Booking.comReviews 4,267

We booked a non-refundable hotel room and had a hard time finding a way to cancel. I was able to submit a cancellation and requested a waiver because of a death in the family. The hotel said I needed to go through Booking. Booking talked to the hotel but did not know of the cancellation circumstances and the hotel refused to waive the cancellation fee. Booking said I needed to talk to the hotel about the circumstances. The hotel said they would waive the cancellation fee with proof of death, which I expected.

Basically the cancellation is a big run around sending you back and forth between Booking and the hotel.

Not only do they charge huge commissions to the hotels, they advertise lowest prices, red texts last room, etc, this is never a true fact. You can always book cheaper or at least get a price match if you book directly. On top by booking directly you will get a better room and a better service.

I recently booked a room for two nights on Booking.com. The rate in NYC was advertised on their website as $516.80 for 2 nights +14.75% tax +3.50 a day city tax. I took a screen shot of this rate on my computer at 12:55pm before I selected the "reserve it" tab on my computer. The total for 2 nights including all taxes should have been $600.03, but when I received my confirmation at 1:00pm, my billl was for $678.00! Despite my submitting this screen shot to their customer service dept., they claimed the reservation was not cancelable. I spoke to 2 different agents including a supervisor and all they did was stonewall. Finally in desperation I called the hotel directly and after learning of my situation, they agreed to cancel the reservation for me as a onetime courtesy. Don't use these crooks!

Love this hotel guy at front desk is so nice and kind. Hotel is very clean big and awesome. They have every thing you need. Our house keeper was so friendly and nice. They make you feel respected and they make you smile. If you need a hotel to stay at weather its cuz ur on vacation or a road trip or are waiting to move in to a new apartment or house or Ur on business this is the place to stay I highly recommend it. Give Country Inn & Suites - West Seneca by Carlton

Or a third party booking website. I made this mistake only once and never again. I booked Nashville Airport Hotel for $169 a night (which doesn't include breakfast unless you specify in your booking for an extra charge) and to be honest for the money I would rather have had McDonald's. I booked a king room with a handicap accessible shower only to show up and receive a regular guest room with 2 queens. To which the clerks reply was "oh yeah when you book through a third party they don't specify those details but you basically get what we have available." Excuse me? For $200 a night I just "get" what's available!? Nothing is guaranteed through a third party. And btw DONT STAY AT NASHVILLE AIRPORT HOTEL. The pictures look nice. It it's honestly and old run down holiday inn that's been repurposed.

Received a confirmation email from a hotel that stated I had made a 5 night Reservation at the resort. I did not make this particular reservation, so I called the hotel. They stated the reservation was made through Booking.com and that I should call them to get to the bottom of it. The supervisor at the resort told me I would need to speak to a supervisor.
When I called booking.com, I was on hold for 12 minutes before an agent came on. When I asked to speak to a supervisor, he refused. When I asked again, he hung up.

I called back (held for 16 minutes). A lady named Adrianna Gemeki answered. I told her that I had previously been hung up on by an agent, and that I needed to speak to a supervisor. She asked me for a booking number, and when I told her I did not have one, because I did not make the reservation, she told me there was nothing she could do for me.
After more than 5 minutes of us going back and forth, I finally told her to call the hotel while I waited. I provided the supervisors name, as well as the agent's name that I spoke with. She put me on hold for several minutes.

When she came back, she said she had found my reservation (that she had previously told me didn't exist multiple times). She had not contacted the hotel.

She told me she could cancel the reservation, but COULD NOT SEND ME ANYTHING TO PROVE IT BECAUSE I DON'T HAVE AN ACCOUNT WITH THEM?!?!?

I will be getting someone involved.

DANGER, DANGER Will Robinson STAY AWAY! I'm giving one star to these pathetic money suckers cause I can't give minus one. By mistake in a rush made a mistake using third party NEVER use 3rd party use direct. Travel plans changed had to cancel at 4pm, these scammers charged me $130 cancellation fee! What customer service they have said I cancelled outside cancellation window( seriously 4 pm is too late to cancel!) some rude lady spoke broken English tried to convince me that I cancelled after midnight, not sure on what planet she was on I had the email to prove cancellation email was confirmed at 4pm. She started raising her voice and screaming like s lunatic which at that point I hung up. The B**** had enough nerve to call me st midnight and tell me I'm rude and hung up( seriously) at this point I got pissed so I called them back and talk to some Brian guy which ended up being a real prize! Said he was going to call the hotel and see what he can do about refund, apparently he forgot to put me on hold on the open line heard him in the background say to someone let that $#*! wait at that point I was curious to see what was going to happen after 18 minutes of laughing and giggling in the background I hung up. These people are scum how the BBB or the government does not go after them is shame!
Do your self a favor and stay away from booking.CON

I really had a bad stay at Encantada Condohotel, that I rented threw Booking.com... that was the start of the Problem. There was so many problems with the Condohotel that I will not go into now. This is about Booking.com and they way they do business. 1) the price I was quoted and the price I was charged was $10 more. 2) there web sight stated a lot of things that are not true, when I talked to them when I came back, they said the rental company writes the AD (they said, they don't vet the ADs, so the renter can say anything) THIS WAS A REAL PROBLEM, even the review are false. I wrote a TRUE but bad review and they never included it, HAD I KNEW HOW BOOKING.COM DID BUSINESS I WOULD NEVER HAD USED THEM! I never had a problem like this before, so, I have learned a lesson, check out you booking company first...# If you use them don't say you were not told.

Best Wish, James H.

I always enjoyed this service, easy, fast, convenient! You can find there many hotels or other types of houses worldwide. :)