Booking.com Reviews 1,046

I had a very disappointing experience with Booking.com.
I explicitly booked a twin room (two separate beds), but upon arrival, the hotel gave me a double room. The hotel confirmed that Booking.com had not properly communicated the room type, and they were fully booked, so they could not fix the issue.
I then spent more than 3 hours with customer service, speaking to 3 different agents, and none of them were able to provide any solution.
What made the situation even worse is that Booking.com agents initially questioned my booking and implied that I was mistaken, instead of taking responsibility.
After hours, they changed their explanation and claimed that the hotel had contacted me via chat to confirm the bed type and that I had not responded, which is simply not true, as I never received any notification or message.
Rather than acknowledging their own mistake, they repeatedly tried to shift the blame onto me.
I received no empathy, no accountability, and no assistance, and ended up paying for a room I did not book and did not want.
This experience is completely unacceptable and raises serious concerns about Booking.com’s reliability and customer service.
I would strongly reconsider using this platform again.

I had concerns about the reliability of this platform, but I still chose to take a chance and book through it. Unfortunately, that decision proved to be a mistake, and I will not be using this so-called “trusted” site for any future business.

Misinformation was provided, which led to repeated and excessive outreach to Tiffany and required escalation to Andre just to attempt a resolution. Jess later became involved, only to provide additional misinformation without any resolution at all. Not only was I accused by Jess of cursing at him, I was mocked for my thick Carribean accent. This entire experience was frustrating, time-consuming, and completely avoidable. Customers should not have to put in this level of effort to correct issues caused by inaccurate information.

After today's encounter, Booking.com quality of services raises serious concerns about both service quality and accountability at Booking.com. This experience has permanently impacted my trust, and I expect this matter to be addressed appropriately. I would strongly caution others to reconsider before using the platform based on this experience.

Worst experience ever!
Site search inaccurate leading to wrong loactions. Booked a hotel in South Africa in dangerous area, no help to cancle. Proper scammers. Stay away!

Trying to get help for a fraudulent transaction through Booking.com. Using the website is useless as I followed all links for help or customer service ending in an endless loop to nowhere. Ultimately I searched 3rd party sites for a phone number and located an 888 number which led to a another useless round of non information.

ANOTHER CLIENTS WHO WERE SCAMMED BY BOOKING.COM

We made a booking for one night in an apartment. Up to the final step of the payment process, right before entering our card details, the total price, including all charges, was shown as €35. However, after completing the payment, we were charged €59.08.

The confirmation we received included a €34 cleaning fee, which had never been mentioned or displayed before payment. This fee was only disclosed after the transaction was completed.

When we contacted customer service, they provided no real assistance and simply repeated that the confirmation email mentioned the cleaning fee, ignoring the fact that this information was given only after we had already paid. We asked to speak with the management team, but we were not allowed to contact any manager.

In the end, we were left with a problem and no solution.

Enough is enough. We need to stop using Booking.com.

I made a reservation for a hotel for February 2026 in Thailand. The date was in error and I attempted to cancel. Booking.com said I had to reach out to the hotel. I'm actually here at the hotel and they have informed me that it's up to Booking.com. They have canceled the reservation in their system but the refund is not up to them however, Booking.com is blaming the hotel. This company needs to be put out of business. They should not be allowed to operate as a service provider.

Made a booking with Booking.com for a motel. confirmed booking, they stole my money. As previously arranged, it was cancelled by the motel, and Booking.com will not provide a refund.
All information to support is one way, as you cannot get support from NO REPLY emails.
This site is nothing but a scammer scum of the earth. And their information is not current or correct on their website is so out of date.
DON'T USE THIS SITE FOR ANYTHING except wiping your arse as they will make you shit

I recently booked a flight and purchased travel insurance through the platform. However, I’ve noticed a discrepancy: the insurance coverage runs from 4 November to 4 December, while my flight is scheduled for 23 November. This makes me feel I’ve been overcharged for coverage I do not need.
I requested to cancel the insurance, but was informed that cancellation is not possible due to terms in the fine print. As a UK-based customer, I found this surprising—cancellation rights are standard practice here, and I did not expect this restriction.
The process of trying to get in touch has been frustrating:

The live chat was slow and unhelpful.
I requested an email address to send a complaint, but it wasn’t working.
I eventually found a phone number, but the operator was abrupt and simply stated that the company does not issue refunds.

Could you please clarify:

Where exactly is the non-cancellation policy stated on your website?
Is this policy clearly visible during the booking process? I did not notice it at the time.

As a long-time customer, I’m disappointed by this experience and, unfortunately, I do not intend to book through your service again.

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.

