Booking.com Brisbane Office - Brisbane City, Queensland

GG’s W.

DO NOT RENT A CAR through booking.com. I rented a vehicle and their terms stated to bring a credit card - simple. When I arrived, my credit card on phone was not sufficient, as they had obscure terms in a link in fine print stating a physical card was needed. My husband, a second driver had a physical card, not sufficient. They also informed us they did not have the car we booked - however that was dismissed by booking.com who we contacted, after attempting to do so online for over 30 minutes, to no avail, they have to email you a link - and it was late at night. Then when on the phone, they said you have to do it online. So, the run around. Couldn't get a car, so had to go to another company, who were quite fine to take either card form of payment. So paid twice for a rental car, but only got one car. Booking.com then pointed out the obscure fine print - not mentioning they didn't have the car - just that we didn't take a physical card and so they cancelled the booking taking the full payment. In the past, many scams on booking.com but nothing so bad as their rental car section. It is not a transparent, helpful way to book a rental car - so go direct to the company. What might seem to be a few dollars less, will end up costing you the entire amount AND MORE!

WimPep

The property owner cancelled my booking but booking.com never gave me a refund. They promise to get back in 5 days but never do and then say it is to late to get my money back. I now have to negotiate directly with the property owner. I paid booking.com they own the contract and they have failed to fulfill it and also decided to keep my money which is theft!

Troy P.

This company is dishonest and steals your money. Booked tickets in March for September this year. We have had something come up and want to change the departure date. We completely understand that there will be a fee involved but what they do is absolutely dishonest.

We went through booking .com website and their link provided to make the change.
Entered the new dates and and got a list of flights we could choose. Made our choice and the additional fee was $400 AUD. Saw down the bottom that it has to be changed through chat . Went to chat and was informed that is not correct it is $896AUD. Asked then why you are shown multiple options when they only want you to take the highest option. Had a lengthy discussion about this and then asked for a number to call.

Was given a Sydney number that was then picked up by an outsourced call centre who told me it was now $1,686AUD. Had an hour long conversation and they informed us that they would have a manager call within 12 hours and to send a complaint to an email address.

Needless to say no call back (no missed call either) just an email 10pm last night saying”We tried to call but couldn’t not reach you, please call back”

Sent the complaint to the supplied email got a response “ this address is for accommodation complaints only, for airline please call (previously called outsourced call centre).”

Called them and got told a different price of $686 AUD. Looked up the link and they still have the $400 AUD listed as an option.

So they just make up prices to see who will pay what. It is a scam and complete false advertising to steal money from people.

Peter P.

Used site to book SYD-EU trip in business. On return leg, BKK to SYD was downgraded to eco. On checking with airline staff they confirm that this sector was always booked as eco, not business. Booking.com though blames airline and says nothing they can do. As the seller of the ticket, they have a responsibility to ensure they provide what they sell. Contact system at site is via chat which ultimately is quite useless and lots of BS in their answers. Best to not use.

Erika V.

I am writing this to warn potential guests about a truly awful experience I had, using Booking.com. My booking, made in August of last year, was abruptly cancelled by the owner just three days before our scheduled arrival.

While I understand that cancellations can happen, the real issue lies with the complete lack of communication from the host and the shockingly poor customer service from Booking.com. Despite being a "Genius Level 3" member, Booking.com's supposed support was utterly useless. They claimed to have contacted the owner multiple times, but received no response. This is simply unacceptable and clearly they need to have better Scam-measurements in place.

What followed was a frustrating and drawn-out battle to get my refund. Booking.com requested proof of the transaction, which I promptly provided. I submitted multiple screenshots of the booking confirmation, bank statements, and transaction overviews – all from my Australian bank account. However, Booking.com repeatedly rejected my proof, citing increasingly ridiculous reasons. Their latest excuse? That the screenshots showed a "$" symbol instead of "AUD," despite the fact that all my statements clearly originate from an Australian bank. This is nitpicking at its finest and demonstrates a complete lack of common sense.

Months later, I am still fighting to get my money back. The stress and inconvenience this has caused are immense. I am incredibly disappointed with both the unresponsive host and Booking.com's inept handling of this situation. Their "Genius Level 3" support has proven to be a complete joke.

I strongly advise anyone considering booking a hotel or unit to look elsewhere. The risk of last-minute cancellation, combined with the host's unresponsiveness and Booking.com's appalling customer service, is simply not worth it. You've been warned!

Jason J.

Their rental car site allowed me to reserve a vehicle at Europcar. When I arrived at Europcar they had no vehicle available. Europcar did not advise Rentalcars (booking.com) there was no vehicle, so I was charged for a vehicle I never hired. Then Rentalcar told me I should have cancelled the hire? What the hell !!

Probably a better ideas to fix your systems so that if a car company doesn't supply a car, and the customer doesn't sign for a car, then the booking is automatically cancelled and refunded.

ps. when I eventually got my money back, they said they were making an exception for me. What a crock.

Christine E.

The worst customer service. I have been trying to get my money back for a room booked from the cyclone that hit the Gold Coast. It has been 5 weeks now.

Justine C.

never ever ever using this company again. what a disgrace. one property i booked was triple booked, even the owner of the property wont help with a refund , left stranded, spend $80 in phonecalls and $750 out of pocket, have a look at the horrific examples here on this review site, seems to be the only the place we can vent. sounds like some people need to get together and make this company accountable. at the very least a proper channel to email customer support directly,. shame on you