Booking.com Reviews

Don't use this site for any reason. I signed up to promote my short-term rentals, thinking it would help make things more fluid around here. It did not; all I got was double bookings, not being alerted when I had bookings, etc. I tried three times to cancel and remove my properties from their site, there is nobody to get a hold of, there is no customer service number, there is nothing. I have followed the steps to cancel three different times and guess what? I still get bookings and I'm unaware of them and now they're trying to charge me for a booking that never even showed up, nor did I ever receive the money.

If anything goes wrong with your reservation there is NO ONE to contact and you will never recover your money. Be very very careful about this scam company.

Terrible experience with Booking.com! Our stay at a hotel booked through Booking.com was awful for many reasons - we were given a dirty and smelly room near a street with loud traffic; we were awoken at 2 o'clock in the morning by a loud neighbor in the adjacent room; the coffee maker in the room was broken and didn't work; the bed was saggy on one side; there was a persistent smell of ** in the hallways. We checked out early due to the awful experience. Booking.com was unhelpful in refunding the second night stay. We called many times, were put on hold for lengthy periods of time (30-45 minutes), and then disconnected twice after we had finally reached a human customer service representative. We will never book with Booking.com again!

If I could could a 0 star review, I would. Our flight was cancelled due to weather, and Booking.com refused to revise my reservation to reflect this change in pick-up date, making us pay the full amount for the reservation instead of a pro-rated amount. Furthermore, I could a cheaper booking of the same car also from Booking.com and the REFUSED to give free cancellation so I could re-book at a better price EVEN THOUGH OUR FLIGHT WAS CANCELLED DUE TO WEATHER. Unbelievable. I'll never use this company again.

This third party is clearly in the business of taking your money. They do not assist customers in helping with full refunds.

I refused to check in at a place because both the location and the person who checked me in gave me an unpleasant feeling. I contacted Booking's customer service. Not only did I lose my money, but they also prevented me from leaving a review about my experience.

I’ve travelled with Booking for over 10 years and they have always resolved my problems up until now. I couldn’t get through to a real person to help me - their AI chat said my confirmation and pin were incorrect and they were correct. I had a future booking that I had to call through to speak to a person. The hotel said they didn’t have our reservation and we’re one month past the stay with no refund. We had to pay the hotel on arrival since they said they didn’t have the reservation as well as a new accommodation because the hotel was fully booked. Therefore we’ve paid 3x and no money back or resolution.

I recently purchased tickets to the Colosseum in Rome, Italy, through Booking.com. Unfortunately, the tickets were invalid, and I had to purchase new tickets at the Colosseum ticket office to enter. When I contacted Booking.com for a refund, they refused and instead referred me to the third-party vendor they had used to provide the tickets. The third party denied refund request. This was extremely disappointing and one of the worst customer service experiences I’ve had. Based on my experience, I would be very cautious about purchasing attraction tickets through Booking.com, as resolving issues may be difficult if something goes wrong.

Horrible... Horrible.. Customer service. Rental was trashed by recent storm and they wouldn't refund us. Yard was a disaster... Fallen tree broken chairs etc... Hot tub looked like it was full of staph infections. Inside the house... 6 inches of dust on ceiling fans... Place smelled dirty... Outdated cheap furnishings.... Never rent through this company.

I've been misled by hotels booked through Booking.com several times.

NEVER USE THIS WEBSITE. We put in our flight information and time of arrival. It was a late flight. He put in the information of the airplane and time of arrival. He got delayed and missed his car rental time along with other people. No representative was at the counter. The car rental place said to contact Booking.com and they refused to help or refund the purchase. Calling it a "No show" on my husband's end when it was a "No show" on the rep. This is not the first issue I have had with Booking.com. The previous time I booked a flight, got to check out, and it white screened. I checked my email and got no confirmation of purchase. Then I checked my card, and they charged me. Use any other site but this one.

I made a reservation for a hotel for 3 nights in South Padre Island Tx. I never got a confirmation I thought maybe the email was incorrect so I booked another room with the my correct email than I loaded the app and only one of the confirmations came up so I tried and tried to get a hold of anyone at Booking and try and cancel the first reservation, the only thing I got was an Useless AI person. They could not do anything because again, I didn’t have a confirmation, so I went through PayPal; that’s how I paid for it.

