Booking.com Reviews 109,399

Booking.com used to be reliable, but my recent experience has completely changed my view.

I booked a rental car through them (OK Mobility) and was later charged for a “missing” V16 emergency beacon — an item that was never mentioned in the rental agreement, not highlighted at collection, and not something a customer would reasonably know to check for. Despite this, the charge was upheld.

What’s most concerning is Booking.com’s response. Rather than questioning the legitimacy of a charge for an item not referenced in the contract, they simply defaulted to the supplier’s position and placed the burden of proof on me as the customer. This is despite clear evidence that the item was never part of the documented agreement.

Even more troubling, this does not appear to be an isolated issue, suggesting a pattern that Booking.com seems unwilling to challenge.

Booking.com presents itself as a trusted platform, but when something goes wrong, they take no real responsibility for the vendors they promote. There is no meaningful investigation, no escalation, and no protection for the customer — just a blanket deferral to the supplier.

I’ve spent thousands through Booking.com over the years, but this experience has shown that if a supplier applies a questionable charge, you are entirely on your own.

I won’t be using Booking.com again. Given this and their awful ratings I suggest you don't either.

We had a confirmed reservation made at the Franklin hotel in London with Booking.com. At arrival in the hotel, at 12 p.m. ; they asked our passports, acted as if they were signing us in. Then, suddenly, we were told they had no room available and had already organised another hotel; the Pelham hotel, supposedly another 5 star hotel as well. We objected. That hotel was not at all what we wanted. I could not reach Booking.com te help us: I tried all phone numbers I could find; they all had a tape on, apologising there was a technical problem. I find that for such an organisation UNTRUSTWORTHY! It spoiled our stay. And they quickly (sneeky) changed the booking into: cancelled; but I had taken a picture of the confirmed status before they did.

Made a booking at a Manchester hotel (Hotel346) and on arrival discovered that the hotel was fenced off and out of business. Reading reviews I saw that I was not the first person to discover this. Booking.com is still taking bookings for the place and will not refund until they have spoken to the hotel - which no longer exists. Efectively they are either assisting in or party to a scam.

Doesn't work. Fake.

Appalling. Just terrible. Security issues with my booking, now I don’t know if the hotel actually exists.
Whatever you do, I beg you, use another service there are plenty of better booking agents than this outfit.

I have been scammed twice by booking .com properties asking for payment outside of the platform. I also paid for a taxi from Alicante airport that didn’t arrive. I argued lengthily for a refund on the taxi and was told it would arrive within 10 days. It didn’t arrive. I asked why and in response they asked for my bank statement.
Never again will I use this site.

Made a cancelation on their site. I was not sent an email or any confirmation. The site indicated my reservation was canceled and I could not click any further. The hotel never got a cancelation and charged me for a No Show.

I had to call their help desk 6 different times and still not resolution in providing me a refund for a cancelation i made in time.

I booked a flight with them Etihad was willing to pay me the cancellation of the flight and refund me. I've asked refund through this clown agency and still no money after almost a month even though my boyfriend with the same airline company - but different booking agency - got the refund asking for it after me. The're scammers and a bunch of incompetent people.

RUN FAR AWAY FROM THEM. EVERYTHING went wrong. I got insurance for the flights, and when I realized it was for the wrong date I went to change it. They asked me to wait until 2 days before my flight to change things due to Iran. I complied. Customer Service is a joke. The "we will get back to you shortly. A few hours." No, they didn't. It took them over a week. So we were forced to take the original flight as there were no flights with seats open that close to the date. So we missed the tour we were taking and the airbnb, had to get new ones, deal with the kids being heartbroken over the tours and what do they do after hours and hours...day after day of dealing with their "online support"? I basically got back this as a reply 'Ya, you did get the insurance, you were in the right time frame so we will offer you $201 of the $1000 your requesting. Sorry but sue if you must." Really?!!! This is a legitimate business? They do NOT care about you. I'd get emails from them asking for a reply from a NO REPLY email. So they make you go through "customer Service" nightmare and explain everything over and over and over. They want a lawsuit...they'll get it unless they pay me the $1000 they owe me. I'll continue to post my experience, no matter how many times they take it down. They cant even justify to me how they got $201 as i paid a LOT more for the flights alone for my kids and I. Nothing but silence.

DO NOT BOOK ON THIS SITE!! They have a lot of scammers and won’t help you get a place after being scammed! As I write this I’m sitting in my car with a 3 min old due to me spending my last on a place on booking.com….. please do you research if you don’t listen to what I’m saying!!!

