Booking.comReviews 4,265

We booked a 4 star hotel in Scotland. Turned out to be a dump with black mold and bed bugs. We left in the morning and for 10 days now can't get out money back. Hotel is refusing to refund and Booking.com is doing nothing. We can't force them to refund they tell me. They defend the hotel and don't give a damn about the customers. Wrongfully so, it's customers who make their profits, not hotels. Without customers satisfaction those hotels are worth nothing to Booking.com. Half the the reviews are fake and nobody cares. I will think twice now before I use Booing.com again.

Never used this company but getting emails saying I have reservations... W. TF... I phoned them up and they said that "they don't check the identity of people using their site"... Again WTF... so this age of terrorists moving around the world they are potentially helping them!
No money has gone from my account, but somehow my details are being used ONLY on their site.
They didn't want to help, instead they are happy to allow someone to use someone else's details on their website.
BE AWARE YOU COULD BE IN A ROOM NEXT TO A WANTED KILLER, TERRORIST OR SOMETHING EVEN WORSE!

I am baffled by Booking.com and this is the second time they have done me wrong (and the last) but this one is the cherry on top. It's disgusting that they don't care about basic human rights, that they quote their policy of no refunds or cancellations even though my life was put in danger. I was threatened by workers of the hotel I prepaid for when I wanted to leave my luggage in storage the morning of my check-in date. It was so bad that I was in tears, shaking and left on the street. How was I supposed to return to that property to sleep? Well Booking.com believe I should have. They refused to offer any help with this matter, they did not contact the hotel based on my intimidation/harrassment complaint, they did not offer a discount on another hotel, they did not provide a credit, they did absolutely nothing and the hotel somehow has my money while I had to pay another $150 for a nights accommodation I had already paid for at a different hotel because I was threatened. Why do victims seem to have no rights? What a disgrace of a company. To not have in place a procedure that deals with unexpected circumstances like mine is appalling. As a young female traveller in a first world country I didn't ever expect to be treated so inhumanely by a hotel which you pay for services to provide you comfort and safety. Booking.com should be held responsible for advertising properties like this one as 9 out of 10 and having young females enter without a policy to protect them. NEVER USE BOOKING.COM. You will never speak to a supervisor, you will never receive a refund and you cannot complain to the accommodation because they will direct you to booking. I have notified the police and have provided my statement. I hope Booking.com loses many customers because of this review.

I booked a hotel through Booking.com. What a nightmare of a company to deal with. We arrived at our hotel after driving for more than eight hours, only to find the hotel closed.
After trying to find booking.com phone number, I was informed they needed to verify that the hotel was closed. There was a sign posted on the door from a Government agency, notifying of the closure.
Booking.com said they need to give the hotel a chance to respond before they would do anything for me. I was sitting at closed hotel, getting darker with two children.
They informed me they would call be back with a status within 30 min. One hour later I had to call them back.
After another hour being put on hold, I was informed they would switch me to a motel 6. I said that was unaceptable as I was close by this hotel watching drug deals in the parking lot. The lady said that is the best they could do. I informed them of the safety concern for my children and they absolutley did not care.
I did request to put in any other hotel and they refused because the cost was higher. I spent a total of 3 1/2 hours on the phone to no satistfaction and ended up driving through the night to my next destination. I would suggest that you never use this company again. I have booked through them before and was very dispointed in the hotel they represent.

I booked an apartment in London for a family of 5 in April 19 and made an upfront payment with my credit card. 1 week before the arrival date in June 2019, I was told that the credit card was 'invalid" and asked me to update the card details. I did so as told for 4 times using 2 different cards but all came back as invalid. I rang the hotel who refused to say if my reservation was still valid or not and was asked to send them an email. Then 2 days later, I got an email to say the reservation was cancel. This was followed by the email to explain that my credit card was classified as high risk of fraud! Hence reservation was cancelled. They have already taken the payment successfully 2 months ago and then turn around to say my card was a fraud? Blatant liars. I am sure the hotel double booked and decided to cancel my booking last minute. Never booking.com again. If only I can give zero star, I would.

