Booking.comReviews 4,267

Since March I have been calling booking.com have talked to 4 different people asked to talk to supervisor and one is never available. I call and booking.com tells me that the hotel has not responded I called the hotel and the hotel says they have. Finally the hotel send me what they sent booking.com. booking.com will not accept that from me. They say it has to come from the hotel. This is what happened I booked a room through booking.com the first hotel's pool was under construction. I booked another room within 2 minutes arrived at the new hotel and found that they did not have an indoor pool only an outdoor pool.
So booked a 3rd room.( had pool, stayed there) Both of these hotels waived the reservation fee. Yet booking.com charge me $216. They say it's because the hotel didn't waive fee. I got the wavier the hotel sent to booking.com, but booking.com will not except that from me they want it from the hotel. My credit card statement says booking.com took the money not the hotel I have been with booking.com for more 7 years + I have booked well over 200 hotel rooms with them. I understand that I could look at it both ways. "Over there 200 hotel reservations and only one problem not too bad" or I I have booked over 200 hotel rooms and we are going to to treat me this way. I have not use booking.com since March and encouraged my friends and family to try Priceline.com. Way to treat you customers booking.com hope it is worth for $216.

I tried to cancel a reservation 2 minutes after booking due to an error. They said they'd have to charge me close to $2,000 on a $3,000 reservation. Days later I'm still dealing with this. I suggest going directly to hotel for reservations or travel. This has been horrible. They have been awful.

I booked a supposed to be apartment with amenities. Ger an email an hour before my arrival informing me that the key to get onto the property would be on a service station lot across the street on a pole in a lockbox. Sent a picture of this naked pole with nothing on it. Scam but Booking.com refused to return my money saying they were in contact with this scammer and they couldn't return my money because the scammer said they reserved this spot for me although there was no key or anything to even get on the property let alone into the building. Had to dispute it with my bank. Crooks. Do not use these A holes. The picture below is where the key was supposed to be. They received the same picture but swear the couldn't tell if there wasn't a ace for a key on this pole. $800+ and they tried to refund me a $133. Please.

If you book here…. You are gambling. I am in Italy, with a confirmation from a property where no one answers the phone and booking.com customer service does not exist. I will be placing a claim for a refund on my credit card as this "non existent property" is non refundable.

TOTAL SCAM

I had the worst experience with booking.com. First of, I made a reservation for the month ahead and cancelled the reservation on the same day because I realized a book a hotel that is in wrong city. Booking.com automatically charged my credit card for 1 night for 2 rooms. I haven't trying to contact them and asked them if I could it refunded and use that money to rebook for another reservation but booking.com said because it's a NO CANCELLATION /NO REFUND POLICY, they have to abide by the rule. I mean there was no consideration there, it's not like I cancelled few days before my arrival but I cancelled a month before and on the same day that I made the reservation. Booking.com is a big scam. They just want to make money and not help their members. I would not make any reservations here! Money takers!

I selected Booking.com in order to purchase flights for 2 small Ukrainian families. Their current situation is critical and booking flights to get them to safety involves precise planning and details all need to be in order. I really made a BAD choice using booking.com for it took 7 attempts in total, and 15 hours later, still no flights for the families using this website. Customer service agents each time, all had the same rehearsed story about what I needed to do to get flights booked, and each time it was a failure. Service agents, do not speak very good English and they are very hard to understand. Also each time the booking failed, the price kept increasing to the point where it was ridiculously unaffordable. When I explained that I had called 5,6, or 7 times, they cut me off, for listening to what I had to say was not part of what they have rehearsed to say. Booking. Bomb

My booking was fully paid and confirmed. I have emails and screenshots confirming this.

Booking.com contacted me to ask me to pay another 900 EURO towards the booking. I disputed this. They informed that they can change the rates whenever they like, even when my booking was already fully paid.

They forced cancellation of my booking without my permission and didn't inform me until after a refund was made. They refuse to assist with finding alternative accommodation and their customer service team are not helpful at all.

Every single answer I have received is a copy-paste answer from some Philippines service centre and you can tell the customer comes last in every reply they send.

Have used Booking.com for well over a decade, and jumped on board at its inception leaving Travelocity as my primary travel site for Booking. The site was easy, had great options, reviews, and if you needed to get help, or ask a question, it was a call away, a chat, or an email sent to get a reply. Not sure what the brain-iacks at Booking.com have done over the last year, but their site is garbage, deceptive, unreliable, and god forbid you should need to contact them for help as none of the options in the Help Center work, or are li ked to anything. There is Zero customer support, and for that reason alone, I am leaving them as a Genuis Level 3 customer.

You had a good thing going there Booking.com, but going full robotics, and algorithms has made you a crap service.

My payment went to Booking.com, not to the airline who cancelled my flight and then then said "talk to booking.com, who then said "talk to the airline". After three weeks, no resolution. Go out of business as soon as possible both you and spirit airlines. You both really suck

The hotel we booked had bed bugs and we ended up paying double the price for a new hotel and booking.com refused to help with anything

Evidence of the mistake made by them deny their mistake of sending to the wrong hotel and to resolver they apology and $25 dollars from a millionaire company! A pay $50 more for they lie! Hate it! I stay with orbizt

My hotel reservation was canceled two months ago by Booking.com because they stopped working in Russia anymore, but I still haven't received my refund! Thieves!

