How to Complain to Booking.com

Booking.com is one of the world's largest online travel agencies. Customers frequently complain about non-refundable booking disputes, properties not matching descriptions, and difficulty getting refunds when accommodations fall short. Under consumer protection law, Booking.com must accurately represent listings and honor its stated policies — a formal complaint letter forces a documented response.

Quick answer

The most effective way to complain to Booking.com is in writing — through its official complaint form or customer-relations email — stating what happened, the exact resolution you want, and a deadline to respond. Cite FTC Act, 15 U.S.C. § 45 and keep a copy. If Booking.com ignores you, escalate to Federal Trade Commission (FTC) or dispute the charge with your credit-card issuer.

Skip the writing — generate your Booking.com letter

ComplainAI builds a complaint letter citing the exact laws for your travel agency situation, with the right escalation language, in about 60 seconds.

Write my Booking.com letter

Results in ~60 seconds · cites the exact laws for your situation

Best way to contact Booking.com

Official complaint form

Put your complaint in writing — it creates a record Booking.com has to answer. Useful channels:

The OTA's online help centre, complaint form, or in-app chat (save transcripts)
The OTA's customer-service phone line — note the date, agent, and case number
Email or message thread documenting your refund request in writing
The underlying supplier (airline/hotel) in parallel, so neither can deflect
Your credit-card issuer for a chargeback when neither party refunds you
Your consumer-protection regulator for misleading listings or pricing

What to include in your complaint

The stronger your documentation, the harder it is for Booking.com to dismiss your claim. Include:

OTA itinerary / booking number and the supplier's confirmation

Screenshots of the price, fare rules, and cancellation policy at booking

The full chat or email thread showing what support told you

Proof the supplier cancelled or changed the booking, if applicable

Receipts for any replacement booking you had to make

The exact refund amount and the resolution you want

Step-by-step: how to complain to Booking.com

Gather your evidence

Collect your booking or confirmation number, dates, the amount in dispute, receipts, photos or screenshots, and a short timeline of what went wrong. Strong documentation is what turns your travel agency complaint from "your word against theirs" into a claim they have to take seriously.

Send a written complaint

Submit a clear, dated complaint in writing through the OTA's complaint form and customer service in writing, plus the supplier in parallel. State what happened, the law or policy that applies, the exact resolution you want (refund, compensation, or reversal), and a reasonable deadline to respond. Keep a copy.

Give them a reasonable deadline

Allow a defined window — typically 14 to 30 days — for a written reply. A deadline in your letter creates a paper trail and removes the "we never received it" excuse.

Escalate internally

If you get no reply or a brush-off, escalate to the customer relations or executive office and reference your original complaint and deadline. Restate your requested resolution and note that you are prepared to take it further.

Escalate externally

Still unresolved? File with your credit-card issuer and consumer-protection regulator, and consider a credit-card chargeback if you paid by card. These external routes are free and put real pressure on the company.

Common reasons people complain about Booking.com

Property significantly different from listing
Refund denied despite property issues
Non-refundable booking made under false pretenses
Double charge or billing error
Reservation not honored at property
Genius loyalty points disputed

Your rights and possible remedies

An OTA must honor the price, fare rules, and cancellation policy it showed you, and pass on refunds it receives from suppliers. The classic OTA tactic is to blame the airline or hotel while the supplier blames the OTA — defeat it by claiming from both in writing at once. Remedies include the refund owed, correction of a billing error, and a chargeback when you're stonewalled.

Laws that may apply

· FTC Act, 15 U.S.C. § 45
· State consumer protection laws
· Provincial consumer protection acts (Canada)
· EU Package Travel Directive (for EU bookings)

Where to escalate

Complaint letter template for Booking.com

Use this framework as a starting point, then fill in your details — or let ComplainAI write a tailored version that cites the exact laws for your situation.

Dear Booking.com Customer Relations,

Re: [Booking / reference number] — [date of travel or service]

On [date], I experienced the following problem: [briefly describe what
went wrong]. This was not resolved at the time despite [what you did].

Under [the consumer-protection law or regulation that applies], I am
entitled to [refund / compensation / reversal]. I am therefore requesting
[the exact amount and outcome you want] within [14–30] days of this letter.

Enclosed/attached: [booking confirmation, receipts, photos, timeline].

If I do not receive a satisfactory response by [deadline], I will escalate
to [the relevant regulator] and pursue a chargeback and/or small claims
court as appropriate.

Sincerely,
[Your name]
[Contact details]

Generate a polished Booking.com complaint letter

ComplainAI fills this in with the exact laws for your situation and the right escalation language — in about 60 seconds.

Write my Booking.com letter

Results in ~60 seconds · cites the exact laws for your situation

When to escalate

If the OTA and the supplier both refuse, file a credit-card chargeback (very effective for OTA disputes), report misleading listings or pricing to your consumer-protection regulator or attorney general, and use small claims court for larger amounts.

Frequently asked questions

How do I complain to Booking.com?

Put your complaint to Booking.com in writing — through its official complaint form, customer-relations email, or a letter — rather than only by phone. State what happened, the resolution you want, and a deadline to respond. A written complaint citing FTC Act, 15 U.S.C. § 45 creates a record Booking.com has to answer.

Can I get my money back from Booking.com?

Often, yes. Under FTC Act, 15 U.S.C. § 45 you have rights when Booking.com wrongly charges you or refuses a refund you're owed. A formal written request is your most effective tool; if Booking.com refuses, you can escalate to Federal Trade Commission (FTC) or dispute the charge with your credit-card issuer.

What should I do if Booking.com ignores my complaint?

If Booking.com misses your deadline or brushes you off, escalate in writing to its customer-relations or executive office, file a complaint with Federal Trade Commission (FTC), and consider a credit-card chargeback or small claims court for the amount owed.

Can I ask Booking.com for compensation?

Yes — where you've suffered a loss Booking.com is responsible for, you can request compensation, a refund, or a credit. Be specific about the amount and attach evidence (receipts, photos, a timeline). Vague requests get vague answers; a precise, documented claim gets results.

Can I dispute a Booking.com charge with my credit card?

If you paid by card and Booking.com charged you for something you didn't authorize, didn't receive, or that wasn't as described, a chargeback through your card issuer is often the fastest route. Keep your written complaint and Booking.com's response as evidence for the dispute.

How long does Booking.com take to respond to a complaint?

Response times vary, but you should set your own reasonable deadline — typically 14 to 30 days — in your written complaint. If Booking.com doesn't reply in that window, that itself becomes grounds to escalate to Federal Trade Commission (FTC).

Generate your Booking.com complaint

Write a stronger Booking.com complaint in 60 seconds

No guesswork, no copy-paste templates — a personalized, law-backed letter with the right tone and escalation built in.

Write my Booking.com letter

Results in ~60 seconds · cites the exact laws for your situation

Related complaint guides

How to Complain About a Refund That's Being Delayed or RefusedIssue guide How to Dispute an Unauthorized or Surprise Travel ChargeIssue guide How to Complain About a Delayed FlightIssue guide How to complain to PricelineOnline Travel Agencies How to complain to VRBOOnline Travel Agencies How to complain to Hotels.comOnline Travel Agencies In-depth: complaining to Booking.comGuide

ComplainAI generates letter templates based on publicly available consumer-protection laws. This is not legal advice and we are not a law firm. Contact details and channels can change — verify them on Booking.com's official site. For complex matters, consult a licensed attorney.