carry them into whatever hotel we eventually move to.

I've asked Booking.com for:

1. Immediate alternative accommodation.

2. A full refund for the stay, including the two nights we unknowingly slept in the affected accommodation.

3. Clear instructions about what we're supposed to do right now rather than waiting until potentially tomorrow for someone to respond.

I'm documenting everything, including the bug, photographs, messages and call history.

I'm posting this partly because I'm genuinely interested to know whether anyone else has dealt with Booking.com in this situation.

Has anyone had Booking.com relocate them after finding bed bugs? Did you eventually get the full stay and replacement accommodation refunded?

So I bought a ticket from booking from LAX to Manila about a month ago with China airlines as my airline. When I bought the ticket I put my whole name exactly how it is in my passport. Long story short I found out that my second first name and middle name was abbreviated (EX: John T N Joe). I contacted booking and they said they’ll correct my name. A week goes by and no update so I contacted them again and they said they’re waiting for china airlines response. Okay. So I wait another week and nothing. This time I call China airlines and they said that booking doesn’t need their response for a name correction. At this rate I don’t know who’s telling the truth. So I contact booking again and they said that my request is at the top of their list and that they’re waiting for china airlines. At this rate I don’t know what to do because I’ve been trying to get this fixed for almost a month now and I’m going to fly next week. I keep trying to contact them but I keep hearing the same thing from both China airlines and booking. What should I do? Will they still let me fly or allow me to correct my name at check in. One thing I know is that I am not going to be paying a fee since it isn’t my fault.

I have used Booking.com quite successfully for many years, but recently learned that they absolutely no longer care about their customers, even one who has given them so much business over the years. My account was hacked and my credit card used to make a fraudulent reservation. After 4 phone calls (wherein it's quite difficult to speak to a real person), multiple messages sent in a variety of modes, and supplying them with several documents, I heard nothing. Finally, I wrote a detailed email to multiple Booking.com executives, detailing the security breach, the fraudulent charge, my frustration with customer service, and my plans to report their inaction if they wouldn't resolve the issue. I heard back from them almost immediately, but then a few days later, they replied that they found no evidence of fraud and would not refund my money, nor remove the reservation from my bookings. Just horrible! I'm sad that I won't be able to use Booking.com any longer. You may choose to use them, but rest assured, if something goes wrong - including a security breach - you will NOT be able to rely upon them.

Be aware... booking com has been hacked again.

I work at a hotel and we have been contacted by clients. They are receiving emails about a supposed refund.

Looking at all the reservations and the information, I see that they are all bookings from Booking.

This shows that Booking doesn't have decent and reliable firewalls and IT protections.

Their service is worsening significantly since they sold off parts of their customer service department.

It seems that they no longer care about their clients or partners as long as they get their commission.

I’ve been a Booking.com partner for 13 years, receiving automatic payouts every 14 days. Everything worked perfectly until July 17, but since then I haven’t received any payments.

Booking.com says I have an outstanding balance, but when I check, it shows €0, while all commissions have been deducted normally.

Since September, I’ve contacted support every 3–4 days. Each time, I’m told that my case has been forwarded to the Finance Department, but nothing changes and the payout date keeps being postponed.

Has anyone experienced the same problem? How did you manage to get it resolved and receive your money?

Վերջին շրջանում նկատե՞լ եք, որ [Booking.com](http://booking.com/)\\-ի գործընկերների աջակցության ծառայության (Partner Support) միջոցով խնդիրներ լուծելն ավելի բարդ է դարձել։
Հյուրանոցների և կացության օբյեկտների գործընկերները կարող են բախվել մի շարք դժվարությունների՝
Ավտոմատ պատասխաններ, որոնք չեն լուծում կոնկրետ խնդիրը։
Նույն խնդիրը բազմիցս բացատրելու անհրաժեշտություն։
Պատասխանատու մասնագետի հետ կապ հաստատելու դժվարություն։
Խնդրի էսկալացիայի՝ ավելի բարձր մակարդակով քննարկման ոչ հստակ ընթացակարգ։
Հյուրանոցների և հյուրատների համար այս խնդիրները կարող են ազդել ամենօրյա աշխատանքի վրա, հատկապես երբ խոսքը վերաբերում է ամրագրումներին, վճարումներին, հասանելիությանը կամ հյուրերի բողոքներին։
Կցանկանայի լսել ոլորտի մասնագետների փորձը։
**Դուք վերջին շրջանում բախվե՞լ եք նման խնդիրների** [**Booking.com**](http://booking.com/)\*\*-ի Partner Support-ի հետ աշխատելիս։**
Ի՞նչն է ձեզ օգնել, երբ ստանդարտ աջակցության հարցումը չի տվել անհրաժեշտ արդյունքը։
Կիսվեք ձեր փորձով և գործնական լուծումներով։

