Complaining to Booking.com: what you need to know
Updated for 2026 – includes current complaints processes, app support, scams and legal options in the UK.
Do you need to contact Booking.com to complain about a problem?
This guide explains in details how to reach customer service and how to escalate your complaint if that fails! Complaining to Booking.com can be really difficult, even for experienced consumers. However, if you follow the help outlined below, you can often secure a refund or redress. Whether your issue is about a cancellation, refund, misleading listing, a scam or poor customer service, if you need to complain to Booking.com, it can be really problematic and time consuming but it can be done and here’s exactly how to do it! I am not short of case studies! Feel free to share your case on this page. This post is usually in the top 5 most searched/read posts out of nearly a 1000!
Booking.com complaints – quick 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
Booking.com has its headquarters in Amsterdam, the Netherlands. 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 make an effective complaint
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 follow the Top 20 tips for complaining effectively
- Keep all evidence including emails, receipts, screenshots, chat transcriptions, notifications. Photographs, videos and booking details.
- Always put your complaint in writing don’t phone unless your need is immediate
- Escalate the complaint by writing to the CEO, get the details from ceoemail.com
- Set out what went wrong, including a timeline of what happened, what you want as redress and the action you will take if you don’t receive a satisfactory response such as contacting your bank
- Consider sending a formal “letter before action” if your complaint remains unresolved
- Threaten a chargeback or Section 75 claim if you paid by card and if you don’t get the refund, submit a claim to your bank or credit card provider
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. Remember terms and conditions do not override the law.
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 in reality if you wanted to go through the legal route cross border you would need to take advice from the as UK International Consumer Centre (UKICC) who may 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.
The complicated version of the legal situation
Since Brexit, the UK applied to join the Lugano Convention and in theory is still pending. Although the UK applied to accede in 2020, the European Union declined to give its consent and the application remains pending. Instead, the UK joined the 2019 Hague Judgments Convention, which came into force on 1 July 2025. This Convention provides a framework for the recognition and enforcement of many civil and commercial judgments between the UK and other contracting states, including most EU member states, although it does not replicate the wider scope of the Lugano Convention. Where the Hague Convention does not apply, enforcement will usually depend on the domestic law of the country where the judgment is being enforced.”
See? Complicated!
UK Small Claims Court case
However, there are claims of taking Booking.com to the UK court and wining:
The company’s UK registered address, for sending postal letters and legal documentation, is 7th Floor, The Monument Building, 11 Monument Street, London, EC3R 8AF, United Kingdom.
What if Booking.com ignores my complaint?
If Booking.com or the accommodation provider 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.
Scam listings
In September 2026 Which? reported being able to list 10 Downing Street as available accommodation on Booking.com without any identity checks. The fake listing went live in June 2026 and was not removed until 27 August 2026.
This followed an earlier test in October 2024, when Which? researchers created a fake accommodation listing. Booking.com took 18 months to request identification and 20 months to block that listing.
Also in September 2026, Which? reported on travellers turning up at The Liberty Bounds Wetherspoons pub near Tower Bridge, after booking accommodation using its address. Staff said that they were turning away up to 20 tourists a day!
In April 2025 Which? reported on scam listings on Booking.com The consumer champion found hundreds of reviewers complaining of being scammed during the Summer and Autumn of 2024.
In October 2024 Which? started tests of making fake listings. It said that the process took 15 minutes and at no point were they asked for proof that they owned the property or indeed if they were human.
On 13 March 2025 Microsoft published an article describing criminals impersonating Booking.com to target hospitality staff. Fake guest enquiries, complaints and account verification messages led to pages designed to trick staff into installing software that steals credentials and other information. It provides a way to explain how criminals can target the hotel before targeting its guests.
How to protect yourself from scam listings on Booking.com
- Before booking, check the address outside of Booking.com. Look for the property’s own website, contact details, independent review sites, maps and Google Street View.
- Be suspicious of low prices and compare with prices and photos of the same property on another site and similar properties in the area. You can also do a reverse image check on Google.
- Keep screenshots of the listing, total price, terms and booking confirmation.
What to do if Booking.com accommodation does not exist or has closed?
Contact Booking.com immediately through your account as above. Request suitable alternative accommodation and written confirmation of who will cover any additional cost. Take photos/video of anything applicable and keep all your evidence of the booking. If you are stranded and not getting a response from Booking.com, find somewhere suitable to stay, keeping costs similar to those of the property you booked. If there is not anything available and you have to pay more, keep all your evidence that this was the case. And/or evidence of having to pay for transport to the alternative accommodation.
