Booking Avaliações 187

This company assumes that you can't write a message that a hotel can understand, so it rewrites it using AI before passing it on. It does this intrusively, without your permission, and in doing so, it often changes the meaning or emphasis and strips out any nuance. Customer Service will tell you that 'the system' (that is, AI) will make minor changes for formatting without altering the sense of what you say. This isn't true. I'm going to use alternatives to Booking.co whenever I can from now on.

⚠️ WARNING ABOUT BOOKING.COM'S GUEST PROTECTION ⚠️

I'm sharing this experience to warn other travelers about the limitations of Booking.com's guest protection policies.

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WHAT HAPPENED:

1. PROPERTY ISSUE:
Booked accommodation in Italy for 3 nights (winter). Hot water system failed, making the property uninhabitable for my family during cold weather.

2. HOST'S EXPLICIT WRITTEN PROMISE:
Host acknowledged the problem via WhatsApp and made an explicit written commitment to provide a refund. The host stated:
- "okay perfect I agree with the refund"
- "I'll process the refund tomorrow morning"

This was a clear, unambiguous promise with specific timing.

3. WE RELIED ON THIS PROMISE:
Based on the host's written commitment, we:
- Checked out after only 1 night (instead of 3)
- Booked emergency alternative accommodation at additional cost
- Forfeited payment for 2 nights we had already paid for

4. HOST BROKE THE PROMISE:
After we left, the host:
- Completely stopped responding to all messages
- Did not process the promised refund
- Ignored Booking.com's mediation attempts (multiple contacts)

5. BOOKING.COM'S INADEQUATE RESPONSE:
Despite clear evidence of the host's written promise, Booking.com:
- Offered only 10% compensation
- Stated "policy prevents further action"
- Provided no accountability mechanism for hosts who break explicit promises

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THE REAL PROBLEM:

This case reveals systemic issues with Booking.com's consumer protection:

❌ Hosts can make explicit written promises and break them without consequences
❌ 10% compensation offered when 67% of paid service wasn't provided
❌ Policy allows hosts to simply ignore mediation with no penalty
❌ Platform takes commission but provides minimal protection when things go wrong
❌ Consumers bear all financial losses while hosts face zero accountability

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EVIDENCE DOCUMENTATION:

I have comprehensive documentation including:
✓ Complete written conversation showing host's explicit refund promise
✓ Booking.com email correspondence
✓ All booking confirmations and payment receipts
✓ Alternative accommodation booking receipts
✓ Confirmation from European Consumer Centre that chargeback is appropriate

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FINANCIAL IMPACT:

- Paid for: 3 nights
- Actually used: 1 night only
- Unused and unpaid service: 2 nights (67% of booking)
- Booking.com compensation: 10%
- Additional costs: Emergency alternative accommodation

Net result: Significant financial loss plus ruined vacation time

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WHY THIS MATTERS FOR ALL TRAVELERS:

If Booking.com's policies allow:
- Hosts to break written commitments without consequences
- Only 10% compensation for major service failures
- Hosts to ignore dispute resolution processes
- No accountability for unprofessional conduct

Then what meaningful protection do guests actually have?

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CURRENT STATUS:

I am pursuing all available remedies:
✓ Credit card chargeback (as recommended by European Consumer Centre)
✓ Consumer protection agency complaints
✓ Public reviews to warn other travelers

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MY RECOMMENDATIONS FOR TRAVELERS:

1. Be aware that Booking.com's guest protection may be inadequate when hosts break promises
2. Document everything in writing (messages, emails, photos)
3. Do NOT leave a property based on host's verbal or written promises alone
4. Use payment methods with strong buyer protection (credit cards with chargeback)
5. Consider platforms with stronger consumer protection mechanisms

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CONCLUSION:

This review is not just about one failed booking. It's about a systemic problem where:
- Platforms collect commissions
- Hosts can act unprofessionally without consequences
- Consumers bear all the risk and losses
- "Guest protection" proves inadequate when actually needed

Would I use Booking.com again? Only with extreme caution and strong independent payment protection.

Rating: 1/5 - Platform failed to provide adequate consumer protection despite clear evidence of host's breach of explicit written commitment.

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Note: All statements in this review are factual and documented. I have comprehensive evidence supporting every claim made here.

