Booking.com Reviews

I had a very bad experience with this booking. The property was extremely dirty, poorly maintained, and felt unsafe to the point that I decided not to stay at all. It was absolutely not what was shown or promised in the listing. When I contacted Booking’s customer service for help, I received no response for a long time, and once they finally reviewed my case, they refused to issue a refund, even though I never stayed at the property due to the unacceptable conditions. Once you pay, it becomes almost impossible to get any real support—no answers, no assistance, and no accountability. I am extremely disappointed and would not recommend this property or the service I received.

Do not do business with them - they are thieves and lack ethics. On November 23rd, based on a review and a star rating of an accommodation I booked a hotel in Tunis. The taxi dropped us off about two miles from the property, where Booking.com stated it was just a few steps from the taxi stand. With two large suitcases, a carry-on, and a shoulder bag, we started walking with a woman from the hotel who did not speak a single word of English. This was not a hotel - it was someone's home. There was an eight-step staircase before entering the residence. I decided to leave and booked another hotel. When I called customer service, they told me the reservation was non-refundable, even though it was clearly stated as cancelable. They then claimed I needed to request a refund from the property. Upon contacting the property, I was told they had not been paid — not even to this day. They are thieves.

I booked accommodation through the Booking.com app, paid in full, and then Booking.com cancelled my reservation without providing any valid explanation. Despite the cancellation being entirely on their side, they have still not refunded my payment. What made the situation even worse is the customer service. Every time I called, the agents either hung up on me or failed to make any effort to progress my claim. I’ve received no accountability, no follow-up, and no resolution. I have used Booking.com many times in the past, but this experience has shown a complete lack of reliability and responsibility. At this point, I cannot recommend using Booking.com to anyone who expects their booking — or their money — to be handled with basic professionalism.

I rented a place on Booking.com and I the day of check-in, the owner, Eddie contacted me and said the place I rented was not available but he had another place for us. The outside stairs were rotting, the tub would not drain and the owner did come and fix it. When I asked for a partial refund, he would only discount $100. Do not rent 22 Ingraham Place in Bristol! The owner's name is Eddie.

We needed to cancel the reservations a week prior. They charged us $185 for a $216 bill! Lesson learned. We will ever use them again. This is such a rip off. It’s hard to believe this is legal. Beware.

When you are doing business with Booking.com, you could be doing business with a third-party company. These companies won't work with you to get any adjustment to your reservation and Booking.com says they have no way to help. The hotel can't see the reservation either. So now Booking.com suggests we fly to Miami and be there on the check in date. If then, they still don't see the reservation, then we can call and try to dispute it or get it canceled. I have used Booking.com for years and I will never do business with Booking.com again.

The worst nightmare vacation I ever had since being a Genius on Booking.com. I paid for 7 nights at Springhill Suites West Chase, disrespectful, rude staff, hair in food, staff making lemon water for guess with her hands. I made a report, sent picture to booking.com, they assured me I received a refund. Every day I'm calling, excuse after excuse, another story to tell. Damage deposit suppose to be a 100, hotel took 140.00, talking about 20 dollars a day.

I was attempting a 'Pay Later' option with a location and I put my card info in... That's when I got the message that the location was not available. Now my account is charged the full amount for a location I did not finish the reservation with. Then I went to try and reserve another location with a Pay Later option and the same thing happened. Now I have two large transactions and customer service was straight garbage.

Can I please give zero stars?! They took my $822 for a hotel that closed a month before my trip. I only figured it out because I called the hotel to see if they had a hairdryer en suite and the phone was disconnected and the website down. I’ve been on the phone for hours. First booking.com said I’d get a refund. Now they are saying they have to contact the hotel AGAIN about my reservation. How do you not understand there is no hotel to contact?! I’m beyond frustrated with the horrible customer service, the amount of times I was hung up on after holding for 30 mins and going through all my info with each new representative. Horrible company and horrible experience. Stay away!

I am writing to express my disappointment and frustration with the subpar customer service I experienced. The representative not only struggled with English language proficiency but also failed to provide a professional and respectful interaction. Despite my clear communication, I was incorrectly accused of misspelling my own name, which was both confusing and insulting, especially given my educational background. My request to speak with a supervisor was met with abrupt termination of the call, which I find unacceptable. This experience has left me feeling unheard and dissatisfied.

