Booking.comReviews 4,264

I booked accommodation through Booking.com one year before my trip. Booking.com confirmed it and took my money.

Shortly before the trip I got a notification that my trip is cancelled and I got a refund for the accommodation. They also made all kind of promises that they would help me re-book, even cover the difference if any.

Based on Booking.com confirmation I booked flights, paid conference fees, took time off for myself and family, etc.

By the time they cancelled my accommodation there was very limited, and therefore very expensive availability of alternative accommodation in the destination city. Booking.com offered few options, such as e.g. in another town almost 2 hours drive away. When I refused those options, they simply said that the alternative accommodation in the destination city is too expensive (despite their previous promises) and refused to help me further.

Booking.com incompetence and refusal to fix it caused me significant inconvenience and expense.

At 2.15 pm I arrived to check-in. The first time I came, I saw the hotel it has not the same as a picture. I tried to cancel, but the reception said that only the booking.com who can cancel. I called so many time but no one answered. When I connected the booking.com, the operator name Kevin said that he can't do anything. Because I paid for refundable. He said that the only person who can cancel is the property. He wasn't polite to answer me. I mentioned that I want to change a hotel and paid more. The hotel is very small, dirty and behind the pharmacy, it just like a room in the boarding house, near the gang. This is not a hotel this a rented room. I want a refund and change the other room. This is so unpleasant because I felt that I bought a merchandise in the box, after I open the box, the merchandise was not the same as I ordered. But the seller said that I could not return. I felt like I bought something from a scammer. The hotel hold my ID card. This is unacceptable and Not happening in other hotel.

Reserved two 2 double bed ocean view rooms Aug 2019 for a 6 person Cancun trip in Jan 2020, 5 months in advance so I would be guaranteed rooms at the best rate. Three wks prior to trip received email that the reservations were cancelled. Contacted Westin and Booking.com immediately to advise I did NOT cancel these reservations. Asked for the reservations to be reinstated with the same room type, amenities, dates, and price. Neither The Westin nor Booking.com was any help. The Booking.com agent Zeiron Renz M claimed she spoke to Daisy at in-house reservations at The Westin and she agreed to reinstate with same terms but I had to call Daisy directly, could not connect call. I called Daisy, she claims that was never discussed. Daisy confirmed same rooms were available but only willing to book new reservations at current rate which was substantially higher without same amenities. I asked to speak to a manager and Daisy said no. Zeiron Renz M then refused to take my call. Called Booking.com multiple times that day trying to resolve. Just want the reservations I NEVER CANCELLED to be reinstated. Spent several hours on the phone and in the end nothing was resolved nor will it be. So the reservations I made 5 months in advance were cancelled by someone at either The Westin or Booking.com 3 weeks before our trip and representatives at both companies were absolutely content with that and unwilling to do anything to resolve the issue.

Reserved two 2 double bed ocean view rooms Aug 2019 for a 6 person Cancun trip in Jan 2020, 5 months in advance so I would be guaranteed rooms at the best rate. Three wks prior to trip received email that the reservations were cancelled. Contacted Westin and Booking.com immediately to advise I did NOT cancel these reservations. Asked for the reservations to be reinstated with the same room type, amenities, dates, and price. Neither The Westin nor Booking.com was any help. The Booking.com agent Zeiron Renz M claimed she spoke to Daisy at in-house reservations at The Westin and she agreed to reinstate with same terms but I had to call Daisy directly, could not connect call. I called Daisy, she claims that was never discussed. Daisy confirmed same rooms were available but only willing to book new reservations at current rate which was substantially higher without same amenities. I asked to speak to a manager and Daisy said no. Zeiron Renz M then refused to take my call. Called Booking.com multiple times that day trying to resolve. Just want the reservations I NEVER CANCELLED to be reinstated. Spent several hours on the phone and in the end nothing was resolved nor will it be. So the reservations I made 5 months in advance were cancelled by someone at either The Westin or Booking.com 3 weeks before our trip and representatives at both companies were absolutely content with that and unwilling to do anything to resolve the issue.

Made a reservation for 3 nights at the loft koh samui hotel yesterday and we had to cancel before even sleeping 1 night because the bed was so bad it was painful laying on it and no water was coming out of the shower. I expected a full refund because we didnt even sleep 1 night but instead they charge me the full price and on top of that they charge me an extra cost for cancelation... no way To get my money back... Allways check your room before paying...

