Booking.comReviews 4,267

When we arrived to check in at the Chattanooga Historic Bed and Breakfast after receiving numerous emails from booking.com about this reservation (and having the confirmation email), we were turned away by the owner who claimed "I don't work with booking. Com." She said "They keep listing my rooms, but I don't work with them". She did not have the reservation or room booking.com claimed to have made for me. All the other hotels in the area were already full, so we had to drive all the way home again that night because we had no place to stay. We did not have a vacation because, if the owner/manager (she didn't give her title) is to be believed, apparently booking.com reserved a room for us that they don't have the rights to reserve. Instead we wasted money on gas driving five hours to be turned away and on nonrefundable tickets for attractions in the area that we could no longer go do or see. This was the worst experience I've ever had on a "vacation." This is absolutely unacceptable, and I'll be sure to warn everyone I know never to use booking.com if they actually expect to have a place to stay when they make a hotel reservation. This is almost the exact review I sent to booking.com, but I'm sure they won't do anything to make up for this.

Update: Booking.com replied to my complaint, and has stated that they are working with this property. Legally they cannot just list accommodations. This is exactly what I thought, and, if this is the case, the owner of this property is at fault. However, I still fault the website for sending confirmation emails that seem not to have confirmed anything at all with the property in question. I will amend my statements when/if my questions regarding this are answered.

As a travel writer, it is important to me to find the best, easiest ways to travel and share that with my readers. A few days ago, I was saying how easy and great I thought Booking.com was. Today, my opinion has (unfortunately) completely changed.
I booked a hotel in Valemount, BC on Booking.com and received a confirmation email. However, when I arrived at the hotel, they told me they did not have my reservation. The hotel staff called Booking.com. Kristen, an employee at Booking.com, told me the "booking failed to go through the hotel's system." I told her I was never notified of this and showed up to no hotel room! I asked her to make sure I wouldn't be charged for the room I wasn't getting, and she said she could not guarantee that.
Luckily, the hotel was nice enough to find a cancellation and give us their last room before putting on their "No Vacancy" sign. But what would have happened had there been no available rooms, or had we arrived later at night? The hotel clerk told me he had to deal with that exact scenario because of Booking.com the night before.
In the future, Booking.com should alert customers if the hotel confirmation has not actually gone through. Customer service should also ensure the customer feels taken care of and is reassured that they will not be charged, because (as Kristen said) "it is our [Booking.com's] mistake."
I am waiting to hear back from Booking.com and will update this review if they ensure I do not have to pay any other cancellation fees. Otherwise, look for my article about this experience.

I was extremely dissapointed & upset by this company. I travel alot and have tried different booking sites and this was by far the worst. They claim to "price match", in two words, they don't. When I found my room for cheaper and called them, they were argumentative and proceeded to put me on hold for 15 minutes while they called my hotel & spoke with their supervisor. 15 minutes!
I spoke with my hotel too and they had the same experience as me. Gave us both alot of excuses (i. E. bull$#*!) on why they couldn't match the other price. The girl was short with me and unapologetic. When I asked to cancel, they said ok but they would still charge me full price regardless. Horrible experience. Never again and I have blasted this all over social media.

Will never book with booking.com again. I budget monthly so when the hotels I looked at in June, for a vacation in August said to pay at property on Booking.com, I thought great! I can set up a budget. Needless to say Booking.com took out the entire dollar amount. Not only that, but the dollar amount is nonrefundable. The site that shows the hotel said it was refundable. My advice. Do your research and book your reservations yourself. Booking.com is not worth the hassle if you are budgeted. I give booking.com negative in stars because they are underhanded