I booked a studio with a sofabed in Birmingham AL at Steelhaven Apartments. The day of check in (Thursday Thanksgiving) I notified the host letting her know the unit was not clean and that the sofabed she advertised was a regular sofa. The host Elaine stated they would be in contact on Friday; never called. Unit number was 503 @Steelhaven Birmingham. Issues reported to owner:

TERRIBLE platform for booking hotels, cars and flights. They ripped me off. STAY AWAY! I tried to cancel a hotel 7 days in advance of the trip and they refused to refund my $250 deposit! I would have been better off to directly reserve my room with the property because most if not all hotels offer a full refund 24-48 hours before the reserved dates. An awful experience!! Never again!!

I have written tons of reviews. Mostly 5 and 4 stars. A few 3 stars. All I can say is find a better way to make a reservation! I made a reservation for a hotel and then pretty quickly canceled it, as our plans changed. I then set another reservation 2 days ago for another hotel. When I logged in, I saw my previous reservation was still active. It was one where you provide your card and can cancel 24 hours before your stay without a fee. I sent in a cancellation request 2 days before the reservation. Got an email back from Booking.com saying they would send a request to the hotel for cancellation without a fee. Got another email today saying the hotel denied my request for no fee.

For us, Booking.com was a great way to get defrauded. We arrived in Southampton, England with our entire family of 6 having booked one night in Poole before a cruise on the Cunard line. When we tried to check into our booking.com apartment, we were told that there was a plumbing emergency, but no one even let us in the building. It was clearly a complete lie, and booking.com worked very hard to protect the hosts even though they were fraudsters. The host promised a refund that never came.

First time I used Booking.com. Booked a room at motel 6 in Charlotte NC for 6 days.11/6-11/12. They didn't have our room we requested and said they issued us a refund. Had to go across the street to a different motel. Luckily they had vacancies. Went on booking.com app to check if motel 6 did indeed issue a refund only to see they have us as actually staying there for our dates yet at a different motel. Husband went to motel 6 and said he wants a print out of refund. They gave him one. Called booking.com. After a automated message what your trouble is they connected me to a customer service agent. My agents name was Derek M. Told him my reservation for motel 6 is showing that I am staying there when I'm not. Got a print out receipt that a refund was issued yet Derek M can't find one.

Ok, I've been using Booking.com for a number of years and have supposedly have reached "genius level 3". I understand only certain hotels give a discount. That does not explain why the exact hotel on my Booking.com account was $30 higher than on another computer picking the same hotel Booking.com listed through Google maps. So I try to reach a live person or a chat on the website to see why I'm being overcharged. Hit an AI wall to speak with anyone live and the website runs you through circles unless you already booked it. Never again using this opaque rip off with no customer service.

Hello. I will never use Booking.com again. I booked a trip to central Illinois this weekend and as week got closer a huge snow storm came into picture. On Thanksgiving day it was upgraded to 6-10 inches today only. I canceled my reservation because of safety for my family and was not given a refund. I understand policies but in acts of nature I wish this company had a heart. They don't!

We are sitting in the house that has no soap to do dishes, no toilet paper and a water filter that hasn’t been replaced in God knows when. This house cost us over $1800 for five days. The pool deck we had to hose down cause it was disgusting. There’s cobwebs and wasp nests all inside the pool cage, so you cannot be out in the pool cage area. The pool is unheated. There is no soap to do dishes or use the dishwasher. There’s no hand soap. There’s no toilet paper, paper towel towels, or even garbage bags, which we had to go out and buy on Thanksgiving by finding a store that was open.

I am writing to express my extreme frustration with Booking.com regarding a flight cancellation for a trip from DFW to Manila on Cathay Pacific. The lack of transparency and outright misinformation I received is appalling. When I initially inquired about cancellation options, I was clearly told I would receive $592 back from my $790 ticket if I cancelled normally. I then informed the agent I had a medical emergency and asked if a full refund was possible with supporting paperwork; I was explicitly told, "Yes." I cancelled the flight and promptly emailed all required medical proofs.

I booked airline tickets through Booking.com because their price tracker indicated that prices were unlikely to go down prior to our trip. Within a few weeks, the price had dropped substantially. We overpaid for our flights by 57%! When I reached out to customer service, they basically said, "too bad." It is so frustrating. I would have been better off to book through the airline.

