Booking.comReviews 4,266

Personally I think booking.com is a bad company to work with. They sent me on a wild goose chase I live in Las Vegas and I came out to Long Beach for my birthday and when we got there they told us that they didn't even have a room scheduled for us, them we were told they didn't have any more rooms. After contacting booking.com we had to wait a couple of hours for th em to find another room. They sent me to another one and when I got there it was very low rated and in a drug territory, not to forget nasty. I spoke to the lady in the office of the second room and lucky for me they didn't have no rooms either, next week contact booking.com again to let him know that the lady said there was no rooms and he called the lady and tried to make it seem that we didn't want the room even though it wasn't even in good condition but the lady said that she never told him that we didn't want the room she told him that she didn't have any roles so from that point he never gave us our money back so I had to screwed up birthday that whole day until we went to the Westin on our own and just paid extra money this all started during the morning by the time we finally end up getting the room on our own it was night time so I wouldn't recommend this place to anyone as far as to book a vacation spot. Vanoss more money than we anticipated and someone more than likely got a free filthy room in a drug infested area. Off of our payment I wouldn't have booked this vacation for a dog.

I am very upset with Booking.com not taking the responsibility of the minimal service expected from a facility... (a) No accommodation exists at the location listed in the booking-confirmation, (b) The facility focal point confessed they do not have an accommodation that can meet our reservation of 6 people, (c) The facility did not take the minimal responsibility steps the time they realized that accommodation's referred location is wrong, means they did not actively call me to make me aware of their mistake. They simply reported No-Show, and Booking.com accepted that.
It is totally inappropriate, Booking.com preferred the un-honest information they received from the facility over my report, they did not support me and did not force the facility to provide me with the refund.

I booked a hotel with free cancellation, which I then cancelled. In their mobile app, on one page it shows the cost is X (and they charged my card X). On another page it shows the cost is Y, and they refunded Y (and ofcourse, Y is lower than X). When I contacted them - they said ask your bank. Even though the higher amount is listed on their app, in my bookings page, as the cost of my booking.

You can't make changes or cancel they tell you to contact the airline directly. The airline says they can't make changes when you use a travel agent. I will never "save" enough money with a booking site to make up for this loss. The plane has taken off and I just wasted enough time on hold to have driven.

I lost a huge amount of money because I was not able to cancel my flight according to booking.com policy, instead of the airlines. The customer service is very unhelpful and has difficulty understanding requests in general. It was a horrible experience booking with booking.com. The company policy disregards covid-19 and rights to cancellation. Booking.com doesnt follow the airline rules as expected, and its the last time I ever book with this agency.

I will never use Booking.com again. I was lied to several times. When I followed up on my concerns Booking.com told me to call the health department on the hotel I was staying at and only offered me false promises of someone calling me back within 24 hours to relocate me. They did not take an extremely situation seriously and failed to follow you. Please book through another site. I doubt they will be around operating this way. Save your self.

We arrived to Disney with our two small kids, we had a reservation confirmation 5 months in advance, the place was paid upfront.
When we get to the property they tell us that the property was sold, we called booking and they didn't know anything about it. After 5 hours with customer service on the phone the left us stranded in Orlando with no place to stay, they just offered us a refund and we had to find somewhere else to stay that same day.
Obviously the rate of reserving the same day was 5 times than reserving 5 months in advance at the end we had to pay it and booking didnt care at all.
Whatever you do avoid booking, com

Their customer service is a joke. Their emails make promises they don't keep. If I were still living in the States, I'd sue on the principal of the thing.
My situation: I am preparing for a funeral service. A friend needed to fly in, so I went to arrange a hotel. In transferring from Google to Booking.com the date was not correctly transferred. I didn't check it, so that's on me. I booked and got a confirmation email. Free cancelation til an hour after booking. Okay, so I book the right date thinking I'll cancel the other date real quick. I can't do it through the email (link for changing booking doesn't work). So I send an email to The customer service and the hotel (last one just to be thorough seeing as the cancelation window was so small). Hotel tells me they can't cancel in the system either but they are willing to cancel seeing the circumstances if the booking partner asks them. So I wait for the email from booking.com. "unrefundable rate" is the answer. I point out that the mail says different. They state they can't help as this is a Partner Offer. This partner, Hotelbeds, can't be contacted directly. So basically: we will be keeping your money.
Please, don't book here. You're fine if you don't need customer service. If you do? Say goodbye to your money!

I pre-paid for two rooms with two beds. The hotel did not have any of those rooms available so I was given two rooms with one bed. Hilton said booking.com did not reserve the rooms I pre-paid for and there was nothing they could do to help me. Hilton directed me back to booking.com, who would not help me.

I am a "Genius Level 3" on Booking.com, whatever that means, because I previously used this website without a second thought. We had to cancel a one night trip for our daughter's tournament because she is sick. Super easy with airlines but with booking.com, it's a whole other level of "service." They instruct you to use "chat" function for best service but then after providing all the details of your booking, they tell you that you have to call. After going through the same rigamarole with the phone line, I finally speak to customer service rep who tells me she will EMAIL me a form to start request for refund procedure. Wth. I get the email which states that I cannot start the request for refund until after the booking date and time have passed, quite honestly laughable as they will then state that no refund possible because we did not notify in advance. I was telling a friend about this and she said she never uses booking.com anymore because of their terrible service. That makes two of us now. Oh, and the voice prompts on their customer service line is British. Why? I'm guessing because their customer service is now British. No offense intended, I live in the UK for 12 years. British customer service is non existent and they are the masters of very politely giving customers the runaround and not providing a refund. It's not worth any small savings you may get on Booking.com or the convenience of one stop shop for hotels and cars, just book direct.

