Booking.comReviews 4,267

If I could give them -100 stars I would do it. They canceled my trip without my knowledge and said it is not refundable. I lost my trip and money ($3150, 78), even with protection, but was a BIG LIE. Customer service very rude and every time I called; they gave me different information without any knowledge. NOT RECOMANDED AT ALL

Booking.com charges 18% deposit and gives no customer service to its partners. They have charged us, a small guest house commission on no shows and refused to refund because the customer lies and says they stayed. They have closed our bookings over a disputed $20 bill. As a small hotel, this is devastating to our business - but of course, they don't care. Several emails and telephone phone calls to their customer service team have consistently been ignored whilst our bookings are closed at peak time. I would encourage bookers to support small businesses by booking directly with the accommodation. Yes, find the accommodation on booking.com, read the reviews and decide on which accommodation you want. Then Google the hotel and book directly with them. Sometimes, small hotels offer a better rate than the booking.com advertised price.

The founders of Booking.com have come up with a wonderful concept and marketed that business model in a great way, but unfortunately here too success leads to arrogance and greed.

We have made extensive use of Booking.com in recent years and as long as everything is satisfactory, there is nothing to worry about. Until a problem arises and you raise it with Booking.com. Then all the shutters close, you are not taken seriously, sent from pillar to post and finally ignored. That behavior is similar to how insurance companies have done that in the past, i. E. ignore everything for as long as possible, reject it ten times and then see what remains of claims.

We thought we were alone in this, until we took a look at the experiences of others on Trustpilot. I recommend everyone to do the same. More than 35,000 reviews have been posted about Booking.com, 25% of which were positive (I get that, because we thought that too until earlier this year). However, there are also 63% of reviews with a "very bad" rating. That is more than 22,000, which indicates that we are certainly not alone in this. It is therefore not surprising that Trustpilot's final figure is a meager 1.3.

I do not have the illusion that we as a private individual are able to influence the behavior of Booking.com on our own. These types of companies are only affected by their wallets, so I can wholeheartedly recommend everyone to make sure to use the fantastic website of Booking.com, but to place the final reservation directly with the hotel or with a competitor.

I revered an apartment BROWNSTONE LIVING in Brooklyn NY for few employees. Once my employees arrived, they were not able to access the facility. We called the property, messaged them through booking.com but never heard back. Meanwhile, our employees stranded in Brooklyn all night long. I called Booking.com demanding full refund, the rep on the phone could not find any record of charges and asked me to send her screen shots from my bank. I called American express and they reversed the charges in minutes. Save your employees and family! Do not use booking.com.

Worst customer service. We were traveling with infant and they didn't put all information and when we asked basinet for our infant, airlines was not able to book due to incomplete information.
I called several times Booking.com customer service but they weren't doing anything
WORST WORST WORST
NEVER BOOK FLIGHT TICKET

I got a rental car through them, and canceled it or so I thought. Clicked. Later come to find out, where it had me clicked to cancel, only canceled the insurance and not the actual booking and they charged me half the cost which was like $264.00 because I canceled past the deadline. Then I couldn't get a hold of them; they tell you you need a four digit PIN on your reservation number to even be able to talk to someone, which doesn't exist. I will never use them again as long as I live and urge that no one gets scammed like I have. I suggest you go directly to the main websites and use their discounts instead.

Very bad experience with international hotel booking after I got confirmation with a number the hotel didn't have the reservation showing up in their system despite booking.Com gave me confirmed number for my reservation. Then I had to scramble to find an empty room to book for my family on arrival
I contacted customer service and they told me they will investigate and nothing happen so far other than plan to send me 25 euro voucher after me spending an extra 300-400$ for their system mistake of not processing my booking. Lesson learnt never book through booking.com for international hotels

We booked a hotel through booking.com they told us this a great hotel place had bugs and we didn't stay they refused to refund they are no being sued! Do not trust booking.com

WARNING
Be careful-this company and his team is a europe wide fake company and catch clients money without delivery perfumes.
First was website Cecsbv.nl and fone number *******360 and fake adress in amesterdam-after many times cheating and report to criminal police now change to Cecsbv.con and new number *******1034
Vat tax number in Netherlands is fake-manager tristan Kramer is fake-
Now interpol crime police check all activities of this group.
Don't buy nothing from this group-nice website but everything fake

Tried to call my complain no one can give me a direct answer they keep transferring me and their CS dont really understand simple english.CS are Lazy people. Needs more training on how to handle customer service. I will never book on this site ITS A BIG MISTAKE. They will ripped off your money and dont care.

I accidentally duplicated a reservation because of the complicated and confusing procedures on Booking.com. When I checked in at the hotel they told me I had two reservations and I informed that that it was a mistake. They told me I had to contact Booking.com to cancel the extra reservation. They gave me the telephone number and extra reservation number. I called Booking.com and explained to the Indian operator that I had mistakenly duplicated my reservation. I told them to cancel the extra reservation. The operator told me that I had to pay a "cancelation fee" equal to the price of the reservation. I tried to tell her that the listing very clearly and explicitly stated that cancelations were FREE. She continued to talk over and did not let me speak. I finally had to shout at her to shut up. She then told me I had to pay the fee and disconnected the call. I called back and the next operator also tried to get me to pay a fee. I told him that I would not and that I would dispute any attempt to bill my credit card since the listing stated that there was no fee for cancelation. He processed the cancelation and I was not charged anything.

