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          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.

            Please enter a valid location.

            Business ProfileBooking.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

            Contact Information

            4147 Eastern Ave SE Ste 100

            Grand Rapids, MI 49508-3405

            Get Directions
            Visit Website
            (888) 850-3958

            Customer Reviews

            1.03/5

            Average of 1,067 Customer Reviews

            Read ReviewsStart a Review

            Customer Complaints

            3,749 complaints closed in last 3 years

            1,462 complaints closed in last 12 months

            Read ComplaintsFile a Complaint

            BBB Rating & Accreditation

            NR
            This business is not BBB Accredited
            Search for Accredited
            Businesses in this category

            Years in Business: 15

            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.

              Please enter a valid location.
              Headquarters
              4147 Eastern Ave SE Ste 100, Grand Rapids, MI 49508-3405
              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

              Read More Business Details and See Alerts

              Industry Tip

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

              Customer Complaints

              3,749 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

              04/15/2024

              Complaint Type:
              Product Issues
              Status:
              BBB unable to locate business
              Booked a hotel stay through booking.com and some how it was at the incorrect location. It is believe this was a booking.com issue. When I called and spoke to representative was told would have ********* **************, ** Location cancelled free of charge and then was charged to book at ***************************, ** location. The refund never came. I reached out to booking and they stated I would be getting a refund and they just needed to confirm with hotel. Hotel marked me as a "no show" as booking did not reach out tot hem as promised. I then messaged the hotel though booking to let them know this should have been cancelled and they stated it was to late to change the reason. I called and spoke to a person name on 4/5/24 **** D and a person named **** and ***** on 4/12/24 who all stated stated I would be getting a complete and total refund from booking.com. for $ ******. They are now refusing to give me a refund stating they cant get ahold of the hotel. However the hotel confirmed they have communication hey have sent to Booking showing booking needs to refund my money as I was charged twice. I was charged and almost $1,000 for 1 night stay at the ******** Resort locations When I requested a documented email for this conversation they said no problem and I never received anything. This is very wrong! They verbally confirmed 3 times I would be getting my money and promise written documentation then never provide it. They have also disconnected one of the calls when I was speaking to ****, after I refused to get off the phone until written documentation was provided. I requested to speak to a supervisor on multiple call and was also told there isn't one to assist me
              Read 3748 More Complaints

              Customer Reviews

              1,067 Customer Reviews

              What do you think? Share your review.

              How BBB Processes Complaints and Reviews

              Start a Review

              Most Recent Customer Review

              Charles T

              04/14/2024

              They almost cost me over a $1000 and what’s worse is Customer Service couldn’t tell me why my reservation was cancelled. I will never book with them again and really hope you all don’t put your family travel plans in their hands because at the end of the day they will just cancel on you last minute. I was on the phone with them for over an hour and got zero help.

              Booking.com USA, Inc. (Part of Booking Holdings, Inc.) Response

              04/16/2024

              Dear Charles, Thank you for bringing this matter to our attention. We are sorry to hear about your experience with your booking. Your feedback is important because it helps accommodations improve their services and their offered future travel experiences. When you make a Booking, it’s directly with the Service Provider (the accommodation). We’re not a ‘contractual party’ to your Booking and therefore not responsible for the experience you had with the Service Provider. The information that we disclose on the platform is based on the information provided to us by the accommodation. As such they have access to our systems through which they are fully responsible for updating all rates, prices, conditions and other relevant information related to the accommodation. We are able to advise that Customer Service confirmed to you that the reservation was cancelled free of charge due to an unsuccessful payment. This could have been due to a number of factors, such as, any blockings: Like international transactions, amount per day, online shopping, transactions until midnight (or any other hour in the day), has the card been activated for all kind of transactions and if the bank requires prior approval for an entity like Booking.com to perform any transactions. We hope (and trust) to have informed you sufficiently. Kind regards, Booking.com Customer Service Team
              Read 1066 More Customer Reviews

              Local BBB

              BBB in Western Michigan

              More Info on Local BBB

              BBB Reports On

              BBB reports on known marketplace practices.

              See What BBB Reports On

              BBB Business Profiles may not be reproduced for sales or promotional purposes.

              BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

              When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

              BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

              As a matter of policy, BBB does not endorse any product, service or business.