Complaining to Booking.com: what you need to know
Updated for 2026 – includes current complaint processes, app support, scams and legal options in the UK.
Need to contact Booking.com quickly? Here’s how to reach customer service and escalate your complaint. Complaining to Booking.com can be difficult — even for experienced consumers. However, if you follow the right steps, you can often secure a refund or compensation. Whether your issue is a cancellation, refund, misleading listing or poor customer service, if you need to complain to Booking.com, here’s exactly how to do it, escalate your complaint and get a refund. This guide explains exactly how to complain effectively, based on real cases.
Booking.com complaints – contact & escalation
- Use your Booking.com account to message customer support
- Go to “Help” then “Customer Service” for live assistance
- If unresolved, submit a formal complaint in writing
- Escalate further if your issue is ignored
Although the company now has a presence in Manchester, this is not a public complaints office, and you cannot attend in person.
For best results, always complain in writing and keep records.
How to strengthen your complaint (quick steps)
If you need to complain to Booking.com, follow these steps to increase your chances of getting a refund.
Contact Booking.com customer service and explain the issue clearly
Keep all evidence including emails, receipts and booking details
Put your complaint in writing rather than calling
Escalate the complaint by writing to the CEO
Request a full refund and any additional costs incurred
Threaten legal action if you do not receive a satisfactory response
Consider a chargeback or Section 75 claim if you paid by card
Quick fire FAQs about complaining to Booking.com
Can I get a refund from Booking.com?
You can get a refund from Booking.com if the accommodation provider cancels or there is a breach of contract. Otherwise, your refund rights depend on the booking terms and conditions.
How do I contact Booking.com?
Again with difficulty and you will need to persevere. You can contact Booking.com through your account, via their help centre, or by email. However, it is definitely best to complain in writing (possibly repeatedly but you want the evidence record) rather than relying on phone calls.
Can I take Booking.com to court?
Yes, but as Booking.com is not based in the UK it can be more complicated than taking a company to court in this country. You may need to follow cross-border dispute procedures.
What if Booking.com ignores my complaint?
If Booking.com does not respond, you should escalate your complaint, write to the CEO, (possibly more than once) consider Chargeback or Section 75, or take legal action if necessary.
How to complain to Booking.com and get a refund
@thecomplainingcow Complaining to booking.com is often incredibly difficult. Here’s how to complain to them. As always use a credit card for purchases over £100 and once you have evidence of refusal, you can do a section 75 #bookingcom #TravelComplaints #HolidayComplaints#HolidayLets #Complaint #Complain #Complaining #moneytipsandtricks
Complaining about Booking.com in the media
You may have seen the ITV Tonight programme on 2 December 2021 about complaining. Part of the programme was a story about how I helped Olivia and Bella get their money back from Booking.com. (I regularly comment in the media on consumer issues. See consumer rights expert media appearances and commentary.)
Given the time allowed for the segment, we could not cover the whole saga! Here, in all its glory, is what happened. It was one of the most frustrating cases with which I have ever been involved. It is certainly up there with Virgin Media for being one of the poorest companies at communication.
I do believe, being the cynical cow that I am, that some businesses think that providing such appalling service will just put people off. Because, in reality, it does. However, it just makes me more determined.
I then got involved.
Booking.com booking
Olivia and her friend Bella booked a property in Albufeira for two nights. They paid for this in full on Booking.com and received confirmation that same day. They also had a reminder email about the upcoming trip on Sunday 15th August. On Thursday 17th August they flew to Portugal as planned, leaving East Midlands Airport at 7:00am.
They arrived in Portugal on time, went through all the necessary checks and then got a taxi to the hotel arriving around 12:10. When trying to check in they were advised that it was too early and they could leave their cases behind reception and make use of the hotel facilities.
Booking.com problems started – cancelled booking with no notice
At 13:50 (ten minutes before check-in) they received an email from Booking.com to inform them that the hotel reservation had been cancelled. This email came with no explanation nor an apology. Bella and Olivia sat by the pool frightened, as they were now alone in a foreign country with no accommodation, not knowing what to do as Booking.com had offered no assistance.
