Booking.com Reviews

Stay away from this company at all costs. They are scoundrels secret hidden cancellations policies, ridiculous fees and BS.

While traveling I used Booking.com to find a hotel for that night. Filled out all the info, checked date, needs and picked out a hotel. Put my info in and went to check the confirmation- wrong date. How did that change? Called customer service - 45 min wait. Meanwhile arrived at hotel- so sorry we can’t help you, changes have to be made in the app. Yes we have 2 rooms left. No I can’t hold it. Still on hold. Tried a secondary number- they wanted double the cost for the same room- pretty sure it was a scam. Back to the “45 minute” wait. Then Booking couldn’t change the date, no refund either. Meanwhile angry spouse went and booked a room. For the $120 room I was refunded 16.99. The hotel booked us for $120 for the night. So we had a $220 room- clean, no king bed as requested. Expensive lesson learned.

You changed the date of my booking from today to October & put it as non-refundable. I will never use again. I had planned this meeting with friends for a year. Thanks for nothing. Karma will happen. Also you have a crampy AI answering service. I actually give you a minus (-) ZERO.

PROCEED WITH CAUTION!!! Most of your Bookings are set in stone! No credit, no changes to your already existing reservation! You’ve been warned. I’m giving them 1 star because that’s the only way to leave a review.

I've used Booking.com for years to book my vacations. Me and my family booked a vacation in Galveston at the Hyatt Select Beachfront Hotel. Shortly after checking into our room a strange man open our door with a key and tried to come in. I was scared to death because it was just myself and my daughter and grandson. I went down to the front desk and they apologized and told me that they were going to comp my first night stay because of the mistake in double booking the room and assured me that everything was fine.

Booked a beachfront balcony with confirmation. When we arrived hotel said we were booked for across the street. No balcony. No beachfront. Stated it had to be resolved with Booking.com. Couldn't get booking on phone. Booking.com emailed stating it was a third party issue. Could have stayed somewhere cheaper with the accommodations we received.

I would give them 0 stars if I could. I had booked a hotel in another state to see my friend that was dying and the hotel had bed bugs so I canceled it, the hotel refunded my money back to booking.com but booking.com kept my refund and refused to give it back.

I have been a Booking.com customer for many years and am a Genius Level 3 member, so this experience came as a real disappointment. I booked a two-bedroom apartment in Knightsbridge, London, operated by Runway Empire Ltd, for a very special occasion. My son's awards ceremony, so this wasn't just an ordinary overnight stay. Before check-in, I was asked to pay a £500 damage deposit by bank transfer. Although I was extremely uncomfortable sending such a large amount by bank transfer because it offers very little protection for guests, I went ahead and made the payment in good faith.

Was charged twice, and then to contact them they don't have their phone number listed anywhere to contact them, and when you do get their phone number from the maze of google numbers they make you have a confirmation number even if you did not get one you cannot talk to them because they never sent you one. Worst company in my life - I will not be using them anymore or ever again.

No stars if possible. Everyone's reviews on here about being scammed by Booking.com are definitely true. Booked an Aparthotel- Nester Finn Grand Central, in NYC. Never received any details on keys, access or even what room it would be. After multiple messages through booking and the location directly- their phone number was disconnected, circled back to booking. They said they'd message directly and if no response in either 30 or 45 minutes (different answers from 2 different booking.com agents) they'd cancel it and offer us a comparable replacement, for which they would pay the difference.

I booked a two night stay for the 24-26th July, I booked this back in January as we needed somewhere to stay for an event. My app showed that my booking was active and payment would be taken on arrival at the property. When I phoned the property the day before we were due to arrive because I hadn't received the key code for access, I was told that they did not have a booking in my name. I was told by them that it was booking.coms fault for not taking payment. I phoned booking.com and was told that the property had been overbooked and I would need to find somewhere else to stay. This was with less than 24 hours until our planned stay.

If I could give a negative feedback I would prefer that, I have never seen a website that sucks so bad. Booking.com is a platform to make a reservation for any stays but when you actually need any customer support from the website there is nothing available. The links keep taking you back to same question loop. There is no help center or phone number. They think they are making it all transparent but it is uncomfortable, Remember this website is good if you never have to cancel after booking but if you need any help after making payment and cancellation, hotels/hostels cannot help you since they are not aware and booking.com doesn't have a page that helps.

Terrible service. Don’t use. Room full of cockroaches.

I do not recommend using "Price Match". We reserved a hotel in Seattle for two people. It's non-refundable and cannot be changed without canceling and re-booking. The price dropped ~$200 but the Price Match credit was denied because I "changed" the non-refundable booking. My "change" was adding my wife's name to the reservation.

Terrible. Booking.com cancelled our rental a week before we were scheduled to depart. Prices had more than doubled. They offered no alternatives and left us out to dry. The AI bot that handles customer service won't let you enter the system once they cancel your reservation. Be warned. Rent from services that honor their bookings. Terrible.

My experience with Booking.com was just as disappointing as my experience with the hotel itself. I reserved a non-smoking Deluxe Quadruple Room with two full-size beds, a refrigerator, and a microwave. The reservation indicated that my payment would be processed on a later date; however, Booking.com charged my card immediately.

