Bacheca dei reclami

Buongiorno, Ho effettuato l’acquisto di un volo a/r tramite Booking con la compagnia FlyDubai. Con volo in partenza il 24 aprile 2026 e ritorno il 27 aprile. La compagnia ha cancellato il volo e con congruo anticipo mi ha inviato la mail di avviso. Per ottenere il rimborso la compagnia aerea mi riferisce che devo far capo a Booking quale intermediario. È un mese che cerco di ottenere un rimborso da Booking ma nulla, dice che non ne ho diritto nonostante abbia allegato ad una mail la provo della cancellazione del volo da parte della compagnia. Addirittura il Volo su Booking non è mai risultato cancellato ma sempre in stato confermato. Vorrei capire come ottenere il rimborso.

Buongiorno, il 10 febbraio 2026 io e la mia compagna abbiamo prenotato tramite l'azienda BOOKING.COM un soggiorno all'hotel WakeUp Copenhagen Carsten Niebuhrs Gade per il 25/06/2026 con cancellazione gratuita. Allego prova dell'acquisto, dall'account della mia compagna. La prenotazione è stata pagata dalla mia carta con pagamento anticipato tramite la piattaforma BOOKING.COM. Il giorno 16 marzo 2026 abbiamo deciso di cancellare la prenotazione, come potete vedere sempre nello stesso allegato di conferma cancellazione prenotazione e rimborso. I soldi non mi sono mai però stati rimborsati, come si può evincere dal mio estratto conto. Ci sono due transazioni relative all'ordine in oggetto: - con Transaction Id: 051a5f86-67a4-e382-0280-0b0d06c6ec65 si vede una transazione di pre-autorizzazione rimborsata immediatamente il 10 febbraio; - con Transaction Id: 051a5f91-7664-e35c-0280-0b504c418f9a si vede il pagamento vero e proprio mai rimborsato. Ho già contattato l'assistenza clienti del sito e mi sono sentito preso in giro. Hanno negato l'evidenza e nonostante io abbia fornito prove piu' che sufficienti mi è stato negato prima il rimborso dall'assistenza clienti tramite mail, poi mi è stato promesso dall'assistenza clienti tramite chat Facebook che sarei stato ricontattato e il mio caso sarebbe stato verificato, cosa pero non avvenuta. Inoltre ho aperto un reclamo tramite la mia banca, Revolut, e loro hanno risposto al reclamo mentendo, dicendo che la prenotazione non era rimborsabile e che io avevo usufruito del servizio. Cosa non possibile, dato che ho la mail inviata da loro stessi che la prenotazione è stata cancellata correttamente e rimborsata. Ho anche contattato l'hotel e mi hanno confermato che loro la prenotazione la vedono cancellata. Vi prego di aiutarmi a risolvere questa problematica e riottenere il mio rimborso. Grazie mille. Sono ovviamente a disposizione e ho altri documenti attestanti la mia causa, compresi screenshot con assistenza clienti di booking, mail con l'assistenza clienti e dati bancari.

Good afternoon! I contacted you many times but you didn't resolve the problem. You only wanted to have the same information over and over again. They cancelled our booking when we were already on our way to Split and didn't have any internet access or working mobile phones. When I wanted to cancel my booking the day (evening) before and book something else because they told me that they are on the 4th floor and due to a disability I can do stairs only up to the 1st floor, they told me that I would have to pay them anyway - or 50 % on they account or 100% through booking.com. Since we can't loose all that money we told them that we would come. Otherwise I would have booked a different hostel already that evening. When we arrived they left us standing in the street without any assistance. I had to go to the bathroom and also prepare some food because I had to take my life-saving medicine. When I asked for help in the neighbourhood he told the lady that was helping me that he had chatted with me on WhatsApp. That was a clear lie. We are not on WhatsApp and never were registered with that messenger. Also it was not OK the way he talked to me on the phone or what he wrote to me because he didn’t consider the problems I have due to my disability (I had a few strokes in the past). We had a regular reservation at his place. He also told me that he cancelled our booking with booking.com. When I logged into my account in the afternoon the booking was still active. Booking.com informed me the next day that our accommodation was cancelled and they would reimburse us up to 18 Euro for a stay in a different accommodation. They only sent us the link to ask for reimbursement the day we checked out. I have 2 first names but the hostel we stayed in only wrote my first first name on the receipt. So initially booking.com refused to reimburse me. The tourist tax was included in the price indicated on booking.com. I am requesting a refund for the fact that the structure we had booked in advanced refused to host us and left us standing out in the street when I had to eat something in order to take my life-saving medicine, and for the damage from a ruined vacation. I want to remind you that I’m a Genius Level 2 member but after the way you dealt with my complains I won’t use your site again because I can’t be sure that the description of the accommodation is accurate and the accommodation is made in a way one would expect from such a structure. I attach all the documents concerning this booking in my possession. Kind regards, C. – Manuela Sbriglione

