Booking.comReviews 4,264

I had a confirmed booking that the property cancelled at the last minute due to double-booking. Booking.com's policy clearly states they cover the difference if you're forced to book alternative accommodation. I provided every document they asked for, including the zero invoice, but after weeks of chasing they stopped responding and never processed my refund. If a guest cancels, Booking.com enforces penalties immediately. But when a property fails to honor a booking, they don't stand by their own policy. Very disappointing from such a large, well-known company.

Warning Booking com is a scam platform with zero customer support and total disrespect for its clients I booked a stay that clearly included half board but on arrival there was no meal and no service I reported the problem immediately but received no response despite many follow ups A customer service agent promised a full refund or at least fifty percent compensation but nothing was done no written confirmation no action was taken Later they offered a pathetic twenty euro compensation which I refused since then they have disappeared Booking com ghosts customers when problems arise I have all proofs of booking payment and communication fully documented Booking com irresponsibly blames the hotel even though the contract was made through their platform They take your money and then ignore you Their customer service is non existent dishonest and avoids accountability Booking com breaks promises violates contracts and shows no transparency or respect I am now pursuing legal action and will not stop Stay away from Booking com if you value your money time and peace of mind Booking com is a disgrace and a borderline scam

Reservamos un coche en Rumanía para 9 días mediante Booking.com por 295 €. Todo parecía correcto hasta que llegamos al aeropuerto. Nuestro vuelo aterrizó un sábado a las 19:30h y a las 20:00h nos estaba esperando el proveedor local de alquiler de coches. Al llegar a la oficina, nos informaron de que nuestras tarjetas no eran válidas porque no tenían números en relieve. Es importante aclarar que estas tarjetas son totalmente legales en España y con ellas habíamos pagado la reserva sin ningún problema. Si no fueran válidas, jamás habríamos podido completar el pago inicial. La empresa de alquiler se negó en todo momento a aceptar las tarjetas, pero curiosamente sí aceptaron esas mismas tarjetas minutos después para cobrarnos un nuevo contrato. Nos vimos forzados, bajo presión y sin alternativas, a firmar un contrato en rumano (idioma que no entendemos), por un precio mucho más alto: 407 € adicionales. Era sábado por la noche, las oficinas estaban a punto de cerrar y no teníamos margen de buscar otra empresa ni otra solución. Rechazarlo significaba quedarnos varados en un aeropuerto de un país extranjero, sin coche, sin alojamiento alternativo y perdiendo todas las reservas posteriores. En total, terminamos pagando 702 € por un alquiler que debía costar 295 €. Lo más grave no fue solo el abuso por parte del proveedor local, sino también la total omisión de Booking.com. Durante la incidencia, las dos familias afectadas estuvimos llamando repetidamente al servicio de atención al cliente de Booking para intentar resolver el problema en el mismo momento. Nadie nos atendió de manera efectiva. La falta de apoyo de Booking en una situación de tanta urgencia, un sábado por la tarde-noche, nos dejó completamente desamparados. Ya de vuelta, hemos reclamado oficialmente a Booking.com, pero se niegan a devolver los 295 € de la primera reserva, escudándose en un contrato que firmamos bajo coacción y en un idioma que no entendemos. Su proveedor rechazó nuestras tarjetas para el primer contrato, pero sí las utilizó después para el segundo, más caro. Esta contradicción nunca ha sido explicada por Booking. Por todo ello: Hemos denunciado el caso al Centro Europeo del Consumidor (https://cec.consumo.gob.es

So, my husband booked a car rental 1 months before our trip to Honolulu, HI and when we arrived on August 3rd, we could not find the rental office on HNL property. So, we called to asked where they were and only after multiple times of trying to get someone on the Ace Car Rental office, they said they had no cars. We had been on an 8 hour flight and our not being available, we had to go to Budget and after paying $500+ for a managers special ( not pretty) we got a car. So, now we are out $273 and payed 2 x as much for the Budget rental. We have been through all the hoops and as most of ya we were told our case was closed. We have the email from the rental company stating they were overbooked on the 3rd of August. I promise I will never use Booking.com ever again. BTW, for those of you who dont know it is not based on the US but in the Netherlands. I so wish there was a lawyer who would go after this scammer company.

