Booking.comReviews 4,267

What if you want to book a location and the website will not allow you to complete because there's a required field you can't fill out? You would try to call or email someone for support, however there is NO POSSIBLE WAY to get help UNLESS you have a completed booking. If you don't have a confirmation number or PIN, customer service refuses to help you. I personally work in IT/customer support, and the fact that they blamed it on my card/bank is asinine. I made all of my friends and family try to book a location on their own devices, with their own payment methods, and all of them got the same result: "Card Type" field required, but no options were there to select. You'd think I could get to talk to someone who would take my money over the phone, but this is literally impossible with this company. I was so excited for my event this weekend, and now everything is ruined because of this website. DON'T EVEN TRY!

Maria in check in was amazing, swet, profesional and beyond's, ahe makes me feel confident with my hotel election

Worst customer service EVER! I would give a negative review if I could.
Totally unacceptable - I booked a hotel room in Sep 22 for a Waikiki hotel room from 1 - 6 Oct 23. It was cancelled last week as Booking.com ALLOWED a scammer onto their site who advertised hotel rooms for a hotel that they had no affiliation with, allowed them to charged my credit card over 2k and Booking.com did not figure this out for 6 months later. Then, Booking.com would do nothing for me (this came from upper management) and no offer to find me an comparable room for the same price I paid. They offered me 50 euro and then 100 euro for their mistake...what a joke. Unbelievable as now the hotels in Waikiki are $700 + more than when I booked in last year.
Expedia upgrade my friend in San Juan last month to the Hilton hotel as the lower priced and lower star hotel advised there was no reservation for him once he got there, even though he can the confirmation from Expedia. Expedia cover the additional costs which is GREAT customer service. Shame on you Book.com as you do not value your customers. AGAIN all of this is 100 percent your mistake, what kind of background check do you actually do for hotels to advertise on your site?...obviously none. Reservation *******508.

I booked a flight with them today for $2887 and it went through. Next thing you know I get an email saying it didn't go through for that same price and they want me to pay $1260 extra for the exact same flight. That's $4147 for the flight that is being offered for $3000 directly with the flight carrier. Now I asked them for a refund and they said it would take them up to 5 days to refund the money…

I was looking for a vacation package from Canada and all the ay prices were showing in CAD. I went to pay page and moreover changed my flight time paying extra/ only after looking at my visa statement I saw that it is US. So basically you get CAD price and then when you want to check out you pay in US. In addition, the email had no notification about CAD or US dollars. I was calling customer service and after been two hours on the line with them I was told "so sorry, our hands are tight". Never ever using you again.

The site is not reliable for 2 reasons which I personally experienced: (1) The pictures of the hotels are not accurate and do not look the same in person. My family & I had to cancel one hotel on the spot as it was way below our expectations; the Booking photos were very misleading. (2) The car rides (from the airport to the hotel) booked on Booking was a mess. Booking has 2nd/3rd parties connecting with them throughout the world for local rides to be booked. We clearly indicated the number of passengers (5) with Booking and paid for a ride that can accommodate such. When our ride got here, they were told by their company (the 2nd/3rd party in connection with Booking) that we only had 2 people. This happened TWICE (2 different Indonesian cities). Luckily for us, both times, the local drivers were very pleasant and willing to help and we managed to get a car that accommodated all 5 of us without having to pay extra as we told Booking the correct number of passengers. Both times, the 2nd/3rd party were advised we were a group of 2. It's obvious that the common denominator is Booking and the issue resides with them. Booking is not properly communicating to the 2nd/3rd parties the details & we (customers) are the ones that suffer. Another note to make is we highly recommend that you book a taxi at the destination and not through Booking. Not only is it a lot cheaper (50% less!), but there are so many different taxi services and locals were very friendly and helpful. Trust me, to save time and a big headache, AVOID BOOKING!

I am not surprised by the lack of support and overall poor performance of Bookings.com poor customer service. After the hotel cancelled my booking at 5pm at night I contacted you to sort the problem out after talking to you for 3 hours all you could offer me was a room in someone's house. I am a level 3 member and stay in loads of hotels but having always had no real support from bookings.com in the past I stopped using the site. I took a chance and tried to book a hotel with you again and this was a huge mistake! I called you again the next day to sort out getting my money back and was told to send you copies of invoices as you would refund me the difference but as always this was a lie and you had no intentions of doing anything and you used some sort of loop hole to stop me from getting what you promised again this is very typical of this site. I have to say hotels.com have never done this to me and bookings.com have let me down many times. I can understand that as I only stay in hotels 250 nights a year I am not the kind of customer your looking for and prefer one off's or people who maybe use the site once a year but as someone who books and uses lots of hotels I can promise you we need good fast service but you cannot do this and your slow painful way of grinding customers down till they give up and you win does not keep customers coming back to your service. I wish I had never used the site, but I have no choice but to fight you and get what you promised and make you stand up for your lies and constant failure. I know you don't like to contact customers and we must do all the work, but I am going to call you a lot till this is sorted!

