Booking.comReviews 4,267

Deceptive Photos Best Western, Springfield, VA
Deceptive Photos of Hotel when it is actually under renovation. Travelers beware. Best Western, Springfield, VA. Is the Worst. Dirty, Filthy, Moldy and Unsafe for the guests. Rooms are terrible and the tiny beds are horrible. Stay away. Don't fooled and tricked for its low price. It is a dump. Shameful to charged the guests for cancellation for when the hotel is unsanitary condition and unsafe health codes

Hotel didn't look like pictures. Lamps didn't work it took from desk over a hr to bring light bulbs. There are it looks like a prostitute hotel. And you guys would not refund money nor the hotel I will NEVER use y'all again Also I came to a different state and you can't treat your customers right!

This has to be the single worst customer service for any company I've experienced in my life. Called at least ten times with people that. Once I communicate with someone they promised to call or email be back and never did. What they did was charge my cc right away instead of the date they had stated they would. I have never been treat so bad when spending 7000. 00 dollars. Will be my last experience with them ever!

I originally booked my accommodations through another site. My confirmation was transferred to Booking.com. I called 46 hours before my reservations and explained while I would love beyond excellent customer service, I understand I am within the 48 hour window so could I at least cancel the second night of the reservation and rebook at a difference of $77. Oh NO need to do that they said, they have price match as they will honor the difference - just follow the instructions through the email. Well, 20 days later - obviously too late to follow my own advice. I received two emails, one saying I was missing information so they can't do anything about it. The second saying when they hit the required link the difference was $. 01. Obviously, as prices change over time, they did not respond quickly enough so they can't honor that either. I responded to both emails and never heard back so today I called. I treated the rep. With the utmost respect and he responded in kind. It all fell apart when the supervisor simply refused to take the call and told the rep. To offer me $26 take it or leave it. Frustrated as it is clear they designed their rules to make it impossible to actually receive a price match. Feel cheated by both the original site for booking through Booking.com and by Booking.com for refusing to even listen.

I used Booking.com for business travel. They provide no detailed invoice and it is damned near impossible to reach a live person. I have been on hold for 45 minutes. Additionally, when you reach the hotel, the staff is offended you used a third party. In short, I will not be using Booking.com again.

I paid extra for insurance to assure if something happened I got my money back. This was my first flight experience. AA canceled my return flight and we had to rent a car and drive 10 hours home. I followed the protocol, AA has accepted my refund, yet a month later and I'm still waiting on Booking to put my money back in my account! They give the run around when it took them all of 3 seconds to process my payment. I need the same energy getting it back!

I booked a room for 3 nights the next days I tried calling someone about my apartment i finally get in touch with this person and he say he booked my apartment to someone eles also they took the money off the card my main concern was my refund i got it

My daughter and 2 of her friends booked a trip to Italy through booking.com. Bottom line they booked a hotel in London through booking. Com because of major flight problems, $450 was taken from my daughter's checking account and when they realized she was 19 they cancelled her hotel, kept the $450 and refused to refund it and then tried to charge her a no show fee for an additional $300?! Those steps were done by the corrupt hotel who I strongly feel was taking advantage of the 3 young girls! Booking.com offered absolutely NO SOLUTION AT ALL! It's disgusting to basically steal from someone with no recourse! Myself and my wife booked an anniversary trip for September through booking. Com which we will now cancel! We are also going to go through legal channels now! Just unforgivable disgusting!

We got to our hotel and it was a disgusting dirty run down room. There were crumbs all over the floor and it was sopping wet and smelled bad. They refused to refund the full amount when we did not even stay there and immediately had to figure out where to go for the night then had to head home in the morning because everything else that would fit our family size was booked. Manager never returned my call several days ago and booking.com did not try very hard to get my refund through them. Said they needed a written letter from the property owner to refund my money (and the property owner was wanting to charge a first night's stay with no services or accomodations rendered and the place was dirty). I had to get the better business bureau involved to get even the majority of my money back. The hotel refused to return the first night's stay when it was right around the time that covid was still going around and they obviously didn't clean the room. Since the maid had left for the day the rude front desk lady said we could vacuum it ourselves. I didn't trust that the sheets had been changed because the fridge / microwave hadn't even been wiped off. When I left a review on booking.com, Angel Inn (Branson, MO) responded with please try and give us a chance to make it better. I tried, and they did not. I booked it through booking.com and they just took me in circles saying the property owner didn't agree to my terms. It took me seven months to get the majority of my money back. Booking.com was spineless and did not try very hard to get my refund and would have just let me be out over $700 because they did nothing to try to get my money back for me. Don't use them! Then my citi credit card would not cover me for the dispute either. Bad business, and very unethical! Never booking through booking.com again because they do not have your back! Sheba Marie M and Mark Dexter in customer service were the most unhelpful people that led me around in circles.

