Booking.com

[BoniO]

Clearly non-football but thought I’d share my latest, and last ever, experience with them - it’s that bad.
Booked an apartment with them - then received a text asking for £500 refundable damage deposit or £40 non-refundable waiver plus they wanted a photocopy of my passport. The text came from a 3rd party called Superhog - this company has awful reviews on the net. I wasn’t going to pay or supply my passport details so didn’t stay at the apartment.
Basically, Booking.com is fronting Airbnb properties but once they have your money they take no responsibility for what happens next. Tried to get my money back as the property was mis-sold and, in short, Booking.com did not give a toss.
I’ve previously used Booking for dozens of stays but no more. On investigation they have a long history of screwing over customers, have been found guilty of marketing properties in the West Bank and even investigated for money laundering linked to War Crimes.
Just thought I’d share as they are a particularly scummy company and maybe this might put someone off from using them.
Apologies for long post.

[Dunners]

Booking.com is just a third party booking platform. None of the accommodation offered is directly owned and/or managed by them. The same applies to all of the other web-based booking platforms (including Airbnb). They act as a marketplace for property owners/managers to advertise, and then charge them a fee per booking.

It's fine to use these platforms to search for suitable properties. But, ideally, you should then try and locate and contact the actual owners/managers and book directly through them. You'll often find it is cheaper that way, they'll show preference to you as a customer, and you're dealing directly with them if anything goes wrong.

[Monkey Boy]

I booked a trip with them for the other arf and me,long story short the airline changed not only the time but the airport. Trying to get your money back off of them was impossible so then went through my credit card company and they sorted it. Be very aware of booking.com. Not to be trusted imo.

[BoniO]

Booking.com is just a third party booking platform. None of the accommodation offered is directly owned and/or managed by them. The same applies to all of the other web-based booking platforms (including Airbnb). They act as a marketplace for property owners/managers to advertise, and then charge them a fee per booking.

It's fine to use these platforms to search for suitable properties. But, ideally, you should then try and locate and contact the actual owners/managers and book directly through them. You'll often find it is cheaper that way, they'll show preference to you as a customer, and you're dealing directly with them if anything goes wrong.

Absolutely. Always known this but their behaviour has opened my eyes to just how scummy they are. Up the O's.

[Give it to Jabo]

How about Secret Escapes? Any better? Past experiences have been good.

[Long slender neck]

All just agents/middlemen arent they?

[Dunners]

Yep.

When something goes wrong, you're then having to deal with a party who has no control over anything (the flight or accommodation). You've just inserted an extra layer of complexity to the whole experience.

And if you need to claim a refund off a third party booking site, you'll usually find that they are then having to claim their refund first (if applicable) off the actual owner/manager. That means you're stuck behind that extra layer of administration and money handling before you get any outcome yourself. Booking.com are hardly going to give you money back until they've secured their own refund first, are they?

[BoniO]

Yep.

When something goes wrong, you're then having to deal with a party who has no control over anything (the flight or accommodation). You've just inserted an extra layer of complexity to the whole experience.

And if you need to claim a refund off a third party booking site, you'll usually find that they are then having to claim their refund first (if applicable) off the actual owner/manager. That means you're stuck behind that extra layer of administration and money handling before you get any outcome yourself. Booking.com are hardly going to give you money back until they've secured their own refund first, are they?

A reputable company wouldn't be doing business with badly run Airbnb's. In my case, the property had an owner - who subbed management to a company called Pass the Key - who subbed the admin (money and data requests) to Superhog - then there was Booking.com - then the poor customer. Five layers and a ridiculously complex business model. Secondly, Booking.com most definitely could and should be offering refunds regardless of whether they'll get the money back downstream. They are the front and the point of contact with the customer. They are also the "Brand" that is marketing the property and have a duty of care and a reputation (ha!) to uphold.

[Monkey Boy]

Yep.

When something goes wrong, you're then having to deal with a party who has no control over anything (the flight or accommodation). You've just inserted an extra layer of complexity to the whole experience.

And if you need to claim a refund off a third party booking site, you'll usually find that they are then having to claim their refund first (if applicable) off the actual owner/manager. That means you're stuck behind that extra layer of administration and money handling before you get any outcome yourself. Booking.com are hardly going to give you money back until they've secured their own refund first, are they?

That may be the case but there quick enough to bank your money when you pay them

[Monkey Boy]

Not sure but when I tried to get in touch with them they were based in Holland so I can only assume they don’t come under our jurisdiction? But if so why are they allowed to trade over here???

[Dunners]

Yep.

When something goes wrong, you're then having to deal with a party who has no control over anything (the flight or accommodation). You've just inserted an extra layer of complexity to the whole experience.

And if you need to claim a refund off a third party booking site, you'll usually find that they are then having to claim their refund first (if applicable) off the actual owner/manager. That means you're stuck behind that extra layer of administration and money handling before you get any outcome yourself. Booking.com are hardly going to give you money back until they've secured their own refund first, are they?

A reputable company wouldn't be doing business with badly run Airbnb's. In my case, the property had an owner - who subbed management to a company called Pass the Key - who subbed the admin (money and data requests) to Superhog - then there was Booking.com - then the poor customer. Five layers and a ridiculously complex business model. Secondly, Booking.com most definitely could and should be offering refunds regardless of whether they'll get the money back downstream. They are the front and the point of contact with the customer. They are also the "Brand" that is marketing the property and have a duty of care and a reputation (ha!) to uphold.