I would like thank you for a fantastic experience of finding such a useless company who dose not care and understand the customers needs in a holiday you sincerely now what a customer needs is a ruthless company like yourselves who are greedy and all you care about is the commission that you get from the villas and hotels one day I hope that your company fall flat on your face in a whole load of crap and you find a big company who takes you to court for your poor standards of customer care and your customers who you don’t care about will have the biggest party ever so far as I can say in a polite way you can stuff it were the sun dose not shine I have been using your company for so many years and it was very good until the truth came out

WARNING, very serious data breach. Following a booking at a fake host in Milan, I received a payment request directly to my card from the host. The host then disappeared (and its page on booking as well). And Booking does not seem to assist me at all in this regard.

ATTENZIONE, gravissima violazione dei dati. In seguito a prenotazione di una finta struttura, mi è stata inviata una richiesta di pagamento dalla struttura direttamente alla carta. La struttura è poi scomparsa. E Booking non sembra assistermi in nulla a riguardo.
4695009817

We had a terrible experience with a property booked through Booking.com. The room, located on the top floor, had no air conditioning, only a small fan, and a window that barely opened a few centimeters. The heat was unbearable — the air was stagnant and it was almost impossible to breathe. My wife felt unwell, and we were forced to leave and book a different hotel at our own expense.

We submitted a detailed complaint to Booking.com with supporting evidence (photos and video), clearly showing that the property did not comply with the spirit of UK building regulations (Approved Document F), which require adequate ventilation in habitable rooms.

Despite this, Booking.com refused to take responsibility, offering only a minimal travel credit, and standing by the hotel’s decision not to provide a refund.

To make things worse, Booking.com profited twice from this situation — once from the commission on the unfit property, and again from the commission on the second hotel we had to book. The property earned its money, Booking kept its fees, and we, the customers, were the only ones left to bear the loss.

This raises serious concerns about Booking.com’s lack of accountability and quality control. They allow this kind of accommodations on their platform, take no ownership when things go wrong, and leave travelers to pay the price.

Think twice about trusting Booking.com to protect your rights as a customer.

I am so disappointed by Booking.com.
I have been a loyal customer to them for years (genius higher level) but the last year, I got hacked twice through their website.
Once was through my credit card so I managed to block it thanks to American Express extraordinary service.
Second time was through a transfer and after 2 months, almost 10 calls and 20 emails with their customer service, nothing happened although they admitted they are the ones to blame…

It will be easy to take them to court and get paid loads to compensate my time and all the prejudice caused but wanted to put this review out there to let everyone know that you their service has dropped and is not trustworthy anymore.

A shame

it's incredible.
booking is becoming increasingly impossible to manage.
i disconnected the automatic payment of commissions some time ago because they were arbitrarily charging me amounts that were not due. I worked with them for a short time, but in april i had some guests, and i immediately proceeded with a regular bank transfer to pay off my debt (with a few days' advance regarding the commissions.
after ten days, booking, using the old proxy that was no longer valid, withdrew the same amount from my current account for the second time.
phone calls, emails, sending documents, hours (I don't say minutes, actual HOURS) on the phone before being listened to were of no avail.
Nothing, that money is now gone forever.
I ask those who read, what would you do?
Thanks for the suggestions.

I booked a couple of stays on my last trip through booking.com, hoping they would back me up if I had any issues…unfortunately they will back up scammers.

I booked this accommodation in Viena, which promised a parking, and to accept dogs.
As soon as I arrived they told me they wouldn’t provide parking, and wouldn’t accept my dog, so I told them I couldn’t stay, and would contact booking.com, as one of the hosts was very confident and told me to go ahead, I would have to pay anyway…
So, being in the right I confidently called booking.com and was promised a full refund, we then booked somewhere else to stay, and left the property ( after having the keys took from our hands menacingly by the hosts son, even before having our reservation cancelled).
A week later, booking.com changed their mind and said they wouldn’t refund me. The property told a few lies ( among them they said I wasn’t there, and they wouldn’t accept my dog…which is funny as how would they know I have a dog, if I wasn’t there…) and as not refunding benefits booking.com they took it, and whatever.
So I called booking, and said I would take measures to make this right, kindly asking for the recording of the call, so they denied sending me the recording ( which makes no sense, as I am part of that conversation…), so as a last attempt I have asked for the protocol number of my calls, and was denied that too.
Now I am in touch with a solicitor, and with the DMA to get this right.
So bear in mind, booking.com WILL HAVE SCAMMERS BACK, do not, under any circumstances call booking.com without yourself recording it, and DO NOT book through this shady platform. They have ruined my holiday, and I am still having to pay for it.

Hi Aimee,

As agreed, we have canceled your booking BIE44J.

Your total refundable amount for this booking will be 109.96 EUR. Please kindly note that it cannot be converted to a cash refund.

