Booking.com Reviews

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.

Terrible customer service. Got overcharged and they aren't doing anything about it nor do they care. Never using them again and wouldn't recommend anyone using it.

Horrible customer service. Does not help their booking customers when they receive a bad rental stay. Does not see that their money is refunded even when proof is shown. A lawsuit could have very well happened on this property, yet Booking.com continues to let this person falsely advertise their rental. I was a faithful customer, but I will never book through them again.

I had utilized Booking.com for a few other bookings but will not do so again. I (mistakenly) thought that they would assist if there was an issue. There was an issue with the Guinness Book of World Records bike in Cabo and they did nothing. So the attraction kept our money and Booking.com was not helpful in any way. Do not use them and expect any support!

I was a faithful user of booking.com for 20 years, but today when I tried to reserve on more hotel, they took 604 Eur from my account and a message popped-up that my booking is not confirmed, afterwards they sent me an e-mail saying that they will refund my money in 7-12 days(!). In the evening I tried to reserve the same hotel once again. This time booking.com took 592 Eur from my account, the same message saying that my booking is not confirmed popped-up and NO e-mail appeared! So now they have 1196 Eur of my money and I have NO RESERVATION!!! Customer service do not answer! I WILL NOT USE THEM AGAIN AND DO NOT RECOMMEND TO ANYBODY!!!

Chose a rental car on Booking.com site that advertised "no charge" for additional driver on the initial page (highlighted green box) and on the "View the Deal" page (3X). However once I selected and paid for the rental on the website, the confirmation voucher sent did not include the information and the rental agency knew nothing about "the deal". I never was able to talk to a Booking.com agent before picking up the car (only AI assistant that was no help). Upon returning home, Booking.com said I needed to provide screenshots of the pages I viewed when selecting my rental option that included the free additional driver offer.

The worst. My room got cancelled two hours before our departure and had to spend double to get another room. Was pretty much told I was making up stories and would not give me any kind of credit or anything for the time lost and troubles. Will not take care of customers. Will not use them again.

I used booking to reserve a hotel for my son's birthday. While at the hotel a staff member walked into our room unannounced as we're about to change clothing. Booking nor the hotel would issue a refund after my complaint. I will no longer be using them to book anything.

Beware of using this 3rd party for booking!!! Booking.com is way overpriced for their profits when one is much better off booking directly with the place where you want to stay. They showed a unit with a balcony facing the ocean at Gold Stream Manor in Florida to celebrate my birthday but, that's not the unit I got in that time share! My unit faced other units in the back right next to the office! All units were very shabby with furniture that was so old and probably never steam cleaned! My unit was very dark and dingy. Plus I paid a housekeeper to mop the floors after my socks turned black! Management was nice and said these units are not worth the $2,200 I paid to Booking.com!!! I screamed when I entered that unit that smelled and had to open all the windows and doors!

Worst customer service representative I’ve ever encountered. They will hang up on you mid sentence while you're explaining your issue, my card was stolen and used on their site and I just called to see if they could tell me any information. I was told it’s not their problem and they hung up on me twice. 0/10. Do not recommend. Both representatives acted very hostile and rudely.

As a host of several platforms including Booking.com they are the worst. The do not support their hosts and even refuse to follow their own policy. I'm assuming it's due to the color of my skin. Beware of their prejudice and their conduct!

If I could give them zero stars I would. Auto populated my booking dates, unfortunate I didn't catch it until after I completed the reservation. Called Booking.com almost a month prior to my "reservation" to try to change the date/cancel the reservation and had to jump through hoops just to talk to someone. Was then told by Booking.com that the hotel had to approve the cancellation before they would refund any money. Booking.com then flat out lied to me saying the hotel never responded to their emails requesting to cancel the reservation so there was nothing they could do about it.

Tried to cancel my reservation today. Told it was non refundable. Nowhere in the process of making the reservation was that told to me. This service sucks. Will never use this again.

We got to our hotel, the booking never got sent to our hotel. After two hours spent on the phone they finally refunded us and we got our hotel. I asked for a credit of a decent amount towards our next stay (I was thinking at least $75 considering two hours of my anniversary weekend was spent on the phone, and we couldn't go out to dinner due to our comedy show time). They gave us $29 of a credit, which to me is not enough for all our trouble. I got told several different things and got the runaround a lot. Have been a faithful user for years. Will not be using in the future.

Listed hotel on HIGH Floor as the pros. Then find out there is NO WINDOW. Non refundable. So you think it's ok to market this and take my money? No window on high floor means what exactly? Longer elevator ride???? I hate this world.

We have been using Booking.com for many, many years. We are totaling exactly how much we have spent because we are considering litigation. So far, roughly I see $14,676.17. We have direct e-mail communication that they would refund us $2036.29 if we provided an invoice for our stay. A stay we booked through them but somehow, we needed to provide an invoice. We did this. NO REFUND.

Don’t book it with Booking.com. We booked a room with them and the hotel was awful, the room was very dirty and things were not working and worse than anything else, there was no hot water for the whole stay. The hotel said we could get a refund because of our experience with them but they still didn’t have the money from booking.com, so they told us to contact booking.com and get a refund from them. But booking.com said that it was a partner booking so they refused to give us the refund. So if you use them to book your stay and it turns out bad you are SCREWED!!!! So, as far as I am concerned this company is a scam and a ripoff. If you want peace of mind use a real booking service.

Booked a hotel through Booking.com because the listing highlighted “Fabulous breakfast included," Naturally assumed breakfast was part of the stay or at least clearly included in the price. After booking, I found out breakfast was not included in my room and had to be paid separately. While the confirmation email mentions no meals, the way the listing is presented upfront is misleading and not clearly differentiated.

Booked a room. Paid for the room online. Received verbal and email confirmation from Booking.com that the room was paid for. Drove 3 hours to our destination and the hotel had not received payment. Due to "normal authorization processes" our payment was refunded back to us, without any knowledge or request by us. The money got stuck in pending status so the hotel couldn't get paid and we couldn't get paid. Customer service was absolutely no help. We asked for a supervisor. Supervisor supervised nothing. She had no solutions, no helpful responses, not even any empathy for our situation.

Avoid booking flights through this platform if you don’t want your money blocked for months. I had flights to Dubai (March 5–8) booked through them with Flydubai, which were canceled due to the conflict in the Gulf. The airline has already approved the refund, so there is absolutely no justification for the delay on Booking’s side. And yet, here I am—still waiting for my money.

Please don’t ever book a flight through Booking.com. I paid for the insurance and spent over 3 hours on the phone without an ** representative to try and Sorry the refund policy. Then, when I was told someone would call me back, nobody ever did! Class act Booking.com, class act!

This was the worst experience I have ever had. I paid for my reservation on booking.com, but when I arrived at the hotel (after driving 10hrs) they did not have payment. I called Booking.com and was told there was nothing they could do other than to cancel my reservation and refund me my money which would take up to 17-10 business days to return to my card. I explained that I was 10 hrs away from home and could not pay for the room as they had my money. They said they could negotiate with the hotel to get me a room, but I would have to pay and they would pay the additional costs.

Do not get this card thinking that you will be able to redeem your rewards towards your existing balance. This credit card is a total fraud. It leads you to believe that your rewards work like any other credit card but it doesn’t. Their rewards are only meant for you to go back to the market to buy more goods and services. Very disappointing with my decision to open this credit card account and it will be closed in no time!

I had booked my Motel thru Booking.Com in Aug 2025. Location of where I was staying Cancelled 2x. Re-booked. They charged me 3X for only 2 Cancelled booking. Haven't gotten my refund charged to my Acct since then. Had to go through my Bank to put claim in. Pending. Sent copies of statements for the 3 charges in Aug. 25. Their Finance Team don't help. Just gives you routing #. No verification where payment was to be applied. They want you to do it? How? When there's No Confirmation or Pin #. They did the overcharge and not refunding? As mentioned Now going through my Bank with the claim Pending.