Booking.com earns revenue from commissions on completed reservations. Therefore they make it very difficult to cancel a reservation so they can collect their commission.

Someone with less determination and resolve would have been ripped off and cheated by Booking.com.

Do not use this service... there are many other honest services on the internet.

Booked a single night in an Ibis hotel in Givet, France. On arrival the hotel did not have a record of my payment despite Booking.com having taken the payment some weeks earlier. I then had to pay again. On contacting Booking.com they asked for various details confirming there was a double payment. They then asked me to send my bank details to Ibis in France which I did. Still no joy. So, went back to Booking.com who said they would set up a repayment after previously having tried to get me to sort it out with Ibis. Booking.com still have not processed the payment so effectively have stolen my money. They then laughably asked me to review their customer service asking if I was satisfied. Satisfied. Of course, nothing leaves me feeling more satisfied than having a large company steal my money, then try to put the onus on me to recover it, lie about a refund and ultimately retain the money they have stolen.

I had a confirmed reservation with a reservation number yet the property owner canceled reservation and we were not told. When we called company they finally gave me another possible location but they refused to transfer the prepaid money. The credit card company refused to pay booking a second time. We ended up having to leave the city and all 5 of us stay in a one room hotel room. This company is horrible! Avoid!

Booked through booking.com and paid at the property in cash at checkout. I saw a charge on my credit card for one of the nights i stayed. There is no way to contact booking.com so i was left with dealing with ha noi paradise hotel and what a nightmere that was. They kept transfering me to different people and each one would be like reading from a script. Kept saying you alreasy paid us in cash. I said i realize that, but my credit card was charged. They said has nothing to do with us talk to booking.com. I said there isn't a possible way that i can. I removed my credit card from booking.com, uninstalled the app and will do a chargeback

100% the worst hotel in my 60 years of Hotels. I am in the service industry & know service. I stayed July 23,2022 for one night in the Extended Stay America property in Middleburg Cleveland with my 8 year old daughter in Room 321. Room 323 adjacent partied and played heavy heavy beat super loud music ALL NIGHT LONG with no break. Our walls were vibrating. I called the front desk no less than 5 times and the only thing they did was supposedly call the room, sent nobody up, and did nothing basically. Not safe for use to address the neighbor room nor our job. We checked out early as nobody had slept and when I addressed it with the front desk, she (Lan) said she had just come on duty but asked why we did not call the police. I said it is not our job as paying guests who expect reasonable comfort, care, safety and consideration from the hotel and to provide an environment that is safe, quiet, and comfortable. I have called Extended Stay and Priceline and filed a complaint but nobody has even attempted to get back or contact me. This hotel showed no regard for its guests, their comfort, care, or safety, nor apparently does ownership. I am expecting a refund in full for the night, and deservedly so. Again, I have been in the hospitality and service industry for 40 years and this absolutely the worst hotel stay I have ever had. Extended Stay and/or Priceline, will you please follow up so a paying guest of yours feels that guests and their experiences are important to ownership and management or is the guest experience not important? This was booked through Priceline who did nothing nor made any effort to address or correct. Booking.com has always provided top facilities in my experience so this is about the hotel and Priceline not Booking.com. Thank you Booking.com for always providing a concerned and valued guest service experience.

Booking.com has decided to cancel all our reservations (4 reservations) for the month of september without explanation. They have relocated our clients and now they want to charge us the difference in price, that they have incurred, during the relocation.
We spent three days on the phone with booking.com without getting nowhere. They reply by copy and paste sentences both in writing and on the phone, one department doesn't know what the other does and speaking with them is totally pointless, as you will not get any answers whatsoever and it becomes a waste of time.If you own a flat/holiday home/room to let out, you'd better advertise them on other sites, but surely not on booking.com.

Booking will change the cancellation policy after you book your hotel. This affects your cutoff time to cancel without a fee. It was not shown in a prevalent manner in the confirmation, therefore this is a bait and switch on the reservation. It is like the cancellation fee was changed after I made the prepayment a week before the stay. It was beyond my control having to cancel last minute. My family and I ended up all getting sick and tested positive for COVID. In my numerous attempts to cancel as soon as we got sick, I contacted the hotel in which they told me that they don't handle prepayments unless made directly through them and would have no control over a cancellation fee. However, booking.com suggested otherwise. Therefore, I am still charged a cancellation fee even though I booked free cancellation and the hotel said they would not charge me a dime.

We had a recent stay booked at Bixby hotel in Phoenix but Bixby cancelled when we arrived because our room had flooded from the rain storm.
I tried to get a refund from Bixby but they said we had to contact booking.con.
I contacted booking.com a few days later to try and get a refund. After their customer service looked into it for a week and a half they said they could not help us because it was after the checkout date? This is totally Unacceptable and wouldn't be handled like this if I had used Expedia.

They have stolen 1000$ from my account and don't refund it. There is no customer service at all, they lie and deny their debt.

Terrible terrible. Had to cancel a flight in oct 2021 the night before. Hospital emergency. Was told by booking get back 200 plus on each ticket a voucher would come. None have been calling. All time. Finally today that said no refund. They are cheats