Booking.comReviews 4,265

CLOSE YOUR ACCOUNT WITH THEM ASAP!

My account had been hacked and someone else has used it to make a booking that has now cost me over £800 that I cannot get refunded. I spoke with one of their advisers who refused to help in any way and refused to even acknowledge that there had been any kind of security breach, despite me finding thousands of people online saying that the same had happened to them.

I will NEVER EVER use this website again and I have closed my account and I advise everyone else to do the same. Both their security and customer support is a complete joke and cannot be trusted at all.

After so many years, the time has come to say goodbye because...
- Non-competitive prices: many times found better prices on other platforms or directly on the hortels' websites.
- Incorrect offer of type of room: it does not take into account options for small children in a double room offered for free by many hotels, and instead gives you as the only available option a triple room or even two double rooms!
- Inaccurate information: for example complete absence of information prohibiting children from using the pool of an hotel!
- Bad customer service: they say "we are ONLY intermediaries" and won't take any repsonsibility of their service or the information advertised on their website.

Dear Booking.com, GOODBYE!

They do not honer their cancellation policy! You will call to cancel because it clearly stated that you could until a certain date when you booked. However, the confirmation email is rigged and switched up to say it is non-refundable. Customer service kept me on hold for 1/2 hr and then said everything was taken care of. Guess what? It wasn't! They will jerk you around and sit on the other line laughing about how many more hoops your about to jump through to really get it cancelled. I will never use this company again and you shouldn't either. Use anyone else but them and check reviews before using them t0o save yourself the headache i went through.

I work internationally and have generally used Booking.com for about 3 years, but have now cancelled my (genius) account. I booked a hotel in Tunis (Loft Aziz) that refused to give me entry on my arrival as the owner was abroad. Instead I received a text from the 'owner' of Loft Aziz directing me to an alternative flat that was owned by a friend of his. I ignored the text and found a more expensive hotel nearby. Booking.com have refused to reimburse me the difference in cost and there is also a risk that I will be charged a 'no show' fee. I do not believe the 'hotel' listed on their account to be a genuine hotel; and am upset with Booking.com for not taking ownership of their mistake and reimbursing me the amount I lost. I now use an alternative provider.

I made a reservation on booking.com to stay at a hotel in Allentown, PA for one night. I received my confirmation via email and through the booking.com app and yet when I arrived the hotel did not have my reservation on record. So there I was, out of state and in a town Im not familiar with trying to find a hotel room on a Friday night. I had to call 7 different hotels until I finally found one with a vacancy. What is the point of booking a room and receiving a confirmation if that confirmation doesnt even mean anything.

I booked a hotel in New York City up front for what I thought was a good price. I double checked for extra costs before submitting my credit card for the full price of my stay. Once submitted my booking confirmation stated that I will still have to pay an extra $560 in taxes and fees upon arrival. I immediately contacted the site and they refused to refund me my money (although my trip is still 5 months away.) Terrible customer service. I do not recommend using this site for your travelling needs.

We had booked HOTEL RESTORANTE CHERVO next to Milan Malpensa Airport via Booking.com. After our arriving at 15:00 and registration we received a key from the room 215. Room was in the end of corridor few steps below floor level. The temperature in the room was extremely low. Not any type of heating was available. The bed was so cold that we could not use it to take a rest after long trip. It was full feeling like we went into the vault. When I came to the reception I was told that room heating will be started at 18:00 and work for 12 hours per day as this is the policy for hotels in Italy (?!). We have spent 10 days in different hotels and cities in Italy and never met such rules. I asked to give us some movable heater or to do something as it was absolutely impossible to stay there. For all our inquiry or proposal the answer was "No". Finally when I said that I will tell this story to the public via Trip Advisors and other media institutes the people in Reception told myself: " We do not care and we cancel your reservation". Thanks we had rented car and were able to leave and find another hotel. We just imagine what would be happened to the people like us without any chance to move from there with their luggage. How Trivago and Booking.com could introduce such a hotel and service to the public?

