Booking.com Reviews 421

I booked a property through Booking.com and had to move to a hotel because the property was not as advertised. There was feces in the toilet, ants in the bathroom, hair in the bed, mold in the bathrooms, filthy kitchen. Despite reaching out to both the property owner and Booking.com, I was told that I wouldn’t receive a refund unless the owner agreed to release the funds. The owner won't reply to us or booking.com. I feel very let down by the lack of accountability and transparency. Booking.com should take more responsibility for the listings they host and support customers more effectively when things go wrong.

Booked a flight on Booking.com and when the airline cancelled the flight back in April I was told I would receive a full refund in 5-10 days. It is now 3 1/2 months and still no refund. And their customer service people are useless - not even sure they are human - droids who just keep saying they are "waiting for the airline to refund the money."

Pathetic service, my flight got cancelled by the airlines, but still I have been waiting more than 5 days to get my refund and after 5 days , I got a mail that only part of the amount I have spent will be refunded which is against the policy and the promise. Thank twice before you booking flights with them as both them and the airlines treating me like ping pong and sending me to each other.

We had a family trip booked to Phuket for September 10–30, but due to the ongoing conflict between Thailand and Cambodia, it's clearly unsafe to travel.

Booking.com has so far refused to provide a refund and is still “reviewing” the situation—something that should be straightforward when a country is on the brink of war. This is not a cancellation of convenience; it’s about protecting my family’s safety.

Hiding behind “non-refundable” policies in a time of potential war is unacceptable. Booking.com has shown zero urgency, no empathy, and poor customer care. I expected more from a global travel company.

I won’t be booking through them again, and I encourage others to use providers that actually support their customers in emergencies.

Due the delay of my plain of 9 hours a day before I canceled on request of booking,com and book an other flight with a other flying company, I was claiming when I was back , chat,mail and call them, but the give the same answers, we are busy with it, waiting on the flight company to return, we have escalated your claim to the right department, but when I ask a name of that department to contact , then I need to wait and everything is will be fine etc , now 3 months later no refund and no mails from them any more, its really embarrassing to work for that company and to lie every time.

0-Star Review: Frustratingly Slow Refund Process
My flight, booked through Booking.com, was cancelled by the airline back in June. I was initially told to expect my refund within 10-15 working days. However, that period came and went with no refund.
After multiple frustrating chats with Booking.com representatives, one informed me that the refund still hadn't been received by them. It wasn't until July 10th that Booking.com finally acknowledged receiving the refund from the airline and went thought their process Dept. and they sent a note to expedite the refund. Today, July 23rd, I was told they have "expedited again" the process for my refund.
It's incredibly frustrating how quickly money can be taken for a booking, yet how painfully slow and difficult it is to get a refund for a cancelled service. This drawn-out process and lack of clear communication have been extremely disappointing.

I advise you to never book a flight with Booking.com
and certainly never believe their ratings for hotels.

They are scam artists!!!! I Bought a flexible plane ticket from Doha, Qatar to Budapest, Hungary. When I tried to change the date and time (remember I paid extra for flexible ticket) Booking website claimed there are no flights available on my preferred date and same for the next 7 days. YET both the airlines website (in this case Qatar Airways) and Booking .com website offers all kinds of newly bought tickets for even less money.
Clearly, they are doing this to gouge you for more money.
Like most things these days the owners of Booking.com are scam artists. DO NOT TRUST THEM and DO NOT GIVE THEM YOUR MONEY
Take a look at the reviews on this website 95% are negative.

If I could give zero stars I would. I wish I had read these reviews before booking flights through booking.com. If you are thinking of booking flights through them, one word of advice DON'T. I paid for a 'change your flight' ticket. Even though I can see that there are flights available on the day I want to change to, I get told that there are no flights available on that day and that booking.com only has selected flights to choose from, even though I have given them dates for a whole week. They are always 'escalating' your query, but nothing comes of it. Never book flights through booking.com!!!

I’ve been trying to change my flight since I purchased a flexible ticket, but the process has been frustrating and lengthy. Over the past five days, I’ve had to engage in back-and-forth communication, receiving conflicting advice from different Booking.com representatives, which has only added to my confusion.

The last agent advised me to contact the airline directly and informed me that my change fee would be refunded within 48 hours. However, when I called the airline, I discovered that Booking.com had purchased the cheapest ticket on my behalf, which cannot be changed.

I then called Booking.com again and explained that I had bought a flexible ticket that should allow for changes. This time, the representative assured me there would be no problem, but mentioned that I would need to pay the difference—almost the same amount as my original fare. Essentially, I cannot cancel my flight, but they can rebook me on a new one, which doesn’t help at all. In fact, the total amount I would have to pay is now more than the basic price for booking a flight from scratch. I feel scammed throughout this process. I learned my lesson - Never again booking any flight with Booking.com

Wish I could rate for 0 star.

Bought 4 set of flight tickets on booking.com, kiwi & opodo and Kiwi & Opodo issued me a full refund straightly after a week confirming airline decided to cancel, completely fine as long as I got full refund.

Only Booking.com, kept my money since May and I keep chatting with a representative on online support weekly, they replied the same BS as still waiting airline confirmation for next step and insist to hold my money even I entitled and submited a full refund request at the begining of June.

Received an email on 25 June said they are finally arranged a refund which will takes 2-5 working days, fine as long as there is an outcome. And of course on Day 6 I still havent get what they have committed and instead I received another email saying due to my dispute with my card company they are now holding a pause and my money for at least 100 days.

Unfortunately I also work for an airline and closely with OTAs and PRs and this is not the normal procedure that airline handles the ticket.

NEVER book on this OTA platform again. Guess will need to esculate to Citizen Advice, CAA, ABTA, TTA, or even publication with journalists to get my refund, or simple keep my ticket as original as I still have plan to travel.