At reception they were told that the hotel had informed Booking.com at the time of booking and that the reservation should have been cancelled immediately at that point.
After finally getting through to Booking.com customer service, they explained their situation and were immediately cut off. Frustrated and scared, they contacted Booking.com a second time, and spoke with a woman who said, “I am in Japan and it is midnight, I don’t know what you want me to do.”
Alternative hotels were out of their budget so they decided to find a flight home.
Return home due to Booking.com failure and lack of support
Due to the COVID regulations for entering England, they had to have a negative test taken within 72 hours of departure. The test that they did before leaving was quickly running out of time to ensure they were eligible for entry into the UK.
Bella and Olivia recall:
“There was only one remaining flight back to the UK which took off at around 7:00pm, if we couldn’t book and make it on that flight, they would have been on the streets in Portugal!”
Left with no choice, the flight was booked at 16.00 and they had to quickly get changed and get a taxi to the airport to ensure they made the flight.
They got the flight home and calculated their financial losses, made up of the loss of their hotel and all consequential losses which are the result of the failure by Booking.com.
Total costs incurred due to booking.com’s mistakes
- Hotel Cost £189.44 on 07/08/2021
- Antigen tests to travel out (Covid-19) – £58
- Day 2 PCR tests (medicines online) – £98
- Pre booked test for out in Portugal to be able to return home – £36.16
- Breakfast at the airport – £19.87
- Taxi to the hotel – €42 / £36
- Taxi back to the airport – €42 / £36
- Food at the airport – €15/12.87
- Flights out (Ryanair) – £43.33
- Original flights back (Jet2) – £65
- Early flights back (Ryanair) – £280.58
- Total = £ 875.25
Complaining to Booking.com got partial refund
The pair received just £187.75 from Booking.com on 18/08/2021.
All requests for anything else had been ignored, which is where I came in.
The Complaining Cow brings complaining plan of action against Booking.com
It is slightly more complicated complaining to a company outside of the EU since the UK left the EU due to different cross border laws. However, we still had a number of options available. The first step was to escalate the issue by writing to the CEO, finding his details on Booking.com CEO at CEOemail.com
I helped Olivia write to the CEO stating that Booking.com were in breach of the EU Directive 2005/29/EC by providing services with defects. They had incurred costs as a direct result of Booking.com’s failures, in addition to disappointment, stress, anxiety and worry.
Expectations of Booking.com
We expected to receive the total of £685.81 which was incurred as a direct result of Booking.com’s failures.. I also advised requesting redress for their stress, anxiety, and inconvenience caused, plus a full explanation and an apology for everything that happened.
I advised threatening legal action. (This can be complicated cross border, although help is available. See Taking legal action cross border below).
Oliva sent the email with all the attachments to the CEO on 23/09/21.
The sorry saga of communication complaining to Booking.com began…
On the 27 September 2021 someone from the customer service team replied asking for more information, most of which was already in the email to which they were replying. Olivia clicked “reply”, providing the information already provided and the email she got in response was bizarre. Really bizarre. It said that the email address to which she had written (she had clicked “reply” remember) was no longer in use!
So, Olivia forwarded everything again to the CEO. She did not get an immediate reply.
Threatening legal action against Booking.com
We decided it was time to play hard ball. On 6 October 2021 Olivia sent a further email with “Email before action” in the subject line.
Unsurprisingly, that got their attention. But the situation remained bizarre. The “CS Senior Guest Specialist” replied saying that they would refund the accommodation costs. It is hard to understand what part of the email she read and what she didn’t, seeing as the email said that the accommodation had been refunded and it was everything else that was being requested.
So, later that day Olivia replied again with all the correspondence. Yet again. (We are on the fifth email at this point). Was there another bizarre response? Yup. This time the reply said that they didn’t have access to the original complaint. Remember, everything has been attached to every single email, so it is not possible that they didn’t have access because they replied to the email with it!
To say that this was frustrating would be an understatement. The sixth email went off informing the “specialist” that further action would be taken should a satisfactory response not be received.
