Booking.comReviews 4,272

Customer service is awful. Tell you to go to website or contact them. System does not recognize confirmation number therefore you go in a loop and no one responds. They send you emails to provide information, you do and you get no response or they tell you to go to their website again. I booked a taxi service that I canceled. Prepaid for the service. No refund even though they say it will take 5 - 7 days. I am waiting 2 weeks. I guess I will have to eat this cost. DO NOT BOOK taxi's or attractions through booking.com. Terrible Customer Service.

I am traveling next week will see how the hotel bookings go.

In 2020, I listed my apartments on Booking.com and began successfully renting them out. However, recently I encountered a situation that caused significant inconvenience to both myself as the owner and my guests.

Initially, there were two overlapping reservations, which led to the cancellation of one of them. It turned out that a systemic error on Booking.com led to the creation of an additional accommodation listing, resulting in a clash of reservations. My guest and I found ourselves in an unpleasant situation, as the cancellation occurred at the last moment, greatly affecting our plans during a high-demand season.

Unfortunately, instead of taking responsibility for this mistake, Booking.com entirely shifted the blame onto me, the property owner. Furthermore, no compensation was provided to either me or my guest for the losses and inconveniences caused by this error.

I believe that such an attitude towards property owners is unacceptable. Owners rely on the Booking.com platform for efficient reservation management and guest service, and they expect fair and responsible support in case of issues.

I would also like to emphasize that I have evidence confirming that I had only one property listing on the platform, and I cannot be held accountable for an error stemming from systemic issues.

I hope that my experience will contribute to improving the quality of service and the accountability of Booking.com towards its customers. In the future, I hope to see more efforts aimed at preventing similar situations and a clearer policy of compensation for errors that occur through no fault of the property owners.

Total sham of a company. They are out only for money. I've had people access my account fraudulently and been told by booking.com - its not their issue. They have had no one in their accounts department for weeks. A glitch to their system has seen my account suspended and I'm unable to receive bookings for over 2 weeks now. Have called up over 8 times about this matter only to be lied to by staff that i need to submit more supporting documents until finally a supervisor told me they are having technical issues their end and are working to resolve it - that was over a week ago now. Its my high season and i cant get any business or income due to their incompetence. They charge premium commissions and offer ZERO service prioritizing their high turnover businesses and charging extra commission to increase visibility/ranking on their site. SHAMEFUL MONOPOLY - Hope someone creates a booking platform that sees companies like this need to start taking accountability for their actions - or rather yet INACTIONS!

If I could give booking.com a 0 for a rating I would. They are the worse! I accidentally selected the wrong hotel and paid with my credit card, and when I received my email and receipt I noticed it was the wrong hotel. I immediately (within minutes) called booking.com to cancel and they would not return my money. I called booking.com numerous times explaining the mistake and they wouldn't budge. How is it possible for a booking agency to take $346.28 of your money for a mistake? I literally called managers and pleaded my case and they would not refund my money. There has to be something illegal about that. I called the hotel and I was told they will refund your money within 24 hours, but booking.com said NO. My credit union is investigating this, but it should not have come to this. If you are thing about using booking.com, DON'T!

This is a scam! Rep from booking.com states they will refund me as long as the hotel give their approval, hotel approved. Rep now states they can't get ahold of the hotel. Hotel states the haven't called them! Now having them both on the phone at the same time … they can't do verbal approvals … over an hour on the phone. Horrible! They just scamming people.

I booked a stay at a hotel through booking.com, got the confirmation email with the confirmation number, and assumed I was good to go. However, when I arrived at the hotel, they told me my booking had been cancelled. I looked through my emails (including deleted emails, junk, and other email accounts) and did not find anything about a cancellation. I did not get a text or a phone call either. I only had my confirmation email. The hotel didn't have any available rooms either, so I couldn't book directly through the hotel on the day of. We had planned the trip with friends, and were completely separated from them because of this situation. I tried to called their customer service for help and they did nothing to assist us, and we ended up losing an entire day of our vacation and weren't able to stay at the hotel our first night!