When you call to file a complaint, booking.com is helpful in that they tell you what you want to hear "the refund will be processed" or "we will compensate you". The reason why I am writing a bad review for booking.com is, yes they are an agency and apparently only take 15% commission from hotels, and yes sometimes they do not process any credit card payments. But this time around we were charged before we even got to the hotel. We stayed one night and paid for four nights, we had to leave due to technical problems the hotel was experiencing. We asked for a refund from the hotel, even the owner acknowledged there was a problem and refused to refund us. They told us to take it up with booking.com. So we did. You are given the run around with, it was the hotel's fault. And then later on, it wasn't their fault etc. 2 weeks and still no results. Not good enough! There is customer service but the service is not to resolve the issues, it is just to listen to you complain.

Went online with booking.com and reserved a room. Received confirmation back with codes, and all go to go. Arrived at the hotel and found no reservation. Called booking.com and they said they had verified with the hotel manager and would call me back. They did call back and said oops, we failed to make the reservation for you. Did not make any attempt to help find a suitable replacement. Also stated they are not allowed to give the hotel reservation #. Very hokey. Buyer beware.

I booked a hotel and a car through booking.com. The car dates turned out wrong and I was NOT able to get the money back, now I have questions about my hotel in Sept (when the car was booked for, now was put in for day I booked and did not realize until after date, still no money return or dates fixed there) I sent an email 4 days ago, they asked immediate questions about my pin number and my reservation number. Sent it all back and nothing. 4 days of nothing. I will NEVER use booking.com or recommend them to Anyone EVER!

In early May 2019 I rented an apartment on Booking.com for 1000 euro on a non-cancellable and non-refundable basis. Shortly after, Booking.com unilaterally canceled my reservation without first asking me, thereby violating my agreement with the rentor. Initially, they claimed the apartment was no longer available for rent but then they changed their story and wrote that the apartment owner was taking credit card numbers to engage in fraud. They did not provide any proof of this allegation. In France visa cards are debit cards so the 1000 euro amount was immediately taken out of my account. Booking.com is refusing to take any responsibility and is asking that I work it out with my bank (after initially asking me to work it out with the allegedly defrauding apartment owner!). My bank is stating that I must sign an affidavit that I did not voluntarily provide my credit card number - which I obviously cannot sign I did voluntarily provide my credit card number since that is a Booking.com requirement. Booking.com has provided no proof of their allegations, they are not reading any of the documents I submitted showing that I cannot honestly sign the affidavit and are simply giving me the run around. They are gambling that customers will not sue them for a 1000 euro loss and will just give up. Throughout the many exchanges they have consistently misrepresented what they would do to help. At one point they wrote that if I provided proof that the money was charged to my account they would reimburse me - I provided it the same day but they ignored the documents and again stated that I should work with my bank. A despicable bunch. Find an alternative if you can.

They advertised a rate, I booked and received a hotel confirmation. Two hours later the hotel sent a confirmation for over double the amount I booked for. Their story, the system glitched so they are not responsible to honor the rate for the reservation. This was an advertised and posted rate that fully processed. This should not be the responsibility of the customer who books and the email confirmation is written documentation that does not state in case of computer glitch the hotel does not need to honor. AGAIN do not use and do not trust the rates they publish

My husband and I made reservations through booking they charged us 2 weeks straight at least 3 times and when we called for a refund they cancelled our reservations. We called the hotel and the hotel said they did not charge us because the reservations has been cancel we were unaware of. We tried to get a representative to assist us at least twice and they all made excuses that they could not see any money being paid now we are out of $1059. 86USD we had to ask out bank to put in a debit card dispute because booking has been playing games to take people's money and we still didn't have a reservation. DO NOT USE BOOKING.COM! U have a better chance making the reservations at the hotel itself.

I have booked 2 stays through booking.com, and both times gotten rotten hotels that offered the absolute bare minimum to customers. Do not use them! I can't believe how bad both of them were. One was in Brooklyn at a hotel offering "free breakfast" - which was several blocks away in a coffee shop. Hotel room was laughably bare and just plain awful.
Second experience was in Paris; booked rooms for my family through booking.com and learned quickly that the photos and amenities listed on booking.com were flat-out lies. No concierge, no wifi, no air conditioning and the photos weren't even close to reality. Hotel said it was all a lie and I shouldn't expect it to be any different. I will never, ever use them again.
Absolute Liars.