I had scrolled right past Booking.com and then clicked on a URL that appeared to be for the hotel, as it had the name of the hotel right at the beginning. Booked my room and then got a very strange booking email. I also received an email saying I had purchased a "protection plan" that I never opted into. There were an exorbitant amount of additional fees that were totally unexplainable and not tied to the hotel booking at all.

Very difficult to get through customer service and at busy times almost impossible.

I had a very serious issue using Booking.com and feel obligated to warn other consumers. I was the victim of a scam involving my reservation, where my personal booking details were accessed and used by a fraudster to request payment outside the platform. This indicates a serious data security failure, as the information could only have originated from Booking.com’s system.

Total disaster, double charged, no one with an IQ to resolve

Crappy customer service. The only phone number attached to my confirmation was an international number. It cost me $66.00 to clarify my reservation almost as much as the hotel. I had to make 3 phone calls to get my reservation fixed.

This site robbed me $130 dollars & never refunded me for the room I never got to stay in. Beware people! Don’t use this site. They are fraud! Why don’t the internet removed this 3rd party site that worthless. Just book directly to the motel or hotel site. Don’t use this site!

Updated on 05/07/2026: 3 weeks still waiting refund. I'm like parrot have to explain each time same things to them and they don't care. Don't book with Booking.com. Not cheap anymore and so much hassle if you get cancellation.

Purchased 2 tickets from Jacksonville, FL to Pittsburgh, PA. Flight with travel petitions had to cancel because I was in the hospital, call in to cancel. Refund was denied. I will never used Booking. It happened 10 days in advance.

I booked a hotel room with them - my first experience with Booking.com. NEVER AGAIN!!! I'm terribly allergic to bleach, so I asked if the hotel room was cleaned with that (including bed/bath linens), while I was making the reservation. They said 'no' and that 'my request could be honored.' Two days later, I call the hotel to confirm they don't use bleach; and ask about the use of feather pillows, as that's also an allergy. They lied. Red Roof Inn DOES use bleach; so I attempted to cancel with the hotel. They said I needed to cancel it on Booking.com, which seemed reasonable, so I did. Then I get an email from Booking.com, stating they can't get my money back and I need to call the hotel. I call the hotel and they say I need to talk to Booking.com.

Very poor handling of cancellations and refunds. Due to your processes, customers lose money. Very very poor customer service.

Booking.com is a terrible app because I was refused service for my stay and they were not helpful at all and unwilling to help me receive a refund for my stay.

Booked Top of the Gulf #708 through Booking.com which shows picture of a balcony and indicates in description this studio features a private pool. There is no balcony and no pool = false advertising. Management here states reserved with third party, so need to take up any issues with them. Numerous calls and emails with Booking.com and they offered $107 credit vs a refund which is ridiculous and insulting. I booked this unit based on pictures and description, yet what they are advertising is not what I received. Called customer service through Booking.com, their AI agent now wouldn't recognize my reservation and pin numbers so it hangs up/disconnects the call. TERRIBLE CUSTOMER SERVICE AND FALSE ADVERTISING FOR BOOKING.COM- SHAMEFUL.

Disgrace company. I cannot believe what I experienced. Shame on you, Booking.com. SHAME on you.

DON'T DO IT. WORST MISTAKE YOU WILL EVER MAKE!!! RIP OFF!!! Better off calling the hotel directly and book. BOOKING.com is from the Netherlands. You cant get in touch with anybody to help. What a rip-off. The Attorney General should shut this app of immediately. Pause before you use, you have been warned.

I have a charge from Booking.com on my credit card for an amount not attached to any booking I have made. You can't get them on the phone and when you do they say they will call you back and never do. As far as I'm concerned, they are crooks and I will never use their site again. Use caution using Booking.com.

Customer service consists of an AI with canned answers. I booked a hotel but never received a confirmation email and it didn’t show up in the app either. I followed the instructions to have the email sent again. Still didn’t receive it. I tried sending an email to customer service. I received a reply back with a phone number to call. I called the number and got an AI assistant that suggested everything I had already tried. It got stuck in a loop and started offering the same solutions over again. It told me several times to send an email to the address I had previously emailed. So I did that again and never got a reply. If you rely on AI for customer service, your customers will go elsewhere. Do not use this site.

Do not ever use Booking.com. Terrible service. No help from them. Stay promised me a refund, booking.com knows about it yet the owner backed out and we haven’t received any refund. We had to pay more for another accommodation. We lost $600. Never book beach tropical Tantra apartments in San Juan.

I had a horrible experience through Booking. My money was withdrawn out of my account. My room wasn’t paid for at the property I’m staying at. Booking told me is an error on their end and I got to wait to get my money back which will take 7 to 12 business days ..So I have to pay another payment for my reservation out of pocket because my room wasn’t paid for but my money is withdrawn twice.. They didn’t try to accommodate me or anything for the inconvenience and trouble they put me through.. So FYI don’t book through them. I won’t again!!!

We booked accommodation for Dubai for 1st March. Cancelled due to war. Emirates refunded our flights in 4 days. Apartment in Dubai marked us as a no show. Nicked the £1200 then cancelled the booking. It disappeared from history in my app. So I contact CS. First email reasonably asks for booking ref., PIN, accom. name and dates. I reply. Nothing. They close the chatbox after you reply so when they don't respond you have to start a new chat and keep supplying the same details over and over. Oh I think we are getting somewhere. This one has asked for proof of the flights we booked.... Nope.

I books a room and pay for it 5 weeks in advance. Booking.com charges my credit card. I go to check in hotel and booking.com did not send the copy of my virtual credit card to hotel. I go to leave this morning and get charged another $231.49, I call the hotel and booking.com booking says, "Oh we are sorry. We will refund you money in 10-14 business days," instead of sending the virtual card and me not getting charged double for over 2 weeks. The manager from Hampton inn and suites says, "Oh booking does that all the time."

Very disappointed in Booking.com. Rented a place in Myrtle Beach and didn’t even stay there because was beyond dirty and disgusting. Very scary. Big Fish Rentals is involved in this property and was rented thru booking. No refund. Beyond pissed. A few pictures that obviously did not appear on their website. Will never use booking again and I will be sure to let my travel medical colleagues know how horrible customer is. Below are pictures of the actual ** house 🤬

Terrible. I got a hotel for 2 nights that had mold, bed bugs, exposed electrical wires and so much more. I left and requested a refund, but they refuse to give me one. They gave me 15$ credit instead to make up for the $400 I spent.

Not being able to rate 0 stars, is almost as disappointing as my experience with Booking.com. If you settle on a last resort option like booking.com is at its core, I hope that your experience is problem free! If you unfortunately have any issues or need something adjusted or fixed, you’re better off asking a cup of water than relying on a solution from the single brain cell customer care team. I had requested a refund after a stay didn’t work out—and was informed there would be a 1st night fee for the cancellation, which I initially trusted booking.com with handling. (Almost as terrible of a choice as using booking.com at all.)

Made a reservation with Booking.com on April 7, 2026. On April 8, I called them and canceled said reservation and was informed the reservation would be canceled and a fee might be applied but the hotel would decide. I waited a few days and saw my reservation was still in place. I called the hotel and was informed they would cancel the reservation and waive the fee. I then called Booking.com only to be told I had never called to cancel, I would have to pay a fee, and to call the hotel to see what they could do.

I am extremely disappointed with my experience using Booking.com, and I feel compelled to share my ordeal to warn others. I had booked a hotel through their platform, but when I arrived at the property, I was met with a scene that was nothing short of terrifying. The place was dark, dingy, and unwelcoming. The surroundings were filled with rubbish and debris, making it clear that the property was poorly maintained and neglected. It was so frightening that I couldn't even consider staying there.