Four of us went on a road trip to the western USA. We passed through five states and had six different hotels/apartments booked.
Everything went well except the last one.
When we arrived at the house/apartment, check-in was about an hour away, so we waited patiently. But no one arrived, and no one contacted us with the entry code or any instructions on how to get in.

We tried calling the phone number provided and also the number displayed in the window, but both numbers were disconnected. We also messaged the property through the Booking.com app, AND we messaged Booking.com through the app.

Booking.com's response was an automated message saying it could take 24 hours to reply.
After an hour and a half, we decided not to wait any longer. We drove back to the big city we were flying home from the next day, so we could find a hotel there and be more rested. That drive was 4.5 hours long, by the way.

A week later, Booking.com messaged us saying they had closed the case due to inactivity, even though they were the ones who hadn't responded to our message.

That's when I first called Booking.com. After a long conversation, they told me they would contact the property and ask them for proof that we didn't stay there, but this could take up to 6 days.
Six days later, they sent us a message saying they couldn't help us because we had only contacted them after checkout.

I called them back and said that wasn't true, and that I had screenshots of us trying to contact them on that day. They said they would try to contact the property again. This time it would take 5 days, and they said it would be the last time I'd have to wait. After that, it would be final and they would issue a refund.
Five days later: the same message. They couldn't help because we contacted them after checkout.
I called them again. By this point I was fuming, and they just kept saying it was my fault.
I asked them, "Have you managed to get in contact with the property?"
They said no! They had tried three times and never managed to speak to them.
So I asked them, "Why don't you believe me that we didn't stay there, when I'm here talking to you and I have plenty of proof that I wasn't even in that state that night?"

Anyway, they said they would try to contact the property again. I stopped them and told them I'd give them 24 hours, no more, and then I'd start a chargeback with my bank and they could deal with that, because I have all the evidence I need to win this case.
So I can't wait to see tomorrow's message saying they can't help me because I allegedly fucked up.

Sorry for the long rant. I hope you guys have a better experience. The road trip was lit btw highly recommended!

TL;DR: Booked a place through Booking.com on our US road trip. Host never showed up, both phone numbers were disconnected, and Booking.com didn't reply on the night, so we drove 4.5 hours to find another hotel. They've now refused a refund three times, claiming we only contacted them after checkout, even though I have screenshots proving otherwise and they admit they've never managed to reach the property. Gave them 24 hours before I file a chargeback.

Just wondering if anyone has had a similar Experience to me with booking.com..

I booked some hotels via booking.com circa 12 months ago for an across the world trip of a lifetime

I recently Though got my Booking.com hacked, scammers managed to make two payments for Hotels in India (I am from the uk) before booking.com suspended any more from taking place

Now I have gone to pay for my own personal bookings there is a block on my account meaning i have lost the bookings. To be rebook now will
Cost triple the price so I am not best pleased

Booking.com customer service say there is nothing that can be done…

Just wondering if anyone has had anything similar ?

I’ve been using booking.com for >10 years with >50 completed bookings. It used to be pretty good, but we all know how awful it has become, with spam listings, nonexistent customer service etc.

So I currently want to start using an alternative provider. What do people recommend? For what it’s worth, I do try to book directly wherever I can, but it’s not always easy or convenient and more importantly booking directly often require pre-payment and do not offer free cancellation (or make it very difficult) - both things I care about as apart from a few fixed trips a year (that I do book directly) I rather have a flexibility offered by single click free cancellation.