It took 93 days and over 30 messages via text and Email to get a double booking resolved. We'd made a reservation for 1 night that was accidentally accepted as 2 nights. We called in about 2 days before when we realized the problem (within the cancellation period). An operator assured us the original reservation was cancelled and took our new 1 night reservation.

I booked a hotel Parkk Boutique at Jodhpur for 25-28 Nov. Booking.com showed a price of 6600/night. After checking in I found hotel to be below the expectation. The staff told that price is only ₹ 4000/- including GST and B/F. When it was pointed to manager Hirendra Pratap **, he became abusive.

Booked a place in Melbourne and the conditions were atrocious. Carpet had holes and gaps around walls. No doors from bedroom to bathroom/toilet 🤮 and enough dust I could write my name in easily. All Booking.com would do is offer a small credit to be used next time we book which will never happen.

Booking.com repeatedly promised a refund that was due to me dating back to August 2025. It is now the end of November 2025. Multiple Booking.com agents promised me a refund within 48 hours from speaking with them. Carl, the last agent that I spoke with on November 26th, informed me that even though Booking.com charged my credit card, they "only" make 15% and the rest gets passed on to the hotel. At least he was honest enough to admit that Booking.com will not refund me money. My advice: book directly with the hotel and you will get the same room rate that Booking.com offers. If there is a refund, you are assured of receiving it from the hotel. Lesson learned.

I booked two hotels through this travel site, and they charged my credit card immediately. When I checked out, each hotel informed me they had never been paid, so I was charged again. It’s been over 4 weeks, and I’m still trying to recover my money. Their customer service is non-existent—no one answers the phone, and there’s no way to get help. This company is completely unreliable and dishonest. Do not trust them with your travel plans!

Appalling customer negligence. Stuck in a bad situation in a property I didn't book that is legally leased by another man who has keys to my room and a signed lease. The single bed is broken in addition to holes in the mattress and wire sticking out, forcing me to sleep on the floor.Aalthough today I will go and buy a bed. The property owners are dismissive and rude. This is a far cry from the double room in a deluxe property I was promised and booked. Booking.com do not deem this serious enough to rebook me under their relocation policy which is absolute nonsense, they keep sending me in circles and sending me scripted responses.

On Aug 2025 at Days Inn by Wyndham Wurtsboro NY I reserved a room for my husband to stay the night. Upon his arrival he was denied the room after it was pre paid by myself online. The property and Booking.com till this day refuses to refund our money! We even went back to the property to speak with the manager and all he kept saying it's not him to issue a refund. It has to come from Booking.com. Then when you call booking.com they blame the property manager. So whose fault is it for not refunding our money back for a room we never got!! Stay far away from this hotel and booking.com. Nothing but scam and stealing people’s money!!

I felt like being robbed of money by them. Been calling back and forth with the hotel and Booking.com but the latter failed to coordinate with the hotel to confirm that they got the agreement from the hotel. Hotel confirmed with me that they did not charge me any cancellation fees as I was able to cancel it successfully. Spare yourself an amount of wasted time and money from booking through this site should your trip plans change.

I will never use Booking.com again. No refunds for checking out of motel for emergency early. Customer support was not very supportive. My advice to anyone that uses booking.com please be aware!!!!

I will never use Booking.com again! First off, they run specials and then when you get to the hotel full price shows up. You can try to call them all you want but you will be left with someone who can’t speak English and they will end up hanging up on you after you waited on the phone for over an hour. We have had numerous issues with booking like this where they literally rip you off on hundreds of dollars! Previous indecent- We booked a cabin and they double booked it. They had to cancel our trip, but would not refund our money which was the full amount for the cabin (thousands of dollars) for weeks out. They had no problem taking out money, but had problems giving it back!!! Avoid them at all cost!

Second experience with this company. Unable to reach customer service when needed to change rooms. Once because of of an elevator malfunction. Another time due to a death in the family. Will not recommend them or use them again.

We booked approximately 12 nights in different cities in the pacific northwest. All were as described except one. We paid $100+ per night for a “glamping” experience in Port Angeles Washington. Turned out to be a tent in the woods with no water or electricity. The bathrooms were glorified porta-potties. The site described tv, water etc. When we decided we could not stay another night we were unable to get a refund. They said we were told of the conditions in advance. Absolutely not and we even directed them to the false advertising on their site but to no avail. Will not use Booking.com again due to poor customer service.

