Business Profile
Hotel Reservation
Booking.com USA, Inc. (Part of Booking Holdings, Inc.)Headquarters
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Complaints
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/12/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
My Complaint is with Booking.com over a charge for a Hotel stay that we cancelled at the front desk with the clerk within a couple of hours of making the reservation The Date was 11-13-24 The amount I was charged on my credit card was 232.00$The Booking.com Account is under my Wifes email account listed below Just to give you some background We were in *********** because one of our middle children was getting married The kids decided they wanted to stay an additional night so we granted their wishes ********* had 1 reservation left so we accepted it but another room opened up and our kids had a pet so that room would work better for them I spoke with a Supervisor at the hotel because I was concerned about being charged 2X since I made a reservation and cancelled a reservation in a short period of time She said the 1st reservation was cancelled so I shouldnt be charged for it but Booking.com still charged my credit card My wife sent a message to Booking.com and never received any correspondence back which was really disappointing and frustrating to me I was looking at my credit card recently to see if the money was ever refunded or returned and it wasnt ********* clerk and Supervisor said it was cancelled so I shouldnt have been charged I believe the hotel staff did the right thing but I believe Booking.com is just being greedy at this point I cant just sit by anymore and remain quiet This is wrong on several levels The reservation was cancelled by the hotel within a couple of hours so I shouldnt have been charged period I want some resolution help with this problem please Thank you,***** ******Initial Complaint
02/12/2025
- Complaint Type:
- Billing Issues
- Status:
- BBB unable to locate business
Attention: ************ the 22nd of January 2025, ******* ******* booked my apartment, for 10 days on booking.com platform, with Reservation number: **********, for $963. I didn't get any payment with the notion that booking.com will process his credit card on their platform and credit me, using my banking information on their platform.I called booking.com numerous times and they never bothered to return my call. I kept pleading that I need assistance because it's the first time of using their services. When I checked on the app, it says that the credit card information is verified but I can't access it. I told them that I don't have credit card processing device.I was connected to another department that promised to process the payment on my behalf. I was never told that cash payment option was the payment method saved on my app, and that was what they told me after 9 days of calling, emailing and finally having no means of getting my money, and don't forget that they have my account information and guest credit card information. They confirmed that they have access to my communications with the guest. How he proved that his credit card was charged, and they kept mute. I had the opportunity of recovering my money from the guest after the 9th day, when I locked him out and they intervened that the guest cancelled due to their system error. The guest succeeded in carrying out his dubious game and escaped without paying, now it's booking.com responsibility to pay me. I have been emailing them without response, and when I call them, they pretend there's a network issue and hang up on me. I need your urgent mediation to recover my $963.Regards,****** **********.Customer response
02/12/2025
Here is booking.com cooperate headquarters address: *****************************************. Their phone number is **************.Initial Complaint
02/12/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
I booked a room with double beds at ************** in *********** 2/6-2/10 confirmation# **********. I want to say this is the worse hotel ever. This hotel should not be on a booking site. We moved rooms 2x to still have the same horrific nasty room. The bathroom toilet top was brown not white brown. Iam so disgusted with the hotel period. I paid a good amount of money to have a clean hotel. The lamp shade looked as if someone urinated on it. The sink k**** was filthy. The floors was nasty. The entire room was nasty. I left a lengthy review as well.Initial Complaint
02/12/2025
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
To Whom It May Concern,My husband, our kids and myself took a vacation trip to **********. We booked ********************************* for our stay from 1/9-1/11/25 for a total of $549.18. On the evening of 1/8/25 there was a hurricane and torrential rain in the Arenal area with downfall trees which caused the road from ********** to Arenal to close. We were coming from the *************** area, which made it impossible to travel to this area and stay at this hotel.On the evening of 1/8/25 I messaged the hotel and booking.com asking for info about the weather conditions there. I received no answer on that evening and so on the morning of 1/9/25 at 6.30am I emailed and texted the hotel as well as calling booking.com and messaging them that we wont be able to make it there with small kids due to such severe weather conditions.The hotel refused to not charge us and refused to give us any credit even. Please see below information that the road to drive there was closed.***************************************************************************************************** ask booking.com to refund our lost expenses of $549.18 due to the hurricane. They haven't answered us at all and we received poor and no customer service.Thank you!Initial Complaint
02/11/2025
- Complaint Type:
- Order Issues
- Status:
- BBB unable to locate business
On Februrary 2, guest make reservation for June.On Februrary 6, I was inform by the municipal license staff that my short term license was revoked and that I can not do short term. I immediately inform the guest and booking.com that I can not provide accommodation due to license issue and had my listing closed.After sending multiple message to guest to asking them to cancel the guest free of charge and get full refund, the guest still has not reply back and did not cancel the reservation.I even try calling but no one answer the phone.I got inform by booking.com that i need to provide alternative similar or better place for guest to stay and they will invoice me for the price difference. I set my place really low to attract guest and good review. It is unfair that I have to pay for guest's new place when I need to cancel due to an unexpected, out of my control cause and that the date of stay is 4 months away. This is not double booking nor last minute cancellation.Initial Complaint