Booking.com promised me a free taxi, but it was nothing but empty words. I spent hours trying to solve the issue: I called them, I explained everything, I even sent screenshots proving that their website doesn't work with my booking number. And every single time, they replied with the same pathetic script: "We are doing everything we can, but unfortunately there is nothing more we can do." This is not customer service — this is deliberate abuse of customers. They know the system is broken, yet they keep repeating the same nonsense, pushing people to give up and pay out of their own pocket. It feels like a calculated fraud to avoid responsibility. Shameful, dishonest, and completely unacceptable. Booking.com treats customers like fools. Never again — and I strongly warn others to stay away from this company.

I recently booked an apartment /hotel -Golders green studio in london. Me and my family members traveled to London on 15th August 2025. We booked the apartment Golders green studio after seeing photo and address in booking.com which was 21 Middleton road london. We booked it for 3 night stay over there. This was a short tour to london with my family. Upon reaching at 4pm on 15th August based on the address mentioned in the booking.com by the apartment owner. We reached the location and found to be wrong. We literally entered someone's private property at that day. We later understood the address was wrong and we tried to contact property owner but they didn't respond to our call. After a while they texted us on WhatsApp with different address which was 15-20min walk from the address where we were, this was clearly different from the address shared to me before and address mentioned in booking.com. Me and my family had to walk long with our luggage under sun to reach the location 29 Golders way which property owner shared to us on WhatsApp. Upon reaching the second location we were shocked to see the area which was unsafe and apartment outside area totally in dirty condition that was not in liveable condition for any family. This was unsafe and unhygiene. We tried to call property owner multiple times but in vain they didn't pick our call. Later they texted us that they have different guest house 29B Golders green way NW11 8JX and shared a street photo with us which we declined to take. Later again after calling multiple times they picked and answered to our call saying they will cancel and make full refund within 24hrs. But till date we have not received our booking amount back and now they are not picking or responding to our calls. On same day I had to book different hotel for our stay because of such nuisance caused. This is surprising to find scammers in #bookingdotcom. This clearly shows some of hotel or apartment in booking.com are not verified and customers can be scammed from booking.com. We raised complaints with booking.com customer care in hope of getting a positive response but we did not receive any update from any of them till date. We cannot trust #hotels from #booking.com andwe can find scammers like #goldersgreenstudio.

If there were a level lower than 1 star I would use it! Do NOT book a car with Booking.com. We booked and paid for an automatic transmission vehicle. Arrive the car booked by Booking.com is a manual transmission. According to the rental rep this happens "all the time". Tried to call Booking.com. Could not speak to anyone. Tried to email Booking.com. Got sent on an endless loop of unhelpful people all asking for information they already had and/or already had given them. Tried to Chat with Booking.com. See above. Rental agent told us to "upgrade"
To the car we had already booked :( and take it up with Booking.com later. We did that. Immediately emailed and called again…. Just given the run around. Got home. Started a formal complaint as we had NEVER heard back from anyone. After 1 month and endless requests for information they already had. Told hat because we signed the rental agreement for the "upgrade" (to the car we had already rented and paid for) that they would not be "able" to help. Pretty sure Customer Service is just paid to get rid of people and ignore. Have asked a number of times to have the complaint escalated and am being ignored.

I booked a hotel through Booking.com expecting the room I requested, but what I received was completely different than what I booked and frankly, unacceptable. The property had serious health and safety concerns, forcing me to leave after just one night of a three-night stay. When I requested a refund, the hotel falsely claimed they had offered me another room which was an upgrade. I provided documentation proving this was not true, yet Booking.com sided with the property regardless. This was a classic bait-and-switch, and I paid for a service I did not receive. I expected Booking.com to advocate for its customers, but in this case, they failed to do so. I cannot recommend their platform when they allow properties to mislead guests and then protect them over the paying customer.

