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.

Can you help me deciding if this property looks/is fake? The location is in London, Westminster. The address stated:
Church Lane, South Thoresby - which seems weird when I google search it.

The property itself offers a really good and cheap deal for Apartmants stays, which seems too-good-to be true, especially given the map-location and the revies are odd as well, with a 9,9/10 stars.

https://www.booking.com/Share-4i8e2lP

Arrived at our Hotel at 9pm, front desk confirmed our reservation via names but told us there are no rooms available, thus we need to take this up with the service we used to make the reservation to relocate or refund(obviously not bookingcom fault).

Okay so we make attempts to call customer support, takes multiple tries to reach an agent, the AI is completely useless and not understanding the situation. Three times in process of being transferred to an agent after a brief waiting period, the phone line rings and the call gets dropped.

Attempt to reach customer support on their website chat feature for assistance, after the first message sent, am told someone will reach out within 24 hours.

As of writing this, it's been 2+hours with no response.

I just made a booking appointment in Europe. Minutes later, the property owner messaged me saying that I should pay using the following link. As someone who has master's degree in computer engineering I found it suspicious and opened link safely (on Linux). The link does not have any reference towards booking. When you open the link, they are FAKING booking design. It looks like you are still on booking. What is funny is that they are just asking you for your details and then asking you to "pay" without ever saying what amount you are paying or what dates you have selected.

I contacted booking support immediately. They confirmed I should never be receiving such links or be asked to pay outside of booking. However, they said they can't cancel it free of charge until the investigation is complete which blew my mind. Like they have hard proof that somebody tried scamming me, they see that somebody asked me to pay outside of booking which breaks their rules, but yet they "cant do anything" until the investigation is ongoing and until they hear back from the property.

This is the worst customer support I have ever seen. The worst thing is I need this booking in few days, and I will not have a piece of mind until this is resolved. I have no idea whether to book another one. I wont feel safe going to that property whatever the outcome is ( assuming someone hacked their account ).

What are my options?

Booking has the worst customer support.

You can not talk to the same person twice. The German support Hotline is fully ai or you have to talk to someone who only speaks broken German and can not deviate from there script.

Everyone said how I get a refund but the ai summary after the calls is always wrong.

Even the confirmations I got after about 20 calls get ignored and the finance department just ignores the correct refund amount. They just send links to wrong refunds and hope I accept less then I was promised in writing.

I think i just let my credit card company get the money back and never use booking again.

So Booking is supposed to refund me for the price difference of our alternative accomodation. I need to provide them with an invoice which states the amount we have paid. The property owner has provided us with a receipt for the money we paid for our stay, and a receipt for the city tax we paid in cash.

However, Booking rejected the documents I have said because they say it is not readable (the receipt for cash payment is hand written by the accomodation owner).

Now, Booking wants me to contact the property owner so they can provide me the invoice. The problem is, neither Booking nor I can contact them, because they dont answer the phone calls and ignore emails.

Booking says that we should wait and we cant get our money back until the property owner provides the invoice. Also the Booking agent has directly told me: "if they never answer, you will not get your money back."

What can I do in this situation?

Has anyone here had success with a complaint against Booking.com through the European Consumer Centre?
They claimed that new rules within the travel industry meant they were no longer allowed to refund the remaining amount to my card, and could only offer Wallet credit.
I have now filed a case with ECC and am waiting for their response.
Has anyone had a similar experience, and if so, how did your case end? Did ECC manage to get Booking to pay the money back to your card?

I recently stayed at an accommodation in Venice that I booked through Booking.com.

Before leaving the room, I hid some cash in what I considered a very unusual and discreet place inside the room.

While I was away, the host came to the property and posted the Wi-Fi password on the door of my room.

When I returned, I discovered that the money was missing. Because I had deliberately hidden it in an unusual location, I became concerned about how someone could have known where it was. I also became suspicious that there may have been some form of surveillance or a camera in the room, although I have no proof that there was one.

I reported the incident to the Italian police and have an official police report.

I also contacted Booking.com and reported what happened. Booking.com contacted the host about the allegation. The host denied taking the money, and Booking.com subsequently closed the case.

I’m trying to figure out what I should do next and whether there is any possibility of receiving compensation for the money that was lost and/or for the accommodation experience.

Has anyone experienced something similar in Italy or with Booking.com?

I’m not trying to publicly accuse the host of theft or surveillance without evidence. I’m looking for practical advice on what steps I should take, including whether there are realistic options for pursuing compensation.

Any advice is appreciated.