This app is the worst option you can choose to book a trip, whether it’s for vacation or work. On top of that, they have issues with freedom of speech, because saying they’re the worst goes against their policies. Well, guess what: you are the worst, and everyone should know it.

If I could give it negative stars I would! I booked a room. The rate wasn't bad, however afterwards they sent me an email, with a new rate if I wanted to upgrade to a room with a TOILET, TV etc!!! What kind of BS is that?? I went back to my reservation confirmation and sure enough it said no toilet or tv oy other amenities!! I'm sure they can't rent a room without the essentials but to charge extra for them is a damn scam!!! Ridiculous. Sure enough.

I already put a one star but I literally try to take it off and it wouldn't let me. I regret putting the one star actually. Worst place ever. I speak from experience. I suggest you guys go with Expedia, anything else besides Priceline, Priceline is involved in a third party and their third party usually is Expedia anyways so cut out that other person. My friend is still waiting for his refund that he never got. Horrible and then when you call they give you all kinds of crap lies.

I made a reservation using Booking.com with a one-time date change option. But when I asked the hotel to change my dates they declined my request claiming I didn't have the option. Booking.com didn't solve the problem. In the end I paid 500 CHF for a service I didn't receive.

What a disaster! I somehow got on the Booking.com and made a hotel reservation. Within 5 minutes I realized what had happened and I went to cancel the reservation. I did receive a cancellation email, but when trying to contact them I got the oh not this department, oh not this department, nothing ever transpired. Disputed at the bank and got my money back for about 2 months when it was abruptly taken out of my account again. Called the hotel after all this time, and they verified that in fact the reservation had been canceled and that they had returned the money to booking.com. Booking.com stands on their no refund policy and is taking the money even though there is no actual reservation. Stay far far away from this website.

They will take your money with or without your stay. I would advice anyone to use any other sort of booking method other than Booking.com. They had a cheap rate at a hotel in the town I'd was traveling to. I booked it and they took the price for the room out of my account immediately. Plans changed and I was no longer traveling and canceled the SAME NIGHT. I was told it would be 7-12 business days before I saw my refund. I didn't receive any sort of update and ended up having to call after waiting the full 12 days and the guy had to initiate the process. Mind you I had already waited the full 12 days.

Booking.Com reservation ** at hampton inn greenville - simpsonville, october 25, 2025. I did a reservation for a hotel, for 2 nights, is $ 243, using booking.Com. I paid the reservation through pay-pal. But.... when I decided to cancelled it, my nightmare started. I have spent almost a month waiting for booking.Com to return my money back to me. Emails go back-and-forth, there was a phone number to call for this problem but they removed it so, I do not have access by phone anymore to a customer service representative. The excuse from booking.Com is "hotel has not reported the cancelation to us." The true is hotel has sent email accepting cancelation to me and them. In addition, I have forwarded them email I received from the hotel. Conclusion: Never book a reservation through booking.Com.

My $80 car rental cost me $295.00. Not much I could do at pick up, in a foreign country, with no cell service. When I got home I tried to explain; why bother... They really don't care. Getting hold of them is its own nightmare. I used to think they were great. But now I know if there is the slightest hiccup, it will become a disaster. Wish I had read reviews as most are 1 star.

I’m disappointed and upset with Booking.com. The customer service has been very poor, and after this experience I’ve decided to close my account. I expected better support and reliability from a company of this size.

Was using Booking.com and came across a situation where a hotel overcharged me. I contacted the hotel as well as Booking and did not receive any response from either. After 3 attempts I have decided never to use Booking again. Traveler beware.

I rarely write reviews but wanted to get this out there for others. I had a very frustrating experience when booking a Best Western hotel reservation through Booking.com. Every year for almost 10 years I have reserved a room for a weekend at the Best Western. Until recent, I haven’t had any issues. Perhaps because I never had to change or cancel my reservation. I reserved the hotel room a couple of months prior and had to cancel due to a medical reason two months in advance of my stay. I went around and around in circles and was given the runaround. I called the Best Western who indicated I needed to work with Booking.com and vice versa. After several failed attempts to reach them (no answer, transfers, getting hung up on) I finally was able to get through to someone.