02/11/2025
- Complaint Type:
- Order Issues
- Status:
- BBB unable to locate business
I seach an booked a room a bit was to expensive so I decided to cancel an was overcharged 3 times an then instructed to go to ******* to do it again. Upon checking out at both sites I was. Aware of 5 recipet an multiple email stating the charge a confirmation and. Codes an. Itinerary. For transactions. On multiple. Different avenue. I just my credit cards. ******. As. Original charged cards balance placed reverse an. Cancel charges remove an refund an all charge be reversed immediately I have suffered extremely high stress levels and now have even trauma news per my physical. Exam. Dye to stress levels so high has caused a mass to. Grow. In an extremey on my person. I wish to be contacted from this scam lords and all my funds be immediately reimbursed please.Initial Complaint
02/10/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
Every time I book with Booking.com, they will show a price when I search for a hotel for specific dates. Then when I click to confirm the booking, the price listed goes up. I know they say prices shown are an estimate but it is false advertising and is not only annoying, its a slap in the face to customers. Weve done research to find the best price and whats being shown by Booking.com is not the amount theyll actually find you the booking for. Many people will just book anyways, at the higher price than listed, because they obviously need the accommodation, but Im done. I did not use booking.com this trip, and I dont think I will again. Its disgraceful. There is nowhere to leave a review of the company so Im writing here. They are a very large company that began with being a really good option to find slightly better deals. People still use them because theyre reputable and people trust them, but this type of thing makes me feel like theyre scammy and abusing their power.Initial Complaint
02/10/2025
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
BOOKING.COM ABSORBED AND KEPT $80.08 DOLLARS ON A RESERVATION AEDFUZ THAT ************* ALLOWED 1 CHECKED BAG FOR FREE, BOOKING.COM WILL NOT REFUND OR CREDIT MY MOM'S CREDIT CARD. HOW CAN THEY ******* MY 85 YEAR OLD MOM? ITS INCONCEIVABLE. .MADE SEVERAL ATTEMPTS AT GIVING A FULL EXPLANATION OF WHAT TRANSPIRED AND WAS IGNORED AND REFUSED TO GIVE MY MOMS A REFUND BACK TO HER CARD. ************* WAS ALSO NOTIFIED OF THIS AND SAID UNLESS BOOKING ADD THE SECOND BAG, ************* ,THEY WILL NOT HONOR NOT EVEN THE RECEIPT FOR WHICH WE PAID FOR. WE REQUEST A QUICK RESOLUTION. THANKSInitial Complaint
02/10/2025
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
I booked a room on the 31st jan-03feb at ************ and suites. They didnt mention that it was across the street from a an amusement park or that there would be thin walls where throughout the night I could hear the people in the room next to me fighting. Numerous times that night I tried to contact the front desk and was repeatedly told by both the male and female employee that *** was not working. I woke up the next day and found that the elevator was not working as a disabled person I was unable to get to my room and instead opted to book a different hotel. I contacted the front desk and notified them that the elevator wasnt working. They said they were working on it. I said I was going to have to get a different room if the elevator wasnt fixed and was told do what you want I then attempted to contact Booking.com after an hour on hold on I hung up. The last day of my trip I found that the hotel had not checked me out when they sent me a reminder that I needed to check out so I went back over and checked out of my room. I asked to speak with a manager, went over all of the issues with my stay. I was again told by a member of their staff they had no manager on duty but theyd let her know. I contacted Booking.com when I got home and they informed me they would file a complaint and get in touch with the manager. The manager did not respond. Ive contacted Booking.com 7 times and t he hotel 10 to 15 and each time Im told there is no manager and given various locations that she might be which I also call who state that she is not there. I would like a refund for the Saturday and the Sunday night that I was unable to stay in this hotel and a partial refund for the first night that I stayed in the hotel because the room reeked of smoke, there was so much noise and the room looked nothing like the pictures.Initial Complaint
02/10/2025
- Complaint Type:
- Customer Service Issues
- Status:
- BBB unable to locate business
Urgent: Extranet Access Locked Due to Location Verification Dear Booking.com Support,I am extremely frustrated with my ongoing inability to access my extranet account due to a pending location verification for the property I started listing in August 2024. I urgently need access to continue the listing process for this property and to add my two other properties. Since I only visit these properties once per year, resolving this issue immediately is critical, as I am flying there this week.I have called over 40 times in the past 10 days, yet I have only received a callback about 25% of the time. When I do get a callback, I am frequently disconnected mid-call and then have to start the process all over again. This has been incredibly frustrating and has made it nearly impossible to make progress.I need immediate assistance to resolve this issue. Please escalate this matter and provide a direct point of contact who can ensure that this gets handled without further delays.I appreciate your urgent attention to this *********** regards,****** ****** *************** Booking ID (of property waiting to be verified) ******** The Summertime Bayou Houseboat
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Contact Information
Customer Complaints Summary
4,552 total complaints in the last 3 years.
1,821 complaints closed in the last 12 months.
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