Booking.com

I had someone else log into my account and make a booking using my rewards points. I use 2FA and they could still get in! No alerts, no upcoming trip notifications, nothing.

I can't close my account because of a "technical error" and booking.com refuse to close my account.

Pitiful.

Booking.com double booked us so we were not able to stay at property and had to find somewhere else to stay with our 5 kids late at night and despite spending hours on the phone, they have not returned our money even though it's been almost a year and they said they would. DONT USE THEM!

Absolutely disgusting unprofessional…
Absolutely disgusting unprofessional company, leaving two people one being disabled without somewhere to stay. Property was dirty, sewage gushing out, door to building had been vandalised would not lock or close, large industrial bins outside with rats running over them and three flights of stairs I could not get my partner up. Customer care told me I should ask people passing by to help carry my partner up the stairs how degrading, explained we could not afford another accommodation and had travelled 6 hrs they said there was nothing they could do, none of us could get hold of the homemaker after trying around 40 times and customer care were useless absolutely devastated and distressed by the whole experience and situation we had to drive home and had no holiday or celebration of my partners birthday very upsetting, they made no reasonable adjustments for disabled person and did not care so not use ever.

I travel a lot and use various booking sites. During the last two bookings of mine on Booking.com, beautiful pictures were posted of the rooms that I booked, but when I arrived were filthy. During a pandemic, this site should be more in-tune with the facilities that they promote and should look into and not promote dirty facilities with poor reviews. During one booking, I was charged a cleaning fee for a room I never stayed in, and was not entitled to any reimbursement because they had notified me of my cancellation status TOO LATE. This is unacceptable customer service and business practice, particularly during a pandemic. Use the other travel sites.

Bought an admittedly "non-refundable" 7 days at a resort hotel. Upon arrival, hotel looked nothing like the posted photos. Hotel manager acknowledged the misleading photos, said it was a perennial problem, and offered a refund. After we had left, booking.com communicated with the hotel and they declined refund (over $900!).
After several attempts to chat with booking.com customer service via their chat service, it became obvious they were just automated bots giving canned, unresponsive answers. Ultimately, they said there was nothing they could do and I was left to make an appeal to my credit card company.
Booking.com is generally a useful service when things go right. But when there is any problem, there's no one to talk to, and they'll evidently do nothing to correct fraudulent or misleading behavior from their stable of hotels.

I had a booking with them made by my wife and the site didn't load and we didn't get any confirmation email. Then I tried to book from my side using the app and then it went well. I complained to CS team in case they will deduct double amount and they confirmed all good. After a while the amount was deducted twice and i am for almost a month behind their CS team without any output. I had given all proofs that this is double booking due the web error and they keep coming back that for security reason they cannot disclose information. What a joke. I asked them to proof their right and definitely nothing. If they are right, let them show up.

I have used Booking.com for years booking both international and domestic hotels. But recently it seems that unless you book it immediately when you see a good price, within minutes that price can change substantially. I went to another competitors site and got the same original price that I had seen on Booking.com that had increased $25 while I checked with my traveling partner to see if it met their needs.
I tried to call booking.com to give them a chance to meet their original price, seeing how I had a picture of the offer, and there is absolutely no way of getting to talk to a human being unless you already have a booking number to reference. They will no longer be my number one pick for a hotel reservations.

If you are thinking of using Booking.com then think carefully. Hotel prices are higher than the open market. Customer Service is appalling, 2 weeks in and I am still chasing for a refund after changing hotels in Istanbul due to bad treatment, second one not booked through Booking.com. Cancellation is more challenging than a hike on a Saturday. The "genius level" is a scam, no matter how many times you book, you get nothing other than "you are one step away from loyalty". Prefer direct hotel booking or TripAdvisor at least you know what you're getting.

