Booking.com Reviews

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.

Presently in Asia Cambodia Kep. Booked thru Booking for a month. Found the hotel on a very busy strip. The view disfigured by a giant billboard, loud music and a jungle of wires. No way out the hotel. Won’t refund nor can Booking help. Booking offered a voucher for 11 USD!! The price every person is paying a different price! From 35 USD to me 48 USD. I walked to a chic hotel 400m and got an offer at 40 USD with breakfast! I finally wangled a complimentary breakfast here for travel in Asia. I have learnt now never book more than a night! There is a mega offer and prices on ground are very competitive. Never book flights especially internal flights on Booking. They just tell you to contact the airline directly and when it is a small airline it’s a nightmare! Go direct!

Very difficult to obtain a refund due to a death in the family even though the refund insurance was purchased. According to the guidelines, the death must have occurred 30 days before the reservation which makes zero sense.

We had booked accommodations thru Booking.com on January 11th, 2026 for a stay on May 17th 2026 in Manchester UK. We planned ahead to attend a premiere league soccer match and our 40th Anniversary. All went well until today when we received a cancellation notice. Upon further investigation, it says that "We" initiated the cancellation, WE DID NOT. Further, we could find the same accommodation through other sites for the dates we requested but a much greater price (note there is a soccer match that day). We have contacted Booking.com for some clarification as well as the accommodation directly however, neither have responded. I find this business practice to be highly suspicious and unethical.

We chose Booking.com because we believed that booking through a global platform would provide a layer of protection and reliability. Unfortunately, our experience in Norway was very different from what we expected. The apartment we booked (one year in advance for a 50th birthday celebration) was materially different from the photos and description published on the platform. Missing furniture, broken lighting, serious hygiene issues, dirty dishes, leftovers in the fridge, an unusable oven, and a bedroom that was cold and not suitable for use. Everything was documented with photographs. We submitted a formal complaint and uploaded four photos with our review on Booking.com showing the actual condition of the property. Those photos were not published. After contacting customer service by phone, we were informed that they would not be posted.

STAY AWAY FROM BOOKING.COM. I booked a one night that was over a month out. Cancelled it the very next day (which was still 1 month from check in). I called the hotel directly, the reservation has been cancelled. But Booking.com refuse to cancel it. That is double dipping by Booking.com. I have to pay for a room that I never used so they can turn around and book that room and get paid twice. DO NOT EVER USE THEM.

Terrible or non existing customer service. Have dealt with them twice and the both experiences very bad. No refunds even through the insurance company they use when I had to change the date on my reservation deal with the hotels direct.

I will never be using this company… I will never be using this company again. I booked a room at the Comfort Inn and Suites Tigard, Oregon. There were multiple hairs in the bed, couch had multiple large tears, there was garbage on the floor and the rooms were so outdated - the bathroom had stains all over the shower, the tables scratched up. The woman at the front desk was really nice. I was very nice and went to request a refund 5 minutes after arriving, notified the room and checked out. I notified Booking.com within 30 minutes and kindly requested a refund. They only did $11.81 for the evening, and this seems completely unreasonable to me. They simply said they could not reach an agreement with the hotel. I had multiple photos of the furniture and hair, etc.

In December 2025, I made a booking for Hotel Mini in Busan, Korea for February 11-14, 2026. I was travelling with my adult son and had booked 6 hotels on this trip all were one room with twin beds. When I arrived the room available had only a double bed. This situation was not acceptable. The staff agreed that I should cancel, but said I could only do so through booking.com. I booked the new hotel through booking.com and got a twin room as booked. I contacted Booking.com through their App but got no solution. They indicated they would respond in 48 hours - that didn't happen. I then communicated through their customer service and other than acknowledging my email they did nothing. Eventually I got a response from a person looking for my booking details, ironically they were all in the attached email, but I sent them again. They have not since responded. This is a clear case where the booking was not properly fulfilled.

I have been in the short term rental business for over 10 years and finally was willing to give Booking.com a try. We have 50 properties and are on multiple platforms. I have always heard horror stories from booking.com and now I have my own experience. It has now been over 3 weeks for me trying to list 1 property. Customer Service has been impossible, you can't get any answers.

Be careful!!!! I arrived at my 3 min walk to Miami Beach and unloaded my family's luggage only to find an empty building. We luckily had the cab guy’s phone number but we still had to stand in the road with our luggage for an hour. Almost all the hotels were full because it was a cruise weekend and I had to pay 800 dollars for a last min hotel and the next night 400 for a 2 bed and there was 5 of us. All this came out of our travel money because I had to wait for a refund on the original 700 dollar for the two nights (7 to 12) days. They almost ruined our family's vacation!!!! I told my kids that the struggles in life only make us stronger and made it a learning lesson. Lesson learned!!!!

We had a very disappointing experience with Booking.com and want to warn others. My parents arrived at a property in France booked through Booking.com only to find broken fixtures (including a broken toilet seat), missing toiletries, and an overall unacceptable condition. They contacted the property manager immediately. The manager acknowledged the problems and explicitly told them they could cancel, receive a refund, and book another place. They were also told to contact Booking.com to process the refund.

I will never book with Booking.com again. The quality of this platform has deteriorated greatly. The listing was misrepresented. I was given no compensation except $US dollars which is ridiculous. My call to the UK probably cost more and the email I was given to contact the agent helping me was no longer valid. Not only will I never use Booking.com again and I will make sue to tell all that I know about my experience.

I am extremely disappointed with the service I received from Booking.com following a very upsetting experience during my stay at the Best Western in Rome. My small children and I checked in late, only to be assigned a room located directly beside a known construction zone. At 7:30am, we were abruptly woken by extremely loud drilling. The noise was unbearable — especially with young children — and we were forced to check out early. To make matters worse, construction should not have begun that early according to local regulations. While the hotel did provide complimentary breakfast and airport shuttle service after we complained, that does not change the fact that they knowingly placed a family with small children in a room next to active construction. This could and should have been avoided.

Horrible company. You can never talk to a live agent. Nothing can be resolved. Their AI system is horrible. Never again! Hours with their help desk and no results.

If I could give negative stars I would. Policies that seem to come out of nowhere, non transparent booking rules, absent phone number on site making it nearly impossible to call. I will never use this site again, due to the "policies" that are not clear that actually try to rip you off. I have never been more dissatisfied with a company and I hope everyone thinks twice before booking with this site.

Thought this was a legit site until I ran into some trouble with my flight booking. Saw that the date was not correct and they would not allow me to cancel under the 24-hour cancellation policy even though I called under 24 hours and legally had a right to cancel for free because they said the airline rules force them to penalize half the cost $270 of the ticket. Called the airline, they confirmed that booking should cancel under this policy for free and airline honors a full refund. Even after 5 calls to the airlines, including the airline rep talking to booking directly, they still would not cancel for full refund. They told me to confirm with the airline too but that was not enough. Basically wasted my whole day calling back and forth when they knew they would do nothing to help me resolve the issue. If you are going to do nothing then don't push me to waste my time!

I booked accommodations for an upcoming trip, received multiple notifications from Booking.com *confirming* my reservation, then was later told there was a 'problem with the payment' that had to be resolved to ensure my booking wasn't canceled. When I called booking.com to resolve the issue, I was told that they had erroneously confirmed my booking because the location had actually already been booked by someone else, & that they'd 'allow me' to cancel free of charge - as if I wanted to cancel & this wasn't their screw up. Mind boggling. Will avoid this site going forward.

I stayed at one of the most god-awful hotels I’ve ever stayed at in my life. Super dirty, unfriendly staff, had to beg for my room to get cleaned. Finally after 13 nights of being there they cleaned my room only to find that they left my door open. When I approached the lady at the front desk her response is, "I’m not part of the cleaning crew." Of course I got upset and yelled that this place is awful. Then she had me removed from the hotel, told my boss in Booking.com that I was violent and I had to be drugged out of the hotel by security and they have video proof of it.

