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Booking.com complaints

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800 Connecticut Avenue 4th Floor
Norwalk, CT 06854 | Get Directions

(888) 850-3958

http://booking.com

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Total Amount in Dispute:
$203,820.00

Total Amount Settled:
$2,330.00

Complaint Experience

49%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

120 complaints against Booking.com closed in last 3 years.

Complaints	Type of response
4	Making a full refund, as the consumer requested
1	Making a partial refund
23	Agreed to make an adjustment
0	Refusing to make an adjustment
34	Refuse to adjust, relying on terms of agreement
58	Unanswered

120 complaints against Booking.com

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4/23/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $10.00 Amount Settled: $0.00

Customer Complaint

4/5/2024

I had a listing on booking dot com. Someone booked the room for two nights. They never showed up and therefore never paid. I marked it as a no show. Booking.com is lying saying that I never marked it as a no show. They are now demanding a commission of ten dollars from me. The money doesn't exist. This is very fraudulent of booking.com Resolution Sought I want them to dismiss the invoice. It shouldn't exist and I owe them nothing. They are trying to rob me.

Company Response

4/11/2024

Dear Business Partner, We are sorry to hear about your dissatisfaction, however please note that we are only to address claims coming from Customers and not from Business Partners on the Business Consumer Alliance (BCA) platform. The reason why you are not classified as a Customer but a Business Partner is because you are an individual business who we work with in order to advertise your services to other individuals, to whom your advertised product is intended to. Those are the individuals that are referred to as consumers/customers, since they are the end-users of a product or service that your business is offering through our intermediary platform. For the reasons stated above and since you are a business, we are unable to discuss this matter over the BCA platform and this review. In order to discuss this matter further, we kindly advise you to contact us through your Extranet and we will be glad to assist you. Please accept our apologies for any inconvenience or disappointment this situation caused. We sincerely hope (and trust) that we have informed you sufficiently. Kind regards, Booking.com Customer Service

3/13/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $387.26 Amount Settled: $0.00

Customer Complaint

2/28/2024

I was fraudulently charged $387.26 on my debit card by BOOKING.COM and there is not any customer service to assist and there is no security against credit/debit card fraud Resolution Sought Remove the charge. Shut this business down !

Company Response

3/1/2024

Dear John, Thank you for bringing this matter to our attention. We are sorry to hear about your experience. Your feedback is important because it helps improve services and future travel experiences. When you make a Booking, it’s directly with the Service Provider (the accommodation). We’re not a ‘contractual party’ to your Booking and therefore not responsible for the experience you had with the Service Provider. As an intermediary, any exception to the booked policy has to be approved by the accommodations directly to Booking.com. Kindly note that any decision to offer a modification of the original booking terms or a refund is at the discretion of the accommodation and not of Booking.com. We can advise with the reservation in question was made on 25 Feb 2024, 04:58 CET, and is in the past. We can confirm that their is no communication received by Customer Service regarding this charge and your issue. If you think this requires a second look on your case, kindly reach out to Customer Service with your request along with the Booking.com's confirmation Number(10 digit code) and 4 digit PIN code and a summary of the issue including an official bank statement reflecting the charge in question and they will be able to assist you further. You are welcome to contact Customer Service via the App or your via your Booking.com account. We hope (and trust) to have informed you sufficiently. Kind regards, Booking.com Customer Service Team

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