Booking.comReviews 4,265

I used Booking.com and it was a HORRIBLE experience. We booked an All-Inclusive stay at The Betsy Hotel in South Beach weeks before we were to arrive. Since it was a 10-hour drive, we went down early to be there rested when our vacation started. On Sunday evening, less than 24 hours before we were supposed to check in I received an email saying that the reservations were not All-Inclusive as it said on our reservations and if they didn't hear back from us in 30 minutes the reservation would be cancelled. In that we had booked All Inclusive and were not getting what we were supposed to get we decided to go home. The next morning our way home as a precaution I called The Betsy Hotel and was told they had no record of our reservations. I called Booking.com customer service and they told me the reservations were not cancellable. I explained they had sent me the email cancelling my reservations and why. He finally said okay but I would have to pay a cancellation fee. I explained very slowly that they had sent me an email to me explaining that the reservations were not All Inclusive as was plainly said in the reservations and they emailed me they were cancelling my reservations and he said okay and hung up on me. That was four days ago and I have not gotten a credit on my card so I am disputing the charge. DO NOT USE THIS SERVICE!

Booked two rooms with two beds each for one night in San Juan. When i got to the hotel, they said booking.com sent them a request for two rooms with one bed each. Thats two missing beds! A 12 year old can book better than this website. Never going to use booking.com ever again!

We booked at the Goodlife in Barbados but due to the present state of the pandemic had to cancel. We were very impressed that our refunds were returned without any long waiting period and red tapes. Thanks you Goodlife for your courtesy and professionalism. Burgett.

Have tried to log one or two fair but ad verse. Reviews about bad hotels. However B, C then don't carry them!

We used their taxi.booking.com to arrange transportation from the Cozumel airport to our resort so that we would not have to worry about anything when we arrived. We never saw our driver and ended up using service that was on the curb. We pre-paid $85 but the service on the curb was only $25. They refused to give us the difference back. I called "customer service" so many times - even was hung up on! Horrible service. One customer lost and would never recommend their rip off to anyone else.

I started using booking.com about 2 years ago. So I'm no new customer to them. booking.com got me a reservation with at motel but this Motel had policies they will not rent a room to people that live within 60 miles of their Motel me not knowing this cuz I'm going through booking.com I assume this is what they do so they would know the rules their policies they said they booked me a room at this motel in the motel calls me and cancels the reservation because I live within 60 miles of their facility so I go through booking.com and get another room or at another facility another motel the next morning I get alerted on my bank account that both motels have build me I called call the motel and they're not about to reimburse me I get a hold of booking.com and they don't think it's their fault that's why I go through booking.com for little things like this to look out for me. Booking.com has not tried to make it right it all they just sent me an email saying pretty much that I'm beat so I don't get it why even be in business you're not going to take care of your customers all I'm saying is I do not recommend booking.com there's a whole bunch of other travel agents out there booking.com is not a very good one I'm a very unhappy customer just after two years of loyalty they moved me to genius status and then this not as much as open apology have a great day

Booking.com are great at taking your money, but that's where their participation ends. They will not even attempt to help you with any issues you might have with a business, or reply to any of your messages or disputes.

I saw searching for a place at the beach in South Carolina. They mixed in a resort in Arkansas 1000 miles from the beach. No where on the sales page was the address to the resort. They required me to forfeit $1000 in fees to cancel.

Their customer service is awful. I've been trapped in this hotel which I booked for 10 nights. I've contacted customer service 4 times now and have not heard back. They've already charged me the full amount and won't give me a refund.

Me cobraron, a pesar de que, en ningún momento, ice uso del cuarto reservado, por que cuando llegue al hotel no había cuartos y según ya tenia reservación, que coraje, pagar por algo que no usaste, cuidado cuando reservas aquí booking, por que no ce hacen responsables, por los cargos, y te quedas sin cuarto, y sin dinero,

Booking.com Took $400 from the account even though we canceled the reservation. They You should have the refund back in 16 Business Days and it has been Almost Month But the Manager is keep Making us runarround. BIG BIG SCAM DO NOT BOOK ANYTHING FROM THESE MONEY STEALERS PLEASEEE

I recently booked a hotel -- or tried to -- through Booking.com. Everything seemed to go through, including my credit card information, but I never got a confirmation number or a confirming e-mail. Just crickets. I jumped through all of their silly hoops to access their customer service, but most of the options require you to input your booking confirmation number. So not helpful. I finally called the hotel directly and was able to book the room myself for the same price. Never again.