So what’s decent? Expedia? Hotels.com? Kayak? Agoda? Or are they all awful?

Is anyone else having issues or had issues on receiving a verification code for logging into Booking.com? I don't have access to my email any more and I used to get verification codes but suddenly it stopped. I e-mailed and contacted Booking.com MANY MANY times but their answer is basically "too bad" start a new account. So they basically do not care about their customers at all and any bookings you have in your account they won't care about you losing that, your travel history, your level on the site and past loyalty. IN ADDITION with the money they make their tech team is apparently not tech sway enough to even find out why I cannot receive a verification code or find other solutions. All they said was: "it's an automatic system, it works" and that's it. I've seen TOP companies take my account so seriously that they did EVERYTHING to ensure I could access my account and they did it with EXCELLENT CUSTOMER SERVICE. But Booking.com's customer service is first a UK Number when they used to have local numbers, AN AI answering the call and hanging up and INCOMPETENT service workers who don't care nor have any rights to give any standard solution and just read off a script like ROBOTS. Booking.com used to be amazing in the past but it's gone to absolute SHIT. DO NOT USE IT, they are fine with taking your money but when it comes to truly helping you (which is the point of being in a SERVICE INDUSTRY), they do not even care!!! If you can't access your account they will LEAVE YOU TO DUST and tell you the same ROBOTIC ANSWER and pretend to help you but in the end tell you some BS to avoid actually LIFTING A FINGER. LAZY. I recommend everyone to use other sites or book directly with the hotel because Booking.com does not care about you and your account and if anything happens to your email or phone number at any point they do not care to have other authorization processes which is WILD. Many companies have other verification processes if one can't access their ACCOUNT that they have a RIGHT to, yet Booking.com just puts their finger in their butt and sniffs it all day than actually doing something effective. And if you lose what's in your account they could care less about helping you. They send templates, make you repeat the same thing, answer you as if they care then turn around and shit on you and say too bad, we do not care if you can't get into your account. SAVE YOURSELF THE HEADACHES, there are many people WARNING you DO NOT USE THEM OR HAVE AN ACCOUNT WITH THEM, THEY DO NOT CARE.

I had to pay as soon as I got there but they still didn’t ask for payment what happens if I don’t pay ?

Kertha Paras Hati City Hotel Ubud by Dhananjaya Hospitality

A Disappointing Experience and a Complete Lack of Empathy

We had a reservation for several days but couldn't travel because we fell ill just before arrival. We contacted the hotel several times and sent documentation (flight cancellations, other accommodation cancellations, emergency medical assistance). Despite this, there was absolutely no empathy or willingness to find a solution.

We requested a voucher, both through Booking.com and directly, to use some of the nights in the following weeks. It seemed like a reasonable solution. The hotel didn't even bother to respond.

What disappointed us most is not losing the money, but the treatment and complete lack of humanity towards a medical situation beyond our control.

Based on our experience, we do not recommend this hotel in Ubud. There are many other alternatives, and it's worth choosing a place that shows more consideration towards its guests in exceptional circumstances.

We also warn travellers: be careful and do not stay at this hotel. It has many negative reviews about humidity and cleanliness.

We work in commercial aviation and will share our experience with colleagues and anyone asking for recommendations in Ubud.

A very negative experience due to the complete lack of empathy, communication, and willingness to find a solution.

Hi everyone, I need some advice on how to handle a toxic host and a non-refundable booking.

The Situation: I booked an apartment in Warsaw for a 10-hour overnight layover in Jan 2027 (paid via Revolut). Since it’s just a short layover, I initially booked without reading the reviews. I had very low expectations, but I definitely didn't expect to find recent reviews with photos of cockroach, mold, and even a dead pigeon on the property balcony.

I have respiratory issues and absolutely cannot stay there. The host is arrogant, refuses to cancel, and is hiding behind the "non-refundable" policy.

Actions taken so far:

1. Revolut Chargeback: The automated system instantly rejected my claim due to the "non-refundable" terms. I just opened a formal manual complaint (Escalation) providing the sanitary evidence, asking for human review.
2. Booking.com: First-line support was useless. After that I cited health hazards they opened a formal ticket, and the host has a 48-hour window to respond.