I booked a hotel and received confirmation. The hotel is on a remote part of India. I arrived at the hotel at night and the hotel manager said I have no reservations even though I showed him my reservation via booking.cp. he told me that the hotel is fully booked for hotel. There were no hotels and taxi near by and internet was also not working. I called booking.co for help and they could not escalate this situation to the hotel but found me an alternative in a different city ( I could have done it by myself). I told them there are no cabs and I cannot go to the hotel. They told me that they cannot help me further. I was stranded in a city with no alternatives and slept in a bus stand filled with mosquitos. My 80 year old father also suffered because of booking.co irresponsible behaviour.

support never answer, but a really big chois of the hotels

Sapevano della tariffa non rimborsabile ma zero mediazione con hotel. Risposta evasiva: "Non possiamo". Cliente fedele da anni, ora basta! La loro email ridicola;dicono bisognava rivolgersi a help desk.Da ridere #Bookingtruffa #Bookingmegliononprenotare

Never use this website. They protect scammers, not customers. They are thieves.

This company must have no employees as it's all AI, bots and impossibly difficult to use. I had to contact the hotel I booked directly to change a reservation. Don't use this booking service!!!

Como anfitrión, mi experiencia con Booking.com es muy decepcionante. La extranet está mal diseñada: la navegación es confusa, encontrar opciones concretas cuesta más de lo razonable y muchas gestiones básicas se vuelven interminables por falta de rutas claras e instrucciones útiles. La sensación es que todo está disperso, con menús poco intuitivos y procesos que parecen pensados para complicar, no para ayudar.
El soporte, por desgracia, no compensa. Con frecuencia las respuestas son genéricas, repetitivas y no resuelven el problema real. La atención telefónica suele ser lenta, con protocolos que consumen tiempo, y a menudo terminas igual que empezaste. No es una cuestión de paciencia: es una cuestión de eficacia y de claridad.
Booking tiene mucha visibilidad, pero el día a día como anfitrión puede ser agotador por el mal diseño y una atención al partner que no está a la altura. Necesitan mejorar urgentemente la experiencia de gestión y ofrecer soporte que realmente solucione, no que responda con plantillas.

Waardeloos bedrijf zonder een goede helpdesk. Nooit bereikbaar en na vele e-mails naar hun Customer service reageren ze ook nooit!!
Slecht platform/ bedrijf dat alleen wil incasseren en geld verdienen aan klanten maar NOOIT goede service verlenen!!

TIP: —> Gewoon rechtstreeks zelf contact opnemen met de accomodaties en de hoge Booking provisie gaat van je prijs af en je hebt WEL een prima service.

⭐ 1 étoile – Service client catastrophique et expérience extrêmement stressante

Service client lamentable et totalement inefficace.

J’ai dû changer la date de mon billet alors que l’option était bien disponible. J’ai passé 50 minutes sur le chat avec un agent, pour au final ne rien recevoir. On m’a assuré qu’une confirmation me serait envoyée sous 24 heures : aucun e-mail, rien du tout.

Le lendemain, je recontacte Booking par téléphone ET par chat : même discours, mêmes promesses, toujours aucune confirmation par e-mail. Impossible d’obtenir une preuve écrite. Résultat : stress total, incertitude complète sur mon voyage.

Mais ce n’est pas fini.

J’avais également réservé un appartement à Alger. J’ai bien reçu la confirmation, sauf que :

Aucune adresse claire

Pas de numéro de rue

Impossible de localiser l’immeuble

Aucun moyen de contacter le propriétaire

J’ai appelé près de 30 fois un numéro français surtaxé : aucune réponse. ZÉRO assistance. J’étais littéralement perdu dans une ruelle, sans solution, sans aide.

Et le pire ?
À 19h30, après m’avoir laissé toute la journée sans réponse, Booking m’écrit simplement pour me dire que je dois remplir un formulaire. Sérieusement ? Après des heures de stress et d’abandon total ?

C’est inadmissible, irresponsable et indigne d’une plateforme soi-disant professionnelle.
Aucune assistance réelle, aucune prise en charge, aucune considération pour le client.

👉 Je déconseille Booking.com très fortement.
Si vous tenez à votre tranquillité d’esprit, évitez cette plateforme.