Bizarre response number 4? Yup. This one was from someone who apologized and provided a link to the legal team. This was a clear attempt to fob off the complaint to another department.
We decided to ignore that one. So Olivia asked the “specialist” how she could respond to the complaint without having all the relevant information that was attached! Unsurprisingly the “specialist” couldn’t answer this question but asked for receipts. 🙄
Sigh. So Olivia sent the evidence of expenditure. Again. In case you are losing count that’s our eighth email.
Something got through! Hurrah! Nope, not really. We are now onto another respondent who told Olivia she had received the refund for the accommodation. Sigh, we had told them that already, more than once. She asked what Olivia wanted. So Olivia responded with another email, the ninth, explaining exactly what was expected, plus a reasonable amount for the appalling service received. Again.
Result from complaining to Booking.com!
I had told Olivia to ignore all calls for the reasons shown in this article why you should complain in writing
An email outlining that £500 compensation from Booking.com to Olivia then followed.
So, eventually a good result, I always get there in the end but usually it’s one or two emails. Not NINE!
Booking.com response to the programme
A spokesperson for Booking.com said
At Booking.com our primary aim is to enable smooth and enjoyable travel experiences for all of our customers, which has unfortunately not happened on this occasion. In the majority of cases where an accommodation partner is unable to accommodate a guest due to overbooking, we are able to rectify that immediately, including offering full support with relocation and will be investigating why that did not happen on this occasion.”
Why Booking.com customer service is so difficult
How many people would have just given up after the initial refund?
How many of those who continued would have given up after the first and second emails, all the way through to the final one?!
Some companies rely on consumers not knowing their consumer rights and/or just giving up.
You will almost always get results if you persevere, even in cases where you shouldn’t have to do so!
You can also threaten and then do, try a chargeback or Section 75 claim.
Taking legal action cross border when you have a complaint against a company
In reality if you wanted to go through the legal route cross border you would need to take advice from the UK European Consumer Centre who would help you with your case. A spokesperson for the ECC said:
“The EU Small Claim Procedure is no longer available due to Brexit, so generally speaking consumers have to issue a claim through the UK normal civil court if they wish to take traders to court in either the UK or abroad (as per the Civil Jurisdiction and Judgments (Amendment) (EU Exit) Regulations 2019 amendments).
Under these Regulations, amendments have been made to the Civil Jurisdiction and Judgments Act 1982 where section 15B states that where there is a consumer dispute the consumer can bring proceedings in the part of the UK where the other party is domiciled or in the place where the consumer is domiciled regardless of the domicile of the other party.
The business can only bring proceedings against the consumer in a court of the UK if the consumer is domiciled in the UK (subject to any agreement the consumer may have made to the contrary).
As regards the jurisdiction, the Trader could accept or deny the consumer’s jurisdiction or elect their competent court (as expressed by their Ts & Cs), but this will be a matter of their litigation strategy.
To make things similar to the pre-Brexit situation, the UK have applied to re-join the Lugano Convention. Until the application has been accepted, the enforcement of judgments will be determined by the domestic rules of the country concerned. More information on those can be found by clicking on the flag of the relevant country at: https://e-justice.europa.eu/content_procedures_for_enforcing_a_judgment-52-en.do?clang=en
Note that since Brexit the UK European Centre no longer exists.
See? Complicated!
Booking.com data leaks – what to do if you are affected
In April 2026 the BBC published the article Booking.com customers warned of ‘reservation hijacking’ after hack. This issue is the latest in a series of hacks of the site over the last few years. Hackers attacked the site and stole customer data. Customers have received convincing but fraudulent emails about their bookings. Booking.com have refused to say how many accounts are involved.
The BBC reports that “Booking.com says it has updated Pins for reservations and is sending out emails to affected customers warning them of the heightened risk.” However, be extra vigilant if you have ever entered your details on the site.
Below is a TikTok outlining some of the issues and how to protect yourself.
