Booking.comReviews 4,267

After cancelling my reservation in the alloyed window that allowed free cancelation, I was still charged by the hotel. Called the hotel directly they said they never received my cancellation. Spoke with representative at booking.com they then spoke with the hotel and "resolved" the issue. I will be getting a refund but I have to wait 5-7 business days! Why should I have to wait to receive the money that I never should of been charged for to begin with!

I have booked several hotels with booking.com. I have had two very unpleasant experiences with them recently.

1) I booked a last minute hotel in NY and was traveling on a red-eye. I get an email (assuming while I was flying) as soon as i land from booking that they canceled my reservation because the hotel advertised the incorrect price. I called them trying to get the reservation back, but they said I can only get the reservation back if I pay the higher price. Then they called the hotel to see if i can get the lower price and said they can meet in the middle. The middle was more like $50 less than the higher price, which was around $400 more than what i paid. Booking.com did not help me at all to get another reservation. I asked for them to be responsible for the difference and all they did was blame the hotel. So, i was stuck in NY without a reservation and had to book a hotel that was $200 less the day before.

2) I booked a small boutique hotel in Tulum and then get an email from the hotel that I would have to switch rooms mid-way. There was no fine print during the time of booking. So i told the hotel I did not want and I rather cancel (the day of booking). The hotel said that because of their cancellation policy they cannot without charging the entire reservation even though they said that they understood it was an inconvenience to switch rooms. So I try to cancel and still in two weeks they did not cancel the room. I called booking.com to resolved this and again they blame the hotel and said that they have no responsibility in the hotel policies (which i understand, but they should work with their clients). The lady i spoke to said "we are only an advertising agency" and something to the likes of (not in exact works). We don't have anything to do with the hotel. We are only a liaison between you and the hotel.

This makes me frustrated that booking.com takes no accountability for the hotels that they advertise. They get their commission and do not service the people that book at all. If the hotel is responsible for the reservations I rather go directly through the hotel. I don't see a reason for booking on booking.com going forward and will only use them to compare prices.

After checking in I found my parking spot and room all the way around the building. Used the washroom right away and noticed bath towels were undersized. Saw the mould and grime in the shower and proceeded to check the bedding ( for bugs. Something I do no matter where I stay) and found the sheets discoloured, and no fitted sheet. The pillows were so old and worn a thrift shop would not accept them.
Noticed the patched holes in the plaster and decided to leave!
Manager refused to reimburse me as the fine print states you have 10 minutes to get one. I didn't stay. Working with a lawyer and BBB to remedy ASAP. Slept in my car!

I spend my day in a very nice penthouse located at 1borneo tower A kota kinabalu. Before this im with my friend decide to book just a normal room in any hotel but when we saw from the trivago that got a penthouse special corner with good offer reasonable price so we not think longer to book it. When we go in to the apartment. Such a nice view from the top of the hight floor. This penthouse got 2 bedrooms inside and living room with kitchen all complete facilities for you to cooking. Beside rent a small room in the hotel why not try to large and comfortable stay in apartment with your friends/family. Ideal place to stay and you just to go downstairs for shopping and recreation because this apartment link to shopping mall.

Recently my wife and I had a short break near Paris. Due to return to England on the Friday, we decided we didn't want the hassle of driving up to the Midlands so we booked a hotel at Pevensey Bay through Booking.com. We filled in their form and because I'm disabled (COPD lost 75% lung function) we also filled in their information box to let them know of my disabilities and very limited mobility. Friday came and we presented ourselves at the hotel. The hotelier could clearly see my condition and showed me a very steep flight of steps going up to our intended room. She explained that this was the first flight and there were a lot more (nearly 40 in all) to the room a the top of the hotel. Impossible for me, it would have killed me.

I told the hotelier that I had written on Booking.com's form of my disabilities and the hotelier stated that Booking.com neglected to inform her of this. She then stated that this had happened many times before to this and other hotels in the area. In fact another cancellation was made that same day for the same reason. The hotelier was very kind and even though it was no fault of hers she managed to find us another hotel (a bit of a drive away and twice the price). When I returned home I wrote an email to Booking.com complaining about their appalling service and I asked why this information had not been passed on.

I received a reply from Booking.com. Here is a transcript of it: "Thank you for choosing Booking.com. We are writing to you regarding your reservation. We sincerely apologize for this inconvenience. We've checked on our system to find your request. Unfortunately, there were no request from you on our system. We're sure that if we received the request, we would pass on the request to the property. Please feel free to contact us with any additional questions." I replied to this: "Why am I not surprised that this would be your response. It would be expected after your appalling service to call the customer a liar to cover your own backs. I can assure you this request was sent in front of 3 witnesses so please do not adopt this attitude with me or you will be facing litigation." We received no recompense from these people. My advice would be to stay well clear of this company. Their customer care or people skills are zero.

