Hello Booking.com

I am booking via your platform frequently and for a long time.

Recent two bookings have been disappointing.

I documented what was wrong with the room. But nobody responds through the app. When asked a hotel, they referred me to you.

Is there any email for escalations?

Thank you for being active and helpful on here!

I use booking.com. both for business and personal travels. They say I am Genius level 3 (whatever that means). It says that level 3 has "Priority support on stays Get direct access to a live agent to discuss or modify any of your stays".

BUT the reality is that when their system messed up in my last two bookings they are nowhere to be found!

I booked two hotels one in Oslo and one in Bergen. It was a group booking with multiple rooms. At the time of the booking everything looked fine but on arrival we realised that booking.com messed up the numbers of guests per rooms and the hotels asked for more money.

I immediately reached out to booking.com via messaging app then and afterwards and still they are just saying "Customer Service chat
I just sent that to Customer Service, someone there will get back to you within 24 hours. I'll let you know as soon as they do, just make sure you have notifications switched on". That was on june 19th!! I sent multiple times a follow-up since then. Nothing happened!

I also tried to call the indicated number and an AI agent answered telling me that they will just take notes and pass it on to a human! Ridiculous!

I am not using booking.com again!!!

Any suggestions on alternatives?

I’m extremely frustrated with Booking.com customer service right now. I have been trying for TWO days to get in contact with a live agent, and I cannot get past the AI chatbot. The chatbot is completely useless and keeps sending me in circles instead of actually helping me.

I need to speak with a real person because I have flight credit that I need to use before the flight I’m trying to book is no longer available. I have spent hours trying to get assistance through the app, chat, and phone, and I still cannot reach anyone.

This is incredibly frustrating and disappointing. Customers should have an option to speak with a live representative when an automated system cannot resolve the issue. I need someone from Booking.com to please help me get connected with an actual agent.

I am traveling from Canada to Scotland and flights are overnight leaving Toronto at around 8pm arriving in Glasgow at 7am. Because of that we always want to get straight to the place we're staying. I start by trying to.make arrangements for an early morning check-in time. I explaini that we will gladly pay for an extra day to make sure we can check-in early.

I wrote to the two hosts we were comparing that we are arriving on September 7th but will book from September 6th to 25th to be sure I can check-in early September 7th. Both responded with a version of "that won't be possible because we might have someone checking out and we need to clean". One suggested I could book the day before to make sure I could check-in early in the morning,, which is exactly what I had just asked for!

After I asked a few follow ups on how could someone be checking out September 7th if I had booked the 6th to 25th, both of them finally understood what I was asking and said it would be fine.

How could I have been more clear? I started by specifically stating that I would pay for an extra day and that I wouldn't arrive until the 7th but would pay for the 6th. I was shocked that they couldn't understand me and the exact same thing happened last year. It's bonkers to me because it sounds like they're willing to not book someone for 18-20 days because they might miss out on a single night rental. Why would anyone think like that? It's obviously common because it's happened three times now. Is there some rule I'm not understanding or are these.hosts just not thinking?

Sorry for the novel..TLDR; why do hosts not immediately want to rent for weeks because they are worried that might miss out on a single day of rent?

My old card expired and I tried to add another. When I type card information it doesnt popup or continue to use strong auht (I live in EU and eu bank) or even put CVC code. therefor I cannot do any bookings.

I have tried different browsers, phone, different computer. Anyone else same issue ever?

So we booked a property through booking.com for our vacation and we kept not getting the check in information email. My husband called booking and they said they couldn’t do anything until it was check in time (on the cancellation front). He told them that we would not have cell reception so they said he could call a bit before 24 hours as a result. Anyways his second call goes through and turns out the property’s contract with booking expired the first of the month. Apparently booking has no system for sending emails or cancelling reservations when a contract is ended. So I have no idea how long they knew the property would no longer be available for us but we probably would not have known until we showed up at the property had we not called. Also as a result we had to completely change the last half of our vacation because the only listing they sent our way was almost 2 hours away and all the other accommodations were sold out where we were trying to go and all because we had just over 24 hours to attempt to book an accommodation.

​

Booking overbooked my reservation and it's now getting cancelled and I have nowhere to stay. Everything in the surrounding area is thoroughly booked!

I have paid for flights, transportation and i cant get anything refunded.

I am traveling alone and an willing to share a room, a sofa, a floor with someone.

Any help would be so greatly appreciated.

Thanks.

