Booking.comReviews 4,267

We booked an apartment via Booking.com for a holiday in Croatia. On arrival, we discovered the apartment did not conform to the photos or description online. The online presentation shows a single storey, singular residence surrounded by garden and greenery and describes the apartment as having a patio, which is the way shown in the photos. Instead, it was a closed concrete box with no direct access outdoors, no patio and is part of a large apartment complex surrounded by concrete in a run-down neighbourhood strewn with garbage.

We contested the apartment immediately with the owner and he became aggressive and hostile, frightening our young children. I managed to calm him down and after a lengthy conversation and showing him the profile of his apartment online, he admitted it was incorrect and he would have to modify his Booking.com posting. (At the date of writing, he still hasn't.) However, he told us we would have to stay at the apartment anyway or lose our €738.65 booking fee. We left anyway. We were able to find alternative accommodation but with increased costs associated. I have no doubt it was the right decision to leave.

I then received an email from Booking.com saying the property owner had made a claim to be paid because we had failed to present at the property, which was an obvious falsehood. The property owner deliberately posted a false presentation of the propertry online and continued his falsehood claiming we had not presented at the property when we had.

We referred the situation to Booking.com. It offered us a paltry €79.00 as compensation and referred us to the property owner for a refund, which is obviously a useless exercise when confronted with a fraudster. Despite being the booking agency through which payment is made (and thus, my contract is with Booking.com), Booking.com does not guarantee the integrity of the properties offered and does not stand behind consumers. It encourages the fraud of consumers on its website with its inaction.

I have now referred the situation to police and my credit card agency as Booking.com is useless in resolving an obviously fraudulent sitution.

I am furious at Booking.com and its subsidiary Rentalcars.com. I prepaid $6,500 to rent a van in Rome, but when I arrived, Rentalcars.com told me there had been a mistake in the reservation and refused to rent me the van or to reimburse me. Instead, I had to pay Enterprise separately in order to rent the same van. Booking.com has refused to even answer my complaints. I demand that Booking.com resolve my reservation *******.

I had to cancel my trip at the last minute due to a family illness that required me to cancel my trip in order to provide care for family members that are under 13 years of age. Due to this, it was painful to find the customer service phone number to appeal my circumstance to get a refund. When I found the number, the customer service individual was lovely to speak with and assured me that an agreeable arrangement would be found. I had some faith in this representative. The B&B owners have flat out said no to a refund and suggested I stay at another time this month. This was my only holiday time that I have and is being spent caring for my 2 little family members due to circumstances beyond my control. I am disappointed and heartbroken that my vacation was cancelled but I am even more upset by the fact that I am out the entire amount of money. Super easy cash made by booking.com & the B&B owners. Well done everyone for taking my money and upsetting me even further. I will never use this site again, nor will I ever consider staying at a B&B ever again.

Why would someone prepay over $100 for a car service that can't be rebooked when given more than 3 hours in advance? Prepaid and not refundable. This site is a scam. Read the fine print and choose another service.

My boyfriend and I booked a hotel in Columbus OH for two nights. We went to check in and they said they only had availability for that night. They said booking.com was 4 hours behind and they were having issues. When booked we selected pay at the property. We never paid and never stayed yet my boyfriend was charged for one night at $206. He has yet to be reimbursed. So not only were they wrong about the availability but we were charged for a room we didn't stay in. Never use these people again! He has been on the phone with the booking.com people and the hotel and no one is refunding his money. This is robbery! I'm sure it's illegal... will be consulting a lawyer.

Do not use this site for booking anything! To make a long story we have been trying to change our 2 day reservation at Seneca Resort and Casino due to COVID. We were promised 3 times that this would be remedied for a change of dates. The hotel has been wonderful and would not use a third party again. Lesson learned. To add a little more, we asked to speak to a manager at booking. Com and we're hung up on. So frustrating fully understand the one star status.

I booked through booking. Com for Anglesey Arms. I had E -mail to pay. I tried twice with my wifes Card, then with mine, money in bank can prove. I phoned B.com and requested me pay over phone with card, she said pay on line, I said will not work. I phoned hotel and told twice no problem, could pay on arrival. I phoned hotel third time and told Cancelled and room booked!

Regards Larry.

