Bad – based on 3 reviews

TLB Rating & Accreditation


500 N Clark St
Chicago, IL 60654

(312) 279-8508

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Trust Lobby® filed the complaint
August 25, 2023

Founded in 1996 in Amsterdam, has grown from a small Dutch start-up to one of the world’s leading digital travel companies. Part of Booking Holdings Inc. (NASDAQ: BKNG),’s mission is to make it easier for everyone to experience the world.

Incident date: August 25, 2023


John Guravid
November 5, 2023
My recent interaction with concerning a flight booking has been thoroughly distressing and disappointing. I had opted for a Premier One Flex ticket, swayed by the advertised promise of hassle-free changes and unconditional refunds. This assurance was a key factor in my decision, given the uncertain nature of travel plans. However, when the time came to modify my itinerary, I was blindsided by an astonishingly high fee of €2468.15. Not only does this fee seem arbitrary, but it also blatantly contradicts the terms under which I made my purchase. Such a discrepancy is not just alarming but unacceptable for a frequent traveler who relies on the stated policies. The challenges continued as I navigated through’s customer service, which proved to be an exercise in futility and frustration. The representatives provided conflicting information, and the lack of a coherent response has effectively left me at an impasse. It is imperative for to stand by the services advertised on their platform. The partnership with Gotogate, in this case, has revealed a significant gap between promise and practice. I insist on taking immediate steps to rectify this situation by not only issuing a complete refund as per their own terms but also reevaluating the practices of their associated partners. In an industry where trust is paramount, my experience has been alarmingly deficient. It is a stark reminder that robust systems should be in place to protect consumers from such inconsistencies. needs to address this lapse and restore the confidence that customers place in their service. Honor the terms of the ticket that I paid for. I require a full refund, compensation for the inconvenience, and a formal apology.
October 17, 2023
I have been scammed by a pretend host on for £500 – I have tried to contact on many occasions but I am not getting anywhere. Customer service does not seem to have a clue how to help and I feel that they should take responsibility for scammers, posing as their hosts. All I want is a refund so I can make a new booking. Refund the £500 taken from me
September 10, 2023
I booked a 1 night stay at ibis hotel through put my card details in and an automated reply returned stating payment taken but booking declined,and a refund would be issued. I then immediately re booked same name, same card,,same date and all went rhrough fine. However now I find out I have been charged for 2 bookings.I have contacted state that as I have made 2 bookings ibis will not cancel or refund.However ibis state the problem lies with state its out of their hands.This is a technical fault that was on system and should be refunded.I have lost all faith in after being a genius level customer over many years. Refund the first booking that was supposed to be refunded

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