Booking.comReviews 4,267

I booked 6 rooms at Mondrian LA yesterday afternoon 18 Jan 15 for arrival 19 and departure 20. It was my intention to book 3 of them for 2 days and 6 for 1 day. I went on the site using an android mobile device. The site changed arrival to 18th. I got confirmation a minute later and immediately called the "Genius" helpline. After waiting on the line for a respectable minute or two i explained what happened and asked to have it fixed. The agent told me this is a recurring problem that sometimes happens when booking using a smartphone. He promised to take care of it and call me back. He screwed up the email and did NOT call the hotel directly as promised. After 5 more call to booking.com I received an email this moring 19th when I wax flying to LA from Boston to say tbat I was being charged for 6 rooms. This after 3 different booking.com employees had lied to me. I have used booking.com hundreds of times. I have stayed at Mondrian and other MHG Hotels many times. I feel cheated and robbed. I would like to put this case to the test. If it is not repaired I will look at suing booking.com in a test case. It doesnt matter that the loss is less than 2000 dollars. I will spend a lot more to get treated with the basic dignity any customer deserves. Tom L

My experience with Booking.com's customer service was handled in a very professional and timely manner. I accidentally booked a hotel in SF that I was not intending to retreat at online and while trying to undo it, I confirmed it! I didn't realize it until I had received an email with a confirmation number followed by my computer error. On the website, if I had done it, a cancellation fee would apply if reservation was to be cancelled and I just did not feel good about it. I immediately called the hotel and explained the situation and they were not able to cancel my reservation, I would have to contact Booking.com. I reached representative ERIC and I cannot be more thankful for his understanding and going out of his way to cancel and waive the fee for me! I was put on hold for about 10 mins and ERIC came back on to apologize for the wait and explained to me that he had to contact three agencies to get them to cancel the reservation without any fee. I was ecstatic and thanked him for going above and beyond! Such a genuine representative! Although the hotel was not for me, I definitely will be using Booking.com for the one I'll be SURE of this time. And I'll book it properly! (: thank you again, ERIC! We need more people like you in this business!

I was attempting to secure a reservation, and I had no intention of paying for the motel room until I saw it. Once I arrived I decided it looked to seedy and I stayed elsewhere. When I got home I found that I had been charged the full amount. When booking the website specifically states "No charge – only needed to reserve your room." And further down the screen it again says, "Your card will not be charged — it's only needed to guarantee your booking.
{the motel} will handle your payment." When I called booking.com to address the issue they constantly interupted me, she was rude, and continually stated that I had to cancel 24 hours in advance. I made the reservation less than 24 hours before arriving. Fortunately my credit card company has agreed not to charge me, due to the fraudulent claims on the website.

I wanted to share my recent misadventures with booking.com so that the same thing will not happen to you.
I booked a hotel for Marseille in October 2015. The room booked (Hotel le Vieux port) was indicated as a 2 adults + 2 children room. But, when I arrived, the room was only for 2 adults and one child! I contacted booking.com by phone about that issue and their agent admitted the responsibility of booking.com. She ensured me I would be refunded and found me another hotel (for which I paid again). After a few months I checked my statements and saw no refund. I contacted the customer service, but booking.com is now refusing to refund me pretexting that the hotel does not want to refund them!

WORST customer service!

I booked a 5 bedroom house for 14 people in S. Lake Tahoe for New Years Eve, only to arrive and find a building under renovations. Booking.com "accommodated" our party by finding us 4 separate hotel rooms. At the time of the "alternate accommodation", I agreed to the new lodging at the hotel they found with the thought- I would deal with the monies later. After all, my party had just spent the last 4 hours in a car, in a parking lot, in a wind storm and 13 degree temperature, while I was on the phone with Booking.com. Now, a few days later (1/6/2016) and Booking.com will only offer a "good will gesture" of $75 refund. I asked to speak to a manager and Andres "the Supervisor" informed me, "they all would say the same thing." I again insisted on speaking with someone else. Andres put me on hold "consult with another manager", only to return to the phone and repeat himself.

