• Booking.com

Booking.com

Overview

Booking.com has a rating of 1.27 stars from 4,156 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Booking.com most frequently mention customer service, credit card, and free cancellation problems. Booking.com ranks 464th among Hotels sites.

  • Service
    1728
  • Value
    1576
  • Shipping
    657
  • Returns
    998
  • Quality
    1358

This company does not typically respond to reviews

Positive reviews (last 12 months): 2.8%
Positive
29
Neutral
14
Negative
984
1111
See all photos

What reviewers want you to know

Positive highlights

  • Who was the most amazing, caring, real person I have ever dealt with ever in customer service.

Critical highlights

  • My last resort was to contact my credit card fraud department to challenge the charge.
  • Worst part is I was also charged $154 cleaning fee for cleaning the apartment even though they put me in a hotel room.
How would you rate Booking.com?
Top Positive Review

“Glass On Glasshouse”

Margaret S.
3/15/23

Wow Factor Getway Just to say this place is so quite peaceful and tranquil. Birdlife, kangaroos other animals. Gary & Darrell are the perfect host. Meet Gary he made me welcome. Had 2 nights stay. Just amazing awersome place to stay. Definitely will go back. Ms Margaret Sherwood

Top Critical Review

“Flight flexi ticket is a literal scam!”

A L.
3/13/24

Avoid buying any flight *******@bookingcom at all costs. Especially their flexi ticket which they don't support and is a literal scam! We tried to get a flight change for 5 days, eight calls, the flight times came and went, while they promised to call back in 3 hrs every time. Never a call came! Left stranded overseas, our only option was to buy a completely new ticket direct from an airline company. To top it off, their online complaints form is broken on both chrome and edge.

Reviews (4,156)

Rating

Timeframe

Other

Reviews that mention popular keywords

credit card (414) hotel room (128) confirmation email (90) customer service (1116)
Thumbnail of user alecgartlan
1 review
0 helpful votes
March 13th, 2024

Avoid buying any flight *******@bookingcom at all costs. Especially their flexi ticket which they don't support and is a literal scam!
We tried to get a flight change for 5 days, eight calls, the flight times came and went, while they promised to call back in 3 hrs every time. Never a call came!
Left stranded overseas, our only option was to buy a completely new ticket direct from an airline company.
To top it off, their online complaints form is broken on both chrome and edge.

Service
Value
Shipping
Returns
Quality
Thumbnail of user johnh9768
1 review
0 helpful votes
February 6th, 2024

This 'company' will do anything it can to scam you out of every cent.

In addition to making it near impossible to withdraw funds from our hosting service, their 'clever' finance chart shows your GROSS profits, while also presenting a bar for the commission you owe them. This makes it seem like the profit bar is your NET profit, as there's another bar for your commission, so why the double representation?

Clearly, this company is geared more towards fooling it's client-base, and extracting as much value from the marketplace by way of being a parasitic middle-man.

Absolute 0 trust score.

Service
Value
Shipping
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Quality
Thumbnail of user suzmcc955
1 review
4 helpful votes
December 20th, 2023

We were charged twice for a 4 night stay. We also only stayed 1 night because the hotel room was infested with bed bugs and cockroaches. We were bitten at least 100 times. We informed Booking and sent them pictures of the bites, the roaches and the double charges on my Visa. They kept saying they were not receiving our emails and basically refused to help us. We ended up paying for 8 nights, stayed 1 and were in a horrible room. They did nothing. Expedia would have been far more helpful.

Thumbnail of user evat168
1 review
1 helpful vote
April 10th, 2023

Nos hospedamos en InSitu desde 2/4/23 hasta 8/4/23. Viajamos desde New Jersey, EEUU.
Cómodo apartamento situado cerca de la Calle Santa Catarina en Oporto y no muy lejos del centro.
Maria, la señora que atiende la recepción, es muy amable, cálida y dispuesta a ayudar con todo lo que los huéspedes necesitan.

Service
Thumbnail of user marieeveb11
1 review
2 helpful votes
February 13th, 2024

Over years I rented 2 hotels and 1 car in different countries. All providers charged unannounced extra fees. Last time, for the car rental Booking.com told me to not worry, they understood the issue and the car rental shouldn't have charged these fees, to complete my rental has planned and to fill out a claim when back home. I did it and not only they rejected my claim while I provided the same information I provided before but when I have tried to escalate it, they hanged off on me every attempt. We are talking here $429 extra for a $890 car rental. For hotel I was charged 13% extra at the front desk because it was a Booking.com reservation. Both hotel in Canada and in Costa Rica were below standard one with cockroach and limited bedding, no soap, no towels, etc, the other one in Canada with angry owners and post-it literally everywhere in the bedroom to dictate what to do or not. I'll never ever use Booking.com again. I really enjoyed using other apps such as Expedia, TripAdvisor and Viator and would recommend using these ones instead.

