Booking.comReviews 4,272

Booked a 1 bedroom apartment ended up with a hotel room. Worst part is I was also charged $154 cleaning fee for cleaning the apartment even though they put me in a hotel room.

Hello,
The practices used under the booking.com are not customer oriented and support businesses efficiently. Although a plan is in place; like if a cancellation must occur then they will contact the business, and the customer should too. Business do not respond right away, and businesses are not held accountable for this. Very poor protocols in place.

I had initially booked with booking.com but a day before my trip I looked up the property to put it in my maps and turns out the property was NON EXISTENT! My bank account was charged the full amount under a DIFFERENT NAME than what they had listed on booking.com.
Apparently booking says they could not do anything because of the difference in name even though THEY MADE ME SEND PROOF OF CHARGE AND SAID THEY WOULD PROCESS A REFUND. THIS WEBSIT E IS A SCAM. THEY TRIED TO ACCOMMODATE ME IN A VERY SKETCHY HOTEL AFTERWARDS AND WOULD NOT PROCESS MY REFUND. HORRIBLE WORST EXPERIENCE OF CUSTOMER SERVICE I HAVE EVER RECEIVED. PLEASE DO YOURSELF A FAVOR AND DO NOT UTILIZE THIS HORRENDOUS COMPANY FOR YOUR VACATION/TRAVEL NEEDS.

I had to come home due I wasn't feeling good I called them and let them know why I have to change my dates. Nobody helps me and I had to buy a ticket from and pay for it. I called them explain also I wrote an email. The answered me and said the they were talk to the airline and I still waiting for an answer. They also told me not to write to call with the complaint number to the travel agent. I will never ever again will buy a ticket to travel with them.

I was A Genius Lvl 4 customer for over 3 yrs and was happy with the service. Then when. I had 1 or 2 bookings that went sideways i went looking for compensation from booking.com. False promises led ro false hope. Anger and fustraion followed. EvHave now left them and will never use them again

I've made hotel reservations through booking. Com what had taxi transportation from airport to the hotel. I had to provide flight details, so dispatcher would know when flight is arriving in case of change in schedule. Flight was three hours late and when I arrived, I've received 3 hours old message from taxi driver that he was waiting and left. I sent messages to dispatcher and taxi driver and waited one hour until realizing that nothing will happen.
When I emailed my complaint to the booking.com, they asked me to provide proof. I sent them screenshots of my conversations and explained what happened. Two weeks later I received email from them saying that case was closed because of no proof.
They are not responsible for service they sell. The best way is to use another services for booking. I wouldn't use them again

Customer service rebooked a reservation for me—2 rooms on the same night rather than one room for two consecutive nights. The hotel made me pay for them directly for the second night. Despite several calls (4+) to Booking's customer service and going in circles with there representatives, I have yet to see the promised refund. Use this site only for price match purposes. Book DIRECTLY with your desired hotel.

Booking canceled our reservation soon after I made it due to site renovations. They would not send a cancelation confirmation by email. After several calls and speaking to three individuals, we still do not have anything in writing that the reservations they cancelled have actually been cancelled. This has been a ridiculous situation and will NEVER use booking again. The only reason I gave them a 1 is because I can't give them a -1.

Booking.com failed to provide pertinent information and support (for a person living with a disability) and I ended up being charged $345 for an error that was detected in less than 5 mins.

Booking.com did not protect and serve with diligence or conscious care. I recommend using other reputable companies that are willing to serve with consideration of those who may be experiencing or living with a disability.

BEWARE OF THIS HOTEL! Their rooms are horrible and dangerous. We complained the first night we stayed there and they offered to refund us, and they never did! They make the rooms online look like beautiful clean and updated rooms. In reality the rooms are very old and not updated and nasty! Horrible place!

Horrible experience. Booked a car, car company wouldn't except my credit card (VISA) and I couldn't collect the car. They collected the funds and now they don't want to approve the refund even though I couldn't take the car. It is very difficult to reach customer support, we keep going around in circles. In the end, they don't deal with the case at all, they just want to get rid of it. They send feedback from an email address that cannot be answered.
They have a lot of users, so they can afford it, but that's not the way to do business.

