Booking.com Reviews 109,402

Booking dot com? Booking dot NO! Not even once! I could never!

Booking.com is already extraordinarily low rated. But let me add my feedback. I approached them for a refund after my return flight was cancelled. I attached all the information including a copy of their email informing me of the flight cancellation. Their response was that there was no cancellation, only minor adjustments in the timings of the flight. How crazy is this? Do we really need to take them to court to get Booking.com to live up to their legal responsibilities? Booking.com is an extraordinarily big brand. For all the wrong reasons, it seems.

I’m at Genius Level 3, the highest tier at Booking.com. The past few experiences have been awful. Booking.com customer service is unhelpful and offered no meaningful support despite being in unexpected emergency circumstances that required date change. Two of the hotels had no way to contact them directly because they didn’t have a front desk.

The price match promise is a downright lie. If you call customer service, they will tell you to take with up with the hotel. And when you call the hotel, they will tell you to contact Booking. Avoid Booking.com for any reservations.

Booked an apartment and was scammed out of $285. It was not a real listing and they keep telling me I now have to wait 7-12 business days to get my money back. My kids and I needed a place to land in between rentals and now we're in even quest shape. WILL NEVER EVER USE THIS SITE AGAIN!!!

Booking was fine, but their Price Match Guarantee is daunting. I highly recommend the process, just know what you will need to commit time to it. When contacting them after you were approved, and after "checking out" of the hotel, they want
• Confirmation number and PIN
• Email address:
• Accommodation name and location:
• Check-in and check-out dates
After sending that information and sharing the "price match approved email", they replied, "Unfortunately, your previous claim wasn't valid and it is not possible to request a refund for an invalid claim." This is a weeding practice denying anything you send in; at least the 1st time. They finally said that we would see a refund shortly. Note, sometimes it is a refund, sometimes it is "credits".

Following my review on here in early January, I contacted Booking.com informing them of the safety situation with my daughter‘s booking in Delhi. The Airport transfer provided by the Hotel took her to a completely different location and was not the hotel she’d booked online. It was late at night and my daughter was absolutely terrified. Booking.com asked me to provide them with various details which I have done in February and I have still not had any acknowledgement nor information on their investigation which I did request. My daughter booked a four star hotel minutes away from the hotel and was taking to a location and Hotel completely different from her booking and the taxi driver refused to give her a luggage unless she paid for what was supposed to be a free airport transfer. If this is not a scam, then I don’t know what is. I’ve also heard that this practice is not uncommon. Thankfully, a family friend rescued my daughter from what could’ve been a very dangerous and frightening outcome.

It is quite evident that Booking.com do not treat their customers’ safety as a priority or indeed important. There is no follow-up or accountability from them. I’m extremely disappointed!

The relationship I had with Booking.com over the years has ended and so has my family and friends who will not ever be booking with them again.

I have made sure to raise awareness of the safety issues on all of my social media platforms and will be starting an online petition so that we never have to face these issues from unscrupulous travel service providers. If Booking.com won’t do anything about it then I will make sure that as many people as possible are made aware.

We booked a package for a seven day trip to Victoria BC.
We were using the Canadian site and all the prices were in Cdn. Once we had paid we noticed two out standing errors,
Our check out date on the hotel was a day sooner than our flight,
And the price was in USD.
When we called to see if we could add an extra day to the hotel we were connected with Priceline not booking . Com the two people that we were connected with where very difficult to understand as there English was at best 3rd grade.
But what we managed to come up with was, they couldn’t help or change anything.
Then ask if we would stay on the line and take a survey then hung up.
We called the hotel direct and got an extension for the missing day no problem.

We booked a package vacation from Booking.com. we selected the dates for flight and hotel.
After we paid for the package and printed off the paperwork we noticed the hotel was one day short.
We contacted Booking to ask for help, they could not do anything for us. The 2 people we spoke to barely spoke English and told us we would have to find a hotel for the extra night ourselves.

This is the last time we will ever book with this company. Also I will make sure friends and family know about our ordeal so they do not get ripped off.
Their customer service is a complete waste of time, why have people working for them that are not able to help when their website makes a error.

