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      Country
          Country

          Find a Location

          Booking.com USA, Inc. (Part of Booking Holdings, Inc.) has 6 locations, listed below.

          *This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

            Country
            Please enter a valid location.

            Business ProfileforBooking.com USA, Inc. (Part of Booking Holdings, Inc.)

            Hotel Reservation
            HeadquartersMulti Location Business
            The Complaints and Reviews shown on this HQ profile may have been submitted against either the HQ itself or one of the corporate-owned locations found under "Find Locations".

            Additional business information

            Additional Info:

            Booking.com has closed their U.S. headquarter office located in Grand Rapids, MI, and all customer service is now being handled from Amsterdam.  On December 7, 2022, Booking.com notified the BBB of the following:  

            “The BBB claims are now handled by our Amsterdam office and the Senior Relations Specialists are in charge of those claims.  We are reachable at: [email protected]; or


            Customer Relations
            Booking.com B.V.
            Herengracht 597
            1017 CE Amsterdam
            The Netherlands


            However, we cannot be reached by phone.”

            As a result, the BBB can no longer accept or process complaints regarding Booking.com. 


            If you are experiencing a problem with Booking.com, we suggest you first contact the company directly at the above referenced email or address. 


            If this is unsuccessful, you may wish to contact your local Attorney General’s Office or the Federal Trade Commission at ftg.gov or 1-877-382-4357 to initiate a complaint with their respective offices.


            In addition, the BBB has located an organization in the Netherlands that may also be able to assist consumers with complaints, however, all correspondence is in Dutch:


            Authority for Consumers and Markets
            PO Box 16326
            2500 BH The Hague
            The Netherlands
            Ph: +31 70 7222 000
            Fax: +31 70 7222 355
            www.acm.nl/en

            Additional Info:

            Booking Holdings Inc. family of companies includes Booking.com, Priceline.com, Agoda.com, Kayak.com, Opentable.com and Rentalcars.com.  Each brand operates as its own company and would have individual BBB Business Profiles.  Please note that this BBB Business Profile is for Booking.com only.  

            If you are seeking resolution to a complaint, please be sure to file the complaint against the correct company name and location.  If you are seeking to share your experience with the company and are NOT seeking resolution, a review is the proper platform.  Again, please be sure to file your review under the correct company name and location. 

            See all additional business information

            At-a-glance

            Customer Reviews

            1.03/5stars

            Average of 1,050 Customer Reviews

            Customer Complaints

            3,664 complaints closed in last 3 years

            1,408 complaints closed in last 12 months

            Customer Reviews are not used in the calculation of BBB Rating

            Reasons for BBB Rating

            Related Categories

            Overview

            Booking.com offers type of property; from small, family-run bed and breakfasts to executive apartments and five-star luxury suites. Their service offers 1,334,878 active properties in 225 countries and territories.

             

            Booking.com USA, Inc states they offer hotel reservations

            Products & Services

            This company offers hotel reservations, accommodations and booking services.

            Business Details

            This is a multi-location business.

            Find a Location

            Booking.com USA, Inc. (Part of Booking Holdings, Inc.) has 6 locations, listed below.

            *This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

              Country
              Please enter a valid location.
              BBB File Opened:
              11/30/2010
              Years in Business:
              15
              Business Started:
              9/2/2008
              Business Incorporated:
              8/14/2012
              Type of Entity:
              Corporation
              Alternate Business Name
              • Booking.com
              Business Management
              • Mr. Ted Kaake, Team Leader
              Contact Information

              Principal

              • Mr. Glenn Fogel, CEO

              Customer Contact

              • Ms. Cynthia Muller, Regional Manager
              • Mr. Glenn Fogel, CEO
              • Mr. Ted Kaake, Team Leader
              • Ms. Tiffany Roersma, Customer Service Manager
              Additional Contact Information

              Phone Numbers

              Industry Tip

              BBB Tip: Traveling soon? Be careful when booking a hotel room

              Customer Complaints

              3,664 Customer Complaints

              Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews

              File a Complaint

              Most Recent Customer Complaint

              03/25/2024

              Complaint Type:
              Problems with Product/Service
              Status:
              BBB unable to locate business
              On Feb. 15, 2024 I made a reservation with Booking.com for a hotel room in another country. The room was fully refundable (yes, I have proof). "You can cancel for FREE until April 26, 2024 11:59 PM [EAT]. " The hotel charged me directly for the full amount. I have no idea how they got my credit card information.On Feb. 26, 2024 I canceled this booking. Booking.com said I would receive the refund "shortly." They kept telling me this weekly for one month. Additionally, they said they attempted to reach out to the hotel but were not able to reach the hotel. They told me it would take 30 days at most. They kept insisting that I should deal with the hotel directly but I kept telling them my agreement was with booking.com On March 25, 2024, I again called Booking.com and this time they didn't believe I was charged. I provided proof. Several hours later they responded saying they heard back from the hotel, which told them "we don't do refunds." Booking.com told me it was out of their hands, end of story.I am filing this complaint because booking.com broke our contract.

              Customer Reviews

              1,050 Customer Reviews

              What do you think? Share your review.

              How BBB Processes Complaints and Reviews

              Start a Review

              Most Recent Customer Review

              Benjamin H

              1 star

              03/22/2024

              I bought a flight for work through booking.com. ****** airlines cancelled the flight because they grounded their Boeing 737 fleet for inspections. I had to change airlines, United refunded my ticket within 1 week. Booking.com's terrible outsourced "customer service" department repeatedly said that they never received anything from the Airlines, even though I had email confirmation multiple times from United that the refund was processed. After 2 months of trying to get them to return my money for a cancelled flight, I had to start a chargeback claim with my bank to force booking.com to return my money for a cancelled flight. Their website is absolutely ridiculous and leads you in circles, then doesn't help. Along the way I kept getting 2-step verification notifications which leads me to believe that my information was also sold or stolen since I bought that ticket. The customer service people in India are rude, have no access to actual information, promise to escalate, then nothing happens, etc. Worst company I have had the misfortune of dealing with. They are set up like a shell company to avoid customer backlash, gotogate.com, their outsourced customer service, all of it are different entities to avoid legal prosecution, and confuse their customers, it seems. They operate in an immoral fashion and should not be allowed to do business in America.

              Local BBB

              BBB in Western Michigan

              BBB Reports On

              BBB reports on known marketplace practices.

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