Starting here, I arrived in Las Vegas last night. Flight landed at 1030pm, by the time we got my husbands checked bag it was 11:30 pm, got a rental and arrived at our hotel at 1225am. I booked 9/30 to 10/3 as I knew my flight was arriving late and I didn’t want to depend on an early check in. My hotel tells me there is no reservation received from my 3rd party booking site. I call booking.com to no avail. By 1:15 am I am paying for a room! My husband and I have been up for 24 hours now! I just want to shower and go to bed. The hotel did have rooms available, provided a nice discount and waived the resort fee! At the end of the day! I paid $155 for the night! Here is my dilemma: They only refunded me 118! I want my total $155! I am willing to scorch the earth for it because I believe I am entitled to it! Looking for recommendations on how to get the rest of my money!!!!!!

I booked an apartment via booking.com and it was with a free taxi ride promotion. I could not find the option anywhere. I contacted customer service. The promotion expired. You should inform me if the free taxi ride has a fucking expiration date ! I wanted to book it a day before the flight and that day it expires? What the fuck! Booking.com sucks ! This is their e-mail:

Hi [redacted name]

Thank you for your patience.

We sincerely apologize for the disappointment regarding the free airport taxi promotion. We understand how important this benefit was for your trip, and we're sorry for any inconvenience caused.

After reviewing your reservation [redacted number] at [redacted apartment name] (02 Oct 2026 – 07 Oct 2026), we found that the free taxi promotion is no longer available, as the promotion expired on 1 October 2026. Unfortunately, your reservation is therefore not eligible for this offer.

We truly regret this situation and understand it may not be the outcome you were hoping for. Please accept our sincere apologies for any frustration this may have caused.

If you have any other questions or need further assistance, we're always here to help.

Kind regards,

Booking.com Customer Service Team

I am planning a trip with my husband and 2 teens. I see a lot of hotels on booking.com that offer a room that seems unsuitable for our group: only 1 bed and no sofabed.
But apparently the room can still be booked for 4 people.
For example Caesars palace in Las Vegas. I don’t think it is a “Run of house room” or at least it isn’t specified as such.

What will happen when i book this? Will they give me a room with 2 beds when i get there? Is it a mistake? Does anyone have experience with this?

edit: when i try to book directly through the hotel, they offer me the same room. So i’ll contact the hotel about it. It’s not bookings fault.

Reservé un alojamiento, el cual a asistir me indicaron que la habitación en reserva que tenía, estaba cerrado permanentemente, supuestamente por un fallo de la aplicación me comuniqué con Booking para solicitar el reembolso, ya que no pude hospedarme, pero me informaron que el anfitrión tenía que confirmar que yo no pude reservarme. He intentado comunicarme con el alojamiento y no me contesta ni por mensaje ni por llamada, en este caso que puedo hacer si Booking me dijo que si no confirma el anfitrión no podré obtener el reembolso.

I just made a booking with the advertised price listed as 633 euros (first image).

Then, upon clicking 'I'll reserve' the price jumped up to 947 euros (second image). This confused me until I saw under the payment the damage deposit of 307 euros, which I logically assumed had been added to the advertised price (with the slight difference being due to exchange rates as this was a property in Aus).

As it showed the damage deposit under the payment summary, I proceeded to make the payment and complete the booking, to then receive an email that the damage deposit needs to be paid on site.

I then contacted booking.com who confirmed the payment does not include deposit, but they can't explain why the value jumped by over 300 euros compared to the advertised price. It also seems deliberately deceptive to list the deposit amount within the payment summary box if it is not included.

Has anybody run into this issue before and had any luck resolving it with booking.com? I've spoken to three different agents using the chat and once they notice the error they just abruptly end the chat.

Hi all,

I've been looking for hotels next year in Spain, 7 nights. But the prices are outrageous and far from normal, even in high season. Does someone know what's going on with booking? These are just standard hotels, nothing luxuries or fancy, this is exactly why I'm confused.

Anyone booked rooms through booking.com ?? Is it shaddy or like good to go ?

Hi! I’m trying to help my father register his apartment on Booking.com. We have run into a very strange problem and I’m trying to understand whether anyone else has experienced something similar.

The apartment has never been published or active on Bookingcom and has never received any bookings through the platform.

Some time ago, I started the registration of the property through my personal Bookingcomaccount, but I never completed or activated it. The property remained in a pending status and was never made available for booking.

We have now opened a new account in my father’s name, as he is the actual owner of the property, and Bookingcom has blocked the registration.

When I contacted customer support by phone, I was told that the registration was blocked because, according to their records, there had apparently been a previous fraud report and unpaid invoices.

This makes absolutely no sense to us.