@thecomplainingcow If you’ve booked a holiday or booking one this year 👀 watch this first. Scammers are targeting travellers using fake hotel messages, fake airline support accounts and fake payment links. Booking.com has been heavily linked to scams, while airlines including Qatar Airways, Etihad and Emirates have warned customers about fake accounts and scam messages. Santander has also warned about scam recovery fraud targeting victims after they’ve already lost money 🚨 Tell me below — have you nearly been caught by a travel scam? 👇 #scam #fraud #recovery #holidaytips #traveltips
See Watch out for scam texts and emails! for more advice on how to prevent being scammed.
See below for me being interviewed on Sky News about scam texts and emails:
How to tell scam courier texts and emails
Which? undertook research that showed nearly one in 10 Booking.com users had received a scam message. The scam crisis on Booking.com
Contacting The Complaining Cow about Booking.com
I receive weekly queries about Booking.com. The advice is always the same without exception. Booking.com is an awful company for customer service. As you will see from the above even I had to keep on. I will not be able to take on any cases complaining to Booking.com. Please add your story to the comments section if you wish to raise awareness. You can only follow the advice above and keep on particularly in reference to the legal threat and action. I will not be able to do ANYTHING more/different to the above in terms of process of complaining. There is no exception to this so please do not email with ANY queries about Booking.com you will be referred back to this page or ignored. Sorry but there is masses of free advice here and you need to follow it!
Free consumer advice help you get a refund?
If this post or a response from me has helped you, please consider buying me some chocolate (don’t like coffee!) to help me continue to provide this free advice. Thank you.
How best to book and complain about holidays/flights/travel various posts to help you with travel related problems.
Help with complaining effectively
20 Top Tips for complaining effectively.
I share 5 Top Tips on Morning Live.
How to complain Morning Live 27/05/22
How to escalate a complaint when customer service fails
If you need help with complaining effectively and making sure you are never fobbed off. GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!
101 Habits of an Effective Complainer to help you become more skilled and assertive when making complaints
39 Comments. Leave new
Thousands of stories out there on these crooks. I had three experiences with them. Long stories, one booking by me where I paid for a hotel in France, then turned up at the hotel in France, no record of the booking had to pay hotel again. Booking.com kept my original payment, no refund. Then my son used my card to book a hotel in India to meet me where we were staying. , one of their top hotels – the Taj, I had gone on a luxury holiday after going through 6 months or cancer hell and treatments. Same problem/same story, no record of booking and I had to pay hotel direct again, our original card payment processed by booking.con and KEPT.. they refused a refund and our card co/bank refused to process a refund. Then recently my other son used our card in America for car hire in Atlanta, we turned up at the car hire company to collect car, no booking and no cars available. no response from booking.con, no refund. This time we fought them. The advantage we had was leverage through our card company. So far they have refunded us but with the proviso that if booking.com refute this they may have to charge us. The problem with these stories stems from the fact that the likes of big tech companies of Booking.com ilk get away with because they hide away globally and make themselves as uncontactable as possible. How do you hold a huge conglomerate to account.. These are akin to organised crime by billionaire investors, there is little to no consumer protection. Governments need to wake up these scams and protect the public. WARN EVERYONE ABOUT THESE CROOKS, for every ten transactions you will see at least one rip off. They need closing down. Consumers all around the world are being stolen from (Yes it is theft), they are raking in millions and millions, without this they would be bust. They are not alone, there are many big tech companies doing the same. All of what I have written is true. I run my own business in London and employ 40 people. I am not an idiot that they can rip off. There really needs to be a class action against these crooks.
Great article and website, thank you!
I am in a Booking.com property in the UK right now. On holiday, visiting elderly and sick parents.
There are several issues, but the main one is no heating / hot water.
We arrived Sun 26 Oct and are due to leave Fri 31 Oct. We’ve contacted Booking.com and the property many times. Booking.com are basically avoiding responsibility. The property owner is hard to contact and doesn’t always reply. They did send two engineers to try and fix the heating, but they couldn’t.
We can’t leave before Friday because we can’t afford to book another property and risk losing monies already paid. We need to be here to look after parents.
