Booking.com complaint

mattyprice4004

Did you contact booking.com at the time, or only when you got home?

themclaren

JReacher1 said:

maggie_norman wrote: »

We booked a holiday home for a 3 night stay in Porto Santo in April
The place was absolutely unfit for habitation.
It was infested with COCKROACHES, Completely disgusting, We had to leave!!
Please do not book through BOOKING.COM.

Not really booking.com’s fault.

booking.com falsely advertised the property. Itis their fault

christo65

Is there a professional body i can report booking.com to as ive been trying to get in touch with them for days no joy 

JJ_Egan

They are a Dutch company owned by a USA company .

davidmcn

christo65 said:

Is there a professional body i can report booking.com to as ive been trying to get in touch with them for days no joy 

What profession do you think they belong to?

Lans2020

Hi All 
I’m having a horrendous experience with booking.com who up until now I have used for many years! I booked a hotel under free cancellation policy back in July to Crete for a week away at the end of September/ beginning of October this year. However, I decided to cancel the reservation less than a week after making the booking because of the ongoing pandemic. However, the property at the time of my cancelling had  actually taken 50% of the cost of the reservation already. Over a month later I am still waiting for a refund on this amount. I’ve spoken to Booking.com customer services  4 times now - they are completely useless! I’ve wasted a ridiculous amount of time on hold, having to re-explain the situation to different customer advisors who’ve all told me a different thing. The first person said I should get the refund in 15 days, that time elapsed so when I spoke to the second agent they said they’d contact the property and ‘look into it’, the third person said I needed to send my credit card  statement to them showing how much the property has charged me and despite doing all this I had no contact from Booking.com and had to ring again after submitting all information only to be told that ‘You’ll just have to wait’ and that the property are willing to provide me with a voucher so I can stay there again some time next year or I’ll have to wait for the refund to be provided in September at the time I was due to stay there! That means they’ve been holding on to my money for 11 weeks knowing full well I cancelled and have no intention of staying there! Surely this is completely unjustifiable? I don’t know how the property can get away with this but most of all, I’m incredibly unhappy with Booking.com who being the huge company that they are,  should be able to step in and get this resolved yet they seem to be completely incompetent in doing so. I’ve been told there is no formal complaints procedure so I have nowhere to escalate my grievance and should therefore  just wait! This is not an insignificant amount of money and to hold someone’s money on account to potentially benefit financially from the interest is against the law? 

I have no idea where to go with this... 

powerful_Rogue

Lans2020 said:

Hi All 
I’m having a horrendous experience with booking.com who up until now I have used for many years! I booked a hotel under free cancellation policy back in July to Crete for a week away at the end of September/ beginning of October this year. However, I decided to cancel the reservation less than a week after making the booking because of the ongoing pandemic. However, the property at the time of my cancelling had  actually taken 50% of the cost of the reservation already. Over a month later I am still waiting for a refund on this amount. I’ve spoken to Booking.com customer services  4 times now - they are completely useless! I’ve wasted a ridiculous amount of time on hold, having to re-explain the situation to different customer advisors who’ve all told me a different thing. The first person said I should get the refund in 15 days, that time elapsed so when I spoke to the second agent they said they’d contact the property and ‘look into it’, the third person said I needed to send my credit card  statement to them showing how much the property has charged me and despite doing all this I had no contact from Booking.com and had to ring again after submitting all information only to be told that ‘You’ll just have to wait’ and that the property are willing to provide me with a voucher so I can stay there again some time next year or I’ll have to wait for the refund to be provided in September at the time I was due to stay there! That means they’ve been holding on to my money for 11 weeks knowing full well I cancelled and have no intention of staying there! Surely this is completely unjustifiable? I don’t know how the property can get away with this but most of all, I’m incredibly unhappy with Booking.com who being the huge company that they are,  should be able to step in and get this resolved yet they seem to be completely incompetent in doing so. I’ve been told there is no formal complaints procedure so I have nowhere to escalate my grievance and should therefore  just wait! This is not an insignificant amount of money and to hold someone’s money on account to potentially benefit financially from the interest is against the law? 

I have no idea where to go with this... 

Contact your credit card company?

born_again

Lans2020 said:

Hi All 
I’m having a horrendous experience with booking.com who up until now I have used for many years! I booked a hotel under free cancellation policy back in July to Crete for a week away at the end of September/ beginning of October this year. However, I decided to cancel the reservation less than a week after making the booking because of the ongoing pandemic. However, the property at the time of my cancelling had  actually taken 50% of the cost of the reservation already. Over a month later I am still waiting for a refund on this amount. I’ve spoken to Booking.com customer services  4 times now - they are completely useless! I’ve wasted a ridiculous amount of time on hold, having to re-explain the situation to different customer advisors who’ve all told me a different thing. The first person said I should get the refund in 15 days, that time elapsed so when I spoke to the second agent they said they’d contact the property and ‘look into it’, the third person said I needed to send my credit card  statement to them showing how much the property has charged me and despite doing all this I had no contact from Booking.com and had to ring again after submitting all information only to be told that ‘You’ll just have to wait’ and that the property are willing to provide me with a voucher so I can stay there again some time next year or I’ll have to wait for the refund to be provided in September at the time I was due to stay there! That means they’ve been holding on to my money for 11 weeks knowing full well I cancelled and have no intention of staying there! Surely this is completely unjustifiable? I don’t know how the property can get away with this but most of all, I’m incredibly unhappy with Booking.com who being the huge company that they are,  should be able to step in and get this resolved yet they seem to be completely incompetent in doing so. I’ve been told there is no formal complaints procedure so I have nowhere to escalate my grievance and should therefore  just wait! This is not an insignificant amount of money and to hold someone’s money on account to potentially benefit financially from the interest is against the law? 

I have no idea where to go with this... 

Was that Booking.com "Free cancelation" as it is superseded by the hotels T/C. So if they say no cancelation then if you go to the bank. It is that T/C that count.
Seen no end of these.
So it is down to Booking.com to refund you, as it is their policy

As you cancelled as well there would be no S75 even if the hotel billed you direct. As you breeched the contract.

Scared2412

Booking.com has obviously leaked my data as I was trying to book and an email I had regarding my enquiry on a booking.com came through but I can now see that the subsequent emails regarding other  suitable apartments it now transpires were not from Booking.com but a scam .. looked all the same  - upshot is Ive lost £1080 and cant find a phone number that will take my call and my messages to them on their site don't get answered ? Surely they have a legal team or IT team that need to know about data breaches.  Also do they have any responsibility for any recompense for this ??  

Aylesbury_Duck

Scared2412 said:

Booking.com has obviously leaked my data as I was trying to book and an email I had regarding my enquiry on a booking.com came through but I can now see that the subsequent emails regarding other  suitable apartments it now transpires were not from Booking.com but a scam .. looked all the same  - upshot is Ive lost £1080 and cant find a phone number that will take my call and my messages to them on their site don't get answered ? Surely they have a legal team or IT team that need to know about data breaches.  Also do they have any responsibility for any recompense for this ??  

How do you know that?

I suggest it's more likely that your device browser has 'remembered' your genuine interaction with booking.com and triggered the scam emails.  You should of course ask booking.com if they've had a data breach but if (as I suspect) the problem is your own IT security rather than theirs, they would of course not have any obligation to compensate you.  They are a Dutch company, their postal address is Postbus 1639, 1000 BP, Netherlands.

It's a tough question to hear in these circumstances, but it's an important one:  Where did these emails come from and what precautions did you take?  Did you just click on a link in an email and give your payment details?  Was there any security check?  Multi-factor authentication?  You could try speaking to your bank to see if they can help.