Booking.com Reviews

If I could give Booking.com a zero star review I would. I called booking.com before making my reservation to double-check that the apartment was legit. I was told it was 100% legitimate, they had worked with the management company before, and I was fully covered by booking.com in case of any issues. Fast forward two weeks: booking.com canceled the reservation after I had made the payment because they said it was a fraudulent host.. I have now spent days trying to get my money back, over the course of many phone calls, 100% of which have been disconnected. Some prior to connection with a human being some after connection with a human being all before being connected with a supervisor or escalation to the fraud department. I supplied them with every piece of documentation they have asked for, and am now seeking legal recourse. They are the WORST company. Do not book through them.

We had Booking.com site go down while making our reservation resulting in 2 rooms in error. We arrived 15 minutes later to the hotel who asked which room we wanted. She cancelled the 2nd reservation. That being said, we were expecting a refund from booking.com. this was April 18, 2026. Today is may 8, 2026 still no refund. The hotel and booking.com point fingers at each other. Finally I get emails from hotel validation they responded to the booking.com. Booking.com's reps starting telling me daily when I called they never can get through to the hotel and they were waiting for refund to go to them. I call hotel and get through every time. Mind you I have called daily. Today I call and a rep tells me they will refund me in 7-14 days. Complete dissatisfaction. I recommend contacting the hotel directly or using kayak. This was a stressful and horrible return from what was supposed to be a great vacation. I was looking for refund during vacation to today.

I planted my vacation with Booking.com for my trip to Japan for the first time and first time with booking.com. I have book 5 hotels with them. When I arrived in Japan, I have no problem with first two hotels. Everything was great until the third hotel. After checking an hour and a half the hotel called me and asked me why I canceled. I have to explain to them that there is a mistake. I did not cancel if I cancel why I need to check in. I didn’t make any sense at all something suspicious then I went to Booking.com to check it out. They did not let me login.

I made a reservation, and they cancelled it without notifications

I booked the Hotel St. George through the only manner I was given which was Booking.com. I paid over eight months in advance. For approved reasons, I canceled the reservation and was offered a refund. Since the original form of payment account was now closed, I contacted Booking.com several times to advise this and another form of refund needed. I verified twice (in writing) to the issuing CC (Chase) and they state for the record the refund was returned and they will not process this further. This was provided to Hotel and Booking.com. No call from the General Manager of Hotel. No call from the management company and no call back from Booking.com. This is the basis of my complaint. Simply the funds are out of my hands and my control, and the designated recipient, Hotel St. George, can or will not return these funds. Booking.com will not process this refund if not to the original method.

After using Booking.com for over 15 years, I was left stranded in a remote location at night with a sick daughter. I booked and fully paid for two rooms at the Twelve Apostles Motel 9 months in advance. When I arrived, the property told me Booking.com had cancelled the reservation. I had to drive an additional two hours late at night to find alternative lodging that cost triple the original price. While Booking.com support initially admitted fault over the phone and committed to refunding the replacement cost, they have now backflipped. Their latest response was incredibly rude, stating they will not honor their promise. It is disgraceful that a platform of this size allows a confirmed, 9-month-old booking to vanish and then leaves a family to foot the bill for their error. I have escalated this to the ACCC. Warning to others: Your "confirmed" booking means nothing if the platform fails you.

We are hosts and been hosting for over 5 years. Most of the time when we call Booking.com customer service for help with reservation where they have to do a "verification calls" they say but never call back. We end up wasting so much time keep calling back and not getting calls back. Seems like these agents (customer service) don't want to work or help and they don't have any consequences for not calling back to help with the reservations. We have spoken to their call centers in Philippines and also Middle East as we can tell from the accent and people in the background speaking their native language loudly and laughing etc (very unprofessional).

Absolutely terrible experience with Booking.com and their partner company, GoToGate. I was promised a refund over a year ago and still have not received a single dollar back. Every time I contact customer service, I get bounced between Booking.com, the airline, and GoToGate, with nobody taking responsibility. The worst part is the complete lack of accountability. They are very quick to take your money, but when there’s a problem, suddenly nobody can actually help. I’ve spent countless hours following up, repeating the same information to different agents, and getting empty promises with no resolution.

This organization is a corrupt money grubbing entity. Screw customer servicing their clients. It's absolutely no wonder they are rated a one star! Would be rated a big fat ZERO if customers were allowed to pick 0. They will look for any way to suck more money out of you. They have scripted BS statements they make to everyone for EVERY issue that can possibly come up. Will NEVER work with you to settle any issue. They are crooks on steroids. Horrible company. Use anyone else or call direct to the property OR car rental provider to book reservations. These jerks should be shut down. FRAUDSTERS!

The worst customer service in the travel industry. I had to spend several hours in my day while on vacation sorting out a discrepancy that Booking.com was responsible for. I had some very disgusting issues with more than one property while on a four week trip to the Philippines. For example-I basically was conveying and corresponding with a property that I had booked, when that should be Booking.com's duty, as I has already paid for this booking. It just seems to get more and more convoluted with Booking.com as time goes by-more frustrating, more effort on the customer's end. I should not be involved at all once the booking is complete. But I had to do some major due diligence from half way across the globe while on vacation. It cost me my time and my time is valuable, especially when I am traveling.

I have been trying to cancel flights, for the last few weeks and I have been getting the run around. Communication options are poor and only via chat. I have had conflicting updates and still no cancelations.

Terrible service, don't book through these guys or you will get ripped off.

Tried to book a room the night of. Went to the hotel and it was booked for the wrong date. Bought the room anyway, contacted Booking.com about their inferior reservation software and the bug that booked us two months in advance, no refund, no nothing. Disputed it with Bank of America (credit card) and they sided with booking.com and I won't be doing business with either one of them going forward.

