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Complaint Reservation and Request Refund
I am writing to complaint regarding my recent reservation at Luxury Central London Flats, Best Location in Town (Address: 99 Morning Lane, E9 6ND, UK).
Below are the details of my booking:
Confirmation Number: 4830.784.391
PIN Code: 4313
Check-in Date: 17 February
Check-out Date: 19 February
Prior to my check-in, the accommodation representative contacted me via WhatsApp and requested that I send them my ID number and passport details by taking a photo and sharing it with them. They informed me that they would only allow access to the property if I provided these details via WhatsApp. I told them when I reached the property I will show my Passport, but they told me to cancel reservation. I have all the conversations and voice recordings as proof.
I refused to share such sensitive personal information over WhatsApp due to security and privacy concerns. In response, they told me that I had to cancel my reservation.
As a result, in case of paid for the property via Booking.com, I was left outside in extremely cold weather in London and had no choice but to make a new reservation at a different property. Since the representative of Luxury Central London Flats refused to accommodate me, I was forced to book a room another Hotel through Booking.com on the same day at a much higher price.
As a Booking.com customer, I hold Booking.com accountable for this situation. I make my reservations with the trust that Booking.com work with reliable and professional accommodations. However, I have been left in a difficult and unfair situation due to the actions of this provider.
I am formally filing a complaint and request a full refund for my booking. I kindly ask for your urgent attention to this matter.
Verified
It is virtually impossible to contact Booking.com
After booking a hotel on Booking.com, for some reason it came up with 1 guest instead of 2 guests. I used the on-line contact AI, requesting the booking be amended to 2 guests. This resulted in my booking being changed to two guests but my booking was changed from a superior sea view to a standard roofer the same price. As previous reviews have indicated, it is impossible to speak to anyone and the online Ai is clearly not fit for purpose. I contacted the hotel who informed me that they have no control over the booking and cannot make any changes to the booking. Only Booking.com could amend the booking. I would have to pay the price for a superior sea view room but sleep in a standard room. The hotel has no control of the price or room allocated. Thanks to the CEOemail website, I found Booking.com's telephone number, 020 8612 8000 and spoke to Mohammed, who understood the issues and resolved the problem. Apparently, there is a problem with the software that shows only I adult staying. He cannot alter this, but he has put a note on the booking and spoke to the hotel. I was about to email the Chief executive at Booking.com but Mohammed sorted out the issue. The website CEOemail is always good for contact details of limited companiesThank you Mohammed. I cannot give Booking.com a five star review because they make it virtually impossible to contact and the online A1 only compounded the problem. Mohammed deserves five stars but the company get three.
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Verified
Scam
I booked a 2-week stay through Booking.com and wanted a pre-payment for a place in Vancouver, Canada.
Then after I had paid I received an email telling me that the place was no longer available due to floodings in the area, and I never received my money back of $2,800!
I've been trying so hard to get my money back and no one is able to help me. Don't EVER use Booking.com!
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Sorry Customer service - Zero Rating if I could
We called to get a refund and cancel due to inclement weather and could not travel and they refused to do it even though they had already charged our credit card. I thought it was not supposed to be charged until you checked in. One rep was understanding and was going to remove the one day as we would come and check in the next day. Got cut off and got someone from a foreign land and he was very nasty and unpleasant and basically said they cannot do that but why did the other Rep start the process. Will never ever book anything again through Booking.com
Verified
Avoid, avoid at All Costs!
I have had multiple frustrating experiences with Booking.com, but my most recent trip to Costa Rica on February 14,2025, was the last straw. I booked a hotel through Booking.com, received a confirmation, and drove all the way to the property—only to find out it was completely sold out. Thinking it was an isolated incident, I booked another hotel through Booking.com, drove for hours, and upon arrival, discovered that it was also fully booked, despite receiving a confirmed reservation.
This is not the first time I've encountered this issue. Booking.com seems to confirm stays without properly verifying availability with hotels, leaving travelers stranded. To make matters worse, Booking.com often charges for these non-existent bookings, making it an exhausting and time-consuming process to obtain a refund—usually involving disputes with credit card companies.