After making a non-refundable hotel reservation through booking.com, I received an email from booking.com stating "Your booking couldn't be confirmed" and that a refund was in progress. I, therefore, made other hotel arrangements (not through booking.com) only to find out weeks later that my hotel reservation through booking.com was indeed confirmed and I had not received any refund. After calling their "not so" customer service multiple times and explaining the situation and that this was their error (sending the email stating the booking couldn't be confirmed and that a refund was in progress), one agent told me to call the hotel and request a cancellation on their end and ask the hotel to message booking.com to allow the refund. I did so and the hotel confirmed that they messaged booking.com and requested that i receive the refund. Of course, I did not receive a refund and weeks later contacted booking.com customer service via email only to be told that I would not be refunded as this was a non-refundable booking. I will now turn this over to my credit card company to attempt the refund process. NEVER USE BOOKING.COM

Booking. Com aren't paying their hosts. You pay them they keep the money. They owe me £2700. Some businesses over £50,000. I am now having to cancel peoples holidays. I cannot host for free. Book direct whenever you can for best rates, with the owner.

I had to cancel my hotel booking due to a medical condition. Even thou I received a confirmation booking from booking.com this was not cancelled with the hotel. In all the emails received they provided a link to message or email the hotel which I did. The night before the check out date I received an email from booking.com asking if we had checked in. I smelt the rat and called the hotel next morning. They informed me the booking was NOT Cancelled and said they don't deal with customers when the hotel was booked thru a third party. I've cancelled all future booking thru booking.com as I don't want to go thru all this unnecessary hassle again. Customers Beware.! BTW one star review only because if you don't click on a star you can't write a review

I booked rooms in February for a stay in August. I was charged by Booking.com in February and again in August by the hotel, but I had forgotten I'd already paid. I went back and checked my credit card statement and Booking.com had indeed already charged me for the rooms. If you search online, MANY other users have had this same issue and it takes weeks to be resolved, if at all. Booking.com is a scam company. Choose someone else to book your rooms.

Booking.com sold me a direct international flight ticket where the flight number has not been in operation for more than 3 years.
Impossible to get a hold of them, and I ended having to pay for another ticket to reach my destination.

An error was made somehow on a non-refundable booking. The hotels pay booking to advertise on their platform for a % of reservation fee. If you call the hotel and the manager is ok with, they refund the money back to booking, then booking sends it back to your checking account. However booking must open a refund request to hotel on your account. Issue 1. Booking buries the customer support contact number by design which makes it so difficult to contact them. My refund was issued to booking.com on 7/21/23. Today is 8/823 and 'I' had to call them to ask why hadn't my refund been returned to my account. Basically the refund system is designed to make the person give up trying. Don't trust them with a booking there are plenty of other good platforms. Always get your best rate dealing directly with hotel especially if your an honor or rewards member of the hotel. *** Stay away from booking.com. They are based in Netherlands and guess they feel they can get away with horrible support.

Booking.com will not refund money even if they act like they are working with hotel to do so. They said on two different occasion they were send an email to the hotel, but surprise surprise, the email never showed up. They don't have a problem lying to you. I will NEVER use BOOKING.COM again. I hate even giving a one rating, they don't deserve that.

Booking.com is not a good partner, a guest stay in my guesthouse and heavyly smoke in my room, any hotel will charge a cleaning fees unfortunately booking incharge of payment wont be able to do so. I reported this problem to booking.com and requested to remove the malicious review, very dissappointed that booking.com wont help and protect their partner for working together for 10 years. Airbnb is a better company to work with they protect the host. I call up booking.com they told me to contact the guest to remove it. Hahaha what a joke!

I made a reservation for 2 nights at a motel in Washington state. My spouse objected to staying in that town. I canceled the day i made the reservation both with the actual motel and online with booking,com. I was charged $200, for a room in a town I've never been to, canceled the reservation. I WILL NEVER USE BOOKING.COM AGAIN. PISSED AS HELL.

