Booking.com Reviews

I have used Booking.com several times in the past and previously had great experiences, which makes this situation even more disappointing. I booked a hotel reservation through Booking.com but never received a confirmation number or PIN. I tried to contact Booking.com for assistance, but their automated system would not allow me to reach a live representative without entering the confirmation information that Booking.com never provided me. I also tried to cancel the reservation myself through the Booking.com app. Initially, I could not do so because I did not have a confirmation number. This was extremely frustrating because I had no way to access or manage a reservation that I had made through their service.

I went on the website and booked a reservation. A message came up stating there was a problem and my reservation was NOT made and my credit card was NOT charged. I received two reservations for the same night. I was charged for two reservations. When I disputed the charge Booking.com said I was sent two separate Email for two reservations. They say it was my responsibility to check the emails. Why would I check for a reservations I never made

Just another unfair no-refund where they steal your money.

And.... We have to wait 14 days for our money back. 😡

Our experience with Booking.com and XCover travel insurance was extremely disappointing. In June 2026, we missed our flight after the airline issued my boarding pass with an error, despite my presenting my passport at the counter. We urgently needed Booking.com’s assistance, but instead of contacting the airline or helping resolve the situation, we were told to contact Alaska Airlines ourselves. We tried unsuccessfully for approximately six hours to reach the airline by phone, SMS and online chat, and eventually had to purchase replacement flights at our own expense.

The hotel we booked was bad! Playing loud music late. We left and requested a credit for the night. The hotel credited Booking.com but booking.com refused to credit back our money.

Extremely disappointing customer service. 1 booked a rental car through Booking.com and cancelled the booking on the same day, shortly after finding out from the rental company that they do not accept P1 drivers. The vehicle was never collected or used. Despite this, Booking.com kept the entire $253.71 I had paid. I contacted customer service multiple times and asked for the situation to be reviewed, but I was repeatedly given the same response that the cancellation policy applied. I was also told there was no manager, supervisor, complaints team or further escalation channel available to review the matter.

I am writing a review regarding Booking.com and their lack of customer service. I booked a hotel by accident for the wrong night 9/17/26 which was today at 9pm my time and the hotel's time as well. I meant to pick the 9/18/2026 of course it was a nonrefundable stay. I literally booked It and called Booking.com immediately. Less than 10 min from placement of the booking. When I called I explained what happened and they said there was nothing they could do to help refund the money. Then he said later in the conversation they could charge me $110.00 to cancel which the room was $240.20 so I would lose half of what I paid.

Booking.com hates wheelchair users and disabled people. I've had several rooms canceled because Booking promises a mobility access room only to be denied. The Booking.com customer service will lie to your face about a refund then give you travel credits so you're forced to use the horrible Booking.com site again.

I have booked hotel in Paris trough Booking.com hotel Du Dragon. I am so disappointed with the hotel. You rated as beautiful. It is everything but beautiful. We got room in the garden. Room doesn’t have windows. It has small window on the top of the door. In the bathroom, there is no shower cabin. You are taking shower and water is all over bathroom. Disaster. How can you sell and book room that looks like that. It is room number 35.Hotel is in the great area that is only good. Everything is bad. Stuff very rude. Breakfast is limited. You get piece of bread and one croissant. Instead of queen bed we have full bed. You should compensate all these negative things I am experiencing in the Hotel Du Dragon Paris. I hope I will hear from you. Thank you. Branislava ** and Chicago -USA.

I am filing a formal complaint against Booking.com due to appalling customer service, deceptive business practices, and a complete failure to protect a consumer from a fraudulent listing and host extortion. When I booked and paid for my reservation in full through Booking.com, the platform clearly showed that I had paid everything required and was not supposed to owe any additional money. However, after payment, the host demanded that I send €150 directly to her personal account and explicitly refused to provide check-in instructions when I did not comply. Crucially, Booking.com’s own automated safety system flagged a warning in our chat thread advising me not to pay the host. 