Additionally, the lack of proper communication tools for travelers to cancel or modify reservations, particularly in certain countries, only adds to the frustration. A company as large as Booking.com should implement a system that verifies a hotel's availability before confirming a booking.
After repeated bad experiences, I will no longer be using Booking.com. I strongly advise other travelers to proceed with extreme caution—or better yet, book directly with hotels to avoid the stress, financial loss, and wasted time that comes with relying on Booking.com.
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Poor Support and Unfair Review Handling
I have repeatedly requested Booking.com's Extranet support to remove two reviews on my property that clearly violate their policies, with evidence provided. Despite this, I have been receiving the same automated response for over a year, with no real action taken. The lack of proper customer support and accountability is frustrating for hosts who rely on fair and transparent policies. Booking.com needs to improve its review management and communication with property owners.
Verified
Credit Card scammed using this site
I've used booking.com three times in the last year. On two of those occasions my credit card has been scammed by a third party. Booking.com was the only non-regular website i used during those times, so I strongly suspect using it exposed me to scammers.
I also received a scam email offering me prizes if I completed a 'survey' about using booking.com shortly after one of the occasions I used it. It was a very realistic scam, to the point where I almost fell for it.
Verified
Extremely disappointed
I am extremely disappointed with our (incl. Thozama Mxenge) experience at this accommodation. The listing was misleading, as it failed to disclose that the property is a student accommodation. On the way to the unit, the building itself was in terrible condition—dirty white walls, loud students, and balconies cluttered with hanging clothing and even mattresses.
Upon arrival at the unit, I was appalled by its state. It was poorly maintained, with dirty and worn-out couches, cracked tiles, and stained, yellowing bedding. The plumbing was in terrible condition, with loose taps, while the surfaces were sticky and appeared never to have been deep cleaned. The showers had visible dirt and grime in the corners and between the tiles.
Due to these unacceptable conditions, we decided not to check in. The platform initially promised to refund our booking fee of R10 413.68, yet despite their assurances, we have not received our money back. Repeated attempts to contact them and their service provider have led nowhere, with no resolution or reimbursement.
Their failure to honor their promise, along with their lack of proper vetting of this property, has prompted me to consider filing a complaint under the Consumer Protection Act of South Africa. I hold them accountable for allowing this property to operate on their platform and for facilitating the loss of our money.
The lack of transparency, poor service, and refusal to issue a refund have left a lasting negative impression. I strongly advise against booking this accommodation or using this booking.com.
The company needs to follow up on negative reviews and vett properties offered.
Verified
: Worst Experience – Booking.com Failed Me Completely!
I had the most terrible experience with Booking.com, and I feel obligated to warn others. I had a confirmed reservation for an apartment, with check-in scheduled for 4:00 PM. When I arrived, the host was completely unresponsive. Only at 6:00 PM—after hours of frustration—did the host finally answer, just to inform me that he had canceled my reservation a week after I booked it, and Booking.com never bothered to notify me!
At 6:00 PM, exhausted and stranded with my luggage, I had to scramble to find another hotel, which ended up costing me 1,000 ILS more than my original booking. This was not just an inconvenience—it was a complete disaster!
And what did Booking.com do? Absolutely nothing. They responded once with a generic apology, saying they would "look into it," and then vanished. No follow-up, no compensation, no accountability. Their customer service is a joke, and they clearly do not care about their customers.
This experience was beyond unacceptable. I will never use Booking.com again, and I strongly urge others to be cautious. If something goes wrong with your booking, don't expect any real support from them!
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BE VERY AWARE
They do make sure what is being advertised by the accomodations is accurate. The accomodation said it also had single beds but was only a matress on the floor. They do not make sure that the accomodations are following their own country rules...i.e.we were charged an additional 19% vat tax by the property in colombia and then we find out we did not to pay that since we are tourists. They should be more awhere on what there customers are doing.
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I expect more from a company who I have had an elite status with for more than 12 years...