Booking.com advertise and sell private accommodation (Airbnb) as hotel accommodation and don't tell you about this before you pay for the reservation. After receiving your payment, they provide you with host's requirements and if they don't work for you and you want to cancel your booking, they charge cancellation fee.
In my case, I paid booking.com for the hotel and was informed that this is private accommodation and the host check-in time is 4:00 pm - 10:00 pm. My flight arrives to this city at 10:00 pm and I can't check in before this time. I talked to booking.com custom service manager Kes about this situation and he confirmed that it was booking.com mistake but he cannot help me. If I want to cancel me reservation, I have to pay 95% cancelation fee and after he hang up the phone. When I phoned to booking.com custom service again I talked to Udgin and she said that this was my mistake, the managed doesn't want to talk to me anymore and hang up the phone.
This is a terrible customer service!

Horrible experience and will never use again. Long story short I booked a motel under the impression there would be 0 charge to book the motel until arrival date. The only charge there would be is a cancelation charge after certain date. A transaction was made from my bank from the motel so I called and she told me there is charge of the first night of the hotel that you have to pay and I told her there was a no charge. She said in a email that is sent there is a fee for the first night, the only way you can get that email is if you book the room which basically is a scam. They are in process of reimburse my account but never again will I use this company. Also rude on the phone.

I booked a hotel for 2 nights with Booking.com, and after finishing the reservation and out of curiosity, I checked Expedia.com to compare pricing. I found the same exact room on Expedia for $19.65 per night less, or $39.30 less for both nights, not including the additional taxes and fees. I took a screenshot of the Expedia page CLEARLY SHOWING that they had one room left when I contacted Booking.com customer service for the price match. I sent the screenshot to them, and they later sent me a denial letter stating that when they checked, the room was no longer available. Terrible customer service (although the rep was friendly and polite). I had documented proof that the room was available at the lower price, and they denied the price match anyway. I sent then another reply after they denied the price match again attaching the screenshot clearly showing there was a room available when I first contacted them, and they have not responded in the last 24 hours. I did also tell them that if they refused to honor their price match "guarantee", that I would submit my reviews and never do business with them again. Their response was to not respond!

We booked 3 different vacations to Las Vegas because their rates show that the taxes and fees are being included. Upon arriving at the hotel we were told that this is not true and the $50 per night fees must be paid. Booking.com was completely useless and couldn't care less when we spoke to them. They wont' provide any refunds, won't put a senior person on the phone and basically just take your money. DON'T EVER BOOK THROUGH THIS COMPANY!

I booked a rental car from Europcar through Booking.com Entered in my Lloyds bank debit card details to find the money deducted from the account. A few hours later we decided to cancel the rental car & went through the process accordingly. But to my surprise Booking. Com refunded my payment with a foreign currency, which resulted in the bank deducting Exchange rate of £25.68 less Plus the bak fee of £41.57 Total £67.25 deduction difference.

I liked booking for the fact you could book earlier and pay later, and the wide choice of accommodations they offer. But after what I am about to say, and I am a Genius customer so I have some discounts at times, I have decided to search a better website to book my travels.

1st a very very serious issue has been when in a hotel the manager made us pay more to stay until night and then threatened us to kick out our luggages and insulted my boyfriend with me while this is criminal since can even be sued for this and I even lost a expo I paid 40 euros per and Booking.com said the right one was the manager and gave us no refund where it was clearly criminal
2nd i booked a hotel and nobody told me lobby was closed when I said I should arrive early and at least I wanted to sit down since I was tired and all the hotel at morning was closed; then I found hair on the bed, hair and leftovers in the fridge and dirty kettle. They only gave me 10 euros of refund. They even said the hotel did not want any refund. May I say, this is a shame.

I am looking now for better websites and in the meantime I will send a letter to Booking.com

When we arrived at our Bayonne Hotel La Gare, there was no electricity, none of the staff spoke English and would not accept us as guests as they did not know when there would be power restored. They waved us off, did not have a record of our confirmation. Three hours later we get an email from Booking.com asking why we were "No Shows' and failed to report to them. Later the hotel claimed we have to pay for the room as "the power was only off for 10 minutes". Booking claims they only act as "intermediaries" but accepts the hotels story - who of course pays them a percentage as broker of fees. I will never use these bunch of shysters again. They are liars like their hotels who are their actual customers - not you as the paying client. This is a crap operation and full of deceit.

I was trying to book a hotel through this site and the booking would not go through. It kept reading "try again in a few minutes". Well, wouldn't you know... all those bookings went through and I was charged for multiple hotel rooms on the dates I chose. I was not refunded any of my money or even so much as given a credit. Go to a reputable site like Priceline for discounted rooms unless you like paying hard earned money for nothing.