Products used:
Car and hotel rental

Thumbnail of user melissag2144
1 review
10 helpful votes
September 6th, 2023

We booked a room when we arrived the hotel was beyond unsafe and gross people shooting up in the stars ways the cops came several times to different rooms...our sink was leaking all over the floor amd was clogged. We checked out and when asked for a refund for the the remaining days they said we had to go to booking.com well we have been fighting with booking.com for day countless hrs and calls to get no where. Worst customer service will never use them again

Thumbnail of user bartos
1 review
4 helpful votes
January 25th, 2024

Just after booking a flight I asked for a refund ob about 900 USD for a flexible ticket. It has been two months now and every time I write to them they keeps saying that the payment has been authorised, that the "financial department" is aware of the delay and that they will contact me when they payment can be made. Today they tell me that it's not their fault but Gotogate 's fault. Gotogate? The ones that most users dislike? The 1 out of 5 star company? So Booking.com cannot do anything about it? I wish I would have known. Never again!

Tip for consumers:
not recomended

Products used:
plane ticket

Thumbnail of user marcelh40
1 review
53 helpful votes
August 3rd, 2021

Disappointing customer service experience.

Booking.com chose not to respond to reasonable request move out a booking due to current travel restrictions and took the option to charge a cancellation fee of 50%.
The service is a sham and endeavours to isolate itself from direct communication and does not log any request through the customer service app to fall back upon.

Don't waste your money go direct to the hotel and ask them to price match, guaranteed you will get a better result...

Marcel

Tip for consumers:
Don't bother, you can get a better deal and greater flexibility along with customer service/experience by going direct to the Hotel and asking them to price match.

Products used:
Accommodation Booking

Service
Value
Shipping
Returns
Quality
Thumbnail of user janeta1348
1 review
1 helpful vote
January 22nd, 2024

Worst experience ever. We had reservations for 3 bedroom pet friendly in Pawley Island for business weekend. Was in SC eating waiting for 3 checkin. Received email cancelling reservation due to plumbing issues. Would and did not substitute another rental. Said cancelled at NO Charge! They cancelled on us! Luckily found 3 hotel rooms pet friendly at Country Inn & Suites. No thanks to them. Don't and won't recommend using.

Service
Value
Shipping
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Quality
Thumbnail of user jamesn1347
1 review
3 helpful votes
January 9th, 2022

Burj Rafal - December 2021

All I can say is that the entire team made my stay very pleasant. Ali and Khalil were great as well as the entire front desk and concierge staff! Everyone was both professional and courteous. It is a very clean and convenient location... the views were great too. All told, I highly recommend it!

Thumbnail of user robertm8771
1 review
1 helpful vote
October 7th, 2023

Booking.com has a very aggressive booking procedure. Once they have your credit card, they will keep hounding you. And, if you leave the site without logging off, they automatically book & charge your card for a booking that you had been looking at. Once, I got double booked for the same hotel. Had to call hotel to cancel because booking.com has no live service agents to talk to.

Service
Value
Quality
Thumbnail of user charrissec2
1 review
2 helpful votes
February 6th, 2024
Verified purchase

Booking.com is a rip off. Please do not waste your money because you cannot get refund or change any reservations through this third-party company. I end up paying over $1000 for a hotel room in Las Vegas that was booked through booking.com needed to change my reservations and I could not change or cancel.

Service
Value
Thumbnail of user scottj1604
1 review
1 helpful vote
February 11th, 2024

This company should not be in business! There main purpose is to screw people! I had a car rental through them and due to flight delays and flight detours due to lack of fuel I didn't arrive at Orlando as expected totally out of my control now they refuse to return my money, that's BS. I will never use them again and recommend that you don't use them either unless you have money to throw away.

Tip for consumers:
Your company is horrible! Will never use again and will definitely recommend that my family and friends not use them!

Products used:
Flight and car rental

Service
Value
Shipping
Returns
Quality
Thumbnail of user alisonm259
3 reviews
47 helpful votes
April 18th, 2021

Took my money but then cancelled my booking and now we cannot get our money back let alone the additional costs having to change other elements of the holiday. Nasty company... use someone else, they not even the cheapest. Find the place you want to go to and then book via a different platform otherwise you could end up in the same disaster we are in.

Tip for consumers:
Don’t use it. Steer clear or you will be ripped off too

Products used:
Holiday booking

Service
Value
Shipping
Returns
Quality
Thumbnail of user loonylawson9
1 review
3 helpful votes
December 27th, 2023

I ordered a $127 flight with them, and was extremely happy with the budget price (only reason I went with booking over the others). I checked out and purchased the ticket only to realized I was charged $270! They claimed they charge an extra $130 for a carry on bag! A carry on bag was costlier than my actual flight. They refused to refund me (I called them right after making the purchase). Poor customer service, misleading prices and a clown company in general. Stay away

Products used:
Plane ticket and apparently a carry on bag that costed more than the ticket..