I made two booking reservations at the same hotel called 'Hotel Terminal' in Milan near the central station for a weekend and the following weekend.
The first weekend I stayed there was not the best experience, as it was pretty bad! It did not compare anything at all to what was on booking.com, therefore I gave them a bad review.
Unfortunately, we could not change our reservation for the following weekend as it would have cost me quite a lot to do so, so I had to come back to the same hotel.
Once I arrived at 3PM hotel, they requested full pay of my stay and they made me aware, in a hostile manner, that they had received my feedback for my previous stay. At 5PM that same day I receive an email from booking.com that my reservation was canceled, although I was already staying at the hotel and I had already paid in full.
I called booking.com to understand why that had happened and they said that they received a cancellation update from the hotel. I told them that was not true and that I could provide them with a copy of my receipt to prove otherwise. They said that it will be fine and as soon as they get my receipt they will reinstate my booking on the website, which in turn will allow me to leave feedback on my second stay.
A week later nothing happened, so I call booking.com back and ask them why my reservation is yet not showing on the system and they then informed me that there was nothing they can do about it.
I was really upset that they had cheated me on the right to give my own feedback, as booking.com is always promoting "real hotel, real guest". That is a lie! I was a real guest and yet I was not allowed to share my experience because it was not what they wanted.

No customer service took my money when I arrived at the property the room was full of trash not cleaned ever I was in a panick to get out then a very large scary man was begging for money I couldn't get in my car without giving him money the manager said to bad can't have your money back and so did booking.com horrible experience I will never use booking. Comsave your self the headache of booking. Com
BOOKING.COM SHOULD BE SHUT DOWN

While the hotel I booked was wonderful and we had a great time, when I tried to book again the service was so bad, it put me off this company forever. When I called for some help I was treated like an idiot and the supervisor was rude, nasty and tried to tell me I was a fake person and used a fake email? Funny how they now send requests to that same email (the only one I have ever had) and ask me to review the hotels I stayed at and help them out. Just weird!
Never use this booking system, you will not be happy.

Twice I have used bookings.com and twice I have been screwed!
First time, fell ill and could not travel (had doctors certificate etc) but there was no avenue for cancellation or money back.
Second time, discovered that they add their fees and charges into the price of the room tariff. Only discovered this when I queried the cost with the concierge at the hotel. Was informed the best way to book is direct with the hotel etc, not through bookings.com as they do indeed add their fees into the costs and there is no way of cancelling. Would have saved a few hundred dollars had I known this prior to booking. My ignorance of course but just a warning to others - be careful and do your checking.

I actually almost always use Booking.com when I travel. I've been to several places in East Asia, Europe, and a couple of islands in the Caribbean and I can always find something within my budget when I use booking.com. However, I've also stayed at some sketchy places that I found on booking.com and I do wish that they filtered a bit better. I am a thrifty shopper but that means I'm looking for a great deal, not a cheap place where I might feel unsafe.

Appalling customer service. Just got endless automated responses regarding their serious breach of data privacy and data protection. They then followed this up with surveys asking me "how they'd performed"! Staff member who eventually called me just read from a script like a robot. Total waste of time. Plenty of other booking services to use which are run by people who care. Have cancelled my account with booking.com. Won't be going back. Won't be recommending to others.

A technical error with their booking status portal meant that it misrepresented the status of my booking. This misrepresentation lost me £75. Booking.com admit the error in their portal but not interested in refunding my lost money. Very unfair and unscrupulous. Basically, thieving bar stewards. Obviously they just don't care, despite me having placed 100+ bookings through them. Good riddance to their rubbish customer care practices.

I have a trip planned to Amsterdam in July 2018. In May of 2017, I started looking into hotels and I used Booking.com and searched all hotels with free cancellation. I found one that looked good... the Pullitzer Amsterdam. Although a credit card was required to secure the booking, the site stated that my card would not be charged and that payment would be made at the hotel. This is important because of the exchange rate. $923 in US verses $888 if paid in Amsterdam. I booked under the stated policy but immediately received a confirmation showing the reservation as NON-REFUNDABLE. I immediately contacted Booking.com via customer service email and received an automated message stating someone would get back to me ASAP. However, 2 days later, I still had not received a response. When I called Booking.com, the representative told me that she contacted the hotel but the hotel refused to budge on their no cancellation policy. Booking.com told me there was nothing they could do for me. I do not blame the hotel for this screw up. I did not book through the hotel, I booked through the website Booking.com and it is their responsibility to make this right. It has become my mission to tell everyone that I can about this so that hopefully, will not happen to anyone else.