Bad customer service. If you write them, they will reply in 2 to 3 days. If you call, they answer from all over the world homes and never solve your situation. They are not at an office and can’t ask someone else about your situation (like a manager etc). If you call again about the same matter another agent will say something different.

I've booked a car through Booking.com. The confirmation that I received, confirmed that I booked a car from Budget and that our pick up point was at 94th Street, Manhattan. We went there on time, but the pick up point was AVIS and they could not help us. We went at the nearest Budget office, where they informed us that the confirmation was wrong and that the pick up point was an hour away. When I made my complaint, I've asked for compensation not only for the car that I had already paid, but also for three tickets to a museum that we could not attend due to their fault. They agreed to compensate only the rental of the car.

My hotel room had construction going on balcony without them telling me. The hotel agreed to give me a 50% discount but Booking.com and its Partner organization have to approve. Booking.com won’t take responsibility. Its Partner won’t take responsibility and the hotel won’t do anything without approval.. Ultimately it’s booking’s responsible for this and they won’t take responsibility. I would never book with them again.

I booked a hotel for two weeks and when I went to check in the hotel said that Booking.com would not release my funds and I could get a room even though I paid booking.com 729.00. I have to pay again for the hotel out of my pocket and wait for a refund. They refunded me a week later but lost 100s of dollars having to pay to stay at the same hotel because of their negligence!

Horrible company. I'll never use them again. Booked a two room stay at a dump hotell called Sleep Inn Mount Olive North Carolina. I only stayed one night due to trouble at the hotel and Booking.com gave me the runaround for my refund. Claimed the hotel couldn't refund my money and I physically looked at the hotel email authorizing my refund. I've taken the app off my phone and will work with hotels directly from now on. Booking.com is a farce. Save your time and money. I'd give them a zero if it was possible.

Let me be clear: I am posting this on Google, Reddit, and everywhere else I can, because what Booking.com did to me was not just bad customer service, it was negligent, dishonest, and at one point, genuinely cruel. I needed to change my flight date beyond the ticket’s validity window. I understand airline rules. I wasn’t asking for a miracle; I was asking for help navigating a process that Booking.com themselves had already offered me. I received an email from them offering exactly this change for €43. I needed a day to think. That was my mistake, apparently. When I called back, an agent assured me it would be offered again. It wasn’t. The next agent said it was impossible. I broke down. I called again, and the agent laughed at me. Not a nervous laugh. Laughed at a customer in distress. Let that sit with you.

I went to check into my condo. And walking up the stairs the balcony broke on me. And I could have fallen 2 floors. Well I didn't feel safe staying there with my family so I tried to call, email Booking. No response so my family got different accommodations. I tried to email booking all weekend. No avail. And now they want me to pay a 400 dollar cancellation fee for being unsafe!! If you can book through somewhere else. By all Means do. Booking.com is horrible.

I paid for the hotel on Booking.com, the hotel also charged my credit card, 3 months later neither one has refunded my money. They were also no help trying to get my money back from the hotel. I will never use them again!!!!

Do not reserve a room through Booking.com. When I arrived at the hotel, I reserved through them, but they didn't have my reservation, and I had to pay for the room again, and they would not refund my money.

If I could give a negative number of stars, I would. This has been the worst experience I have ever had with a company. Automated responses, AI agents, refusing to resend booking details, it horrifying that an organization can be so negligent towards customers. Stay away!

Their host support is just awful. Been trying to list a property, and they just won't help me at all. Their system marked my listing as similar to another draft I created, and therefore, I can't list my property. They do not care.

Booking.com is not a reputable company! I had an experience recently with them and lost $79 for a booking because the date was wrong! We showed up on the day we were supposed to and was told we were a No Show on the day before. We had to pay about double for the room. Booking told us it was Best Western's fault, BW told us it was booking's fault. A month later and still no refund. Can only get foreigners on phone From Booking that I can't understand them! Will never use either of these companies again.

I booked and paid $2,436 for a stay at City Nest Hotel through Booking.com and was only inside the room for about five minutes before I had to leave due to conditions not matching what was advertised. I have spoken with two Booking.com supervisors, but no one has taken responsibility or provided meaningful help. Booking.com only refunded me $52.50 and continues to say I need approval from the property manager. However, the property manager will not speak to me directly and only communicates through front desk staff. At this point, I feel like no one is taking accountability, and I have not received proper support or resolution despite multiple attempts to resolve this issue.

I hate the fact that even after having a Booking.com direct human line at (888) 620-3719, why do they still make their customers chat and call the other 888 number which is listed in google, which is just a bot wasting people's time. The bot on that 888 number on Google does not understand what issue we humans have, so they need to publically roll out their official direct line which is (889) 620-3719. I called this Booking.com number and was able to get to a live representative under 1 minute and my issue was resolved promptly by the human agent. I have searched everywhere on their app and website, and finally I found a direct line which Bypass the automated bot at (888) 620-3719 and it took me hours, even the AI overview on Google is giving the other 888 number everywhere, which is not helpful at all.

This is the worst place to book a room. Never book through this place, they have no customer service whatsoever, it’s all automated.

No property at the listed address. Phone and Email did not work after initial contact and $ collection. Asked for more $ before giving entry information. Did not stay and the still collected my $$$$. Booking.com did nothing. I reported it three times.

Very bad experience with Booking.com. My confirmed booking was cancelled at the last minute without notice when I reached the hotel. No proper support or immediate refund. Caused stress and inconvenience. Not reliable.