It is despicable to me for a company like Booking.com to think accommodating my party with 4 separate SMALL hotel rooms was sufficient for not being able to stay in our 5 bedroom house that I booked 10 months in advance.

I was even told by a Booking.com agent that, "it's not our fault the house is under renovations." Surely, it's not MY fault either. The company that the house operated through "Affordable Lake Tahoe Villas" is at fault, but when Booking.com decides to do business with them and represents them, in my opinion, they (Booking.com) hold fault as well.

In the end, I am stuck paying a $150 cleaning fee for our HOTEL rooms because "I would have been charged that had I stayed at the house" and I will not be refunded for the difference in the tax rate of renting a house versus the tax rate of the hotel rooms we were "stuck" with.

DISGRACE!

Booking.com is a total joke and booking hotel rooms through this site with full payment at time of booking means absolutely nothing. We booked a group of 13 rooms at Lancaster Houston, with full payment at the time of booking. About 4 weeks later we get word from booking.com that we DO NOT have the reservations! Even though we paid for the rooms and got confirmation numbers. Do not use this website. It is completely unreliable, undependable and unethical.

This is our story of the really bad customer service of booking.com.
We booked our holiday to Acapulco (Mexico) weeks in advance to stay there the days before and after new year's eve (*******). We (6 adults and a baby) all bought our flight tickets and were very excited to stay in hotel. Two weeks before our trip, booking.com informed us that our hotel was overbooked and that we could not stay in hotel Mar Azul (5-star hotel). Well, this can happen and they would search for an alternative ASAP. We also searched ourselves and there were good alternatives available. However, we didn't get a call back anymore. Therefore, we called them a few days later to ask whether they have found an alternative. The alternative they offered was a considerably cheaper hotel outside of Acapulco in an area that is known for its drugs activities. We told them that this was not at all a comparable offer. Therefore, they would search for an alternative. In the meanwhile, all hotels had gotten much more expensive because it's only 10 days to new year's. Currently, we have called them 5 times (and every time we got a different person and we had to explain the whole story again). What happened is the following. Call 1: We were put on hold for 40 minutes and after 40 minutes the lady told us that would call back later because she needed to do more research. We never got called back. Call 2: We suggested a fair deal and the lady needed to ask permission and she would call back. However, she never called back. Call 3: Exactly the same happened as in call 2. Call 4: The woman couldn't find a good alternative because basically all good hotels are booked and she just hang up the phone while we were searching together. Call 5: Being more than 30 minutes on hold and again no solution. They offered us a 3 star hotel that is now as expensive as it was when we booked our 5-star hotel. At the moment of booking, the 3 star hotel was almost half the price of the 5-star hotel. Hence, a bit more than a day before our flight, there is still not a fair deal and we don't even know whether we should fly to Acapulco.

We used this site a couple of times and have discovered that they are strictly a place to push buttons and good luck if you ever need good service. Also, we discovered that a lot of these online sites are owned by the same company. Use them to find and compare rates, then call the hotel and you are likely to get as good and maybe a better price. Booking.com will charge the hotel a hefty commission, so that hotel might just as well pass on more savings to you.

My husband and I recently booked two trips at the same time and needed to cancel one hotel room. This was done less than an hour after booking. Booking.com stated free cancellation but my husband was charged 30% of the hotel room which came out of the account straight away! This was not stated at time of booking but was after booking in an email... What use is that!
Booking.com seriously need to sort out their website so that it is very clear on cancellation charges.
We have a number of trips away each year and will never use booking.com again or recommend them to anyone. Absolute disgrace!

Worst Customer service ever! My wife book a reservation in September for a trip in October for a weekend in Chicago. Booking.com never sent the confirmation. When it was closer to trip date we did not know who we booked through or the hotel. Called several places but said we did not have confirmation. We then booked another hotel and went on our trip. When we returned we were charged for the original reservation. When we called booking.com they said they sent us the confirmation. I repeatedly asked them to forward the original email but all they would do is send a current email with the booking info. This company will Do Anything to get out of compensating you for their mistake.
Stay as far away from this company as you can!