Booking.com Reviews 109,396

God awful experience booking and trying to cancel they never sent a confirmation email trying to play phone tag you absolutely cannot talk to a human everything is ai then playing email tag with 50 different people to tell us our reservation is canceled with no charge to then being charged 325 dollars with zero chance of a refund , would suggest you use Expedia or any other website before even thinking of using booking.com

As a Genius 3 customer on Booking.com, I am appalled by the treatment received from Gotogate. My flight was cancelled, and I have written confirmation from their support team promising a refund. Now, they are backtracking and demanding that I pay a 'penalty fee' to get my money back in cash, or forcing me to take a voucher.

This is illegal and an absolute scam. They are withholding my money (including baggage fees) despite the airline authorizing the refund. I have all the screenshots of their contradictory promises. Avoid this agency at all costs if you value your money and your rights.

Made a booking for hotel in Cardiff they had no record ended up with a room with no wi-fi television or phone to reception
When we pointed this out apparently neither the hotel or booking.com have taken any note or responsibility
Very poor service

This review is from a Genius Level 2 customer. I had a terrible experience about a month ago. Their customer service staff are very irresponsible, and the company is untrustworthy.

I had a bad experience with my last accommodation in Albania. The property changed my 4-night stay to 3 nights and also charged me an extra €40. When I complained, Booking.com told me to book a new accommodation and said they would refund both the extra charge and the new booking.

However, when I returned to the UK and contacted them again, they responded as if they had never made that promise. They told me to contact the property, but the property (Artistic City Hotel) never responds it’s a complete scam.

In the end, I did not receive my refund and got no response from the property either. I will be filing a case, as I have all the conversation evidence.

If I could give them a 0 I would. Booking.com is a scam and are quick to take people's money. They took £23.66 from me for a free cancellation. I rang them and told them what happed, they went through what I needed to send them as proof. I did all of what was required and still it was not enough.

So be careful. Go with Hot.com instead.

I will never use their services again. By far the worst customer service experience ever. It’s a shame though because it seems like they don’t care about their frequent customers. Three weeks after making my complaint and I still haven’t heard anything. Called back to get an update and the agent was mocking me. And answering my questions with a question was was super strange but it seems like the norm to them. I will take my business elsewhere. They ought to be ashamed of themselves. Half of the agents you speak to don’t have a clue what they’re doing.

Booking.com cancelled my accomodation a day before the trip and never gave me my money back. When I complained they said I need to contact the property directly and blocked me from contacting them again.

Had an awful experience with property due to severe cleanliness issue. Booking.com customer service are probably the worst I’ve dealt with. Did nothing to resolve complaint. Put me on hold then cut call off several times. Owners of properties have no accountability as if they ignore booking.coms emails they don’t have to answer anc nothing is done. Booking.com delete negative comments on socials and don’t post negative reviews on their site

I couldn't believe that it is possible to put a fraudulent listings on booking.com. I cancelled within the timeframe and they won't give me a refund. more than 2000 euros.

They list a lot of properties in London who you can’t trust. Three of them cancelled my reservation last minute. Two of them lied saying I was a no show and kept my money. I had to waste a lot of time phoning customer service to sort it all out

ive had to write a review before the actual trip, being on the phone for over 3 hours and getting nowhere (on hold for over a hour and STILL waiting for a manager to call back I have gave up well done booking.com I give up

Wow!!! What an eye opener. I have naively been using Booking.com. I recently used then to book a room at the econo lodge in Florence, SC. IT WAS DISGUSTING!! in terms of bugs, dirt, broken appliances. I wrote a review, attached pictures and very factually and professionally explained the experience.
Mush to my surprise, Booking.com blocked my review for unknown reasons. And it was a true joke when I tried to contact booking.com. Unable to do so, even when I requested a call back on their website.
And now I see all of the negative reviews regarding booking.com.
STAY AWAY!! They are unprofessional and very dishonest!!!!!!
All of the reviews I see regarding Booking.com are indeed a reflection of what i experienced. As I said, and others before me: STAY AWAY!!!!!