My experience with Booking.com and Sofia Garden was one of the worst travel experiences I have ever had. Although Booking.com eventually refunded the USD 399.52 that I had prepaid, this was far from resolving the problem. When I arrived at the property, there was no one to receive us, no way to check in, and the entrance displayed multiple official Department of Health warning notices. I had to find another hotel at the last minute, and because of the lack of organization and support, I ended up paying more than USD 700 for alternative accommodation. Booking.com refunded only the original reservation amount. There was absolutely no compensation for the additional expenses, the inconvenience, the stress, the embarrassment, or the disruption caused to my trip.

I booked a stay for two nights and canceled two days later, the app. listing said free cancellation! I did purchase the insurance. When I canceled all I received was the amount I paid for the insurance. Booking.com customer service said since I bought the insurance I had to go through the insurance company to get my refund. The insurance company told me I can't make a claim because my insurance was canceled when I canceled the booking so they robbed me of $316.03 I should have gotten a full refund at the time of cancellation

I honestly wish there was a zero star rating. We recently booked 2 rooms through Booking.com for the evening. Confirmation number **. We were traveling from northeast Oklahoma to Gulf Shores for a week vacation and decided to stop for the evening. The major selling point was the hotel’s swimming pool. Once we arrived we were told that the pool was out of service. That was not posted on the online description.

I am currently in Egypt after traveling from the United States for a confirmed four-night reservation at Fort Arabesque. I received an email stating that my reservation was canceled less than 24 hours before my scheduled arrival. The hotel did not contact me directly, and neither the hotel nor Booking.com arranged alternative accommodation. I am now in a foreign country without the lodging that Booking.com confirmed. A cancellation notification and refund are not sufficient at this stage. I require immediate relocation assistance.

A complete scam. Let me give an example. We booked into Bozeman on Monday for a four night stay Wednesday through Sunday. Kim had a class Friday and Saturday. Thought we'd enjoy Bozeman for an extra day. We bought the insurance because Kim was feeling a bit under the weather. We called early Wed morning to cancel Wed night as she still felt awful. Had to go though the call center in India or Pakistan. Guy was nice, but thirty minutes on hold, damn! Well Kim ended up in the emergency room Thursday morning. We called to cancel rest of trip. Another 30 on hold to be told insurance was canceled since it was used for first night. If we'd have been told, we would have canceled the whole trip to start with. Horrible customer communication. I say again SCAM!!

I WISH YOU CAN GIVE A ZERO STAR RATING!!! Used the site to book a car rental. Put in my credit card info but within 30mins I found a cheaper rental. Therefore I cancelled the reservation. I received email confirmation of cancellation. 3 days later received a pending transaction for $68.89. When it cleared it was from the actual Car rental company was not able to speak w/ no one has they were not able to locate the reservation. Called Booking.com and was not able to speak w/ a human, Everything is AI, call kept dropping. The AI - Kayla was asking for a pin that was NEVER provided. Finally was able to chat with a bot or person (who knows at this point) on the chat online option and was told they didn't charge me either. So no one knows who charged me the almost $69. Although, my transaction says Hertz and the confirmation number is from Booking.com.

I’m getting fed up with Booking.com. When I first look up a hotel, and then look around the site at what’s available and do some research - I decide to go back, the prices are close to double the price. Ridiculous!?

I chose Booking.com because I believed they would stand behind their customers when unexpected events occurred. Unfortunately, my experience proved the exact opposite. I experienced a legitimate force majeure event that was completely outside of my control. I provided documentation, including news articles confirming the widespread travel disruption, expecting Booking.com to evaluate my case under its published force majeure policy. Instead, Booking.com repeatedly refused to make a determination and would not explain how one is made.

I booked a two nights stay, four hundred and seventy dollars, the calendar went back to today's date. I didn't catch it until I booked it, I'm told I won't get my money back at all. I immediately caught the mistake. Was put on hold with customer service for 50 minutes. All I wanted was to change the dates to next week. And I just got a email saying, I get nothing back at all. Just for making one simple mistake, I will never use you again. Sandy shores, shame on you. Very greedy and keeping my money when all you had to do was good customer service.

I don't write reviews often unless they are positive, but I wish I would have read the reviews previously written before booking with this company. Absolutely ridiculous that a hotel can have a free cancelation policy up to 24 hours prior to arrival, yet, booking.com does not honor that. They will not call the hotel to confirm cancelation and must review written confirmation to accept a refund. Things happen, life happens- with over 8 billion people in the world that cannot always make trips or last minute things happen, this is one sure way to lose out. I will never book with this company again and really hope that their operations are better improved for this business.

Booking.com should get zero stars. We booked a hotel through them because the hotel appeared nice in the photos. When we arrived at the hotel (Beachfront Palms Resort Galveston) a pimp was chasing a hooker through the hotel. I asked the receptionist if the hotel was safe and they said yes. I called the police on the pimp and the hooker. My kids were TERRIFIED!!! We checked in and went to the room. They had put a female with 2 kids on the back side of the hotel on the 4th floor where no other guests were at. Upon entering the room the lock was busted as if someone had forced their way in. We asked to be moved to another room but hotel staff declined.

Terrible customer service. Impossible to get a refund when you get scammed by their shady rental listings. I have been trying endlessly to get a refund after a car rental agency scammed me. I reserved a car using cars on Booking.com. I arrived on time at the desk to pick up the car. The desk agent refused to rent me the car unless I paid an extra 250 euros. That was not the agreed price for the reservation. The car rental company is called "Flex to Go." They have an extremely bad reputation for not honoring the rental prices. It's essentially a scam company that hooks people with low prices that they have no intention of honoring.