I travel for 3 to 6 months a year and I have been a Genius (Level 3) since 2012 so I am not a flyby reviewer. Last year however when traveling in the south of France, I had a horrible experience with a hotel. There were cigarette burns on the furniture and curtains, a large pile of hair on the window seal, and a hole in the bathroom which when you shine a light in it, showed an empty room (seriously, WTF?). I left the hotel and booked another room for my stay with booking.com.
I contacted management there and with Booking.com with pictures documenting everything and received no response. When I finally heard back from Booking.com, I was told that they would reach out to hotel but when they received no response, I was told that I would not receive a refund.
I am a genius level 3 meaning that I have booked dozens if not hundreds of nights with booking.com so when I do this much business with a company, I at least expect them to be an advocate on my behalf. I expected a full refund as I gave proof of my experience and they could see I had to book another hotel.
That was August of 2024. As of today, I have booked my rooms with other sites, even when it is more expensive, and have not used Booking.com since.
If I could I would give them 0 stars. I booked through them and the facility was horrible. The clerk at the motel gave us a refund, which we never received. I contacted booking.com and was advised that I need to reach out to the facility. The motel’s manager worked on it and advised me that the refund was issued to booking.com. She even called them and was advised that I need to call them and demand a 3 way call. I must have called booking.com 4 times and they kept disconnecting the call. Today, I spoke to someone at booking.com and was advised that they didn’t receive the refund and they don’t issue refunds. Also, I was advised that for security reason, we can’t do a 3 way call. Bunch of BS. Now I’m out of my money. I will never use this company again!!! Already deleted my app for this horrible company.
Verified
Owner sold, no one told me, or will help me
Booking.FAIL House we had a confirmation for in Fort Lauderdale was sold and no one bothered to tell us. Customer service offered to find our party mother place to stay only the places they offered were not in the same state or even country as our original reservation. Now there is noting suitable available and they stopped replying to my messages.
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Verified
Worst Customer Service Ever! Took our money and now not refunding!
Booked this hotel through booking.com, even made the payment.
When we went to the property on our booking date, they refused to give us a room and said they are not affiliated with booking.com. We showed them our confirmation details and payment proofs yet they did not honour our booking. This was at 8pm in the evening! We did not have any choice but to take our luggage and go from hotel to hotel asking if there was any availability anywhere. Please note we had come to India for an event that was to be attended by 50 thousand people, hence all hotels were fully booked! We finally managed to find a room at a hotel which was further to our desired location but we had no choice. We were shattered and tired from the travelling and stress of the ordeal!
We have been trying to contact booking.com since October 2024 asking for a refund of the original amount paid and a compensation for all the trouble we had to go through. Booking.com has been the least helpful, I have spent hours on end speaking to their customer service and emailing them, have given them proofs of original booking, payment made, invoice from new hotel, bank statements everything. Booking.com has confirmed on numerous occasions that they have all the evidence and they will process a refund, but yet to date we have not received anything! Further to that I am unable to access my booking.com wallet, and when I asked their customer service they said they are unable to help!
The worst thing is this property is still showing on booking.com's database, which adds on to the fact they do not care about customer service or upholding their contracts, but are only interested in commissions! Please stay away!
Verified
Never Trust Booking.com – They Can Cancel Your Booking Anytime!
Never Trust Booking.com – They Can Cancel Your Booking Anytime!
I booked a hotel 20 days in advance and made full payment through Booking.com. When I arrived at the hotel with my family, I was shocked to learn at the reception that my booking had been canceled.
The hotel staff informed me that the cancellation came directly from Booking.com. When I contacted Booking.com's customer service, all they could say was, "Sorry, we can't do anything. We will refund your payment."
This left my family and me stranded. It took over five stressful hours of searching to finally find alternative accommodation.
This experience was incredibly disappointing, and I cannot recommend Booking.com after this ordeal. If you're planning a trip, think twice before relying on their platform – your booking might not be as secure as you think!
I booked my stay at the Strat hotel in las vegas. I get to the hotel and they don't have my reservation. It never went through. Booking charged me and I never received the service. I had to pay twice as much at the front desk for a room on top of having to pay the booking price that never got refunded to me and they never responded to any of my emails for a refund
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