Booking.com Reviews 196

I’m shocked by how unprofessional the staff are at booking com😳 I reported an issue to the staff today regarding a guest trashing my apartment they were so unsupportive and they were talking to me in a condescending manner. I asked them if there’s any cover or protection available from their platform and the advisor replied with “well we didn’t stay there did we”
I then said ok thank you and hung up. The advisor called me back and demanded an apology from me for hanging up or else he will not email the customer. I was shocked ! I then asked to speak to the supervisor, the supervisor replied with “well maybe you said something inappropriate to him”
I told them to listen to the call recording. If you’re a host don’t expect any support from booking com
They are a shocking company I’m deleting all my listings from the platform and will post on all communication groups to warn others.

Booking.com staff are totally incompetent. They don’t do what they are supposed to do, they don’t do what they say they are going to do, they don’t ring when they promise they will. I believe that AI responds to all messages and so the responses are inappropriate, don’t resolve and are often stupid responses. I really do not like this company at all, in fact it’s a very deep dislike of them and all the unhelpful staff. Even today they are saying my property that has been with them a year is suspended due to location unknown, for goodness sake, we are extremely rural and only building!

Booking.com IS TOTAL TRASH COMPANY! As a host I have encountered dozens of critical issues from reviews posted in violation of booking policy, to rip off in illegal commissions to properties getting closed for address verification yet no verifications performed and NOTHING IS EVER GETTING RESOLVED! CS AGENTS HANG UP CALLS, TAKE AGES TO SOLVE YET DENY WITH ROBOTIC MESSAGES. ABSOLUTELY ATROCIOUS HORRENDOUS SUPPORT FOR PARTNERS. All booking cares how to rip us off in commissions and not remove negative reviews violating B policies so that hosts get frustrated and leave

As a host, I have never experienced such incompetence and unprofessional conduct. Booking.com double booked different guests at my unit for the FOURTH time now! Totally unacceptable. No apologies and no explanation. In fact, they try to make out like the fault was on my side! I've asked them for reports. None forthcoming of course. They cost me money, time and reputation, and I've decided to delist my property from them and try Airbnb instead. Don't go near them!

Booking.com is a complete nightmare.

I’m handling a standard ownership change and transferring 4–5 properties to a new legal entity. This should be routine admin work. Instead it turned into 2 months of chasing the same request over and over, getting absolutely nowhere. The message system is a black hole: you explain everything clearly and you get replies that feel generic, random, or straight-up unrelated, like nobody actually read the case. And calling support is even worse. You get passed around from Hisham to Mohamed to Zahir, you repeat yourself like a broken record, and the people on the phone sound like they have zero authority and zero clue, also they do not understand basic English.

The most infuriating part is the platform logic. Every time I tried to create the listings on the new account, they got blocked because they were “duplicates”. Then I’m told to “keep working on the original listings”, except the ownership transfer on the original ones never gets completed anyway. So you’re trapped in a perfect loop: you can’t do it the right way, you can’t move forward, and nobody gives you a straight answer.

And here’s how I finally “solved” it, because Booking sure as hell didn’t: I had to go back and change ALL the details on the old listings just to stop the system from recognizing them. Only then could I create the new, correct listings without getting instantly blocked. That is insane. I basically had to disguise my own properties to bypass Booking’s broken process, because their support couldn’t handle a basic company restructure.

For a company this big, this is embarrassing. It’s exhausting, it’s incompetent, and it wastes an unbelievable amount of time for partners who are just trying to run a legitimate business.

If the option for zero stars was available i would give it. Being a host on booking.com is like working for a scammer. If you're gonna be a host on this platform, be prepared to be treated like trash, and that's saying it lightly. Customer care only reaches out, and I mean ONLY reaches out, when they need money from you.

