How to file a complaint and get quick results from Booking.com
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), email customerservice@booking.com, 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: customerservice@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
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