When I went to pay first my booking there was no place to enter my AARP number for my senior discount. When I checked in the property could not do anything about the discount because it was a third party booking. Wow! And come to find out they DON'T Honor AARP! They don't support seniors! I don't think I will book thru them anymore. Sorry! Not sorry!

I was really disappointed with booking.com. Thought this site would be helpful. Staff are unprofessional. Its like they have a script on what to say. Everytime we call regarding the flight that we booked, told us to call the airlines and we can sort it for ourselves? Called airlines told us its not our responsibility its the travel agent its self can do it. Unethical,useless same reasons but no solution nothing. Asked if we can speak to the manager, kept us on hold for long in the end manager was busy, can call us back but until now nothing. Nearly a month waited for them to sort out the flight for my grandma they promise us every staff same reason, different story. Its 3 days away from her flight but still no new iterinary and told us to wait 2 more days like wtf? Seriously?!? If she will miss her flight you guys are liable?! Then if the day comes told us we can just ask for a refund?! What? So now she has to miss her flight then she will be illegal migrant so you guys dont $#*!in' care you guys are not doing ur job properly! No communications between airlines and TA! Just HOAX! Deceit!worst experience no star at all. NEHA?poorva?useless

On one of the hotel listings, it said that there was no minimum age requirement to check in. When I went to the hotel, they said that it Hass to be 21 years or older to check in. I am only 19 and they did not allow me to check in.

I never leave negative reviews, but Booking.com was literally no help to us when we were in Italy. A member in our party became sick, and we were trying to leave earlier. I inquired about cancelling rooms and found out the rooms were not refundable, so I asked to keep the rooms since I was paying for them anyway. They agreed, and said they would keep our rooms. We were unable to get out earlier, and needed the rooms, which the hotel, and booking.com, gave away. Ridiculous!

Family emergency came up a week ahead of our scheduled booking. Called the Help line to see what we could do. The person on the Help desk was anything but helpful I was told nothing could be done to change the booking? But he could book me another flight… Ya right! We scrambled and got the soonest flight out of Edmonton to Toronto to be with my mom.
Now we are in Ontario on a one way flight thinking booking.com could help us at least get back to Alberta… Big Surprise another call to them and another "we can't help you"
Sorry but now having a second flight booking go down the tubes (1st was from COVID) it is sad but the airline industry has taken almost $1500.00 from us and we never even got a chance to get on those flights…
UPDATE: Just received another Robo email for me to call the International Help Line? The Number given does Not work from CANADA?
*******871 I even tried *******871 Cannot be completed just the same as their so called Customer Service… in the meantime the flight is booked to leave Calgary this coming Saturday!

They scammed us of our money! The site changed the date last minute and said they cant refund or change the date and then the hotel couldn't either. Complete scam.

My mother-in-law booked tickets through booking.com to join us in Thailand for a well deserved break during April. Unfortunately, this holiday wasn't meant to happen, as my father-in-law was diagnosed with a terminal illness.
Upon speaking to her, they mentioned in the cancellation terms and conditions that she would be charged around R2000 per person cancellation fees. As this is a medical case, we have asked for a waiver on the cancellation fees, as airlines would usually allow something like this in special cases.
She sent them the report from the doctor stating that my father-in-law is unfit to travel and they confirmed receipt of this. However, after providing order numbers and vendor locators to go to a website called https://flights-za.gotogate.com/rf/order-login, we were not able to log in to amend anything. We have emailed them and they sent us something else, that still didn't work.
A few weeks later, upon my father-in-law's passing, we emailed them again, and suddenly the refund was processed. However, below and behold, the refund cancellation fees were a staggering R18 000. Which is completely unreasonable and ludicrous considering what was agreed upon in the first place.
I would like someone to contact me at *******@yahoo.com to deal with this situation. My mother-in-law has been a loyal booking.com client for years, myself too, but these cancellation fees are outrageous.
Please see the booking details: Order 40-*******.
I have attached the following screenshots: the one where the cancellation fees were stipulated, the emails where we informed them that we couldn't access the bookings and the refund that was processed. Please note, my in-laws never purchased any extras that were mentioned in the email.
Please get into contact and send me a breakdown of fees, as we need to find a way to find a reasonable, fair solution that will be feasible for both parties.
Thanks.