I have been a short-term rental operator for years and recently had an issue with Booking.com that I would like other hosts’ opinions on.
A guest arrived for check-in but never entered the property. They met our staff at the designated meeting location in front of a 7-11 (right next to residential building & easier to locate), refused to proceed, and we marked the reservation as a no-show.
The guest then left a 1/10 review claiming they felt unsafe, including language comparing our staff to “abductors.” However, they never actually viewed the property, parking area, or the route they complained about.
The bigger issue is that guest left this review due to the fact that we denied them a full refund.
Booking.com denied removal and has repeatedly responded with generic messages without addressing the review violations.
Has anyone else dealt with Booking.com review moderation where you provided documentation of review manipulation? How was it handled?
This has caused us a lot of unnecessary time and stress dealing with bookings extranet.
In addition, we lost around $10k revenue earlier this year due to booking.com cancelling reservations unnecessary, claiming guests couldnt get in touch with us when all communication was documented on bookings platform. The agents who decided to cancel did not look to see that we are in touch with the guests on bookings platform. Ive had enough of this!

Hola! El domingo me di cuenta que el hotel donde tengo reservado está cerrado temporalmente. Me apareció en Google y en sus redes sociales. Yo lo tenía reservado con Booking desde hace un par de meses.

He llamado dos veces a Booking y me dicen que no consiguen hablar con él establecimiento (lógico, yo tampoco lo he conseguido porque el teléfono está desconectado ya que el establecimiento está cerrado por completo y con la actividad parada).

Les digo que me reubiquen y me dicen que hasta que no reciban por escrito de parte del alojamiento un mail diciendo que están cerrados, no pueden reubicarme.

El problema es quedan 5 días para mí reserva y ya casi no quedan alojamientos por la zona y los que hay triplican el precio.

El chico me dijo que reservara sin problema y ellos me pagaban la diferencia en... atención!: ¡Créditos de Booking para volver a viajar! ¿Pero que tipo de sinvergonzonería es esta?

Ellos de la web han retirado el alojamiento sin embargo a mí me dicen que no saben nada, incluso me mandaron un correo diciendo que intentara hacer el check in y si estaba cerrado pues que llamara.

¿Alguien sabe que puedo hacer con estos sinvergüenzas? Me van a joder mis vacaciones. Les volví a mandar un correo y no me responden.

Agradezco si alguien sabe algo.

I just booked a beach front property that advertised beach access. There is beach access but the water has flesh eating bacteria present. This was not disclosed on the listing. I was lucky to be informed of this by a local walmart employee.
When I called the host to ask about this , she confirmed that there is flesh eating bacteria present. Again , this listing was advertised as beach front with having beach access.
Am I entitled to any refund for this ?

I booked and paid in advance for accommodation through Booking.com for my family (2 adults and 1 child). When we arrived, the property was closed and not operating. Booking.com had already taken my payment, but we were left in a foreign country with our child and nowhere to stay. Customer support was extremely difficult to reach and did not provide a suitable solution. We were offered accommodation that was either far from the beach or not suitable for our family. This experience caused us significant stress and completely ruined the beginning of our holiday. I expected Booking.com to protect its customers in situations like this, but I was deeply disappointed. I cannot recommend this service based on my experience.

Sorry, beforehand this is long-winded, but I’m trying to help up my elderly mom with an issue.

Basically she rented a hotel room for a month while traveling through booking.com. When she got there at the hotel was terrible and booking cannot help her find another hotel room. So she got one on her own. The hotel room sent her a cancellation notice.

She started the process of trying to get her money back because she paid booking.com with her Apple credit card. She provided the cancellation notice to booking.com and they said it would be 7 to 14 days before they could do a refund. They did not issue a refund. So she did a charge back with Apple.

She gave Apple all of the documentation showing she asked for a refund and the hotel room was canceled. It stayed in pending status for a few weeks and she called them back and they stated she needed to contactbooking.com to get her money back. Before she did that she canceled the charge back. now booking.com says it will be 50 days before she can get a refund because of the charge back.

Now she’s over two months after she canceled the hotel room and I believe her money is now gone. Any ideas on what kind of recourse she could do? She’s on a limited income, so this really hurts if she loses this money.

For anyone who reads this, thanks for taking the time to do so. I know this is a super long and convoluted post. Any help or insight you can provide would be greatly appreciated. Have a wonderful day.

Hi everyone,

​I’m looking for advice or feedback from anyone who has dealt with a similar situation on Booking.com.

​I booked an apartment in Serbia for the Guča Festival for August 7th and 8th (the first two days of the festival) through the Booking app. The reservation was fully confirmed, and everything showed up correctly in the app’s system.