Never use booking.com. As long nothing goes wrong it is a decent platform but as soon the customer needs protection they claim they are not responsible for anything.
I recently stayed at a hotel (Hotel Tamara) in Amsterdam, booked via booking.com, where during the night I realised there were mice running on the floor of my hotel room. I immediately checked out and asked support from booking.com, they said they cannot book me a replacement and it is all my extra costs. I needed to find a hotel room and I never got refunded my first stay. No measures were taken to ensure that this could not happen again at the same hotel. Booking.com is a shame...

Their site is very miss leading. They have no customer support if the hotel/resort doesn't owner your booking or they don't return your money. You will get much better service booking directly on hotels' website or through Expedia.

They suck and deceived me into thinking I booked a hotel at the beach resort and instead it was the one 20 minutes away from the beach. Customer service took over a week to let me know they could do nothing to change it. All around horrible company and IDK why any one uses them

Their system is designed to make it difficult for the customer to use so that they can keep your money whenever there is a question about the accommodation or the way that it was paid for. I've run into the situation before with other cell phone companies in the past and they designed it to make the system difficult to use so that when you have a complaint you can never get to a customer service center. If this truly wasn't the case Then upper management need to take less Time at the golf course and more time seeing their customers reaction to their business plan. It took me over an hour to get a customer service agent on the line. Their automated response did not accept the codes or pins when I entered them. They have one and a half stars for a reason. I suggest you spend a dollar more and use Expedia or one of the other better rated systems

Recently in Germany, the car rental company didn't provide any car service, that I booked through booking.com. So no charge from the car rental company. But booking.com refuse to refund any money. Totally unreasonable and outrageous robbery. Do not use such company service.

Tried to call them to make plane reservation changes, 2 times it hang up in the middle of conversation. They "tried" to call back, but phone rang like a second and that's it, no chance to even answer. Then go again and explain again your problem to a person that barely speaks English, can't spell right (J is G and G is J, A is E and E is Y or something) trying to spell the reservation number that has letters is a pain already, yet alone an email address or something more complicated. If you have to purchase something then they are fine as long as you don't need customer service for anything. If you need to call them this is where all fun ends.

These $#*!ing clowns were probably the most unhelpful idiots i've ever dealt with in my life. My parents' flights were changed & not only did they not provide ANY help whatsoever, they $#*!ing let my parents on this wild goose chase of "we'll fix it and call you tomorrow" FOR FIVE GODDAMN DAYS. And then I called United and found out the flights were already scheduled and changed and they were unsure why booking.com was having that many issues. booking.com did not contact United AT ALL & DID NOT fix our issues. They sent me and my parents to almost 12 different transferred departments and I finally lost my temper on the last individual and told them United had changed our flights, and that I simply was doing them a service by letting them know, and told them to sincerely die in a $#*!ing fire. My parents are old and tired and don't need stupid $#*!ing people transferring them to 12 different departments just because their workers are that $#*!ing stupid and can't $#*!ing fix a simple $#*! issue in 2022. Their own $#*!ing site doesn't even have a place to put reviews and/or talk to someone. They'd probably transfer me in loops if i started complaining anyway.

booking.com has just inherited another dissatisfied consumer by the failure to comply and provide a physical property manager at the property to repair the door malfunction to use my prepaid condo. I and my 80 yr old mother wife and 13 year old daughter missed the most important father's day celebration of my generation and I will remain heartbroken forever with no memories. Shame on You Booking.com. You will reap what you have sewn in your business deception.

What a scam. Hotel cancel on ME less than 24 hours in advanced because they were CLOSED for a remodel. Told bookings.com this. Still got charged. What a scam.

I booked B&B Chez Moi via booking.com. While booking I was allowed to select a check-in time which I selected as 10:00 p.m. to 11:00 p.m. - it didn't get flagged as a special request (but it counts as one according to booking.com since hotel page says check in time is 1:00 p.m. to 8:00p.m.) I made a non refundable boking. A few weeks later I got a message stating my request was subject to availability. I called the property and they said there would be a 25 EUR additional charge, which I agreed to. Then on the day of the booking, I receive an email stating they cannot accommodate my request. They didn't cancel my request or refund it, but put me as a no show. When I contacted booking.com they were not helpful, saying its a special request so property can chose to decline it. Somehow declining a check-in request doesn't count as property cancelling my request, it counts as me cancelling it for which I cannot get a refund. Both the booking.com and property were very unhelpful. Many other people have had the same experience with that property on google, and conveniently booking.com won't let me write a review on their site for the property. They even mark the property as preferred partners.

Made a reservation for a resort in Orlando Florida, booking for the room I wanted was confirmed and full amount charged to my Credit Card. Showed up to them wanting to switch me to a smaller room that would not accommodate my needs and no discount. Wasted my time and gas. Called Booking. Com and asked to talk to a Supervisor and was put on hold for half an hour, called back and the agent flat out refused to let me speak to anyone. Forto my credit card company reversed the charges but last time I will ever use booking.com. Traveler beware