Booking.comReviews 4,266

They missrepresent the hotels. I booked a 4 star hotel when I got there was a building extracted from a horror movie. Drug addicts on the floor shooting crack on the front steps. A motor lodge has more stars than that place. I requested my money back (5 nights) they did not refund me one penny. There was a clear breach of contract. That was not a 4 star hotel, they did not care. When I asked for a supervisor, I got insulted over the phone and hunged up. Whaaaaat? This is absolutely unnacceptable. They do not visit the hotels they advertise, and the customer service is inexistent. Booking.com is simply a scam!

I used booking.com to book 3 different hotels during my trip 2 out 3 were fine. However when I got to my last destination it was like a scene from a horror movie. Fraudulent advertisement. We had two go up a dirt back roads with high brush. We thought for sure GPS has taken us to the wrong spot then had to go under power lines and finally saw a small wooden sign that had the name of the place. My family was petrified. We were greeted by a dog and the property was infested by flies. When I called the representative at booking.com. She said the property owners had already called them and said we're weren't staying and would not refund our stay! I asked to speak to supervisor and she hung up on me. What? Absolutely horrible.

RECENTLY BOOKED A HOTEL THROUGH BOOKING.COM FOR HOTEL ROOM AT MAIN STAY BOSSIER CITY, LA. I WAS SO VERY DISAPPOINTED. THE ROOM WAS OLD, OVERPRICED AND A BIG LET DOWN. THE ROOM SMELLED. HAD TO SPEND MONEY BUYING LYSOL AND AIR FRESHNER IN ORDER TO GET THROUGH THE WEEKEND. THE CARPET WAS OLD, BEDSPREAD EVEN OLDER AND WALLS IN NEED OF PAINT. THE GROUNDS WERE NOT WELL KEPT. CIGARETTE BUTTS EVERYWHERE AND THE HEDGES NEEDED TO BE CLIPPED. I WAS AFRAID TO SLEEP IN THE BED AND TRIED DESPERATELY TO GET MY MONEY BACK. NO SUCH LUCK. I WILL NEVER STAY AT THIS FACILITY AGAIN. MAIN STAY IS A PART OF CHOICE HOTELS. MY QUESTION IS WHY BECAUSE IF I HAD MY CHOICE, MY MONEY WOULD HAVE DEFINITELY BEEN REFUNDED. WE HAD A FAMILY GATHERING AND NO ONE WAS PLEASED WITH THEIR ROOMS. THERE WERE HOT WATER ISSUES, AIR CONDITIONING ISSUES, LIGHTING ISSUES ETC. I'M NOT SURE WHY THIS IS LABELED A CHOICE HOTEL. THIS IS BLATANT FALSE ADVERTISEMENT. THOSE ROOMS SHOULD NOT HAVE COST $50.00 PER NIGHT BUT TO HAVE TO PAY OVER $100.00 IS JUST A RIP OFF. THE ROOM MY PARENTS WERE IN HAD NO AIR. THEY DID REFUND THEM THEIR MONEY AND THEY ENDED UP WITH A GREAT ROOM AT HOLIDAY INN. WHEN YOU PAY $100 FOR A ROOM, YOU EXPECT TO BE PLEASED. I HAVE FRIENDS THAT TAKE TRIPS REGULARLY. I WILL MAKE SURE THAT MAIN STAY IS NOT ON THEIR RADAR. THIS MAY MEAN ABSOLUTELY NOTHING TO YOU, BUT I WORK HARD FOR MY MONEY AND DON'T LIKE THROWING IT AWAY WHICH IS JUST WHAT I FELT HAPPENED. I HAD CONCERNS FOR MYSELF, MY DAUGHTER, MY 3 YEAR OLD GRANDDAUGHTER AND MY ENTIRE FAMILY. TO SAY I WAS MAD IS AN UNDERSTATEMENT. NEVER AGAIN WILL THIS HAPPEN. FRAUD. THESE REVIEWS AND YOUR ADVERTISEMENT IS LAUGHABLE. PLEASE.

