Booking.comReviews 4,272

Very vague and hidden policies in an attempt to get people to make reservations. Good luck ever getting a refund from this place. I tried cancelling my order through my phone (traveling) and assumed it went through before I found out I got the full room charge. I'm pretty sure they don't even send confirmation e-mails for cancelling or reminders on booking which would alert you to either case. It also appears you can't even cancel on the same day either...

Afterwards they point to their actual policy hidden by hordes of lies and flashy buttons and exclaim no refunds.

Don't bother with this one.

Although I've had a few positive experiences with booking.com, the not-so-positive are racking up.
I recently needed to change my credit card information with booking.com. For my trips this summer, I had already been charged in full from 3 of the hotels. (Meaning I didn't have to pay anything else since 100% payment was taken at the time of the reservation.) For some reason, the 3 hotels re-charged me as a result of what the booking.com agent did when I called asking for help with editing my credit card details. Since these 3 hotels double charged me (telling me that booking.com had made this error sending my info. A second time as if payment was not yet made), I had to prove that I had already paid in full months ago. The hotels reimbursed me although since the exchange rate had fluctuated during the time it took me to show documentation, I lost out on around 8 USD. Not a lot of money although I'm not the one who should be losing out on these eight dollars.

I booked a Hyatt hotel in February, planning a family trip. The only email I ever got was the confirmation and the "no show" email. I had completely forgot about the reservation and was unable to make it. Every... single... other... site, Priceline, Travelocity, Expedia, Hilton, Marriott, etc sends reminder emails about your upcoming trip, but I was told by a Booking.com rep that they don't do that. I think this is done on purpose, in hopes that people will forget to cancel and the hotels and Booking.com get their money. Now I'm out $645 with no hotel stay to show for it. Ultimately, it's my fault, but the rep I spoke to seemed to have not one concern in the world about my plight. Booking.com should really revisit this policy because it's screwing a lot of people over. I will NEVER use them again.

As a hotel manager I find this site as a rare opportunity to shout out my issues with Booking.com and find a way out of the "Blah-blah, we don't care as long as you pay your commission" attitude! Our property is participating in the "Preferred hotels program" and has the overall score of 9.4/10! But if you think that we have any other benefits, rather than paying additional % commission, you are wrong! I have to deal with a case where a guest has mistakenly marked the worst ever 2.5/10 and at the same time has posted a perfect score positive review on Tripadvisor. I have addressed the issue to the customer care but there is no reply of any kind. I very much doubt that the representative has contacted the guest with my query as he promised, so I feel like I got my mouth shut, having no feedback from Booking.com. I few occassions I was told that the site is 100% customer-oriented and will NOT undergo any action in defence of the hoteliers (so called "Parthers"). Even if the guest would present an invalid/false/empty Credit card, the customer service will advise you that there is nothing that can be done and will not contact any customer with any such request from the hotelier! Booking.com can at least enable the option for the hotelier to reply to guests' comment and present their Partners with the right of an unbiased and honest reviews and thus put the guests' blackmailing to halt! I know that someone on duty will reply with the usual "So sorry to hear that", but thank you anyway!

NEVER EVER USE BOOKING.COM
Dear Booking.com
I have contacted you before and have not received any resolution. I made a reservation for Lodge Cordillera on your site. Immediately following the reservation I received a call from your customer service saying that there had been a problem and that the actual rate for the room was not what was advertised but about 3 times higher. They also told me that I could not have booked the room for just one night and that the minimum stay was 2 nights. My position was that you had to honor what was advertised on the site. The lady said she would email me back which she never did. Later on I received a message that my credit card hadnt gone through, despite the fact that I have more than enought credit to cover for the price of the room. I proceeded to update the credit card information. Twice. I also offered an alternative card (I though Well, maybe they don't take american express). Got a message that the second card didn't go through either. Very convenient I am thinking. These guys do not want to honor the advertised fare so they are telling me the card isnt going through. Since I did not hear back from you I decided to contact the hotel directly to see if they could tell me what was wrong and maybe provide the information needed directly to them. I never heard back from the hotel either. My reservation got cancelled. I must say I am extremely disappointed, I will never use your booking engine again. It is a joke.

I was looking for a hotel in St. Johns NL and booking.com stated that the one I booked said it was regular $498 for two nights or so and was on for $398 for two nights. I booked it as I was excited to get a little bit off, as I am fresh out of college and have next to no money. I later went on the actual hotels site and found out that I did not get a deal at all. If I had known this I would not have booked it. Beware of booking hotels through this site and always check the actual hotels prices first!

I am a hotel owner and we are working with booking.com for 5 years and for the last year I can just notice that it is so hard accommodating booking.com guests, that we have become slaves to the booking engine. There is no MANAGEMENT RESPONSE. You have to allow as to answer to good and bed reviews, like you can do it on this sight! So many of the reviews are not true and are ruining are reputation build for decades. We understand that some of them are critical and we learn from them, but you are not aware that we are blackmailed so many times for a good review. I tried to complain so many times but I always get the same answer, that your management thinks that it is not good for us to respond!
Second thing that I have seen 2 days ago was that you put the reviews in the order you want, not the latest reviews first. So if you have 300 reviews people won't bother looking for 10 pages of review they will only see the first and second on the public page of the hotel! And on our first page of the reviews half of the reviews are old more then 9 month. Things have changed in 9 months, we have renovated, we've changed everything in the rooms but still there are reviews seen like "apartment need renovation". You don't put the newest reviews first. So people think that the pictures that we give are fouls.
You always tell us that we have to act like partners, but I think you should start acting as partner. If we don't have guests you won't get the 15% interest! And what we have done is instead of selling 20 rooms on your sight, right now we are selling only 5 and only the cheapest!