I am extremely disappointed with my experience with Booking.com. After making a reservation through their platform, my personal information was apparently breached. Shortly afterwards, I received a very convincing scam message via WhatsApp that included details of my booking. Because the scammer had accurate booking information, I trusted it was legitimate. As a result, money was taken from my bank account.

These people are thieves! They refused to refund all of money after a last minute rental car cancellation due to a pilot's strike. I had booked a car with Hertz through their site and thought I was dealing with Hertz’s cancellation policy. I never even saw Booking.com’s cancellation policy. This was a classic bait and switch. Do not do business with these people. They are money grubbing criminals.

Completely unethical practice. They should be put out of business. I booked a flight that was canceled by the airline - American Airlines. Booking.com said they'd issue a full refund. All I got was $111 for taxes, yet the flight cost $1784.80. I have spent hours trying to get help from Booking.com/Gotogate and American Airlines. I got no refund nor travel credit, yet the flight was canceled by the airlines. I was reassured by Booking.com that I'd get a full refund when I finally reached them by phone - 5 minutes later, I received an email saying I would not get the refund due to time change. There was no time change for the flight - it was canceled. Of course, it was a "no reply" email. Don't book with Booking.com. They are cheats and should be held legally accountable.

Stat away from Booking.com. Horrible customer service and pics on site are not actual pics of properties. Had a horrible time where booked at a modern beautiful hotel and arrived to a decapitated building that should have been condemned. They lie and then it's a fight for a refund if you have to find another hotel. Awful.

I rented a car through Booking.com, prepaid for a the rental for a period of 9 days. I had a family emergency 1 day into the rental, contacted booking.com to advise them of my situation, hoping they’d at least give me a partial refund. No such luck. I was advised that they would absolutely not adjust the amount 1 cent. I understand it’s their prerogative, but considering this particular transaction, this customer will never use their services again.

Booking.com are swindlers at best. The hotel listing stated ‘free cancellation’ and I even paid extra for cancellation insurance. After paying online, the email receipt stated ‘non-refundable’ and when I tried recouping the money from the bogus insurance company, there were so many caveats, that recouping the money was nealy impossible; you have a better chance of spotting a unicorn than making a successful insurance claim through them. Book directly through the hotel, pay $5 more, but have peace of mind knowing that you're not dealing with a fraudulent business.

Booking.com used to be great. Now its customer service is horrible. All calls are transferred to AI, which is useless. I tried to get help with flights and a scam on Booking.com and got nowhere. Shame on you, Booking.com for being so unhelpful. I'm not going to use this platform anymore.

It was the most stressful transaction I've ever had to deal with. No live representation only AI. The phone number locates your name & number & then just repeats "Hello, your name & reservation date" & nothing else. Chatted with an AI bot that wanted confirmation number & pin that were nonexistent. Wrote an email & email came back from an AI bot that requested the same information that the chat bot did. It was a real life nightmare! STAY AWAY!!! YOU'VE BEEN WARNED!!

I booked a refundable/changeable/cancelable reservation. I had to change the dates. Without my approval, after I changed the dates, the reservation changed to a non-refundable/non-changeable/non-cancelable reservation. Neither Booking.com nor the property, Eurostars Laietana, was willing to do anything about it, even though I caught it immediately, and it was still over 3 months before the reservation. When things go well, it's fine, but when things go wrong, you are on your own.

Very bad experience, I made a reservation with Booking.com, and paid in advance. The day I reached to the hotel with my baby, staff told me they did not got the payment from this third party (booking.com). And I ended up sitting in lobby area for 1.5 hours with my restless baby crying all the time. And making endless calls. They took 1.5 hours on call, keeping me on long holds and coming back with lame excuses. They were listing wrong price that hotel staff told me and even on phone customer staff representative even asked hotel employees to reduce the price for them just because they had some price differences. Which they were of-course denying.

I have always rented my cars with this company because they usually give me good discounts, and I’ve never had issues before. However, this time was very disappointing. When making the reservation, it clearly states “free cancellation at any time.” Due to an emergency, I missed my flight and had to cancel the reservation. That part seemed fine. The problem started when I tried to rebook. I was charged the same amount I had already paid in fees — fees that are not clearly disclosed anywhere on the website. At no point during the booking process does it explain that even with “free cancellation,” certain charges may not be refundable. This feels like misleading advertising. If you promote free cancellation at any time, you should be fully transparent about all fees and conditions. As a loyal customer, I expected more clarity and honesty. Very disappointed with this experience.

If I could give no stars I would. We booked an accommodation with two beds. When we arrived at the hotel, there were no rooms with two beds available. FYI, we paid extra for the two beds. The hotel informed us that the reservation sent to them by the third party, (Booking.com), was for a micro room, with one bed and I needed to contact Booking.com. After three solid hours of trying to resolve this, I have received no help whatsoever from Booking.com. None! They are telling me that there isn't anything that they can do and advising me to contact the property. NEVER AGAIN will I use Booking.com, and I have been a very good customer of theirs in the past.

Booking .com They are by far the worst place to purchase anything. They're Rude. They Hang up when you're talking to them. Even the Supervisor Hang up Call. Spoke to three people too. Hang up and one was a Supervisor. They are Horrible. Don't waste your time with them.

Never book a non refundable room or travel with Booking.com and then buy cancellation insurance with them. It is a scam and will never pay anything if you need to cancel. It is just a method for Booking.com to add to the checkout price with no intentions to pay anything. Avoid Booking.com for travel at all costs!

Terrible customer service, I will never use them again! I booked a room through Booking.com, and when I arrived, there was glass and blood. Booking.com made it incredibly difficult to get any refund and provided misleading information about accommodations, despite the unsafe and unsanitary accommodations.

I booked a room at The Residence Inn in West Columbia South Carolina. Had to cancel and was within the window of “free cancellation." Got up this morning to find that I got charged for last night. It was pure hell trying to get to an agent who could actually cancel my reservation. Booking.com, in my opinion is a seedy corporation that is thriving on deception. Use them at your own risk. I will never use these liars ever again.

This company is a scam!! Avoid them with all cost. They advertise a competitive rate on rental cars but when you go to pick it up it’s hundreds of dollars more and then they keep your money you paid upfront. Then they say it’s the company that scammed you. What a joke. Customer service is horrible!! They give you the runaround until you finally give up!

Customer service is nonexistent. Do not do business with these people. When you are stuck and struggling with your travel there will be no one to help you.

I had a very disappointing experience with Booking.com. I booked a stay in Varanasi through their platform and paid ₹26,000 after receiving confirmation. When I arrived with my family, the property did not exist and we had to urgently find another hotel, which disrupted our trip and caused unexpected expenses. Booking.com later canceled the booking after identifying the listing as invalid. I submitted all requested documents, payment proofs, and even filed a cyber crime complaint, but it has now been over three months without a refund or clear resolution. I hope Booking.com improves listing verification and response time so other travelers do not face similar situations.

My family booked a beautiful condo in Las Vegas. We called the day before the trip to confirm our reservation. Everything was confirmed. Great! We get to the condo in Las Vegas. Nothing. No reservation. We called customer services, they were not helpful. They asked us to pay more money to book something else. We never received a refund. We provided everything to booking.com and nothing. They asked for bank statements, receipts, emails for the condo management company. We produced everything and nothing. Would never recommend Booking.com.

Buyer beware!!! I booked a hotel for two days at Booking.com. I had a breakdown on the highway and I couldn’t make it to my hotel. So I called booking.com and the hotel I booked through them. They told me if I couldn’t make it then they will not cancel. They told me to call the hotel to see if they can refund me. Well let’s just cut to the chase. Nether would booking.com nor the hotel refund. They played point the fingers. Around and around we all went. Finally they told me they will not cancel nor refund me for the first day or the second day, it was some kind of bundle and bull they played together. So read the small print, is what they tell you, all while hiding their hands and delivering a lie.

