Review Time
I've been meaning to leave feedback of my recent experience with Booking.com, but I just had to take a moment to understand and realize that even in these days, in 2026, you can easily get scammed by big companies. Everything started when I booked a trip to Romania with two of my colleagues for three days. We rented a car through bookings website and when I went to pick up the car in the morning, I was told that I cannot collect the car because my credit card, which had a limit of £5,000, was not accepted in Romania by the third party rental company.
ONLY BECAUSE the printing on my card, it was no longer 4D, as in like "embossed" I think this is how they call it, when I card has the 4D printed on the card letter and numbers....
I tried to explain to the third party, which we've rented the car through bookings, that UK has changed all their cards back in 2022, so there is no longer a bank in the UK that issues a card that you can see the letters and the numbers on the credit cards. The person with who I was speaking to, they said that there are still people having the same card. I've tried to explain that their card is due to expire, and at some point no one will ever have this. So I called Bookings and I tried to explain to them that I am unable to pick up the car because the terms and conditions that the third party were no longer valid for UK citizens and residents. So I told Bookings I'm happy to lose the £6 rental for that car for the four days we re-rented the car, but I'd like to get my insurance back, which is £70, an insurance that I've never benefited from it, and also advise Bookings that they should review their terms and conditions because that term, one of the terms that they mentioned, should no longer be valid in their policy. So the lady on the phone that I spoke with, she said that she can't do anything about it, those are the terms and conditions, which those terms and conditions are supposed to be seen by logging into another app in order for me to see those terms and conditions. So they weren't actually in my confirmation of a booking. On the side of that, even if it would have been on the confirmation of a booking, I am in a position that I've been charged for an insurance that I've never claimed and I've never used. Because Booking never updated their terms and conditions based on the UK latest legislations and latest information. So I wanted to let this experience on here so everybody from a resident in the UK to be aware that if they do not have a card that has their numbers and their names printed 3D, like the old style, they will not be able to pick up a car with bookings.com. And most probably, Romania will not be the only country. I'm sure there are other countries that they still have their old terms and conditions that they need to revise. I am about to take this further down because it's unacceptable for me to have my holiday ruined and also to be charged because they do not like to take the responsibility for this experience, horrible experience.
My wife and I just returned from an incredible 2-month journey in Italy. We utilized a platform to discover and reserve all our accommodations. The property details were precise, and we thoroughly enjoyed every stay. We strongly recommend this service for your travel requirements.
My experience with the platform was disappointing, not due to the hotel itself, but because of the handling of customer support. During an active stay, we contacted them with specific questions regarding guest safety and the accuracy of the property description, as well as an additional charge that was not clearly explained. While they initially responded to neutral inquiries, communication effectively stopped once we raised safety concerns. Despite repeated follow-ups and a declared response timeframe, we did not receive a clear written position on these issues. Instead, we received automated messages asking for information we had already provided multiple times, which gave the impression of procedural delay rather than resolution. For a platform that claims to be a trusted intermediary, the lack of transparency and timely responses regarding guest safety and unexpected charges is concerning. This experience showed that when issues become sensitive, customer support may prioritize risk avoidance over clear communication.
My experience with the platform was disappointing, not due to the hotel itself, but because of the handling of customer support. During our stay, we reached out with specific questions regarding guest safety and the accuracy of the property description, as well as an additional charge that was not clearly explained. While the platform initially responded to general inquiries, communication effectively ceased once we raised concerns about safety and accountability. Despite multiple follow-ups and a promised response timeframe, we did not receive a clear written response. Instead, we received automated messages asking for information we had already provided several times, which created the impression of procedural delays rather than resolution. For a service that positions itself as a trusted intermediary, the lack of transparency and timely responses regarding guest safety and unexpected charges is concerning. This experience highlighted that when issues become sensitive, customer support may prioritize avoiding risk over clear communication.
I want to formally express my dissatisfaction with my recent stay at the hotel booked through a travel platform. First, the customer service was inadequate and unprofessional. Essential hotel amenities were missing upon check-in, such as slippers, complimentary coffee or tea, and only one bottle of water was provided for three guests in the room. We specifically reserved two king-size beds with a sofa, but only received one king-size bed and a chair, which did not align with our booking details. Additionally, only one towel was supplied, and we had to ask for more. There was also no tissue available in the living area, and when I requested some, the staff only provided toilet tissue. Upon arrival, the internet was not functioning, and we were told it would be fixed in 10 minutes, but it took over an hour. On the third day, we were informed that no more complimentary drinking water would be provided, even though it is normally given daily. Given the high cost of the stay and my extensive history with the platform, this experience was completely unacceptable. I paid appropriately for this stay, and the hotel was aware of the number of guests, yet they consistently provided amenities for just one person. This was the worst hotel experience I have had, especially in a foreign country, which added to the stress. I hope the platform will take this complaint seriously and act accordingly.
I was promised a full refund for a property I booked, and they agreed to it. However, I received less than 50% in booking credits, and they claimed they couldn't do anything further. Each time I called, the call dropped after 10-15 minutes of waiting. This has been the worst experience I have ever had.
Customer service refused to assist with a refund related to a medical issue. They insisted it was the hotel's responsibility, while the hotel claimed it was up to the platform. Both parties were stuck at an impasse, keeping the $295 despite it being a genuine medical concern. I advise against using this platform.
I booked flights to Australia via the platform and paid with my credit card. After organizing taxis to the airport, I received a text over an hour later stating my flights were canceled without explanation. When I tried to book with another airline, my credit card was declined because the platform was holding my funds. I had to borrow money from a family member to book with a more reliable company. It's been over 29 hours, and the money is still not back on my card—apparently, it could take up to 5 days.
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