We recently stayed at El Rancho Boulder in Boulder City, NV. It was a cute place and walking distance to the shops and restaurants in downtown Boulder City. I would highly recommend this place for a getaway.

I used Booking.com to rent a local car rental for a few days. Since it was a Sunday I couldn't use my local rental and chose an airport car rental from booking.com's list. It was cheaper, off airport and I could pick it up on Sunday. The price was good so it seemed like a good choice. When I got to the counter, they brought up requirements not noted in the booking.com agreement wherein I had to provide a utility bill for my home address. As I didn't have one in my possession given it was not mentioned, we had to use an online bill in my wife's name. They added her as an additional drive at a cost of $86.00 which made the cr more expensive than Enterprise where I normally rent. Booking.com refused to take responsibility for the added expense even though all information was provided that alerted booking.com to make me aware of the added (very unusual) requirements. I will never use them again.

I’ve been using Booking.com mainly for hotels for about 10 years. In the last couple of years, the customer service has got slow and uncaring. I had a hotel booking yesterday about 3 hrs drive from my home. The destination had a winter weather alert for freezing rain yesterday morning. I tried to change my booking for 2 days later - the hotel had availability.! I messaged the hotel via the Booking.com app. This was 6 hours before earliest check in time. The Booking app also suggest calling the hotel which so did but they said I had to contact Booking.com as they could not modify the booking. Booking.com replied to me 24?hrs later which of course was too late, so I got charged even though I had to cancel travel yesterday due to icy weather.

Do not use Booking.com. I booked a refundable airline ticket via booking.com back in October. I ended up cancelling this reservation and rebooking on the same site. It has now been over 45 days and they still have not refunded my money. I have made several phone calls and chatted on line. I was told they were working on it. I finally had to set up a dispute with my credit card company. This may be the only way I see my $1,940.

Booked hotel room on 9/28/25 for that evening using Booking.com. I showed up at the hotel and reservation couldn’t be located. Finally after great deal of effort by the staff, reservation was found but for 10/26/25 which was 4 weeks away. I never selected that date, from the beginning I had selected 9/28/25 as the date I intended to stay. Immediately I cancelled the October reservation with Delta Hotels by Marriott and also reached out to Booking.com. Upon returning to home and checking my credit card statement, the charge is still present. Reached out to both Marriott again and Booking.com. Booking.com stated that Marriott wasn’t responding to them so I called them. I then received an email from Marriott stating they are “waiving the cancellation fee and asking Booking.com to refund me” but Booking.com is no longer responding to me nor to my credit card company and I have not received my credit to my credit card.

Their app booked the wrong day & then when I asked to cancel and rebook. They told me they'd call the receptionist at the hotel to request a “cancellation form fillout” they said they would email the hotel. I call the Hilton & they told me this isn't necessary and that they're trying everything to not give me a refund. They didn't even send them a form to fill out. Then I call back super.com & they say “I didn't receive the email” then I asked another 5x and she then says “it just came through” (total lie). Then they refund me in points of which I can only use on the app.

I booked a hotel with Booking.com in San Diego for a stay on Oct 23-26 2025 at the Baymont by Wyndham San Diego Downtown. I arrived at the hotel checked in and noticed ants, other bugs in the room and when I pulled the sheets back there was hair that did not belong to me or my wife. We immediately went to the front desk they could not change our room so we left and told the agent we were not able to sleep in the room that night. I immediately called booking.com to register a complaint. I spent an hour on hold and finally got to speak to someone. They could not offer much help at all as they were trying to contact property to get resolution but nobody would answer the phone at the property. He told me that it was utmost important and booking.com would make sure they took care of it.

Worst company ever. Don't ever use them. They will never help you or they just hang up on you and they put fraudulent information on your paperwork and when you give them proof of the fraudulent activity they hang up on you... If you still want to use them make sure you keep all you emails and record the phone calls.

It’s much better to book direct even if the price is higher and I will tell you why. Per their words if the price is cheaper on their platform that means that it’s a partnership offer, which basically means they double brokering and if you already paid for your staying via booking.com it doesn’t guarantee your stay at this property and that you won’t need to pay once again the same money at the property.