It was my worst nightmare to make reservation through Booking.com. I had to book and even though I cancelled it immediately the property owner nor booking.com couldn't assist to wave the cancellation fee and charged 50% of the entire amount and I had to make several follow up after we came to the settlement and took them over more than months to issue refund. It was a total nightmare and I would not suggest anyone to book from booking.com. Horrible experience.

I am extremely disappointed with the way Booking.com handled my most recent trip to London, especially after being a loyal customer for nearly 30 years. I made and paid for my bookings more than four months in advance specifically to avoid last-minute problems, higher prices, and any inconvenience to my family. Despite this, shortly before and during my arrival in London, I faced repeated booking cancellations and serious accommodation problems that were not caused by me. The situation became extremely stressful.

They did not specify a time zone for the cancellation policy and since I was a few hours late my request for a refund was denied and I spent hours trying to resolve it without result. Now I have to do a credit card dispute.

I highly recommend you stay away from this app. They offer no support no follow ups. They take your money and if you reservation is canceled, they will keep your money.

I am writing this review because I do not want another family to experience what my son and I experienced while traveling. During our stay at Vision Apartments in Zurich, a piece of the ceiling fell onto my 15-year-old son’s bed. This was frightening and completely unacceptable. A hotel/apartment should be a safe place for a family to stay, and having part of the ceiling fall where my child was sleeping is something I will never forget.

I will never use Booking.com again. After a host at a premium resort wrongfully canceled a confirmed 4-night family vacation package, Booking.com completely abandoned its own advertised 'Similar Standards Policy.'My contract was for a 3-bedroom resort villa with indoor/outdoor pool complexes and active family amenities. Instead of honoring this standard, their front-line phone system sent automated, useless dynamic links for basic 1-bedroom roadside motels 1,000 miles away in Oklahoma.

Well I'm so disappointed with Booking.com. I was told that my refund would be deposited into my account in 15 business days. It has been over a month. You will never speak to a live agent, Ai that doesn't respond to human intelligence. I will never again go through this company. I was a $260.00 mistake. Don't believe what they tell you. I wouldn't rate them at all. It makes me think of American Greed. People look at the reviews don't waste your money.

I use Booking.com for all my vacation trips ethic. I have never had an issue with them until now. I had a trip set up. I booked it back in April for August. Unfortunately August got closer and we had a family emergency so I had to re-book new dates when I selected the dates it was actually a cheaper price so cool, thought I was winning. There was nothing stated in there about an extra charge after I booked the new dates, I look at my account and they immediately took out $355 without even telling me then I sent an email complaining about it in the picture and they sent me an email back saying that it was a hold, they would refund me.

I just closed my account with Booking.com. I booked an apartment in Sheffield, UK and when I arrived the listing had clearly lied about the facilities and deposit repayment. Despite being a loyal and regular customer for many years, Booking.com completely ignored my repeated complaints about the listing and I have still had no reply. Failing to respond to complaints where false information has been used to take payment is a serious issue. I requested a full refund and of course they are still ignoring me. I will never book through them again and I make a lot of bookings! Bad business and irresponsible listings management.

I made a reservation through Booking.com 10 months in advance. Received the confirmation and verify by the hotel that the reservation was booked. Upon arrival we learned that booking.com canceled our reservation the day before with no warning to us. We were left out in the cold to fend for ourselves 2500 miles from home and since the booking was canceled the confirmation number was no longer valid. To contact them was impossible and still is after returning home. What a POS organization. Live and learn never again will we book through their site.

I had the most outrageous experience recently with Booking.com. I went on their website to book a reservation in New York. I had selected a date and then proceeded to to put in my credit card information formation. When I selects book the reservation the computer changed the date. So I immediately called the hotel to cancel. Explained it was made in error. They said I had to contact Booking.com to cancel. I spent the next two hours trying to contact them. Finally I was able to get a correct phone contact for them. I explained the error and they said they would notify the hotel that it was made in error. It went back and forth. Both saying the other was one needed to cancel. The Booking.com saying the hotel would not cancel. It has been a nightmare dealing with them. I am turning it over to my credit card company as they are scamming me.