I had to travel with my wife my 5 yo son and my mother in low for medical reasons (operation) to UK. I booked a one bedroom apnt for 4 days and after 7 hours travelling tired and hungry, i got there at 10:30 pm and i was told by the owner that he didn't had 1 bed apnt and i had to stay in a filthy studio with one bed! I contacted booking.com and i left the filthy studio. Booking.com told me i had right and that i would get a full refund ended up with 58 euros. I WILL NOT PUT MY FAMILY MEMBER'S LIFE IN DANGER EVER AGAIN WITH Booking.com

Booked a hotel for $138.27, we thought was near the Atlanta airport. We caught a shuttle to the sister hotel and got a room. When tried to cancel the further hotel booked by booking.com, they charged us $ 133.00 to cancel! What a rip off. Mind you, this was while waiting in the line ( over 2 hours) to exit Delta airlines. Also flying back from France on a very long(approximately 10 hours). Will never be that desperate to use Booking.com again!

I want to start off by saying the reviews might not be so terrible if you actually got a response from the property when you contact them. I dunno why I'd expect that it's been 14 days give or take a day and no response at all. I booked through booking.com for July 21,2023 until Sunday before leaving on our cruise. The outside wasn't appealing to the eye but at least they were making an effort to make it better. However when I got to my room which was a good size I went straight to the kitchen to put supplies away and was greated by four or five german roaches on the kitchen counter. Imagine my disgust, I went straight to the desk and the young man there said nothing could be done until maintenance got there the next day. So unfortunately after paying 715.00 for two days searching for another hotel was out of the question. So I told my kids to keep their suitcases closed and I'd go down in the morning. Well morning came and no maintenance, so around noon I went to the desk to the young lady and again voiced my concerns. Now we got in late that night so I didn't even see some of the other things lacking in our room, other issues. Like the broken handle in the masters bathroom to the shower. Or no blinds in the master bedroom, just shear curtains. I could pick many things a part but I don't live for perfection.Also the ac was on the Fritz. But BUGS NO! I went to the desk several times for my room 501. No one in my room saw maintenance come or go. However I did go to my room at one point and my door was wide open. So if they did come they left the door open with all of our things exposed. I'd like to tell you this is the worst of it. But those little pest hitched a ride home. So now I have to take care of that cost. It would have been nice when I reached out to them if they made an effort to resolve the problem or at the very least apologize but nope they did not. The only positive I have is for the bartenders. After to warming up to them they made me feel a bit better. But if there are roaches in one room there are roaches in others and they apparently do not care because they didn't even try to move us. Please don't comment back with some generic response from the owner of the hotel. In all the bad reviews I saw apologies never anything to make it right or something to try to fix it. A discount to customers who you might want to come back not just an "I'm sorry" which I suppose is better then nothing. The funny thing is I ran a hotel at one point in my career so I know that complaints can be tough, but making no effort for your guest is not going to help your business and to me is unacceptable. I also know it was the hotel's responsibility to to make an effort legally when it comes to pest control. But that's not what it's about for me and I made an effort to keep this to myself in hopes they'd reach out to me.

Booking never even cared to respond to the hotel they advertised for.

I booked a flight with booking.com, later on i had to cancelled it due to my mother's death. Its more than a month now i m fighting with them for my refund money which is 1157 euros, i did not recieve any thing but they are insisting that they have send my money, their custmor service is very bad, lady on fone was very rude.i checked with my bank also, there is no refund money. Today i called them again and they said from our side this query is closed because we have refund already and now there is no use of calling us again n again, but I DID NOT RECIEVED ANY THING. I will never book with booking.com in my life again.

I made bookings via the Bookings.com app. The messaging platform in the app was hacked and a phishing attack was sent to me. My account was then debited for £3000. It's been 2 months and after many calls and emails to bookings.com. I have no feedback. I get the standard response, they are investigating. No feedback, No communication