Booking.comReviews 4,267

I had a horrible experience on Booking.

I booked a round trip plane ride for me and my family of four through Booking. Weeks later, I wanted to move my first flight up a few hours. I confirmed the new flight and seat on the airline's site, and then logged on to Booking. There is no way to switch my flight via the desktop website, so I called customer service. I told the rep I wished to switch my first flight. He confirmed the new flight, and then charged me $1,500 for new round trip tickets for 4. He then kept me on hold, saying he was still confirming something. After ~10 minutes, he said he would call me back, since it was taking so long.

The next day I checked the airline website, and my flight was successfully changed. I checked Booking, and it still showed my old flight. I also had received an email from Booking saying my reservation had updated, but the email showed the old flight. (The Booking reservation number has not changed.) I called Booking and asked when they will update the flight on their end, and the rep could not answer that. I then asked when would I get my refund, since the first agent had charged me for a whole new round trip. She said that Booking doesn't give refunds. I told her that I had asked if I could switch my flight, and the first rep did not say anything about buying a whole new fare. She then explained that it is Booking's policy to pay/refund the difference in price when switching flights. I again told her that I have paid double for my tickets, so Booking was not following their own policy. She repeated some script and did not offer any real help. Eventually she said she would escalate this. She said I should expect a call in 48 hours. My flight leaves in 3 days, and Booking's website still doesn't have the correct information on my flight, for which I've double paid.

The next day, I discover that the first guy had also changed my second flight. I had never mentioned that flight, and neither did he. The rep moved my seats from row 9 to row 34, and split up my family across 3 rows. This is on top of him charging me again for the exact same flight.

This has been a completely horrible experience with Booking. Why would someone switch seats on a flight that I never mentioned? Why would someone charge me for 4 additional tickets, for the exact same flight? Why is Booking's database still telling me the wrong flight information 3 days after two reps have confirmed the change to my first flight? Why did the second Booking customer service representative refuse to help fix this when it is such an obvious screw up?

I rent my house via booking.com but did not payments since the beginning of July. I had to prove the location of my property. (I found that out myself when logging in at partne extranet) I sent the requested prove. But novody responds. When I call them The Dutch employees tell me they have o idea how to handle all complaints anymore and they have no idea when I receive my money.

We were always booking our accommodations through booking.com and we were always satisfied, till last 2 months in which we have only problems with their Customer Service. It is no longer a serious Company which you can count on! They don't care about their customers, so after 10 years we are no longer belong in their customer list and we suggest everyone to do the same.

I recently used Booking.com to book my flight from Mexico to the US. I spent almost $500 on seat selection for my family and I, so we can be seated in one of the beginning rows of a plane, because my family suffers from motion sickness. Once we arrived to the airport, The airlines gave us a ticket and we were seated in the second to last row. The airlines record shows that the almost $500 seat selection was not relayed to the airline by booking.com. The airline demanded we get a refund from Booking.com, since they never got any information about the seats. Upon trying to get a refund from Booking.com, I had to make multiple calls and emails, because the customer service agents gave me the wrong email and then an unusable email to send my complaints to. Then, booking.con said there was nothing they could do and claimed the airline had every right to switch us, although it was booking.com that never gave them any seat selection request or information at all. The lack of accountability, the horrible service, and the scam in general seem to be a daily occurrence considering the other reviews I have now read. Never use booking.com.

I made a reservation on 30 June through Booking.com for a Hilton hotel in Crystal City staying on 22 August. Because of issues I chose to cancel that hotel on 27 July. Several text to/from Booking.com resulting in taking the $198.79 as a "Cancellation Cost". Had I booked through Hilton as a Hilton Honors member, it would have been refunded. I spoke with Hilton and their words were that because a third party was involved, Booking.com, I needed to seek refund from them. Short of putting a gun to my head it is a shame that Booking.com is operating.

We stayed in travel hotel in Gesher Hziv. Location is good, close to beach and attractions. How ever the hotel loooks nothing like the photos on Booking.com
We payed 850 shekels for something that felt like a basic youth hostel. Very disappointing. The place and the room are not well maintained, no WiFi, food just ok couldn't even have coffee in the room because there wasn't even one cup there. Just overall felt for the price they charge they should really take better care of the place.

I had a reservation for a car. I attempted to change the pickup time and spent 45 minutes on the phone with a booking Rep who told me that I had no reservation at the airport. I had the reservation, it was logged on their site and also I had the contract, The person kept telling me there was no thrifty car rental there and when I asked to speak with his supervisor he hung up on me. They then charged me 138 dollars for a cancelation. I will never rent, travel or do any other sort of business with booking, com again.

Booked a tour through booking.com.
My credit card was charged immediately.
The tour company never showed up to pick us up, so I called them same day. They assured me they would refund my money, through booking.com. I have called this tour company 3x and they told me they have refunded booking.com.
I'm still waiting from booking.com to refund me for a tour that should have taken place 4 weeks ago! They tell me they cannot refund me without written confirmation from the tour company, although they did receive verbal confirmation from them.
I have spoken to 3 or 4 different agents at Booking.com, and they tell me I need to be patient!
Do not use this company as they do not stand behind their promises on the app!
I had to get my credit card company involved to dispute the charge!

