Booking.com Reviews 109,407

I rarely leave negative reviews, but my experience with Drivalia has been extremely disappointing.

I rented a car through Booking.com, and since the 2nd of March I have been trying—unsuccessfully—to obtain a refund that I am owed. Despite multiple attempts to resolve this matter, I have been passed back and forth between Drivalia and Booking.com, with neither party taking responsibility or providing a clear resolution.

Communication has been slow, inconsistent, and ultimately unhelpful. Each interaction feels like starting from scratch, with no accountability or urgency shown. It is frankly exhausting to have to chase what should be a straightforward refund for this long.

While I understand that issues can arise, the complete lack of effective customer service and resolution is unacceptable. I would strongly advise others to think carefully before booking, as resolving any problems afterward may prove to be far more difficult than expected.

I hope this review encourages the company to take customer concerns more seriously and improve how they handle refund requests.

extremely bad customer service . made a hotel booking and money was taken. only to find out its been cancelled . no money back for 7 to12 days . sent numerous emails but each time it starts from scratch again and you get nowhere . . I will be avoiding in future as this is a bad let down

If I could put zero Stars I would . They're listing software is so confusing that I created multiple listings accidentally, and now they won't let us list our property because it's a duplicate. Despite deleting the drafts, I have tried talking to customer service for a week now and they refuse to list it. What a cluster ****. I have listed with Airbnb and vrbo with no issues at all. I guess because they are the biggest they get to have crappy customer service because what is one lost customer to them. Obviously nothing.

I am extremely frustrated with Booking.com’s lack of accountability. I was treated unfairly by a hotel I booked through their platform, and despite providing clear evidence, Booking.com has completely abandoned their responsibility as a mediator.

Here is the timeline of their poor service:

1. Zero Response to Messages: I sent multiple messages through the official help center, none of which were answered.

2. Wasted Hours on Calls: I spent over 2 hours on international long-distance calls trying to reach someone who could actually help.

3. Unacceptable "Neutrality": When I finally got through, the agent told me the platform remains "neutral."

What is the point of booking through your platform if you refuse to investigate a clear case of misconduct? Am I paying a commission just for you to host a listing and disappear when things go wrong? Your job is to step in and ensure a fair resolution, not to hide behind a "neutral" policy while the customer suffers.

I booked through bookings.com and then needed to change the date to a following week. I first had to talk to a robot AI who then was going to transfer me to an agent to make the change, then they hung up on me!!! I called back, same thing AI robot, transfer to agent, 5 minutes later I got an agent who has no clue what they are doing and here I am sitting on hold now for half hour just to change a date on my booking for one week ahead. Still sitting here listening to hold music. I did not realize that changing one date would take me over 30 minutes on the phone and I am still waiting!!!

PAS PÅ HVEM I BOOKER IGENNEM OG JERES VALG AF HOTEL

Booking.com og Tembo B&B Apartment with absolutely zero stars!

A room ” with a view, balcony and excellent customer service!!!!” - NOT


8 months ago, our fight with Booking.com and Tembo started and there is still no solution to the 355 US dollars – DKK kr. 2,261 they owe us! Be careful who you give your money to, you risk never getting it back.
We absolutely did not get what we had booked and everyone was totally indifferent. Bokking.com was so “friendly” to offer us a compensation of DKK kr. 273 = 42.86 US dollars – GREAT.

Hi Had Booked flights with Booking.com (my contract with them and no one else)
Flights were canceled on the 4th March still to this date no Refunds, still hearing excesses the airline hasn't refunded yet its been nearly 9 weeks.
got told on Tuesday by one of booking .com agents the flight has been refunded , so refund will be due to us in the next few days .
called them today saying there waiting for the money to come from the airline and cant see it.
we have contacted them nearly every day for them to give us excuses after excuse the service is very poor.
we never had any update from them ever we had to contact them.

please be very careful booking with booking.co customer service is very very poor.

I reserved a room at Red Roof Inn in Grand Junction, Colorado. I chose a room with a kitchenette and paid for it on booking.com’s website. My son checked in and went to his room and no kitchenette. I called the front desk and told her I reserved a room with a kitchenette, she said the 3 rooms they have with kitchenette’s are all under renovation. I told her I want a refund so I can find another hotel with a kitchenette, she said they don’t give refunds on 3rd party reservations. I tried to call booking.com and could only talk to AI and needless to say I wasn’t able to get my issue across to a robot. I will never use booking.com again and are warning people to stay away from this booking site. I feel they did a bait and switch on me and now I’m stuck.

Very disappointed with my experience. I booked tickets from India to London and made a small mistake with the passenger name. I contacted customer service immediately, but they were not helpful at all. They kept redirecting me and did not offer any practical solution. For such a simple issue, I expected much better support. Poor customer service

I wish can gave zero star. Nasty refund policy. I had a frustrating experience with Booking.com regarding a duplicate car rental booking.