I went through Booking.com and reserved a 2 queen beds accessible room with a bathtub at La Quinta Inn & Suites Wyndham Atlanta Stockbridge on July 20, 2026 scheduled for September 3-7 2026. After about 10 hours of traveling with my family I was tired… Hungry and physically hurting with swollen feet.. Only to be told that they gave away my room… That is a federal violation. They are supposed to take out all ADA rooms in the inventory so they can no longer be booked by anyone else. They told me the only room that had available was a 2 bed queen standard room and an accessible room would probably became available the next day. If someone didn’t decide to extend their stay then they would give it to me… I was tired and didn’t feel like arguing anymore so I took the room. I had a rough night.

I have been a loyal Booking.com customer for years and have booked virtually all of my accommodation through them. I travel extremely frequently and have visited almost every country in the world, so I have made a significant number of bookings through their platform. I booked a luxury 2-bedroom apartment with a pool in Cape Town 9 months in advance, specifically because I know how expensive Cape Town becomes over Christmas. Now, just 3 months before our trip, the booking has been cancelled with no satisfactory explanation. Booking.com has offered only around $100 towards the difference for alternative accommodation. Unsurprisingly, three months before Christmas, prices have increased dramatically and most of the good accommodation has already gone. In the neighborhood where we were staying, the only option I can now find anywhere near our original price is literally A TENT.

DON'T USE BOOKING.COM. Be aware that hackers/scammers can access to your personal details, including your bank details, as it's happened many times in the past, and it happened to us. Confirmed by Booking.com to me over the phone. (phone call recorded) They literally told me that someone called Mohammed (can't remember surname) used my card to book a Britannia Hotel in Birmingham and lodges elsewhere. I've never even been in Birmingham. The funny thing is that I was on holidays in Thailand at the time, staying in hotels that I booked through Booking.com.

I booked a trip to Europe for my cousin's wedding well in advance. I paid for my Turkish Airlines ticket and for my extended legroom seats. Three days before the flight, Turkish Airlines cancelled my tickets. Come to find out that while I paid Booking.com, they never paid Turkish Airlines (hence the cancellation). Booking customer service is beyond awful. They admitted to the mistake but would not refund me the money. I had to call them almost non-stop for about 24 hours before I got on a flight through them, but this time departing on a wrong day and returning on a wrong day. Money spent on the seat selections - GONE. Refusing to let me talk to a supervisor... I am not sure how their actions could be interpreted as anything but criminal.

You cannot get in touch with them. No working phone number, no e-mail address. Their site will not allow me to cancel a reservation for a hotel room in Mo. Tried everything possible for 4 hours with no luck. Called motel, and they said they could not cancel reservation; it had to come from Booking.com. Called credit card company, and they said I would have to let the charge go through and then dispute it. What a mess; don't use Booking.com. They are just a sorry bunch.

Booking.com is a fraud. I booked a hotel and the app said no pre-payment needed pay at the hotel. I booked the hotel. They charged my credit card right away and said it was non-refundable. This is not what I wanted, I responded right away that this was not what I wanted. No response. I called booking.com and told this is not what I wanted and would not help me. They are running a scam. No prepayment then charge your account to hold the room. FRAUD, FRAUD FRAUD. I won't use them ever again.

I called in route to Scranton, PA about booking at Hampton Inn on 8/29 through 8/30. I asked 3 times on a recorded line for the confirmed price and was told it would be $180 plus tax. The next day I found my credit card charged for $260. I immediately called and was told they would review my recorded phone call and get back to me in 5 to 7 business days. This never happened. I had to call them and wait on hold for 35 minutes. I was told they reviewed and found their representative did tell me it would be $260.