We booked our Hotel Plaza Inn room in July 2022 through booking.com (a 3rd party service I will NEVER use again). Our first room (room 127) had bed bugs crawling all over the bed. Also crickets. FILTHY, soiled linens. They moved us to another room, albeit cleaner linens, but the cockroaches in it added another layer. AVOID. The hotel refused to refund our money and BOOKING.COM was WORTHLESS in assisting (over a week before we heard a word from customer service, which was nothing).

They charged me for a stay I never stayed and the hotel was abandoned. The number on the sight was disconnected also

Booking.com use to be legitimately helpful and had decent prices. For years its been my go-to booking place. But Seriously, just call your hotels etc directly. I've had to do that over the past couple years anyway for one thing or another. The Worst: Booking.com prices are not accurate. I just booked a two night stay for coastal Maine at 528.oo. Sounds reasonable for high summer tourist season. But then once tax and resort fees were tacked on, price shot up 100.00 more. Pet friendly filter, ya right! You have to call directly anyway just to make sure they know you're bringing a pet. I did. Found out its 50.00 more a night for dog. So... what started as reasonable... is now over 700.00 for 2 nights in an average, not well-known seaside basic hotel room. And thank God I did call direct, because the hotel had placed me in a room that does not allow pets. What if I hadn't called? And all other rooms had sold out? These booking sites are useless. I'll log on to look at pics, maybe read some hotel reviews, but if in most cases you can get same price, and have to end up calling hotel anyway to make sure your details are clear, what IS the point? Just lose the middle man. Its dumb and they're getting a cut of your reservation $ so whats the benefit here? Click and done? Nope, more like click, worry, call hotel, check fine print, check again, call customer service... get stressed. Call hotel again. Ahhhhhh! Stop the madness! Good luck all. Have safe, happy and Smart travels!

Bad customer support for hosts. No phone calls from them, only irrelevant emails 48-64 hours after being sent. Staff is incompetent. All they know is how to charge a commission each month. I'm absolutely disappointed.

I found a fraudulent hotel/company and wanted to report it. I searched for hours just to report this fraud. There was no direct "customer service" nor was there a "contact us" button like in Trip Advisor (I reported the same hotel there too, since they are also promoting it). If you click on "customer service", it directed me back where I was. It's like a vicious circle. When I finally got where I should be, I could not simply click on "send" because I am required to log into my google account to be able to send the report. They should provide an email address to make scam/fraud reporting easier.

Well. We went on vacation and booked 2 nights with Booking.com over a month in advance. They never called us to let us know we didn't have a room. The day of check in we called the hotel to get parking pass... the hotel informed us to call booking because booking was told there was no rooms. They never called us! There were multiple people with this same problem! We called the online number and got no where... we were given *******649. And finally got Jayvee T on the line. After about 1 hour and 30 minutes minutes... of tring to figure out what to do... and offering me 2 or 3 star hotels because of price... instead of booking me a 4 star like I had... he put me on hold for over 1 hour and 20 minutes... making the call over 3 hours... he never came back... we ended up getting disconnected about 3 hours and 30 minutes in... and he never called me back. I filled a dispute with my credit card company. DO NOT BOOK WITH BOOKING.COM.
When I finally got a room and checked in the desk guy said this happens all the time with booking! Beware!

I ordered 3 nights in a hotel in Ashkelon, via booking.com online.
In their site they said that I can cancel the order up to a certain
deadline without any charge.
I cancelled the order half an hour before the deadline. I received a confirmation on the screen that I will not be charged at all. When I checked my credit card debits I was shocked to find out
That they disregarded my cancellation and charged me the full price. After months of correspondence with them, in which they used
Attrition tactics against me, I realized I will never get my money back. So I feel obliged to share my experience and warn my fellow consumers. Beware of this horrible company!
I have full documentation to prove every statement in this article.

Its the worst booking site, no refunds were given to me and no dates changes were made to my bookings, they mentioned its flexible, and asked for higher rates to modify dates but booking rates were same as I checked in the site.
Even the customer care agents say we understand your concern and still do NOTHING :)

I had a flight booked through booking.com to fly to Dalaman on Thursday 4th August 22. When myself and my partner turned up at the airport, there was no flight shown on the departure board and no desk to book in and no one to speak to. We decided to ring the airline that we were travelling with to be told that our flight was cancelled and that booking.com should have notified us as we had booked through them. We then contacted booking.com and to say they were uninterested was an understatement. We said well what are we supposed to do. They said we should contact the airline. We asked about our flight reimbursement and compensation and they said it's nothing to do with us. We were fuming. They asked if we wanted to cancel our flight, we said you have cancelled it not us. In a panic we tried to find another flight and managed to book one for 3 days later. Booking.com just completely washed their hands of any responsibility. We then needed to arrange a taxi transfer back home. No help no apology nothing. We noticed that lots of other people were turning up, families with children we heard them saying they should put the flight on the board soon. Little did they know, there was no flight. We contacted the airline again (Corondon) and they said they would refund us for the cancelled flight. Absolutely disgusting customer services by Booking.com. They offer flights you pay them, and that's as far as their responsibility goes. I can imagine that lots of people may have travelled long distances to get to the airport and were left stranded. We have lost 3 days of our holiday. Not happy bunnies. Lauren Hartley

I called five times each time was on the phone more than an hour to get my refund after cancelation, they just keep telling me you have to wait, first time 2 weeks, second time 30 days, still waiting for refund after 35 days.