Do not use Booking.com as they do not have anyone you can speak to when you have to cancel or change a reservation!!!! You are out of luck! They have your money and they do not care about the customer.

Super disappointed in this platform. We've had many problems in a row, and at this point there is no trust in their customer support. Do not recommend. They don't honor their price match policy, they did not compensate us for no hot water in a unit for 4 out of 5 days, and their system caused us to get upcharged at several hotels because the system defaulted back to 2 guests from the 4 I entered in my booking.

Honestly honestly my review is not going to make anybody happy. I got screwed totally. They had me put money up front for reservation. I never got the car in my name. I never got the card. I never got my money back. They had told me that I needed to put down a deposit off of my America I mean my direct Express card so I did. I go to the place to get the car Enterprise and a price did not say. They said it did not set my card but I said, "You've already removed the money" and so I had my driver was a license there. She then used her card, repaid everything else in her name and at that time got the car. Had the car for 2 days, returned the car but she got her deposit back and at this point I still have not got my 713 back.

We stayed at Eurohotel in Milan from 11/12 - 11/14. The hotel offers free breakfast, but excluded for booking through Booking.com. That really sucked, and I will NOT book through booking.com in my future trips.

I will not use them- they are a third party and they are not necessary- you can go directly to the hotel and book your stay- this company was a headache and actually interfered with my refund -was unable to travel due to shutdown-lost $200-hotel told me Booking.com should issue part of refund but didn’t-$425 was initial payment-never pay in advance-and always take a hotel that offers free cancellation!! Hard lesson to learn! Will never pay in advance ever again!! Lost $200!

This is the worst travel agent I have ever used. Booked a hotel through them and bought their travel insurance. A medical issue came up and I had to cancel 48 hours before scheduled trip. Booking.com said there was a rather cancellation fee and I needed to contact the hotel directly, so I did. The hotel said that fee was through Booking.com, so they couldn’t do anything about it. So, again, I contacted Booking.com and they said I could only cancel by contacting the hotel directly. The royal run around. So I called the hotel again, and they said it is a Booking.com issue.

Had been using Booking for five years and had no problems until this year. A hotel that I reserved in advanced was overbooked and I called booking.com asap. Had spoken to a representative at 10pm stranded in a different state. The representative was understanding of my situation and I had to book at a different hotel. (I was never notified that the hotel overbooked until I was checking in. Hotel blamed on booking for the error as my reservation also didn't show up on their end. However when booking was working with the hotel after the incident. The hotel claimed that I stayed the night.)

Do not believe them when they say you can cancel. You can cancel but you don't get a refund. It cost us several hundred dollars and when you talk about getting a refund they are not as sweet as they were when I was booking.

I was very disappointed in the outcome of a trip that I had to cancel due to bad weather flight cancellation. I booked a 4 day stay in NYC and paid $1240 that was not refundable. A total loss of money for a flight cancellation that was out of my control. I also tried to contact the hotel, and no one was willing to at least refund part of the money or comp future stay at the hotel. I will never use Booking.com nor stay at the Heritage Hotel in NYC.

First time I had such a negative experience with Booking. Rented a car through them with Economy Rent a Car at Fort Lauderdale airport. The firm postpaid receipt clearly indicated that the amount included all fees, taxes and charges. Read Economy Terms and Conditions, made sure that I had all required documents with me. Upon arrival to their off airport location at 7:30pm was told that the rental will be three times more than my original receipt due to unadvertised mandatory fees and charges. Booking was no help whatsoever.

Booking.com is horrible. They do not care about the consumer. They are partners with the hotels and nobody has the consumers' back. They have a no-refund policy, but they can't guarantee the hotel is on the up and up. I understand the policy, but if the hotel doesn't have anyone to check you in when you arrive after a 4-hour drive....what the heck are you supposed to do? NEVER EVER will I use Booking.com. I don't care if you get a discount with them...it is NOT worth it!!! Nobody was there to check us in, so we went home.... Couldn't find another pet-friendly hotel. I tried to dispute the charges, but since Booking.com has a no-refund policy and if you don't cancel by a certain time, I had to pay for the hotel that we didn't even stay in!

