Booking.com: Hotels & Travel 4+

Exceptional Service Every Time

I usually don’t do reviews, who has the time? I am moved to provide a review for Booking,com as it may well be one of a very few experiences I’ve had in which the services provided far exceeded the expectations. Every encounter I’ve had has been quickly and appropriately handled with professional courtesy and superior results. Whether the property didn’t show my reservation, or was not at all as was described such that it appeared unsafe to remain, or the hotel clerk was unacceptably rude, the folks at Booking were quick to ensure we were properly accommodated at the property or provided an alternative accommodation elsewhere that exceeded the original booking in value but refunded the difference in price. I am impressed by the genuine concern shown when a customer needs help. This was all before I had reached genius status, in which I am now entitled to a prioritized customer service experience, which I cannot believe is possible as I have never been on a call for more than 5-10 minutes having all issues resolved. I am genuinely grateful and impressed by this company.

Comfort Inn and Suites

We won’t ever stay here again. First off, I reserved a King Suite. They gave me a double Queen. I called the front desk and the little gal lied to me about the computers going down , so she couldn’t check. She then said well, you paid so your problem. Ok, so I check the room. We have a broken main outlet ( exposed wires too) and the three outlets on the wall were out. Major OSHA issue. I go in person to the front desk to change rooms , since now they put a room full of partying neighbors next to us.
Now, I’m getting the room we originally reserved ( really).Our 2nd morning, No water ( the water pump is broken). Now we have a toilet that filled with dirt and sediments after it was fixed. We leave and return to no maid service was done to clean it, no fresh towels, no room coffee given. Simple things I paid for. Had to go find a maid cart and replace everything myself, since that what the young man at the front desk said to do ( another really). I also was also shocked to come upon a manager being very rude with her front desk person while the lobby was filled with patrons waiting for their bagged breakfast like she couldn’t put the customers first. In all my years of hotel stays, this by far was the worst experience ever. I’m getting up in my years and had a tough time changing the rooms by myself, hunting down towels and coffee , going to the front desk for way too many things. Oh, yeah they deactivated my room key. Had to fix that too😢

Developer Response ,

Hi Disgruntled Sohnrey and thank you for letting us know about that. You can leave your review of the hotel from our App menu : "Bookings" or contact our 24/7 Customer Service and we will be happy to send you the hotel review questionnaire. Kindly find our contact details by clicking on the ‘Customer Service help’ option from the menu of our app.

Booking is a fraud

My parents made a reservation at a hotel in Winchester, England, then cancelled on time to not get charged, per the terms of the reservation. They received an email confirming it was cancelled and that no charge will be made. To their surprise, one week after the cancellation they got charged the full amount of €240 a night. Then the nightmare began. Calling booking customer was a horrendous experience. Every person picking up the call would tell us a different story. They would say they did not charged it, or that it corresponded to another reservation (which it didn’t), or they would acknowledge it was a mistake and that they had to wait. We also called the hotel which confirmed that on their end they never charged us and therefore it had been Booking making the charge. After one month of about 17 calls with Booking customer service and sending bank documents to proof that the reservation had been charged to their bank account, finally my parents bank was able to present a complaint to Visa, providing all the documents, and they received the refund that Booking would deny them over and over again. This was an absolute fraud on the part of Booking and my family members and myself will never use this app again, period. There are lot of people in travel forums sharing similar experiences. Bye bye Booking.

Developer Response ,

Hi GajSuntra, we are sorry to hear that your experience was not satisfactory. We are always here to help and our Customer Service team is available 24/7. Please get in touch with us and we will be happy to assist you. Kindly find our contact details by clicking on the ‘Customer Service help’ option in the menu of our app, we'll be glad to look into this for you.