Absolutely corrupt company! They sell your personal information, including credit card numbers, to unauthorized third parties without permission, then refuse to refund the booking that clearly shows refundable. They cheated me out of money for a cancellation for a mold-infested hotel that made me sick. Criminal organization.

Horrible customer service. They will steal your money with the cancellation policies and say they will work with you but all they do is take more of your information and won’t give you your refund. Scam, don’t use

I had my reservations cancelled a couple of times for one trip. Booking.com said it was up to the property owner to help find us another place but never did. Booking also said they would pay the difference for a comparable property for same dates but they made it impossible to get it by requesting invoices from properties with zero balances in MXN currency and so on. The property's never obliged. I find this company to be borderline scam.

Well we trusted for our vacation reservation for an airbnb. First they never verified the exactitude of the description. What a surprise we got when we got to Guadeloupe Villa Blue. Nothing was as expected. No wifi. No TV. No hot water. Apartment was in a very bad quality. I tried for 3 day to get in touch with Booking and only way was through email. Customer service is really shitty. They ask for more information. I send many email with video and picture. I wanted to cancel my booking on the spot. Forget about it. Finally they offer 68.45$ in credit on my next booking like that ever going to happen again. Don't get hope of customer support. There is none.

I booked at Double Tree by Hilton and I was unable to go because of an ice storm and state of emergency. The hotel graciously refunded all my money for the three months. However, Booking.com keeps coming up with excuses on why they won't refund the money to me. Booking.com is a joke, I will never use them again. Basically, they stole over 300$ from me. I will be letting an entire travel volleyball league know how I was treated by this poor service.

We booked flights through them. The airline changed their schedule which made it impossible to make the connecting flight. We were offered cancellation and a refund. This was December 9, 2025 and we have still not received the refund. Booking.com just keep fobbing us off. After a 2 weeks of not getting anywhere my husband decided to call the airline and found that Booking.com hadn't even canceled the flights. Booking.com is saying it's the airlines responsibility to refund us and the airline is saying it's Booking.com, absolutely disgusting!

I would rate this experience as zero stars if that were an option. Despite booking a New Orleans property for eight nights several months in advance and maintaining consistent communication with the property prior to our arrival, we discovered upon arrival that the accommodation was already occupied. We were not informed—it was not until we walked into the property that we found it already occupied.

I’m extremely disappointed with Booking.com’s cancellation policy. It feels intentionally confusing and designed to protect the property, not the customer. Even when you filter for “free cancellation,” the fine print can completely change the situation, and by the time you realize it, it’s too late. The lack of flexibility is frustrating, especially when plans change unexpectedly. Instead of supporting customers, the process feels rigid and impersonal. Getting clear answers from customer support about cancellation terms can also be unnecessarily complicated.

I booked an apartment in Dubai for 8 nights in February 2026 3 weeks in advance. Host cancelled the booking less than half a day left on my arrival along with a family of 3 kids less than 6 years old. Contacted customer service and I was told on multiple occasions that they will accommodate for this inconvenience and will compensate the difference as last minute bookings were more than double. All this hassle cost me over £1000 and all they did was offered me a 25 euro refund .. Such a joke. Never believe what they say. Never book through them

Got double billed and Booking.com will not refund me. Booking.com will not refund me because they are unable to get through to the hotel that booking.com connected me with. The hotel is acting in bad faith by not responding to booking.com's telephone attempts. Therefore, I am not getting my money back.

Stayed at a hotel booked through Booking.com with two other couples. Each had their own room, they were all the same type of room on the same floor within indoors of each other for the same dates. The other two couples paid 250. I paid 500. I sent proof to Booking.com of the rooms and what they paid and they already know what I paid and they refused to honor their price match system telling me I didn’t send proof that was validated. Bunch of bull, they got what they needed. They just already got paid and they don’t want to pay me back the difference. I will never use this company again.!!!

Booking.com, I urgently need to report a severe issue with your taxi service. Upon arrival, the police actually arrested our driver because he lacked the proper documentation (ikama/permission to work). We genuinely feared for our safety, feeling like we were almost kidnapped! This experience was incredibly distressing, and we will absolutely never book a taxi through your platform again. You really need to vet your drivers more thoroughly.

I would have been better off just calling and booking with the hotel personally. I had an awful experience and Booking.com wasn’t any help whatsoever. If anything they complicated the refund. The hotel already refunded me, but booking.com is still making that difficult. I can’t even speak with a person. They want me to upload a document and that doesn’t work either. Short timelines to respond. I can only see it’s just a trap. A middle man leach. Just call the hotel. Cut out the middle man.

Followed all of their instructions for cancellations and they’re still charging us for a hotel we never stayed at. Called customer service and they were useless and told us to contact the hotel directly, who told us that since it was through Booking.com they have to do it. Horrible business!

Booked a room with them and requested a cancellation, not only did they not contact the hotel to cancel my booking but after having to go on a treasure hunt for their phone number considering you have to jump through hoops on their website to find where it advertises their number is you type in your booking information and they show you a chat box and no phone number. I get the phone number, call them. It’s an AI. I explained to the AI that I want to cancel my reservation and ask for a real person. The AI proceeds to ask me over and over again it needs more information about my reservation, asking for my reservation number and reason for calling like I hadn’t already stated it multiple times.

I booked a stay with Booking.com in 12/2025. When I arrived at the hotel I was told I had 2 bookings and checked my card I used to book and I had been charged twice. The hotel noted I did not use one of the bookings and I have been round and round with Booking.com for the past two months trying to get a refund. Today the proverbial poop hit the fan when speaking to Booking.com. I am confident I will not see a refund.

I am rating my experience 1 star because I cannot rate 0 and do the review. I have multiple listings and it is a nightmare dealing with Booking.com. #1 Nobody to assist you (customer service to talk to). #2 No prepayment methods, so sometimes the renter leaves without paying, and not body can help you from booking.com. #3 The tenant have access to your contact and they can cancel at any time. RB and B I have no issues with RB and B.

We are senior citizens who booked an apartment through Booking.com between 17th - 31st January 2026. Following hip replacement we specifically asked if there is an elevator, even after seeing it on the booking site, and were assured that there was. It broke down for a week, and no repairs were done for 7 days. The cupboard door in the bedroom almost fell on me, the vacuum was broken, we were trapped in the building on our last checkout day and I had to climb stairs and wake up a lady to let us out, at 5.30 a.m.! We approached Booking who did absolutely nothing in our request for compensation, and deflected everything on to the apartment operator. It is atrocious to be treated this way, and everyone must know that apart from taking your money, Booking.com will not help you...I suggest alternative sites.

No support from Booking.com. Not able to get my refund being so much followups. Support is worst. All my emails, they are getting only the attachments related to refund they are not getting.

I had used Booking.com several times when I was in a hurry to find a hotel. This time, I booked in advance at a hotel I had used in the past. Unfortunately, I became ill just prior to my scheduled trip and had to cancel the booking. The hotel was very accommodating and allowed me to cancel with no charges. However, I had paid Booking.com in full for the stay. They dragged their feet and I still have not received a refund nearly two weeks later. They keep claiming that the hotel has not provided the name and title of the manager who approved the cancellation, however, the hotel says they have done it twice. I think the representatives at Booking.com are apparently incompetent and simply know how to check boxes on their online website and don't really care about customer service.

I purchased a room they booking and the front desk made an error. So I had to pay out of pocket. The booking will not refund my money now and giving me the most hassle with my refund. 176.14 is a lot of money for me on the road. Customer service just giving me the run around and keep making up something else I have to send them or they won't refund. First it's the then it's that. They won't even let you record what they tell me for my record. So I know they are lying and deceiving. They see all what happen that night but still refuse to refund. And trying to blame the other party. I will not be using booking.com again. If I am you I won't pay booking up front for room they could keep your money any time. And customer service is trash. Be help. What's $176.14 to a huge company like them preying on workers on the road.