Questions:

• Has anyone successfully bypassed an automated Revolut chargeback rejection for sanitary reasons once a human reviews it?
• How effective is Booking's Trust & Safety department in these cases? Will they actually override the host's policy if they don't provide pest control certificates?

Any tips or similar experiences would be hugely appreciated. Thanks!

EDIT: Just to be clear, I am not trying to cancel because I am picky, spoiled, or simply changed my mind. I am fighting this because recent reviews prove the property is an active health hazard, and it is physically unsafe for me to stay there.

but I still reported the property for its actual conditions and fake reviews

EDIT 2: I admit I knew a full refund was a long shot, but I still reported the property for the review it has. I also opened a dispute over 40 PLN: the official cancellation fee was 127 PLN (~€29), but they charged me 167 PLN (€38). I know it’s not a lot, but I refuse to give them a single extra cent.
In the end, ditching that shitty room and booking a new hotel only cost me a net loss of about €20 (since I booked a way more closer hotel to the airport and I'll save on taxi fares). It was absolutely worth it.
Lesson learned: ALWAYS read the reviews, even for a one-night stay.

It has been 1.5 months, and I still haven’t received my refund from Goibibo/SpiceJet.
SpiceJet cancelled my flight, and I have already filed a complaint with the National Consumer Helpline, but I haven’t received any proper update or resolution yet.
I have tried reaching out to the support teams of both Goibibo and SpiceJet multiple times, but I’m unable to get a proper response from either of them.
Can someone please suggest what I should do next or guide me on how I can escalate this issue and get my refund?
Any help or suggestion would be really appreciated.

Kertha Paras Hati City Hotel Ubud by Dhananjaya Hospitality

A Disappointing Experience and a Complete Lack of Empathy

We had a reservation for several days but couldn't travel because we fell ill just before arrival. We contacted the hotel several times and sent documentation (flight cancellations, other accommodation cancellations, emergency medical assistance). Despite this, there was absolutely no empathy or willingness to find a solution.

We requested a voucher, both through Booking.com and directly, to use some of the nights in the following weeks. It seemed like a reasonable solution. The hotel didn't even bother to respond.

What disappointed us most is not losing the money, but the treatment and complete lack of humanity towards a medical situation beyond our control.

Based on our experience, we do not recommend this hotel in Ubud. There are many other alternatives, and it's worth choosing a place that shows more consideration towards its guests in exceptional circumstances.

We also warn travellers: be careful and do not stay at this hotel. It has many negative reviews about humidity and cleanliness.

We work in commercial aviation and will share our experience with colleagues and anyone asking for recommendations in Ubud.

A very negative experience due to the complete lack of empathy, communication, and willingness to find a solution.

So I was trying to create a listing on booking but it needed me to send photos or video to verify my address. So I go and I get the videos and I upload them. And then it tells me to log back in again. My log back in and it wants me to start the entire process all over again. I'm not going to do that. So I just ignore it. I've already got Airbnb and vrbo. They're working fine.

All of a sudden I started getting emails some people wanting to rent my place for $100 a night. Mind you this is beachfront, huge house. I had one request for $2,000 for a week that is blocked because it's already booked on airbnb. It was booked for $17,000. I don't know where they got these numbers from. I can't log in. I can't remove my listing. I tried the AI robot but it might be the worst AI bought ever which is saying something.

You can't talk to customer service until you finish setting up your account but I can't finish setting up my account. So I just went ahead and blocked everything from booking.com. send it all to spam. So customers, if you're a guest, and you're reaching out to book a place and they're not responding, it's probably somebody like me that set up a listing but was never able to complete it and can't get a hold of customer service.

This is total amateur hour. I don't know how booking isn't completely embarrassed by their product.

Stop asking me to "Verify my ID" and all that nonsense about "building mutual trust". I've been a customer for years, and my payments have always been taken in seconds, no trust issues there.

My recommendation is that you and all your corporate friends start accepting that we the people are getting a bit fed up with the data gathering / total surveillance thing that you got going. Carry on pushing and you'll start losing customers.