JAKO LOSA FIRMA JER VLASNICIMA NE PRUŽA NIKAKVU POMOĆ, NIKAKVU ZAŠTITU OD GOSTIJU, NEMAJU POMOĆ PUTEM TELEFONA, JOŠ MANJE MAILOM, NEMOGU SE NAPLATITI REZERVACIJE NITI OSTEĆENJA KOJI GOST NAPRAVI.BOOKING DOZVOLJAVA KRADJE, PREVARE, OSTEĆENJA U STANOVIMA CAK I POPLAVE, A ONI IH JOS I NAGRADE TIME ŠTO IM DOZVOLE DA OCENE OBJEKAT KOJI JE GOST VEĆ UNAKAZIO.
KATEGORIJE ZA OCENJIVANJE KAO I KRITERIJUM JE SAMO NJIMA JASAN.
TESKI PREVARANTI.ZAOBIDJITE IH OBAVEZNO

I book a apartment with booking, but online the pictures looks the apartment in perfect conditions BUT when booked the apartment ooo may good is completely in veryyyy bad condition in mains entry was full of rubbish bags and inside was completely a mess.
I don’t remember to no one is a big scammers in booking .

I made a typo on my email for a booking. I have tried to contact customer services repeatedly to rectify. Every time I complete an online enquiry form they email me back asking for more information, which I provide, and then nothing.

Absolutely rubbish customer service. Unable to make any contact.

I booked a flight through Booking.com and paid for extra luggage, only to find out from the airline that it wasn't successful.
Booking.com asked me to pay the airline directly and promised a refund, but they are now ghosting me regarding the refund amount and timeline.
Extremely unprofessional.

Don’t use this company. They allow scammers to take your money and they just don’t care.

Llevo usando Booking.com durante años y por ahora bien. A veces consigo mejores precios en otros buscadores pero cuando he reservado con ellos, si he tenido que usar si atención al cliente (pasó una vez en Irlanda que pasó un ciclón y afectó a unos de los alojamientos que teníamos resevados y fue todo ayuda para buscar alternativas con 24 de antelación).

Booking number: 5363727492
 
PIN code: 2730
 
Country: Bosnia and Herzegovina
 
Property: Durić prenoćište

My name is Valentina Zhukova
I previously provided a detailed description of the situation that occurred on January 10 in Bosnia and Herzegovina, when despite having a confirmed reservation for a group of 9 people, we were left without accommodation and did not receive timely or effective assistance from Booking.com support. Due to the lack of assistance, we were forced to book a significantly more expensive accommodation for safety reasons.

Following your agent’s instructions, I submitted an invoice for compensation of the incurred expenses. Instead of a fair review, I received a refusal without a clear explanation, and my Booking.com account was blocked immediately after submitting the invoice, which deprived me of the ability to continue communication and protect my rights.

Only after I was forced to file a public complaint, Booking.com representatives contacted me and my account was unblocked. However, despite this, the compensation issue remains unresolved.

Today, I called Booking.com customer support twice to continue the review of my case. In both calls, agents stated that they were “checking the information,” after which the calls were disconnected by Booking.com. I received no follow-up, no explanation, and no resolution.

In light of the above, I kindly request that you:
• continue and complete the review of my case;
• compensate the expenses I incurred due to the lack of assistance from Booking.com and the forced relocation;
• provide a written response addressing this matter.

I still expect fair and responsible treatment as a customer and a real resolution of this case rather than formal replies.

All supporting documents have already been provided.

Sincerely,
Valentina Zhukova
Booking number: 5363727492
PIN: 2730

Un desastre, la empresa booking es lo peor en atención al cliente, más vale no tener un problema porque te dejan tirado. Yo he tenido un par de problemas, primero porque se anularon los vuelos y en otra ocasión porque no me aceptaba el pago la reserva y no conseguí que nadie me atendiese.NUNCA JAMÁS BOOKING DE NUEVO UNA VERGÜENZA DE EMPRESA QUE MALTRATA A SUS CLIENTES.

