Booking.comReviews 4,267

Booked an overseas hotel with booking.com in Jan. 2016 for travel in Jan. 2017. Despite searching all over the hotel's page and booking.com policy, could find no info. Regarding deposit requirements. They took the entire amount off my credit card with 2 minutes! Plans changed and I cancelled at the beginning of September. I recieved nothing from booking.com after I cancelled, especially a refund, but no confirmation either. I had to call to get a confirmation that I cancelled well within the full refund period. It is now end of October, and I still haven't received a cent back! They know I paid them in full 10 months ago but now I have to "prove" to them that I did! I have moved within this time period and can't locate my credit card statement from 10 months ago and my online credit card account of the transaction is not satisfactory to them so they will not refund my money! Book your travel with anyone but booking.com!

Booked a room for 2 nights online, and come to find that they booked it for the wrong nights! After getting an email along the lines of "you didn't show up" I called booking.com. The best they could do was call the hotel to ask them to not charge me a no-show fee. When they were unsuccessful it was up to me to do their dirty work. No offers to do anything further, despite the fact that it was their fault. Now I'm out the money and will tell everyone I know to never book with booking.com.

Used booking.com to book 3 rooms in Florida for me and my family, website said £1830, there was a bit about extra room charges but did not think this would amount to much, so imagine my surprise when total cost was £2700! My complaint is, if these charges have to paid why were they not included in the initial holiday amount? I feel I have been duped over this, a holiday cost is what you base your choice on, not 2 thirds of it, once i got over the shock i checked and it would have been cheaper to have a package holiday instead!

I was a hotel owner, trying them out for the first time.

Its over 3months from the first client booking and booking.com have NOT PAID ME, despite 30 or more phone calls and emails.

They released a VirtualCredit card service for hotel owner/partners which from an IT / process perspective doesnt work in a reliable and tested way. It is NOT fit for purpose. -which they will not admit to-

Customer service is patchy/poorly trained, rarely take notes and never take concrete steps or heaven forbid, OWNERSHIP! And are expert in passing the buck.

I can seriously say that I am considering legal action as there word has absolutely NO VALUE WHAT EVER. And I have entirely exhausted all reasonable means. Thank god I dont rely on them or I would be out of business.

Yes I am also considering visitng The London HQ personally to get paid...

Use another OTA (on line travel agency)... these guys absolutely suck!
John Ready

Don't trust them!
I used booking. Com in the past and it worked excellent five stars.
Not any more the last two times I have used them they messed up huge.
The first time they changed the dates of our reservation in Brasilia. We arrived at the Windsor to find no room. The hotel had only 2 rooms left due to cancelations both far more expensive but they gave then to us for what we had paid. Booking.com did nothing.

OK stuff happens so I gave them another try.
This time checking carefully that dates rooms and ability to cancel were correct

When I got my conformation email again wrong dates one of the two rooms I had booked was the wrong type and the reservation was now nonrefundable.

I will never use them again and neither should you.

Worst company to deal with.
I am the owner of small apartment that is rented thru them. They never never reply your emails, they change policy without informing the owner. When you call them if you have a problem with the renter they do not give you an aswer. Their fee is way too high.
When you ask to speak to a supervisor they become very rude and then pretend that their system is down.

Stay away from this company. Do not put your place on their web site and if you do check your rules as they take the liberty to change them!

For the last few years I've been booking most of my accommodation on global trips with booking.com. I avoid using airbnb due to lots of reasons, mostly their lies and lack of ethics.

That they have customer service who you can either call or email, and who respond quickly and professionally is a huge factor in their favour. They check out the properties personally, so their write-ups are staff written. Booking have their processes, and I respect these, and have so far found them to be fair, and mostly in favour of the client, not the property. If anything, I think that some scathing emotional one star reviews should be overturned or even challenged.

I wish SiteJabber allowed me to give a half star, as I'd give 4.5 stars. So why not 5 stars?
I find Booking's booking process goading to be over the top. I don't need to be congratulated, I didn't win a prize, I booked a room. I don't appreciate their scarcity threat push by telling me that there are only x number of rooms left. I don't care that mine is a 'popular choice'. This loses them credibility in my eyes.
There's also an opportunity for a Usability Expert to review their property pages, as some processes are not intuitive enough to figure out. For example: it took me months to figure out how to search for a different date set on a specific property.

I have been trying to book a flight with the hotel... eventually I didn't like the price for the flight... so, I changed my mind to book with them anything. Customer assured me that there will be no any charge on my credit card... ( I was stupid enough to have it on my file). After a month I found out that there was a charge. When I called Booking Company they simply explained me that I should've call the hotel to cancel the booking. When I tried to explain them that I didn't do any booking, and one of your Customer Assistants was just looking through the options with me, she asked me to hold. After while the she returned to tell me the hotel wouldn't give refund... of Course They wouldn't... your careless, inattentive to details employees should know how to do the job!

Requested and booked a pet friendly hotel reservation through them and when we arrived it wasn't pet friendly. We had to pay for the room and another at a different hotel that was pet friendly. They first said we should have checked the hotel web site but we requested a pet friendly facility from them. They admitted they were wrong but have refused to refund the room charge. They will not return calls and just give us the run around with emails.
I wouldn't trust anything they do or say because when they make a mistake it will cost you!
THE WORSE CUSTOMER SERVICE I HAVE EVER EXPERIENCED.

This is my first reservation using booking.com and I must say I am not impressed. The website leads you to believe you can change reservation at any time. Also the term non-refundable has meaning it means you cannot cancel and request a refund. I inadvertently made a reservation for the wrong date and attempted to corrected it immediately after it was noticed.
You folks keep blaming each other property owner and booking.com for not being able to resolve this problem. When I call the property owner they say bookings.com wont let them change date. When I contact bookings.com they say the property owner must agree. The website says that this reservation can be changed at any time but is non-refundable but that is not was is being requested I am not seeking to cancel only change date and pay any upgrade for that change.

I booked a hotel for some charity marathon runners in L A in February through booking.com. A few nights before the run, the Ramada Hotel in Oakwood del Rey decided not to honour the booking - they had clearly found some customers who were willing to pay more. I was called during the night by Booking.com who told me there was nothing they could do. The only hotel they could offer was miles and miles away. I spent £60 on the telephone and endless hours trying to find an alternative hotel. It was a complete nightmare! Six months later I have still had no compensation from Booking.com. They initially offered £30 which I refused as it didn't cover even the telephone calls. Now they are completely ignoring me. Prior to this I thought they actually ran a good website, now I am VERY disappointed.