After using Booking.com for many vacation rentals, we will never use them again. We had a horrible, horrible vacation rental. That was falsely advertised. When we contacted Booking.com they were of absolutely no help and told us to contact the owner. Which we did to no avail. Booking.com claims they have their customers best interest at hand. This is such a lie! Highly disappointed in Booking.com

I used the site to book a trip. Typed the destination in the search and told me the closest property was 14 miles away. Booked it. When I left the property was actually 325 miles away across the state. Their map was wrong. Customer service had me on hold over 2 hours. When I got help they said they’d do an investigation and found their map wasn’t wrong correct. I provided screenshots and video evidence so they admitted that their website was wrong. They told me I still didn’t get a refund because it’s my job to double check all their claims they make on the website to ensure accuracy. Stuck me with a $638 bill for their mistake.

NEVER book with booking.com. I booked a hotel that was advertising transportation services to a local event we were in town for. When we arrived the service had been canceled and the hotel offered us a full refund. However, since I booked on booking.com, the hotel couldn’t do anything without contacting booking.com. Customer support has been anything but helpful, wasted hours of my holiday on the phone back and forth, and after 4 days of this nonsense, have STILL DONE NOTHING. IM FURIOUS

Absolutely awful customer service, that didn’t respond to me, despite multiple messages & emails. The hotel cancelled my booking through their website at the last minute. The one and only alternative offered to me for the 5* hotel I had booked in the centre of Venice, was a 1* hostel with awful reviews far on the outskirts of town. I had to book a hotel through another site the day I arrived in Venice & lost 100s of euros because of this. Until today no response & no apology.

AirAsia cancelled my flight, and I still haven't received my refund from Booking.com. It's been 4 weeks, and in the end, I had to open an Amex dispute. I now regret booking the second replacement flight with them. I didn't think getting a refund would be so difficult.

Everyone should avoid booking through booking.com
They are scammers and con artists that advertise places that ain’t open or not fit to be open and then do not refund your money when your unable to stay at the property because the property was that bad.
They do not try to solve your problem and keep putting the phone down on you.
They will not send any refund.
Trading standards and the fraud team need to look in to this company and investigate them.
FRAUD please DO BOOK WITH THESE!!!

I booked accommodation for 1 night, arrived at the address to find keysafe entry but wasn't sent code. Rang number provided - no reply. Sent message - no reply. Rang Booking.com - very slow process involving two calls and an email over two hours and eventually told they could not access the keycode and I would need to find another place. Payment was eventually refunded but had to pay much more for alternative accommodation. Offered partial compensation but this was never paid, despite repeated calls and evidence I submitted. Call handlers repeatedly said they would help but failed to do so. Truly awful experience.

So, I book in advance two nights, two rooms, 4 adults at the Lumley Castle.. Paid £737.80 for standard Castle rooms.
Two weeks later the same rooms on BOOKING. COM, same dates, same terms etc. The price drops to £546.00.
Customer service not very helpful at all.
They send a link to upload proof, then a week later let you know that they didn't receive THE PROOF mmmm?. then ask for it to be sent again, but the hotel page has gone, obviously no rooms at the same standard left.
So, I'm stuck with a 2 night stay costing me £200 more than it would if I had booked it later.
LESSON 1. If you book in advance on BOOKING. COM.. pay the extra for early cancellation.
LESSON 2. USE A DIFFERENT COMPANY.

I would have loved to give Booking.com 0 Stars but thats not possible. I booked a long flight via Booking.com and added 200€ worth of seat reservation for it. Then, my flight got cancelled and while they did refund the ticket price, they simply kept the 200€ for the seats. And then the ordeal began. First through horrible chats, where support employees sometimes simply left the chat after not responding to my question. Then months of me E-mailing them and asking about my money and them responding only with generic "please wait" answers. It has been over a year now, and I have still not received my refund. I will never book anything using Booking.com again and would recommend everybody to do the same. Horrible company with a horrendous support. By the way this is the first ever review I write - that might show you just how much i despise them.

Through booking.com, I chose accommodation (hotel) - a room with a sea view. It is important to me that the room has a view of the sea. I carefully followed the steps before paying that and additionally sent a message to the accommodation that sea view is what I want. I received confirmation that I got the room I wanted. However, after about a week, I receive a new message informing me that a room without a sea view has been booked (which is not true). When I subsequently looked for the ad again to see how it looked, the offer of a room with a sea view came up again and that only one was available (as before). I contacted booking.com directly and asked them to help me and explain where the error occurred. In the return mail I received, it was written that they would respond within 48 hours, but after 10 days, no one has contacted me yet. I wrote to them again, but without an answer. I am not satisfied with this unprofessional relationship and it makes me feel untrustworthy and insecure when choosing accommodation.