Drove all the way from Florida to South Carolina with my boyfriend and we get to our hotel today and we got told the room is cancelled. Cancelled by Booking.com even though we had a card put down to hold it and we had called the previous morning to confirm it, which it was confirmed, and we are angry! And it's happening to everyone pulling up trying to get in. They cancelled numerous bookings. 5 people were in the lobby as we left trying to find out where to go since Booking.com cancelled theirs too. Don't use them!

We are a family that has traveled to Florida for 10 years because of its super customer friendliness. Unfortunately we had to cancel because our daughter got the chickenpox one day before departure. Villa Nicol was booked for a week later for 7 nights. Immediately we informed the owners, and other services were we booked. All other services were friendly and understanding, but Villa Nicol, (coincidentally?) Europeans, said they would pay back if they could rent the villa again 3 days after our cancellation the villa was already occupied on booking.com but yet we haven't Hear nothing more of them. Instead offering a refund or discount on a future rental, they informed us via booking.com that they did not refund us. They are not commercial or service oriented at all.

I never do this but I had to warn others about Booking.com!
They booked me a room after a few days the hotel called me and said Booking.com had made a mistake and overbooked they hotel I had no room. I called the customer service they said they would find me something and send an email in 13mins (odd I know but why I remembered it) no email. I called again (you get put on a hold cycle of over 5 mins) Spoke to customer service explained everything they said they would send an email with a new hotel, they did but it was over 55 miles away! I called a again and they sent an email in the let's say poor part of town in a 1 star hotel for twice the price. I called again and they said well too bad we can't help you I asked to speak to a manager they said no. I finally did speak to manager who ripped into me asking what I expected and when I asked for a contact above her she refused and hung up. I found out from hotel they overbooked over 30 people at this one hotel.

I spend a lot of time in temporary accommodation and it's not cheap, this last year ive spent thousands of pounds booking through booking.com making them lots of commission in the process. Sadly ive lost money because booking.com have refused to check out the hotels / apartments / bed and breakfasts and when you arrive you find these places unlike any image portrayed on booking but when you say you're not willing to stay they say well it's a non refundable booking so you lose and booking gets it's commission?
I've been conned many time and the rooms and prices are not justifiable but booking own priceline.com and connected to other booking sites and they have the market sewn up so what's going on?.
William Windsor-King
Producer / Director

I recently booked a family vacation in a resort area for 5 people through Booking.com.
2 days after I booked I found out there was a special offer for the same hotel/rooms at 20% less through one of my credit cards.
I immediately sent an email to Booking and they didnt answer.
The next day I called and was advised by a service rep to "not worry, send a proof of the discount and we will match the price". We agreed on the call that the proof of discount will be a screen shot of the offer details.
2 days later I get an email asking for proof of the deal again. I sent it again in the different format they asked for. Nothing back. 2 days later I called and had a few conversations with their service reps, ending with an email back from them that I am not entitled to the price match because of technicalities.
In the mean time the special offer was sold out and I lost it... If they had let me know this on the first call and allowed me to cancel the order I could have saved a ton on this vacation. Plus the whole service experience was very bad - they didnt respond on time, I had to call in a few times, each time educate a new person on the issue... and even though I specifically asked to speak to a manager I never got through.
I will never do business with them again... ever

I was charged for a hotel that i cancelled through booking.com. I called customer service which took too long(about 20min) to get in touch with actual person, so i hang up. I called again and stayed on the line for about 15min then finally talked with someone. I explained that i cancelled my reservation and still got charged for it. They claimed that i didnt cancelled it; even though i knew i cancelled it because in my "booking.com app" i only had one hotel showing my reservation, which is a different hotel that i decided to keep. So. Long story short, they called the hotel and couldnt get in touch with the manager, so then they told me to try and get in touch with the hotel myself and get refunds. So pretty much waste my whole time trying to get in touch with customer service just to find out there is nothing they can do. I am very very dissapointed. I dont know which is worst, Booking.com App or customer service.

Having used booking.com for many years my last booking of a hotel in Bali has made me very angry. When booking the place nearly three (3) month ahead my Credit Card was debited with the full amount of 900 Dollars. As result I sent an email to booking.com who replied with a standard message that I could correspond with the hotel direct or to cancel the booking, but there was no word how aforesaid amount can be recovered. In future I won't get near Booking.com