Booking.com

I am very pleased with Booking.com and their customer service. I recently used them to book eleven different properties on my European vacation. All but one of the properties were perfect. Unfortunately that one has a crook for an owner. When I returned I contacted Booking.com and they refunded some money I had to pay for parking I didn't receive at this property. Then the property stole $437.96 from me on my credit card. I again contacted Booking.com who just one week later fully refunded the money. Every time I called I had just a short wait and I like that you can contact them with complaints through email as well. I also wanted to mention that I had a past bad experience where a hotel said they did not have my reservations upon arrival.

When my hotel refused to refund a week in my card after I had been there for 3 months but had to leave a week early, I called Booking.com because it's where I made a reservation. The man was very sweet even though I was livid. He placed me on hold, called the front desk to attempt to negotiate my money back. He said they did they have a RIGHT to all my money. The man from Booking.com apologized and said he would refund me $25 just as an apology for the situation even though they have no control over the hotel refunded my money. I'm about to review that hotel on their website but I wanted to say that I appreciated the effort by the Booking.com rep and even the small $25 refund! First class service. Maybe you should run the hotel.

I booked the hotel thru Booking.com, and got confirmations from both booking.com and the hotel itself. I was going to arrive fairly late to my motel, 10pm or so, and told them so, I even called the motel and confirmed this, and they said the room would be held. When I arrived, they said there was a mistake, and all rooms were already given up. I was tired, and there were hotels about 15 miles away (which was the direction I was going). I did not want to waste time, I went on to the next place, and they had rooms. The room was $50 higher though than the one I had booked. I contacted booking.com, they apologized for the situation, (though I believe it was the motel's fault, not their's), and refunded me the $50 difference within one day. Excellent service.

I always used Booking.com for my hotel plans and only once they almost failed me. So I got a long distance tickets to travel the other end of the world thru Booking - Turkish airlines. In the middle of the trip, I had to come back to the US so I quickly purchased one way ticket back and called Booking to let them know that I am cancelling the return portion for my first ticket. The representative was nice and said that Turkish airlines will reimburse 400$ if I schedule another flight within 12 months but it must cost at least 700$ as total for the trip.

I have used the site before and found it very helpful. However, my most recent visit to Tampa, FL left me thinking wondering what process Booking.com took to properly vet the hotels they use. The hotel was HORRIBLE!!!! There was no indication that the rooms were outside access like a motel. The room was dirty and smelled. The first thing I thought of was that it looked like a place where prostitutes and pimps frequented!!! I went back to the office and requested a refund. The lady at the front desk gave me a “we hear that all the time” look and dismissed the charges. However, it took a week before the funds were returned to me. My family was able to find another hotel and we were told that they got lots of complaints about the hotel. I am hesitant to trust Booking.com to find a hotel after that terrible experience.

I am in the process of putting together a trip for a group of 14, something I'm trying to do every other year. I never have all 14 people confirmed yet when I start my planning, so I went on the Booking.com website to make hotel reservations for the entire group that were fully refundable with no pre-payment and had free cancellation up until a few days prior to arrival, with the knowledge that I can adjust the reservation once I have my group together. First let me say, I made two reservations the first day and both worked successfully...I was able to make the reservations with all the proper filters without a problem.

My card was stolen and a booking was made under the card, the customer service responded within 12 hours and agreed to cancel the trip without charges to my card, took care of any inconvenience and sorted it out.

I booked a taxi through the Booking.com site; it is their service also. I had a confirmation and communicated with them several times about pick up time/location at Krakow airport and name for the sign. However, when we arrived...no taxi to pick us up. We waited for over 30 minutes after we arrived thinking they were delayed. When everyone else had cleared the area and no additional flights were landing, this was 11:30pm, we found a bus and trolley and very nice local to show us the way to our hotel. Our hotel was a bit outside of the city.

I am the president of a travel company in which we book a lot with Booking.com, Hotels.com, AirBnB.com. This is by far the most unorganized, shady and unprofessional company that I ever dealt with. They cancelled my customers reservations without notice or explanation. When I called customer service they gave NO explanation and offered no replacement places for them. They could care less about the customers situation and could not give a reason for just randomly cancelling our customers hotel. There were no hotels to book and had to put in an Airbnb. Imagine if you're traveling and wary and get an email stating that your reservation is cancelled and you're getting a refund... With no solution or explanation. This is not the first time and they have BY FAR the WORST Customer SERVICE in the industry. They actually tell you to go to Hotels.com if you dont like what they do.. Crazy.

I booked trip to San Diego at this site. Should have known better, because this happened to me another time. I booked at price for $119 per night special rate, no need to deposit just hold it. Well they did not send me any booking numbers till after cancellation could not be done without night fee. When I got the email, it is $75 more than what it should be, so I called customer support. She was very apologetic and polite and telling me to be more careful when I book next time. I told her will never book with them ever!!