Should I contact the CEO now, while we are still there? Or should I do it after we leave? Am I at risk of not receiving a refund if we remain in the property?
complain at the time then follow the advice in the post
I have just issued proceedings against Booking.com (and Barclays bank and British Airways for misleading commercial practices, breach of contract and failure to make reasonable adjustments under The Equality Act 2010. I’m happy to write a guest blog for you as to the processes involved and wording of such documents. I am not a lawyer, but I did attend law school for a while in the US but I left before my 3rd year. (too many sociopaths) Anyway, I’ve learnt the legal system here in the UK and am happy to help others, but would only do so with a blog post, not individual assistance. Cheers, Allie
Let me know how you get on. Please be aware that the US law is very different.
Thanks Helen
Is there any updated information to make a formal complaint to Booking.com regarding a cancelled taxi booking refund. The single fare did not arrive and we were stranded at the airport they were in fact very good regarding this and refunded that share immediately together with the additional cost of my own transfer. Then in the week holding no faith that the same company would collect us and to avoid missing our flight home, I cancelled the pick up return journey with 48 hrs notice (full refund) Its now been three weeks of chasing and all i get is we have refunded you….. yes the single fare but NOT the return on. I’m still owed £330 and can only liaise with a people that speak broken English. I’m getting nowhere.
There is no change to all the advice above.
Does this address help anybody
Booking.com B.V.
Oosterdokskade 163
1011 DL
Netherlands
Postal address:
Postbus 1639
1000 BP
Netherlands
CEO
Glenn Fogel
Link to contact details are in the post
If contemplating booking car hire with Booking.com you should be aware of the following Booking.com policies:
(1) that at the point a customer knows they are going to be late for vehicle pick up (inevitably a common occurrence when picking up a vehicle following a flight) Booking.com will unilaterally cancel the contract with no refund. There is nothing whatsoever that the customer can do to prevent this, including even phoning to advise of the delay and agree that the contract will not be cancelled.
(2) that a car will not be held for a customer who is delayed even when it is practically possible and the customer has already paid for the rental and notified the rental company of late arrival.
(3) that the words ‘it is vital to make contact if you are going to be late’ in its terms and conditions are taken by Booking.com to mean please let us know you will be late – we will then cancel your contract and not refund the money paid.
(4) that if the Booking.com partner rental company, subsequent to unilaterally cancelling a contract, charges vastly more than the original cost for a new contract, when you are left with no option but to pay the extortionate amount in order to have a car for your trip. Booking.com will consider that to be none of its business or responsibility.
Hi,
I was wondering if the same consumer laws apply to me with my issue? I booked through booking.com and found the advertised luxurious apartment was actually not that at all. Very run down, unclean, old mattresses, springs sticking up and dents in the mattress, mould in the shower, stained and unwashed towels, holes in the bedsheets, broken heater, curtains 20cm or so too short (no privacy and let light in,) and so many other issues, in general a poor state of an apartment. I contacted the apartment immediately after check in and complained. I then had to pay and move elsewhere as it was awful. They are giving me no refund. They say that due to the time it took me to complain, (I complained within 10mins of checking in,) and due to the previous occupant not complain, (there are over 200 reviews, many complaining about the same issues,) that I would not get a refund. It cost me over £230 for the run down apartment and over £115 for the second place, (which was fine,) what consumer laws can I quote when contacting the CEO please?
Please follow the advice in the post and in the links within
Kindly, how do I reach the CEO.
In September I paid for a ticket that was never issued for the sum of £385.28p
All effort for a refund has been negative.
I am frustrated and distressed. Urgently need my hard earned money.
Please see post above it explains and includes the link to ceoemail
This has all been very useful. I’m trying to get a refund from booking.com of the additional costs incurred for an Airbnb booked in Boston after they cancelled the apartment we had booked with them 2 weeks before going. Their CS just rotate 4 repossess (need Airbnb invoice, need property invoice, need invoice in USD, need bank statement in USD) all of which I’ve answered as to why they can’t be provided (I have provided Airbnb receipt, which is in GBP).
