Booking.com Reviews

Phone call was for assistance on problem booking a reservation to The Gondolier Inn, Naples, Fl where I’d stayed at in March the last two years. April was very pleasant and spent time searching for information. She did confirm the direct phone number I used to contact, but mail box was full & could not leave a message for Katherine, owner. April did her best to help me, but not being able to locate or reach establishment leads me to believe it may no longer be in business?

We had to cancel a booking within the notice period. Booking.com was able to arrange a full refund! Great service.

I needed to add a wheelchair for my wife's flight, and I needed to add her TSA. I got a lady named Irish. She was very helpful. I want to thank her for her help. She was wonderful.

You make a booking they charge your credit card the charge appears in your statement. You get to the hotel with a confirmation number the hotel can't find the payment. Find the confirmation another payment. So you call Booking. They have AI and it’s the most stupid I ever seen. They don’t understand anything so when you finally get two hours later with A a human being they can’t resolve anything. So you are at the hotel with the pay reservations and no way to check in. How about.

Booking.com does it again! Last year booking.com advertised a property in Salinas, Ecuador, but booked me in a hotel in Nicaragua, 2000km away. No refund of course! Three days ago, a hotel advertised in Cochem, was in fact in Kleinwallstadt. This time I fortunately checked how far away it is from Cochem. A mere 220km away. Great job again, booking .com!!

We booked a property - Trevi Velvet House - through Booking.com in Rome. The location was good, the rest was a disaster. Communicating with the property owners was terrible; upon arrival there was no indicator that this was "Trevi Velvet" - no signs inside or out; others at the property were baffled and had never heard of it. When someone finally arrived [on bicycle] to let us in they showed us the room and it looked like army barracks - this was not even a 1 star much less the promoted 4 star. You walked right into any empty bedroom, in a very dingy 4th floor walk up. In all my years of working with booking.com I have never experienced such a fraudulent representation of a service or property. These people should be banned from the site.

Booking.com used to be a reliable service. Now it's turned into crap. It used to be possible to change reservations using a confirmation in email. That process no longer works. They force you to get a code in email to access the reservation. Problem is, when you get the code and put it in, nothing happens. You get the same screen over and over asking you for new codes, and wind up having to call customer service to get anything done. This was not the case a few years ago. If they don't fix this, I'm going to make all my reservations with Expedia, where I do not have all of these problems. Booking needs to fix this, and if that means firing the ** of some people in their IT department, so be it.

If only I had checked the customer reviews before booking! This is a terrible service all the way around. I had booked reservations for the Sheraton Agoura Hills on July 15, 2026 for an August 22nd event that was ultimately changed. I even bought insurance in case something happened as I have terrible luck. I cancelled the reservation on August 11, 2026 and received an email confirmation from Booking.com that my reservation had been cancelled free of charge. Then today, August 21, 2026, I received an email from the Sheraton in Agoura Hills that my reservation was still active!

I have booked in the past with Booking.com very successfully. Now that they implemented the AI powered agent there is no way to resolve an issue, since AI does not connect you to alive agent. There is an issue with emailing the existing reservation. Booking.com does not let me in to my account. I have been trying to get help - AI agent is not helping. What is a lot worse - AI agent just tells you that she is ending this call. I have been hung up on now 4 times. This is the worse experience I have had. I wrote in a chat - not response. No idea who to contact at this point.

Terrible. Dishonest. Worst company I have ever dealt with. Booked an apt in NY through Booking.com for daughter's 21st. It was not only an illegal listing it was a total scam. Booking.com did not listen, did not read reviews about customers turning up to no apartment. Eventually managed to get Booking.com to cancel it after untold hours on calls. I am still waiting for a refund almost 3 months after being promised, in writing, I would receive it. Have spent over 50 hours, 60 messages to them and over 50 phone calls chasing. If you have an issue with Booking.com they are the worst company ever.

I booked a hotel stay through Booking.com and the price online wasn’t honored when I paid in person. Nor did they have anything writing stating that the price would change if paid in person or online. When I called to ask about it, the customer service agent was giving me an attitude and it got me upset. Told me that I had to click pay now to get the booking rate. I explained that I booked the reservation using their website and it should apply. We went back and forth for a bit and finally I got frustrated with his attitude and hung up on him. DO NOT USE BOOKING.COM. I was charged FULL PRICE AS IF I BOOKED THROUGH THE HOTEL ITSELF.

I was charged $418 through their AI SYSTEM after multiple attempts to book a hotel and I booked through Priceline after I told Booking.com AI bot NO on looking up other hotels in my area. When I saw the charge on my credit card I called them and they refused to refund the money. I told them to listen to the recorded line and they can clearly hear the multiple failed attempts to book a room and me saying no on further rooms attempts and hanging up.

AWFUL!!! No assistance, no refund. We could not access the property, yet we were still charged. Booking.com provided no help or solution, but still keep our money.

The worst experience of my life, don't book through them.