The most worthless outfit yet. Trying to change a reservation and I get a canned email requesting the same information they already have. After multiple failed attempts via email I called the US help number. I got an AI Assistant that again took all the information, said to hold while I was to be transferred to a human. Instead, it hung up on me. Tried the same thing again and same result. Hung up on me again. I will NEVER use Booking.com again and will recommend to everyone to avoid them like the plague.

Booking.com is the worst booking platform. They do not provide help to booker when the hotel (accommodation) is lousy and did not fit description. No customer service contact, no reply email, basically left booker felt cheated and push back to property who insisted on non-refundable booking despite is property fault. Worst booking platform ever, 1st use and last use, PLS Use trip.com instead. Customer service way surplus booking.com.

Avoid Booking.com and Sonder at all costs. I booked a 7-night stay at The Sunset Hotel West End (Confirmation #**). The merchant canceled my reservation just ONE DAY before arrival, leaving me stranded in Vancouver. It has been 6 months, and despite having a confirmation email stating the cancellation was "free of charge," I have still not received my refund of $1,363.86. I have provided bank statements proving I wasn't paid, yet they keep "investigating" with no results. To make matters worse, I called Booking.com customer support 7 times today, and the representatives HUNG UP ON ME 4 times rather than helping. This is not just a mistake; it is a total lack of integrity and professional ethics. They are happy to take your money but will disappear when they owe it back. I am now forced to escalate this through my bank and the BBB. Save your money and stay elsewhere.

Do not book with them I booked the hotel. They lied and said there was a pool there was no pool there. I tried to do a cancellation within 24 hours and they did not give me my money back. And when they receive the refund back from the hotel, they took the whole refund as a cancellation policy.

I booked a trip last year and Booking.com cancelled it two weeks before. I tried them again and booked right after that trip same place, this year the hotel sent a confirmation and my booking no longer had the all inclusive even though I have a email from booking.com saying it's all inclusive. It's been a week now of one hour calls and getting hung up on by them. It's happened in 8 phone calls now. Very frustrating.

I book a lot of hotels because my son plays travel sports. I book weeks/months in advance. Over the last year, I made 3 attempts to schedule with Booking.com. NEVER AGAIN. Each time my reservation was "cancelled" within days of arrival. I call customer support and am told to call the property. I call the property and they say call booking.com. 3 separate reservations. All in different states, with different hotel chains. And even though I have email confirmations, this last time I even called and confirmed with both the property and booking.com just to be safe. Lo and behold the same thing happened. And now 3 days before I needed to arrive, everything in the area is booked or tripled in price. (Gee I wonder why my reservation was cancelled???) I am done. Do yourself a favor and book through any other channel.

Honestly, this one went pretty smoothly from start to finish. I found a place pretty quickly without having to dig too much, and the whole booking process didn’t feel stressful at all. When I got there, things were mostly as expected. Not perfect, but close enough that it didn’t ruin the experience. The only thing that stood out was that getting in touch took a bit of patience at times. Still, for the price and convenience, I’d say it did the job well. I’d probably book through them again.

I was promised a refund from Booking.com after I paid a penalty for a cancellation. That was 3 months ago and I have not received any monies. They have also stopped replying to my requests.

Do not use Booking.com, they have no service in customer service. I’m too exhausted to write more. Called 8 times and they dropped my call 5 times and in the end they all said different things and in the end there was no positive result… USE AT YOUR OWN RISK!

I booked 2 rooms at the Tru by Hilton. A family emergency happened and I needed to cancel one of the rooms. I spoke to a customer service representative at Booking.com and they canceled the second room free of charge and issued me that I would not be charged for the second room. I have emailed communication from Booking.com stating this information. My credit card was still charged for the canceled room. I have followed their request for bank statement and proof I was in fact charged. It has been over 2 weeks and still no refund. Every time I call Booking.com I get hung up on. I will never book through them again.

No support from Customer Service. A few days ago I received an email from Booking.com regarding a problem they have caused and are responsible for. I have sent several emails requesting information and support from them but have not received a coherent reply answering my concerns and aiding in resolving the issue. Most of the responses make no sense and seem to be AI generated. Conclusion: disgraceful, irresponsible and unethical practices from Customer Service!!

Stay away from this company. They are a bunch of con artists. They took my money, didn’t book my room, then told me they would refund me and never did. I now have to dispute it with my credit card company, and they won’t respond to them, so now I’m having to wait an additional 90 days. Also, they have no US based customer service, so it cost me $141 to call them, and I sat on hold for the majority of it. Meanwhile, I’m also out the $149 they stole. So, all together, this was a $290 headache.

I booked through Booking.com for a recent trip for flights, hotel and rental car. I had an issue with hotel Days Inn by Wyndham at airport mall in Orlando FL. When we went to check in at hotel the owner of hotel sold it a month before our trip. Which left us with no hotel at check in, which ended up being a blessing because it was a shady dump in bad part of town. So I tried to call booking.com. You cannot reach a human being. I had to find a new hotel. Then I found out that booking.com works with other booking partners like Priceline, which I had not realised at the time like priceline, Agoda etc. So priceline actually booked hotel but through booking.com which was a tangled mess to navigate, but in the end I was reimbursed for hotel charge after calling priceline.

Horrible company. A SCAM. They will book you for unavailable rooms then try to keep your payment. They pretend it is the hotel’s fault when it is clearly is NOT, it is a Booking.com’s fault because it is a SCAM operation. They are currently involved in several international lawsuits as well as under criminal investigations in their own country (the Netherlands). I have all the emails, receipts & screenshots of our reservations & payment as well as video recordings of our situation at the hotel. Thankfully our bank was able to do a Stop Payment.

Booking is the best. All my properties are listed there and I'm very satisfied. 🥰🙏🏻

The Flexible Flight option is a scam, do not waste your money. It says you can change anytime up to 24 hours before your flight, but the only way to change is to call customer service and wait for LITERALLY DAYS for them to make the change - I'm still waiting. When they send an email for you to follow a link to charge the fare difference, it doesn't work. After three different links, the payment types accepted are not the same. This flexible option seems to be run by a third party and is structured so that you will give up and not make the change. I will never book another flight through Booking.com again. The hotel bookings I've made in the past have worked fine, but now after this experience I would rather just call hotels directly and book flights directly rather than ever have to go through customer service again.

Booked a stay at 6450 Cedurhurst near Marine Drive in Vancouver. The place was dirty but as 2 single women we felt unsafe there, we left and never stayed the right. Booking.com says if the property manager does not cancel booking they cannot refund us the $600 we paid. This is terrible because the property is not held responsible and no accountability when they just want to keep our money. I am super disappointed with 30 hours talking to customer service and supervisors without any resolution. They offered us 10-15% back or 2 nights free at same property (the one we felt safe and was dirty). This company rules are criminal and they need to go out ot business. Do not book through them.

I upgraded my seats to aisle seats, but when I got to the airport, I was informed that I was too old for those seats. Booking.com never mentioned that there were conditions. They just took my money. Now they refuse to refund.

Booked hotel stay and had to cancel, hotel did not charge me for room, did not receive any funds from Booking.com and confirmed that booking.com was notified. However, Booking.com KEPT the money!! Each time we called this corrupt company for the status of the return of funds they claimed they were investigating it and that they (a supervisor) would call me back to confirm refund. They never did! This is a crooked company. DO NOT BOOK with them!!

Day 13 of waiting to talk to a supervisor. They don’t have customers back at all. Dealt with a shady Thrifty car rental company trying to overcharge me and refusing to charge me correctly. Walked away from the rental and Booking.com only gave a partial refund.

Booking.com should be ashamed of themselves. I've made numerous calls to their customer service with regards to an approved hotel discount owed to me. Each time a customer service representative hears the reason for my call they hang up on me. This has happened 4 consecutive times by 4 different representatives. I will let everyone I know along with all of my customers, just how poor Booking.com's service is. This is sad and unfortunate. My family and I have used this company on several occasions. Priceline here we come...

