Booking.comReviews 4,267

I didn't even realize I was booking my hotel reservation through Booking.com. I now know why I always make a reservation through the hotel website because you can cancel up to 24 hours, some even 3 hours before check in. All except Booking. Com. You are the worst. No wonder you have some many 1 stars. I don't even think you deserve that. At least give people the opportunity to cancel 24 hours. My reservation is for June 1st and they wouldn't let me cancel on May 30th. A terrible company

I have reserved through booking.com several times. The last time two times it has been very disappointing. The last time I booked a hotel which was supposedly four stars but turned out to be a motel that I would not consider to even have one star. The motel on Sanabel island was a complete dump at a rate of over $300 a night. The air conditioner was so loud that I could not get a good nights sleep. The room was extremely outdated and the walls and Door trimmings were filthy. The walls had dead insects. The drapes and the terrace were filthy. There was so many noseeums that even with protection I was bitten up terribly. The breakfast was a real joke which they brought to you every evening in a basket.
The previous time I booked a room before taking a cruise. When I arrived at the hotel my reservation has been canceled. Upon calling booking.com I was told that the hotel canceled my reservation because they had a problem with my credit card. This was not true as I immediately booked another hotel with the same credit card. They expected me to contact them while I was on a cruise on a ship in the middle of the sea. I'm sure that although I had made my reservation months ahead of time the hotel found new customers that would pay them more for their room and so decided to cancel my reservation.

I decided to go on a short stay on a small hotel, in the site, the hotel seemed nice with nice looking rooms, clean linens and a welcoming guest room; I booked the hotel; alongside adding "English speaking guide needed". However as I looked at online reviews I decided to cancel the hotel and get charged for that (about. Luckily I never give Booking.com any credit card or debit card details (as I do not have a credit card), so I decided to ask booking.com about this, no answer. So I go to the area and contact the hotel in-person. As I entered the hotel it is horrible, it is run-down, shabby. In addition, owner can not speak english(thank god I cancelled), luckily I do speak broken version of the local language and google translate. The owner decided to waive the cancellation hotel fee. However until now I am still confuzzled with the fact that they need to charge it or that due to miscommunication I still need to pay the fee. I have just wasted my time and money.

False pictures and confusing policies? Nu-Uh, NOT RECOMMENDED AT ALL

Booked room through booking.com. Drove 5hrs to hotel, only to find out that they never received the reservation. Hotel is sold out and every surrounding hotel is also. Called booking, finally after 45 min a clueless agent answered the phone. Gave some bull$#*! excuse! Memorial Day weekend spent driving 10hrs. What a waste! Had to turn around and drive back home. This "company" if that's what you want to call them, should be put out of business. Never ever use booking.com again! B

Used the site for a family mini vacation and the day before our trip they called to cancel our reservation for the hotel we booked stating there were no rooms available. Called the hotel directly and they had never received our reservation from booking.com and stated they DO have rooms available. Tried calling booking.com but after 20 minutes of waiting for a rep, decided to book through another site. Called hotel back and they received the new reservation. Received an email from booking.com offering another hotel as an equivalent but it was a 3 star hotel and we had originally booked a 4 star place. This is unacceptable, we booked way in advance and received confirmation of our stay only to have it cancelled the day prior to travel. Never using that site ever again...

Want to make a reservation? Keep AWAY from Booking. Using booking.com at your own RISK. With booking.com, you'll be NOT booked.

Made a reservation nearly a week ago on booking.com. When I tried to check in today, the front-desk staff told me that there's no related reservation for me and all rooms are booked. He asked me to call booking. I did so. I kept calling booking for nearly 15 minutes and finally a guy answered my call. And, he hanged up after checking my confirmation No.# and PIN. I thought it might be bad connection so I kept calling again and again. After about another 10 minutes later, the front-desk staff asked me, did Booking.com told you anything?
I said, no, they hanged up after checking my reservation information.
The pal said they(booking.com) just call the front desk asking me to tell you stop calling them! I ask why they don't call you and try to solve the problem. They hanged up, too!

Then I knew why nobody answered my phone, because they didn't dare to tell me they messed my reservation! And then I realized that I'd better find another hotel available immediately. Otherwise, I'll be sleep in the street!

Want to make a reservation? Keep AWAY from Booking. Using booking.com at your own RISK. With booking.com, you'll be NOT booked.

I have booked row rooms in an hotel for a short break with my family in Bruges.
I have specifically requested connecting rooms or side by side for my children.
When arrived, the hotel was not informed of our request and they offered us two separate rooms on two different floors.
First it was a motel and not hotel as advertised. Second we would keep the kids on a different floor on their own.
We did not received a communication that our request is not accomodated
When I spoke to booking customer service, the agent confirmed that I had a request on the system and she is sorry and try to find another alternative if I convince the hotel to refund. The reception team went out of their way and helped and agreed to refund. Then I was passed to another agent and she was not helpful at all. I asked to speak to the booking manager and I got a very arrogant lady 'Rosa' claiming that I did not. Request connecting rooms or side by side. I informed her that I have an email confirmation with my request and the previous agent mentioned reading from the system that it was requested but was not passed to the hotel.
False representation of an hotel being expensive motel with very low quality, separate rooms meant that we had to split my wife and I to share different rooms and insulting booking.com staff. Will never use again.

