Complaint

0
Joyce Bowman
Country: United States
I booked 2 nights at a Galveston condo/hotel for $368.  I expected taxes to be added but did not expect the addition of a non-refundable $29 processing fee, non-refundable $30 damage insurance, and non-refundable $69 cleaning fee.  My credit card has been charged $594.   I'll make sure we trash the place to get our money's worth of cleaning and will not use one of these services again.

Comments

  • 0
    Booking.com
    | 1 reply
    Hi Joyce,

    We are very sorry to hear about this, please can you reply with your booking number? Our specialised team would like to look into this.
    Thank you.

    Kind regards,
    Your Booking.com Team
    • 0
      Atkinson James replies to Booking.com
      Booking.com is a fraud and I will never use it again.  If they want to have a “cleaning fee,” they can SHOW IT IN THE PRICE, NOT HIDE IT THE WAY THEY DO.  I WILL NEVER USE BOOKING.COM AGAIN, AND HAVE WIPED ITS APP FROM MY DEVICES.
  • 0
    Daiki
    Same thing happened to me. The room was offered as "recommended for a night stay." It was 57 euro. Very reasonable and I was very happy about the room. But, later I was shocked when I was charge almost double. Then found out little words saying "cleaning fee excluded". Same here, I'll never trust Booking.com. Be aware people!!
  • 0
    Ryan
    Same here. Just booked with booking.com and was told the total price. It did not say anywhere about a cleaning fee!! Only until I booked it, that I was told excluding cleaning fee. BUMP

    Booking.com I'm not happy about this.

    Booking 1560.967.702
    Please contact me
  • 0
    NC
    | 1 reply
    Dear booking.com,

    I was using your system a lot. But now I am the victim of this "price excluded" scam as well. Your support team confirmed that I should pay extra 25% of the total price I see in web and mobile interfaces, but only in a small font in a single e-mail.

    You have this info. Why you don't add it automatically to the price that you falsely (!) name "TOTAL" in the first place?
    • 0
      Atkinson James replies to NC
      It absolutely is a scam, by the dictionary definition of the word.  Spread the message wherever you can: Booking.com is a fraud.  Wipe its app from your devices and never use it again.
  • 0
    Galina
    Same here! i was charged with cleaning fee. Why the hell cant you tell people about that before they enter their credit cards numbers???????? Worst service ever! Will never recommend booking.com to anyone!
  • 0
    Cam
    Ditto.  I wish I'd seen these comments before I made a reservation on Booking.com.  I was charged $80 more than the "Total" price.  Seems like this scam has been going on for years, and it's clear that Booking.com has no intent of changing this nefarious practice.  Shameful.
  • 0
    Shun
    Same here. The price jumped to double of the the price which was shown in the main place with large letters. $250 for cleaning fee is insane. Sucks.
  • 0
    Traveller
    Hi, I am in the same situation - cleaning and other fees almost double the price of the stay and cancellation is not refundable. Has anybody had any support from booking.com to cancel the stay?
  • 0
    Anna
    Booking.com SCAM.  Buyer beware. We booked two nights at the #1 deAnza Villas Home which was listed on Booking.com for $360 for the two nights http://www.booking.com/Share-0bDIVC.  As you're booking, you are reminded on multiple webpages that the price is $360.  So it was a huge surprise to find a charge for $661 dollars on my credit card.  State and local taxes are one thing, but a $235 hidden cleaning fee that doubles the cost of the rental is completely unacceptable and highly unethical.  We were even asked to make sure to do a load of wash to make it easier on the cleaning crew, which we did on top of cleaning up everything else before departing! Just found this: https://www.turnkeyvr.com/book?id=1655-121193 ... ldren=0&pets=no Its cheaper to go through Turnkey, and at least they tell you up front there is a cleaning fee, and its cheaper per night than going through booking.com.  So if you want to stay here after all of this, skip Booking.com and reserve through Turnkey!  Though, we arrived at night, and the hyperlink with GPS coordinates for the rental that Turnkey.com sent us landed us on a small, dark dirt road and placed us in an orange grove. We drove around for at least an hour unable to find it. And when we called for help someone from Turnkey said they would call back with more info, but never returned our call. https://www.cbsnews.com/news/new-travel-rip-off-hidden-hotel-fees/  CLASS ACTION LAWSUIT?
  • 0
    Traveller
    I wonder if EU has some kind of regulations about showing the whole price in the PRICE section when paying for services (in this case - accommodation), and not hiding added fees, that can not be avoided, in small print.
  • 0
    Laurence
    Same issue here with the cleaning fee. You compare prices based on the final figure advertised on screen. This is an unethical practice called 'Drip pricing'. The following EU law was introduced to tackle this problem however I don't know if it would apply to my case.

    Article 5(1)(c) of Directive 2011/83/EU on Consumer Rights requires all taxes to be included in the total price quoted to the consumer.
  • 0
    Traveller
    "Article 5(1)(c) of Directive 2011/83/EU on Consumer Rights requires all taxes to be included in the total price quoted to the consumer."

    But none of the taxes are ever included in the price shown by booking.com, they are always extra (like city tax, cleaning fee), even though they are mandatory.
  • 0
    Kate
    Same here with the "excluded fee" / cleaning fee. @ Bookings.com - can you make it so the TOTAL price on a stay can be seen in the search results (including all cleaning fees). We should be able to filter on total billable cost so out of budget places are not returned in a search. Sometimes the cleaning fee is more than one nights stay. On other occasions the cleaning fee was not including in the booking but the hotel emailed us AFTER the booking to charge the fee.
    Please update the site so all charges are visible in the total charge and can be filtered on the total price
    Thankyou
  • 0
    Atkinson James
    The EU will get around to enforcing their own consumer protection laws in about oh, a hundred years.  Meanwhile spread the word: Booking.com is a fraud, and its app should be WIPED from your devices.

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