This company is a joke. I reserved a taxi through Booking.com in August. When my plans changed in early September, I tried to cancel the booking and realized that I had never actually received a confirmation email. I tracked down, after at least 20 minutes of searching, customer service for Booking.com taxis. After several emails explaining the situation to customer service representative David, I was assured that my reservation had never actually gone through as they could not confirm a contact information. This made sense to me at the time, it explained why I never received a confirmation email or couldn't find the booking under my account. At this time (which was 5 days before the alleged reservation) I told David that my credit card had already been charged, he assured me, in writing again, that this would be reversed. Again, I believed him. Imagine my surprise when on the way to the airport I got an email saying that my taxi would be ready for me at the next airport! I was told that this reservation didn't actually exist and so I was a bit surprised to receive this email. Of course I went through the email link to cancel the Taxi right then. I reached out again the next day to customer service to explain what happened as David had stopped answering my emails. I explained the entire situation over again and was told that since I canceled outside their 24 hour cancellation window, I was not due for a refund. They apologize for the inconvenience. Fast forward two days and I am still sending emails accompanied by photos with proof that the mistake was on their end and not on mine. I just received my third email from Booking.com stating that since I canceled outside their 24 hour cancellation window, I am not due a refund. Sorry for the inconvenience. I fully believe that they are just trying to wear me down but the jokes on them! I'm no quitter. There is, of course, no way to call them directly.

I booked a hotel on booking.com, but my booking was canceled by the hotel one day before my accommodation. Be careful when you book, and always check your booking with the hotel manager

I booked an apartment and got scammed. Booking on their side take of course no responsability and won't defend the client. I lost 150 Eur and booking won't do a thing. I will never use this site again

I wouldn't even give one star if it was an option I would give zero. Never ever use again had a shocking experience. After looking forward to my holiday I got to the destination to be told there was no reservation, it had been cancelled and I had no where to stay. When asked booking.com for a refund or an alternative place to stay I was told it wasn't possible straight away and would take 14 days to be investigated etc. it didn't take them 14 days to take the payment in the first place however. And they had failed to let me know it had been cancelled. I had no money, and no where to stay, I couldn't change my ferry time to even go back home without incurring an extra charge. I was stuck on an island, at 7 months pregnant with no where to stay and no where to go. After constant phone calls to the company and even in tears at one point I was told there was nothing they could do. I was expected to sleep in my car! Absolute disgrace. I then had to take a loan out to find myself alternative accommodation which was not cheap. I have also since been refused a refund so far. Absolutely shocking, disgraceful disgusting customer service and I've been so very upset and distressed after what was supposed to be a nice break. Would not recommend this company to anyone ever and I am still in a lot of upset over this terrible experience. Terrible experience to have to have gone through. I wouldn't expect a dog to sleep in a car, let alone a woman who is 7 months pregnant. No human morals or compassion whatsoever.

Michelle

I purchased 4 tickets via booking.com with flex rates. When I had to anticipate my flight, I called booking.com for several times. The last assistant said that I should change the flight directly with Easyjet since booking.com was uncapable to do so and then call booking.com again to request my reimbursement. I called Easyjet and proceeded with the flight change (returning flight from Belfast to Paris) all 4 tickets. Flight changed from July 13th to July 11th 2022. I called booking.com back on July 7th and the assistant said that a reimbursement claim was opened and the process could take 2 working days. I called bookings.com again on July 13th 2022 and I was direct to a URL and need help message. The site does not allow me to register my claim. This terrible company called Gotogate (apparently contracted by booking.com for customer support) does not help at all. They are useless. I called them again on July 15th - they say case is still open. At the end, I paid extra 366 euros to Easyjet and got no refund from booking.com

I paid my reservation and they charged me an extra $1000. 00 to my CC for no reason. It was my first reservation with them, and I don't want to hear about this company again. I'll continue with Expedia, I've never had a problem with them.

Worst company. Very unreliable. After booking you reach the rental counter and they have no voucher although it shows up on booking.com. After 3 bad experiences I erased the APP. Don't use them for anything since highly unreliable and vendors don't honor their rates.

Beware of this company charging you twice for your reservation. Then there customer service denied them doing this. I had all the proof with my credit card and they wanted more proof. I would never ever use them.

Booking, com is a useless business I booked a room around 3 months ago and this passed Monday I received a email from them that my room was canceled THIS is within 2 weeks of my vacation to Norwalk Ohio I've called booking, Booking, and none of the people can help me and they will not let you talk to a supervisor SO if you're planning a trip with them beware because if you need help there is no one at their service that can help you I WOULD NEVER RECOMMEND OR THINK ABOUT using them again

Smelly disgusting insecure no fire escape no fire alarms no key for main door. Unsuitable for a human to stay. Do not pay before seeing your room

Terrible Company!
RUN AS FAST AS POSSIBLE!
They don't operate the same way as Airbnb or VRBO, their business model is Terrible.
You will lose money with them. I did... They Don't Care