Booking.comReviews 4,265

Wife used booking.com to book a hotel in Moab, Utah talked to the hotel and found out that directly would be $100 cheaper. Called booking.com. Sorry 'no cancellations' so much for booking.com's advertised 'low price guarantee' they also quoted one price and then added $250.00 in fees. They suckered her in with 'deal expires in 15 minute' marketing. They also are completely lying on their website and will charge your card immediately. Booking.com are unethical fraudsters. Be warned.

Got a story for you. First time using these idiots and what a headache. First I go through everything to reserve a hotel. It appears this all goes well. In the process I have to create a booking.com account. The following day I am told that my account has been locked because "login credentials have been compromised". So I have to go in and create a new password. Once in I notice that I have no bookings, so I call the hotel to see if everything is good. I am told everything is fine and not to worry. About an hour later I get am email telling me my credit card was declined. So I go to my card's web site and check, the charge went through. So I call the hotel once again. They assure me that everything is fine and they don't know why booking.com keeps sending me these emails. So I try to contact booking.com. After being on hold for close to an hour I hang up and try the web page. Days later I am still waiting to be contacted. Now today I get another email from the brain children at booking.com saying that my reservation has been canceled because the card was declined. I call the hotel for a 3rd time and they say not to worry, booking.com canceled the reservation but they ran it through again and everything is good to go.

I will never deal with booking.com again unless I get some serious compensation for my time being wasted and I really doubt that will ever happen.

I cancelled a stay almost as soon as I made them with booking.com which was a 'free cancellation' policy. When the time rolled around, the hotel charged my credit card for the full amount. They failed to notify the hotel of the cancellation. The hotel was kind enough to reimburse half, but booking.com blatantly denied that I cancelled the stay. I sent them verification of it and reported it to the BBB. I still have not received reimbursement from the other half, probably never will. I will NEVER use them again and I would strongly advise against it for anyone else.

I was using the booking.com site to find a hotel near the Dayton Ohio area. I was looking for a room with a jacuzzi suite as well as an indoor pool and hot tub. I was on the booking page to book a room at the Holiday Inn Express which included a jacuzzi suite. They had pictures of the room with a jacuzzi they also had pictures of the pool with a hot tub. I just so happen to view the company website before finishing my booking. They did not have any jacuzzi suites available nor did the pictures of the pool so a hot tub. So I called them, they took all of the hot tubs out of both the rooms in the pool over a year ago and have contacted booking.com several times to have the pictures and amenities on their site changed. But yet they have not. I am so glad I called the hotel to verify. I had another experience to where I made the reservations oh, got a confirmation email but then when I got to the hotel they did not have a room for me. I was lucky and they still had rooms available and I ended up getting a better room than what I booked on booking.com but that was thanks to the actual Hotel not the crappy booking.com website. Never trust booking.com.

In November 2018, I reserved and paid for a hotel in Cusco, Peru for five nights. All through Booking.com.

I received a confirmation email the night I booked this hotel.

In December I received an email that my credit card didn't work ( which has never happened but I figured I would just use a different one). End of story? Nope.

Today is January 29,2019 and we are scheduled to check in on January 31. Today I received an email saying my booking was cancelled.

I frantically called the hotel... they informed me that the HOTEL IS UNDER CONSTRUCTION and no one can stay there for the entire month of February.

So I then called Booking.com and explained the situation. Not only did I get a nasty fast- talking jerk who denied Booking.com's responsibility, he then said it was OUR job to deal with the matter.

I asked for a supervisor... who would not come onto the line... but offered us a $100 credit... and here is where the story gets even worse. The credit is only good if we book again on their website and pay for a hotel $100 over our original price. How's that for disgusting service! Never ever ever use this website!