Told our baggage limit was 20kgs ..It was in fact 23kgs with the airline, Booking.com couldn't care less, just happy to take your money and never respond.

I'm never using Booking.com. Hard to contact - no emails and chat support are useless. Change flight options on the portal doesn't work and Booking.com take no responsibility. High rebooking fees, which I think is why they make change flight so hard. Even though they offer cheapest prices, but at checkout the prices goes higher than their competitors. Overall, they are a company which knows how to go around the rules to benefit themselves.

Con artists, liars and charlatans. Explicitly told me repeatedly on the phone they would cover the cost of a replacement Hotel after a last-minute cancellation by our booked accommodation, and after failing to provide reimbursement, they are now failing to fulfil their legal obligation to provide me with a transcript or recording of the call, which contains my voice and therefore my own personal data. I have booked hundreds of stays through this platform over the years, but never again. Absolute Cowboys.

Booking.com is a big scam let not stand behind their advertisements for the first time using them. I thought I’d try something new like a hotel that’s that free cancellation. I tried to cancel 10 minutes later because I did not like the area. They refuse to refund my money so it’s a free cancellation but the email they sent you after you make a reservation no free cancellations so it’s an entrapment. Be careful.

We booked an accommodation through Booking.com that was explicitly advertised as having a washing machine. Upon arrival, there was no washing machine available. We immediately informed both the host and Booking.com. The host did not respond to our report and offered no solution whatsoever. Booking.com ignored our written communication. Only after contacting them by phone did we receive a commitment: as a Genius Level 2 customer, we were promised that an alternative accommodation would be arranged if the host did not respond within 2 hours.

Booking.com charges hidden fees. They charged me about 40% of my rental car in the form of a "deposit" that has now turned into a fee. Their reps are trained liars, so don't waste your time. They are in England, so suing them will be difficult (if not in England). The only thing that can be done is to share the word and boycott them.

Promises services that were never received. Then when talking to customer service they "apologized" but refused to refund, and said it was my fault that the services that were promised weren't provided. The rental car placed we booked through said they were "out of Cars" and don't have any in stock. Booking.com refuses to refund.

Unfortunately, this is a very common issue at Booking.com and full refund if you cancel up to the day of check-in. I had to cancel because it was for my son, and the booking at the hotel said I had to be there; however, I was in a different state, so I called to cancel and it is never free. It’s such a shame this company makes their money by charges. Very upsetting. Never use Booking.com.

I booked a rental car through Booking.com. When I arrived at the airport the rental company had no cars available. I reached out to Booking.com where they told me to rent from another car company and supply my boarding pass and invoice to be refunded the difference. I did this and submitted everything to them. They declined the adjustment because my original car rental was a compact SUV and the one I was able to get from someone else was an intermediate SUV. I took the car I could get. It was 1 AM and everyone who had rented with Hertz was looking for new cars. All this to say Booking.com does not stand behind their service and can leave you stranded anywhere.

I am submitting this complaint regarding Booking.com’s failure to provide adequate customer service and to fulfill its responsibilities as the intermediary for a hotel booking made through its platform. I booked a hotel reservation through Booking.com and later needed to change my arrival date to two days later. This is a common and reasonable request in travel planning. However, when attempting to make this change, I was unable to reach a human customer service representative. All responses I received were automated AI-generated replies that did not resolve my issue.

The issue was that my messages/requests were not displayed/reachable if not booked, and there is no live agent chat option and no phone numbers to call. I found their 888 number on internet and called them, but the AI virtual assistant went around and around to deny me the opportunity to talk, but I finally got thru and spoke to the agent, Jov, but she was talking over me, then we got disconnected (not sure whose phone dropped the call, hers or mine), and, surprisingly, she called my cell phone right back (positive!) - the caller ID: Hong Kong - but she was talking over me (not intentionally but either inexperienced or a bad listener, tried to confirm and verify while I was talking, again and again), so I had to hang up.

I booked a room at CandleWood. They double booked me. I called to get it corrected. They ended up canceling both bookings, charged me, hey, cancellation fee and steel charged at me $262.44 anne, I had to pay out-of-pocket for a room.

Terrible customer service. I booked a 3 night stay six months in advance. I went to cancel 2 days later and they told me to pound sand. Apparently I didn't purchase their additional cancelation insurance for $87 so they get to keep the money. $780. WTH? Beware, they will screw you over any chance they get.

If you cancel hotel stay good luck getting money back!! Will give you the run around about waiting on confirmation email from hotel that they never send. Very, very poor customer service. They will steal your money!

Another bad experience with Booking.com. Got in Rome after traveling from Barcelona with my wife and 2 kids. Cold weather, late in the day, all you want to get to the place you made the reservation. Nothing. Doesn't exist. No phone answering. No chat. Need to figure out a last minute place, carrying your bags and all the angry/frustration. Call Booking the next day once things are figured out. Booking says, "No problem. We will refund you this place and difference you paid for last minuted place." They refund the booked place but the difference... NIGHTMARE. Still fighting, but the experience is already gone. Have been with Airbnb for 10+ years and will never do Booking.com again.

Had a reservation made through Booking.com. Weather (icy roads) prohibited travel. Contacted for a refund and was told to contact the property. Contacted property manager and was told that Booking.com did not need anything from them to give a refund, especially since the cancellation was 5 days in advance of reservation. I am now getting the run around on ANY refund. Use ANYONE ...BEFORE using Booking.com!

I am deeply dissatisfied with this site. The customer service is extremely poor. My sister needed to cancel her flights due to a medical emergency. Her reason was acknowledged as valid, yet they are now refusing to refund her money. A representative from booking.com claimed that Qatar Airline rejected the claim, but when I contacted Qatar Airline, they stated they never received it. I will NEVER use this site again and advise NOT TO USE this site either. This experience has been incredibly disappointing.

Scammers! Scammers! Scammers! Avoid to pay through Booking.com. They will get your money against your will, more than a month since I should have received a cash refund. They are just lying to you by saying that the relevant team, a “higher department” is handling the case just to bypass you. Thieves! Robbers! They are robbing people! I’m writing this review so anyone will not be fooled again anymore. Make sure you don’t pay anything on this platform

The worst company. DO NOT BOOK WITH THEM IS MY WARNING TO YOU!!! My flight got cancelled and American airlines says they gave them my reimbursement but Booking.com says they don't have it. They then say send it to them, when I do on the exact email that has American Airlines note they said like I said send it to me. You are not able to speak with anyone else in the company like a supervisor. They say this is not authorized. Please book directly with the companies, its the same price!!

The room I'm renting smells like sewage. Their solution to fix it was to give me 16 travel credits or imaginary dollars. This room is a health hazard. Welcome to the new Canada.

My flight was changed twice by the airline. I was inconvenienced by having to pay for a hotel room. I was on hold with Booking.com for hours. Booking.com refused to waive the $15.00 flight change fee. Do not book with Booking.com. Go directly through the airline. A peace of mind and good customer service is priceless. Booking.com is the worst company ever.

How in the hell do you get customer support to help you? I need assistance with a canceled flight and send me to the same page. How do I speak to a real person and fix this issue? Please don't use Booking.com anymore. Save yourself a headache.

Non refundable if something goes wrong. Non refundable if something goes wrong. I booked a car 6 months in advance. When I showed up at the car counter for the car company after flying 12 hours, no one was there. I called several times the phone number provided. The calls would not go through. I paced and waited over 30 minutes. Finally gave up and my friend rented a car. I have not been refunded. I am challenging the charge through my credit card but I am running into obstacles due to the small print in the car company contract. Bookings.com Is backing their car company. Bookings has poor customer support. It takes hours up of your time trying to “chat” with them. I learned my lesson! This was the second and last time I rent through bookings. This happened six months ago too! At least then I was refunded.