We reserved an apartment with Booking.com for the end of March 2022. Called Grosvenor Gardens 3/28-4/2. Not the apartment on the photo. Good location, near Victoria Station in London. BUT, gnats or fruit flies all over, dead lady bugs, leaky toilet that tipped in every direction(scary). Claimed it was a king bed with sofa bed, NO. King bed but the sofa bed was just a sofa for one. No directions for appliances, the dishwasher & oven never worked! Very dirty windows, no liquid soap to wash the dishes. On our last morning there we were woke up with all kinds of noisy construction at 6:30am. I called Booking but no answer. They were always closed! I did use the message area to send our SOS about 4 different times, NO RESPONSE.
I WILL NEVER BOOK WITH BOOKING.COM EVER AGAIN! Cost us $335.00 per night. It was quite small and cramped for the 3 of us. Don't use them ever unless you like getting swindled!

I booked a hotel in Gatlinburg, Tennessee which turned out to be a total dive. It was so bad, I stayed only one night and cancelled, billed for another day. When I came home, I tried to write a review on Booking.com only to find out that they don't allow people who cancelled to write reviews!

The hotel was very run down and undergoing construction. No water between 8:30am and 5:30pm. Ironically the photo on Booking.com continues to be a pool which is currently CLOSED. Internet did not work. No breakfast. Dirty floors, with visible patches of dirt. Furniture scratched and dented, and belongs in a dump. Cracks in the tiles. Black goo smeared in the corners of the shower tiles to cover gaps. Room used by staff to dump cleaning chemicals. Hallways had permanent visible stains in the carpets, dents in the walls, peeling paint. Bathroom mirror must have broken, left the half-broken mirror clips, and stained impression on the door. Foyer and elevator filthy. It was the worst hotel I have every witnessed. No honest disclosure of all of these things prior to arrival. Don't trust Booking.com

If I could give this company less than one star I would. This was the worst company I have ever dealt with. NEVER, I repeat never book with SCOAST LLC or with Booking.com. The apartment I rented for a few days in Miami was in terrible condition when my friends and I arrived. The floors looked like they weren't cleaned as there was dirt and stains all over them as well as the table. The linens were stained, there was a horrible smell in the apartment. The bathroom was gross and was not a place I would be able to get clean in, I felt dirtier just standing in there. Most importantly I did not feel safe staying at this place. There was no deadbolt lock on the door, the door could be easily jiggled open and that is an extreme hazard to the well being of the people who rent the place. I called SCOAST LLC customer service to tell them the issues I had with the place and request a refund. They basically told me I needed to stay there that night and the next day they would maybe be able to send someone out to take a look at the apartment. I told them I needed someone to come out that day so they would understand why I am requesting the refund. After going back and forth with phone calls and emails I still hadn't gotten anywhere. I went to Booking.com since I had booked the rental through them I figured they would be able to give some assistance. WRONG. They were absolutely no help. I got disconnected from multiple phone calls with them and then went back and forth through email just for them to tell me that SCOAST LLC wouldn't accept my request for a refund and there was nothing that could be done. I am furious of course at this point, who wouldn't be. My friends and I are on vacation. We don't want to be dealing with this nonsense. I called my credit card company and started a dispute that same day and ended up booking a different apartment to stay at for the rest of my time there. My vacation was March 3-7, it is now almost two months later and I am still disputing the charge. This was a terrible experience and I hope I can save a few people from booking with either SCOAST LLC or Booking.com as they are horrible companies who don't care about their customers and only care about money.

The staff interactions were pleasant. We did not stay here because the rooms were overbooked. We used booking.com to reserve one room as we were driving, as coming into town. We arrived (WE WERE THERE IN PERSON) and the staff though apologetic and nice reported they did not have a room for us.

She reported she had to cancel the reservation. Key word I heard was HAD. TURNS OUT THEY DID NOT INFORM BOOKING.COM. We did not call booking.com about this, but right away through booking.com reserved at a different hotel in Florence. Florence Inn did not charge us for the room BUT BOOKING.COM did. Concerns and WHAT TO DO IS BELOW:

Weary traveler if a hotel is reserved through a middleman/agent like booking.com and especially if the hotel overbooked and THEY cancel your reservation do this:
1. Ask why room not available
2. Get name of person at hotel you are communicating with
3. CALL BOOKING AGENT (middleman) RIGHT THEN AND THERE AND PLACE STAFF ON PHONE. INFORM (in this case booking.com) booking agent you are there and room not available so this reservation needs cancelled. Make sure they know you are there, not a no show, and hotel had to cancel not you.
4. Get the booking.com agent name.
5. Then go immediately to the site (in my case a downloaded app for booking.com) AND send a message to customer service, with all details of what transpired. This is so names and interactions and times are in Writing.
6. The next morning check the site (in this case booking.com) make sure this reservation shows it WAS CANCELLED. If not reflected cancelled ie reservation still open THEN CALL, call customer service right away, CONTACT THEM BEFORE THE CHECK OUT TIME WOULD HAVE BEEN.

Then hopefully you will not be charged by booking.com.

On December 22,2021, I mistakenly booked a reservation at Grand Baymen Gardens at 12:18 a.m. Once I realized I had mistakenly booked with you, I immediately contacted the property and booking.com to request a cancellation.

Booking.com sided with the property. They refused to work with me. I contacted booking.com customer service and the CEO and received no help in resolving this.

The cancellation policy shows a 50% fee if cancelled on the 21st. Since I booked on the 22nd, it would be impossible to cancel on the 21st. I have proven my cancellation, so I shouldn't be charged a no show 100% cancellation fee.

I'm only asking for understanding my situation and doing the right thing by refunding my $2030. 12 charge.

--
S Wilson

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Booking.com can cancel your paid and confirmed reservation just few days before your trip and leave you in deep trouble. Besides they will promise you to refund your money but they never do! Instead they will keep your money and keep telling you three months later to wait for your money. Booking.com is a case of con artist business that should be taught in business school

What country is this Booking This must be from a third world country, nothing works. The customer support is ridiculous. Their 24 hr assistance a complete lie