I will 100% try the CEO email and believe the head of CS email is available as well. If it comes to it, I’d be prepared to try the court route as it just isn’r right to take a hit of around £1k and be fobbed off till you give up, which I’m sure now is their tactic.
Will let you know how I get on…
Oh and I let him know that there were many had reviews slating the CS and he was going to look into that also
I had an appalling time with 2 apartments booked with them for 2 consecutive city breaks.
I sustained an injury in one from the dangerous stairs.
I’ve spent hours on the phone and hours writing detailed emails with photos and have got absolutely nowhere
I emailed the CEO as you suggested and have received no response there either
Now want to take legal action but is there an ombudsman or a party I can go to first?
Please follow the rest of the advice in the post – “Letter before action” in the subject line to the CEO.
There is no ombudsman.
I did all that and got nowhere
However, after I posted here, I had one last try to the CEO and bingo got an email next day asking to ring me
The guy rang as arranged yesterday and said he’d read all the correspondence and was appalled at the CS I’d received and today refunded 50% of both bookings
He was very professional.
I told him that the the CS team is dire and they need training and he agreed and said it was being looked into.
So contacting the CEO does work.
Thanks for the advice
Glad it helped – please do share on social media to help others thanks
The CEO’s email address is no longer available from CEOemail.com. So it appears we are stuck with the useless official channels. I recently was unable to stay in accommodation booked through the website because the quality was so bad. We got a 35% refund only through customer service and they do not respond to further communications, despite the fact that text on their website misrepresents the property.
Please check again, it did go to the site for you to search but have now put the direct link.
Thank you for this article. We had a similar shocking and abysmal customer services support on our recent holiday to Turkey. The property cancelled the booking we made months in advance only 2 days before check-in, but Booking.com managed to offer relocation to another accomodation and offered to refund the difference. This is the extent of help we received unfortuantely.
When we went to check-in at the new alternative accomodation we found out they cancelled our booking and they didn’t have any accomodoation for us, even though booking was still showing as confirmed and active on Booking.com website!
The property manager tried to offer us options at other nearby properties that are “owned by his brother and cousin” but they were all dreadfull, while telling Booking.com customer service that they have alternative accomodation and we agreed to it!!
I cantacted Booking.com again and said the offered accomodation is unacceptable and I have 15 family members (2 of whom are elderly and 5 are childre) waiting for this to get sorted. They said they’ll send me a relocation offer by email. 15 minutes later they email came and they offered us a property in Montenegro!!! I was shocked and replied stating the obvious fact of wrong country but got no response.
In the end I had to book accomodation on my own. Customer service called me few hours later to see what happened and I told them about the shocking experience I had and was told I willl get a refund of the extra charges once stay is over.
Still the horrible experinece continues, when I contacted CS with the invoice after our stay has ended I was told the invoice is invalid because it should state a 0 balance! Very bizarre. I asked what that means and lo and behold it’s not an issue and that after “hours of looking into may case” I will get a refund but only half of the total extar charges I had to pay. When I called them to query this, they said it’s been decided by a senior manager. Asked if I can speak with said senior manager, I was told that senior managers don’t speak to customers and their decisions are final and there is literally nothing can be done.
I found your articel when I was searching how to complain against Booking.com, and I emailed the CEO after using the linked website above with all these experiences. I sent this on Thursday 25/08 at 15:10. The next day I received a reply from CS apologising for “unmet expectations” and a refund issue of the remaining outstanding balance.
I used Booking.com many times before and they were good but this was one of my worst experiences with any company ever. I don’t understand why companies make it very difficult to rectify their mistakes!
Great to see that the article helped you get redress. Please do share on social media to help others thanks!
We are having a torrid time with Booking.com. We flew UK -> USA to stay in a property booked via booking.com. Received confirmation emails etc. On arrival we found that the property was already full and had received no reservation request for us from booking.com. Booking.com suggested an alternative property which was significantly more expensive than the one we had reserved. It was available via AirBnB so they asked us to book the property and offered to credit us the difference upon presentation of an invoice after check out. Can I get the credit from them? NO! I’ve burned hours trying to resolve this and am getting nowhere. I’ve found this site and would like to follow the guidance, however CEOemail.com no longer provides a CEO email address. Please can somebody share it?
