Booking.com Reviews 109,399

When booking.com attempted to take payment for a long-standing reservation, my credit card company flagged the tansaction as suspicous and blocked my card. I was given only until midnight to submit new payment details but didn't see booking.com's email until the next morning by which time they had cancelled my reservation. I am now faced with having to secure alternative accommodation one week out from my holiday and will be avoiding booking.com for any future requirements.
EDIT: To add insult to injury I've now had a scam message purporting to be from the hotel directing me to a fake Booking.com payment page. Fortunately I'm aware that this is a common occurrence with Booking.com, who blame the accommodation provider's security.. they can't all have security weaknesses.

Useless, 3rd customer service agent I spoke too. All of which have promised things and not followed up on them. I have been promised 3 call backs and none happened, I have been promised a refund for a price difference and now been told I can't have one. Your AI bot is useless and infuriating and booking.com should be ashamed by the abysmal customer service they provided. I will never use booking.com again.

I have used booking.com for years and the experience has generally been positive. Today however, I tried to make a booking. I received an email after submitting a payment to say the 'booking did not work'. But they took my money. I received a second email stating my money would be refunded if I did not contact booking.com within 30 minutes. I tried contacting them and was asked for my confirmation number for a booking that was NOT successful. Needless to say, I have NO confirmation number. It is impossible to contact booking.com and speak to someone/something that will help. I am advised a refund will be made within 7 to 12 days. Appalling customer service!!! Quite simply the worst of any online company I have ever used. They are every bit as bad as the scammers we try so hard to avoid. I will never use this company again.

I booked a flight for my wife and I last year through booking.com. The flight took place in August.
I cancelled the flight and asked booking.com for a refund as my wife got sick. It is now April 2026 and they have still not done anything. They keep telling me the same thing that the request is with the airline but they are not communicative and I have to keep following up. Shame on you all as you guys are looking for a reason to just take money from people. On both flights my wife's seat was taken by someone else meaning it was sold again.

I made a booking for a Hotel room, unfortunately during the period I was staying I have a Hospital appointment and need to cancel. Wishing not to inconvenience the Hotel I wanted to cancel the booking already paid for. Not requiring a refund I wanted to contact booking.com. First of all there is no possible way of contacting them without registering with them which means inserting my email address and waiting for a confirmation 6 digit number. Half an hour later I am still waiting for this to appear in my in box. There is no other way of contacting them that I can find after spending almost an hour trying to help this hotel to recycle this room availability. Why is it so difficult to contact them directly? They ask if I wish to phone but to do so need to register, ergo, Ouroboros is still dining on his tail.

Booked accommodation with FREE cancellation until 14 June. Cancelled the booking on 8 April. Cancellation policy states: full refund within 14 calendar days. It has now been TWENTY ONE calendar days. The property does not respond to any messages. Booking.com now claims that I have to read the PROPERTY'S cancellation policy. This AFTER one of their consultants confirmed telephonically that since the property had not responded BOOKIN.COM will process a FULL refund within 48 hours of receiving my bank statement. It has now been 3 days and they keep giving me the run around instead of processing my refund.

I booked and paid 100% for an apartment in Rome. (Eliseven Trastevere) after repeated unsuccessful attempts to contact the property to ask a question about luggage, I got in touch with Booking.com to try to find out what was going on. There the merry dance they took me on began. After fighting through the AI bot (I finally worked out how to get through to a human after many attempts) I spoke to 9 people, each one promising (some lying to me, some cutting me off, some talking over me, some just clueless) me something different in response to my request for a full refund. I will never use them again. Beware!! I have checked my bank account just now and the refund is there. I will now book direct with a property or use a different company. After using them for years I am so surprised at their lack of accountability and general total disregard for the rights of their clients. Horrendous customer service.

⭐☆☆☆☆ 1 star

Extremely poor handling by Booking.com.

My booking became impossible due to force majeure (flight cancellations and regional safety risks). The accommodation was willing to process a refund, but Booking.com failed to initiate the process and repeatedly hid behind a “non-refundable” policy.

Despite multiple contacts and escalation requests, they:
- Failed to act
- Failed to coordinate with the property
- Failed to provide any meaningful response

I was left dealing with conflicting information and no resolution.

For a company acting as an intermediary, this shows a clear lack of accountability when issues arise.

I have now had to escalate this through my credit card provider.

Very poor experience.

Don't use this service under any circumstances. They often get reservations wrong and do very little to help when you call them. When I called and asked for help, very nicely, I might add, I was hung up on twice. While their prices can sometimes be a little bit less than booking directly with the hotel, the price to pay for that is a lack of support and very poor customer service.

I wouldn’t give a star if I didn’t have to they are the worse. They never have anyone who speaks proper English and never resolve the issue at hand. I’ve been calling for my refund for weeks and yet have been able to receive it because they say they need a message to be answered from the property that I registered to stay at which I have proof the property sent the refund and have a receipt. I never agreed to terms and conditions of not being able to receive my funds unless the property answered an email but sent notice that they did refund me.

We booked a room for a night and when we got to the hotel the front desk told us there was no reservation even though it was paid for and confirmed. No phone number or email for customer service and it was extremely difficult.

