Booking.comReviews 4,264

We asked for help on a name change which booking.com simply refused to do based on policy. They wouldn't even pass on the name of the third party supplier which ended up being AGODA as it was written on the confirmation email, which makes me wonder, why couldnt they give us the name? Simple laziness and poor customer support. In the end, we dealt with Agoda and directly with the Hotel and they were very helpful... which made booking.com look even worse.

I recently made reserved an Airbnb in Wales. I received a confirmation from Booking.com. I thought that meant I actually had the house reserved. Three days later, I received an email from the property manager stating if I didn't call the phone number listed by the next day, they would assume I was merely inquiring, and my booking would be released. I did not see this email before the stated deadline. I call Booking.com customer service and spoke to a very nice gentlemen who reviewed all the information and assured me that the property could not cancel as they did, and that they had to honor the booking.com reservation. I was assured it was going to be okay. This cycle has happened TWICE and I still don't have the place reserved. Booking.com shows is fine--property sends me notification that it's been cancelled. Frustrated beyond belief with this process!

I have been trying to contact Booking.com to recover monies that were promised to me over 3 years ago!

I have called, emailed and even requested a call back on their website and nothing! Apart from an email saying that the booking was to long ago. Even though I still have all the relevant documentation from the booking and the email stating that I will be entitled to a refund!

Can someone please contact me, or send contact details for me to call or email where I will get a response!

Regards

The company is run by cowboys. The members of staff are a joke.

I received a "courtesy call" at 8pm on a Sunday after 3 and half weeks waiting for a refund, to be told it would take a further 15 days to receive my money.

I've been told it's procedural and I was told I knew nothing about how banking works, and it was impossible to do it quicker. They are full of nonsense given they double charged me before and returned it with 1-3 days.

Trusting their reviews I booked into a 4 star hotel which was in worst condition with hostile staff. They took my money before even seeing the room and then refused to refund me! I posted my review and booking.com refused to publish it on their website: No wonder there was no negetive reviews of this shamble hotel on their website. This happened a couple of times before too but the hotel was never this terrible. So after 9 years, I've decided never to use booking.com again

Booking.com took my money BEFORE the got damn booking was confirmed and now they claim they will be holding my money for 7-12 days. What a fuggin joke. Here I am hyped af to travel and now they hold my money... go fug yourselves honestly. I even read that others have the same issues and you are not willing to help. Shame on you honestly what a peice of... company. I am never using you again if you don't send back my money. And that's a shame cause I am going on a backpacker trip. Its the whole damn reason I booked in the first place. You're horrible

Just received a compensation offer from Booking, com for a recent trip to London intending to stay at University Hall/International Hotel near Kings Cross. Paid £207 for two nights but stayed a total of 35minutes when my wife and I saw and smelt the state of the corridor and room we were meant to stay in. We were there the time it took to arrange new train times back home - cost us £400 extra on our fares. As we left the 'Hotel' we asked for a taxi to the station to be booked - only to be told this basic service was not available!

Booking.com responded finally after I unsubscribed from all their services and later offered me the princely sum of £20.79 - one tenth of the hotel costs but no mention of our curtailed trip or extra train expenses.

Still awaiting contact from the hotel!
I will definitely not be using either Booking.com (If this is what they regard a 'fair' compensation offer.) or the University Hall, London.

Would You?

I have been booking with booking.com for a long time with no issues. Unfortunately i will not continue to do so any longer.

I booked the Alpha Genesis with Booking.com for my honeymoon. The room was dirty and sub standard. Subsequently i had to check out the next day. Again i spent more money with booking.com and booked another room with them at another property at additional cost to myself.

Booking.com have refused to refund me the cost of the 3 nights i did not stay at the Alpha Genesis (because it was shockingly bad).

Shame on you booking.com. What a disgrace and a pitiful way to treat your Genius rated customers.

I made a reservation on 09/05/2019 on Booking.com for a room at the Kauai Shores Hotel for 8 nights. I found the same room at Otel.com for over $200.00 less. I called and sent a screen shot to Booking.com about there price match. This is the response I got. Thanks for your question regarding Booking.com's We Price Match. We're sorry to inform you that your claim at Kauai Shores Hotel can't be fulfilled because:
- This isn't the same room type
The room that you have booked is a 'Standard Room with Pool View' which will either have 1 extra large double or 2 large double bed and the screenshot shows that the room type is Double standard room which has 1 double bed.
I called the hotel and they said they only have standard rooms, no double standard. Both are the same room. Booking.com is lying about their price match.

I had a very horrible experience with
I had a very horrible experience with this site, when you book with them they refuse to refund your money in case something happens to you, even if the room is horrible, or if you get sick and can't they will still keeping your money, you call them 20 times they trying to help but they don't! To you blaming the hotel, while the hotel blame them, they charge fees from the hotel to get commission but they say they don't, horrible and cynic final answer of them customer service, better to book straight with the hotel this of steal plp money with they unlawful policies. I've lost £400 in a horrible room and staff hotel and being treated with no respect or any consideration by booking.com after spent all my day calling and sending pics. Don't book!

One of our guest made a false review on our property because we didn't give in to his request to extend for 3 hours beyond the check out time without a fee. Now this guest started ranting on his review that his room wasn't cleaned for 5 days which is totally absurd! Why wait for 5 days just to give a feedback online? Why not complain directly to the frontdesk? Now, when I reported this to Booking, they don't want to take action because it is not in their guidelines.