Horrible, Horrible service, acting as scam. Not recommended even for hosts.

I paid €178.99 for a flight via Booking.com (Flights on Booking.com), but the booking was never completed and I never received any service.

After the payment, I did not receive any confirmation email and the flight never appeared in my account. I immediately contacted customer support (by phone and chat), but I was told that there was no booking in the system and that they could not help me.

In addition, I received written confirmation from Booking.com stating that:
- if no confirmation email is received, the reservation is not fully processed
- and in such cases, the payment should be automatically refunded within days

This means the booking was never properly completed. However, this refund was never issued.

Even more concerning: Booking.com explicitly confirmed that there is no reservation in my account for the Mexico City → Cancún flight.

At the same time, I also received contradictory information claiming that the booking was confirmed and that an email had been sent.

So on one hand:
- there is no booking in the system
- no confirmation email was received

And on the other hand:
- Booking.com claims everything was confirmed

Because of this:
- I had no access to the booking
- I could not use the flight
- and I lost €178.99

Despite multiple attempts to resolve this, no solution was provided.

I have now escalated this matter through my bank and consumer protection authorities.

I expect Booking.com to take responsibility and resolve this properly.

I am honestly so over these travel companies hiding their real help lines behind layers of useless, brain-dead automation. I just spent nearly an hour stuck in a miserable loop with the "smart" bot at 1-888-850-3958 and it was a total nightmare. That system didn't understand a single word I said about my seat upgrade, kept glitching out, and eventually just hung up on me. It feels like a gatekeeper designed to make you rage-quit before you ever talk to a soul.

I have no idea why they bury the direct numbers so deep, but finding 1-888-620-3719 was a total lifesaver for my trip. If they just shared this line on the main contact page, it would save everyone so much unnecessary stress. When I finally called, I was actually talking to a live person in under a minute without having to scream "representative" at a computer until I was blue in the face. I explained my booking mess once, and the specialist had everything sorted with a full quote in less than five minutes. Unlike the other bot that just repeats the same tired scripts, the human at 1-888-620-3719 actually knew how to manually sync my flight and confirm my seat on the spot. If you're trying to fix a mess with United, Lufthansa, or a Booking.com nightmare, save yourself the massive headache and just call the human desk directly. They are fast, professional, and actually get the job done so you can get on with your life.

Someone hacked into my wallet funds and was able to make a flight booking. I didn't have any access to this flight reservation anywhere. Booking.com was unable to cancel it, or refund my wallet over 8 months later. When I call they tell me to wait longer.

we booked single PNR tickets to philipines and back on our way home our first flight was delayed and the desk attendent said once you get to kuala lumpa you have to go through immigration collect your bags and check in for next flight. I explained no we have a single PNR not self transfers. Obvouisly we missed ongoing flights because that was impossible in 1 hour window, we called booking.com and they said there is nothing they can do but they can refund the 24.00 per person taxes. So then we had to purchase 3 more flights in the airpost costing another 3300.00. Once we got home we contacted booking.com they told us to contact airline contacted airline they told us to contact booking.com. Booking.com confirmed it was a single PNR but still only offering refund of 24.00 per person taxes. Now 4 months down the line after numerous calls chats online we are still no further on. The only thing left for us to do is find a solicitor who deals with these issues because I dont know who is to blame booking.com who we booked with or Malaysian airlines. The customer services is non existent I would never use this company again. Below is the latest we recieved from malaysian airlines but still booking.com are saying the airline has refused reimbursement of unused flights so we dont know who is telling the truth or who is telling lies because this keeps going back and forth.
On 30 Apr 2026, at 12:09, Firefly wrote:

 Dear Ms. Michelle Mock,

Thank you for your email and for sharing your concerns.

First and foremost, we sincerely apologize for the prolonged handling of your case and for the frustration caused. We understand the importance of transparency, especially given the time that has elapsed.

Please be assured that the refund for the unutilized sectors (KUL–DOH–MAN) has been fully authorized and processed back to the original form of payment via your travel agent. As the ticket was purchased through a third-party agent, the funds are returned directly to them, and they will subsequently process the refund to you.