Please read the post!
I have the same comaint the CEO link has been made unavailable die to technical reasons 😬
Contact the editor of the site
I booked a hotel through Booking.com only to find the hotel closed for business on arrival very late in the evening! I have emailed customers services several times and just get fobbed off. I have emailed the CEO but await a reply.
Have you got a reply from CEO?
I am having issues with the property and the customer care executives . I have paid full money and last minute the property has been cancelled my booking and provided me with alternate apartment which cost 150 gbp extra I couldn’t afford that price, they said you will get full refund within 3 days. But they didn’t stick to their word. They gave me only 20 gbp. It was extremely annoying communication with them. Customer support backed the property not the actual customers who’s the real sufferers. I dropped an email to head of customer care James walter and awaiting for his reply.
Please follow the advice above
Hello, I have tried several attempts to reach out CEO (mail sent) but so far no response from them. How should I approach them further
Follow the advice about email before action.
You will need to accept that this company is appalling and follow the advice in the post which is more than just writingto the CEO.
You’re welcome.
After a long and extremely annoying exchange of communication with booking’s customer service who rejected my request and ignored all my reasonable arguments found this article and decided to write to CEO. After less than 2 days my issue was solved and I got what I requested. I think the problem is that customer service is based on AI and were talking to stupid pre programmed bots mostly…
Glad that the free advice helped! Please do share it to help others. Thanks
We booked an apartment and flights to and from Crete 3-14 June 2022 with booking.com.We received a message 13 June advising us to be early for our flight and a further message the following day 14 June confirming all details.
On arrival at Heraklion airport, 2.5 hours before our flight there was nothing on the board about our flight. We asked at the desk to be told that there were no flights to Manchester that day, the next would be Sunday ( this was Tuesday).
They said we’d been contacted about the cancellation of our flight, we hadn’t, and nobody explained or helped us.
We managed to find a flight home, for which we had to pay £500 and we are now finding it impossible to find anybody to communicate with us.
We are 3 elderly ladies, all in our 60s, one of whom had been hospitalised in Crete with Bronchitis and we find booking.coms dereliction of duty to their customers absolutely appalling.
Why did nobody notice that 3 elderly ladies had been abandoned at Heraklion airport and why did nobody try to contact us, they had our phone numbers and emails?
I will be taking this much, much further. I know they want me to go away but, like you, the more they ignore me the more angry I’ll become and the more determined to extract my pound of flesh from them. They are a disgusting,avaricious company who take no responsibility for their customers welfare and should not be allowed to operate as a reputable company because they clearly are not.
If you think Booking.com treat their guests badly you should try being a ‘partner’, I have supplied accommodation to guests for the past 8 months and had until April received monthly payments but then nothing in May and now nothing in June, the apparent reason is that my bank declined the payment, which of course they did not. I can’t talk to anyone from finance, if I email I get a standard response, often several times, that is irrelevant to my case. I took it to dispute resolution and received a bizarre email saying I would be paid after my bank account is verified in the next scheduled payment on June 6th, they sent this on the 7th! I am not alone, there are plenty of us in the same boat and we have no idea how we will ever get our money and clearly we have future bookings which we are unable to cancel. but really don’t want to fulfil for free. Absolute nightmare.
Same here!! Partner/ payouts stopped no notice or explanation in April/ we are owed over $3300 and have 1 more booking in July we can’t cancel which will put us over $4k
Told we need to verify account/ stripe 3rd party cc processor asking supposedly/ we provided immediately all documents asked for and are Still waiting! We are trying to join a class action lawsuit
We have snoozed our listing, refuse to pay commissions on payouts not received, contacted every future guest in the pre cancel period and asked them to cancel and rebook on airbnb or Vrbo which they did.
They are a horrible company and something needs to be done!!!