Prenoto con booking da una vita sono al livello 3 di Genius e mi sono sempre trovata benissimo, ma quest’anno è stato un disastro.
Faccio generalmente viaggi di un mese in più di uno Stato e sono una donna di 31 anni che viaggia da sola perciò l’alloggio deve essere per me un luogo sicuro, dato che da donna al sicuro non mi sento quasi mai.
Il viaggio inizia disastrosamente già dal secondo Stato, avevo prenotato infatti l’alloggio a luglio in centro a Belgrado ma quando sono arrivata non esisteva e la proprietaria mi ha comunicato che avrei dovuto spostarmi in un altro ostello ad un’ora di distanza dal primo. Pertanto dato che contattare l’assistenza di booking dall’estero è praticamente impossibile ho dovuto prenotare un altro alloggio pagandolo quasi 60€ in più. Nel leggere questa recensione vi invito a mettervi nei panni di una 31enne di 49 chili con uno zaino di 15 chili sulle spalle in piena notte a Belgrado in un edificio fatiscente alla ricerca di un alloggio che non esiste. Parto dalla Serbia e vado in Armenia, alloggio pulito personale carino pertanto penso che sia stato solo un caso, alla fine con booking ho sempre prenotato e mi sono sempre trovata bene, un errore si concede a tutti.
Arrivo in Georgia davanti all’hotel prenotato sempre con booking.com e l’hotel non mi fa entrare nonostante io abbia GIÀ PAGATO ONLINE, sostenendo che non intrattiene rapporti commerciali con booking.com e che non ha accesso all’extranet, di nuovo una donna di 49 chili in mezzo ad una strada in Georgia in piena notte senza una stanza, per la seconda volta ripiego in un hotel vicino, quello più vicino possibile per paura di camminare con lo zaino in strada, danno economico per la seconda volta in quanto la struttura costa 80€ in più della prima ma questa volta sono costretta a subire anche la beffa, booking non intende rimborsare la mia prenotazione a meno che la struttura non dichiari che io non sto effettivamente alloggiando, inoltro le chat con l’hotel dove sostenevano di non avere l’accesso all’extranet ma per booking la conversazione whatsapp non è una prova sufficiente. Dopo 4 giorni sono stata costretta a recarmi alla stazione di polizia e fare una denuncia contro la suddetta struttura per riavere indietro il denaro e solo grazie all’intervento dei poliziotti dopo 6 ore di permanenza alla stazione di polizia sono riuscita ad ottenere il rimborso da Booking.
Dopo due esperienze del genere cancello tutte le strutture che mi erano rimaste prenotate per le due settimane successive e ne prenoto di nuove, più costose, in posizione migliore, con recensioni migliori, scrivo alla struttura prima di arrivare per essere certa che esista, prendo insomma svariate precauzioni.
Terza settimana arrivo in Kazakistan, la stanza è bellissima, piuttosto pulita, la proprietaria mi chiede di pagare attraverso una macchinetta in banca dove si deve depositare denaro contante, procedo e inoltro la ricevuta, lei ringrazia e sembra che la spirale negativa sia finalmente finita.
Il giorno dopo ricevo un messaggio dalla donna che mi chiedeva di poter cancellare la prenotazione per non pagare le commissioni di booking, io rifiuto perché non ritengo che sia un’operazione legale e non intendo partecipare, invento che sono lì per lavoro e che mi serve la ricevuta per far sì che lei non insista e per non dover incorrere in problemi , la proprietà non accetta la mia risposta negativa e comincia a minacciarmi di buttarmi fuori dalla stanza, che non mi avrebbe mai dovuto far entrare perché le commissioni di Booking erano troppo alte e lei non voleva pagarle, che tutti gli hanno sempre detto di sì pertanto dovevo farlo anche io. Continua a scrivermi per due giorni insistendo fortemente e sempre il secondo giorno si informa su dove ero io, io rispondo “in centro”, quando torno a casa mancavano degli oggetti, erano entrati mentre non c’ero, accertandosi prima che io non ci fossi. La porta non si poteva chiudere dall’interno in quanto aveva solo il codice, niente chiavi, nessun mobile da mettere davanti, e la concreta possibilità che entrassero in camera mentre c’ero io, ho passato per paura l’ultima notte in un divanetto in aeroporto in quanto la proprietaria continuava ad informarsi su quando sarei partita e avevo paura, il mio viaggio doveva continuare ma sono tornata a casa perché ero provata estremamente da tutto.
Ho visitato 72 paesi e non ho mai, nella mia vita, avuto così tanti problemi.
Torno in Italia e chiamo Booking, chiedendo intanto il rimborso per le strutture che non esistevano e della differenza di prezzo della seconda struttura perché loro stessi in primis mi avevano proposto il rimborso, parlo due ore con una donna che mi chiede le prove, le mando ma sono passati mesi, non ho mai ricevuto una risposta, nemmeno una mail di scuse.

Contacter à plusieurs reprises le service client, aucun suivi et aucun rappel. Un grand manque de sérieux !!