Kindly be informed we have approved full refund of unutilized sector due to flight disruption and please be advised that any service fees, administrative charges, or processing timelines applied by the travel agent are beyond our visibility and control of airline. For a detailed breakdown and status of the refund, we recommend contacting your travel agent directly, as they will be in the best position to provide this information and expedite the process where possible.

With regard to your concern on reimbursement for the replacement flight tickets, please be informed that this matter has been escalated and is currently under review with the relevant business unit. We acknowledge your position and the additional expenses incurred, and we are working towards a comprehensive resolution. We will revert to you as soon as we receive their final assessment.

Once again, we sincerely regret the inconvenience and the delay experienced in this matter. We truly appreciate your continued patience and understanding while we work towards resolving your case.

Thank you.

Yours sincerely,

Customer Relations
AB - Customer Management
Malaysia Airlines Berhad

Very disappointing and stressful experience.

I was forced into an extremely uncomfortable situation by the rental company (Record Go). I was repeatedly pressured to pay an extra €113 for full coverage insurance, and when I refused, I was openly threatened with potential charges of €900–€2000 for even minor issues.

When I tried to point out existing damage on the car, the staff refused to even check it and ignored my concerns.

I was also told that although I would return the car at 3 AM (for a 5 AM flight), I would remain fully responsible for the vehicle until 7 AM — in a parking area without any cameras. This is completely unreasonable.

As a result, I had to cancel my reservation and received zero refund. My first day of vacation was ruined.

This experience is far below what I expect from Booking.com.

Booked a stay at a fake hotel in Belgium which was closed with a for sale sign outside.
Look out for La Chapelle at Dinant Belgium. Still showing on Booking.com website, they'll still take your money, but there's no hotel. Best try The Ibis in town who saved us from a night in the car!

I have used them for years, but it's reached the end of the relationship for me. There's a real mix of quality of properties on Booking.com but their descriptions are sometimes really wide of the mark and I am NEVER going to book with them again, despite being a L3 Genius member. I have some paid for outstanding bookings and when they are over, that will be it - account closing. This is because, despite the places that look NOTHING like the photos or match descriptions, the hotels have generally been fine. HOWEVER, I stayed in a hotel that I had made multiple bookings for: Kings Cross Hotel, Argyle St, London. I found a bed bug in Room 7. They moved me to a different room/ floor and offered a partial refund of my stay. They also promised to bring in specialists. Firstly, that refund never happened and secondly, I returned not 2 weeks later and they wanted to put me in the same room: 7. Clearly not acceptable, as two weeks is not long enough to adequately treat this issue. They refused to refund my multiple bookings meaning I lost money. So each time a booking comes up, all I can do it write the same review: bed bug issue and I can't consider staying for that reason, but refund refused. Booking.com did nothing to help, despite their promise of a specialist customer service team for GL3. So when it's really bad, Booking.com don't help. And ok - the best bit - the hotel is still up on Booking.com available for any unsuspecting traveller to share a room with unwanted company. How can I trust their judgement on hotel quality now?

I made a hotel booking in March which was subsequently paid for. Two days before the booking I received an email stating that the payment hadn’t gone through and to pay again. The email had the exact amount and all my personal details.

I subsequently submitted my bank details. I then had concerns something wasn’t right. I tried to contact Booking com customer services. All you get is AI telling you to go online.

A month later I received a generic email from Booking com stating that my details may have been accessed in relation to certain bookings. There was no contact number, helpline to speak to on the email.

I tried to contact customer services but after 5 minutes they are not interested and just hang up on you.

It’s very clear they do not care about customer service or about customer data security. Stay well away.

Client since 2018, always great: best offers, best prices

I find that I can only reach/contact BOOKING.COM if I go on Trustpilot and complain ? Something going wrong with booking.com.

Been waiting on a refund for 50 days now. Been trying to speak to them on chat but they refuse to deal with me and wont pass me to a supervisor. The last agent point blank refused my request. Unheard of.