Booking.comReviews 4,272

I was searching for a hotel with a balcony in Baltimore. I found one through booking.com at the Hilton in Downtown Baltimore, there was one other option at another hotel but it was 150 a night more expensive so I booked the Hilton. Upon check-in, I was informed that the room does not have a balcony, that there are VERY few rooms at this hotel with balconies and they are only in the hospitality suites which are never available. They informed me that this happens all the time with booking.com. They give out false information to make you book a room. The room quote was $299.00 per night. I ended up paying $350.00 per night. I will NEVER use booking.com again. I never had this problem with hotels.com, so I'm sticking with them in the future.

I think there is something wrong with their system. I cancelled 2 reservations, I didnt received any confirmation, yet they say since there was no cancellation I need to pay cancellation fee. I sent a mail regarding the problem, no confirmation mail either! Especially after I got threaths from a hostel owner via phone (told me that he'll call police and tell them to cancel my visa!); I'm not sure if they protect me or my personal information anymore!

Hello I manage a small hotel -vacation home management company where our homes are located about 15 minutes from Disney and other major attractions.
I had joined bookings.com to help increase rentals for our property owners since we just manage and rent the homes. It seemed to have been working fine until I recieved a charge back of over $3500 dollars and then another one at over $1400 dollars. The guest had arrived and left and then claimed they never booked the home. I had spoken with bookings.com about their credit verification process and they had ensured me that i had nothing to worry about because they use a special system that verifies fraudulant cards. Well it turns out that i called bookings.com and they said they never told me this and are not doing anything to help and since it was not a face to face transaction our merchant services cant do anything about it. With this said I have held back all commissions to bookings.com as I dont know how many more are coming back as ---FRAUDULANT ---. They have now cancelled are adverts with our company and are threatening with legal actions. I dont understand on how such a big company cannot have a safeguard on credit cards being used. Never was I warned that I had to take extreme measures to very theses cards as I was ensured not to worry by a representative of bookings.com. I would like some kind of assistance in this matter as this a legitimate excuse not to pay commissions. Now I am out all this money as the owners don't care. The way they see it their house was used by someone and they deserve to be paid. If there is someone out there that cares with bookings.com please help!

I have 5 chalets on my property and rent 4, targeting dog-owners more as a service & to offset costs than anything. I was recruited by booking.com and although hesitant for various reasons, was persuaded by the salesperson to sign up. I got requests and bookings but experienced issues around check-in days which I reported. They were aware, acknowledged and admitted that the system was not great for chalet owners who need to put constraints on when chalets should be available etc. and said they were working on it. Finally I had a Huge problem when someone who had booked and cancelled showed up. I had to move All the renters to different chalets etc. and booking.com insisted that it was not cancelled even though I had an email 30 minutes after the booking saying that it was. The guest was on premise and had not payed a cent, happened to be abusive on top of it all despite heroic attempts to accommodate them etc. This was reported. Tech support was terrible - a complete disconnect between people within the company. There were other issues and I was unable to get support. I wrote emails and I decided that I would not pay the last commissions bills as I had incurred costs and wasted too much time with terrible support due to their errors and wanted to escalate these issues. The rep then called, spoke to me insultingly and during the busy season when I was relying on this as one of the sources of bookings, cancelled me without adhering to my request of escalation of the issue. I was finally able to speak to her boss and when I told her to review the notes at c. S. ( my emails) and either get back to me if they could cancel the bills or escalate this to a more senior executive, nothing happened. Then out of the blue they just put me in collection. I was never able to escalate the issues (for their own good) and negotiate what I wanted from the beginning - cancel the bills. I get calls and emails every day from a collection agency. I have tried to contact booking.com executive level people through linkedin simply stating that I have some issues with the company to no avail. I suggest to all chalet owners Never to Deal with this Company. If you ever have a problem, you cannot count on them to react properly, do the right thing or compensate you in any way. There is a bad corporate culture here and internal communications issues and you can feel it when issues arise. In this business - even if for someone like me who just rents out a few cabins during busier seasons, that is absolutely unacceptable.
SO I SENT THE ID HE ASKED FOR AND NOTHING HAPPENED.

Credit card Cheating by Booking.com
I have booked for vacation in Malaysia through booking.com. As per them they will not charge you unless you authorized. So I paid by Cash for stay in Seri Malysia Genting. Later only I realized that Booking.com has given the full details about your credit card and they take money from my card also. When I inquired with booking.com they try to fool you saying that they cannot understand my receipt given by the hotel. I think booking.com is trying to fool helping the Hotel to get money for the hotel and they also get the share of it. Never try using booking.com

Booking.com are a JOKE, I am a hotelier who had partnered with this company in the UK and now dropped them over bad partnership practices, they are happy to take a large commission from a hotel but any time there is an issue that needs attention they do not respond and the "market manager" has no concept of how to do their job properly and particularly with the customer service call centre team they will hide behind a barrier that seems to be in the interest of the customer only, the customer service team always "interpret email or telephone conversations wrong" and in some cases will actually can make a situation worse for both hotel and for guest, In most cases the issue is over a cancellation penalty charge, what guest does not know is Booking.com penalise a hotel for ranking when a booking is cancelled which means not only does the hotel loose revenue from the cancelled booking but they also then have to pay more commission to keep same ranking - i. E paying 30% commission to be listed on page one, hotel gets 2 cancellations and then have to then pay 35% commission to maintain same position, this maybe why hotels are adamant about enforcing penalty charges to the guest, of course Booking.com wash their hands of all responsibility to deal with it and say if the hotel cancels without penalty the hotel pays no commission on the booking, however a guest who doesn't stay and doesn't want to pay just initiates chargeback with credit card company anyway and Booking.com do nothing.

