I booked five different reservations through Booking.com for my trip to Italy and paid for all of them in full, a month and a half in advance. I encountered issues with four of the bookings.
I had a reservation at Oltarno Suite in Florence from April 8-11 (Reservation No: 4022440980, PIN: 4880). On the morning of April 8, the hotel contacted me via WhatsApp asking about my check-in time. I reiterated that it would be between 10 PM and 11 PM, as previously mentioned. They informed me of a €45 late check-in fee, which I hadn’t noticed during the booking process. I didn't want to pay this additional fee. After discussing with the management, they insisted I pay it by 5 PM. At that moment, I was in Venice and told them I could pay over the phone at 7:30 PM, then head to Florence, arriving in three hours. They asked me to confirm on Booking’s messaging system, which I did, but I received no further instructions or address. I tried calling twice but realized the management had blocked me. I ended up spending three hours looking for a hotel that night. The next day, Oltarno Suite didn’t contact me, and I found out they had taken and then refunded the deposit, but they still kept €298.21 of the €387.21 three-night stay, excluding VAT. I never stayed there, but they kept the full amount because I didn't agree to the late check-in fee.
I've been contacting Booking.com for a month to get my money back, but they haven't helped or refunded me. There's no clause in the contract justifying this charge, and they know I can't enforce my rights, so they've made no effort.
Even if they offered me a free room or upgraded my Genius level to 10, I won't use Booking.com again.
On November 14, 2025, around 4:00 p.m., I made a reservation through Booking.com for an apartment in Rome, Italy called “Palace Fontana di Trevi Home.” My reservation confirmation number is 5522****21, and my PIN code is 3894. The listing stated that check-in begins at 14:00, with no end time or tim...
I had an extremely frustrating and unacceptable experience with a reservation I made through Booking.com at Casa Vacanza Crispi 33 in Rome, Italy. I arrived at the property on May 15, 2025, at 16:10, within the stated check-in window of 13:00–17:00, but could not reach the host despite multiple atte...
I booked a stay through Booking.com at Il Verrocchio Hotel in Florence, Italy under confirmation number 4512694474, with a check-in date of May 30, 2025. I arrived at the hotel around 10:15 PM, only to find it completely closed, with no staff present, no working emergency contact, and no way to acce...
I had a travel reservation on Booking.com. Six days before check-in, I was contacted by someone claiming to be the hotel’s check-in manager. The hotel name, confirmation amount, dates, and my credit card details were all correct. They sent me a code, saying it was just for card verification to secur...
On October 18, 2025, my Rome hotel reservation (booking number 6933779600) made through Booking.com was canceled without any prior notice or explanation. I contacted customer service multiple times—by phone, email, and through the app. At first, I was told that a new hotel would be arranged, but the...
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