Good afternoon! I contacted you many times but you didn't resolve the problem. You only wanted to have the same information over and over again. When we arrived, there was no one there to meet us, and we didn't know how to get into the accommodation we had booked. After a while, a girl came out of a door next door and called her brother to tell him we had arrived. When I book an apartment with a fridge and a freezer on the photos, I expect them to be empty and not have any broken parts. The freezer was filled with undefined food. The expiry dates on the boxes had passed a long time ago. The part in the door of the fridge where one should put the bottles was broken so that we couldn’t put open bottles there. The door under the sink didn't close well. They sent me messages in Bosnian even though I don't speak Bosnian and always wrote to them in English. That's not OK especially when they write on their profile that they speak English. We paid Euro 4,08 for the city tax even though they never asked for our documents. I don't know how one can register the tourists without having the data of their documents. There are 2 high steps to enter the house on the ground floor even though there is another door facing the internal court without any steps (I have a problem with my leg). They put their laundry up to try in front of that door and window. There is a bad smell in the apartment. When I asked them for a map of Mostar they told me to go to a copy shop and get it printed there without telling me where to find one. We only found coffee shops when we went outside to explore the city. I complained booking.com about what happened. We never got an answer to our complain from booking.com. I am requesting a refund for the money that we paid for the tourist tax because it seems that they didn’t register us with the local authorities, for the freezer filled with undefined expired food, the damaged door of the fridge, the laundry in front of our window, the steps at the entry door that were not indicated in the description of the structure on booking.com, the lack of assistance, and for the damage from a ruined vacation. I want to remind you that I’m a Genius Level 2 member but after the way you dealed with my complains I won’t use your site again because I can’t be sure that the description of the accommodation is accurate and the accommodation is made in a way one would expect from such a structure. Kind regards, C. – Manuela Sbriglione

Good afternoon! I contacted you many times but you didn't resolve the problem. You only wanted to have the same information over and over again. When I booked the room it was indicated that we had to pay the tourist tax directly to the property. I prepared the exact amount to give it to them upon our arrival only to find out that I had to pay online otherwise they wouldn't have given me the code needed to get the key from the key box. I had to pay 0,44 Euro extra to pay by card. That's not OK. I want that money back even though it is not much. I paid the rate for room directly to booking.com and there I wasn‘t charged anything for paying by card there. The booking was not refundable. I informed booking.com about what happened but they only asked me for the documentation (which I sent to them by email) without solving the issue. I want to remind you that I’m a Genius Level 2 member but after the way you dealed with my complains I won’t use your site again because I can’t be sure that the price of the accommodation stated when booking is accurate. Kind regards, C. – Manuela Sbriglione