Service
Value
Shipping
Returns
Quality
Thumbnail of user thomasg817
1 review
12 helpful votes
September 9th, 2020

I travel a lot and use various booking sites. During the last two bookings of mine on Booking.com, beautiful pictures were posted of the rooms that I booked, but when I arrived were filthy. During a pandemic, this site should be more in-tune with the facilities that they promote and should look into and not promote dirty facilities with poor reviews. During one booking, I was charged a cleaning fee for a room I never stayed in, and was not entitled to any reimbursement because they had notified me of my cancellation status TOO LATE. This is unacceptable customer service and business practice, particularly during a pandemic. Use the other travel sites.

Thumbnail of user ajn31
1 review
1 helpful vote
December 5th, 2022
Verified purchase

They didn't have to return my non-refundable purchases because I booked on the wrong date, but they did. I appreciate them for taking on the hotel company and issuing me the refund. Although it took a couple of weeks, they came through for me, and I will be using them again for my future booking needs!

Tip for consumers:
Pay attention to the dates!

Service
Value
Returns
Quality
Thumbnail of user cootimaam
1 review
40 helpful votes
November 16th, 2021
Verified purchase

This company doesn't care about customers satisfaction and complaint. The customer service team sits on the other side of the world - Philippines, they were taught to say "sorry" like parrots but no action to make customer experience better! They also put you through with the property to solve your issue on your own. They don't help with resolution or return your call to resolve your complaint. Stay away from this European organization.

Tip for consumers:
Use some other reliable website platform to do your hotel bookings.

Thumbnail of user lucat31
1 review
30 helpful votes
July 28th, 2021

Just call the hotels directly, it's safer and you'll receive better rates. I paid to book and hotel and even if everything seemed to work on the Booking.com website, no reservation was ever made due to an internal error@ Booking.com. Customer Care told me they would refund me in 7 to 12 working days... more than 1 month later I still haven't received my money back... Probably I will never get it back. I will just delete my Booking profile and use the website to find hotels that i will call directly instead.

Service
Returns
Thumbnail of user svaughan404
1 review
2 helpful votes
January 24th, 2024

Booking.com host hotel that provide false advertising, no toilet paper, & bedbugs. They would not provide refunds after spending with for years without complaint. Use another third party service NOT Booking.com.

Thumbnail of user jasonb2202
1 review
25 helpful votes
December 16th, 2021

I booked with them months ago and had to reschedule due to COVID. They are completely uncooperative and will not provide a contact number. The number they have goes to a dept that can't help. It's all don't call us, we'll call you, but they email saying they called and there's no missed calls, so no idea what they're talking about. Complete bull$#*!, avoid them at all costs.

Tip for consumers:
Don't use booking.com!

Products used:
None yet, still trying.

Service
Value
Shipping
Returns
Quality
Thumbnail of user mspakauskas00
1 review
1 helpful vote
February 7th, 2024

No words to describe. Had talked about it to customer service for hours... And no results.
0 star would be accurate rate

Tip for consumers:
Horrible customer service.. no help..no understanding..no refund..

Products used:
Car rental cancelled..no refund

Service
Value
Shipping
Returns
Quality
Thumbnail of user shaziaj2
1 review
0 helpful votes
July 27th, 2023

Very beautiful place. Staff was very friendly.Great food with a lot of variety. Clean rooms. Absolutely loved it! Will definitely go back.

Service
Quality
Thumbnail of user abhinavm15
1 review
0 helpful votes
January 2nd, 2024

We booked a "VAN" at RIO airport through Booking.com and infomred them that we are 4 pessengers with 6-7 suitcases. However we were provided with a SUV (which already had a gas cyclinder in the trunk) and could barely fit 2 suitcases. Their rep name "Branda" ran away after taking us to the car and never picked up our calls or replied our messages after that.

Horrible experience in a new country. We ere left standing at the airport with 2 kids with all our luggage.
Never using booking.com again.

Service
Value
Quality
Thumbnail of user raimundaf
1 review
28 helpful votes
November 2nd, 2020

I don't recommend booking.com for anyone because it says one thing and do other. For example, you book a hotel nice and good price when you arrive at the hotel it was poor and very duty and also if you made reservation with other hotel with a better quality of price and location the booking.com knew it will contact the hotel for didn't accept your check in or check out because the booking.com wants you make reservations with them. Booking.com is very dishonest also lies.

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From the business

Booking.com provides online bookings of hotels, resorts, hostels, and other travel accommodations around the world. The site attempts to separate itself from rival reservation sites by offering deals and its own hotel reviews. Booking.com is a subsidiary of Priceline.com, a publicly traded company (Nasdaq: PCLN).

Company Representative

Thumbnail of user bookingcomt
Bookingcom T.
Typically does not respond to reviews

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1.3
4,156 reviews
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