Terrible, will never use Booking.com again. We booked a hotel thru booking.com, had a valid confirmation number and went to the property on the reserved date only to be told we didn’t have reserved room. We immediately called booking.com to get it resolved; to no avail. We had to go find another hotel. Meanwhile, we were charged a $127 cancellation fee!! We have been calling booking.com for the past month trying to get a refund. They keep putting us on hold and disconnecting us. We will never use this fraudulent outfit again. Terrible customer service; we feel lied to, deceived and scammed.

I had an extremely frustrating experience with Booking.com and their customer service. I paid extra for a “flexible fare,” expecting peace of mind if my plans changed—but that turned out to be completely misleading. When I needed to rebook, Booking.com did not honor their own stated policies. Instead of a straightforward process, I was bounced between representatives, given inconsistent information, and ultimately left without a proper resolution. It felt like no one was accountable or even familiar with their own rules.

Good luck needing to cancel anything to not be charged. Firstly, when going from my browser to the app, it switched dates from the dates I needed to book, to when the hotel I was looking at was available. So, the reservation was made under the wrong dates. That being said, I then needed to cancel. I sent the cancellation request via the chat in the app, and then figured I would follow the prompt to contact the hotel directly.

I want to no longer use Booking.com after years of business as my experience with them was regrettable, as they were not interested in fixing you, miss you couldn’t be bothered re-booking a separate hotel, as I pre-booked a hotel in Vegas on 29 March for 3 April, which was cancelled prior to midnight day of check-in. The property said it was Booking.com. Play the property. In the meantime, we’re stranded without a hotel for five people and Booking.com had no interest in fixing it. All it did was cause extra stress hour and a half of driving, calling and finding extra funds to rebook another hotel, so as a loyal customer, I will no longer use them. I will delete the app, and I wish people would think twice about using this company, as they’re not interested when things go wrong. All they’re interested in is lining their pockets and stuffing the Customer.

This was an awful experience. The customer service team blatantly lied to me and refused to escalate to a manager.

Booking.Com has become horrible. They did not secure the hotel I booked despite sending me a confirmation. When we called from the hotel, they still could not transfer the reservation. But promised a refund and balance credit up to $47 (big deal). But, they are not even giving me my credit refund. Customer service is horrible. I will personally never use again. Been on the phone, if you can find the phone number, for an hour and they are giving me the run around despite emailing all their requested information.

The information on the website is not accurate and misleading. I made reservation for hotel with airport shuttle service, only after booking it showed that shuttle service only runs in the morning before 9 am and then, after 5 pm. My flight arrives in the middle of the day and I'll wait for shuttle more than 4 hours. No point to book the hotel with them with shuttle service. Very disappointed.

Customer service needs to be renamed. We spoke with the hotel and explained the situation and that we needed to cancel. The hotel said they understood and would not charge us for the cancellation. Booking said they would send an email to the hotel and if the hotel would respond saying they would not charge for the cancellation they would refund the money. They never sent the email so we called back. They changed it to the hotel would need to send the email to them. Hotel said they were not allowed to do that. When we called them back they came up with another email being sent to a partner. Needless to say Booking.com would not refund our money, over $300. Their partner will not refund the money and Booking.com will not help us because it is a partner of theirs not actually them. Look at their website. It says they will help 24/7.

I needed a room at Executive Inn in Kershaw, SC. I googled the ADDRESS and first Executive Inn that came up was NOT in Kershaw. They would Not change my booking to correct address and they CHARGED me for the night anyway for cancellation even though I called immediately after I saw this address was NOT in Kershaw. They are charging you fraudulently for their Google scam.

We love Australia and Australians, so please do not let this one blemish color your view of the country! It is extraordinary. My husband and I traveled on our second trip to Australia visiting the Western and Southern portions of the country. In all cases except at Longview Vineyards, we experienced warmth and hospitality. As Canadians we definitely feel a closeness with our friends down under…Longview Vineyards is the exception…

They will take your money quickly, but if you need help, forget it!!! It's hard to find anyone to actually solve a problem. They send emails you cannot reply to. It's one of the worst customer service experiences I've ever seen.

Made my reservation almost a month ago for a trip to Hungary. I specifically booked the shortest trip with a plane change in Munich. An email arrived a week ago notifying me of a change with my reservations. There is NO WAY to get in touch with Booking.com. No email, no website with help no phone number. Have an appointment booked at destination for the time the new flight arrives. I also bought flight insurance at the time of booking. There is NO mention of it on either the page with reservation or booking website. How are we supposed to get in touch with insurance company in case of medical or other issues that would require change of reservations. This is the WORSE company I ever booked my travel reservations with. Greatly regret it.

Book me at a hotel an hour drive from the venue then absolutely no help when trying to get this issue resolved.

Worst service ever! This company is a scam and you can’t dispute it on your credit card so please beware and do not book with this company!!! It’s a scam.

If I could give zero stars I would…. Terrible customer service…. My husband is having to jump through hoops to get a refund… I would never recommend to use this hotel reservation platform.

I have been using Booking.com for years but am now seriously looking for an alternative. Providing all goes well, it is fine. However, they have no policies to protect the customer so a property can cancel your booking without being obliged to give you a refund and Booking.com will do nothing about it. They claim to offer a good travel experience but have no policies to protect the client against rudeness or unprofessional conduct from a property owner; everything is geared towards the property owner, not the client. Communication from them if you have a complaint is poor to non-existent. Customer service is not a service at all.

I’ve used Booking.com a few times now and overall it’s been a solid experience. The site is easy to navigate, and I like how many filters there are to narrow things down based on budget, location, and reviews. I’ve found some really good deals, especially for last-minute trips. That said, not everything is always as clear as it should be. A couple of times, the room details or fees weren’t fully obvious until checkout, which was a bit frustrating. Customer support helped when I needed it, but it did take some time to get a response. Still, most of my bookings have gone smoothly, and the convenience keeps me coming back. Just wish the pricing and details were a bit more transparent.

My husband and I booked and we selected the refundable option. We then needed to cancel so the reservation and here we are a month later and they still haven’t refunded us. Once we get our money back we’ll never be using them again.

Be very careful when renting from Klass Wagen. Additional insurance was added at the counter without my clear consent, resulting in unexpected charges of EUR 178.44. This was not properly explained, and there was no transparent option to decline. Despite raising the issue, the company refused to provide a refund. This reflects poor customer service and questionable sales practices. I have escalated this case through my bank and the European Consumer Centre. Make sure to double-check everything before signing.

I booked a room through you, paid for it and the day before I flew out I checked my reservations and this one didn’t know who I was, had no record of the booking number I was given by you. A good thing I checked because no rooms were available so I had to book another room at another nearby Hilton. I flew in after midnight, no shuttle available and cabbed to the second booked room. I checked out before noon, spending less than 12 hours. I don’t appreciate having had paid close to $1,000 for half a day. The charge of $437 by Booking.com should be returned immediately to me.

I reserved two hotel rooms for a concert, like 6 months ahead of time using Booking.com. A month before the trip, I had to modify the reservations. Booking sent an email to inform me it would be like $42.00 additional charge. No big deal, I tried to pay the charge. I tried for 2 days to pay the additional charge. Without any success, I called Booking.com, I followed all their instructions but the system would not accept any form of payment. The card was good, was not even close to credit limit. I double-checked. Got another email that said if funds were not paid by a certain day and time, my reservation would be cancelled. I called Booking.com again on three separate occasions and still couldn't get that $42.00 paid.

My reservation had to be canceled due to a state of emergency near the destination. I’m 78 and use a walking stick. Transportation was disrupted and Booking refused to deal with the hotel on my behalf. Till this day the state of emergency is still in place. My 2 month stay at this hotel was not acceptable and booking has rejected my Dispute.