Every time I tried to book a flight they played a dirty game and increased the price just before I tried to pay for the tickets. So I come here to read other reviews and so glad i did NOT BOOK with booking.com's shabby setup.

Missed a return flight home due to connecting plane having mechanical difficulties, had to pay another airline to get us home. GoToGate (booking.com) after 2 weeks of correspondence, declined my request for reimbursement due to not fulfilling the ‘complaint timeline’!! Have been on line with them since I got back, their response is such a load of crock - has anyone ever been reimbursed?

Terrible experience – left stranded at airport with my child

I booked flights through Booking.com, trusting their platform for accurate updates. On the day of our return from Tokyo, I arrived at the airport with my child only to find out our flight to London had been cancelled — with no clear warning or update from Booking.com.

What’s worse, the day before the flight, Booking.com sent me a check-in reminder email, showing the itinerary as active. I checked their app regularly and saw no alerts. The cancellation notice apparently came from Gotogate (etraveli), but I never bought tickets from them directly and don’t monitor emails from unfamiliar addresses. No call, no SMS, no app notification — nothing.

As a result, I was left to urgently rebook a last-minute flight on my own. Booking.com washed their hands of responsibility, even though I purchased the ticket from their platform.

Absolutely unacceptable. I would not recommend Booking.com for flight bookings. Use a provider who takes responsibility when things go wrong.

Where do i even begin with this review.
So i booked flight through booking from UK to Italy to be told waiting for airline confirmation - within 30 mins later was refused with no explanation -(so i thought maybe the car was rejected)
Tried a 2nd time and used a different card ! Still stated the Same awaiting airline confirmation - 1 hour later this time rejected!! Still no explanation or any indication what on earth is going on..
3rd attempt on the day of travel between 6-7hours before the flight using another different card - This time i get an email stating were all set and good to go but still marked as amber waiting for airline confirmation !
I made a 3 hour drive to get to the airport in time to check in ETC got the checkin desk and recieve yet another email from booking saying its been refused once again!!
I then thought had the airline over booked the flight asking the check in manager stated no their was still over 20 seats available...
WHAT HELL ON EARTH process does booking use to book flights as never ever come across anything like this in 30 years of travelling, let alone not getting instant confirmation of a flight but 3 attempts and such significant delays.... Absolute worthless and il never ever be booking with booking ever again!

I think booking.com don't care from all I read here. It's true, because it's already playing out in my case after 1 month of cancellation they can't refund. Happily I once had same issue with same airline but through Trip.com, and airline refunded even bigger som through Trip. They enjoy scamming their clients it's time to put them out of business. I will not rest until I get my €1200 and if after 90 days I will demand very high compensation because airline can't refuse to declare the truth to an advocate. Guys stop sleeping get a lawyer don't leave your money for them no matter how small. I'm genius 3 with them now, but but from now on, I don't care paying more with others, no more booking.com ever and I will forever use my influence to put them out of the market they are thieves. There's is just too much proof. quite a lot of people with refund problem I don't care how much I will spend and how long it takes, I will deal with them, they are just operating as a legitimate scam company. there are reasonable people out here who knows what to do (I have proofs of tickets&cancellation) also several chats with their support they know they are lying.

I am still trying to cancel our flights to Mexico due to my husband's new cancer diagnosis. The flight is over 2 months from now! Both Booking.com, and Lufthansa have nothing to lose by refunding me my tickets, but no, each blames the other for not being able to. I paid over $4000 for these tickets to include a "flexible" ticket and insurance. No where does it say with a flexible ticket that you can't cancel. Also, the insurance company, XCover, lets you buy the insurance knowing full well that one of the passengers is German, and the insurance is valid for Americans only. What are the chances that a flight from Frankfurt to Mexico has only American citizens? They tell you after you buy! Rip off everywhere you look!

PLEASE PLEASE do not book flights with booking.com. After a heart attack and double bypass I cancelled my flights on my consultants advice. I was told the airline Thia air would not except a heart attack and double bypass as a good enough reason for cancellation and would not refund. Although I had not taken out insurance (I know) I was entitled to my taxes back (around £1000). After numerous phone calls and hours on hold I have still not recieved anything after 7 months all I get is they are waiting for the airline to refund them ( don't believe it) Thia air won't discuss as it was booked through a travel agent. So disappointed and could really do with the money as I am still off work ill ...........

I was going to book a flight on booking.com. Luckily, when I was about to make a payment, I went to the airlines website to check if there is a flight. Then surprisingly, when there’s no flight with that airlines on my projected travel date, booking.com said that there is a flight.

There are many booking sites like this , going through Skiplagged. Sometimes they book for you, sometimes they don’t. Watch out

I've been waiting for a refund for more than a year. They keep saying that the airline must first refund the money to them, and only then can they issue the refund to me. They say they can't reach the airline (Nile Air and Air Cairo). If you can't provide service for these crappy airlines, then don't sell their flights/tickets. Very disappointed in Booking. I would recommend avoiding them altogether.

I bought two tickets for my wife and I to Athens. I bought my ticket from Booking.com flights which is done by GoToGate. And bought the other ticket from the airline. The flight cancelled because of a strike. The other ticket I bought from the airline refunded easily in an appropriate time. The other ticket is still not refunded after almost a month. When I talk to the airline, they are saying you bought your ticket from the travel agency so you should contact them. And when talking to GoToGate, they are keep saying we are waiting for the airline to get refund to us first. In my opinion, what airline saying is right. But I shouldn't wait for GoToGate to get the refund from the airline first. But GoToGate should refund my money and then they can wait for the airline. They should also be part of the risk for the flight cancellation.