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Incredibly frustrated with a terrible experience that left my family of 10 separated over the Easter holidays, even though we made our booking 3 months in advance, and with the useless customer service we received following a cancelation on part of the host because "he sold the property" 2 weeks before Easter.

The cancelation was made past the deadline, where I would have been charged the full amount of the booking if I cancelled, however, I not only didn't receive any compensation, but was also refunded less money than what I paid - apparently, it's my responsibility to prove that they issued me with the wrong amount and what the right amount was, leaving me going through my statements of a month ago, as if I didn't waste enough time with them already.

Se escudan tras políticas y excusas para no ayudar a los clientes. Pero para cobrar, no tienen problemas.

Atención al cliente no puede ser más mecanizada, impersonal e ineficiente, incluyo a Laura C. / Raul E. / Diego M. & Christian C, quienes tan solo han hecho pasarse la pelota de unos a otros sin más. Patético.

Sin duda, un empresa que dejo de utilizar y recomendar de ahora en adelante.

I had booked a trip to Athens from Alberta via booking.com. They provided connecting flights from Heathrow to Athens and vice versa with 2 hours of layover time. When I called them they confirmed that 2 hours is good enough to transit from Skyexpress airline to WestJet airline and will be able to check in baggage(s) at the airports.

While going from Alberta via Heathrow to Athens, I was able to successfully check-in baggage(s) at both airports i.e. Alberta and at Heathrow. However, my coming back from Athens, there was a delay in getting baggages at Heathrow airport and I had to rebook the flight with WEST for the next day.

After having back and forth calls with both Booking.com and Westjet airline, I was provided confirmation from Booking.com agent to proceed further with rebooking the tickets with Westjet and booking.com will reimburse my rebooking cost.

Now it is more than 2 months that I am still working with them to get the amount reimbursed as promised. They are now going back to their own words.

What a customer experience:-( I have lost trust in this company. If they can't keep their own commitment then how do I trust them to do any future transactions?

I was giving booking.com a try as a host for my properties and it was the most complex website ever. I was not able to access nor see any of the reservations. They also dropped my pricing so low and without any prepayment that there were a lot of people booking and reserving. Ironically I was not getting notified by the app, website, or email. Guess who was letting me know they were booking? The customers, they were calling me directly asking about their reservations! Booking.com was giving out my number and email to random strangers on the internet! This is beyond unacceptable. Honestly, I should be finding a lawyer because that is unsafe. Beyond disappointed. DO NOT Host on this website!

Never renting a car from them again! Lost my credit card so couldn't check out the car even though the only thing we had to do was change the name on the reservation and booking.com could not do that. We called multiple times, and they bounced us around to different departments until finally sending us to a "queue" that disconnected the call after 10 minutes. Could not get a refund either. So only option was to rebook another car through booking.com last minute. It bumped up the final prince by 100%.

My wife and I booked a trip to Mexico through booking.com. When we booked the trip it said $4500.00 CAD for the trip. Last time I checked CAD means Canadian dollars. After booking the trip and receiving my credit card statement I found out they had charged me $4500.00 American. I phoned them 4 times and even supposedly talked to a manager. They couldn't careless about what had happened. They are a bunch of misleading liars! I will never book anything at all through this company again! Also read the fine print for cancellation. We had free cancellation for several weeks but that doe snot include air fair. That would cost a bunch of extra money for a flight credit and there are no refunds. Once again horrible company! NEVER book with them! I will tell everyone I know about this for years to come.

Booking.com is extremely unsafe for your trips. Many scammers use this app because they are aware that their policies don't protect the customers and they can take money from the people EVEN WHEN YOU USE THE OPTION OF FREE CANCELLATION AND PAY AT YOUR STAY. They provide the bank information you use to make the booking to properties and they can take the money in advance for stays that have not even taken place regardless if you chose these two options. A scammer took almost 2000 USD from my bank account, I provided booking.com all the evidence of this activity almost two months ago, and this week over a call they stated that "they will wait for 30 BUSINESS DAYS to see if the property makes the refund", for a booking I didn't even used! And cancelled more than one month in advance, even though I provided all the documentation to prove it was a scam, and I used these two options to make my booking.

Booked flights through booking.com our flights ended up being cancelled at the last minute, called them so many times without any satisfaction just kept saying it will be OK just be patient. Luckily I have a friend in Vietnam that helped us with our flight over to Vietnam or we wouldn't have gone. The service from booking.com was disgusting, won't reply to our emails never ever going to use them again and will tell everyone not to use them. It cost us time and money and all you get from them I'm sorry NOT GOOD ENOUGH booking.com