I want to warn others about my terrible experience with Booking.com. I booked a hotel and the property explicitly approved my cancellation with a full refund. However, Booking.com failed to process the refund. Despite the hotel confirming the cancellation and refund, Booking.com did not honor it, causing me significant frustration and wasting my time. Such behavior is unacceptable from a global company and completely erodes trust. I strongly advise avoiding Booking.com if you want a reliable and transparent booking experience. Key Points: Hotel approved cancellation and promised full refund. Booking.com failed to process the refund. Customer service was unhelpful and unresponsive. Do not use this platform.

I booked a quadruple room on Booking, but upon arrival I was given a double. I emailed Booking multiple times: no concrete answers, only passing the blame to the hotel. The hotel, in turn, blamed Booking. After several emails, complete silence. I also tried calling: after 20 minutes on hold with customer service, they simply hung up. Problem never solved, zero assistance, just a blame game. Terrible service and no customer protection.no**************182

Reserved a room through booking.com at the colts neck inn in Colts Neck NJ. The bed was saturated with water and there were no other available rooms so we went to front desk and cancelled. Room cost $270. Since then I have been on the phone with booking for hours and hours and I still haven't gotten a single dime back. The company isa nightmare. I don't want anyone else to have to go through this so I'm writing this review. Please do NOT use booking. Com

Had a wedding to attend and ended up having an ER but after 2 request to even refund partially was told basically, screw you and kept the $232+ and would not even provide a voucher. Will never use booking.com again. HORRIBLE THIEVES

I bought a ticket and cancelled it less than 1 hour later, within the airline's 2-hour full refund policy. The agent from Gotogate/Booking confirmed in writing via chat that I would receive a full refund of 1377. 99 BRL. I accepted the cancellation only because of this written guarantee. 3+ days later, I have no refund, only generic responses saying "we're waiting for the airline." This is unacceptable. I paid Gotogate, not the airline. They cancelled my booking and now refuse to process the refund as promised. I have full chat transcripts, case number, and all proof — and I'm now taking legal steps to recover not just the amount, but also damages for this abusive handling. Booking/Gotogate must be held accountable.

Terrible experience – they took my money and treated me like a fool I made a reservation by mistake and immediately contacted both the host and Booking.com to fix it. Instead of helping, they kept delaying and avoiding responsibility. The host marked me as a "no-show" even though I clearly reported the issue right away. Booking.com ignored my messages, took the host's side without any real investigation, and now they refuse to refund me. They act like you don't matter. I was treated with zero respect, like an idiot who should just accept being scammed. Completely unacceptable. I lost my money, wasted my time, and was disrespected throughout the whole process. Never again.

I accidentally booked the wrong dates for a stay through Booking.com and contacted the host and Booking.com within minutes to fix it. The host didn't respond for over a week and then refused to allow any changes or cancellations. This place is called Vieux Nice a 2min de la mer in Nice France. My confirmation number was *******196. The host refused to let me post a review but I am sure others have had similar experiences. Booking.com's customer service was slow to respond and didn't offer any real solutions or compensation. I even filed a credit card dispute, but it was denied. Now I'm stuck paying for a reservation I never used. The host's lack of communication and inflexible policy, combined with Booking.com's poor support, made this a very frustrating experience. I've used Booking.com many times before, but this situation has made me question whether I'll use them again.

Absolutely terrible company, if anything goes wrong then they want to know. I booked a place through them and the payment didn't go through with an error saying please try again later. As anyone would, I assumed that it hadn't worked because perhaps the place I was trying to book was no longer available so I went and found somewhere else. 45 min later I get a confirmation email. When I called booking to try and get a refund, first I had to wait over 30 min to get through, then the agent I spoke with was dismissive and at times quite confrontational, at one point stating that this is the banks error and not booking.coms. Anyway, the conclusion of that call was that the hotel would need to issue me with a refund but as I later found out they weren't willing to do this as they had a no cancellation policy. When I called back a few days later they again wasted an hour of my time just to tell me there was nothing they can do. So yeah, there you go, I'm ~£50 out of pocket because their website doesn't work very well. Great customer service booking!