Our room had roaches. We took pictures. Both the hotel and Booking.com refused us a refund. $700 down the drain for a room we DID NOT USE. Worst customer service I have ever encountered. Did not speak English well and blew smoke in my face, pretending to be helpful with no intentions of ever actually giving a refund.

We had a bad experience with a hotel room we were in it at the property. They told us they would refund all our deposits and give us a partial refund on our room never happened. It was my place hotel in West Valley City, Salt Lake City, Utah was a very bad hotel. Very bad. Do not rent from this location. Do not use Booking.com.

I have used Booking.com for years and have never felt the need to leave a negative review, but after this experience I don't think I can justify using the platform again. My issue wasn't with Thrifty—it was with the information presented on the Booking.com booking page and the way the situation was handled afterwards. Immediately before making payment, the booking page stated that a debit or credit card in the main driver's name was required. Based on that information, I reasonably believed my Visa debit card would be accepted. It wasn't until I arrived at Milan Malpensa Airport, after a long flight and ready to start my holiday, that I was told only a physical credit card in the main driver's name would be accepted. The vehicle was refused, leaving me scrambling to find an alternative at the last minute. The whole situation resulted in significant financial loss and unnecessary stress at the beginning of what should have been an enjoyable holiday.

Made res in MAY. It's now JULY. Email from booking has link to reservations. Clicked link, and logged in. There is the reservation on my list. Click the res. Told I have to very email to access the details. I verify email, and get told that I have to verify email. (never ending loop.) That's 1.5 hours. Then try to reach booking. 2 hours til I was told the res was made through some company named "Agoda" and that I must contact them. I check 14 years of email archives but the word "agoda" does not appear. I call the number booking gave me to reach agoda, but it is the number for some other business in India and they do not speak ANY english there at all. Now 7.5 hours into this, I call the number I found on gethuman.com for booking.com, wait on hold for over 30 minutes, I get a LIVE CSR who asks for my conf# and pin, I give that info to him, and he hangs up. Booking and whoever this agoda company is are now blacklisted across all of our companies.

Unable to get advertised refund. Booking.com takes payment before cancellation period. If you cancel timely and contact the hotel which the b.c site directs you to do, they say contact Booking.com. Hard to find phone number or get response. When I explained that the hotel and advertisement said I had cancelled in the window for a full refund, Booking.com sends a "no-reply" email saying they sent an email to the hotel and didn't get a response. Hotel denies receiving. So they both get to split the cancellation fee that should have been returned. Booking.com's link to hotel is a dead end.

No customer service, always take the "hotel's" side, +50% of all listings are fake with wrong pics, wrong description etc. The worst booking service in the world.

They are the worst, they ruined my booking, and they refuse to accept my cancellation receipt, and they are making me pay twice for a room. They act like they care but it's all a scam.

Both rooms I booked recently were scams. The first room I arrived at check in and it was non existent and was told to pay at the property. Upon arriving I called to pay and never received keys and codes and people were waiting to get in all said it was a scam and the room doesn't exist. No refund was ever received from which I paid almost 700 dollars and no refund after I reported the scam. The second room was a replacement that they booked for 400 dollars with beautiful pictures. When I arrived it was a dirty dump. There were holes in the walls and door. The couches were burned and there were roaches. The whole place smelled like sewage and drugs. The sink was stopped up. I immediately left and called to cancel and no refund has been initiated.

Really bad experience booking a hotel. After driving 6 hrs to destination, hotel did not have a room available for me! Stated Booking.com overbooked like 30 people for that location. Due to the fact that there was a concert there were no rooms close to location needed and how come booking.com didn't notify me in advance before my travel?

Can I give less than a star? In November 2025 I had a booking in Seoul Korea on Booking.com. The booking confirmed but in the end could not accommodate me and cancelled last minute. According to booking.com guidelines, they rebook you in similar accommodation and also cover the difference should there be any given its close to the booking date. I called customer service and they provided me with a apartment Stay Emotion, on the phone the agent said it was close to my original booking and similar but it was one room less and 45 min away. Literally on the same day and like 10 minutes later I called them back to say this is too far and different, the customer agent said sorry and we will rebook you in a different place and cancel the Stay Emotion and pay the difference between the original booking and this new one which was more expensive as travel credits.

DO NOT USE THIS COMPANY!!! I reserved 2 rooms and had to cancel one of them. I called and emailed every time they said "sure, no problem" and then no refund was given. I spoke to the hotel and they cancelled the second room; I have the cancellation number for the reservation. This means that Booking.com just kept my money - never use this company. I have learned a $300 lesson.

We Booked a 2 rooms. After booking we could not make the date. Asked for a refund... Booking.com did nothing to try and help us get any money back.

I'd give it 0 stars if I could. Terrible cust. service.

I reserved a room and review received a confirmation number. I attempted to cancel the reservation but was still charged for the reservation. The company did not have contact number except for one is Switzerland. I think the company is a rip off.

I wanted make a minor name change on the ticket. I called their help line and their artificially un-intelligent bot wouldn't accept the customer reference number and passcode that I read out DIRECTLY FROM THEIR WEBSITE! So, I gave up and went to their live chat feature. At first, they seemed helpful. I submitted the request with them on the 13th of July and they assured my everything is in order and the name request has been submitted.