As owner: worse customer service ever. They do not understand your email, they take decision without your consent, you call them and they are rude on the phone, telling you off every time. They seem having this internal policy that they can t say certain things so they will never be able to help you.
They charge you 15% for the worse service. AirBnB charge you 3% and customer service is slightly better (got worse last 2 years)
Please help to share the disgrace of their service and let s make a petition to close this website!
Use other platforms.
If a very high position manager can contact me I will be happy.

I had a problem with a hotel reservation which, in short, got cancelled as we were late with our flight (2 hours late).
Some details. The hosts did indicate check in would be till 21, so that's ok, although they were fully aware we'd land at 20:25 (ETA) and thus they could've been proactive, forewarning us about the dire consequences of flights being delayed (we were, by 2 hours, landing at 22:30, not in the early hours of the morning anyway), instead of merely taking the money. I texted them that we'd be late: radio silence. Then I called (international tariff applied): they said there would be no check-in after all and said I should call the owner whose number was on the Booking.com email. There was no such number, so I had to call again (international tariff again). They told me they'd send me the alleged owner's number, sending me Booking.com customer service number instead. I faffed about calling Booking.com - essentially relying on a middle man - and I guess they'll have called the same number as I had, who told them that our reservation was cancelled but the money was duly taken and bye-bye to it. All this when my wife and I were at the airport, late evening, with a 5 year old child and no roof over our head.
Booking.com was not able to help and, in short, told me it was my problem. I wrote a negative review for the hotel: Booking.com has not bothered to publish it yet, they are too busy getting the money to provide any customer service. I have complained to them and have not bothered to reply. Indecent customer service, good only at taking the money, entirely undignified. Booking.com asks customers to refer them to friends: thank goodness I did not do it.

AVOID! After being sent a link by a friend offering 10% off for new customers, I followed the link where it said minimum spend £40 receive 10% off as a reward. No other T&C mentioned or link to any given. After selecting my hotel and room type I saw a note saying 'great choice... receive your reward after we confirm your stay' so I went ahead with my booking... But when I received the conformation I saw the 10% had not come off the advertised price.

I emailed the customer service team, who then said there were T&C's and the stay I had chosen was excluded in those T&C's! What T&C's!?! I was not shown any apart from the £40 minimum spend. I had taken screenshots, showing this and showing the offer on the actual room and hotel I had booked so sent them to customer services... But booking.com could not care less! Told me the T&C were somewhere on their website... Obviously hidden from new customers following the refer a friend link.

Worse service I have ever received, totally unwilling to entertain my complaint... a company needs to make sure customers are aware of T&C's before booking and if there are exclusions. They definitely should not miss sell a hotel by 'confirming' the offer on the actual hotel and room your about to book!

So, I miss out on my discount, could have booked cheaper direct or elsewhere, and my friend misses out on their reward also. Avoid!

I cancelled a booking on July 25 2018. I received an email confirmation that it was cancelled. Then here comes my Credit Card Statement for December, and was shocked that the hotel still charged my account. I called and send an email to their customer service, and they said they need a letter of dispute from the bank, without the letter they can't proceed with any further steps. I called the bank, they said the letter of dispute will be processed within 45-100 days! This is so unacceptable!

I booked a hotel room in Geneva for a girls trip this November. Booking.com cancelled my reservation without telling me and when I arrived we had no reservation and I had to pay an extra $300 to rebook the room. When I called Booking.com they said they cancelled the room and emailed me about it. They did not (I checked my email, spam folder, and trash) and I kept getting reminders from Booking.com and something called TripIt (a 3rd party Booking.com sold my information to) reminding me of my reservation (including on the check-in date). I also asked to be sent a copy of the cancellation email and they were unable to do this, presumably because it does not exist. They even had the audacity to send "How was your trip?" emails following my trip even though it was supposedly cancelled!

Lastly, they're customer service people sounded like robots and recited some sort of prepared speech at me when I called (presumably since this sort of thing happens all the time). Terrible customer service and extremely shady and dishonest business practices. NEVER using them again and telling everyone I know.