I had a very frustrating experience with Booking.com regarding a cancellation issue. Despite reaching out clearly and well in advance, my cancellation was neither properly reviewed nor fairly considered. Customer support was unhelpful, gave generic responses, and showed no real effort to assist or find a solution. I felt completely ignored as a customer, and the process was unnecessarily stressful. This experience has seriously damaged my trust in Booking.com, and I will think twice before using this service again. Don’t recommend!

Received word that my child was in the hospital. Made a quick reservation online before I flew out to where she lived. Got there and because I didn't have a physical credit card with me, the price would go from $266 to over $1200. I found another company and rented from them. Tried to get my $266 back, but it's in the terms and conditions that you need a credit card. In a crisis, I didn't read terms and conditions. My bad, but I'm sure I am not the only one this has happened to. Maybe they should make that requirement bigger! I then spent the next month being bounced back and forth between booking.com and the car rental company, finally landing back at Booking, where they said it had been "too long" to make an exception. I'll never use them again. So ridiculous!

Trip 1: The apartment had five live roaches and several dead ones when we arrived. We didn’t stay the night and reported it immediately. After three months of back-and-forth, Booking.com still denied a refund. Trip 2: The rental home had a strong odor and was extremely hot inside. When I contacted the host, I was told to “live life” and buy my own air freshener. My family couldn’t sleep, and we left two nights early. Booking.com again refused to help. Between both trips, I’m out $800 for stays that were clearly not usable. Booking.com did nothing to hold the hosts accountable and offered no real customer protection. If you’re booking through this platform, be aware: if something goes wrong, you’re on your own.

2nd time same experience. You book hotel and after some days receive mail stating cancellation of Booking. I think they close their deals in some parts of world and keep it open in other parts of world even if Booking is full. Then if someone book it with the higher charges, they cancel already booked customers by giving some absurd reasons. We are cheated 2 times and request all to stay away from this site.

Sad sad company. Run the other direction as what they state on their app and what you may be charged at property are not the same. Pay at property is a lie as twice my card has been hit long before checking in. Also the price that they state you will pay at check in is also a lie when they have all your information such as traveling with dog. Recently I was quoted $229 for 3 nights at a days inn only to be hit by a $100 fee at 6:01 am long before check in followed by arriving at property only to find out it was $50 a day for my dog making a 3 day stay $150 a month more than stated you would pay at property. Also the $100 fee they charged your card on file was charged long before arriving at property thus making invalid pay at property obsolete. Not anywhere on their app does it state deposit. The price it says you will pay at property on their site is also a lie.

My initial flight to Phoenix was cancelled due to snow, so I needed to pick up my car later than I initially planned. Hours prior to my original reservation, I called to let them know that I would need to pick the car up late. They said to pick the car up late, I needed to cancel and rebook, or I would be charged in full and would not be able to pick up the car because that would be considered a "no show." The cancellation fee was over $100. I should not have been charged more money to pick up the car late through no fault of my own. They insisted it was policy, and they could do nothing for me.

I have been supporter of this business for many years, I am highest loyalty level Genius level 3, having stayed in 100+ properties, with average review rating of 8.9, for context. Everything is fine when it is fine, but the moment you have an issue, not only will you, as "priority support" not get any of it, this vendor will do nothing to protect you as female customer, and will hang up on you, as they did on me this afternoon. I had no energy to call again, about the issue, for the 4th time in a month, and speak to their ai for 10minutes just to get real person who then hangs up on me. I wrote a balanced 5/10 review in December for garibaldi 26 property in Turin, supported by photos, highlighting the many issues at the apartment, but also the positives.

I booked my flights through here and need to change my flight. It said I could do so after booking after a certain amount of time, however, they did not honor that. At this point, I just wanted a credit because their website is misleading and they still did not honor that. I would not use this company again as I do not trust them. Also, their customer service was terrible and could not understand them.

Don’t use. Anything goes wrong YOU WILL REGRET USING THEM. Spend the extra and go through the hotel and book directly. This reminds me of a legit scam. Customer service in English you’ll get someone that barely speaks it. They make it so difficult to put in a claim. They say contact the hotel and the hotel says contract booking.com. Don’t use them to save 30$. Trust me.

ABSOLUTELY AVOID. I have used Booking.Com for years and have always had successful bookings and stays that have met above expectations. However, our last stay in September this year was a dreadful one. In a nutshell, an accommodation that blatantly lied with photographs which didn't match up to what we received. This place was literally in someone's run down, pokey flat, that resembled a scene from a council estate off the TV show, "The Bill". The family and their two cats were literally next door to us, and some random bloke bumps into us in the hallway in his pyjamas! Our room also stank of cannabis and the towels smelled mouldy. The bed was the worst, it felt like every spring had blown. The list goes on.....

Never received the promised $200 travel credit promotion. Felt scammed. Customer service just stopped responding. It was supposed to be credited within 3 days after stay. Then they say 10 days. Now latest, they say 64 days. Well, sounds like a scam right?

If I can give a zero I would. I book a room on the website. It told me when I booked it that I could cancel before 4 pm. On the day of room. We had a severe winter weather storm. I could not travel. State of emergency. I canceled and they still charged me. Won't ever use this site again. Scam artist.

Stay away! Does not reveal non refundable or non cancellation clauses until payment is processed. Beware, no customer support, BS replies from an email address that does not accept replies. Shabby, lousy outfit. Don't waste your time or money, prices not particularly competitive, go elsewhere.

Buyer be aware.... When booking any Hotels, flights and especially Car rentals, Booking.com does not disclose a very important detail when they offer insurance for their bookings. The reality is that it is a REIMBURSEMENT Insurance with limitations that may not be sufficient to cover what you need to put out upfront!! Example being, that if you are in a car accident, you will need to pay the claim first then file a claim with Booking.com's carrier (BTW they are off shore) to get reimbursed. It really defeats the purpose of why we buy it in the first place. So in reality, this is a sham, because if you get sued for an accident for 1M, the reimbursement of $50,000 still leaves you screwed! DO NOT BUY INSURANCE THROUGH ANY 3RD PARTY VENDORS! IT IS A SCAM! Buy the insurance directly from the company if you need it.

Deceptive Cancellation Practices – Booking.com & Hotel Indigo Atlanta Midtown. I had a reservation at Hotel Indigo Atlanta Midtown by IHG for January 23–25, 2026. On January 22, 2026 at 12:47 AM, I submitted a cancellation request through Booking.com. The cancellation process is intentionally misleading. The system first states that cancellation will incur fees, then immediately presents an option suggesting you can receive a full refund by contacting the property. When you click that option, Booking.com claims they are reaching out to the hotel and that a response should be received within 24 hours. The property never responded.

I’ve been a long-time customer of Booking.com, but never again — and I strongly encourage Booking.com take a hard look at their business practices. Yes, you can sometimes find decent prices. But life is unpredictable. Even with a week’s notice, plans can change, and it becomes nearly impossible to modify or cancel a reservation because the hotel claims it can’t help since Booking.com is a third-party provider. Which brings me to the bigger issue: there is no real customer service.

This is the first and last time I will ever use Booking.com, they booked me into a hotel in West Palm Beach that was crime ridden, was totally trashed, there were people in the parking lot smoking **, and drinking beer, the room was way outdated. The place that they booked me in looked like a place where prostitutes would bring their Johns for their hour sessions after smoking crack. My wife and I left we did not feel safe, nor did I wanna leave my vehicle parked in the parking lot. Booking.com said that they would see what they could do about getting me a refund and I’ve received an email that stated that there was nothing they could do about it. Wire am I using and paying this service when they cannot do the common decency of returning my money! You need to run, not walk away from this company!