Good afternoon! I contacted you many times but you didn't resolve the problem. You only wanted to have the same information over and over again. When we booked two beds in the hostel, unfortunately we didn't see the age limit written at the bottom of the page because the information was apparently written after the suggestions of booking.com for other accommodation. We also had a technical problem with our laptop which was freezing and rebooting often. I have a physical disability and suffered some strokes in the past and every now and then need the help of my travel mate (my son). Staff informed me that I wouldn't be allowed to stay at the hostel because of my age. They wanted me to pay the whole sum anyway because it was my fault that I didn't read the small print and booked with them. They offered me to book an apartment instead for a higher price (50 Euros a night which they reduced to 90 Euros for 2 nights). I accepted only because I couldn't afford to loose all that money (around 74 Euros) and pay for another hostel. I felt blackmailed by the hostel staff. We really wanted to stay in a hostel and not in an apartment on our own because we like to get to know other people from around the world. I want the money back that they made me pay in addition to the price of the 2 hostel beds. We tried to contact booking.com right away (before traveling to Zadar) but only found out later that the messages hadn’t been sent and we had to send them from another page again. booking.com only answers that we could write a reference. We won’t get any money back. That’s not OK. As far as I know the host have had to find alternative accommodation for us and pay for it when he didn't host us. For us it would have been OK if the host had cancelled the booking free of charge. That didn't happen. Worse: the host asked us to pay a higher price for a worse accommodation or loose the money we were supposed to pay for the originally booked accommodation. Passing by the hostel we saw that the staircase is narrow and kind of round. That's not written in the description on booking.com. I wouldn't have been able to do those stairs due to my disability. Internet didn't work when we arrived in the apartment and the connection we got to use later was very slow and didn’t always work because it came from another room (that’s what the guy from the agency told us). Netflix didn't work either. There were only Croatian channels on TV. The lock of the main door has a problem and in the morning we couldn't get out. My son climbed out of the window and went to the agency to ask for help but nobody was there. Fortunately he got to open the door from the outside with the key. I have a problem with my legs and couldn't climb out of window myself. When we both took a shower in the evening, the water had a problem to go away and the bathroom got flooded. Even though we tried to dry it up with the towels, it was still wet in the morning so that I couldn't use the toilet without getting wet feet. At the end I peed into the shower holding onto the wall at the back of the shower (I have a stiff hip). I tried to take a picture of the situation but the problem was not visible on it so I deleted the photo. The cutlery is placed under the sink (where the dirty water discharge is). There is loud music in the evening. Somebody tried to enter the apartment in the evening a few times. Before our arrival we got 2 different addresses where to get the keys for the apartment. They also sent us information about trips… they offer. I was told from staff that we didn't have to pay any taxes but when I checked the receipt the taxes were stated clearly. It's not OK that I have to pay for a non refundable booking when the host refuses to host me in my booked accommodation. Booking had my card details and could take my money at any time. Otherwise we would have booked a different hostel and not paid Tequilia Hostels for a service that they didn’t want to offer me anyway. Booking.com did not let me write a review of the apartment but only for the hostel were we didn‘t stay. I am requesting a refund for the extra amount I paid and compensation because the internet connection (which we needed) did not work most of the time, Netflix didn’t work, the bathroom was not usable as it should have been, people tried to get into the apartment, the cutlery is collocated under the sink, there was loud music in the evening, the front door of the apartment was difficult to open, we got two different adresses where to collect the keys, the staircase at the hostel was not indicated in the description on booking.com, and for the damage from a ruined vacation. We complained to the agency when we left and later we saw that other clients of the apartment wrote the same things in their reviews. I want to remind you that I’m a Genius Level 2 member but after the way you dealed with my complains I won’t use your site again because I can’t be sure that the description of the accommodation is accurate and the accommodation is made in a way one would expect from such a structure. Kind regards, C. – Manuela Sbriglione

Good afternoon! I contacted you many times but you didn't resolve the problem. You only wanted to have the same information over and over again. I have a problem with my legs and might have a problem with my heart as well. The accommodation can be reached via a very steep road with no footpath. That was not written on booking.com. When I saw that road I worried how we would get down the hill again on departure day without loosing our suitcases down the steep road. We already had a problem taking the suitcases up that steep road and I had a huge problem walking up that road. My son had to hold on to both suitcases and he had to help me as well because I have a problem walking. When I asked on booking.com whether the accommodation could be reached by bus from the bus station, as I have problems with my legs, the only answer I got was that bus no. 3 goes to the area. We were not told where we had to get off. Unfortunately, we arrived at the bus station in Dubrovnik several hours late due to construction work, heavy traffic and a longer wait at the border between Montenegro and Croatia. We then saw by chance (when the bus passed) that bus no. 3 stops at 2 different bus stops around the long distance bus station and we had to wait 50 minutes for the next bus. We were also not informed about the existence of stairs between the accommodation and the bus stop which make access much easier and less dangerous. There is no light at the stairs. So they can't be used in the dark. The accommodation told me that there were stairs and slopes everywhere in Dubrovnik. However, we were told by locals that it was nowhere as extreme as where the accommodation was located. One person in the neighbourhood, that I asked where the place where we had to go was, wished me luck for the steep ascent. On the day of arrival, there was a note with my full name on the entrance door to the accommodation, which I find absolutely not OK. They didn't ask my permission to publish my full name anywhere. I would never have granted such a permission. They only send me a message though booking.com when we were already on our way by bus and didn’t have an internet connection. When booking an accommodation I have to indicate my real name and I expect everybody involved in the booking to keep my personal data private. It actually never happened to me before that a host published my name an a publicly accessible door. There were no teaspoons and breakfast knives in the room. The fridge was switched off, which we unfortunately did not notice immediately because we arrived late in the evening and we were very tired. We found out only the next morning and had to actually get the fridge out of the cupboard to plug it it. We had put food in it that needed refrigeration. When I book a room with a fridge I expect that it works when I arrive. There is neither a window nor ventilation in the bathroom. It stinks there. There was no contact with the landlords. They didn't ask to see our ID cards even though in Croatia tourists have to be registered. I complained booking.com about what happened. We never got an answer to our complain from booking.com. I am requesting a refund for the money that we paid for the tourist tax because it seems that they didn’t register us with the local authorities, for the fridge that was turned off at our arrival, the publishing of my full name on the main door of the structure, the smell of the bathroom, the lack of cutlery, the lack of information in the description on booking.com that the structure was only reachable by a lot of stairs or a very steep hill, and for the damage from a ruined vacation. I want to remind you that I’m a Genius Level 2 member but after the way you dealt with my complains I won’t use your site again because I can’t be sure that the description of the accommodation is accurate and the accommodation is made in a way one would expect from such a structure. I attach all the documents concerning this booking in my possession. Kind regards, C. – Manuela Sbriglione