If you wish to use the credit for a new booking, please contact us again as soon as possible, and then we will be able to better assist you with your case.

Kind regards,

Pham Le H

Gotogate in collaborazione con Booking.com

NOTE : Up to now theres no Refund nor voucher after 2 months!!!!!

I have been using Booking.com for a long time to manage my properties, but this experience has left me extremely disappointed. Due to a technical issue, I was unable to accommodate a guest, and without any consultation or agreement, I was forced to pay a staggering €758.46 for a relocation organized unilaterally by Booking.

Not only does this cost far exceed the original booking value (€282), but I also didn’t receive any compensation for the guest who was supposed to stay at my property. This behavior is completely unacceptable and shows a lack of respect for partners.

If this is how Booking treats those who work daily to provide hospitality and quality, I will have to reconsider using the platform.

Ho acquistato un volo Vueling con biglietto flessibile
Alcune settimane prima della partenza decido di cambiarlo, ovviamente pagando la differenza.
Contatto il servizio clienti e mi fanno sborsare la differenza di prezzo peccato che il biglietto non venga cambiato. Mi propongono di contattare io la compagnia aerea e pagare la differenza di prezzo direttamente a Vueling e poi booking me la rimborserà. Fortunatamente non mi sono fidata e ho chiesto loro di risolvere il problema o di rimborsarmi il biglietto interamente.
Mi propongono quindi un rimborso (che comunque non era completo al 100%ma che io accetto per disperazione) inviandomi la seguente email

Dear Sir/Madam,
We hope this email finds you well.

Thank you for reaching out regarding your desire to rebook your flight to 25th of NOV. After reviewing the available options, we regret to inform you that rebooking the flights is currently not possible.

However, as you have purchased a flexible ticket, we can offer you a refund equivalent to the air ticket amount, which is 31.00 EUR and the rebooking fees paid for 37.98 EUR. To proceed with this refund, kindly confirm your acceptance by replying to this email. Failure to confirm within this timeframe may result in the closure of this case.

Additionally, it's important to be aware that within 24 hours of your flight, the flexible ticket option will not be applicable, and changes will not be permitted using flexible ticket. We appreciate your understanding and cooperation in this matter.

We appreciate your understanding and cooperation in this matter. If you have any further questions or concerns, please feel free to reach out.

Dopo oltre un mese io ho ricevuto solo un rimborso di €37.98 e non ho ancora ricevuto il rimborso di €31.00 promesso

Sempre più frequentemente dalla piattaforma Booking.com si effettuano prenotazioni e poi l’host cancella a ridosso della partenza la prenotazione creando disagi e difficoltà all’utente per trovare un soggiorno di pari categoria e costo. Booking segnala alternative non adeguate e la possibilità di prenotare con rimborso del prezzo da parte di booking non è chiara. Segnalo infatti la scorrettezza dell’’host Happy Home Eeklo Centre a Eeklo in Belgio che ha ricevuto la mia prenotazione il 19/5/2024 e il 18/11/2024 cancella la prenotazione perché ha ricevuto un’altra prenotazione su altra piattaforma! Scorrettezza da parte dell’’host e gestione complessa con tempi di attesa messianici da parte di booking con necessità di scrivere e-mail fare telefonate .. un gran disagio e perdita di fiducia nella piattaforma.

More and more frequently, bookings are made on the Booking.com platform and then the host cancels the booking close to departure, creating inconvenience and difficulty for the user in finding a stay of the same category and cost. Booking reports unsuitable alternatives and the possibility of booking with a refund of the price by booking is not clear. In fact, I report the incorrectness of the host Happy Home Eeklo Centre in Eeklo in Belgium who received my booking on 19/5/2024 and on 18/11/2024 cancels the booking because he received another booking on another platform! Incorrectness on the part of the host and complex management with messianic waiting times on the part of booking with the need to write emails and make phone calls... a great inconvenience and loss of confidence in the platform.

We booked an apartment in Manchester through booking.com’s website for £140 for the night. When we arrived at the property the bed was unmade, there were dirty towels on the floor, dirty dishes in the sink and an empty condom packet on the floor. We called the host’s phone number several times but received no reply and had to book a room at a hotel which was very expensive because the rugby league cup final and Manchester half marathon were on: £340 for one night. We sent booking.com evidence via photos, call history and the hotel bill. They replied with a generic message and we had to contact them twice more for them to tell us they couldn’t get hold of the host and they would send us a £25 refund. The representative we spoke to after phoning them was polite but said they are not authorised to pay more than that and his manager would tell us the same thing. I would strongly advise anyone to avoid this company as you don’t know what state the property you book through them is going to be like and they wash their hands of you if there is a problem. Check out other similar reviews if you think this is just a one off
Jan, Twickenham