How to file a complaint and get quick results from Booking.com
How to complain to Booking.com and get real results
We’ll help you file a complaint with Booking.com and push for a real response.
How to submit a complaint with Booking.com
Booking.com makes it possible to lodge a complaint via several channels. Log in to your account and use the Help Center or Inbox > Compose Message to submit your complaint.
Alternatively, you can call +61 2 9255 9200 (Australia, 24/7), or use the Booking.com app’s chat function. Provide your reservation number, a clear explanation of your issue, and any evidence (screenshots, receipts). You’ll receive confirmation once submitted.
Booking.com doesn’t offer in-person complaints. Everything is handled online, via app, or over the phone.
After submitting, you’ll receive an acknowledgment confirming Booking.com has received your complaint. Their agents investigate by reviewing booking details and contacting the property if needed. Communication usually continues via email or phone.
Simple cases (like missing confirmations) may be fixed in days; complex disputes (like third-party refunds) can take weeks.
In some cases, Booking.com may offer refunds, credits, or rebooking assistance. If your issue is unresolved or delayed, you can escalate to a manager or request formal review.
Common complaints against Booking.com
🔁 Last-minute cancellations by hotels with no backup plan.
⏳ Refund delays and billing disputes, including double-charges.
📞 Poor customer service, with no callbacks or resolution.
🏨 Overbooking and misleading listings (e.g., fake properties or non-functioning check-ins).
💳 Unauthorised credit card charges with slow or no Booking.com response.
🗣️ Communication breakdowns, including repeated re-explaining of issues.
✈️ Flight/car booking issues via third-party providers with little support.
Got an issue with Booking.com? Send your complaint instantly!
Real Booking.com complaints and how they were resolved
A $1,500 unauthorised charge was refunded after the user escalated and supplied documentation.
A double-booked $2,200 reservation was eventually refunded after media and consumer advocacy pressure.
A fake listing refund was obtained after a successful credit card chargeback. Booking.com refunded only after the bank sided with the customer.
📞 Ask for a Supervisor: If front-line support isn’t helping, request escalation to a team lead.
📝 Submit a Formal Complaint: Ask to lodge an internal review. This often brings in more senior agents.
🛑 EU Customers: Use the European ODR platform for mediation.
📢 Use Social Media: A public post on Twitter or Facebook can speed up a response.
📂 Track Your Case: Keep booking numbers, screenshots, and prior emails handy.
📈 External Help: If all else fails, escalate to regulatory bodies.
Persistence, documentation, and calm escalation are key to moving stuck complaints forward.
🇦🇺 In Australia:
- ACCC – Report systemic issues or breaches of consumer law.
- NSW Fair Trading – Lodge a complaint for unresolved disputes.
🏦 Payment Disputes
- File a chargeback via your bank or card provider if Booking.com fails to refund for unfulfilled services.
While Booking.com isn’t under a specific ombudsman, your state or federal consumer protection bodies can help, especially when rights under consumer law are involved.
- Booking.com Help Center
- Inbox Complaint Form (Logged-In)
- Customer Service Email: customer.service@booking.com
- Phone (Australia): +61 2 9255 9200
- Terms & Conditions – Complaints Section
- EU ODR Platform
- ACCC Complaint Portal
- NSW Fair Trading
- Booking.com BBB Profile
Booking.com FAQs
You can also learn more about Ajust here.
How can I submit a complaint to Booking.com quickly and effectively?
To complain to Booking.com, log in to your account and use the Help Center or message support via Inbox. You can also call or use the app’s chat. Make sure to include your reservation number and any supporting documents (like receipts or screenshots). This improves the chance of faster resolution and reduces the need for back-and-forth communication.
What happens after I file a complaint with Booking.com?
You’ll get an acknowledgment, then Booking.com investigates by reviewing your case and contacting the property. Communication continues via email or phone. Simple issues may resolve in days, but complex ones (like refund disputes) may take weeks. You can escalate if delays persist.
What are the most common Booking.com complaints - and can they be resolved?
Frequent issues include refund delays, hotel overbookings, unauthorised charges, and poor support. Many get resolved with persistence and clear evidence. Booking.com may offer credits or refunds, especially if you escalate or involve your bank. Tools like Ajust can speed up this process and track it for you.
How do I escalate an unresolved complaint with Booking.com?
Ask to speak with a supervisor, request a formal review, or post on social media. You can also contact regulators or lodge a chargeback with your bank. Escalation works best when you stay calm, provide documentation, and clearly explain what you’re seeking - refund, fix, or explanation.
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