Im traveling in alaska with my family, and I made a reservation to stay at a hotel in Fairbanks and when I was in the front desk, the recepcionist couldnt find out my reservation on the days I reserved through booking. I spent 40 minutes trying to figured out what happened with my reservation. The hotel couldnt do anithing and I had to call booking and spend 1 more hour for them to contact te hotel. At the end I had to do a New reservation with te hotel directly beca use evento thought I had an email confirmatío from booking the hotel never revived it. After 8 hours driving from Seward to Fairbanks all we wanted was rest... we Will never book anything from booking.com again

The horrendous low level of customer service is getting worse every day.
Basically I had paid correctly in advance with my girlfriend to go to that hotel for new Year.
The hotel has been closed for a long time, but Booking still charged me my money, and they have never returned my money, even more so in customer service they promised that they would also give me a solution, which never came or credits, nothing. As result I ended up paying double.
I have uninstalled the application and I hope you do the same.
This is the 5 time that happen to me, Iearn from others mistakes and avoid booking.

Also replies come as you can see with auto-answer.

REFERENCE: CONFIRMATION CODE: *******694

Booking.com horribly stood by and refused to assist me in my issue with the hotel they suggested was a 3 star hotel. The place looked like a crack den. Nothing worked. I was there twenty minutes from check in to check out and brought the issue up to the woman in the front (who smelled like a bottle of liquor). I emailed booking.com IMMEDIATELY after the check out and even used BOOKING.COM to book the room I ended up staying in after leaving. After two weeks they email me back saying they can't do anything because I didn't bring it up at the counter in the hotel. I sent BOOKING.COM the receipt in which I even wrote my complaints after being given the receipt. They don't care about the customer apparently and only listen to the hotel. Doesn't matter if you leave right away - they send you to a 0 star hotel and claim it's a 3 star hotel. Horrible service. Did a charge bank with my bank - and I'll be posting this review EVERYWHERE for their lack of service.

4 months ago I booked a room through them in Columbus OH for a 3 day concert. I made the reservation for 3 days 4 nights (Thursday-Monday)so I wouldn't be driving after the concert knowing we wouldn't be getting out till well after midnight.
When it came time to go we get to the hotel only to find out it was never submitted to them they booking.com so I proceed to call customer support and told them they had best find me a room in a very booked town for this concert that I spent money on.
They call me back only to tell me that I would have to pay the full price at the new hotel and that after I emailed a receipt they would issue a refund minus my original total. I asked if I would get it that same day seeing as the money was earmarked for the 3 days of the concert, I was told yes.
I went through the hassle of emails and numerous phone calls only to get the money back 6 days (Tuesday)later.
They also took a day from me, I was only given the room for 3 days and 3 nights (Thursday-Sunday)so we had to drive the 3 hours back home at 1:30 in the morning after being at the concert all day. Sleep for a few hours and drive to the other hotel we had booked in Cleveland instead of staying at a hotel in Columbus then driving to Cleveland, which would have to 1 hour 45 mins.
So they more or less stole money from me and screwed up our 3 day weekend at the concert because we had no money to eat or drink on while there seeing as we couldn't bring stuff in from outside and if you left the concert you couldn't get back in.
Never again will I use this crappy site or recommend it.

Booked a quick trip with them 3 days before a beach trip for my family. Got the email reply from them stating the room was secured and requesting CC info. I send CC info. A short time later, an email came back saying CC was declined and need to be updated. I did so with the same result. So, I entered a different CC. (Now the 3rd time.) It was about 8: PM, so I left work and went home. The email stated I had 24 hours to get them my CC.
The next morning I saw yet another email stating my CC was an issue.
Called the actual property and they said the room was no longer available.
Concerned about being charged by Book.com I found their customer service number. The person, who had a heavy Indian-type accent told me "they are required by agreement to give you that room". I had already pleaded and spoken to manager at property, the room was already given away. They COULD NOT give me the room. The booking.com person was not understanding that. When I asked to be transferred, she agreed and then disconnected me.
After calling my CC company, they saw in their history the approval come across with no $$ amount. They did not decline it. When I called the property back, they blamed the CC mix up on booking.com "sometimes not sending all the CC info."
Regardless of WHO messed up, booking.com had bad communication and even worse customer service.
(And, it seems strange how many of their properties have a much higher review than the same properties on other sites)

Booked a room at the Polynesian in Myrtle Beach. When we arrived at the Polynesian it was the filthiest place I have ever encountered! The room was uninhabitable! Had not been even vacuumed... food or some unknown substances stuck on floors... beds were filthy... bathroom was disgusting... lobby was filthy! We were refused a refund! Booking.com should remove this business from their list! Will never use booking.com again if these are the types of places you get when booking through them!