Booking.com show some amount while booking with tax and later charge extra. When raised a complaint they say call is recorded for quality purpose and doesn’t keep any records from from my previous call hence wasted 8 days 4 hours in call with no benefit.

I am writing this to warn others about the absolute lack of safety and customer protection on Booking.com. I booked an apartment in Rome (San Lorenzo Home) for my group of friends, and it turned out to be a complete scam. What makes this situation truly unacceptable is that I was suspicious of the payment method requested by the host (a direct bank transfer to their IBAN via a link). I explicitly contacted Booking.com customer service BEFORE making the payment to ask if it was safe. They reassured me in writing that it was a legitimate and safe procedure. Trusting their supposed authority, I paid. Shortly after, the "host" canceled the reservation and disappeared.

I rented cars hundreds of times during my career with usually courteous, professional service and never been charged for delays. Booking.com charged me $225 because my flight was delayed six hours, cancelled my reservation and forced me to pay another $350 to the same rental agency. AVOID THIS SERVICE LIKE THE PLAGUE!

I booked a different hotel on a different day. I cancelled a booking free of charge....I have confirmation of that...But Booking.com failed to notify the hotel so I was charged for it. I had to file a dispute with my bank to get my money refunded. This shouldn't have happened. It pretty much screwed up my weekend because I was out that money and couldn't do anything about it for two days. This trip was difficult enough for my family and I without having this mess to deal with. Normally, I have great experiences with Booking.com but this experience has made me rethink using it.

I booked a hotel through Booking.com and then received a scam message on WhatsApp from a ** number. The message included my personal information and trip details, along with a phishing link. I did not click the link, but it’s alarming that someone had access to this information. I reported the incident immediately, yet after two weeks, I have received no meaningful response—only unanswered emails and repeated promises of a callback that never came. What’s most disappointing is being told that Booking.com is “just a third party” and that the responsibility lies elsewhere. This experience ensures it will be my last booking with them...

Been a long customer with Booking.com and always satisfied. My last flight booking for a flight was a nightmare. The support impossible wasted hours without results. Could not make any changes or cancel. Last all money for the flights. Never again booking.com or gotogate. They lost me as a user/customer.

I attempted to cancel my flight booking on February 11th at 9:00 AM—well within the 24‑hour window allowed for flights to and from the United States under the U.S. Department of Transportation’s 24‑Hour Cancellation Rule. The ticket was for travel from Naples, Italy to Los Angeles on March 5th. Despite this, Booking.com denied the cancellation, claiming I needed to cancel before midnight on February 10th. This is incorrect and contradicts the 24‑hour rule, which clearly states that customers are entitled to a full refund if cancellation occurs within 24 hours of booking. My request fell within that timeframe. This refusal appears unjustified and feels like an attempt to withhold funds without legal basis. I am requesting a full refund of 610 USD. If this is not resolved promptly, I am prepared to pursue the matter through small claims court. I am extremely disappointed by this experience and will not be using Booking.com again.

I had used them for a half dozen bookings. Everything through the app was great until it wasn't. I booked 6 lodgings in other countries 8 months in advance. I was charged on my credit card for them. 5 of those bookings stopped appearing in my app. I was able to contact 3 hotels directly and they confirmed they do have my reservation and confirmed they can no longer see it on Booking.com either. The other 2 were private residences. I have only received 1 reply from the 6 messages I have sent in the past 6 weeks. Since they seem unwilling to look into why my bookings no longer appear even though I have confirmations from some of them - I asked only for a way to contact the owners of the private residences to I can confirm with them. Never got a response. Not happy at all! Won't ever use again!

I made a reservation. I filtered it for reservations that would take my credit with Booking.com. They did not use my credit in the reservation. I spent ages on phone with them over the week about 4 to 5 calls. Customer Service was a nightmare. They could not fix it they showed it as reserved. They took the money but the hotel did not show my reservation. Finally 10 days later at the hotel had the reservation in their system by which point I’d rebooked a room. Booking.com told me they could not cancel the reservation. I contacted the hotel directly and they were brilliant. They contacted Booking.com themselves and got the booking cancelled. Fingers crossed, Booking.com actually refunds the money. It’s really sad as I’ve used them for years and rave about them. But this year my daughter and I have had three bad experiences with them.

The contract that I signed at the time of the booking gave them the right to refuse to refund any of my booking fee, but they did not pursue that honest, straightforward course. I would not have been happy, but I would have understood because those were the terms of the contract. Instead, they passed the determination off to the hotel, who then told me that Booking.com had made the reservation, so they had the determination power.

WILL NEVER BOOK WITH BOOKING.COM EVER AGAIN!!!! We booked our honeymoon almost a year in advance, paid in full before it was due. I changed my last name on the booking because I put my married name, not maiden that matched my license so I changed it. Did you know that Booking.com will charge you eight dollars and some change to simply change your last name on a reservation? They also don't warn you about that before you do it. Anyway whatever, I'll pay it... Oh wait I can't because their site won't load. Tried the app and the website, neither worked. I message multiple representatives about this and was told OVER AND OVER that it was fine. Have messages and a voicemail proving it.

Booking.com offered me 15£ discount on flight booking. On their website price is 92 while all other tickets sites price is 78£. That's their discount.

I’ll never book with them again. In big green letters, “Free Cancellation”. In tiny fine print that basically no one can see, you have to cancel within “x” timeframe to get free cancellation. They say call the property to cancel. The property says call booking. No resolution!

Subject: Public Awareness Report: Fraudulent Practices by Booking.com and Holiday Inn Express. To Whom It May Concern, I am writing to bring attention to a distressing experience I recently had with Booking.com and Holiday Inn Express, which I believe constitutes fraud and theft. My intention is to warn the public and urge regulatory authorities to investigate these practices to protect future consumers.

Completely Unacceptable Customer Service & Misleading Information. I had an extremely frustrating and disappointing experience with Booking.com regarding a reservation at Embassy Suites by Hilton Birmingham Homewood. I originally booked a room for the 30th but needed to modify it to the 29th. I contacted Booking.com FOUR DAYS in advance and was told this could not be done and that I would not be eligible for a refund. However, when I went directly to Embassy Suites, their staff clearly stated they had no issue approving a refund — they simply needed Booking.com to contact them. Booking.com refused to do this.

I am a regular customer, but don’t want to be anymore. I booked Hampton Hilton at Guangzhou for 14-21 March 2026 with Pay Later condition. On 9 March I got an email only given 1 day to change my credit card. Since I did not read my emails everyday, the reservation was cancelled. Several hours after it was cancelled, I tried to call Booking.com 2 times & the hotel 3 times, it was not resolved. I had to make another reservation with much price different. Then I bought from Agoda with the same credit card, it went smoothly.

This is my review. They charged me for the flight but never sent me a confirmation, I called the actual airlines and they confirmed it was not booked. Three months later I am still dealing with this situation because I had to buy another ticket from the airlines directly. I am writing to formally dispute a charge of $931.89 for a flight booking made through your platform. Although my card was charged, I never received a confirmed airline ticket, only a basic itinerary.

Thieves and scammers. Run by a bunch in ** con artists. They will steal your money without qualms. Stole mine even after the hotel issued a full refund. Why are we even letting these ** have these jobs??

Worst customer support experience of my life! I had to change the date of a flight. Every contact with the support had to go over their horrible livechat, from which you cant tab out without losing connection. It took 4 attempts, over 1.5h each, to get in contact with a human, however none but 1 could help me. The one that could however screwed up the amount of the fee I additionally needed to pay, so that in the end he didnt help me at all. I'm giving it a last try tomorrow. Never again will I use a service of Booking.com and I urge you to do likewise.