I asked for a motel in Espanola Ontario. None of the options listed a state so I assumed they were on in Ontario. They booked me in Espanola New Mexico and when I immediately realized their mistake I called however they refused to switch to a motel in ontario and refused to refund my credit card. When I asked their AI assistant to connect me to a real person they said someone would be available in 20 minutes. I lost signal in northern ontario before anyone answered. Confirmation number **.

Deplorable!! We tried to cancel our one night stay at Mount Airy Casino the day of our anniversary trip due to flash flood warnings, tornado warnings, and possible hail in the forecast along our travel route. Our request was denied. Guess they care more about a dollar than their customers' safety. Will NEVER ever use them again. Much better off paying a little more and dealing directly with the place you are staying. At least they refunded me the tax 🤦‍♂️.

Total scam. Booked a date and they confirmed different date. Called back in 1 hour and they refused to change the date to requested time without fees. Very poor customer service and policies. Hotel contacted directly and was told this was a very common issue. Wanted to complain to better business but they refused to inform me of where their home office is located. I have book hotels for 45 years as a sales rep and this is absolutely the worst booking agency I have ever dealt with. Went to my bank to cancel all payments and rebooked with hotel direct.

A hotel in Northern California (the Gualala Inn in Gualala, California) has an October 2026 reservation for me that I am unable to cancel because I never received a confirmation number from Booking.com, have never received any kind of email from them re the reservation, and the reservation doesn't appear in my account when I visit their website. I've reached out to the hotel multiple times, but apparently they are unable to cancel the reservation and they say their Booking.com representative doesn't respond to them. I have been trying to cancel this reservation since March 2026. The 800 number is AI-operated and can't work with me without a confirmation number (which, again, I've never received) and keeps telling me to check my spam email or my online account.

I booked a hotel in Atlanta (The Georgian Terrace Hotel) through Booking.com for the recent World Cup. I paid in cash dollars on arrival plus a $75 deposit. They asked for a card as security as well. AFTER I left the hotel they charged $300 to my account which was not due. I contacted Booking.com. They repeatedly asked me for an invoice which I told them I did not receive from the hotel as it was a scam. I had to write to Booking.com 6 times to get them to write to the hotel. The hotel never replied. Booking.com didn't do anything about it. I continue to write to Booking.com and they just keep saying I need an invoice.

The process seemed simple enough, but then the red flags started showing up. When making the reservation it said we just pay once we arrive. Once we got there the place we booked (Blue House in Halifax) only took cash or e-transfer. No receipt option. The house was advertised on Booking.com to give more of a room rental in a descent house. It actually is a hostel in an old two story. The first room (double) was on the top floor. The whole place smelled. A lot. I wasn’t sure I’d be able to take it. There were no screens on the window in the room and it was hotter inside than out. We had booked our teenage daughter her own single room. The reservation showed that she would be in that room. The second room was in the other half of the house, to which we could not get a key. This one smelled like wet dog. The room was about 6 foot by 10.

Wife and I went out of town and we needed a room. We booked a room at 12 midnight at a hotel. We arrived 20 mins and found out the room was taken. Booking refused to give us our money back. Going to the BBB and leaving reviews to let everyone know to stay away from these scammers!!!

If I could leave zero stars, I would. Typically, I book my flights directly with the airline, but due to the multi city itinerary and the fact I was going with multiple airlines, I decided to give Booking.com try. Huge mistake! First of all, they talk about their great deals, but they aren’t any less or even the same as the airline because they have their little fees and charge you for things that you probably wouldn’t pay for if you booked through the airline. That is what it is and really I don’t even care that much about that. The have to make money too I suppose. My issue is this. On Friday, August 14th, I booked my flight. They promised a confirmation within minutes…at most 30 to 60 minutes. Three hours goes by and nothing.

By far the crappiest and most thieving company I have ever used. Stay far away. Typical dipstick EU company run by fools, illegals and elitists. I am still fighting for my $800 deposit back, even the property asked Booking.com to return my money. The customer service never replies. Sh!hole!!!

I paid for a motel and when I got there, it was closed. I called them to cancel the reservation and all I got was the runaround and bots.

Booking.com was a terrible experience. I booked my reservation a month in advance. They would charge me $900 to cancel 3 weeks in advance. They then cancelled my reservation 1 day prior by email and were only willing to provide up to 69 in additional cost to cover a rebooking. I had to wait for the refund of the first reservation, while paying again for the last-minute replacement of the new reservation. The new reservation was not at the price they offered me in an email. (so, I have the offer in writing) They told me they would refund the difference only after the stay was completed. (The whole time trying to talk to real person was very difficult, and when I did get a person, they had very heavy accent that was a struggle to communicate)

The customer service representative took the wrong information when I put in a hotel reservation. I asked for 1 queen suite for 2 nights but that charged me for 2 queen suites for 2 nights. I called and texted several times to get a refund and so did the property manager at the hotel but no response. Now I have to meetup with my financial advisor to rectify the problem and get a refund for what I did not order. I will never book with them again! They are a rip off booking company. Do Not use them.