Over three weeks ago contacted Booking.Com for a plane ticket refund due to Helene as the airport was closed during my scheduled flight there. They said they would contact me in a few days regarding my refund. I contacted them after a week of no response from them. They said they already escalated my request and I would have to wait. After two weeks I contacted them again. They were rude and belligerent and said that I would have to resolve the problem myself. I have been a regular customer of theirs and achieved a high level in their customer ratings. I am very upset this is the way they treat their valuable customers. You might save money with their booking but you will have to solve any problems yourself as their "customer service" is non existent. From other reviews and their only two star ratings on review sites; this is a regular problem with them. Pay a little extra and get the service you need as you will be left alone to solve any problems yourself if you book with them.

Booked a car in Nevsehir Turkey,cancelled they sent me an email saying refund will be paid in 7 working days now 21 working days
Contacted them 3 times can't help wrong dept we don't talk to each other we just take your money and hold it until you lose interest. Recommend don't use them worse than Banks

As a partner with Booking.com, Don't & Don't ever book a flight with them
Believe it or not, this was the absolute worst experience of my life. Do yourself a favor—learn from my mistake and NEVER book a flight with booking.com and their partner gotogate

If you ever need to reschedule, cancel, or request a refund—even on a supposedly flexible ticket—prepare to lose your patience, time, and money. They will play endless games with you, trapping you in a frustrating cycle of non-communication. The only way to contact them is through a chat system, with no option for email or phone support. And their chat representatives have a single, rehearsed response: 'We will forward your request to the support team, and they will get back to you.' Spoiler alert: they never do.

When you try to follow up, you're forced to explain your case all over again, only to be told to wait while they 'check your case'—and then, it's back to square one. It's a nightmare that will leave you wondering whether to laugh or cry out of sheer frustration.

I've been dealing with this for more than 10 days now, and in the end, I had no choice but to buy new tickets at a significant cost—money I shouldn't have had to spend if I hadn't made the mistake of booking with booking.com and their partner gotogate. Save yourself the heartache and avoid this company at all costs.

Trust me, booking.com is a company that doesn't respect its customers, and I will be reporting them to every relevant consumer protection agency I can find. Learn from my costly experience and stay far, far away from with booking.com and their partner gotogate."

I used this service to book a hotel in LA. Paid for it with visa. I booked the wrong date, 1 day later than I arrived. The property immediately messaged booking.com and authorized a refund since I ended up staying there anyway. 1 week later I still don't have a refund. I messaged multiple times with zero response and now I've been on the phone waiting for more than 1 hour. They claim to have live chat but it's nowhere to be found on their site. DO NOT USE THIS SERVICE... If you want to call it that... Now I'll have to call visa and challenge the charge... Use Priceline... There's humans working there in case of any issues.

Customer service is a nightmare. Numerous phone calls and emails. I booked an apartment in Tuscany, Italy. The place was filthy, trash overflowing outside my apartment, steps leading to the apartment was disgusting, trash overflowing, mold everywhere, water did not drain from sink, doors did not lock, wi-fi did not work, no coffee maker or washing machine. The shower was a nozzle on the side of the wall and sprayed all over the room. Never book Calanchi Apartments in Via Sughera, ******* Montaione, Italy. Booking did not offer a resolution and I did not stay. Beware and read reviews.

Once you have booked the reservation Booking.com wants nothing to do with you. I booked a hotel in Amsterdam for April 2025. The hotel has sent me numerous emails asking for credit card into and wanting me to finalize the reservation. I already gave my credit card info to Booking.com. The hotel tried to charge my credit card three times today for the full amount of the stay (2 rooms). I contacted my credit card company and reported fraud. Could not find a customer service phone number for Booking.com. On their website they refer you to the hotel for help. I cancelled the reservation. I do not recommend Booking.com.