After trying to get a refund for the past 2 1/2 months from Booking.com and my bank, I am officially done booking anything else with them. I spent thousands of dollars with them this past April renting my apartments, cars, and activities for my family's Europe trip. Our last place we stayed at was horrible! The apt smelled like fish really bad, the bathroom smelled like sewer and the sink barely drained, there was no glass/door for the shower, and it had a used bar of soap and shower gel. It also advertised a dishwasher which there was none.

The original booking we made was confirmed and 4 days before our trip the property owner reached out and said some B's about the air conditioner in one of the 6 rooms we booked being broken so they were moving us to another location. The original place we booked looked newly renovated and hotel-level clean. The new place wasn't even on booking com it was through Airbnb and they asked us for an additional $100. When we pushed back they said we can either pay the $100 for the new place or cancel our booking all together. To avoid canceling, we accepted it and arrived. When we arrived, there were MANY safety and hygiene concerns with the new booking such as a woman using drugs in the street, a group of men cat calling and harassing on the street corner, a front door that doesn't lock, unclean toiletries, and rugs all over the apartment duct taped to the ground.

Updated on 08/17/2026: They scammed me on Booking.com. I made it to Extended Stay and they had 100 deposit fee. First they said 50 dollars then 100$. Booking was canceled and I left reviews at BBB and they still hasn't responded back. Booking told me 5 times it will be 48 hours before responding. Now it's been over a month and they won't give me a refund. I've been scammed. By Booking.com.

More trouble than they are worth, selected dates, paid, dates were wrong and even though booking in date was day before paying for this, no way of getting money back, hotel fobs you off to Booking.com and the customer support button hilariously takes you round an endless loop, no ability to get support. Don't bother logging in either, either doesn't recognise email Addy you put in or if you are lucky, you get in but can't do anything anyway, why are hotels choosing these cowboys?

The address was not as advertised at all, the listing at the time had a brownstone, 314 West 139th…that was not the location, instead it was 137 w141 at an APARTMENT and it had ROACHES AND BED BUGS. I made plans to attend an event and booked based on the event, I’m not from NYC. Upon getting there and seeing the results, it was too late to book elsewhere. This listing was EXTREMELY misleading.

I did not receive a confirmation via email when I booked a room. I did not receive a receipt & have been trying to reach a human to get my invoice. AI is the biggest mistake. I am so upset that I can't get a receipt/invoice & that I can't talk to a live person. I will never deal with Booking.com ever again. THEY SUCK!!!

I had a reservation with Booking.com which was booked more than a year before because of the location always fully booked, 6 months before traveling they cancelled my apartment but will find me alternative accommodation. Nearest one was 12km away, but said if I could find anything & if it was nearer they would reimburse the difference, I got a hotel which was 1100 euro more so as requested by customer service sent all the paperwork they asked for showing what I paid. 11 month later still haven't got anything back. I now use other sites for my hotels & will never use these Liars again. AVOID AVOID AVOID AVOID.

I've been using it for years and the one time I needed a refund because the hotel was horrible they charge me a fee for refund. I will never use this service again.

Worst experience we have ever had with a booking company.

As a host, my experience with Booking.com has been very disappointing. I had five guests who did not show up for their reservations, and even though I selected a policy that should allow me to receive payment for no-shows, the policy was never applied. I did not receive any payment for these missed reservations. I contacted customer service several times, but unfortunately, I did not receive the support I needed as a host. Many times, I was told that someone would call me back for “security reasons,” but I never received a callback. On some occasions, the call was ended without resolving my issue. Based on my experience, I would recommend hosts consider other platforms such as Airbnb or alternatives that provide better protection and support for property owners.

I was booking for the next day, ( uly 15th) and found a place on Booking.com as I "was" a frequent user. I went through the easy process of booking the room. I received the confirmation and only looked at it about an hour later. I realized that somehow the date defaulted to 2 months later (Sept 23rd) so I immediately canceled, but I was still charged 50% of the room! Why??? And of course, you deal with AI when calling customer service.. Does any one know how I can get my money back?

I rarely leave negative reviews, but my experience with Booking.com was so frustrating that I feel others should know what happened. Booking.com has some of the worst customer service I've ever dealt with. It is extremely difficult to reach a live person, and when you do, expect long hold times—often 30 minutes or more. I was even disconnected and had to start the process over. I booked a hotel through Booking.com and also purchased their trip protection. Later, I needed to change my travel dates. Instead of helping me make a simple change, I was told they couldn't because of the insurance policy. I even offered to cancel the insurance if that was the issue, but they still couldn't provide a reasonable solution.

They literally STOLE my money. IMPOSSIBLE to talk to anyone!!! WILL NEVER USE AGAIN! EVER!!! Late at night and paid Booking.com directly and got to the hotel and hotel never received my money! I had to pay hotel again - I was told would be refunded by booking.com and never was.

I booked a hotel and initially selected a stay in one city; however, Booking.com switched the city without asking me. I did not realize they had done this until I had completed my payment. I immediately attempted to communicate with them and held on the phone for over 15 minutes three times. Every time, the phone line suddenly went dead. I attempted to reach some resolution with their messaging box as well and was given advisement that only the hotel could change the booking.

The hotel was under construction. There was no room available without being in the construction area. The hotel was fine with canceling as I want the first. Booking would not cancel and I got stuck paying the price for a room that wasn't available.