⭐ 1/5 (because zero is not possible) Former Booking.com accommodation partner. After years of cooperation and excellent guest ratings, I permanently removed all my properties from the platform because of its one-sided, anti-partner approach. When a dispute arose, Booking.com ignored the solution I had offered, charged me €477.20 and provided no fair or meaningful review of the case. Based on my experience, I cannot recommend Booking.com as a reliable business partner.

I booked a hotel through Booking.com on 6/3/26 for a stay of Sept. 4-9. I confirmed with the hotel the day of arrival and told them that my flight had changed and I would be checking in later than I originally planned on. They confirmed my room. I was waiting in line for my rental car at 12:30 a.m. when I received a text from the Village Haven Inn stating that they had booked my room and the hotel was full. Here I am in a strange city, late at night with a rental car and no room. I would never use Booking.com again.

Had medical emergency and tried to cancel hotel 2 weeks prior to the reservation. I was still charged half the cost of the hotel. Most places offer free cancellation on hotels up to 48 hrs prior. Will never use again. Total scam

We made reservations and paid for a hotel on Booking.com and also bought their travel insurance. The day we were to arrive, the hotel called to report they had been hit by a tornado and we had to stay elsewhere. When we later asked Booking.com to refund our money, they said they only would refund us after charging us a $125 "service charge". The so-called travel insurance was useless too. In addition, their "Customer Service" people were clearly in another country and were very difficult to understand. Avoid BOTH!!!

I strongly caution anyone considering Booking.com/Gotogate for an expensive trip. I am still waiting for a $3,503.50 refund after months of repeated calls, emails, escalations, and explanations that continue to change. I was informed that the airline processed the refund back to the ticketing agency, yet the money has still not been returned to me. What is most frustrating is the constant “moving of the goalposts.” Every time I believe the matter is finally being resolved, I receive another explanation, another escalation, or another timeline.

If I could give them zero stars, I would. I booked a hotel through them, and when I got there, it had no power (that is a bummer, but no one can control that), so I said OK and went home, but when I called to request a refund, Booking.com said I had to call the hotel. com says I have to call the hotel. I called the hotel, and they said they can't give me a refund. They never took my information because they had no power. Since I paid through Booking.com, they have to give me the money back, i call booking.com again, and they hung up on me. I will never use them again, and I wish I could broadcast this to the world!!!!

I booked a reservation through Booking.com on Fri, 04 Sep 2026–Mon, 07 Sep 2026 way in advance, drove to Canada for 8 hours, and the reservation/property turned out to be fraudulent. The location is not for rent, and the property phone number, though active, is not answering any calls. Arrived at the place around 7 PM and called Booking.com to see what was happening.

My experience with Booking.com during a travel disruption was extremely disappointing. Our flight from San Diego to Lisbon was delayed by 48 hours, forcing us to adjust our hotel and rental car reservations. The hotel handled the situation professionally. I contacted them directly, they understood the circumstances, canceled my reservation, and I rebooked directly with the hotel without any issues. The rental car was a completely different story. The reservation had been prepaid through Booking.com. I tried to modify the reservation through the Booking.com app, but there was no practical way to contact the rental provider. I couldn't send a message or reach anyone who could actually help.

I wish 0 stars was an option. After using this site & app for years I'm deleting. I was left with a cancelled hotel, no replacement, and a $29 "good faith" voucher. I lost track of the hours I spent on the phone with them, at least 6-7, and they hung up on me at least 10 times. I'm not exaggerating.

Absolutely tried to scam me on hotel reservations. Criminal at best. When the agent from India said her name was Annie ** I knew I was scammed. Total BS!

I booked through them for a Wyndham hotel in Arkansas. The first room had horrible noises coming from the air conditioner so the hotel said he only had one room left so we went there and the room was 85 degrees with the air conditioner not working so we asked for a refund. Then they wanted me to send pictures. I did not have time to take pictures because I was looking for another place to stay. They make it impossible to get your money back so beware if you ever do a booking with this company.