Spett.le Booking.com, ho prenotato tramite il vostro sito un soggiorno a Cracovia dal 11 al 14 aprile 26 presso l'appartamento Heart of Cracow Old Town, al prezzo di € 290 . A seguito delle innumerevoli segnalazioni a Booking.com e all'appartamento stesso, vi riscrivo dopo aver ricevuto la comunicazione di un credito nel wallet Booking.com di 42 ztl (10 euro) a compensazione del disagio avuto dal soggiorno. Siamo stati senza acqua calda e riscaldamento per tutto il tempo del soggiorno, tentando fin dal primo giorno di far risolvere il problema dalla struttura, che aveva il numero di telefono indicato nella prenotazione non funzionante, per cui era solo contattabile tramite chat. A questa chat ha quasi sempre risposto l'IA che ha ripetuto per tre giorni la stessa nenia senza risolvere nulla e continuando a rimandare l'intervento di un tecnico. il 13/4 pomeriggio, non avendo ancora ricevuto il tecnico e ricevendo l'ennesimo messaggio che diceva che il tecnico sarebbe arrivato al più presto, ce ne siamo andati avvisando sia il vostro servizio clienti che la struttura. Il giorno precedente avevamo avvisato entrambi che dovevate provvedere ad una sistemazione alternativa per poterci almeno lavare! Nessuno ha risolto il problema e nessuno ci ha dato sistemazione alternativa per cui ci siamo spostati un un hotel per l'ultima notte, (hotel Santi prezzo pln 364) dove finalmente abbiamo potuto lavarci. Pertanto, oltre ad aver speso circa 300 € per il soggiorno prenotato su Booking.com, abbiamo pagato una notte in hotel. Il vostro servizio clienti è stato totalmente inutile perché i vostri operatori al telefono hanno continuato a scusarsi e dirci che avrebbero contattato la struttura per risolvere il problema, ma nulla è successo. Ho perso tempo prezioso e mi sono rovinata la mia vacanza di 4 giorni, telefonando e scrivendo messaggi su messaggi che sono rimbalzati sul muro di gomma della struttura e di Booking.com. La vostra assistenza è stata totalmente inutile e vi permettete di offenderci con un rimborso inesistente, un insulto a noi, vostri clienti (Genius peraltro) da anni. Il vostro customer care è totalmente inutile e solo di facciata. I vostri operatori non fanno altro che dire che si deve parlare con il fornitore del servizio, ma voi siete gli intermediari, voi avete un contratto con gli appartamenti e voi dovere intermediare anche i problemi, i reclami e i rimborsi, proteggendo i vostri clienti, ma non fate niente di tutto ciò. Abbandonate i clienti nelle mani del vostro fornitore! Mi aspetto rimborsi ben più consistenti e come annunciato, in mancanza di un riscontro entro 15 giorni dal ricevimento della presente, non esiterò ad adire le vie legali a tutela dei miei diritti. Rossana Lanna

Buongiorno. In seguito a una prenotazione su booking, questo è colpevole di data leak. Ha regalato i miei dati a un criminale che mi ha ripetutamente contattata su whatsapp chiedendomi un anticipo del pernottamento di 200€ tramite un link che sembrava davvero quello di booking. Io non ho un lavoro, soffro di dolore pelvico cronico iatrogeno e assumo farmaci che mi causano tremore. Non ho cliccato apposta. Ho già sporto denuncia. Le poste, con cui il criminale mi ha sottratto i soldi, non vogliono restituirmeli. Ho già la vita più miserabile che si possa immaginare. Vi prego fate qualcosa. Non mi fate caricare i documenti perché dite essere troppo grandi. Se non riavrò i miei soldi, mi suicidero'