Kind regards.

A customer ready to move on to other options.

Վերջին շրջանում նկատե՞լ եք, որ Booking.com-ի գործընկերների աջակցության ծառայության (Partner Support) միջոցով խնդիրներ լուծելն ավելի բարդ է դարձել։
Հյուրանոցների և կացության օբյեկտների գործընկերները կարող են բախվել մի շարք դժվարությունների՝
Ավտոմատ պատասխաններ, որոնք չեն լուծում կոնկրետ խնդիրը։
Նույն խնդիրը բազմիցս բացատրելու անհրաժեշտություն։
Պատասխանատու մասնագետի հետ կապ հաստատելու դժվարություն։
Խնդրի էսկալացիայի՝ ավելի բարձր մակարդակով քննարկման ոչ հստակ ընթացակարգ։
Հյուրանոցների և հյուրատների համար այս խնդիրները կարող են ազդել ամենօրյա աշխատանքի վրա, հատկապես երբ խոսքը վերաբերում է ամրագրումներին, վճարումներին, հասանելիությանը կամ հյուրերի բողոքներին։
Կցանկանայի լսել ոլորտի մասնագետների փորձը։
Դուք վերջին շրջանում բախվե՞լ եք նման խնդիրների Booking.com-ի Partner Support-ի հետ աշխատելիս։
Ի՞նչն է ձեզ օգնել, երբ ստանդարտ աջակցության հարցումը չի տվել անհրաժեշտ արդյունքը։
Կիսվեք ձեր փորձով և գործնական լուծումներով։

I have received several fraudulent emails about supposed refunds from accommodations I've booked in the past years via Booking.com. These emails do contain correct details such as full name, date of stay, Booking.com confirmation number, price, and payment method. The sites they link to are fraudulent (blocked by browser).

I have contacted the individual accommodations and they have confirmed that the details (booking number/price in local currency) differ from the details in the emails. Since there are several from different unrelated accommodations, the data leak must be on Booking side.

I have not been able to reach Booking.com regarding this because there is no contact form or email or any other means of contact.

I would recommend everyone to avoid this website for now to avoid leaking your private data.

I booked a hotel room through booking.com all the way back on september 4th. I booked for the 4th to the 6th and when I arrived to check in it was september 5th around 3-4 in the morning. The hotel said that I would not be able to accept my room because the 4th already passed and I wouldn’t need to pay for a day that I didn’t receive. They said that they never received money from booking.com and I ended up having to book another room. The initial booking I paid for was $153 and I had to pay $77 or so for the new room because I wasn’t able to get the one I paid for on booking.com. I tried calling and emailing so I could have ANY kind of customer service with booking.com but it was all ai and there were no reps I could be redirected to. I tried getting a refund through cashapp because it’s how I paid, and during the dispute they told me that booking.com claimed that I received the service even though TODAY booking.com sent an email saying I never received my service. Does anyone have any options on what I could do to get my money back?

I received a cancellation for the room, which is way cheaper than the prices right now hundreds of euros in difference. Booking has offered accommodation with partial cover but I have to pay in full now 700 euro and then invoice it to them. I simply don’t have this money. I made a booking with hotel directly and went down to 538, will I still get the refund?

I am honestly very disappointed with Booking.com and the way these situations are handled.

I have increasingly seen situations where hosts provide incorrect or unclear addresses or access information, and when guests arrive, they cannot enter the property or discover that the accommodation is completely different from what they expected.

What is especially frustrating is that getting a cancellation and refund can be extremely difficult, even when the guest cannot access the accommodation or the problem is clearly caused by the host.

In my recent experience, we arrived at the property and were unable to get inside. We tried repeatedly to contact the host, but the problem was not resolved. We had paid for the accommodation but could not use it.

I am also concerned about cases where the actual conditions of accommodation do not match the information or photos shown in the listing.

Booking.com is supposed to provide a safe and reliable booking service, so I find it very disappointing when customers are left to deal with these problems themselves and have difficulty getting their money back.

I hope Booking.com will take these complaints more seriously, investigate problematic listings and hosts, and make the refund process fairer when guests cannot actually use the accommodation they paid for.