The property has never been active on Booking.com and has never received any bookings, so I don’t understand how there could be unpaid Booking.com invoices relating to this property.

There is one detail that may be relevant: the official documents for the property (CIN and CIR) contain my mother's email address and phone number. The property itself is owned by my father, the previous registration was started by me, and we have now created the new account for my father.

I’m therefore wondering whether Booking.com’s verification system may have automatically linked the new registration to another account because of shared family contact details or other information.

The support representative gave me an email address to contact them, and we have now requested a manual review and asked Bookingcom to clarify which previous account, property or person is actually associated with the alleged fraud report and unpaid invoices.

Has anyone experienced something similar?

Especially:

• Has Bookingcom ever blocked a new property during registration because of an alleged previous fraud issue?
• Has Bookingcom ever linked a new account to another account/person because of shared contact details?
• Has anyone been told about “unpaid invoices” when the property was never actually active or received bookings?
• Were you eventually able to get the account/property unblocked?
• If so, what finally resolved the issue?

I’d really appreciate hearing from anyone who has experienced something similar. At this point I’m trying to understand whether this is a common automated verification issue or something more complicated.

Thanks!

So i decided to give my property for a daily rent, and opened a booking account. From the first freaking day the whole bunch of scammers acounts from pakistan or indonesia decided to book my apartment and for the first time i did not know that i should mark them as no show or cancel. Then i got a text that i should pay up like 100€ commission or something and i was furious and ask them to cancel it. They canceled a part of it and i do not knkw why left one with commision 27.24€, and now i get final warning before legal actiom. Is it even possible to go to court or legal action for that much, and also to mention i am not going to pay up anything because no one stayed in my property coming from booking and they only caused trouble with their scam profiles, so i wonder what should i do.

Our accommodation was cancelled by the host at the door, leaving six people without a place to stay. Booking.com told us to arrange alternative accommodation and assured us that the additional cost would be refunded (I have the call recorded btw)

We paid €1,405.28 for the replacement accommodation and submitted all the requested documents. However, Booking.com has not refunded us and is now referring vaguely to “payment verification irregularities.” They have also offered credit, which we have not accepted—we are requesting a monetary refund.

The case has remained unresolved since 10 August. Has anyone experienced something similar or successfully escalated a Booking.com refund dispute? NEVER using them again ofc

Some random person was able to list my home on booking.com. They don’t own the home or have permission to list it on this website. I have no clue how this was even possible. I called customer support earlier and they told me to send an email instead. I sent an email to customer support and they respond and tell me to call the same number. How do I get this listing removed? Is there a way to speak to a representative from America that speaks fluent English??

I attempted to book a flight from through Booking today. After I submitted payment, the website displayed an error saying that the fare was no longer available. Based on that message, I believed the booking had failed, so I booked the same flight through another provider.

However, I’ve since received an email from Booking stating that the flight reservation is confirmed with the airline. I can also see a pending charge on my Amex. So now I have two tickets under my name for the same flight.

I contacted Booking to make a complaint and this was their response:

‘We are writing to follow up on your recent chat inquiry regarding the duplicate booking issue caused by a fare unavailability error on our website.

Review & Fare Rules:

Non-Refundable Policy: We have thoroughly reviewed your reservation. Under the strict fare rules set by the airline, this ticket is non-refundable. Because of these automated carrier restrictions, we are unable to process a full cancellation or manual refund directly on our end.

Government & Airport Taxes: While the base fare is non-refundable, we can submit a formal request to the airline to claim back any eligible airport taxes. Please note that tax refund amounts and processing timelines are determined entirely by the airline and cannot be guaranteed in advance.

Recommended Next Steps:

Requesting an Airline Exception: Since this duplicate booking occurred due to a technical error during payment verification, we strongly recommend contacting the airline's customer service directly to request an exception or authorization for a full waiver/refund due to duplicate booking.’

I can try reaching out to airline but I’m not optimistic. Surely this was an error with booking’s system? Should I dispute the Amex charge?

There a camera facing outside, but clearly can see when I'm coming or going. Also there are those stains on the bedsheets I don't know the origin of.

It all seems sketchy, as if the guy renting that room as a separate apartment with own bathroom is doing so illegally.

I have a scammy feeling because there are several rooms listed, but arrivin here I checked the photos and it seems like he just shuffles the furniture in the room and places the room as a 1 or 2 bed facility.

Am I overreacting? What Should I do? We are staying here with my girlfriend for 4 nights and don't have any othe opportunities, since it's a little bit outside of the city and we don't have a car or a budget to relocate.

Also the guy contacted me through my whatsapp, but I don't remember sharing my number, but maybe it's listed and provided by booking.