Alex Shushkovsky
Calgary, Canada

We used the online app to book a cottage for a night in France for 3 adults and 4 children. The app quoted a price based on the data entered and processed the booking taking full payment. The cottage owner was incorrectly informed by the automated system that the booking was for 4 adults - even though at no point had this been stated. The cottage owner (Gites des Sablon) then tried to levy additional charges for the children on the day of the booking. We cancelled and they refused to refund 90 of our fee. Very dissatisfied! Many weaknesses in the automated app!

Hotel didn't give me the room I booked. I booked a handicapped room and the hotel had none but neither the hotel nor booking.com informed me prior to my trip so I could find another hotel. Hotel said it wasn't its problem because I booked with booking.com and not directly with the hotel. Rooms not as described. Two of the three lamps did not work. No hair dryer or toiletries. $20/day resort charge but no resort amenities. Elevators took minimum of 20 minutes and up to 50 minutes at peak times. No vending machines other than a pop machine on three of the 30 floors. Then at checkout the hotel charged me more than the booking.com invoice.

Booking.com did not resolve. Lip service only.

When we got to a hotel that we booked last minute while traveling, it was the scariest hotels I've ever seen. When we got in an argument with the owner about not wanting to stay there and wanting their money back, they refused, had already taken our money, and then because we insulted their hotel, wouldn't give us a key. We were in essence stolen from in the amount of $163. Booking.com would only refund fifty dollars. Although booking.com was responsive to our plight, we still did not get her money back. Also, I do take responsibility for not checking reviews on TripAdvisor, as they were much more accurate

While looking for a hotel in Mannheim, the site continuously kept popping up warnings of "last few rooms left" at most hotels and that I should book something ASAP at no risk if I had to change things, due to no cost cancellation. So booked hotel as backup then tried to cancel, when I found a more suitable hotel( our requirements changed slightly) Despite doing this within an hour of original booking, I was told there was no refund and full amount would have to be paid. Booking.com say that the "hotels" can change their booking conditions at will. So you might think your booking with no cancellation charge but only find out this is not so when you try to cancel. BE WARNED.

I'm a bit amazed by all these negative reviews of bookings.com! I can only assume most people only do a review when they are unhappy...
So let me say I have booked numerous overseas holidays using bookings.com almost exclusively for hotel reservations up to a year in advance, often non-refundable, and I have NEVER had a problem. Most recently, a trip through France and Spain was almost 4 weeks, that's a lot of hotels. Every one was exactly as described, some exceeded our expectations. This is now the first site I check for making reservations. It's rarely their prices aren't as good as other sites.

Booking es una empresa que ofrece hoteles a precios mas bajos que si uno se registrara en el hotel, lo he utilizado en panama y en mi propio pais. Consegui excelentes precios y muy buenos lugares con desayuno incluido y demas servicios, en fechas de mucha demanda. Como todo sitio online la reputacion del hotel y las condiciones de cancelacion y demas deben ser muy estudiadas para elegir el destino. La prestacion de la pagina UN EXITO

We booked a hotel with booking.com in Bangkok for an overnight stay before flying home. The hotel was £55 so for Thailand not a cheap hotel. On checking in the room was vile, dirty, run down, barely fit for a rat to live in. We went to reception and advised them we where going to leave and they informed us they could not refund we had to contact booking.com. So on our return to England that is what I did, I sent them photographs of the rooms state and explained the situation. 7 Days later they have advised they cannot refund me as I should have 'picked a better hotel' their words. The difference between the photos on their site and the reality is shocking. I will NEVER use booking.com again for personal or business use, and I strongly advise you avoid them at all costs. Customer services are rude and unhelpful. Luckily on this occasion I have only lost £55 and we managed to find somewhere suitable for our family that night. However in many cases I imagine people have lost a whole lot more money.

Shocking.

As a small hotelier we are constantly having problems with booking.com The Cancellation policies are displayed in a misleading fashion and we receive more time wasters than genuine guests. The commissions are constantly rising. Companies like this will end up driving customers costs up as the hotel owners cannot continue absorbing the commissions - 15% of our income lost just for facilitating a reservation when we have the same facility on our own website. Book direct people and actually deal with the hotel - leave the middle man out! They are pocketing your possible discount!