I filtered for pet-friendly and booked a hotel that came up only to get there and find out they were not pet-friendly, so I had to find a new place. Booking is refusing to refund for their mistake.

Never forget to get your invoice from your stays. I'm being cheated out of my refund from being charged by Booking.com even though I sent a bank statement proving I was charged twice. I'm denied talking to a supervisor even though the supervisor is saying the property needs to send an invoice of my stay. And if the property decides not to then I don't get my refund.

Booking.com gave me one of the worst travel experiences I’ve ever had. They canceled my hotel reservation, and I only found out when I was about to arrive at the hotel on the day of my trip. I was left with no accommodation and had no choice but to book the exact same hotel again, but this time at a much higher price. I immediately contacted Booking.com, and they repeatedly promised to reimburse me for the extra amount I had to pay because of their cancellation, as well as refund the CAD $400 cancellation fee I was charged. More than a month has passed, and I still haven’t received a single dollar.

If I could leave zero stars I would. Absolutely horrendous and unacceptable customer service...or should I say non-existent customer service. They kept bouncing me back and forth between their AI voice system and their website and nothing got resolved. I ended up paying for an expensive 3-night stay that we didn't even attend because of their incompetence. I will NEVER use them for anything again...they lost a lot of business today.

Booking is by far the worst company out here. 2 times in a row they screw my vacation up. First time book my room for another part of the country. And second time hotel was filled. So they just rebook me for a week later. Hotel said that is normal for the scumbag company!!!

Please do not book a flight with these guys, they are joke. Airline cancelled my flight, airline policy is to refund original form of payment, Booking wants me to take a voucher I will never use. Horrible customer service, liars, dishonest people. Do you use them for flights, you will regret it.

Rented a car for 4 days through Booking.com with Noleggiare in Florence Italy. Noleggiare upsold the insurance and would not rent the car without an extra 230 Euro insurance. Booking contract said there would not be any other charges other than the prepaid amount. I contacted Booking after the rental and complained about Noleggiare's upselling of insurance. Booking did nothing and I certainly did not see a refund of this extra insurance which was just as much as the car rental fee. Huge rip off. Booking did not provide any support after the rental.

I booked an Airport Transfer from London UK to Gatwick Airport on July 3, 2026. The only confirmation I received was on the day of departure and 10 minutes after the pick up. I wanted to change the type of vehicle because I was not sure of the capacity. What does standard mean?? The vehicle that came was a two passenger. I called the company 5 Star Airport Transfer. The woman hung up the phone and did not want to help. I called Booking.com, spoke to Nacho and he said he would assist then he never did anything. I had to prepay for the transfer. Now Booking.com has sided with the company and refuses to return my money. This is the standard ALWAYS FOR BOOKING.COM. Why is Booking.com using 1.9 rating company? With treatment to clients so bad and will not and refuses to help honest people.

Even though I used Booking before, for rental an hotel or apartment, now I am disappointed, I never imagined that a platform like booking can have scammers publishing nonexistent apartments and the worst is that knowing about that situation continues publishing those apartments and they never showed the reviews that other people being scam has written about the same apartment, when I booked it said “no reviews yet” which was absolutely not true, there was previous reviews that never showed and due to that, other people was scammed by the same “non existent apartment in Paris".

I am done with Booking.com. This has happened more than once. Do not trust their star rating. I booked the clarion, Sevierville Tennessee, four star rating. The hotel was a dump, dirty, The hotel stunk so bad we asked for air freshener at the front desk. This hotel should not be rated any higher than a one star. I am finished with booking.Com. This has happened more than once. Do not trust their star rating.

I’m extremely annoyed with this site - they side with the hotel owners & ignore customer complaints. Didn’t realize how many bad reviews. I was misinformed of the hotel address & couldn’t check in. Hotel are lying about their info sent to me. I’m done with this site. Avoid at all costs.

This site has zero customer service-- only AI. This was my first time using this site-- I simply wanted to book a car rental. Thankfully, I came here well in advance of my trip, so I had time to pivot to a TRUSTED website. Placing the reservation was super easy. But waiting for the confirmation email, that has the confirmation number needed to engage customer service about it... not so much. My account was debited but 4 days later, I still do not have a confirmation email. You have to log in to connect with customer service-- but you don't really connect-- no chat or phone number, just a message sent to a black hole.

I have spent literally thousands of dollars with Booking.com this year alone as I am traveling for 6 months. Their customer service is the worst I have ever seen! I had scheduled a flight through them to Israel but with the war going on I wanted to change and cancel that as I am a senior solo female traveler and do not feel safe in a war zone. They sent me the wrong number to contact for customer service and the only response I could get on the phone or anywhere else was an AI bot. I will never use Booking again and highly encourage you to think twice as they don't give a hoot about their clients, only their money. Terrible customer service!

I am a Genius Level 3 (highest level) on Booking.com, and I was treated like absolute garbage when I ran into my first-ever issue with their transportation services. There is ZERO customer care. Very greedy corporation who hire people to just tell you they can’t help. There is no customer service.

Please don’t use Booking.com. They are the worst site I’ve ever used. They lie, cheat, and steal to keep your money.