The worst customer service that I have ever experienced. Basically, if anything goes wrong with your booking, you are screwed. For example, we purchased transportation from Cancun airport to the resort and back as a part of our vacation package and, for some reason, a portion of the overall payment designated for that transportation did not go through. Booking.com did not notified us and did absolutely nothing to solve this problem. After spending 2 hours on the phone with them, I just booked a separate transportation myself 10 hours before the flight. I spoke to 3 different people, including their manager, and they all sounded like they hated their job and they hated their customers. Never again. Not me, not anyone I know. ** booking.com. One star is way too much for them.

If I could give them 0 stars I would. Do not trust Booking.com to provide honest details about flights booked through them. I booked a flight that specifically was advertised as "Flight change possible", although a fee may apply. Nowhere in the booking did it say that the flight was non-refundable. Yet when I contacted Booking.com for assistance I was first passed from one team to another and made to wait several minutes in between and then was informed that they could not assist me as it is a non-refundable flight. Deceptive advertising, disorganized customer service, and an overall horrendous experience. Use at you own risk!!

We had horrible experience with Booking.com. The place we reserved more than a month before was occupied at the time of our arrival. They double booked the place. They cancelled our reservation on the same day after we called and informed them of our situation. The worst customer service ever.

I used Booking.com before. But last Dec, I booked 3 days. Flight had delayed. Hotel refund 2 days. So I have to booked other 2 days also from booking.com. After this trip, I never get any refund, I contacted customer service, but nobody take care of this in booking.com. Now it has been 1 an half month, still no refund.

Booking.com is impossible to speak with a person and their refund policy is a scam. I will never again use this company. I have spent half the day trying to get help and I reach is AI that isn’t helpful at all.

I made a reservation for 7 nights stay in a property localized in Cra. 51B #94-160 in Barranquilla Colombia, I paid from USA in full, and the apartment was nasty, everything was filthy, sheets of the beds were wrinkle and nasty, the sink of the kitchen was leaking, the dryer and washer when we tried to wash the sheets the machine was not working, everything was dirty (I had proof with pictures I took it inside the property). I talk with Booking explain the situation and the agent told me they will make the return of my payment minus 1 night, and after multiple emails, calls and communication via the internet site. They don't take responsibility and never answer, the site is a scam, a fraudulent company and I DON'T recommend nobody to use their services.

I've been a "Genius 2/3" level with Booking.com for more than 20 years and witnessed the gradual deterioration of their quality until it became completely unreliable and adopted arrogant service practices. Now, with the new AI it turned into virtually unreachable. I'm switching to other booking providers and I highly advise you to forget about booking.com forever.

Booking.com – Confirmation number: **. Pickup time is based on flight’s arrival – flight number – SK567. Pickup and drop off details: Monday Dec 1 from Paris CDG airport to Finestate Coliving Champs-Elysees, Paris. When I booked this ride, I was asked for the flight number – didn’t asked for time. The schedule time to arrive at Paris CDG was 1:35 PM. After landing at the airport, usually it takes 10 minutes to leave the aircraft. Then it’s takes another 10 to 15 minutes to arrive at the baggage collection. Collecting bags and exit the airport takes another 10 minutes. Altogether it takes 40 to 45 minutes after landing. So we were supposed to meet the driver at around 2:15 PM.

Their website is very deceitful. It makes it seem as though the property deposit is included, but it is not. Paid way more for the hotel than I should have and regret not using Expedia to book it. This is the last time I ever use Booking.com.

Be very careful. Their marketing will make it look like you are booking from the direct hotel site. You are not. The hotel site won’t be able to assist you even if the hotel is not as described. Very misleading policies and practices.

It showed a full refund when I booked my rental car and so I went ahead with the booking, my plans weren't 100% set. Now I'm trying to cancel and they say that they won't do a full refund because it's less than 48hrs until the collection. I booked with less than this time until collection so why did it even show "Full Refund"? It's not clearly stated anywhere, I suppose you have to dig into their long terms somewhere.

Hotel had no power and turned away all guests. Impossible to get refund from Booking.com. Customer service very difficult. NEVER book through third party sites. Always book direct with hotel or airline to avoid these refund problems.

I am extremely disappointed with my experience. I requested a cancellation due to severe weather conditions that made it unsafe for me to travel as a truck driver. Despite explaining the situation and providing a valid safety concern, my request was denied and I was told I would not receive a refund. This is unacceptable, especially considering the circumstances were completely out of my control. A reputable hotel should prioritize guest safety and show flexibility during hazardous weather. Instead, I was left without accommodations and lost my money. I will not be booking with this property again, and I hope Booking.com reviews how this situation was handled. No customer should be penalized for choosing safety during dangerous weather conditions.

We tried to change our flight well in time and were on the phone with booking.com all day. Every time you call them they will tell you that they will call you back to get a confirmation from the airline. They did this from 10 am until 1 am until we were within 12 hours of our flight and they wanted nothing to do with helping us at all. We called the airline directly and found out that the flight could have still been changed until 2 hours beforehand but that booking.com is the only one that can do this. I will never do business with this website again.

I booked the Toronto Hilton through Booking and there is a major snowstorm coming. I wanted to move my trip up one day and the Toronto Hilton has rooms, but I have to go through Booking. NO WAY YOU CAN TALK WITH SOMEONE. THERE IS NO CUSTOMER SERVICE. THEY TAKE YOUR MONEY AND DO NOTHING TO HELP AFTER THE SALE. STAY AWAY FROM BOOKING & JUST GO DIRECT TO THE HOTEL!

Don't ever use booking.com. Having tried to make a small change to a booking I found out they tried twice to take money additional money out of my bank account without my knowledge or permission. Fortunately my bank spotted this potential theft / fraud and refused to release the money. In retaliation Booking.com then cancelled my entire booking and refuse any repayment. Crooks and Thieves!!!!

The worst company ever. You can only cancel after 1 day, then they keep all your money. I bought insurance booking. That only works if you are sick or had an accident. You will need a doctor's excuse, or no refund. Calling customer, all you get is a AI voice who won’t let you talk to a human.

Very poor customer service. They got money for a reservation that was cancelled by the hotel but refused to refund it back to me. The Booking.com rep spoke to the hotel management and assured me that I would not be charged. The charge is still on my credit card. Booking.com says call the hotel… The hotel says call Booking.com. All I get is the runaround. They will not return phone calls. I will never use booking.com again!

Scam. No customer service. Whoever pick the phone is unprofessional, uneducated and rude. If there is ~5 stars it will be Booking.com for sure. You are lucky someone warned you .. Why people still use it I’m surprised.

Horrible! Bought a ticket with Xcover protection for 138+10 USD, 7 hours prior to the flight itself, it was a medical emergency in my home country, 1 hour flight. An hour after purchase, I wanted to cancel, thinking good thing this time I took protection (I usually don't), and in their customer support chat on Booking's app I was promised a refund, on the purchase page, I was promised a trip cancellation refund guarantee.

They are absolute thieves!!! My family has had the most awful experience! They double booked us due to a technical error and promised compensation which, after exhaustive hours and energy spent on the phone, they weasel out of things. I never leave reviews, but I would like to save innocent people from losing money!

Scamming organisations. Took our money because our flights was cancelled, we requested for new dates to rebook but they wouldn't do it. Just took our money and now not responding. The worst travel agency.

On December 20th, I picked up a rental car in Cancún, Mexico, which I had booked through this platform. The rental cost was $280. I carefully reviewed the contract on the Booking website beforehand, and everything appeared clear and acceptable. However, when I arrived at the Infinity Car/FlexWays counter, I was informed that I was required to purchase a mandatory third-party insurance at an additional cost of $333. At that point, it was already around 3:00 p.m., and canceling the rental was not a realistic option—I would have lost the original rental payment, and I also needed to drive two hours to catch a ferry to my destination. I was effectively forced to pay this additional amount in order to receive the car.