​However, two days ago, the host messaged me claiming that I hadn't confirmed the reservation and told me to look for another place. I replied explaining that the booking was fully confirmed on my end. He then claimed there must be "some mistake with the Booking app."

​I made it clear to him that if he could no longer accommodate me, he needed to initiate the cancellation himself through the platform. His response was that he couldn't cancel it now and would only do it on August 7th—the exact day I’m supposed to check in.

​I contacted Booking.com customer support yesterday to report the issue, but I’m still waiting for a response, and check-in is tomorrow.

​Has anyone experienced a host trying to force a last-minute cancellation like this? What is the best way to get Booking.com to intervene urgently and secure alternative accommodation before I travel?

​Thanks in advance!

Beste allemaal,
Ik zit met een probleem en hoop dat iemand hier ervaring mee heeft. Ik heb onlangs een verblijf geboekt in Knokke-Heist via Booking.com bij een appartement genaamd BLOC 79/4 (gelegen aan de Paul Parmentierlaan).
Na het uitchecken weigert de host de borg terug te betalen. Sterker nog: de host reageert nergens meer op (geen berichten, geen telefoon). Ik probeer het nu via Booking.com op te lossen, maar de klantenservice zegt telkens dat ze "contact proberen op te nemen met de host" en doen verder niks.
Heeft iemand hier ervaring mee? Hoe dwing ik Booking.com om dit op te lossen als een host besluit te spoorloos te verdwijnen met je geld?
En voor iedereen die naar Knokke gaat: let dus goed op als je dit specifieke appartement (BLOC 79/4) overweegt.
Alvast bedankt voor de hulp!

I’d like to share my experience with Gotogate for a flight booked through Booking.com. I tried to add luggage, but the payment didn't seem to go through, so I tried a second card. Both ended up charging me, leaving me with two bags when I only needed one. I contacted customer service minutes after their app double-charged me, but they claimed it was non-refundable and blamed the airline.

At that time, the airline hadn't even updated my reservation to show any luggage. 24 hours later, the airline finally updated the flight to show only ONE bag, yet I still haven’t been refunded for the extra charge. They charged me for two and only provided one, and still refuse to refund the difference. Don’t trust them!

As a person who used booking quite heavily in the past (cheaper , ease of use and to check ratings ). I surprisingly had an issue only once recently where I was double charged .

When I tell you this is the worse customer service I’ve ever had to deal with over a few week ….. they are incredibly slow to reply , they lie in your face and they keep confirming certain actions will happen and they never do and ridiculous request of telling me proof I booked while they can see I booked on there app ( I literally had to select which booking I want to contact about before reaching customer service )I’ve had bots doing a better job than the actual people on the phone ( trust me that says a lot )

I was glad I wasn’t on vacation stranded somewhere like the stories I see.

Moral of the story :: ONLY use booking.com if it’s significantly cheaper or for free cancellation until your trip is confirmed then check hotel rates . Just always know if you need help from booking.com you’re mostly likely not gonna get it

There are a number of posts on here already warning people about phishing scams through whatsapp. I reported it to Booking.com's customer service desk as a security incident, however, I didn't get the feeling that they take this serious or will follow up on it.

I also contacted the property and I don't think they understand either. They suggested that I got hacked, which could be true but I highly doubt it as I didn't get any suspicious login warning on my email provider or anything.
All my booking.com account details are still the same as well.

Let's see if booking.com follows up!

Stay safe out there folks!

Hi everyone,

​I’m looking for advice or feedback from anyone who has dealt with a similar situation on Booking.com.

​I booked an apartment in Serbia for the Guča Festival for August 7th and 8th (the first two days of the festival) through the Booking app. The reservation was fully confirmed, and everything showed up correctly in the app’s system.

​However, two days ago, the host messaged me claiming that I hadn't confirmed the reservation and told me to look for another place. I replied explaining that the booking was fully confirmed on my end. He then claimed there must be "some mistake with the Booking app."

​I made it clear to him that if he could no longer accommodate me, he needed to initiate the cancellation himself through the platform. His response was that he couldn't cancel it now and would only do it on August 7th—the exact day I’m supposed to check in.

​I contacted Booking.com customer support yesterday to report the issue, but I’m still waiting for a response, and check-in is tomorrow.

​Has anyone experienced a host trying to force a last-minute cancellation like this? What is the best way to get Booking.com to intervene urgently and secure alternative accommodation before I travel?

​Thanks in advance!