I made reservations and payment in Fl for a mini vacation. I get to the hotel a little after 3 to check in and my reservations hasn’t appeared in the system at the hotel. Management advised that I wait a bit due to reservations at times come in slow. 15 minutes went back and I checked again. Still nothing. I decided to reach out to Booking.com hoping for a resolution. Unbeknownst to me, getting any type of assistance was not easy. I called 4 times, the first 3 times, I actually waited 20 minutes for a live person only for them to ask a few questions and then hang up. My fourth try was successful. I was given information for nearby hotels and told they would get back with me about the refund. I was beyond livid. By this time, I was in the room around 7:30. I have never had issues with booking any reservations, anywhere with them. Lesson learned.

Booking.com should be shut down and no one should ever use them for anything. I have never experience the most horrible customer service and runaround just to make a quick change to a hotel booking. THEY LIE when they send a message saying you will be contacted in 48hours. Sending me to the property to just be told to go back to booking is a waste of energy. DO BETTER. Your slogan should be booking. NO ONE SHOULD USE ME. We have learned our lesson and are going to stick with other companies like Expedia in the future to book things because, now we are out some money because no one will help us make a change and we have to now book a different day and lose out on what we paid for. This company is a SCAM looking to steal from people.

The worst place to book a room ever. They booked us a bed bug room. Couldn't stay. Still waiting on a refund. Never use this company for anything. Ever.

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.

Booking.com advertised a hotel with a view. I went to the hotel and there was no view. So asked them to cancel the booking and provide a refund. They said talk to the hotel. The hotel told me talk to Booking.com. Both of them refused to provide a refund and I am down $1000. Highway robbery at its best.

Used Booking.com for over 10 years. No problem until an issue arrives then the door closes on you. Owed €1600 on an insurance claim. Booking.com sold the CDW cover but have shown their true colours on paying out. Cannot update or see the process of the claim as locked out of account. Customer service is a call centre that passes false information. Stay well clear if you want a hassle free experience.

My wife and I travel often and this has been the worst experience ever. The rooms are cooled with dirty moldy A/C window units. The back yard is littered with discarded lawn equipment. Good luck with communicating with the owners. We left after 10 minutes of being in the unit. The mold was causing respiratory issues. Stay away!! See for yourself and not get a refund..It's up to you.

I am extremely disappointed with Booking.com and the way my situation has been handled. I was adjusting my travel itinerary because I needed to change one booking date. Since this was a multi-destination international trip, I had to update several following reservations to keep everything organized. Instead of helping with these normal travel changes, Booking.com deactivated my account and cancelled all my reservations without any clear explanation. Some of these reservations were already paid, but I have not received any refund or proper information. I cannot even access my account to check the status of my bookings. My trip starts in only 6 days. I am a wheelchair user and accessibility planning is extremely important for me. I need time to confirm accessible rooms, transportation, and other arrangements. Booking.com’s actions have created unnecessary stress and put my entire trip at risk.

The system switched my dates. Customer service was impossible to contact. They would not help me in any way, Do not book with them.

Horrible company. I will never use Booking.com again. Made reservations months ago and at the 11th hour canceled my reservation. Said my CC was invalid which is bull. Called customer service which is a joke. She talked in circles and didn't listen to my request and didn't help at all. Ended up calling the property directly and got a much better price! I had another booking.com reservation for the future that I called that property and did have to pay more, but was ensured I had a valid reservation that wouldn't be canceled, so canceled with booking.com and went with a direct reservation with the property for peace of mind.

Absolutely awful. I had an air fare booked with 3 parts to it. 3 days prior I went on the ap to check, it said action needed. After 2 hours of online chat q, I was told the airline had cancelled my first flight and only option was to cancel the entire fare. This was from the UK to Sydney in 2 days time!! Booking.com had sent me no notifications. I requested to change the first flight and was informed no.

I normally had good experience with Booking.com and the hotels I stayed at. However, 1 year and 9 months later I have not received money back or credit for a hotel I could not stay at, did not stay at, due to mold and rust in the bathroom. Booking.com told me they had to have the hotel comfirm it. The hotel said it did. And by the way, I did research the hotel before I tried to stay there. That was in 2024. I made several phone calls and wrote down what was said during these calls, still could not get any results. Just a runaround.

Do not use this company!! They take your money and let you book and pay properties that are not available. Do not offer refunds or alternative accommodation that is similar just say it isn't their fault and to book another property and pay again!! While the refund takes two weeks! So you will be left with no accommodation or refund or alternative. But luck for us they do offer you to book and pay for another property so it can happen to you again! If I said can I stay at the property and pay your in two weeks would you let me?? No, so why can you take money for a property that wasn't available and then say I'll received a refund in two weeks not credit for another property or and instant refund to get another property. Truly left speechless, basically just a scam bet they do this to thousands of people each day! Do not use honestly disgusting behaviour and service. Would give zero stars of I could.

I secured my booking with my visa. Upon check-out the B&B insisted on payment through e-transfer. I was very cautious about this. I contacted Booking.com to ensure that I wouldn't be double billed. They said I would not. I paid by e-transfer and then noticed a charge to my visa anyway. I called booking.com for assistance and they require me to show copies of my visa and bank statement. Then they will contact the b&b to refund me. So I feel like booking.com is hands-off in helping the customer. What if the company doesn't refund me? It wasn't clear to me if booking.com would provide further assistance to me in resolving this. From this first experience with booking.com, it has felt a lacking of customer service, lack of ease to contact a person via phone, lack of empathy, lack of ensuring these properties are professional.