Terrible. I made a hotel reservation through Booking.com and when my family arrived at the hotel, the hotel did not have our reservation and the hotel was completely out of rooms. We had to find another hotel at the last minute. I don't even know how something like that happens.

Do not book transfers with Booking.com!!! I had a problem, did everything in my power to cancel or reschedule transfer, was not sucessful and didn't get a refund. My train was delayed. After I got a cancellation notice and rebooked train, I called to a driver that was already provided to say that I'll be 3 hours late. He said to call his company that Booking.com used. Locally. I called them. They said to call Booking. I called Booking, the person who answered that they only provide problem solving for hotels, not transfers.

I am deeply hurt and frustrated by how this platform handles customers during a personal crisis. I had a reservation at Ocean View Lodge but suffered a medical emergency and was physically unable to travel. When the property refused to accommodate a date change or credit, I turned to this platform expecting them to step up and help a loyal user. Instead, they completely failed me. The customer service agents just passed the ball, dodged accountability, and hid behind corporate policy rather than trying to find a compromise. They proved that they do not care about the people supporting their business. They didn't just lose this single booking; they have permanently lost my trust and all of my future business. Be very careful booking through them, because if anything goes wrong, you are entirely on your own.

Reserved a booking for a stay in Whitefish Montana 6 months in advance and found out that Booking canceled my reservation with the property but did not notify me but still charged my credit card. I found this out 2 days before I was arrive. Customer service said "I'm sorry, we will refund you." No desire to help me with a new reservation or to compensate me in any way. I will NEVER use this service again!

We recently booked a tour for a Las Vegas trip only to find they charged a Foreign fee of $7.99. They claimed it was the credit card company's charge, which it wasn't. Any attempt to recover it fails.

Title: Booking.com allowed me to book a hotel that refused ** guests – poor customer service and no proper compensation. I made a reservation through Booking.com at Elysees Dream Beach Hotel-By AMARINA Hotels & Resorts. Before my trip, I contacted the hotel directly to confirm my reservation and was told clearly that they do NOT accept ** nationals. This restriction was NOT clearly disclosed on the Booking.com listing when I made the reservation. If I had not contacted the hotel myself, I could have travelled with my family and luggage and been refused check-in upon arrival because of my nationality.

Very disappointing experience. I was charged CAD $17 more than the price displayed on Booking.com. The amount was clearly shown in CAD, yet when I contacted customer service, they refused to take responsibility and simply blamed my bank without providing any evidence. If Booking.com displays one price, customers should be charged that price. Poor customer service and an unsatisfactory resolution.

Awful, stayed in a hotel that turned out to be a dangerous hostel. Became entangled in a serious incident whilst on holiday. They simply do not care. Refunds been refused. Avoid at all costs.

We chose a hotel on Booking.com. The pictures on booking.com were not pictures of the hotel rooms on-site. I knew the hotel we chose was a budget hotel and it may not have been the most comfortable, but what I did not expect was the drug use in the building. There were people using drug in the hallway to our room at the Comfort Inn and Suites Triadelphia WV. We immediately vacated the property for our safety. Booking.com could not come to a resolution with the hotel. Booking.com insulted my families value and safety with a $12 credit. That was what my families safety was worth to booking.com. Twelve bucks.

Booking.com has gone completely down the dumps. This used to be a reputable site for finding reasonable accommodations at discounted prices. Now it is increasingly filled with dilapidated properties using heavily edited photos and advertising amenities that are not actually provided. Customers book and pay based on those representations, arrive at the property, and discover they did not receive what they purchased.

Booking.com has been incredibly frustrating to deal with regarding a refund for an involuntarily canceled flight. The refund process was supposedly started weeks ago, but since then there’s been zero communication or updates. Whenever you try to get answers, they just blame the airline and pass the responsibility along. This seems to be a widespread problem; there are over 2,000 complaints online about Booking.com doing the same blame game and poor communication. For such a huge company, this is unacceptable. They should have better processes and be held to a higher standard. If you want timely refunds and clear communication, I’d look elsewhere. Even though it has the potential to be an amazing company.

The hotel we stayed at recently had a “4 nights for the price of 3” promotion. We stayed on the correct days for the correct amount of time and booking guaranteed the best price for us. Only to find out at the hotel that we had been charged the full price for all four nights! The hotel couldn’t do anything because we booked through booking. I’ve sent a message to their customer service but two days later, still no response. Because of booking’s failure, we paid around $400 more than we were supposed to!

Don’t buy from them.. they are thieves! We never received our refund from a flight cancellation that the airline confirmed refunded and sent the payment to Booking.com. Terrible customer service.

After using Booking.com for a long time, this last time, I received a post stay charge from the hotel. Booking.com prepaid the total of my stay July 26 - 29 July 19, as including all taxes and fees. The confirmation specifically said that if anyone tried to charge us in addition, to contact them. Hutchinson Island Plaza Hotel was upfront with their Parking fee of $15/night. They said it was supposed to have been mentioned in our confirmation with booking.com. I looked again carefully and no such information was there. I couldn't cancel my stay because it was already paid.