Extremely frustrating experience with Booking.com Extranet
Less than two months after listing our property on Booking.com, it became clear that contacting customer support is almost mission impossible. Customer service operators are not approachable in any normal or efficient way. Every step taken on the extranet—especially something as basic as disputing a commission charge for a no-show guest—turns into a nightmare experience.
This is now the second time I’ve called and been placed on hold for over 7 minutes, only to be told to send a message instead. I sent an email, but replying is impossible because their responses come from a “no-reply” email address. The entire system feels deliberately one-sided.
They make it extremely easy to collect their commission, but almost impossible to dispute charges. It feels designed to exhaust hosts until they give up—at which point Booking.com simply cashes in anyway. I’m incredibly frustrated, and like many other friends who have already left the platform, I’m struggling to see any real reason to continue using it and this evening i will delete the account

The worst platform to do business with specially being partners with booking.com they offer zero support, I’ve called booking more than 15x because I had an emergency with the guests flooding my entire apartment and the building neighbors property and elevator because they left the bathroom faucet open all day long without being in the apartment and booking did ABSOLUTELY NOTHING TO HELP ME!! I’m extremely disappointed and frustrated because the guests destroyed my apartment and now I have to cancel my upcoming reservations!

Absolutely incompetent support system for hosts and hoteliers I was lied to by telephone about their procedure which caused a guest to leave a 1 star review in all categories even though he never stayed and was abusive. Booking support then dragged on this process back and forth for months which each person contracting another. CEO contacted three times. A year later I gave them another go to help rectify and they further misled. Avoid booking as a host or hotel it's unworkable system.

worst possible platform to get support on.

We have an issue with the Booking.com finance department. As the direct debit was not covered, we made 3 transfers for the commission invoice. Booking then blocked our property and asked for proof of payment. This was provided on the extranet as well as by Email multiple times, and they confirmed that they received it. They informed that the process will take one to 5 days. However, we are now on day 9, and nobody in the finance department has bothered to look at our case, reply if there are any issues, and our hotel keeps being blocked. After more than a week, the answer remains the same. "Please give us another 5 working days".
Booking clearly abuses its market dominance. The only positive result from this block is that we have learned over the last 9 days that we can live even without Booking.com by increasing our promotions and marketing with other OTAs (Expedia, Airbnb, Tripadvisor, Google Travel) and especially Google Ads and Meta Ads are now driving a high volume of reservations to our own website for direct bookings.

I am speaking as a hotel manager. It is totally unacceptable to have such customer service for hosts. Booking.com is not considering the host at all making it's daily use a real hell. Booking.com is always in the guest's side. َAs host you can have non refundable policy, and yet booking.com will give the guest the possibility to ask for a free refund. In that position guests start to bargain their cancellation even at last minute and blackmail us. The worst thing is that booking.com allow "No Show" guests to leave a review. And of course they just look for a way to harm the hotel because it refuses to cancel for free their reservation. It makes the reviews not representative of a real guest experience, and give a fake image of the real quality and service of hosts. Booking.com delebirately seek for their commission only without taking in account hosts at all. Plus, the customer service is just awfall and catastrophic. Never they have helped or gave us a solution if needed. They just take the commission, and they stop there. And I am not even speaking about their tax policies. As host you do a bank transfer to Netherlands each month. They don't pay VAT, or any other local taxes. All of these taxes are on the host.

It is a scam; they never answer the phone to avoid paying you money. They only want to take advantage. They are rob

Arrived at Olbia Costa Smeralda Airport to pick up a Fiat 500 hired through Booking.com / RentalCars. When we arrived, we were forced to pay an additional €90 before we were allowed to take the car. We were told this was for “local charges” — none of which were mentioned or disclosed anywhere in the agreement at the point of booking.

There is no formal complaints procedure available. They would not speak to us by phone when we asked to speak to a customer service manager. Everything has to be done through a message app which is extremely difficult to use and, in our view, intentionally obstructive.

We have raised a complaint with Booking.com, however they are refusing to assist and are telling us to take the matter up with OK Mobility directly — despite our contract being with Booking.com.

We have then contacted OK Mobility directly and they are refusing to communicate with us because they say our agreement was with Booking.com.

This feels like a deliberately circular situation where nobody will accept responsibility, leaving the consumer with no direct route to resolution.

Strong advice: do not use Booking.com or their umbrella company RentalCars for car hire. Stay away.

