Complaints procedure

Does anyone know the complaints procedure for booking.com?

This not not a customer related complaint.  It is a company related complaint. 

Normally a company has a complaints procedure advertised on their website or extranet but I havent been able to locate this - does anyone know what the procedure is?

To confirm the complaint is about booking.com not a third party.

I have communicated via the extranet as I haven't found the complaints procedure and have made it clear that my request is a formal complaint and have requested someone senior contact me but so far its been a few weeks and no-one has responded. 

Has anyone else had this problem? - what did you do?



Following as I also wish to make a formal complaint against booking.com

Henry Covey

I also need to make a complaint against them. Did you ever figure out the procedure?

Harriet Crawford

I too am furious with booking.com and the way they have handled things.  I am looking to make a formal complaint but cannot find out how to do it.  I was sent a very threatening email today saying they would take legal action when I had  paid all commission, although their automated service said I hadn't!  I have been to my bank twice to discuss and kept in touch via the extranet with booking.com but I have had no personal communication with them until finally today where they realised the payment had been made in November.  I have had nothing but trouble with this company since I joined in April 2019 and shall not be using them any longer.  They have got far too big and there is no personal service whatsoever but they are very happy to take large amounts of commission.


Just to provide a follow up on my original post....

I never did find out if there was an official complaints procedure.  No-one at booking.com were willing to provide that information, or the numerous people I spoke to, simply did not know the answer.  I went round and round the houses trying to get to the bottom of it. 

My complaint like Harriet Crawford's above, was financial.  Last year, it was a case of my account being suspended and receiving threatening action. This caused no end of stress.  I can only deduce that this action by them was a computer generated automatic process.  I say this, as whenever I speak to someone from booking.com they don't seem to know what is happening or why something has occurred.  Even their extranet messages seem to be computer generated. 

The battle has ended.  Even though I did eventually resolve the finance issue there has since been more.  I had to same problem trying to get a credit note from them. And, now it seems there is a lot of fraudulent credit card activity.  I have received numerous chargebacks in the last year for which booking.com will take no responsibility for despite them saying they verify the booker!


Sue Knights

exactly the same thing. Booking.com are asking for money I've already paid. They just don't respond to any contact. B useless

Kerry Drakeley

Hi Sue did you get to the bottom of this and what did you do ? They have sent me a bill for commision which has already been paid and now they are sending me late payment fines

i have messaged time and time but just being ignored by this app pulse. 


Sue Knights

Hi Kerry, sorry for the delay - not open due to Covid!  As for the incorrectly billed money ... nothing has changed. There's still an amount shown as outstanding, That amount is incorrect but if Booking would correct their invoice to the amount even they agree is correct, I'd pay it. But they won't alter anything. I think someone in accounts has a scam going .....



./facepalm, utterly delusional statement , 'scam '.


I've sent 3 messages to their help center (jan 10, jan 10 and jan 11) WITHOUT ANY ANSWER.

Is that really a help center?

Guest House on…

i am so frustrated, been trying to claim my online payment since last year, they only respond to my mails when i owe them, but when it come to paying me, they send me from pilllar to post, no one can tell me anything week after week, no channels to lay complaints


Katerina Savelieva

Booking.com has the worst customer service: they never investigate any issue, they don't respond in time and when they respond they provide irrelevant canned responses. I have had a huge issue with them last year and lost over $2,000 because they have setup my host account incorrectly (unlike the other 2 host accounts) and the guests never paid and it took me a month to discover because I did not suspect it would be setup wrong "at booking.com discretion" per one of their representatives. After countless hours on the phone and email they finally fixed the account setup but never refunded any money nor attempted to collect from non-paying guests. This year again the issue was with them refunding the guest which I informed them to not refund. Took them 2 weeks to respond and by then of course a refund went out and there was no way to collect it back. Horrible customer service. Don't know why the stock of this company is so high - there are definitely in some shady business.....


I have just begun my process to reclaim commision from Booking.com for guests they knew had cancelled.  They have declined this when I have notified them via the extranet. Wish me luck.


Hi everyone, I find that Booking.com is not a very user friendly booking system. 

It frustrates me.  I have disputed a reservation now several times, guest booked on the 11th of June and cancelled straight after that with no card details.  When I checked our statement, it shows the guest has cancelled but as a commissionable cancellation.  

I have phoned them and hopefully they will credit the commission this time.

The number that I phoned, Johannesburg +27 101402059 and Cape Town/ Durban +2721 681 2983.

Please note these people that helps you are not in South Africa - the number diverts to overseas, sounds like Europe.  Good Luck with your Disputes!

TeBeacon Accom…

Please can you contact us or we contact you , I would love to hear how  you have handled this, we have the same problem





Friendly reminder : we cannot help with account nor invoice/payout issues here, you must message Partner Support to open a case and then if urgent follow up with a phone call. see contact options below.


Reminder partners should NOT use Customer Services methods on main website,, use Partner Support.



Simply report to BdC Partner Support , see below 3 methods. They will never see any post on the Partner Hub.


Message or Call BdC PartnerSupport 


  1. In the extranet, go to the ‘Inbox’ tab.
  2. Select ‘Booking.com messages’.
  3. Right Pane - Click on ‘See Contact Options’
  4. Choose Account
  5. Now choose Other
  6. Then at bottom , See all contact options, and click Message or Call
  7. As there is no one number for all partners, the number for your nearest BdC Partner Support is then revealed.

    *** public main lines via Where you can reach us



    how to contact partner support via private assigned number in inbox


I have done this whole process and it did not resolve my issue.  Not helpful at all!!!