Booking.com is not a reliable booking service. After proof that the hotel extra charged me for the room due to reduced payment by booking.com, the company suggests they sold this reservation to a third party and cannot address this. Buyer be aware. In addition, Booking.com would not allow a review to be done on property.

We book a hotel thru Booking.com at Portland ME - Comfort Inn near the Airport [Comfort Inn South Portland Airport 90 Maine Mall Rd, South Portland, ME 04106]. Once we arrive we had Snowstorm advisory to Framingham MA. We check with the Front desk Lady1 - she said to contact booking.com to request for the change of booking 11am in the morning. We contacted booking.com and they help us with the change - We came back in the afternoon to check-in Front desk Lady2 confirm we have 1 night reservation.

I had a hotel booking on Booking.com and received a WhatsApp message, I thought that was odd, so I contacted the hotel- through Booking.com messaging. I received a response back that said to follow the directions or my reservation would be cancelled. Needless to say, I followed the directions and lost money. I contacted booking.com immedialty - I uploaded pictures and statements. I was told that they would refund me the money I lost and that they just needed to review the paperwork. No response from them.

I cannot recommend Booking.com. I lost over $180 USD because their booking software has a date glitch and they would not acknowledge the problem. Their representatives by phone and by email would not address the fact that their reason stated in an email for denying my refund was inaccurate to the facts of the situation. No listening. No taking responsability. No apology. No refund. And no one cared. The registration desk person at the hotel told me that the online bookings.com software automatically changes the date of the reservation to the next day when there are no available rooms. The problem is, I did not notice that the date I just inputed was not the date on the reservation. Yes, that could be seen as my mistake. But there is more to come.

I would like to clarify that this is not simply a matter of a refund, but one of principle. The credit that has been applied to my account ($10.00) is both insufficient and unacceptable given the circumstances. On the second night of my stay, I returned to my room and was met with a strong odor of marijuana, making the room uninhabitable. I immediately contacted the front desk and requested that the property manager accompany me to verify the issue; however, this request was not fulfilled. I then asked to be relocated to another room, but I was informed that no alternative rooms were available. As a result, I was left with no reasonable option but to gather my belongings and find alternative accommodations close to midnight, which was both inconvenient and unacceptable.

I’ve been on the phone with Booking.com for over 3 hours. I pre-booked four nights with a hotel and my plans changed mid week. I requested a date change on my reservation and booking.com approved it. The hotel did not according to booking. After hours of going back-and-forth with booking and the hotel booking.com insist that a refund will be going through and the hotel states that the refund must come from booking.com. I still have not received my refund. Using booking.com is a waste of time and in my opinion there are far better apps that are honest and trustworthy. Booking.com is not.

I Cancelled a hotel booking late, and as expected was charged for one night. The hotel refunded the balance to booking.com, but it took almost one month for Booking.com to send the refund to me. After weeks of stalling, they finally notified me the refund was processing and would take 7-10 days to arrive(?) On the 10th day, after the refund had not arrived, I called, and screamed, and it was sent immediately. DO NOT EVER USE THIS PLATFORM!! They are crooks, and will hold your refund monies until the very last minute.

I recently made a purchase for a “ROUND TRIP” flight that was supposed to be completed in a single day. Phoenix to Chicago and return, nothing special. Now when I think of a round trip, I envision starting a journey from one location, traveling to another, and returning to the original point. I didn’t expect this to be an unreasonable expectation when searching for a round trip flight. I was aware that my two non-stop flights were booked on different airlines, which I hadn’t traveled with before, but I didn’t mind. However, when I arrived in Chicago, I noticed that my return flight was departing from a completely different airport, which was over an hour away. I had to quickly find a ride to get there. Additionally, I discovered that my flight would land at a different airport than where I had started, so I needed to arrange for a ride from airport number four back to airport number one to retrieve my vehicle.

I have booked two separate trips before the war in IRAN. Due to safety and other considerations, I wanted to change or cancel the trips. However, there is no easy way talking to a person in booking.com. Wait time constantly more than an hr and if you even reach one, phone hangs you get fake email that they can't reach you. No honest, effective communication via email or chat. I will never ever utilize booking for my travels again.

Disappointing experience, ended up paying twice for the same night. Customer service impossible to reach, automated answers that do not even address the correct issue. Considering that I am supposed to have "Genius Level 2 VIP" status, I received zero customer service. Spending time writing to the help center or holding on the phone for 45 minutes at no avail, I will end up paying twice for the same night (flight was canceled due to weather so booking took the payment for both nights but cancelled both before my arrival), really incredible, and no way to dispute or even explain what happened. This was my last time making reservation with Booking.com.

My bank account has no connection whatsoever with my claims. When I called Booking.com customer services, the waiting times exceed 30 minutes, and when someone finally answers—they either hang up immediately or claim they are transferring me to another department, only to hang up again. I will NEVER use this service again; it is a fraud.

This company needs to be shut down. Soooo dishonest! I made a reservation and two days later the same date and hotel was $10 cheaper. I circled back to Booking.com and they play dumb and act like they do not have my confirmation number. Crooks.

Won't issue refund after not delivering rental car I paid for. Complete scam. Stay away. Customer service will waste your time until you go away. I've never seen anything like this. The car company said they had not recovered any money so it's just Booking.com refusing to refund.

Booking.com is a not recommended to anyone if you are finding for a reliable hotel booking site. They don't validate the hotels are genuine or fake. Also, they are absolutely nightmare if you cancel or refund the money. Their finance team is actually been trained to not give your legitimate money and they have backend system that will show refund initiated but actually it never happens. Also, they try to play this by saying your bank's fault. You will end up sitting in the fence with nowhere to go. It was my last booking with them. I am ready to pay 100 bugs more but not booking.com. Better to be away from cheater or else face the consequence.

I had a terrible experience with Booking. I’m a Genius Level 3 customer, and I came very close to losing €300 because they allowed a fake (scam) property on their platform that was asking for money for a supposed deposit. From the very first call, I was guaranteed that I would receive accommodation with similar features and that they would cover the price difference. After a week of talking to call center agents, I am still being put off, and they even hang up on me in the middle of the conversation!!! I DO NOT RECOMMEND.

I am currently trying to get a refund for an unconfirmed booking since February. I haven't gotten anywhere in this investigation and it's bad business at this point. Do not book through this company...

To Whom It May Concern, My name is Trinity **, and I am filing a formal complaint against Booking.com regarding the sudden suspension of my husband Spencer **’s account and our inability to access funds associated with it. The account was disabled without any explanation. We contacted customer service and escalated the matter to a supervisor; however, the supervisor refused to provide any meaningful information regarding the reason for the suspension or the status of any funds tied to the account.

This complaint is for March of 2024. We booked a hotel in Utah as a sleep stop for a trip from California to Wyoming. Although we searched for a MARCH booking date the site presented a booking for a date in APRIL at a "best price". Because I am disabled I did not notice that the booking was shifted to April before confirming the booking, I assumed it was the date I searched for.

I booked my stay at Booking.com for Grand Bavaro Princess, Punta Cana, and I want to highlight the excellent support I received from Booking after a very stressful situation. During our stay, my daughter’s AirPods were stolen from inside her backpack in our hotel room. We reported it to the hotel and even showed the location through “Find My,” which indicated the device was in a nearby city. Unfortunately, the hotel’s manager and supervisor were dismissive and refused to take responsibility or offer any compensation, which was extremely frustrating. I then contacted Booking.com to report the incident, and the difference in customer service was remarkable. The agent was extremely empathetic, kind, and professional. He acknowledged that this is not something anyone should experience during a vacation and sincerely apologized for what happened — even though it was not directly their fault.

Terrible service. Instead of solving a documented health and safety issue, your agents (Mario, Shahd, Mosaab and several more) hid behind generic scripts and standard terms. You forced a family with children to drive an unsanitary, biohazardous vehicle by refusing to provide a replacement or a transfer. You have shown zero accountability for your partner Thrifty's failure. This is not customer service, it is a total lack of responsibility for passenger safety. Stay away from Booking.com.