Oggetto: Reclamo formale per inadempimento contrattuale e richiesta di rimborso – Prenotazione n. 4611518364552277025 Il sottoscritto Vincenzo Mecca espone quanto segue. In data 31 marzo 2026 effettuavo, tramite Booking.com, la prenotazione n. 4611518364552277025 presso “THE SPIRES SERVICED APARTMENTS BIRMINGHAM”, per il soggiorno dal 25 aprile al 26 aprile 2026 per n. 5 persone, al prezzo complessivo di euro 188,52. Giunto presso la struttura nella data prevista per il check-in, constatavo che la stessa risultava chiusa e inaccessibile. Il numero telefonico per urgenze indicato sul cartello affisso all’esterno della struttura non consentiva di parlare con alcun operatore, risultando attiva unicamente una voce automatica, senza possibilità di ricevere assistenza. Pertanto, la struttura non ha in alcun modo adempiuto agli obblighi contrattuali, lasciando me e i miei accompagnatori privi di sistemazione. Provvedevo immediatamente a contattare il servizio clienti Booking.com, che inizialmente proponeva una soluzione alternativa non idonea. A seguito di ulteriore contatto, ricevevo la seguente comunicazione (riportata integralmente): “Ciao Vincenzo Mecca, Purtroppo la nostra società partner non può onorare la tua prenotazione n. 4611518364552277025 presso The Spires Serviced Apartments Birmingham, ma siamo qui per aiutarti. Abbiamo trovato una soluzione alternativa: Nome:The Brum Home - Garden, NETFLIX, BBQ, 3 TVs, Huge Lounge or Quadruple Bedroom plus 2 double bedrooms Indirizzo:Bishopsgate Street, Birmingham City Centre, Birmingham Camera:Three-Bedroom House Entire holiday home Costo totale:US$539 Se questa opzione ti soddisfa, effettua una nuova prenotazione usando questo link: https://booking.com/goto-74e3237ad73e4ce68a19b856ff92ca17 e rispondi a questa e-mail inviandoci il tuo nuovo numero di conferma. In caso ci fossero differenze di prezzo, ti può essere rimborsato un importo fino a USD 321.82 dopo il soggiorno. Per assicurarti di avere i requisiti per ricevere il rimborso, ti chiediamo di inviarci la fattura emessa dalla nuova struttura. Per qualsiasi domanda, siamo a tua disposizione.” Si evidenzia inoltre che, nel corso della medesima assistenza telefonica, l’operatrice Booking.com mi rappresentava espressamente che la soluzione proposta presentava un prezzo più elevato proprio al fine di consentirmi di prenotare autonomamente una struttura alternativa (nello specifico quella situata di fronte a me), rassicurandomi che la differenza di prezzo mi sarebbe stata successivamente rimborsata nei limiti indicati. In considerazione dell’urgenza della situazione (viaggio iniziato alle ore 5:00 del mattino e impossibilità di reperire assistenza immediata), e facendo affidamento su quanto comunicatomi telefonicamente dall’operatrice, provvedevo a prenotare autonomamente una sistemazione presso “AC Hotel by Marriott Birmingham”, situato nelle immediate vicinanze, sostenendo un costo pari a euro 449,83. Come richiesto da Booking.com, trasmettevo tempestivamente il numero di conferma della nuova prenotazione (n. 5145684067) e, il giorno successivo, la relativa documentazione fiscale. Successivamente, Booking.com comunicava il diniego del rimborso motivandolo esclusivamente con la presenza del servizio colazione nella nuova prenotazione, elemento che non era incluso nella prenotazione originaria. Tale motivazione risulta del tutto infondata e inaccettabile, in quanto: - nessuna limitazione relativa ai servizi (quale la colazione) è mai stata comunicata né per iscritto né verbalmente; - la nuova prenotazione è stata effettuata su indicazione e con il consenso dell’assistenza Booking.com; - è stato fatto legittimo affidamento sulle informazioni fornite telefonicamente dall’operatrice; - Booking.com aveva espressamente indicato la possibilità di un rimborso fino a USD 321,82 (circa euro 300), senza ulteriori condizioni; - il consumatore non può essere penalizzato per circostanze derivanti da un inadempimento imputabile esclusivamente alla controparte. Alla luce di quanto sopra, si configura un evidente inadempimento contrattuale con conseguente danno economico a carico del sottoscritto. Si richiede pertanto: - il rimborso integrale dell’importo di euro 188,52 relativo alla prenotazione non onorata; - il rimborso della differenza sostenuta per la sistemazione alternativa, pari a euro 261,31, importo peraltro inferiore al limite massimo di rimborso indicato da Booking.com (USD 321,82). In difetto di riscontro positivo, ci si riserva di adire le competenti sedi per la tutela dei diritti del consumatore. Distinti saluti. Vincenzo Mecca