Worst, worst, worst customer service I have ever experienced!! Worst platform, can't navigate to anything and can't get ANY help from ANYONE!!!!!! Stay clear of Booking.com as a host, they have caused me so much stress and anxiety, I'm pulling my property off

Complaint regarding apartment – WHome Mouraria Deluxe Apartment
Confirmation Number: 6870949830
To Mr. Glenn Fogel,
CEO, Booking.com
I am writing to you as CEO of Booking.com to make you aware of my experience as a customer, as I believe it is important that the management is informed about what the reality may look like for your users – and how your company's moral foundation is perceived when housing is offered under the designation "Deluxe Apartment".
Booking details
• Confirmation Number: 6870949830
• Lease: WHome Mouraria Deluxe Apartment
• Address: Rua Marques Ponte de Lima 23 -4, Santa Maria Maior, 100-337, Lisbon, Portugal
• Rental period: 27 September 2025 – 4 October 2025
Background to the complaint
I have already placed a review on your website, but have now decided to contact you directly. My experience of the apartment does not in any way correspond to the description that Booking.com had presented, and the term "Deluxe Apartment" is directly misleading. On every landing up to the apartment on the 4th floor there were rat traps, and inside the apartment itself there were large cockroaches running around. The apartment was indescribably dirty and very poorly maintained. I refer to the pictures attached to my review on your website.
My requirements
I expect a compensation in the form of a refund of at least 50% of the amount paid DKK 9,642.04, as well as an official apology from Booking.com. This experience has been unacceptable and I hope that you will take responsibility for the fact that such conditions should not be tolerated when marketing homes with words like "Deluxe".
Best regards
John Andersen
Bernstorffsvej 57
2900 Hellerup
Denmark

Has an owner / host / partner using booking.com via extranet and pulse platforms for receiving guests into our property based in Spain . The whole user experience from the first minute using this booking.com platform, was confusing and way too complicated. Even when our decision to finish the business involved in holiday rentals. Trying to end our contract within extranet and pulse was not workable whatsoever!
I received phone assistance from an operator based in Mexico whom was helpful however could not end our contract within extranet booking.com due to the complexity of logging in to the website. Absolute horrific user experience. Compared to Airbnb which is a lot easier to use and a lot more user friendly.

All the service operators are very nice. BUT the platform it self is not suitable for people who want to rent their flats out on it. Booking.com does not offer any cover or protection against guests nor do they warn the host of this (something that is a standard on other platforms) Booking.com also does not verify the guest so any homeless person off the street can book and stay in your property and probably not move out and there is nothing booking.com would do other then send them an email

have been working with Booking.com for over 10 years. Our property has consistently maintained a rating above 9, and we have always paid our commissions on time. After a decade of loyal partnership, I am deeply disappointed by the way we’ve been treated.

A guest left a completely false review, and when I contested it — providing photo evidence and screenshots showing the guest’s aggressive and inappropriate behavior — Booking.com refused to take any action. Their reply was a generic, copy-paste message claiming the review “respected their ethical guidelines.” It felt like talking to a bot.

Then, last week, out of nowhere, our listing was suspended for two weeks for “fake reviews.” No details, no explanation, no transparency. When we called the partner support, we were transferred three times and had to repeat the story again and again, only to be told that they “don’t have access” to the information about which review was supposedly fake.

For a small hotel like ours, this suspension means a huge financial loss. We have staff to pay, buildings to maintain, and daily expenses to cover. This decision — without proof or clear communication — feels like a slap in the face.

The customer service is below any professional standard, and the ethics behind their partner management are simply unacceptable. If I could give them a score of -5 out of 10, I would.

This is a typical experience. A guest was able to book the same room twice on the same dates but they wanted to book 2 rooms. The second room was more expensive so I went to booking.com for help and they said they would contact the booker. This help consisted of 1 unidentified phone call from Hong Kong. The booker lives in New Zealand so of course it looks like a scam. I had no follow up whatsoever and then someone else booked the room the booker wanted. Went back to booking.com they said they would sort, would email the booker, cancel the new reservation and keep me in touch. That was the last I heard from them. The booker did get an email to which she responded and heard nothing back from them. I ended up having to contact all the parties involved myself and get the whole thing sorted. I have never had an issue sorted by customer service and 4 times this year I've had to do it all myself. They are completely and utterly useless, I would go so far as to say criminally incompetent.