I booked rental car through Booking.com. Pickup in Burbank, Ca. Drop off in Ontario, Ca. The day I was to pick up the car, my flight got delayed 2 hours. I called DOLLAR RENTAL CAR, and informed them of the delay. They assured me, twice, someone would be there, and that they will wait up to 2 hours after your reservation. Even if they are closed.

Booking.com falsely advertised the rental accommodation and price to be paid. On arrival I was booked by the resort as a camping site when specifically requested a 2 sleeper chalet. The resort accommodated me but forced an additional payment to do so. Booking.com passes the responsibility to the resort and refuses responsibility for false advertising and misleading the public and will not refund.

Buyer BEWARE!!! Once you have a billing issue with the property, you are on your own. Booking.com does not provide and support in mediating the issue. Very disappointed with their lack of customer service.

Booking.com stole $370 from me over a double charge. I cancelled 5 min after the transaction and they failed to return my money. Apple Card with Goldman Sachs also sided with Booking-com even after I provided them with irrefutable evidence. Booking-com is not even a U.S. company. Will never use either ever again.

I purchased flight tickets through their platform, but the flight was later canceled. When I contacted Booking.com for assistance, they refused to help and simply told me that the tickets were sold by a third-party provider and that they are not responsible. This is extremely frustrating because I trusted Booking.com as the platform I booked through. Instead of supporting their customer, they shifted all responsibility and offered no real help in resolving the issue. To make matters worse, I did not receive a full refund. If you’re booking flights, be very careful — even though you’re using Booking.com, you may end up dealing with a third party and have little to no support if something goes wrong.

The absolute worst customer service you can imagine. Impossible to reach. They will transfer you 4-5 times back and forth to jerk you around, and keep you on hold for hours. Save your time, money, and sanity, and do not use this website.

I am a property manager for a booking.com listing. They have refused to refund me for a booking that never was booked in my system, as the customer had already booked the room directly a day before they accidentally booked with booking.com. The booking.com system clearly shows a rejection in my hotel system, and they still want me to pay 20% for the reservation that wasn't even a successful reservation. They are not honest. How should I be responsible for a failed reservation?

Confirmed and Guaranteed—Until It Wasn’t: How Booking.com Left My Family Stranded Before a Major International Event. I made a “confirmed and guaranteed” reservation through Booking.com nearly a year in advance (June 2025) for a stay in Hessisch Oldendorf, Germany during a major international event. In March 2026—just months before travel—the host (property: ATAMAN) abruptly canceled, stating in writing that “20 people booked at the same time” and that he had no rooms available. In other words, the property was overbooked despite my reservation being confirmed for almost a year.

First and last time I use Booking.com to make a flight reservation. My flight was cancelled by the airline. I requested a cancellation certificate to avoid discussions with Booking.com when ask for a reimbursement of the paid flight ticket. Three months have passed, to be able to talk with someone at Booking.com customer service is almost mission impossible, you need to be patient as you will be left hours on the line, or at their customer service chat before someone pick up the call/chat, then they will ask all as if this is your first call and put you on hold to later tell you that they are still waiting on the airline to reimburse them so they can reimburse you....

If there was a negative rating for Booking.com, I would give them a -10. Last year, when traveling in Brazil, I booked a stay 21 day stay at a Chalet. It was a mess from the start. There were issues with someone else parking where we were told to park, and it took hours to sort it out. The next thing that happened was that there was no hot water to take a shower. That was fixed just over 24 hours later, but soon there was no water. Once the water was restored, the hot water went out again, and then the water went out again.

Booking.com allow hotels to be on their platform that are very nasty and unsafe. If you have to cancel from any of them once arriving you will be disappointed because refund process takes months. All I wanted was a refund or a voucher. They do not help you with that at all. They leave you to fight the hotel to get your money back. Choice Hotel is better.

This Booking site should be banned. There is no regulation because it’s based out of the Netherlands. Reports to BBB are unable to assist. Contact credit card companies side with Booking in all instance. 😡😡😡 READ THE REVIEWS!!! DO NOT USE THE SITE TO BOOK ANYTHING OR YOU WILL REGRET IT. Do your homework because there are many people tell the truth. This was a horrible experience; pouring acid on me would have felt better. Leaving this location and locating another place to stay in an environment conducive to our dogs needs, our needs, and attempting to enjoy the remainder of our vacation.

Booking.cm took our money for the reservation but wouldn't validate the reservation. We were left to sleep in the truck all night due to this situation with kids in 20° weather. They would not honor the money but they took the money but would not honor the reservation. It was very difficult to try and contact anybody as it is. All AI. No solution was given.

They are thieves. They steal from honest people. Don't book with them. They also protect the accommodations who are thieves and who cancel bookings and don't refund you. This is robbery and should be taken to the European Court of Justice.

Horrible customer service and seemingly determined to 1) keep my $300 and 2) lose me as a customer for life. I rented a 7 seat car in Ft Lauderdale FL, the app had the Easirent as "acceptable" or something, like a scoring system. When we arrived they weren't listed on any of the signs, the shuttle bus was late, the building was dirty with duct tape on the walls and filthy floors and the DID NOT HAVE A 7 seat car to provide. Booking.com failed to do anything productive when I called and is still fighting to keep $300 of money for services that were not provided, instead of fighting to keep a customer. Never again. NEVER BOOK THROUGH THIS COMPANY.

Left mainland USA for st croix. Upon arrival Booking failed the mention the host cancelled 5 days before. We got to hotel and no reservation, it's spring break and nothing else available on island. We were forced to change flights and leave the island and are still stuck half way home due to cancelled flights. We are out 2000$ plus our original booking. Steer clear. We will prob never see this money. They have ruined a week long vacation.

Another disappointed Booking user... my first request to cancel a reservation due to a medical emergency ends with an email black hole. After multiple calls to both Booking.com and Tru Hilton in Miami FL, I am told by Booking, "We've sent emails and haven't heard back from Tru." Tru says they haven't heard from Booking and can't do anything until they do. Second call to Booking and I am asked to call Tru and ask them to update their email. Tru said they did. Booking sends another email stating they haven't heard from Tru and I go round and round again. Three cycles of this nonsense and no change. Ridiculous. Just say no to Booking.com!

I stepped back outside immediately, shaken and terrified. We were four hours from home, standing in the dark in an unfamiliar city with nowhere to go. When we called Booking.com customer service, desperate for help, the response was shockingly cold. They didn’t ask if we were safe, didn’t acknowledge the danger, didn’t offer support—nothing. All they said was that they could refund the reservation. That was it.

Bad website and trash customer service. Don’t use them again. Stealing money from customers and customer service hang up with no reason. Just go directly to the airlines or hotels and make deal with them and pass Booking.com.

I booked this hotel because it was advertised as a non-smoking property by Booking.com, but my experience was extremely disappointing from the moment I arrived. When I first entered the room, the entire space smelled strongly of **. The bathroom was also clearly not cleaned properly. I immediately went to the front desk and reported the issue. They moved me to another room.

I booked a room and the app booked it for the wrong month. When I changed the month, they charged me $104.00 twice! They said it will take up to 2 weeks to get a refund. DO NOT USE THIS COMPANY. CALL THE PLACE YOU WISH TO RESERVE DIRECTLY. THIS COMPANY is a SCAM!! Will never use again.

James Waters, and Glenn D. Fogel and Maria Rocha Barros, It has come to my attention that Booking.com is rendering services on its website that it cannot provide. Simple…..I chose a room with an option for 1 Queen or 1 king - I chose a king. When I arrived I was give 2 queens. Keep in mind that was not offered on the website - Secondly, because all king rooms were sold out, I was give the 2 queen option. Total was 194.80 but when I asked for a discount, the Booking.com supervisor could not offer me a 10% discount - really….$19.40 and I was disgusted with how I was treated. The hotel was willing to pitch in the 19.40 for their half but you customer service reps denied my request.