I booked an apartment in Los Cristianos in Tenerife. The website clearly stated that it would cost £687.00. I was charged £708.72. While this is only £21.72 over, if they do this to all their clients they are making plenty of money by overcharging. I complained to booking.com by e-mail twice, leaving a week between each e-mail. I received no reply. I telephoned, and the person who answered claimed that the price was in Euros. In fact it clearly stated the price in pounds on the website when I booked, with the euro price (809.80) in small numbers next to it. In any case, if the price in pounds was converted from euros there is no reason why that conversion should be any different when charged to my card immediately afterwards. Beware! There are plenty of other holiday booking sites.

I want to write about the bad experience I had with Booking.com. It was one of the worst customer experience that I had during the last booking I made. We made a booking for our company and it was a total of around 7-10 rooms with a price of around 15,000 USD in total.
There was a booking made for 5 rooms which we thought was including the BF, but we haven't checked thoroughly. But after going to the hotel, we found that the booking didn't include BF and we were charged around 600 USD for BF alone. When we sent an email to booking.com, their response was so pathetic, that they stopped responding to any questions.
Please stay away from Booking.com as they are cheaters with minimum empathy to the customers and their feelings.

Regards
SK

I had reservation was dated for 09/18/17-09/21/17 for Puerto Rico. I decided to stay longer so, I called the canario boutique hotel san juan, puerto rico and advised can I change and add more dates to my reservation WITHOUT ANY FEES. I was told yes as long as its with the same hotel and that I need to also call booking and they will email the hotel about everything. I did exactly what the girl said and called booking.com and I was told the same thing, that as long as it was the same hotel I will not be CHARGE. The booking.com rep sent the hotel an email and everything was taken care of and to make another booking with the dates I want. On 5/8/2017 my card was charged $1202. 70. I called booking.com and they advised that I canceled 3 reservations that have the same dates. I called booking and the hotel 5/8-5/10/17 and everyone at the booking.com was rude and didn't care about what happened. I was told I had 3 reservations and that I canceled ALL OF THEM. I didnt exactly what the booking and the hotel advised and the both advised that everything will work out good. I saw the charges and this is ridiculous. I only wanted to extend my stay at the hotel and I got charged for something I didn't do. I was told thing and something else happen. I think booking.com and canario boutique hotel san juan, puerto rico are working with each other to get people's money. I will NEVER BOOK WITH BOOK.COM AGAIN OR THIS HOTEL. BEWARE, BEWARE!

We received a email that we booked a trip to hard rock punta Cana 4 days before the trip was to be taken. We never booked a trip. Booking said to cancel we must pay $500. I called hard rock and they had no reservations. I am continuing to get emails from booking and now they are saying the hotel is going to charge us a cancelation.
I use trip advisor and unfortunately used this company one time as I was re routed. Had issues with double charging and swore them off.
Our bank is aware of this fraud. Do not book with them! I have another friend and booking wiped out their checking and ssvings.

Booked an accommodation in Sydney - Got a confirmation email - 3 days later they emailed me saying the hotel will not be honoring your booking since someone else booked 3 days after me but for a longer period. So she got the priority. They said we will give you another accommodation of OUR OWN choice (which they gave me 3 really bad choices of apartments) and "Listen to this part" they said we will give you 3 dollars bus fare should you wish to travel from the accommodation we are offering you to the location you are already booked at.

If it was the customer cancelling on them, they would not under ANY CIRCUMSTANCE would try to help. VERY BAD customer service. How can you confirm a booking then say ooops we changed our mind.

I am surprised to read about so many bad user experiences with Booking. Either I am the only customer who never had any issues with Booking or, and that is more likely, satisfied customers just don't invest any time in writing a good review.

I have used Booking over the last five years several times a year and I can't really remember that I have ever had an issue. It is easy to use, offers fantastic prices. Don't know what else to say.

I used their website april 16 2017 to book 2 rooms out of town may 25-27. As these were for out of town specialist appointments we selected from their website for quality inn in mississauga with free cancelation. We went through the process and got our confirmation email. When we opened it, it said the rooms where not booked with free cancelation. I immediately emailed booking.com as you wait forever on hold for a rep and told them this is not what we wanted. (within an hour of booking). We got an immediate response back saying they will contact the hotel and get back to us. We waited a few days and no one did. So I emailed back. They said they need to get ahold of the manager of the hotel and still nothing. I then emailed the hotel they said we have to go through booking. Com. So last week I called booking.com and the rep there said she cant do anything on her end she will call the manager. She never did get back to me. I called booking.com over the weekend they said the manager emailed them back and told them it is too bad. If our appointment are canceled or rescheduled we still have to pay full price for the rooms. I am upset as I notified booking.com right away that there is a problem with my order and all I get is too bad. I can honestly see if I waited days after entering it in but I let them know right away.
Now booking.com says the hotel can't switch it over because the hotel has no spots for free cancelations open. So I assume now at the time of my order someone else entered it a few seconds before and the rooms were taken and it reverted to not what I wanted and I am forced into an agreement that I do not want to agree on.
I will never use this site again as they will not address techinical issues immediately and there only response is "too bad"