Booking.com is one of the largest online accommodation booking platforms, providing a huge inventory of hotels, holiday rentals, and other lodging options. With millions of bookings processed every day, problems are inevitable. When issues arise with your reservation, you may need to file a complaint with Booking.com to resolve the matter.
Understanding the complaint process and knowing what to expect can help you get a fair resolution efficiently. This article provides a step-by-step guide on how to submit a complaint on Booking.com and follow up effectively.
What is the Complaint Process?
When booking accommodation through Booking.com, you enter a contractual agreement with the property or host, not directly with Booking.com. The Booking.com site is merely a third-party facilitator. However, Booking.com provides customer support and acts as an intermediary in resolving issues between guests and accommodation providers.
What to Expect
Booking.com aims to respond to all complaints within 2 business days. Initial responses often include requests for more information or updates on the status of your complaint investigation. Simple issues may be resolved quickly via email or chat support. More complex complaints require further investigation and typically take 2-3 weeks to finalise the outcome.
The resolution of your complaint will depend on the nature of the issue and the accommodation provider's response. Common outcomes include:
Apology and explanation from the accommodation provider
Partial or full refund of your booking amount, such as a refund of a cancellation fee
Travel vouchers for future bookings on Booking.com
Correction of any erroneous charges
Rebooking or alternative accommodation arrangements
No action taken due to a lack of violation of Booking.com policies
Booking.com will inform you of the decision and facilitate any agreed resolutions between you and the accommodation provider.
Most Common Reasons for Complaints
Some of the most frequent complaints about properties on Booking.com include:
1. Incorrect Charges
Being charged higher rates than the confirmed booking, a cancellation fee when the listing stated no cancellation fees or free cancellation, or additional mystery fees added during or after your stay. Booking.com will investigate discrepancies and facilitate refunds if a charge was unfair or unauthorised.
2. Booking Errors
Issues like overbookings, reservation cancellations without notice, or booking the wrong dates for your stay. Booking.com will work with you and the accommodation provider to identify solutions, which may include rebooking for a new date, refunds, or alternative accommodation arrangements.
3. Poor Accommodation Conditions
Problems like dirty rooms, broken amenities, construction noise or other inconveniences that diminish the quality of your stay. Booking.com may request photographic evidence to validate and check complaints. If confirmed, they can facilitate partial refunds or travel vouchers as compensation.
Additional reasons for complaints include the following:
False Advertising: The property amenities, room sizes, views, etc did not match the descriptions and photos on the booking site. This can lead to guests feeling misled about what was booked.
Noise Complaints: Loud noises from nearby rooms, hallways, construction, traffic, etc that disrupt sleep and enjoyment of the property.
Safety and Security Concerns: Faulty locks, lack of lighting, harassment from other guests or staff. Any issues that make guests feel unsafe during their stay.
Poor Customer Service: Rude or unhelpful staff, very slow housekeeping response times, concierge unable or unwilling to address guest issues.
Maintenance & Functionality Problems: Non-working appliances like AC units, showers, or electronics. Outages of utilities like power, hot water, or internet. General disrepair and functionality issues.
Accessibility Issues: Lack of accessibility features like ramps, elevators, or rooms suited for guests with mobility challenges, despite being advertised.
Smoking in Non-Smoking Rooms: Guests being placed in designated non-smoking rooms that smell of smoke residue.
Pet Policies: Pets being allowed despite the listing specifying a no-pets policy, or vice versa. Restrictive pet policies not clearly outlined beforehand.
Parking Problems: No parking available despite the advertised on-site parking. Parking fees much higher than described. Difficulty parking large vehicles.
Steps to File a Complaint
Follow these steps when you need to submit a complaint to Booking.com:
Step 1: Contact Customer Service
Locate Booking.com's customer service contact details online or in your booking confirmation email. You can reach them via:
Phone - Country-specific helpline numbers are available on the Booking.com website and in emails.
Email - Submit written complaints to the customer service email address provided.
Live Chat - Log into your account and use the 24/7 live chat function.
Phone or live chat are recommended for urgent issues needing real-time resolution. For less pressing matters, email may be more convenient.