Had a bad experience while booking using their platform. I hope they have a responsive customer service next time

I've been a loyal Genius-level customer of Booking.com for years, but my recent experience was beyond unacceptable — not just inconvenient, but genuinely unsafe and completely mishandled. I booked a hotel in Batumi, Georgia, through Booking. Once I arrived, I was charged more than 10 times the price listed online. Then, to make matters worse, I was trapped inside my room for 90 minutes due to a broken door handle. I tried to reach out immediately — to the hotel, the agency, and Booking itself — nobody responded. When a technician finally showed up, he was rude, aggressive, and insulted me in Russian. The hotel also falsely claimed to have a gym, pool, and restaurant — none of which existed. I documented everything with screenshots, WhatsApp chats, and photos. I sent multiple emails to Booking.com starting July 19, and only received repetitive copy-paste replies, blank responses, or demands that I call an expensive international number — despite clearly stating I couldn't do so from abroad. One of the most alarming things? A review was posted under my account for this property — I never wrote it. That raises serious questions about account integrity and transparency on Booking.com's platform. More than a month later, there's still no resolution, no refund, no accountability. I've now filed a formal complaint with the European Consumer Centre (ECC-Net) and will continue to raise awareness. Booking.com failed on basic safety, customer service, and honesty — a platform that once felt trustworthy now feels dangerously unreliable. Travelers deserve better. I strongly urge anyone using Booking.com to document everything, double-check listings, and be prepared to deal with unresponsive support if something goes wrong.

Found a motel on Google maps, clicked the icon which produced a popup dialog. Clicked the "check availability" link in the dialog, and set the booking for a given future date, and followed the link. It took me to several OTA's, including Booking.com, and as I checked out prices, they all remembered the intended booking date I entered on the Google dialog. I checked with Gemini, which advised me AGAINST using an OTA at all, but I was in a desperate hurry and selected Booking.com, where I made the reservation, paying with my credit card. When the receipt came back, the reservation was for the DATE was for the day I made the BOOKING, not the date I had intended. A common mistake. I had expected the intended booking date I entered in the Google dialog to continue to Booking.com, as it had with other OTA's! Tried to find help to correct the situation on Booking.com, and while the website insists that booking dates can be changed, it is hard programmed in and not possible to make changes with Booking.com the day of the booking! But it had DEFAULTED to the day of the booking, which made it IMPOSSIBLE to correct! I called the motel and they were very kind, but explained "the bad news" is that they cannot make changes to Booking.com, and offered a customer service number. I called that number and got the dumbest AI bot EVER, which would NOT let me talk to a human rep. I was used to ChatGPT, Gemini, and Grok. I expected a useful AI. But I ended up arguing with that bot for maybe fifteen minutes, begging for a human who could understand and correct this situation! It was far less like a useful AI and more like a common business telephone recording, you know, dial 1 for English, 4 to repeat menu. All it did was circle me back and actually threaten to hang up on me. The thing was hopelessly ignorant and virtually useless. I called the hotel back and while they were actually VERY sympathetic, explaining if I had booked with them directly, an actual human would have been happy to correct this mistake. But sadly, they said I was SOL. I immediately lodged a dispute for this Booking.com transaction with my credit card company, and I'll be damned if I EVER book with one of these OTA services again, ESPECIALLY with this anomalous bot called Booking.com. Meanwhile, I'm out several hundred bucks, with only a limited possibility of getting any of it back. Moral of the lesson? BOOK WITH THE COMPANIES YOU INTEND TO DO BUSINESS WITH, NOT ONE OF THESE OTA'S, ESPECIALLY BOOKING.COM! OH, BTW, did I mention that Booking.com sucks? Well it does. Really? Yes, REALLY.