Booking.com supports substandard housing and fails its customers
​
​I am extremely disappointed with the lack of support and accountability from Booking.com. I stayed 19 nights at The Manor Residence in Kuala Lumpur under unacceptable conditions. The apartment was filthy, I found cockroaches in the unit, and both the bed sheets and mattresses were heavily stained.
​The situation was made unbearable by constant construction noise starting as early as 7:00 AM. This was not just a minor annoyance; I work online and my two teenagers were attending online classes. The noise made it impossible for any of us to work or study properly. Furthermore, the swimming pool, which was a key reason for our booking, was closed for renovations during the entire stay without any prior notice.
​Despite reporting these issues with evidence from day one, Booking.com acted as an accomplice to the host. They refused any relocation or fair refund, offering only a derisory compensation of 280 MYR. This is insulting considering the total price paid and the severe impact on my family’s work and education. Booking.com clearly prioritizes its commissions over the safety and well-being of families. I strongly advise travelers to be cautious, as their customer service offers no real protection when things go wrong.

Even one star is too much.
I booked a flight ticket from booking.com. 7days before flight, I cancelled it with hardship and many efforts finally. I had bought also insurance coverage. I asked booking.com to refound, at least for extra baggage. There sent us to Xcover. Xcover sends us to booking.com.
We got no refund and spend too much time for the whole process. I never recommended them.

Booking.com was no help whatsoever when we had a serious issue with our booking.

I was a customer for many years with around 20 bookings without issues. The one time there was a problem they were not interested in helping. So I am no longer using them or any of their other brands like Agoda, Kayak, or Cheapflights.

Absolutely disgraceful experience with Booking.com.

I booked accommodation through Booking.com for a major event weekend, and the host cancelled the booking. Booking.com never properly informed me. Even worse, the Booking.com platform continued to show my booking as confirmed right up until the day I was supposed to check in.

I only found out there was a problem when the property itself notified me that the booking had been cancelled. By that point, I was left scrambling to find last-minute accommodation during one of the busiest and most expensive weekends of the year.

Booking.com then told me that if I made another booking through their platform, they would reimburse the price difference. I did exactly what they asked and provided the requested booking details and invoice information multiple times. Instead of resolving it, they kept rejecting information, ignoring parts of what I sent, and dragging the process out.

This is not just poor customer service. This is a complete failure of responsibility. Booking.com took my booking, showed it as confirmed, failed to notify me of the cancellation, left me exposed on the day of check-in, and then made it painful to claim the reimbursement they said they would provide.

I would not trust Booking.com again for any important trip. A confirmed booking clearly does not mean much if they can let it be cancelled without properly notifying you, then leave you to clean up the mess yourself.

I booked a hotel bar one Liverpool I had to cancel this booking and cancelled it with the email address provided that they had sent me to confirmation on of my booking I also phone the hotel to let them know Three Days Later the email bounced back saying address not found to my horror money's taken out of my account shared between booking.com and the hotel in Liverpool in keepers collection none of them take responsibility for stealing my money but it has gone to booking.com a no doubt in keep his collection will get their share I cancelled this and booked it in good faith I find this must happen a lot I demanded my money back and I haven't even got an answer or a sorry or anything think twice before going through booking.com or staying at Bar One Liverpool in keepers collection

Horrible customer service, I booked a place in Dubai and it was a scam, the place doesn't exist, and booking.com is refusing to refund me any money, they told me its your problem to book a place without reviews! the took the full amount! and refused to refund any!

6383880976 Confirmation number.
I booked a trip on April 15th- for April 18th. Canceled on April 15th well within my cancellation date. I still haven’t received a refund. I have made three calls over the last 15 days. Each time told to wait until today they told me they weren’t sure why escalating my call to finance and then…..you guess just wait a few more days( or up to seven) . I gave up, disputed the charge with my credit card company. Ridiculous

​"Loyalty means nothing to @bookingcom. Locked out of my Genius Level 3 account for 31 days by a 2FA bug. Phone support hangs up, DMs are ignored, and unknown phone numbers were suddenly added to my profile. A masterclass in bad service. #bookingcom #badservice"