Step 2: Gather Necessary Information
Have these details ready when contacting Booking.com:
Booking reference number - Found in your reservation confirmation email.
Dates of your stay - So Booking.com can pull up the correct reservation.
Description of the issue - Explain what happened clearly and concisely.
Supporting documents - Bills, invoices, photos or screenshots as relevant evidence.
Step 3: Submit the Complaint
Clearly explain the complaint, providing key details like what happened, when, how it impacted your stay, and your desired resolution. Remain calm and stick to the facts. Send any supporting documents that validate your experience. Avoid emotional outbursts or exaggerated claims, as these undermine your credibility.
Booking.com will register your complaint and initiate the resolution process with the accommodation provider.
How Long is the Response?
Expect an initial response from Booking.com within 2 days acknowledging receipt of your complaint. Simple issues may be resolved within this first response.
For more complex matters requiring investigation, allow 2-3 weeks for Booking.com to reach a final decision. If you don't hear back within the stated time period, follow up via phone or email.
Escalating Your Complaint
If your complaint remains unresolved after following up, request to escalate the matter to a customer service manager. Explain in detail why you are unsatisfied with the current response and outcome. Provide clear examples of how your concerns have not been adequately addressed. Politely restate your desired resolution and why you believe it is fair given the inconvenience or financial loss you experienced. Highlight any new information or perspectives not considered previously. Ask what additional steps the manager can take to investigate the matter more thoroughly and work towards a resolution.
Managers have more authority to issue refunds, travel vouchers or other recourse when appropriate. Be persistent yet polite when escalating your case, and demonstrate how escalation is needed to achieve a satisfactory outcome in this instance. With persistence and evidence, the manager may be able to resolve an issue that frontline staff could not.
What Should I Do?
If you've exhausted Booking.com's internal complaint process without a satisfactory resolution, consider seeking external assistance.
External Help
If Booking.com is unable to provide a satisfactory resolution, there are external entities you can contact to apply additional pressure and seek recourse:
Consumer Protection Agencies - Most countries have government consumer protection agencies you can file complaints with regarding unfair business practices. They have authority to investigate company violations of consumer rights. For example, in the UK, you would contact Trading Standards.
Online Review Sites - Post detailed negative reviews about your experience on third-party sites like Trustpilot and TripAdvisor. This public feedback compels online travel companies to take action to protect their reputation. Include facts, evidence and your interactions with Booking.com customer service. However, avoid false claims or profanity which can get your review deleted.
Social Media - Share your complaint on Booking.com's social media pages like Facebook and X. Public posts can spark swift responses and questions as companies want to contain public relations damage. Tag the company and use relevant hashtags. Keep communication civil and truthful.
Media Outlets - For systemic company issues, traditional media investigations bring heavy scrutiny. However, individual cases are rarely picked up. You can try approaching consumer advocate segments on TV news shows or newspapers. But manage expectations as most won't cover singular instances.
Legal Advice
Seeking legal advice is recommended if:
Your financial losses are substantial enough to warrant legal action. Quantifiable monetary damages above a jurisdiction's small claims limit often require filing official lawsuits.
You believe the company violated legal protections like breach of contract, false advertising or failure to rectify damages. A lawyer can examine if you have actionable legal claims against Booking.com or the service provider.
You experienced severe harm due to negligence or hazardous conditions during your stay. For example, injury from safety risks like faulty electrical wiring or illness from unsanitary room conditions.
Booking.com refuses to cooperate or communicate with you regarding the complaint. A strongly worded letter from a lawyer can compel responses.
You want an objective expert assessment of your options before proceeding. Lawyers provide confidential consultations.
First research consumer law firms specialising in the hospitality and travel industry. Narrow them down based on experience, fees, and client reviews. Schedule consultations to discuss your rights and options. Hiring a lawyer sends a serious message and shows you're willing to escalate the matter to get a fair resolution.
Last Words
Booking.com provides an internal complaint process to help guests resolve issues with their reservations. By promptly contacting customer service about Booking.com complaints, providing key details and evidence, and following up persistently, you can increase your chances of getting a fair outcome. Seek external assistance if needed, and consider legal advice for serious unresolved complaints. Clear communication and persistence are key when dealing with accommodation booking platforms.