Please do not use Booking.com for any reason. They are a pack of thieves and a bunch of liars. I was making a reservation on the hotel website and a pop-up window came up saying that they would give me 10% off my reservation if I booked through them. After I booked, I got no discount and they charged tax. I had a tax exempt form and they refused to honor it. I asked if they would cancel my reservation, and they refused to do that. They said I would have to call the hotel directly, which I did; the hotel said they couldn’t do anything about it, and I had to go through Booking.com. I feel violated by their disgusting customer service; they’re dishonest and disreputable. Please do not use them. You’ll be very sorry you did. Don’t be fooled by that pop-up window. They are scam artists, and they will not honor any discounts or give you any refunds for any reason. They just want to steal your money. I just want to tell the world about how evil this company is.

So we booked a package from Booking.com and tickets were confirmed on Delta so we called to check to see if everything was OK through booking.com and was told initially that it was not confirmed and it was $900 which they reduced to $719 extra to pay before we could get on the Delta flight going to Rio de Janeiro. My concern is that when these reservations are made they should state the price is given to the customer as opposed to you buying tickets from the airline and charging whatever you want to charge before departure. So this review is for booking.com. You suck you and you’re not for the customer. You're for yourself. It’s about revenue and not customer service. There was no notification to the customer stating that there was an extra charge. Just so happened that we decided to confirm that everything was OK and was told and charged $719 because they said that the tickets was not confirmed.

This company is as bad as it gets. Their customer service is awful and they are in the Philippines and have no concept of the American language. They don’t stand by their service. I would not recommend them to my worst enemy.

Booking.com is so inconsiderate and unhelpful l, even to is longstanding customers. I have used them for decades. This past week, we had a death in the family and an accident that left me in the hospital unconscious do days. By the time I came to and tried to cancel my plans (scheduled for the day I got out of the hospital) they were not accommodating at all even with just asking fat a credit for future travel. Talk about hitting you when you are down. If, like me, you look for business partners who at least give a semblance of caring about you, go somewhere else - anywhere else!: So disappointed and hurt..

They charged/scammed me out of nowhere for 78.31 cent. I had been cancelled reservation the day before they could charge me and the hotel wanted me to put my credit card on the account because Booking.com ”apparently never charged me and sent them the money and tried to charge me twice on a prior transaction".

Made a hotel reservation. They charged my credit card. Then cancelled my reservation. Called them requesting why my reservation was cancelled. They did not want to give me an answer. They told me to make another one, I will be charged the same rate.IIt took over 24 hours and the issues still not resolve. As a result, I received a partial refund, but was informed that a full refund would be issued for my second reservation. However, I was charged the higher rate and then only received a partial refund. The airline cancelled my flight due to weather. We received a full refund from the airline and a partial from Booking.com. I just need my remaining balance refund.

They will charge you no matter if your reservation was a mistake and reported in 10 mins of booking. 👎 not ok!!! When you want customer service, they refer you to hotel and the hotel refers you back to Booking.com. Ping pong and no help.

I have been using Booking.com for many years. I made a reservation for a vacation rental in Bogota and after trying to reach property, I got suspicious of being a fake property. I reported, I tried to cancel reservation. For a week, several bots and two individuals, basically I would be charge a fee because the property had a strict policy and couldn’t do anything about. I explained the property was fake. They tried to reach the property and no success either yet booking.com expected me to contact property and request a refund. I lost it. They have no policy about safety. They have no mechanism to override a reservation. I just couldn’t believe it. A similar situation happen with Airbnb and they call me 5 times to ensure I was safe. There fake properties out there, scam or simply dangerous. So for booking.com to have no protocol about is shameful. I would never book anything again through them. Sad, scary, waste of a week.

Customer service sucks. Not timely, not easy to reach or work with. Refund promised and not received - Claims no record of talking with me much less promising anything. If they promise anything make sure to get it in writing as they WILL NOT refund. Risky to book as they do not care what happens when you are clearly scammed. Offers are made to get you off the phone that they never intend to follow through with. They just say that to get you off the phone. Full info -We have used Booking.com in the past but finally had our experience with a cancellation. It was 2 days before our stay that we were hearing nothing back from our reservation confirming check in time and sent a message to the property and no response.

We booked air fare to Athens Greece through their website. The listed flights contain differently priced fares, depending on the fare type. Economy fare from LAX to Athens was cheapest ($303 per person), but it did not include any checked luggage or seat assignments. There was an enhanced economy fare that included 1 checked bag along with seating choices for $404 per person. We opted to pay the additional $200 (2 people) so we could select our seats, but when we booked the flight there was no functionality that allowed us to choose our seats. I contacted customer service at Booking.com, but they simply referred me to the airline. They would not refund the additional $200 that we paid. I also called a service rep. at Booking.com, but she simply stonewalled me. This is blatant misrepresentation - they offered a service that they did not provide, and then kept the additional $200. What a ripoff!

Don't use this site! Check previous reviews and beware. Not a US company and will not refund your money. Please do your due diligence and realize you will get no refund if you book and get turned away.

Booking.com is untrustworthy and dishonest. They will take your money even though they work with hotels who will not allow you to check in. DO NOT USE BOOKING.COM. You will lose your money and will end up with nowhere to stay.

I reserved a lowest price, "wild card" car on Booking.com, from Dollar Car rental. The Dollar rep told me that was a "manager special", which was an electric vehicle. I didn't need an electric vehicle; I couldn't drive one, since there were not enough charging stations in the area. I only need the lowest price car available. The Dollar rep told me that for the lowest-priced non-electric car, I had to pay 154.82 extra. I believe this is a deceptive practice, since for the "wild card" option on Booking.com, there is no notification that this could limit my driving to only the areas where electric charging stations existed.

I booked a stay at a hotel through Booking.com. Upon arrival I was informed by the hotel that there was a mistake and the room I had booked with my daughter was not available. I noticed the hotel flagged us as not showing up to our booking and the room we had secured was reposted for almost twice the amount. I've reached out and made a complaint through booking twice now and have not received any help by them to resolve this conflict. As a user of this platform of several years I'm surprised at the lack of customer support.

I would advise against using Booking.com. It is nearly impossible to get in touch with a customer service person. I paid $189 extra for a changeable ticket and when I went to change it for a day earlier, they informed me that there were no seats available. However, I could go on their website and buy two more tickets, but said there were no seats available for that flight. If you do happen to book on Booking.com, which I would advise against, never buy the changeable ticket and pay more because they will not change it for you and do not buy the trip insurance because it’s useless.

I booked a car to be picked up in Catania, Sicily. It states right on their website you must pick the car up at the time you selected or the car won’t be reserved. My times to pick the car up changed, so their email said cancel and rebook. Which I did… They charged me the full amount for the car anyways as a cancellation fee. Then I rebooked not realizing I’ve been ripped off, took a bus for over an hour to pick the car up, and was told since I didn’t have my international driver's license they couldn’t rent me the car. Yet they charged me again for the car.

Booked a hotel with Booking.com. We had an accident and had to cancel. Booking.com said they would try to get a refund from the hotel. They told us they couldn't so we called the hotel who said they would only charge for one day. Fair enough. We notified Booking.com, they hemmed and hawed. They shared that yes we had a $300+ refund coming but never sent it. We filed a complaint with our CC company. Our CC company said we were in the right when they notified us both. NOW Booking.com says they have to wait 50 days....even though we have shared the memo from the CC company. They now keep saying that we can write as often as we like but the 50 days still applies. Will update this after the 50 days but avoid this company like the plague.

Very disappointing experience – loyal customer left without real support. I am a Genius Level 2 customer and a frequent user of Booking.com. Unfortunately, this experience was extremely disappointing. I booked an apartment in Florence that turned out to be clearly non-compliant with the listing: serious cleanliness issues upon arrival, persistent unpleasant smells, and extremely loud construction works directly outside the apartment, which were not mentioned anywhere in the listing. These problems were reported immediately. Despite numerous calls and explanations, Booking.com’s customer service was polite but ultimately powerless. I was repeatedly told that Booking had no real leverage over the host. The host completely ignored the situation and stopped responding altogether.