I made two sequential confirmed bookings on Booking.com for Lushan Ruqin Lake, No. 95 Dalin Road, Lushan Scenic Area, Jiujiang, China (Conf. ** and **, June 2026). The property never responded to six messages sent over 47 days through the platform's own messaging system. Two contact requests remained flagged as "awaiting property's reply" on the booking page throughout.

I can also give them a negative review. I been booking with Booking for years but this year they stole from me. I cancel one of my rooms and instead of them returning some money like they said they were going to do they charge me more so I ended paying more for the rooms that I was paying originally. Never will I use them again and people be vigilant and don’t book with booking. They will steal from you. Then they do that you speak with one agent then you call again and that again is not available. I don’t understand why they have to steal from a hardworking person when they have a very good business.

I booked a room at Doubletree hotel thru Booking.com on 3/25/26. I cancelled the reservation on 4/26/26. After more than a few calls talking to a robot and customer service in India. I finally got an email on 5/2/26 that my refund would be within 15 days. It is now 6/23/26, 7 weeks later and a few more calls talking to AI robots and people from India. This company is fraudulent and should be investigated and definitely avoided.

⭐ 1/5. Extremely disappointing experience with Booking.com Flights/Gotogate. Following a flight modification request, a paid ticket for one of our passengers disappeared. Instead of resolving the issue, we have spent nearly two weeks chasing customer support through phone calls, chats and repeated follow-ups. The consequences have been significant:

So motel clerk accidentally hit cancel. I have to do all the legwork. I have to get the bookings rep, the confirmation number, and I have to get the refund. I have to sort out something I didn’t do, charge me an extra $350 because the motel rates changed and fluctuate, don’t do Bookings.com. They will take all your money. I tried to get a hold of them for three days. It was the weekend. They said, "We don’t care," they were gonna take $1800 and not give it back. I had to pay an extra 350 because they fluctuate on the going rate, wouldn’t honor the lock-in date, and I didn’t even make the mistake. Watch your ass with Booking.com.

Absolutely horrific experience with Booking.com! Will never use them again. They canceled my reservation in Jackson Hole, Wyoming, two nights before my stay. I needed to quickly find alternate lodging. In the meantime, I contacted Booking.com for help, and they were zero help. They give a false reason for the cancellation… Stating that I had not paid a deposit. I had receipts for payment in full. Later that day, I received an email from the company I paid for the accommodation (STR Solutions) telling me that the reason the reservation was canceled is because they sold the property.

Just got scammed by the hotel and booking sided with them. It's absolute disgrace for customers when scams are being supported. Traveling around the world at the moment and never booking again with you scammers. Disgusting.

Booking.com is a joke, had a reservation for a condo in Kauai and 24 before I was to check into the unit it was canceled with no explanation. Booking sent me a link to review property. I decided to do a review on the property management, Booking informed me that since I did not stay at property they would not allow the review.

Terrible costumer service. I was charged 350$ for canceling a room, then re-booking immediately with the same dates minus a day. I tried to change the dates online, to shorten our stay by one day. The response was that those dates were unavailable, though I new they would be available as I was just using the same dates but a day shorter. I tried to find a " real" person to talk with and ended up with a sister company or someone they use-ALT Travel, Or PMI. Insisted that I had to pay 350$ for taxes on a free cancelation booking. I gave up from arguing with them. Then I got a mysterious email saying that the price for our rooms went down and it was the old dates, even though they changed the dates. This is when the fun started with 20 texts with Booking.com. Beware!!! I was out 350$ and never received a number or a call. Never again. No support. as mentioned By MANY others.

I was trying to book a room on my trip across the country and they made my date for a room reservation a month later than what I needed. Can't get a response about getting a refund or even switching to a place I could actually use on my way home. The property I was booked to stay at wouldn't even help me with anything. I will not be using them again and would highly recommend that you don't use them either. I will be telling everyone not to use them and that they don't care about the customer at all.

I used Booking.com to reserve a room for two days and was confirmed but the room allows for only two week reservations. The next day the owner notified me that I had to cancel the reservation and because I didn’t cancel the day before, she refused to give me a refund even though she was requesting me to cancel. I had to dispute it with my bank and won. SMH

I requested a cancelation a day before my trip, unfortunately it got cancelled. It has been hell going through their customer service, the hold time is ridiculous and fetching a supervisor is even more ridiculous. I was told they contacted the property and were waiting for an approval from them, I contacted the property myself. They told me that they don't even look at the requests from Booking.com, I was told by the manager that they have told them they need to handle the cancellations if it was book through their website.

Booking.com is very hard to get ahold of. They won't help you. If there is an emergency and you have to cancel. If you go through booking.com, the hotel cannot do anything to help you. They give you the runaround so much, and they overcharge, you. They also changed dates on you and you don't realize until you look at your booking closely. Then, they won't refund you and they say, you are fault. Everything is AI. You cannot speak to a live person. I would not recommend this site to anyone.

Booking has to be the worst booking site ever imaginable. Adie and Jenny are the worst handlers I’ve ever spoken to. The so called supervisor, JENNY, was awful and they wouldn’t not give a refund for something THEY overbooked! I paid $800 for an Airbnb and they wait until two days before my trip date to tell me that there were people already staying at the place I booked! Had to audacity to tell me that they’ll pay for me another place and offered me a small ass hut house and wouldn’t give me any of my money back. I paid for a big house for a reason, not a small hut. The audacity of these people I can’t even believe. They never want to answer the phone, it’s impossible to get in touch and they try to scam you out of what you’re actually paying for. They’re scammers. They’re in possible. And they’re the worst booking site ever, they need to go out of business with the game they’re running with people. They aren’t legit.