I booked a motel through your website for $212 dollars for a room that wasn’t up to my needs. Called for a refund just to get took down the rabbit hole, and get my money stolen. Now they saying they can only give me $11 back of $212? Unacceptable! I have proof of pictures of payments that came from my card and now can’t be refunded back! Do not trust this company they are in the UK, barely speak English, and use they own card to book with our money after we book any service with them. I’m not with the 3rd party money sending. I should’ve never came to this company. Wouldn’t recommend it for an animal let alone an human. Do better booking at least for the next customer cause you lost one this way and anyone I know that goes through you I will let them know your not a professional business.

I made a reservation for a birthday trip. Received confirmation and check in details. The property manager is unable to collect payment because Booking.com system has malfunctioned. The property manager will not honor the reservation due to not being paid. We search 20 minutes to find the customer service number, we are on hold another 20 minutes. Finally Joshua C answers the phone and he doesn't car its 10 PM and we are stranded. He is short and nonchalant. Despite waiting 20 minutes to speak to someone he recommends waiting 30 minutes for a timer he has set to see if the merchant will provide alternative accommodations he never calls back. He says only after they don't respond that booking.com will refund our 350.58 in 12 business days. So no refund, no place to stay, no call back at 10:30 PM in Baltimore city after a 4 hour drive to get there. I will never use this service again and if I don't receive a full refund I will fight it.

I made a reservation with booking.com (crap) and called to cancel my reservation 3 days later because of sickness. Booking.com denies you of cancelling a reservation and getting a refund. This is quite the site and we will never use it again - EVER!! THIS IS A RIP OFF SITE THAT SHOULD BE BANNED FOR INTERNET USE.

After 15 years on booking hotels I got so disappointed with Booking.com. They have charge my account against the policy and to refund the amount I had to call several time and still not clarified yet to refund my amount which was by mistake. I have to wait 12 working days.... are you serious?? You have became stealers? I will not book again, thank you booking.com for ruining my holiday...

I am suing this company for supporting illegal behaviors from one of the properties they list!!! The property has cameras facing the women's restroom and allowed a male staff to go into the women's restroom while it was occupied!!! All of that is illegal and "Booking" is fine with it! That property treated me like trash and violated me... All reported to "book!" Plus, they didn't refund my money for future days when I requested to cancel those days!!! Booking properties also have rats and roaches.

Requested a cancellation through Booking.com. They never sent the request to the property and kept my money. Contacted the property directly and they never got the request from Booking.com. Whatever the discount, nothing is worth using a 3rd party website.

I booked a hotel reservation then my plans changed and wanted to cancel. I pressed cancel and Booking.com showed cancel for free in green and red letters. I pressed cancel for free but at the end I was charged the total amount paid for the reservation.

We would like to formally record this message regarding the cancellation of our booking and the circumstances surrounding it. Before our stay, we contacted the host, Emmanuel, to politely ask about the parking arrangements for the property. During this conversation, the host spoke to us in a very concerning manner. While discussing unrelated matters, he stated that if there was any noise, he lives nearby and would come and “kick us all out.” As a group consisting only of ladies, hearing such statements from the host made us feel extremely uncomfortable and unsafe about staying at the property.

Location was great, potential for a really nice place to stay. Issue was cleanliness! Owner needs to hire a professional cleaning company. Pretty disgusting. Sticky substance on the floor, dishes dirty, shower curtain mold . Should be a clean place to stay.

Quickest way to lose money ever, I made a reservation by booking a hotel room and paid. However the purpose of my business attendance was cancelled. I needed to cancel my reservation. However numerous messages to the message center were not given the decency of a reply not withstanding notice that I would get reply by phone or mail. When I phoned the AI insisted on a reservation number which was not supplied to me - I only received a 19 digit confirmation number, a 6-digit pin number, two check in numbers (9 & 19 digits). None of these were accepted as reservation numbers which apparently was supposed to be a 10 digit number. I phoned the Hotel twice and they confirmed they would be happy to cancel registration with a small cancellation fee - which was obviously acceptable. However the hotel required a mail from Booking.com which simply never happened.

I put Flamingo Hotel on reservations for 4/10/26 to 4/12/26. Nothing was suppose to be charged to my card until 4/6/26. My card was charged on 3/4/26 of $183.14. I cancelled my card. I called hotel spoke with Shenel. Stated she can't refund me. But will have her manager call me Friday. Still no call. I did get a email saying they will not refund me to get my money from bank.

I booked a trip to Long Beach and they got the dates mixed up so I had asked for it to be corrected and I even called the hotel and asked them to follow up same day. The next day I get an email saying the hotel hasn't responded so I requested a refund because they had either lied or couldn't do what they said when I asked for my refund. It said I was entitled to a full refund and customer service with Booking.com does not exist. I will never book though them again and I hope they get their stuff together. I bet I still won't see my $322. And by the way most hotels tell you to contact the booking agency

I bought round trip tickets for a domestic flight in Argentina. My schedule changed and when I went to change my flights, Booking.com has all flight changes locked right now unless you are traveling within 5 days. Their notice states they are prioritizing changes for travelers in the middle east due to the situation there now. While that is understandable, it is not acceptable to simply pause services to customers in other areas. In the meantime, flight options are getting fewer and fewer for me and costs are rising. A change only made 5 days out could double the cost of my ticket. Emails and calls are useless as they are just handles by AI assistant and it will not connect you with a live agent. If you are unable to provide proper services as an agency, then you should not operate as one.

If there is a 0 star I still wouldn't select that option but choose a negative 5 instead! Called in multiple times just to change a simple flight that had been unilaterally changed by the airlines. After waiting on hold forever the first day I got thru some helldesk in India at 13:45hrs SGT and the person promised me that the flight I wanted was available and would be proceeding with the change if there was no difference in ticketing class. At 19:13hrs someone from the helldesk attempted to call me but I was engaged with a business appointment. The person then dropped me an email to tell me the flight that I wanted to change to wasn't available and I needed to call back again to find another date or time (online chat just automatically kicked you out!).

Not Recommend at one of the worse website book your flight. No one listen. No response back from them. I never recommend to them. Due to fight Iran Iraq flight was cancelled. I ask for refund. Nobody listen. They don't refund at all. I lost my almost $1000 dollars. Don't book the flight with them. Very worse experience. Book with Expedia and book direct flight.

Been waiting a month on a refund. Keep giving me the runaround every time I talk to somebody. It's hard to connect with a customer service. I will never book through them again. Airline said they refunded Booking.com. For my flights that was canceled through them.

I used Booking.com to reserve a hotel. I cancelled my trip. The hotel didn’t charge me but Booking.com charge me $751 and the hotel never received a dime. Never use Booking.com ever. Put these thieves out of business.

I had the most awful experience with Booking.com. I reserved three rooms for New Orleans Mardi Gras six weeks before. The morning of Mardi Gras, when I was getting ready to ride on a float in a parade. I called the hotel, and they said they only had one room. I stayed on the phone for two hours prior to my float riding experience with a Representative Ivar, who assured me that he would find a hotel with lots of work on his end. He did find me a hotel and assured me that he would make sure I didn’t pay any more than the original price I paid.

App and they gave me the refund in rewards to use by the end of the day. They are scammers. Scam.

I had to complete my booking 9 TIMES before it allowed me to check out. Each time, I got to the last page it would kick me off and then the next time I made it through selecting everything, the price increased. I was charged $30 to add a rental vehicle with a pickup time that was auto scheduled by the site for after the car rental company closed. I spent 7 hrs. waiting in the rental car facility for them to open, and then was charged another $361 for a one day rental at the counter.