Booking.com cancelled our accommodation on the day of occupation, they had confirmed our stay and taken the full money from our bank account. This was 2 days before Christmas for 5 nights and we were told not their problem and offered a total of AU$106 compensation if we booked with them, then told to go to their website and book again. Unforgivable lack of customer service at Christmas time. They are a disgrace. We booked with a hotel directly (at extortion rates due to the demand and time of year) with 3 separate hotel rooms for us and our kids - Never again with Booking.com.

My flight was delayed to London. I had prearranged a transfer from the airport. When I got a hold of them to arrange, the transfer was cancelled because it was within 24 hour - their policy. Their vendor, 5-Star Airport Transfers agreed to still pick me up and required an upfront payment before confirming. Their driver went to the incorrect terminal. He admitted the error and ended up picking us up an hour later. We missed our scheduled tour due to this. On top of it, the driver made us pay his second parking fee as he'd already paid for the incorrect terminal. We should have just let him sit and wonder where we were. NEVER going to use Booking.com again. NEVER going to use 5-Star Airport Transfers.

Booking.com has terrible customer service. I booked a hotel with them and them showed up 10 minutes later to see the hotel lobby closed and no staff in sight. Before even leaving the parking lot, I emailed Booking.com for a refund. I even included photo evidence in my email. Then I booked another location for the same night with this company.

I made a reservation for a single night at a hotel in Pigeon Forge TN USA for 12/26 - 12/27. When I arrived to check in, the hotel had no record of my reservation, and no available rooms. Booking.com customer service has been incredibly slow in responding, and recently told me this was a non-refundable rate so they will not refund my money. This is horrible - I paid for the room in advance through Booking.com, they confirmed the reservation, yet I was turn away when I arrived at the hotel and now they're refusing to refund my money for a reservation that I was denied upon arrival.

Had a room booked in Milwaukee. My husband had to be taken to the hospital and I was told by the hotel that they would not charge us! Well. The hotel did not charge us but Booking.com did and kept the $222.00! Been in contact with several different customer service agents and have gotten no results, it has been for a month! I would never recommend to book with them ever! I guess the money is just gone!

Worst experience of my life. Twice now I have issues. First time to get refunded after the hotel would not honor the reservation. It took me 13 hours of phone conversations and that was mostly hold time to finally get refunded and second time I’m four phone calls in because I’ve waited 20 minutes to talk to someone that would just hang up on me 3 minutes into the call. Another one wasted my time for another 30 minutes and then just hung up. Finally, I was told to upload receipts and statements and a week later I’m still waiting for my refund. Don’t use them. It's not worth the $10 discount you won't receive and definitely not worth the vacation they will ruin for you and time they will waste you will never get back!!!!

We booked in May of 2025 for a Jan 26 stay of 37 nights. On December 31 our booking was canceled they said which we didn't do and we didn't do so they ripped us off for 1392 dollars to reinstate our reservation after they were already paid over 5000 dollars.

Nothing but problems. I made a reservation for Friday. After paying it showed up as feb 9-10. I made it in jan 9th. Why would the show calender highlighted friday. It was friday but a month away. I sent request to cancel. They say the don't have. I have email in front of me. The hotel said they oked the request. Booking said they have no request even though I have e mail fron them in front of me.

I will never use Booking.com again to book my hotels. I received a confirmation, got to the hotel and was told it wasn’t paid for. The money left my account and was showing for this booking. Booking.com insisted that I book another hotel and wait 30 days for a refund because of their mistake. What a scam.

I bought a flight insurance for a flight ticket that I bought on Booking.com. Later on found out that the insurance is worthless if you want to change your flight to a earlier day flight. Insurance is a scam and the company promoting such insurance also should be held responsible. Anyway will think twice prior to using Booking.com.

Booked a taxi service from the airport to my hotel but ended up changing my departure date and hotel. I tried cancelling the reservation through Booking.com but kept getting an error message. I contacted booking.com directly and they said they would cancel the reservation. Long story short: reservation was not canceled and I get a text message saying that my driver was on my way to the airport. I tried contacting the transportation company and they told me to contact booking.com. Tried contacting booking.com and could not get a response. I contacted the driver but he could not speak English. I was finally able to contact him on WhatsApp using a translation service to confirm that I will no longer need him. Booking.com is an absolute scam and they will not help you when something goes wrong.

I booked a home in Columbus Ohio. Home was approximately $125 per night. Total bill was about $923 for three nights. Charges included a $323 damage deposit. I have spent the past 6 weeks trying to get Booking.com to return my damage deposit. Three times I have sent proof of the charges I incurred. Nothing but crickets since. No one reaches out, no request for additional information. I will never use this site again and have told all of my travel buddies of this nightmare. Ridiculous

Terrible experience. I booked an Airbnb through Booking for the exact days I needed. Once I arrived at my destination, the host was not there. I called the lady and she told me the reservation was canceled and that she was not going to let us stay. I immediately contacted Booking for help, but they left me on hold and never answered. I wasted my money on a place I never stayed in and never got my money back. Completely unprofessional and stressful experience. Never again will I book with them.

Con artists, ripoff, stay away from this company! Deceptive website intended to trick you into spending more than is required, do not use them for any travel reservations. No customer service representatives, only AI.

Last year I booked for New Year’s Eve and my hotel cancelled me through Booking.com last minute with no compensation and everything’s high price and again this year in 2005. It happened again, booked seven months in advance and cancelled three weeks close to the holiday with no compensation and no explanation. Now all hotels are overpriced and $3000 more than I’ve paid for, very disappoint

Never received any confirmation was billed immediately. It it appeared that we were on the hotel web page, which is deceptive, as they can use their layout. Tried to leave a day early due to the project ending, the hotel could not do anything for us due to the third party, which can never be reached. Have sent many emails. However, the response is always the same, confirmation number, name, location and day in day out.

I called today to cancel an upcoming hotel stay at the Ritz Carlton. The agent said no. It will cost me full balance of $800 still. He then said if only have to pay the taxes of three hundred and something. I said no. This is not right. So he let me speak to his supervisor who told me he could get it down to a hundred and eighty something. I said no. He became angry and tried to scare me. Said their legal team would be involved if I did not pay. Also said I’m blacklisted from using the site and my rewards in my wallet were no longer available. I will never ever use them again! No hotel especially the Ritz Carlton should be affiliated with them! I ended up canceling free online , no problems. So I wonder if they were trying to get my money!! I’m sure of it! Awful company!! Buyer beware! No stars!!

Terrible experience using Booking.com. I paid in advance for a room at a Best Western for my son while he was traveling in California. During the booking process, the website specifically asked whether the credit card would be present at check-in. I selected No. When my son arrived at the hotel, he was told he could not check in without the physical card. He was then informed that if he left, he would be marked as a no-show and charged anyway. After going back and forth with the front desk, he was ultimately forced to leave without being able to stay. I was later told the charge would be refunded. That refund has still not been issued. This situation was completely avoidable and caused unnecessary stress. The booking process was misleading, and the lack of follow-through on the promised refund is unacceptable. I will not be using Booking.com again and would caution others to be very careful when booking for someone else.

Booking.com is a rip off company. I had booking a place in Toronto, Canada months before arriving. The place cancelled my reservation 2 days before check in. It was cancelled because of plumbing issue. Yes that happens but booking never paid back my deposit of $376.50 cdn. I had called them at least 10 time and they always had some kind of excuse or need more info as they had all info needed with my confirmation #. I had even sent them my credit card statement to prove payment. I had told them that I would be leaving them a bad review and they did not seem to care. It was bad enough I was struggling to find a different place at the last minute but not paying back the down payment is not acceptable. I have booked with HOTELS.COM at least 40 times and never experienced anything like this. If booking wants to make it right this is my Booking #**.