Booking.comReviews 4,272

I had a very disappointing experience with Booking.com. I booked a flight ticket through their platform, but for some reason, the flight details were changed. When I reached out to their customer service to address this issue, they refused to change the flight or refund my money.

The lack of support and unwillingness to help rectify the situation was extremely frustrating. This experience has left me very dissatisfied, and I will think twice before using Booking.com again for any travel arrangements. I expected better customer service and a more flexible approach to handling such issues.

Should be called bookings-con
Had guest from Italy checkout yesterday and upon arrival the place was a mess and glasses and hairdryer missing/ stolen. Tried to submit a claim but the guest declined it and BDC won't pay out. Now I have to deal with a retaliated 1 star review

So to sum it up, guests can come, steal, and there's nothing you can do about it. Then you will be hit with a retaliated one-star review

I booked 5 flight tickets online through Booking.com and received a confirmation email almost immediately. Within just 5 minutes, my money was taken, and I was sent another email informing me that the booking had been cancelled. When I reached out to customer service via live chat, they were not helpful at all and kept repeating their refund policy, insisting I wait up to 7 business days for my money to be returned. I then called their customer service line, hoping for better assistance, but they too were unhelpful and couldn't expedite the refund or provide any real support for rebooking. Their only advice was to try booking again and assured me it shouldn't happen again. This was the worst booking experience I've ever had!

TERRIBLE TERRIBLE TERRIBLE CUSTOMER SERVICE! Their We Price Match Guarantee is a joke. I found the same room for $200 less per night going directly through the hotel. Tried to file a claim and spent hours and hours on hold. Three times I waited an hour on hold and then my call was dropped. Twice they were agreeable on the phone but then followed up with an email (that I couldn't reply to) that denied my claim. Too many details to write out, but their excuse for denial was caused by their own untimely response. I finally gave up - I estimate that I spent 12 hours dealing with this issue.

Terrible service.
Will not use them anymore.
Cancellation last minute and no refunfrom booking or third party!
Unbelievable

They will just blame you for their screw ups and refuse to resolve issues
Booking.com is literally disgusting. Their system rejected my modification request even though the property approved it, so we got screwed finding another place to stay last minute (ant infestation at the property we were staying at before) and then we showed up for our original booking and were told we were expected on the modified date. We almost lost our booking. I called and spent over an hour on the call with booking.com (50 minutes of which I spent on hold because they just keep putting you on hold) and I was told by both Mayar in and the supervisor Mazeen that everything was my fault because I used the online modifying option instead of calling a real person. But just to be clear, they were more than happy to try and blame the property first. This ONLINE business policy is to blame their customers for their ONLINE system not being reliable and then refusing to put a warning to that effect on the website because AND I QUOTE it "does work sometimes". I can't believe a business is allowed to operate this way.

Booked many accommodations with booking.com in the past, no problems,just recently I paid for an accommodation and paid Friday just gone,today i woke up to a 39 pound bank charge because even though booking.com says the price is in pounds and I paid in pounds booking.com has acted as if I paid in euros and now I have incurred a transaction fee,this is mental because it was all in pounds,this is going to ofcom and resolver,not having this crap

I booked a stay with Holiday Inn Express & Suites Toronto Airport South through Booking.com. We did not show up at the property at the time of stay - the no-show policy states that the customer will be charged a cancellation fee. We were charged a cancellation fee + the cost of a FULL stay we booked. This happened in August 2023. Today is June 2024 and I have not received my money back which is more than $1,500. Booking's customer support is non-existent. I have received tens of generic emails requesting the same information over and over again. They cannot manage properties of their website, there is ZERO customer protection. I have been a loyal customer of Booking for years, I will NEVER use this service again. Scam.

Is it fraud to charge for cancelled bookings with free cancellation on credit cards deleted on my profile using an old email address previously deleted months earlier? That's what booking.com did to me.

I have had 3 separate incidents where they have taken my money and then canceled my booking for no valid reason and twice not returned my money. The one time that they did ( and not even the fully) it took over a week to clear. When I called their customer "care" center, I was repeatedly hung up on when asking to speak to a supervisor. ( 3 times to be exact by shalva, Mary and Frieda) and was told they have not even tried to contact the property manager from the first incident that I am owed for and have been waiting for my money to be refunded. I was first told 5 days. It has been 2 weeks now and they have done nothing to even address this issue. They are apparently not serious about returning my money even tho I was not even able to check into the property but still had to pay for it. ( Cozy Stay) I have naively trusted my safety to them on multiple occasions and been left out in the cold to fend for myself. BEWARE WHEN USING THIS SERVICE. Or should I say disservice.

Never use Booking for anything! We mad reservations for TN and also dinner and a show. It was the vacation from hell... our hotel rooms toilet backed up, the keys didn't work half the time, we got tangled up in the comforter strings that were on top, there was a hole in the door from someone punching it, and the list goes on. Then Booking didn't have the correct information on their site for the dinner show, this includes the time, name of the show and description. The only thing they managed to get correct was the location of the building,. They didn't take responsibility for anything, the hotel or the fact that their site didn't have anything correct about the dinner show so we were not issued a refund.

They make you wait for hours. They booked and took my money for a property that's close down. They obviously don't consumers rights in mind. And then they make you wait for 15 days for your money to be refunded. We got to the hotel and the places is closed. They made us wait for 3 hours in the cars till we can get another hotel. Gave you a note that fit 3 people and I booked a hotel that would accommodate 5. There's 5 of us. They apologized but made us pay for the stay. I slept on the floor on a very small room that barely fits 3. This company should be ashamed. If they want to call me back, here's my booking number *******822. You should do the right thing.