With regards to the Booking.com review system a customer can write any form of crap, lies and rubbish they want and the hotel has no recourse to address or respond, especially when it is anonymous and by having a Plus and a Minus they encourage the guest to post something negative to fill both boxes up, most reviews are fake anyway written by booknig.com

Booking.com is a bit like a pimp it whores out hotels for a kickback, you are the Johns, the only difference is what they do is considered legal

Booking.com is a joke. I reserved a hotel in millville, NJ on 8/23/13 for nascar race weekend because booking.com says Dover International Speedway is only 31 miles away. Well its not. Its 88 miles away. I called booking.com. And they said "that's as the crow flies". Well I'm not a crow and can not fly over a bid body of water with my car. Now its the weekend of the race and i have no choice but to stay this far away because every hotel/motel that is closer is booked full. I will never use booking.com again because they have false advertising.

Booked a 3 star hotel in Madrid, paid in advance, minutes before my departure flight received an e-mail stating my booking couldn´t be secured without another credit card information?!?!
Completed what was requested and upon arrival at Hotel Anaco ( roughly 4 hours after the upadte) was informed they´ve have had an "infiltration problem", my room wasn´t available nor they had any more rooms available.
After witnessing a poorly enacted scene often repeated, as i later found out on reviews from other sites, we were transferred to a local hostal conveniently located a few meters away.
As i was with my 6 month pregnant wife couldn´t afford to spend a night out!
Immediately contacted Booking.com, inform them of what had just happened, the downgrade of our reservation, our insatisfaction, inform them that the hotel was still advertising their availability and we never got any help, advice or the service we were promised.
All the contacts with Booking.com have been painfully insulting with their lack of customer care and adequate follow up of a situation they have helped to create and profited from.
Having to report them to my credit card company for fraudulent use of my credit card was really the only way out, never again.

I was charged twice by Apartment Duesseldorf (both cash and via my credit card). Booking.com seemed to care at the beginning but in the end they just threw the fault to the customer. It's true that I didn't keep the receipt of my cash receipt but who'd think this calamity would happen? They never responded to my clarification questions: how come did the accommodation have my credit card number?; why did the accommodation charge me through my credit card without letting me know in advance?; as I did show up, why didn't the accommodation have the receipt of my credit card payment in which my signature must be present? This's too terrible and I'd rate it 'no star at all'!

I booked a room in Seattle a couple days ago for a stay later this month in case my work could not get additional night at the hotel they reserved for me. Yesterday they confirmed they were able to extend my stay so I cancelled my reservation at booking.com. To my surprise, they charged me for one full night even though my arrival date is ten days away. I looked at the cancellation policy and it states I can cancel up to 3 days of the arrival. The whole reason I used this site is for their free of booking and cancellation fees. Otherwise, I could just reserve it directly with the hotel.

I booked at 5 to 6 hotel rooms with this site within this past year and this is the first time I had an issue. I contacted their customer services and they just stated their cancellation policy and left it at that. If you are considering to use their website or app, please don't and run away as fast as you can unless you want to give them your hard earned money and get nothing back in return.

I reviewed a very unsatisfactory experience relating to an apartment I booked in Barcelona on their site. The reviews are split into "like" and "not like" sections. To be fair I put in the positives but in the negatives I said I would not recommend because the negatives were so bad. Imagine my horror to see my positive comments highlighted is a misleading way, exactly the way that led me to book this place. Very misleading site
They take no responsibility for any problems you encounter. I would not use their site again
My booking number was *******. I have had correspondence with you your customer service who have given me the blurb about only being a booking agency etc and passed on my complaint to the property who have responded in such a way as to not answer any of the complaint, the main one was that we were kept waiting on the pavement for 2 hours with our luggage after check-in time and had to get the police to help get us in. Perhaps you could check with the couple from Canada who were waiting on the pavement with us after a 16 hour flight from Canada. The e-mail from your customer service saying they were glad to see they had resolved my complaint was both intensely irritating and insulting. To see even now my positive comments highlighted on your site as a recommendation is infuriating, especially as I specifically say I would not recommend this property despite some good points. Anyone who is interested in the details may look at my review of the Izaka Apartment, Barcelona

Booked a room, no problem.
Cancelled room inside of agreed period. Got charged full price of my stay.
Booking.com will not deal with me as they say the hotel has charged me and they "just handle booking".
Hotel wont deal with my booking as they say Booking.com handles the booking.

Neither will take ownership and they have all my money and the room that they rent out again.
What a joke! Daylight robbery. DO NOT USE BOOKING.com! Contact hotel directly.

In short booking.com sold a room that the hotel had informed them didn't exist. Unsurprisingly, the hotel could not provide and responded quickly by getting in contact with booking.com to ensure error is not repeated, booking.com representative took responsibility verbally for the misttake. But now in follow up emails have placed entire blame on hotel. Not the right way to treat the website users or the hotels either. Will no longer use the site.

Horrible, after booking through booking.com, I noticed discounts (i. E. student, aarp, military, etc) posted by the hotel. The hotel only provides these discounts if you book directly through them (this is true with most hotels), therefore I missed out on a $68 discount on a $680 hotel tab. Also found out my rate would have been the same booking directly through the hotel, actually they could've provided a better rate on less extravagant room (booking. Com gave me the top priced room). After inquiring with Booking.com about their pricing guarantee is does not include such discounts such a student, aarp, etc provided by the hotel. Therefore, end result I paid more by going thru booking.com - I am an aarp member and would've saved the $68 (10%) - tell students, military and seniors get your discounts by going directly thru the hotel!
Why should you pay more when there is a pricing guarantee - makes no sense.