This company are basically morally and ethically bankrupt.
I booked accommodation via their website and received a full booking confirmation. They also took payment in full. I had booked via the mor expensive option that allows cancellation until the day before the booking starts.
With just under one week before travelling I received messages via Booking.com from the accommodation owners refusing to honour 8 days of the 14 day booking. I tried to cancel, only to discover that Booking.com had changed the settings to non refundable.
I telephoned their appalling customer services to be told they would not honour a refund despite me having proof of me having booked the refundable option. After much remonstration, along with several hours of repeatedly being placed on hold whilst the operative claimed to consult a manager, the operative agreed to refund me. Owing to the time difference all other listed accommodation of similar type was several hundred pounds more expensive.
The operative then stated that Booking.com would pay any difference in price.
However the operative then stated that it would take 7 - 12 WEEKS before they would even process a refund for the monies paid for the original booking, then further days to actually process payment - despite them being in the wrong.
The operative then insisted that I would have to pay in full for alternative accommodation and only after the trip try to claim back both the monies paid on the original booking and the excess monies paid for alternative accommodation.
I made a formal complaint via the CEO about this appalling conduct and was telephoned by a a woman called "Olga" who stated she is part of the complaints handling team. She also stated that after the trip was taken they would refund the difference in price.
Paypal intervened to insist on refund of original monies paid.
I have now taken the trip - and all e mails asking them to honour their agreement of paying the difference in costs have been ignored.
This company are morally and ethically bankrupt on every level and their staff are liars and charlatans.
AVOID AVOID AVOID!

I booked a Air BnB for August 2-3,2024 in Murrow Georgia. When I arrived no one was at the house. After waiting for about fifteen minutes, I called Booking,Com. After talking with several customer service representatives for over 40 minutes, I was told they cancel the reservation because the house had some issues. They claim they tried to call me but I checked my cell and could not find any calls from them or voice messages. I was told it would take 4 to 5 business before i get my refund. I will never use them again. This ruined my vacation. I have a copy of the reservation but can't upload it this review. Booker Asberry

I booked a room on booking.com for that very night. They charged my card and I had a confirmation number but when I went to check in, the super 8 said they had no reservation for me. I showed them the confirmation but they refused to give us a room saying I'll have to call booking.com to straighten it out. The guy said he needed to scan my credit card on their machine for some reason and then he told me I had no funds on my card. I was worried I got scammed on the booking.com site. Well, at booking.com there was no phone number to call. The site is tedious to navigate to "customer care". And all they had was an option to message them. When we finally found a phone number, by sheer accident, it was a foreign number in Sweden or something so we couldn't call. We ended up going to another hotel. I never got a response from booking.com. We tried to cancel but couldn't and now are going to have to try to get our bank to get that money back. The super 8 is in richfield utah and they were uncooperative telling us to deal with booking. And the manager was quite careless about our plight and I heard him on the phone arguing with someone. So avoid that place too. Avoid booking.com like the plague.

Never book with them, especially that they are a third party. I've been waiting since May for a flight refund, everytime I call they give me the same crappy story. I called the main air line that my flight was with today (Air Transat) and they refunded my flight to booking.com in June 2024, we are at the end of August and still no refund for them. I just for off the phone with booking.om and again I got the same excuse that I've been getting "the airline has not refunded us the full amount, we have escalated your issue" now I know it's totally bull as Air Transat confirmed the refund was sent in June - what's else can I do - I am sure they are making interest of my money and this is why they have yet to provide me with my refund. NEVER again will I book with them, they lost a customer.

I do not recommend Booking.com. This summer, while traveling with my two sons in Italy, our reservation in Naples was canceled by the property owner just 2 hours before our arrival. Despite their advertisements promising 24/7 support, Booking.com turned out to be completely unreachable: I spent an hour listening to a recorded message saying their service was overloaded.

In an emergency situation in an unsafe area of central Naples, I tried to make last-minute bookings for two consecutive accommodations through their platform. Booking.com immediately charged both amounts, but neither of the property owners showed up to hand over the keys. After two hours of searching on-site, we were forced to stay at a hotel in central Naples with questionable clientele, for an exorbitant price of 450 euros for one night.

Since returning, I have made over 20 calls to Booking.com's so-called "support service," which appears to be outsourced and ineffective. No refunds, no acknowledgment of the platform's failures. Worse still, some fraudulent listings remain active: one of the addresses led us to a dangerous area (with drug traffickers in the streets), where even the police advised us to leave quickly for our safety.

In summary: Booking.com neither protects its clients nor ensures their safety and takes no responsibility for serious issues. Avoid at all costs if you value peace of mind and safety while traveling.