Not Recoment for any business related travels. Useless customer service

I'm waiting for a refund since 25 February and still hasn't come because Booking.com says they are waiting for a response from the airline. So only then it's when they can proceed.

It's unbelievable

6927476233On arrival we were taken a back because all we saw was a sign for an Indian restaurant/ takeaway!!
Not The Villa!!
On entering we noticed that the carpet on the stairs was worn away and dirty. No light was working on the entrance to the room, the curtains were closed and on opening them we saw some of the blinds lying on the floor, the duvet’s were put the wrong way the studs were at the top the bed, it was a twin room but why was the duvets not the same colour and the two beds that were put together were at different levels, the toilet seat was unsteady, lights above the bathroom mirror didn’t work, no hair dryer, there was a sheet of blue paper sellotaped to the en-suite door, why?
On leaving there was no one there to take the key, we rang the bell many times but no response.
I spoke to a guy that was just leaving the car park and asked him if he worked there, No was the response from him and he said that his room was awful and couldn’t even open the window. We had a chat and said why are booking.com putting this place on their website?

I booked a hotel for eur400 but booking debited 4times!! I am trying to get refunded for 20days without success. NO ONE is helping… 1200eur is not a small amount and no one cares… I am speechless. I will try to get help via a lawyer.. but make sure to pay directly at the hotel and NEVER to booking..

Worse company to use for booking. They refused to reimburse my money after I cancelled my hotel reservation. These is simple abuse and greed .

I have been passed from pillar to post and given conflicting updates and no information about a flight refund. 40 days after I cancelled it on a ticket that was flexi. The responses are that they cannot tell me when or where my money is how much my refund is or when I will get it. Chat support end the conversation after you ask anything about the different information given.

This is a further warning to anyone contemplating using Booking.com, when it comes to booking a hotel in the UK.
Having made a booking through them for a hotel in Birmingham, and paying 'up front', I then had to cancel, due to personal reasons.
I notified the hotel in question, and they assured me they would contact Booking, and get my refund paid back to me.
The cost of a one bedroom in the 'roof' of the hotel which happened to be very nice, from previous experience, was quoted at £297.00, and I paid it as I said earlier, 'upfront'.
Unfortunately, I had to cancel this, due to personal reasons, so I called the hotel and explained. They were very co-operative, and told me they would contact 'Booking', and I would expect a full refund.
Well, over around nine days later, 'Booking' said they could not find my booking!, so I contacted the hotel once again, and they assured me they would sort it out.
As of today, I still haven't received any money in my current account, so I intend calling the hotel once more, and will keep you posted.
It would appear that Booking.com are happy to receive bookings, and take 'your' money, but seem reluctant to pay it back!!!
In this day and age, and with all this technology, you would expect the refund to be made within a day or two, but no, a crap company like 'Booking', are hanging on to my money, no doubt making plenty of interest on monies owed to many customers like me!
Just be warned, and don't fall for things like this, it's just 'illegal profiteering' at the public's expense.
I rest my case.

Reservé un vuelo con Booking para el 13 de abril. Booking me confirmó esa fecha, pero al hacer el check-in, la aerolínea decía que el vuelo era para el día 14. El vuelo del día 13 que Booking me vendió ni siquiera existía en la programación de la aerolínea. Tuve que comprar un billete de última hora 4 veces más caro para no perder mi viaje. A pesar de enviar pruebas (capturas de pantalla de la reserva de Booking vs. datos de la aerolínea), Booking se niega a reembolsarme, alegando falsamente que el vuelo sí salió. Soporte pésimo, correos automáticos y ninguna solución. ¡Exijo el reembolso de mi dinero y del sobrecoste causado por su error técnico!

I booked a flight through Booking.com for April 13th. My confirmation clearly stated April 13th, but when I tried to check in, the airline showed the flight was scheduled for the 14th. The flight Booking sold me for the 13th didn't even exist. I spent hours trying to contact support with no help and had to buy a last-minute ticket costing 4x the original price. Despite providing clear evidence (screenshots of the discrepancy), Booking refuses to refund me, claiming the flight departed normally, which is a lie. Their customer service is a dead end of 'no-reply' emails. I demand a full refund for the original flight and compensation for the extra costs caused by their system error

Booking.com double booked my apartment and i only found at when i was on my way to check in. Even the apartment owner was unaware of the double booking! Someone phoned me from Booking.com in Holland but i was unable to take the call so I called back and got an AI bot, who didnt speak English or understand my Dutch. I then called a number in UK, and kept getting put through to people who said they would call back and didnt, or put me on hold but didnt come back. I finally spoke to someone who found me a replacement for my apartment in Solihull in Cambridge or London! All hotel were fully booked in Solihull or were really expensive (£358 for a Travelodge) and they only would pay up to £50.02 for both nights combined. I found somewhere the first night, but ended up having to go home the second night as i couldnt find anywhere to stay that was reasonable. They gave me a refund minus a cancellation fee, and as of yet, i have had no response regarding the paying the difference in the price of the room. Overall a very disappointing experience but having talked to people, it seems that i am not alone in receiving poor service!