Absolute worst company ever. Told me I could get a price match if I stick with them instead of booking through Airbnb which was $150 cheaper. I had used them before so was happy to go ahead and book on the basis I would get this difference back. When it came down to making the claim absolute awful experience. Can't get anyone on the phone as they have this awful new AI system. I'm sure they have only put in place to frustrate people so much that they give up. I have sent 6 emails now (just keep getting the same generic response) and spent 2 hours on chat. It's not so much about the money now, more about the fact that a business like this is out there conning the people and they hiding behind their size.

I have been charged twice for a single night in a hotel room. The property provided a credit but Booking.com charged me and has not refunded the amount despite the fact that I have provided proof obtained from the property that they credited the extra night charged.

Booking.com stranded us in the Dublin, Ireland airport after our paid-for flight from Dublin to Seattle was cancelled. Booking.com never got us re-booked on another flight and we had to fend for ourselves. They refused to refund our $800 fare nor to reimburse us $3,500 for the two Delta Airlines tickets that we purchased to get us home. DO NOT USE THIS SERVICE--YOU MAY REGRET IT.

They took $530 from me for a reservation errantly made and immediately canceled. The manager of the hotel sent Booking.com email confirmation of this, saying there would be no penalty. Booking.com now insists on keeping the $530 for themselves without giving anything to the hotel. Their appeals process is useless. I consider their activity illegal.

I have been using Booking.com for years but..I had a reservation double booking due to extending a stay. BOOKING.COM was unhelpful, after months of contacting them, in getting it resolved. I will never book through them again!

I can give them a negative star I would. Negative infinity. I booked a property with free cancellation. Ended up cancelling, thank God, because it was a scam. I cancelled with free cancellation and never received my refund 3 months later. I contacted Booking only to get lies and people hanging up on me. I was asked to produce a bank statement. I don't get bank statements anymore. Screen shot my app to show the change. Not good enough. I needed a bank statement. Called my bank and got an official bank statement. I called Booking to be told it needs to be validated, it was validated and I needed to wait 24 to 48 hours to hear back from the property and they will contact me and that if they don't hear from the property Booking.com. will reimburse me. Of course I never heard from anyone. Kept calling only to be placed on hold and hear the same thing.

My experience with Booking.com was terrible, close to dangerous. I took a taxi from Hakata Train Station in Japan to the prepaid un-named building. It was very difficult for the driver to find and then neither the taxi driver nor I could open the padlocked door and nobody was onsite to help. I was lucky to get help from a young ** woman who rang a taxi for me to get back to the train station, where I caught a train back to a distant city where I used to live. If I didn't have a knowledge of Japan I would have had to sleep on the streets. My advise is never to use this organisation!!!! This was extremely stressful if not dangerous experience. Ralph **

I am filing a formal complaint against Booking.com regarding reservation for guest Craig **. This reservation had been in pending cancellation since December 12, 2025. I had already requested that the guest cancel and rebook because the price and terms were different. Despite that, Booking.com allowed the old reservation to remain active and accepted payment without contacting me, without getting my authorization, and without confirming that I agreed to accommodate the guest under the old booking.

I used Booking.com for many years for two reasons. First, because of the lowest prices (it later turned out that properties were being forced to offer higher prices elsewhere, for which Booking.com was penalized). Second, I believed that Booking.com provided security and assistance in case of any problems. For years, I had no issues with any property and therefore also none with Booking.com. The situation changed after the outbreak of the COVID-19 pandemic. Due to travel restrictions, the property could not accommodate me and at the same time refused to refund my payment, claiming that I had chosen a non-refundable option (which effectively meant that I was expected to pay for a service that the property was unable to provide).

Rented me a room to a booked up hotel. So in frantic I rented another room. Come to find out it had bugs right away. Went to the office. Man refused to give me my money. Booking.com doesn’t refund me.

I was harsh on my first review due to disappointment. It was a monster trying to contact Booking.com to cancel reservations although days in advance. They did finally call me back and were cordial. Watch the small print. Reviews for motels are way off on their site.

Inadequate security measures/frequent data leaks and cybercrime. Nonexistent customer support. Their ''platform" assumes zero responsibility.

Credit card was charged, but reservation and money was never sent to the hotel. Had to call customer service in London, England to get it resolved. Had to pay $50 charge for international call with AT&T. This is the first and last time we will use this service.

Recently I flew from Europe to Orange County, California arriving at SNA Airport where I had a prepaid, car rental reservation with Dollar. After 22 hours of travel I was pooped. Alas, Dollar had no cars to lend, apologized and refunded my money. I reached out to Booking, who made the reservation, and asked them to refund the difference between the car I had initially reserved and the car I had to rent on short notice. Booking told me, “Sorry, can’t help.” Apparently, Booking does not stand with their customers if something goes wrong.

I booked a 14-day car rental in Los Angeles, at LAX, for June 13, 2026. But my my flight was delayed for more than two hours and I needed to change the pickup time. Booking.com offered no way to do that without incurring a three-day fee—because they require you to cancel and rebook, which carries a penalty 48 hours before pickup.