Booking.comReviews 4,265

Hi I do not usually post on face book. I must tell you all never do any business with BOOKING.COM
Anne and I planned a 2 day get away here in Florida. Destination was Dunedin Florida. Checking on line September 20, for a bed and breakfast or something different I found Larnach Lodge & Stable Stay. Showed it to Anne and we thought it would be fun. So I booked it on September 20, Sunday night for the next day.
Monday I go to add the address to my Tomtom and I see that oh my, this inn is in New Zealand. It is now 10:00 AM, September 21 in Florida so Anne calls Booking.com right away. She speaks to Monica A. Tells her this is an error and we need to cancel this reservation as we are in the USA and not New Zealand. (Do take note that New Zealand is a day ahead of us.) Monica said she will check on this and call us back by 5:00 PM or call her back. No news from Monica so I called Booking.com and spoke to Tom. He then called the hotel and comes back telling me that I still have to pay $104.06 for the room as I need to cancel by September 15, what it is now September 21 this was booked on September 20. Now on booking.com it is written that you don't pay until you arrive but they do need a Credit Card to place the request. I asked Tom what will Booking.com going to do to help with this. Tom states it is not their problem as the bookings go directly to the hotels. They do not have any dealing with the billing. That I should read the fine print for the hotels rules for cancelation. So I also asked why does Booking.com have a hotel in New Zealand at the top of hotels in Dunedin Florida, USA? This is an error on their end. He did not seem to care. So after dealing with this for a day, I will have to pay the price for this deal with Booking.com I will Never Again use their site.
Well Anne and I did have a great time in Dunedin Florida and found a lovely place to stay called the Meranova Bed and Breakfast.
Please do share.

I wanted to cancel a non-refundable booking (which from their terms I was entitled because of COVID-19 lockdown air and travel bans) because I couldn't travel during my total lockdown in my country. They said I don't qualify for that my country has no restrictions, and I can travel (even if I can show proof from official ministry site that you couldn't).
Also in that period Hotel where I supposed to stay CH-Hotel Luka Vienna (shoutout to them, please don't go there) was closed and no one answered at phone or email. Long story short, after months of trying to get my money or get a credit for the amount I payed, booking wiped clean out all the messages from their system and gave me a official response that I will not get my money back because was non-refundable, so if the Hotel was closed even If I would go there I could've end up sleeping under a bridge in Vienna, and Booking.com is fine with this and stay strong and proud. Just avoid Booking.com and hotel mentioned they scam you, and I am not the only one in this situation at the same Hotel.

I booked the hotel for Chicago marathon 2020, at the time I booked it it was around $200 per night. I did not realize I booked Booking Basic until I clicked the button and saw the confirmation. Anyway, I didn`t care too much back then. Going to the 2020, Chicago marathon had been cancelled due to the pandemic, and the hotel rate goes down to $90 per night on the same dates I booked. I called Booking.com to see if there is any options to cancel or price match this booking. The first customer service agent I talked to told me to contact Agoda if I need to make any changes of my booking. I called Agoda agent and they were really nice and trying to help, but they could not find my booking record under my name, the confirmation No. Received from Booking.com simply does not work in Agoda system. Anyway, I called Booking.com again, and this time it`s a different agent, as soon as he heard I was calling for booking basic, he stopped asking me basic information of my booking and tell me to contact Agoda and the Hotel. I told him I already contacted Agoda and I would like to get a valid booking reference for Agoda to find my booking, he told me said he has no idea and Booking basic is beyond their support scope. Then I called the hotel and they understand my booking was for Chicago marathon and they are willing to make some changes to my book, even refund it, the thing is they need my travel agency to initiate that refund request. Because they can`t directly refund me due to it`s booked via agencies. So here comes the dead loop: I called Booking.com again, I still got the same response that they do not support Booking basic; I called Agoda again, they still can not find my booking record without a valid confirmation No... This whole experience is very frustrated and I don`t think I would still use Booking.com anymore even I really favor their service prior to the Booking basic experience.

I travel a lot and use various booking sites. During the last two bookings of mine on Booking.com, beautiful pictures were posted of the rooms that I booked, but when I arrived were filthy. During a pandemic, this site should be more in-tune with the facilities that they promote and should look into and not promote dirty facilities with poor reviews. During one booking, I was charged a cleaning fee for a room I never stayed in, and was not entitled to any reimbursement because they had notified me of my cancellation status TOO LATE. This is unacceptable customer service and business practice, particularly during a pandemic. Use the other travel sites.

We rented a condo, due too covid 19 the destination city was locked down, canceling our trip.
Booking. Com charged us half of what we paid too book the condo. Imagine that 50% i didnt know logging a few key strokes was so labor intensive and expensive. Watch these folks they have disclaimers up the wazzoo all aimed too screw you, the consumer. Go some place else.
Thank you

When I canceled my trip booking kept saying it is up to the property if i get a refund while the property said it is up to booking. I called Marriott headquarters and was told booking buys the rooms and after that everything is up to booking. So why do they keep saying it is the property. I filed a dispute with Capital one. They are handling it now. I am not sure what makes me more mad, getting ripped off $500 or the constant lies.
They have more than my deposit and kept it all.

Booking.com has the worst customer service: they never investigate any issue, they don't respond in time and when they do respond - they provide irrelevant "canned" responses. Each time you get to talk to a different person - that is if you are lucky to get to a live person - who has no clue, and often different service reps provide different "resolution" suggestions none of which works. I have had a huge issue with booking.com last year and lost $2,374 because they have setup my host account incorrectly - as a hotel- (and different from my other 2 host accounts) without my knowledge, and the guests never paid and it took me a month to discover because I did not suspect it would be setup wrong "at booking.com discretion" per one of their representatives. After countless hours on the phone and emails they finally fixed the account setup but never refunded any money nor attempted to collect from guests who stayed and did not pay. This year again the issue was with them refunding the guest which I informed them to not refund. Took them 2 weeks to respond and by then of course a refund went out and there was no way to collect it back. Horrible customer service. Don't know why the stock of this company is so high - there are definitely in some shady business and not to be dealt with...

Unfortunately, due to extremely poor customer service I will never use Booking.com again. The representatives will refuse to connect the consumer with management, and if you are told they will connect you - they will disconnect the call.

Representative Pablo G. Raised his voice and argued with me for 10mins about how he would not allow me to speak with a manager.

In regards to price matching,
I sent the company a link as well as screen shots to the same room on Expedia which was $100 less. The Booking team did not respond until 48hrs later, after which the room was no longer available and DID NOT PRICE MATCH.

Horrible service, unprofessional, and would not recommend.

Consider Expedia.

If I could give them zero stars I would. I tried for over a week to change hotel reservations. Did the request on the website, then was told to contact the property. Contacted the property, they said to call booking.com because the have to change the dates. CALL WHO, you find me the 1-800 number for booking.com, there is none. Finally got it changed the day we were arriving. Already had conformation from the hotel they would accept the date change (Wed - Sat instead of Thurs - Sun) with no added fee. Booking changed the dates and then charged me a fee of 65.00. I told them the hotel said there would be no change in the price. Booking said they called the property and that this was the price that was given. I called the property directly after the dates were changed, no one from booking.com ever called them, so they lied. Do not use this Service. Oh use it to look for hotels YES, but then call the hotel and book directly with the property. You will thank me later.