Unfortunately, Booking.com started supporting criminals, and involved to fraudulent schemes. They charged my card for the hotel where I've never stayed and refused to make a refund. They just stole my money. Personally, I stopped using this suspicious platform.

I have been trying for over a year and half to get my refund for a canceled flight. Have been getting the same answer no help whatsoever. They are thieves. I will never ever use them again!

I would strongly advise others to think carefully before booking through Booking.com for car rentals. My husband had his wallet stolen while we were overseas, including his physical driver’s license. Fortunately, he still had access to his digital driver’s license, which confirmed he held a valid license. However, because he no longer had the physical license with him, he was unable to collect the rental car. After spending a significant amount of time on the phone, including having to make an international call from Spain to the UK and waiting for a customer service agent, we were still unable to resolve the issue. We asked if the booking could simply be transferred into my name, as I held a valid driver’s license and was present to collect the vehicle.

Booking.com has the worst customer service I‘ve ever experienced. We went on a trip to another country, arrived there in the afternoon and wanted to check into our apartment. We couldn‘t (code locked entrance door). We called the property owners who informed us about a water leakage in the flat. The owners cancelled our stay. So we spent the entire evening calling booking.com again and again, spending hours in the telephone cue, receiving no help at all. We were promised alternative accommodations again and again but we didn’t receive any help.

Booking.com refused to offer a refund for a mould-infested hotel room in which we couldn't breathe at Hotel Plaza Caribe in Mexico. They need to wait for property to respond. Properties don't respond. Horrible service. Last time using booking.com. Absolutely disgusting.

On June 2nd, 2026 I contacted Booking.com and the tour provider in Jackson, WY and canceled one of the young children. I tried to contact Booking.com with the listed toll free number and was advised I would be assisted with Ai. Ai kept asking for my confirmation number and pin. Ai showed no record of the Tour and hung up on me many times.

When we booked a stay in Munich, despite the dates entered into the search, the site switched the dates to three days earlier. Unfortunately, this went unnoticed by us when we confirmed. I found this issue repeatedly and therefore thought I was being mindful of it each time it happened. Some user error for sure, but system issue as well. No consideration from Booking.com regarding the concern and no support from them in dealing with the hotel which never contacted us when we didn't show for any of the three nights we were expected.

We booked our room through Booking.com specifically because we needed two beds for our group: my parents, my child, and me. Unfortunately, when we arrived, we were placed in a room with only one king bed, which did not work for our family at all. The hotel was fully booked, so they were unable to move us to the correct room that night. We were told a room with double beds may be available the next day, but this caused a lot of stress and discomfort after traveling, especially since the reservation was made with the understanding that we would have two beds.

Do not trust this app! I booked a room through Booking.com for June 27th to June 28th. Because of a glitch in their system, the app automatically shifted my reservation to the next day (June 28th). Even though I paid extra for insurance, the moment the confirmation went through, I noticed the date error. I literally canceled the reservation within TWO MINUTES of making it and immediately used the exact same app to book a different hotel for the correct dates. You would think a 2-minute cancellation and instant re-booking on their own platform would be an easy fix, right? Think again.

Booking.com did not state that the rental car I booked would not be able to cross certain country borders. There is no way to filter the car search to only include the countries you plan to visit, so I had absolutely no idea that there would be an issue. I was refused the car at the counter and stranded in Barcelona. I had to book another car with another company for 4x the price (they only had a luxury car remaining). Never mind getting a refund for the car they wouldn't let me take, booking.com should do better than to leave their customers stranded. Tell us ahead of time if certain rental car companies do not permit border crossing.

Booked a flight and realized I had the wrong day so I immediately canceled the flight and booked another. Booking refuses to refund me for the one I canceled. The airline and my credit card said that only Booking.com can refund me. Total scam. The agent was Kim and from another country refused to put me through to a manager.

This site is by the worst. There is no customer support only AI. You can never get anyone on the line if you need help. I will never use their services again.

