Booking.com Reviews 109,413

My review is for Booking.com not about the B&B's , Hotel's or Motels. I have been fighting for a refund on a free cancelation booking for a couple of months. The booking was canceled months in advanced and met all cancelation requirements. Customer Service is non existant at Booking. I have future bookings for a trip that I scheduled coming up in May and I called all the Booking's and the Airline to be certain that I was not scammed.
I am still leary. I filed a complaint with the BBB ID # 24770082.
My Credit Card ( dispute # D953168170326) was denied by my credit card as Booking stated that I did not follow cancelation rules even though I have a dated email on 03/14/2026 from Booking stating that I would reveive my refund for this Booking in 7-12 days.
My credit card reopened the dispute on 04/17/2026. I phoned the hotel on 04/17/2026 and they verified that I followed all the rules for free cancelation and that Booking was responsible for the refund.
I have prepaid for ten Bookings for this emergency travel event and Booking has been a disappointment.
I will not use this service in the future, nor will I prepay for any Bookings on any travel site again.

I booked the skippers rest mill port due to the state of the property the owner contacted booking.com to offer a full refund of 120 pounds . Despite numerous calls to BDC I still have had no refund

I had a booking cancelled by Booking.com with only 5 hours’ notice the day before I was due to run the London Marathon for charity (Royal British Legion). No explanation was provided and no alternative accommodation was arranged.

When I contacted customer support, I was initially offered just £60 in travel credit despite the cheapest replacement accommodation costing £133 more than my original booking. I then spoke with a manager who promised to support me “every step of the way” but did not arrange accommodation, confirm reimbursement, or follow up as promised.

I was left stranded the night before the marathon and had no choice but to book alternative accommodation myself at increased cost due to last-minute availability. Although my original booking (£137) has been refunded, I am still £133 out of pocket and my follow-up email sent on 29 April requesting reimbursement remains unanswered.

This caused unnecessary stress immediately before a major charity event and the level of customer support was extremely disappointing.

I am still waiting for Booking.com to reimburse the additional costs I incurred.

This is more in relation to their partner gotogate I've used booking.com for hotels before and never had an issue. But what a negative experience.

The second leg of my flight to tokyo was cancelled I only found out that my flight had been cancelled by checking flight paths no contact was received from booking.com or their partners.

When spoken to the customer service they said an email was sent on the 17th of April however I had not received any email and it did not reflect this on the site.

They have given me an option to rebook another flight on the Monday which I agreed to so loosing 2 days but is what it is. This was at the start of the week we're on day 5 and still no update, I contact customer service and the simply don't care no empathy just sorry sir we're waiting on authorisation. Have a feeling going to lose all my money and they just don't care. Won't be using them again for anything.

i attempted to book a hotel on bookings.com. there was a system error on their end which resulted in them charging my credit card twice but no booking was made. a refund was made but there was a huge net credit card charge for me due to FX fees. becoming bad to worse.

Never rent a car through booking.com. We made the mistake of trusting that the rental companies they partner with are legitimate, and that if anything went wrong, booking.com would protect us as customers.

The opposite happened. We ended up caught in a complete scam and lost a significant amount of money. The rental company kept claiming they could not help because of booking.com’s policies, while booking.com pointed to the rental company’s policies. Instead of providing extra protection, booking through booking.com creates a situation where both sides can shift accountability onto each other, leaving you as the customer fully exposed to being taken advantage of.

We just arrived at check in and the motel had our booking number, but it was under a different name. The guy at the motel did some phoning around and it seems like Booking.com had taken our booking, but not passed it onto the motel, and then also given the booking to someone else. And every motel in town was booked out due to a basketball tournament. Lucky my ex- brother-in-law was good enough to offer his place so we could couch surf for the night. For the record, the motel was great about it and very apologetic. They phoned around and tried to find us accommodation at another motel in the area, but there was none. Luckily, the motel got a last minute cancellation as we were standing at the bar trying to sort this mess out, and gave it to us straight away.

I am usually an advocate of Booking.com and have used them for many years without issue (for accommodation). Booked my first flight with them, ended up cancelling due to Middle East Situation-still waiting for my refund (almost 6 weeks), app not updated, still letting me book seats!, and when I try to follow up I get passed to third party.

My flights got cancelled. They took a month to refund the first flight and not the second then said they would escalate to the selected team(I have been in contact with the airline and they have approved the refund request for both flights. And that was a month ago).

Terrible customer service because they won't give any information.

Useless!!!