True. It's quite common now for there to be many layers between the user and the property owner, especially as holiday accommodation has become so prevalent in many locations. It's a curse.

I travel a lot, so have developed a bit of a sixth sense of picking out details in the reviews that tell me what I need to know. And I will almost always find a way to book direct, either with the hotel (preferable for short trips) or with whoever the actual owner has appointed as their agent. But it's difficult, and easy to get caught out.

But the golden rule is never use the likes of Trivago, Booking, Expedia etc.

[The Mindsweep]

I normally use those sites as a brochure, then contact the property direct. Sometimes it's cheaper and sometimes it's a little more expensive but well worth cutting the middle man out.

[BoniO]

I normally use those sites as a brochure, then contact the property direct. Sometimes it's cheaper and sometimes it's a little more expensive but well worth cutting the middle man out.

Agreed. That's my plan going forwards.

[Monkey Boy]

Yep.

When something goes wrong, you're then having to deal with a party who has no control over anything (the flight or accommodation). You've just inserted an extra layer of complexity to the whole experience.

And if you need to claim a refund off a third party booking site, you'll usually find that they are then having to claim their refund first (if applicable) off the actual owner/manager. That means you're stuck behind that extra layer of administration and money handling before you get any outcome yourself. Booking.com are hardly going to give you money back until they've secured their own refund first, are they?

A reputable company wouldn't be doing business with badly run Airbnb's. In my case, the property had an owner - who subbed management to a company called Pass the Key - who subbed the admin (money and data requests) to Superhog - then there was Booking.com - then the poor customer. Five layers and a ridiculously complex business model. Secondly, Booking.com most definitely could and should be offering refunds regardless of whether they'll get the money back downstream. They are the front and the point of contact with the customer. They are also the "Brand" that is marketing the property and have a duty of care and a reputation (ha!) to uphold.

True. It's quite common now for there to be many layers between the user and the property owner, especially as holiday accommodation has become so prevalent in many locations. It's a curse.

I travel a lot, so have developed a bit of a sixth sense of picking out details in the reviews that tell me what I need to know. And I will almost always find a way to book direct, either with the hotel (preferable for short trips) or with whoever the actual owner has appointed as their agent. But it's difficult, and easy to get caught out.

But the golden rule is never use the likes of Trivago, Booking, Expedia etc.

Good advice and thanks for the post.

[BIGRON]

I've booked a package holiday with jet2 the last 10 years ( I'm actually on one now ) but I'll be looking at other ways from now on , the same holiday as I'm on now for next year is 400 quid more

[LittleMate]

I'm guided in my accommodation choices by Tripadvisor (UK reviews only) when booking anything. With booking.com I like to pay no arrival wherever possible. Although booking.com have my credit card details, I feel like I have more control.

I'm just back from a weekend in Italy with booking.com and I have used them 100 times or more (mainly in the UK). Never had an issue.

[BoniO]

I'm guided in my accommodation choices by Tripadvisor (UK reviews only) when booking anything. With booking.com I like to pay no arrival wherever possible. Although booking.com have my credit card details, I feel like I have more control.

I'm just back from a weekend in Italy with booking.com and I have used them 100 times or more (mainly in the UK). Never had an issue.

I'd used them dozens of times too and was happy with their service until this last incident. Their handling of it, and complete lack of interest, blatant and very obvious lying - "we can't refund you as it's against the law to do so" - was so bad that I wouldn't use them again. I hope you continue to have good experiences of them.

[PKM]

I’ve used booking.com plenty of times & never had a problem.
What I like is you can usually cancel 1-3 days beforehand and get a full refund. I’ve found if you go direct to the property you usually don’t get that.
Refunds have always been prompt as well.
Not that I make a habit of cancelling, but on the odd occasion it has been necessary.

[Currywurst and Chips]

They’re usually very good when I’ve used them

Disappointed to hear they’re taking advantage of old, less internet savvy customers with extra charges

[LittleMate]

I've booked a package holiday with jet2 the last 10 years ( I'm actually on one now ) but I'll be looking at other ways from now on , the same holiday as I'm on now for next year is 400 quid more

I holiday 4x a year and I've only been on two package holidays in that time (that I can remember). I prefer the flexibility of choosing dates/places/hotels.

[Proposition Joe]

Booking.com are basically fine until they're not, in which case you're stuffed and either well out of pocket or facing an interminable battle to get any money back.

[Orient Punxx]

Booking.com - absolutely excellent, although I only use them for hotel accommodation. The free cancellation option is fantastic. And the “Genius” promo can’t be matched by the actual hotel. Only ever issue, charged 3 times by hotel, they refunded immediately. Anything else Airbnb but only properties with 5 star ratings and 30+ reviews. In a cracker at the moment.

[east saxon gas]

Booking.com - absolutely excellent, although I only use them for hotel accommodation. The free cancellation option is fantastic. And the “Genius” promo can’t be matched by the actual hotel. Only ever issue, charged 3 times by hotel, they refunded immediately. Anything else Airbnb but only properties with 5 star ratings and 30+ reviews. In a cracker at the moment.

agree with the free cancellation point

Booking.com add about 15% for themselves, and then there's another surcharge for free cancellation (which goes to the property owner I think). It's sort-of an 'insurance cost', but generally not easily available elsewhere I think

hotels and holiday homes don't like Booking because of their additional margin, and the 'buying power' of Booking allows Booking to play hardball with them (eg over Covid refunds)

Booking's loyalty is to i) themselves 2) the traveller and 3) the property owner, in that order I think