I accidentally made two reservations for the exact same rental (same date, time, and location at Grantley Adams International Airport). I realized the mistake immediately and contacted customer service the same day.

I was told one reservation would be cancelled. It was not.

When I followed up the next day, I was told it was too late due to policy even though I acted right away and relied on their agent’s confirmation. I did not use both reservations, yet I am being charged for both.

This is not a standard cancellation it’s a duplicate booking that I attempted to correct immediately. The lack of follow-through and accountability is disappointing.

If this matter is not resolved, I will be filing formal complaints with the Better Business Bureau and my State Attorney General’s office, as this process has made it unnecessarily difficult to obtain a fair refund.

Booked an hotel for an upcoming trip to Thailand with them and was offered a free taxi from the airport to the hotel. Clicked on the link only for the link to change from the main international airport to a local small airport.

Thought it was just a glitch and contacted their customer service.. eventually.. think it may be easier to speak to the king of Thailand than them! To be told nothing they could do and pretty much tough. So now no free taxi and a very sour taste left in my mouth!

Lesson learned next time book direct with the hotel. The offer of a free taxi was just a scam. Don’t trust them

The worst company I have ever endured. Absolutely diabolical service throughout. Incompetent staff and inadequate system. Still haven't refunded my overcharge after almost 2 months. Requested u times to log a complaint which still has not been actioned. I would not recommend this company would be best to avoid

Very slow when there's a refund needed or a problem.

Stayed in a property that had dangerous electrical cables hanging out of the kitchen wall socket next to sink... Paid to Risk my life. Unacceptable... Slow resolution from booking.com

You owe me money. The booking was canceled in due time. I have not received my money back. The Agriturismo says ""Good morning madam, we do not have any of your credit cards. The card you enter on the site is managed by Booking.com and the money is taken from them! I advise you to contact their customer support team.""

Message in Italian
Place of accommodation: "Buongiorno signora , noi non abbiamo nessusa sua carta di credito , la carta che inserisce nel sito è gestita da booking e i soldi vengono prelevati da loro ! La consiglio di contorto il loro sumero di assistenza"

Check-in
Wed. on 1 April 2026
15:00-19:00
Check out
son. on 5 April 2026
08:30-10:00
Booking info
4 adults - 4 nights, 1 selected
Address
Via Fordeccia 42 , 22010 Gera Lario, Italy

Confirmation number:5725316429

I had a duplicate booking, and when I contacted Ryanair they advised me that my cancellation of this duplicate was accepted and a refund was issued to me and would be with me within 15 working days.
I received no further correspondence and upon the 15th working day I chased the refund.
I was advised that as I had booked through a third party company, that I needed to contact them for a refund and that my refund request had been declined by Ryanair. I asked why I was not advised of this and they responded “I’m sorry for this misunderstanding, but there is nothing else I can say.”

I then contacted the Booking.com, and was advised as the flight had occurred I cannot receive a refund and there is nothing they can do to help me with this.

Booking.com are now advising that Ryanair is declining any refunds when requested from them.

When I am trying to complain to booking.com regarding this, they have advised there is no complaint contact for them?

There is a significant lack of customer care and service within this company and I will never be dealing with them again.

So bad I can't even speak.

Nothing works properly.

The app is crap. The phone number is ai and just hangs up. Avoid them at all costs

Just adding to what everyone else here is saying. I'm genius level 3. Awful, awful customer service. They will do everything they can to not refund you, even after I called with customer service and they told me that my situation is indeed eligible for a refund, they have now been trying to poke holes in my official documents THEY requested as proof to not give it to me. Around 10 hours on the phone with customer service over two months, just to go round in circles and be told bs every time.

During my reservation, it was clearly stated that a free airport taxi was included. However, right after confirming the booking, this offer disappeared and was replaced with a 10% discount on a taxi, which is not the same at all.

This feels misleading and gives the impression that it’s just a marketing trick to push customers to book.

There was no clear explanation of any conditions, and in the end, the customer is the one losing out.

I’m very disappointed and will seriously reconsider using Booking.com in the future.

Disappointed with Booking.com support.

I reported a passenger name issue 18 hours before my flight and explicitly asked for urgent help. I was told to go to the airport and that everything would be fine.

At the airport I was denied boarding due to the same issue. The airline confirmed the correction could have been handled in advance if the agency had contacted them.

As a result, I missed my flight and incurred additional costs.

I have now filed formal complaints with ECC-Net and the EU ODR platform.

I hope Booking.com will take responsibility and resolve this quickly.

The description given on the web site does not always match the reality.
The customer service is useless and trying to change a booking is impossible.
Booking.com is not a company I shall ever use again.
There are lots of better alternatives.
Buyer beware