I booked a room at Eolos hotel in Mykonos, Greece through booking.com for 6 nights July 27- August 2,2014. I also booked 2 other rooms at the same hotel for the rest of my family through the hotel website. I had to cancel the reservation on April 24,2014 due to a change in our plans. The hotel did not charge me for the cancellation but booking.com charged my creditt card the full amount of the 6 night stay for the room that i had booked through them. ($1,470.23)
I cancelled a full 3 months prior to my arrival date. Their policy is to charge you 100% of the total price of your reservation. THIS IS CRIMINAL!

I cannot believe that this company exists and rips people off. I have learned my lesson and will never use a online booking service like this again.

We had a very good cooperation with buking.com.
Member of our family got sick and we did not even think about the payment of the invoice. After some time we received an alert of CIS Debt Recovery Solutions but currently did not have the money for the payment slip of € 267.15. The money we paid and when we wanted to re-establish cooperation sought a deposit in the amount of € 1200. Is there some other solution because that kind of money we're unable get to process payments. Thank you.

As a hotelier, booking.com has become bad business for the accommodation and the guest. The guest can really get a better deal booking directly with the 15% commission the hotel is billed for. Furthermore, The hotel is not able to respond to reviews, which may be a verified guest but also may be false, anonymous and one sided while booking.com hosts the comments but takes no liability. Even booking.com is able to make a response on this website to reviews.

Booking.com does not make it easy to remove promotions on the management console. Instead you have call or email customer service for removal. While we have been with them since they started in the US, our establishment and others in the association are reducing availability, removing our listings or making policies stricter than booking directly. At the same time the guest also believes there is a free cancellation anytime which is also misleading. I expect the standard response will be to contact our account manager which is without purpose or use.

I was looking at hotel options for Indy yesterday on TRIPADVISOR... I never made any reservations, or proceeded looked further into anything!... Then today I get an email from Booking.com telling me they had confirmed my room on April 28th, 2014 in INDY for $2, 249.oo... They provided a booking number and a pin code and that I had until Aug. 6,2013 to cancel... 2013!?... Neither the booking number or the pin were recognized when trying to access them to cancel... So I replied back to their email, telling them to shove this up their $#*!... It bounced back non-deliverable... Damn the internet

Booked an apartment in Dieppe France and arranged to meet the owner to get the keys. She didn't show up and booking.com charged me anyway. They have now said that she was just late (We waited on a dirty pavement next to a busy road in a not salubrious neighbourhood with my 5 year old son for 30 minutes) and that I cancelled my booking. I did not cancel it - they did I couldn't get it! My bank are disputing the payment so that may be the way to go... we'll see. Wouldn't trust them though

I have been using booking.com for few years, I always been happy with the choice and service until the latest booking really disappoint me and I feel rip off by two parties.

1. Booking a apartment in Amsterdam through booking.com on 21st march 2014 for one night originally for present for my daughter birthday, she and her friends one to stay one night in Amsterdam. However due to flight changes and unavailability, I have to cancel the booking straight away and that was 25 minutes later.
Booking.com confirm the booking cancelled. I assume all cancel that I don't have to look at further about the confirmation. These are on 21st march 2014.

But then upon checking my credit card statement on first week of April 2014 as monthly check, I am shocked to find out I was charge full amount of the cancelled booking. Although communicated with booking.com regarding this apparently there is nothing they can do, as it was Living Capital the Amsterdam company charge me.
When I email them, I did have response but they too can't refund me because it already been charge.

Question is: why am I charge full amount on booking which cancel 25 minutes after booked., it wasn't even 25 hours, and the booking was for a month later.
Apparently this is a policy to avoid cancellation. What do trading standard think about this.

So it wasn't FREE cancellation, I can understand if I cancel 48 hours or perhaps a week before checking in.

Beware of booking with booking.com and Old West Area Apartments. It's s scammer although Old west Area Apartments charge me, the booking.com will get the commission too. Both parties are working together as scammers.

As a hotel business owner this site has been a bad experience for us. I would advise ther business owners to not list with this booking site.

The customer service is shocking. They do not reply to emails, are slow to send bookings information to our email resulting in double bookings on occasions.

Most frustrating is they have a lowest commission band of 15% which used to be 12% but they put it up.

They do not take guest payments and in any dispute are on the side of the guest booking and not the business.

There is no oppertunity to reply to reviews and unfair reviews are not removed.

They never reply to emails.

The change your listing with no warning and when this results in an incorrect booking do not claim any responsibility.

I am removing my listing.

I booked a hotel in New Delhi for a one-day week-end trip. They didn't provide any information about what kind of document I have to carry for identity. The room was most ordinary, not as it was reflected in site. Even in the hotel they didn't provide a bottle of drinking water. All those were still okay. But I doubt this site doesn't keep their clients data confidential, recently I have lost 8K INR from my credit card which I used to book hotel from this site and surprisingly the hotel charge I paid in cash when I checked-in. I didn't share my credit card details anywhere other than booking.com. The travel agency who Cheated the amount is another fraud it is fundootraveldeals.com. So friends better stay away from this site, especially in India where there is nobody to protect the consumers.