CB Travel Agencies and Tour Operators Booking.com Complaints #2-21

Booking.com review: Booking.com accommodation reservation and customer service, Booking.com failed reservation and unacceptable customer service handling

Beáta Masa of US

Jun 15, 2026 9:05 am UTC

Verified customer

Featured review

I am filing this public complaint after weeks of unsuccessful communication with Booking.com regarding reservation [protected].

My issue is not only the failed reservation itself, but also the extremely poor handling of the case by Booking.com customer service.

The original problem:
- I had a confirmed and fully paid reservation through Booking.com.
- Upon arrival, the accommodation could not honour the reservation.
- We were forced to relocate multiple times during a major festival weekend.
- This caused additional taxi costs, meal and breakfast expenses, loss of time, stress, and significant inconvenience.
- The replacement accommodation was of lower quality than the original booking.

The customer service problem:
Since reporting the incident, I have been handled by multiple different agents, none of whom appear to properly understand the case history.

I repeatedly received promises that someone would respond within 24 hours. These deadlines were repeatedly missed.

Even worse, the support chat was automatically closed due to “inactivity” while I was waiting for Booking.com to respond.

The most concerning part is that one customer service agent incorrectly treated a 6,505 HUF promotional Booking.com reward as compensation for my complaint.

This amount was NOT compensation.
It was a pre-existing promotional reward (Travel Credit) attached to my reservation at the time of booking and was already due after completion of the stay.

This demonstrates that Booking.com agents are not properly reviewing the case before responding.

At the time of writing this complaint, weeks have passed and the issue remains unresolved.

I expected significantly better service from Booking.com, especially as a long-time Genius Level 3 customer.

I am requesting:
- proper review by a senior complaint specialist,
- actual assessment of my financial losses,
- and fair compensation based on the documented damages and inconvenience.
I am publishing this complaint because repeated private attempts to resolve this matter with Booking.com have failed.

Claimed loss: To be documented and submitted upon request (transportation, breakfast, meals, and related expenses)+ compensation for inconvenience and service failure

Desired outcome: Full case review by a senior complaints specialist, proper compensation assessment based on documented losses, and a formal written response

Confidential Information Hidden: This section contains confidential information visible to verified Booking.com representatives only. If you are affiliated with Booking.com, please claim your business to access these details.

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Booking.com Contacts

Booking.com phone numbers

+44 203 320 2609

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8%
Confidence score

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Belgium

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Denmark

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Finland

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France

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Germany

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Italy

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100%
Confidence score

Portugal

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Switzerland

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China

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33%
Confidence score

Malaysia

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Philippines

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Singapore

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14%
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South Africa

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60%
Confidence score

UAE

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Mexico

More phone numbers

Booking.com emails

customer.service@booking.com

100%
Confidence score: 100%

p.downham@booking.com

Booking.com address

Herengracht 597, Amsterdam, 1017CE, Netherlands

Booking.com social media
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Jun 15, 2026
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