We planned a vacation and decided to book a rental car through booking.com. We found a car and booked it based on the price, which Booking.com said included all taxes and fees. We chose to book as this was the lowest price we could find online. We pre-paid $366 for the car rental. When we arrived at the location, we were told that there were $140 in additional fees that had not been included in the Booking.com quote and the car rental company (Hertz) said that it frequently happens that Booking.com does not know or advise customers that there can be additional fees. After our trip I reached out to Booking.com by email, as I could not find a number to call. They responded and told me to contact another customer service department, again by email. It has not been 2 weeks and they have not responded. DO NOT USE BOOKING.COM!

Booked a room at Comfort Inn Suites got comformation number called hotel and didnt have any rooms available. Still got charged on my card. Now disputing with card company and have to pay in full until they hear from booking,com. I should of checked reviews for this site first but was a last minute ordeal because of death in family. AVOID BOOKING.COM

Booking.com seems to be ok when you are scammed. We stayed at a hotel, when we arrived the was no electricity, bed bugs and a dirty room. Reception at the hotel was closed and we were given a contract number. When we mentioned this they were rude, shouted at us and told us to get a refund from booking.com after that they wouldn't answer our calls so we called booking.com. At first they told us we would get a refund, but we would have to wait for the hotel to have a chance to respond. The hotel didn't so they said they couldn't do anything we have sent you 10.80£ in credit. I rang them up explaining the situation, they told us they would call the hotel again. Booking.com said the hotel wouldn't refund us. Denied the state of the rooms and told them the whole town hand no electricity. This was a complete lie as other rooms had electric and the lifts where working fine. Not only that the whole town had electric. I told them they where cleary lying and it was easy to prove. Because of the hotels lies booking.com refused to refund. So not only was I scammed by the hotel booking.com are happy to help them.

I will never use booking.com again. Scam company. Avoid at all cost.

The places and photos on booking.com are not real. Once you arrive and the place is filthy and basically unliveable and you want to book somewhere else, they hold you hostage with a penalty fee. And NO COMMUNICATION
Confirmation number:*******697
PIN code:3126

I booked a 1 bedroom apartment for 4 nights. The description says it's one separate bedroom and a living room with sofa bed, kitchen and an attached bath. Upon arrival it was a 1 room efficiency with no hot water (it was ice cold).

The next morning, we contacted the manager who said he would send someone over. We had an excursion, so I told him as long as it was taken care of by 8pm, we would be good. We could overlook the single room, but not the hot water.

He texted that he sent someone over, but there was no answer at the door. Thus, no hot water a second night. The manager led me to believe we had the only keys, as he suggested we leave a key under the mat for the next am.

So, after 2 days without hot water, and it's still not the accommodation we actually booked and paid for; we booked a hotel. We followed the directions for check out and told the manager we were leaving due to the poor accommodation.

Notified booking.com that we had to leave after 1 night due to all the issues (I specified the issues on the customer service portal) and wanted to be compensated for at least the 2 days we did not use the accommodation. I should have been offered a refund. This was false advertising.

They responded that we were not going to be compensated, but were welcome to leave feedback to inform others.

This service is a total SCAM! I'm out $1,100 for the original booking, and another $900 for the hotel I had to book last minute. Now I am even sorry that I used booking.com to make to second hotel reservation. NEVER AGAIN!

Do yourself a favor, avoid apartments on all web platforms. Also, just book through a real hotel platform such as Hilton, Bonvoy, Best Western, Melia, etc.

Bought a Flex-Ticket flight through Booking.com in December. I had to change my flight so I messaged the chat. The person told me that because I have a flexi ticket I cannot make changes to my flight. I had to cancel and rebook? (This makes absolutely no sense if it's supposed to be flexible.) So I cancelled the flight and waited for a refund. Two months later, the refund never comes. So I book through another airline. I called, emailed, and messaged Booking.com in order to find out why my ticket had not been refunded. They gave made every lying excuse in the world. They told me to contact the airline. The airline gave me proof of the refund. So I went back to Booking.com, but they told me that I must email their partner site GoToGate.com. So I contacted them and they also gave some excuse about waiting for a refund from the airline. So I showed them the proof as well. Emails and calls were going back and forth for three months. Then suddenly, I received an email from Booking.com in March stating that they have refunded me the money. However, the money has not showed in my account. Now it's May. I continue to get excuses when I call. I've called my bank to do an investigation. I'm waiting on their reply. In the meantime, I've tried to report them to BBB, but I cannot get an address or email that they respond to. I've reported them to the FTC. I've also reported them to Resolver in Amsterdam because that is where they are headquartered. This is a shame. I loved Booking.com, but after this, I will never deal with them again.

We booked guest house on 04/05/24 until 05/05/24 and when we reached their we were told it is cancelled.we travelled to celebrate our marriage anniversary in london about 40 miles and cancellation at the last moment put us in awkward situation whether to find any accomodation in night time as it was too late to find new property esp. London is expensive.when we called booking.com we were told that we cancelled and refunded you but no compensation was offered for the time lost and our otger arrangements were affected as we had to return back to our home.the experience was not good one and no apologies from booking.com
Worse customer service

I've been trying to get my money back from booking.com cancelation for the longest time ever. The amount of over 500$ has been taken out of my "wallet" and never returned! Customer service is fully automated, which means you never get to speak with an actual person. All emails are answered by an automated service as well. DO NOT BOOK THROUGH booking.com! Go to hotels directly or airbnb.