Remember that genuine booking details can still be used in scams. See Booking.com data leaks, below.
Who is responsible: Booking.com or the accommodation provider?
If you paid the provider directly, where Booking.com serves as the platform, your contract is with the seller. You may see that Booking.com processes your payment but that does not mean you paid them. However, it must abide by Booking.com’s terms and conditions. The platform generally operates as an intermediary for accommodation reservations, and it stipulates its limitation in its terms and conditions. However this does not automatically exclude all legal responsibility. It depends on the booking contract, the representations made, payment arrangements and applicable law.
Complain in writing to Booking.com as above and, where appropriate, the accommodation provider. Ask each to explain precisely why it considers itself responsible or not responsible.
Partner Offers – who is responsible when things go wrong?
There are further issues and complications with Booking.com’s Partner Offers. See B7.2 of their Customer terms of service. Other travel companies can offer accommodation through Booking.com
Booking.com’s own FAQ warns that, when customers telephone its customer service team about a Partner Offer, their confirmation number may be too long to register correctly!
“My confirmation number does not work when I call Customer Service, what should I do?
If you’ve contacted us by phone, the confirmation number may be too long to register correctly. Instead, go to the Help Centre. If you’re already talking with a Customer Service agent, let them know this is an offer facilitated by a partner company, or a Partner Offer.”
It also states that customers cannot change booking dates, guest names or email addresses, that these bookings are excluded from We Price Match, and that bookings made while signed out cannot subsequently be added to a customer’s account. This raises questions about whether consumers are sufficiently informed of these differences before booking and who they should approach for refunds or complaints! The involvement of another company does not automatically remove Booking.com’s own legal obligations. Its responsibility will depend on its contractual role, what it tells consumers and how it handles the booking.
Can you claim replacement accommodation and other losses?
Follow the advice in What to do if Booking.com accommodation does not exist or has closed? above. Itemise and evidence any losses and costs. Whether consequential losses are recoverable will depend on a variety of things such as details of the contracts, the responsible party, what was foreseeable, how things were mitigated and applicable UK law.
Getting a refund if the seller or Booking.com refuse a refund
If you paid by credit card or debit card, contact your bank. See How to claim refunds using credit and debit cards, Consumer Credit Act 1974 for more detail and requirements. The bank is jointly liable for purchases over £100 for a Section 75 refund on a credit card and the voluntary Chargeback scheme if under £100 or on debit card. If they refuse, take the matter to the Financial Ombudsman.
Can you report Booking.com to anyone?
Reporting Booking.com to Trading Standards
You can report to Trading Standards through Consumerline which will pass information about complaints on to Trading Standards to collates reports for its consumer protection work.
Reporting Booking.com to the Competition and Markets Authority (CMA)
The CMA deals with unfair commercial practices. You can report a company at Contact the CMA who gain intelligence on companies to inform decisions and whether to investigate. The more people who complain about Booking.com the more likely it is that the CMA may investigate. It also has enforcement powers, so can impose fines.
Reporting Booking.com to the Information Commissioners Office (ICO)
The ICO regulates data protection and you can make a complaint there if Booking.com has failed to protect your personal information. Report first to Booking.com as above providing details of how the breach has affected you and ask for details of what safeguards existed, what will be put in place and what it will do to put matters right.
Under the General Data Protection Regulations companies must report a breach to the ICO within 72 hours of discovering it, if it’s likely to pose a risk to people’s rights and freedoms. If the risk is high, those affected must be informed. Not all breaches are reportable.
Reporting Booking.com to Report Fraud
You can report fraud to Report Fraud which collates information for police forces and supports victims of financial crime.
The above helps organisations and it is worth doing so these bodies can build a picture. They can not help you get a refund. Consumerline can provide advice on how to get your money back.
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. Criminals have used compromised accounts or booking information to send convincing but fraudulent emails about their bookings. Booking.com have refused to say how many accounts were compromised.
Fraudsters may know your real hotel, travel dates and booking reference and demand urgent card verification or additional payment. Knowing those details does not prove a message is genuine, even if it appears in a booking-related conversation. Do not use an unexpected payment link. Check the booking terms through your account and contact the accommodation using independently verified details. If you have entered card details on a suspicious page, contact your bank immediately and secure your accounts.
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 video outlining some of the issues and how to protect yourself.
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:
Which? undertook research that showed nearly one in 10 Booking.com users had had received a scam message. The scam crisis on Booking.com
Complaining about Booking.com in the media
See Booking.com complaint: A case study. I was on 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.)
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.
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
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!
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
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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!!!