I will never go through Booking.com ever again! They refused to give me a refund when I realized I booked the wrong day on our hotel stay. I immediately called them after I booked it and they told me I had to contact the property. The property said that is incorrect and I must contact Booking.com. Long story short, I lost $120. We were traveling with my daughter, who has a seizure disorder who has been in the hospital for 5 days and we were traveling back from Cleveland Clinic in Ohio to Arkansas.

Horrible company. They don't make sure that the pictures are real. And even if they don't, you will never gonna get refund.

Booking reserved us a room at Lonesome Dove resort in Au Gres MI. I have asked for a refund and they responded by promising to investigate and get back to me in 48 hours. That was three weeks ago. No word.

The airline cancelled my flight and refunded it, but oh no they didn’t refund it to my card. You see, Booking.com takes your money and then proceeds to use a different card number to pay the airline and then when you need a refund, they tell you there is a $75 fee, all while you fight AI systems that can’t verify you and chat is the only way to do anything. This is a very deceptive way to do business, and good luck getting a hold of anyone.

I used booking.com for years. I was at "Genius Level 3" for a very long time, enjoying discounts on rooms, everything. And that's the thing, as long as everything is "going good", then it's going good. Well, my mother had to go to emergency surgery in Alabama. I booked a room at a Hilton where she was, then got on the 7 hour drive to get there. An hour into the trip, my Dad called me and said they were flying her to UAB Hospital in Birmingham. So I pulled off the side of the road, rebooked at another Hilton instead and requested cancellation.

Booked a room through their site. An hour or so later I realized I used the wrong city. Contacted the hotel and explained what happened. They said I had to contact Booking.com so I did that. They contacted the same dude I just talked to. He said they didn't have a manager to do a refund. So Booking wrote an email. I didn't hear back for a couple days and reached back out. They said the hotel will not issue a refund due to a no show. They say Booking needs to handle it, and Booking says Hilton needs to handle it. I called Hilton too. They say that Booking needs to work it out with the property. Because I went through a 3rd party to book the room. 207 dollars later and a stay that never happened because it was in a city on the other side of Montana. Avoid Booking. Avoid Hilton.

We booked an apartment in London through Booking.com. When we got there the beds were infested with bedbugs. The place was horrible. We turned around and quickly left, driving back home to shower and wash our clothes. I've complained to booking.com but they don't seem interested. All they've given me is £8.53 in vouchers to use on a future holiday (as if I would ever buy anything from them again!), which is just insulting. They haven't offered a refund or any practical help. What's worse is that they're still advertising the property, which means that some poor people are being attacked by bedbugs as I write this. Booking.com know about the problem but won't step in. Presumably they're more interested in making money than protecting customers' health. After my experience, I don't trust them and won't use them ever again.

After booking a room in OBX for 4th of July weekend our room was cancelled last minute for no other reason than to raise the rates.

My first issue at Booking.com was in April 2026. I booked a place in Duress, Albania months before. A few weeks prior I received a message asking for information about my check in time from the owner of the rental. I had a really late check in time so I wanted to let them know and make sure it was alright with them. Everything seemed fine. In the day of my flight, they were trying to have me stay at a totally different apartment. It went back and forth for a few minutes, the more into the conversation, the more I felt unsafe and thought I was being scammed by threes people. When I asked for a legitimate listing of that apartment, they couldn’t provide it. I ended up just canceling my plans altogether in fears I would be left on the street. Booking.com never refunded me the money.

Booking.com has an extensive travel database. If you book a reservation and have no issues, it seems to be almost the ultimate travel assistant... BUT... If you have an issue, you, like I did, may end up in a "circle if frustration" in just trying to speak to an actual agent. If you call the customer service number you will get an AI (artificial) agent. If you have a complex problem like I did with booking.com having my account in someone else's name yet using my credit card and costing me several hundred dollars, AI will not be able to solve it, yet will not forward you to a live agent. It will send you to Booking.com's website, which guess what - will send you back to AI.

I’ve been burned multiple times using Booking.com and this last time it cost me $1000 because they falsely advertised that the rental we were staying at had AC. When I got there this was not the case and I could not stay there with my elderly mother so I lost the money. The last experience that I had and the lack of accountability from booking.com is criminal. As I see it I was robbed by booking.com and they are modern day thugs.