Dishonest business. Two chat agents told me they talked to the hotel rep and received a confirmation that they will refund me fully. I waited for the confirmation letter from the hotel, which I received promptly. Now booking.com won't refund my money at all. They say they don't recognize it. The hotel also says there were never such calls from Booking.com. Now I'm out of 300$ and both bookings cancelled. Chat agent still tells me to wait for hotel to respond. It's totally fraudulent. I don't know where to call to report them.

My name is Michael and I own a retail franchise in Cochrane Alberta Canada but I live in British Columbia. We have to travel to the store every now and then. We used a Netherlands based OTA by the name of booking.com in early February 2022. I booked a hotel online for a business trip, easy enough. We were unable to use the hotel due to a fire across the street so we requested a refund and it was granted. This is where my experience took a sharp nose dive. In order to even find a phone number to call you must have your booking number and pin number. I could imagine this could be a horrible thing if you were traveling far away and didn't have your info on you and something happened to your booking. This just seems a tad shady to me, not really customer focused. I spoke to a person on the phone and granted my refund and said I have to wait 7-10 business days, fine. That period of time went by and then some. No refund. So I called again and now I have to wait another 7-10 business days. I asked to speak with a supervisor, I was told I would get a call from one the same day... no call. So I called the next day and the supervisor wouldn't speak to me. SUPER SHADY. Pain in the a$$ to contact, pain in the $#*! to deal with for a simple solution. There are far better services out there. I am reaching out to my credit card provider for transaction reversal. I do not feel comfortable posting proof of purchase for personal security reasons. How ever if you think I am not telling the truth the Ramada in Cochrane Alberta burned down on February 8th. It was located across the street from the super 8. Google it.

I paid in full for a hotel in Key West.
Upon arrival to the hotel, I was told that they did not have my reservation. I showed them the confirmation from booking.com and they still could not locate my reservation. The hotel was completely sold out. I was lucky enough to find a room, for $1,500. FOR ONE NIGHT at another hotel.
I've been asking booking.com for a week and a half to refund my original purchase, but they refuse…. It's amazing that they will not issue a refund, for a hotel stay that never happened…. Imagine if I asked them to compensate me for completely ruining my vacation?

I recently rented a car thru Booking.com on a vacation in Ft. Lauderdale, Florida. I paid for the reservation thru Booking.com. When I received my receipt for the rental car, which included an upgrade and some undisclosed charges which Booking.com failed to mention, it only showed 85% of my payment was credited to the rental car company. They tried to weasel out of the difference by saying it was because of the upgrades! I said bulls***! I could have added all kinds of options and the payment I made upfront should have been what was credited to my rental. They then said this is a matter you'll have to take up this the car rental company to which I responded, I already did and they said it was Booking.com's issue. Booking.com asked for copies of the rental agreement and gave me an email address to send it to. Twice I had to do this and in a chat today, they said, we never received it, you'll have to open another claim! That would be the 3rd one! I told them I was filing a complaint with the Attorney General's office in Florida who I hope throws the book at them(pun fully intended!). Oh yeah, while they did credit the payment I made for the hotel room properly, the pictures of the place featured on Booking.com were nothing like the actual place! To call it a sh**hole is being nice! Booking dot Yeah, not for this guy. From now on its Booking dot No FN Way!

Scammers have literally broken into their email system and caused me to book the room directly from the hotel. Trying to get ahold of someone to resolve issue is virtually impossible. Used these guys for years but will never again!

This reservation service is despicable. DO NOT USE THEM. They charged our card twice for 2 different hotels, but neither one of the hotels have or had the reservation in their system. They refuse to refund our money saying that they can't do a reversal of charges unless they get the okay from the hotels. Well, the hotels say the same thing, that they can't reverse the charges because booking.com has to do it. Nobody even stayed at either hotel. It's going on 3 months now that I'm trying to get reversals on each charge. Next step is that I file fraudulent charges at the bank. THEY TAKE YOUR MONEY BUT WILL NOT REVERSE IT WHEN THE PROBLEM IS CLEARLY THEIRS. I will never use any kind of service remotely close to this, ever. It never turns out good. I'll continue to go directly to the hotel itself just the the good ole days.

I had a disastrous experience hosting with booking.com yesterday. I rented the flat to 2 poeple and last night I woke up at midnight by complaint from neighbors saying there is a party of 30 people in my flat. I came to the flat and there was 30 teenager in my 1 bedroom flat!? After so much shouting they went to sleep at 3 am and they left the flat in a complete mess. After pestering them so much in the morning with 2 hours delay in the checkout.

There is no way to review the guests on your platform and the customer service is absolutely rubbish in following up and resolving the issues.

*** Don't recommend using booking.com if you are a private host. ***

I booked a hotel in Fort Meyers Beach. We got to the hotel and the clerk said the hotel was over booked! We called and couldn't find a suitable property that was close booking.com didn't seem to care! We had no hotel! I wouldn't book with them ever again. Hotel don't honor their policies if they can get more money. To resolve they wanted to make me pay for a more expensive hotel and refund me for the one they already charged me for! I was out thousands of dollars!