This doggy multinational doesn't provide refunds on booking mistakes. Will be contacting the commerce commission, regarding this company as it seems at odds with the fair trading act. I believe this company adds little or no value to New Zealand tourism

Booked a house at twin lakes country club in Burton Cumbria via booking.com as a family member was terminally ill and I was bringing the grandchildren to say goodbye to them, the owners knew this and seemed sympathetic, even telling us to arrive early so the children took a 6am flight to find they won't allow access despite being paid in full early, the next day the same thing happened with only half an hours notice, and I was then worryingly sent fake invoices claiming Lyndsey had paid £800 (amount changed on different invoices from her and from Paul McDermott) claiming they paid for alternate accommodation for us which when we checked wasn't true- so I cancelled the booking within the time frame for refund, was promised a refund 3 times on chat and email, but the scammers who own the property won't refund, so booking.com are bound to, but instead of refunding me they disabled my account with the promises of refund (screenshots were taken so this was pointless) and won't open a complaint despite over 30 requests, or refund me, hundreds of emails and calls and 2 months later they claim to not know anything about it. Proof of booking, cancellation and payment sent but they don't want to refund the £5000 I paid them - instead preferring to ignore and block me. Ombudsman and lawyers will handle from this point as it has driven me insane with stress and wasted a lot of time. Daily emails and calls to them and all I get is a repeat email asking for information I can only access via my account, which they disabled. I will never use them again and suggest strongly no one else does. Absolutely unacceptable treatment from both the owners and booking.com. During the two months of daily contact with them on email and on hold on the phone or live chat for 9 hour periods the family member has passed away. No shame at all, Booking.com should refund a grieving family, they made a difficult situation so very much worse.

I booked 3 rooms in mid-May for early August so my family could celebrate our 75th birthdays and I checked their website every few weeks to make sure things were okay. I even called the hotel directly but I was told that since I used Booking.com I had to communicate directly through them. When I tried to take with someone at Booking.com, it took me about 30 minutes searching to find a phone number and then another 30 minutes hold time before a real person answered who assured me everything was arranged.
When my daughter arrived at the hotel, she discovered that we HAD NO rooms reserved at our beachfront hotel on a busy Saturday. Snice she has a Marriott business account and lots of shuffling by the hotel clerk, she was able to secure 3 rooms but they were not on the same floors as we had hoped. The clerk said this often happens with reservations made through Booking.com and that she tells people to use other sites!

Horrible experience! Costumer service takes ages to reply. Absolutely no explanation for why this happens. Thousands of clients go through the same ordeal since 4 years ago, I saw lots of complaints, including from the hotel I booked (they said it happens all the time). In other words, this lousy corporation is stealing our money for an undetermined period. I donțt care if they give it back eventually. They are using my money fraudulously, and thousands of other unsuspecting clients! We are being used and robbed for the to make a fortune. I woundn t use booking again if it were the last way on earth to book an accomodation!

Disappointing customer service experience.

Booking.com chose not to respond to reasonable request move out a booking due to current travel restrictions and took the option to charge a cancellation fee of 50%.
The service is a sham and endeavours to isolate itself from direct communication and does not log any request through the customer service app to fall back upon.

Don't waste your money go direct to the hotel and ask them to price match, guaranteed you will get a better result...

Marcel

We booked out reservation. They charged us then sent an email saying they couldn't confirm and they would refund us. They did refund us then charged us again for the same booking later. We called and emailed several times and they keep saying they will refund us the $488.88 but never do. To this day they still owe us $488.88 this all happened in June 2021 and they keep lying and not issuing a refund we have literally paid twice for one night in the keys.

There used to be great customer service here, but no longer. Apparently people can list whatever they want and even if the property overcharges or there's something fraudulent or false in the listed information, there's nobody to talk to at Booking.com anymore. Their contact us options all lead to contacting the property and there's nobody to help customers.