Booking.com - SCAM
A few weeks ago, I had one of the worst experiences I’ve ever had as a customer with a global platform: Booking.com

On April 18th, we arrived in Venice at the accommodation we had booked… and it simply did not exist. It was a scam.

At that point, what you expect from a platform like Booking.com is clear:
immediate support, relocation, and a solution.

None of that happened.

Here’s what followed:
There is no live chat, making it extremely difficult to get help in real time
We tried contacting them multiple times and no ticket number was ever generated.

The first two times, we received automated emails asking for more information, but when we replied, the emails bounced back as “no-reply”.

When we finally got through, the response was:

→ “You need to make a new booking on your own”
→ “The refund will be processed later (7–21 days)”

In other words: figure it out yourself.

Booking.com
Did not resolve the situation in real time
Did not offer relocation
Did not provide immediate credit to rebook within the platform
Did not cover the price difference
Did not properly follow up on the case

When you need support the most, the platform simply didn’t respond.

Twice now I have booked a car on booking.com, twice now there has been hidden fees or deposits. Stay away from this website.

Showed up to hotel and the hotel said our reservation was not valid. Already got charged by booking.com a month ago, so there was no issue with the card. Called and talked to some bug eating non English speaker that was exactly zero help. Kept using canned responses telling me to contact the hotel, even though the hotel didn't charge my card, they did. This company is absolute scum. I'll NEVER use it again.

Just finished a 3 month tour of Europe. Was using booking to reserve hotels. I found a better price on another site for a better room and contacted booking support for a price match. I was told that they wouldn’t match the price because it wasn’t exactly the same room. They said that didn’t matter because that is there policy. I told them that I needed accommodations for 6 more weeks and if they didn’t match the price I was done with them. Needless to say they didn’t match the price and I used Expedia for the rest of my trip. I found that Expedia had better prices and will never use booking again.

SCAM I paid extra so I could cancel just in case. That didn’t matter at all. They wanted to charge me the full room amount. Basically scammed me out 20. No plans to ever use their service again. First time user and last time use.

Tried bookinig, reservation didn't go through, but I got charged. No one knows anything need to open a dispute with the bank. STAY AWAY

Extremely unprofessional and fristrating…
I booked a 1-month trip to the USA and 1 day before my departure the apartment cancelled my reservation.
The customer support was very frustrating and did close to nothing to help me. Terrible chat experience! You cannot follow up on messages and when I called my call got disconnected by 5 times.
Very unprofessional, almost feels like a SCAM.
Long years of truat gone in just 1 day. Shame on you Booking com!

Terrible Experience – Would Not Recommend
I booked The Crown London Hotel in good faith, expecting a decent standard of service for a hotel claiming a central London location. Unfortunately, the entire stay turned out to be extremely disappointing.
For starters, the hotel does not even provide a basic facility like a working lift for guests. The only lift available was completely occupied for hotel maintenance, with no alternative arrangements or assistance offered. This is totally unacceptable, especially for families, elderly guests, or anyone travelling with luggage.
Parking was another frustration — there is no proper kiosk or clear system for paying for car parking, leaving guests confused and inconvenienced. For a hotel of this size, this level of disorganisation is simply shocking.
I was travelling with my family and had booked two rooms, reasonably expecting them to be on the same floor. Instead, the rooms were assigned on different floors and separate locations, making it incredibly inconvenient and uncomfortable. Staff showed no effort to accommodate a very basic and logical request.
Overall, this hotel fails to deliver even the most fundamental hospitality standards. Poor facilities, poor planning, and poor guest consideration made this a thoroughly unpleasant experience. I would strongly advise others to avoid this hotel and look elsewhere for a stay in London.

If I could leave 0 stars I would. Booked a hotel through booking.com said it was eligible for a free transfer from airport to hotel, booked on booking.com was not redirected to another site, booking confirmation from booking.com I can view my hotel on booking.com but then I was told I am not eligible for the free transfer as my booking was booked through a 3rd party?! It isn't. Absolute shambles, not existent customer service, an absolute scam but booking is with booking.com and the offer is still showing for that hotel! I will be making an official complaint. I will also be contacting Abta /atol awful awful service

I am a faithful customer, Genius 3 status, and had a very bad experience and horrible customer service!!
Booking lost me, and I guess they don't even care!!!

I would not even give one star except you have to in order to leave a review. Someone stole my information and booked through Booking.com: I have called 3 times and each time I have spoken to a person in another country. Each time was guaranteed a refund and Each time have received nothing. This also happened with Enterprise. After Enterprise did their investigation, I received a full refund. It has been months and still nothing from Booking.com.