The Morlan Guesthouse, Aberporth
Well, where do I begin. The whole place had the smell of stale cigarette smoke which hits you as you walk in the door. The room has furniture from the eighties, very outdated. There was no fridge, hairdryer, telephone or iron. The mugs were plastic and stained. Dark carpets, dark curtains, black upholstery all added to the rooms utter depressing aura. The badly fitted bedroom door rattled all night as the door was exposed directly to the elements. Tried stuffing the gaps with paper but to no avail, didn't sleep all night. In the morning ( 8.45 am) we had to use the fire escape as all doors into the guesthouse were locked. Key was posted back via the letterbox. Booked and paid for 3 nights but left after one night. A break we were both looking forward to ruined.

Summary: If you want everything to go well on your holiday, DO NOT USE booking.com

I have been using booking.com for over 7 years when they were a small and manageable company, everything was fine.
Now they are so big that not only they do not care if your accommodation is properly booked or not, but also they do not care if it was any trouble for you to fix their mistakes.

During my last vacations at 3 occasions, my booked accommodation was overbooked, therefore we had to find another accommodation while with our luggage on the street.

Booking.com does not care if it is 11 pm and you have nowhere to go. They have a process to follow and you need to wait. Let the process work. Not only that, when it is time for a refund, they ask you the same documents over and over and over and over again... Makes you so frustrated that you would eventually give up.

I would recommend any other agent over booking.com by far.

Stay away from this company. I will never use this site or any of there affiliates again. I did canceled a reservation and something went wrong on their end and was billed by the hotel as a no show. The only reason the hotel will not refund me is because of the 20% they pay to booking.com. It only cost the company $25 it cost me $250. It also took a week for them to tell me this. Just book direct with the hotel and save yourself some money. Just an update. They are basically calling me a liar. They don't want to fix this. There could have been a computer problem on their end but I sure they would not admit that. They did do a recent update to their site, I have confirmations that look totally different. I received 2 emails from them wanting me to complete a customer service surveys. Really!

Traveling 18 hours, needed a place to stay halfway, booked a place in Redding CA, got confirmation number. Roll up to hotel ready to rest/sleep, line at counter. Clerk says to the line, "if you don't already have a reservation, there are no rooms. A few people got out of line leaving us and a lady with child in front of us. She has a reservation through an online site but she is not on the list, so no room for her. We gave the clerk our name and confirmation from BOOKING.COM, NOPE, no room for us either. 9:30 at night, really need a place to stay on a Saturday night, Labor day weekend. We were screwed.
Went to burger king for food, they had a tourist hotel coupon book, called one, nope, no vacancy, asked them if they knew of somewhere to stay, they looking across their street, they said the Turtle bay motel appeared to have vacancy. Called them, got a nice new room for $100.

Moral of story, BOOKING.com does NOT confirm rooms, and just because you have a "confirmation" number does NOT mean you have a room, it means nothing.
Heaven help you if you show up in a more popular place like hawaii without a room because they don't actually confirm it's availability.
Should you use this site, be sure to call the actual hotel to verify they have you room or you may be stuck far from home without a place to stay.
Turns out the place we booked, Bridgeway inn and suites, had absolutely horrid reviews, so, we are glad we didn't stay there. Ended up at Turtle Bay Lodge, a great stay. So thanks booking for screwing us up, we avoided a horrid motel due to your negligence.

We booked a villa in Gocek Turkey 13-20 August 2019 Confirmation Number & Pin Number received from Booking.Com Also stated on booking form that changing the dates of our stay was not possible and could not cancel as we would be liable for full cost... We booked our flights and hire car around our confirmed booking. On arrival at the airport we upgraded our hire car otherwise we would have had to wait an hour and we wanted to find the villa. We found the villa... locked up... We later discovered with the help of the local people and meeting with the owner that the property was taken off Booking. Com a year plus ago due to bad management by Booking.Com! (The owner of the property was mortified) My phone was not working to make/receive calls... we tried to find somewhere to stay the night but with it being the national holiday in Turkey everywhere was full! By 8:30pm we were tired and hungry so found somewhere to eat still in our travelling clothes. Depressed and very upset. The waiters tried to find us somewhere but to no avail. I connected to their wifi and sent an email at 8; 32pm to Booking.Com. NO REPLY! We were offered the sunbeds around the pool to sleep on and the toilet area left open, we were so embarrassed we declined and slept in the car... and at 5:30am made our way to Dalaman airport to get the first available flight home which was 22:50 for which we paid an extra £758.94.
Booking.Com did reply that day at 12mid day... by which time we had already booked to come back home. They offered no help whatsoever! Every email is parrot fashion and reads the same. We have not been reimbursed for our loss of flights/car hire or flight to get back home... This was our one holiday of the year. We never had it! Someone seriously messed up by confirming our reservation and giving us the green light to go ahead and book everything else... We are now considering Legal Action against Booking.Com This should never have happened.
Our 15 year old daughter was distraught!

1. The customer service people have no idea on how to resolve problems.
2. They hang up and drop calls for no reason and will never call you back.
3 They put you on hold for long drawn out periods because they have no answers for simple issues
4. If you email them they don't respond
5. They promise to call back and they never do.
6. I have been dealing with the same issues for months.

I can't imagine if you are a customer in need of real help/emergency while traveling. You are bumming.
I am in the travel industry and cannot recommend to my customers.