I would love to give less than one star if possible. I will never book through them again. We almost got robbed in our hotel parking lot. The hotel refunded us half and Booking.com will not refund the rest. (Because we booked through a third party, the hotel couldn’t refund it all.) They said they have to receive confirmation from the hotel to refund us but the hotel is saying different. When I call customer service, they place me on hold for over 20 minutes both times I’ve called. Customer service is terrible and even the hotel said they always give them a runaround too. So basically we paid to almost get robbed. I will post a bad review everywhere possible.

I have used Booking.com faithfully for 4 decades and have achieved Genius 3 plus status. Recently, when I tried to book a hotel, the little ball on their webpage just spins and spins and I am not able to make a reservation. I've tried to restart my computer, clear cache, use a different browser, and all other tricks but nothing resolved the problem. I called Booking.com and I got an AI assistant that wouldn't put me through to a live person, no matter what I said. I then emailed Booking.com several times and received the same response back, that I needed to enter my confirmation number of the reservation and the PIN number. I wrote back repeatedly that I don't have that information because I haven't been able to make a reservation on their inoperable website. Nothing. I get no one. I speak to no one.

I am truly DISGUSTED with Booking.com and I'm a loyal 10 year customer. I will NEVER use Booking.com again, not even if they made it FREE!!! Snow storm hit our area... 3 feet of snow. Highways and town roads are SHUT DOWN. No one can leave.... And booking.com will NOT REFUND and they are keeping our 550 dollars.. During a weather disaster. I am just beyong surprised. I didn't think this company was a scamming company. To keep our money during a disaster.. Is just BEYOND me. I Feel like I'm being punked.... Never use BOOKING.COM. I have 9 million followers and I assure you I'll be making videos daily so people do not use them.

BUYER BEWARE. We purchased a stay, non-refundable, and were charged when booking it. A few weeks before the stay we receive an email from the property that they severed ties and will not honor the booking. In the booking app the stay remains confirmed. The property puts a message on their phone number stating the number no longer takes calls. When contacting Booking their canned answer is: it’s non-refundable. If you cancel you won’t get your money back. I sent them evidence of the email we received with the cancellation and so on. They then conclude with, "There is nothing we can do. We can perhaps email the property." 0 accountability. 0 care. 0 money back.

Future patrons beware! This company has no live customer service for issues, the hotels that I have spoken with also recommend to not use, contact a hotel or service they say to represent will confirm this. Also been double charged forcing me to have bank stop payments that can causes issues also. I spent days trying to get phone number to live customer service to only contact them by email that was returned a week after double charges.

After my flight was cancelled and I was put on a different flight. The upgraded seats I had originally purchased did not carryover. Booking customer service was not helpful. They didn’t accept responsibility and told me to call the airline. After calling the airline, they said that I had to deal with Booking. It is VERY difficult to get anyone that wants to solve the problem. No offer for a refund and when I demanded a refund, they passed me around from department to department with no solution. I will not use their services again. Even with the savings on vacations, it’s not worth the amount of hassle that you will have to go through when something goes wrong. My suggestion is to book with another reputable company who will actually work to solve issues.

Booking.com is the epitome of an unethical organization. I recently booked a hotel in NYC through their platform. When I arrived, the hotel told me they were overbooked and had no room for me. The concierge explained that since the reservation came through Booking.com, they couldn’t help and that I needed to contact Booking.com directly. So we did, four times.

Booked a four bedroom property, a couple of days before our arrival the booking changed to a different location with fewer rooms. We were promised a credit, but 12+ days later that has yet to happen. Wrote customer service and the CEO, crickets. Next step is BBB of California. This is our first time with Booking.com, and, most likely, our last. I should have stuck with Airbnb. But, had they been fair and just, I wouldn't be upset. While the property change was not what we signed up for, it was small, but nice. We have no complaints about the property, just the way our reservation was handled, after we paid in full, months prior to our arrival, causing a lot of problems in not being able to accommodate family.

I called them to report a hotel's staffs rude behavior because I had tried to cancel due to the government shutdown affecting flights and me not being able to even get to the hotel. The problem was the staff at the hotel showed horrible and insane behavior yelling through the phone when I asked for an ETA on an email of updates on my request for refund. So I went and called booking to explain the issue. They did absolutely nothing and explained they still needed approval from the establishment the establishment that 10 minutes ago had yelled on the phone to me like insane people. Absolutely no customer service from booking or anything of value on their end. Just happy to take your money and not help with anything.

I made reservation and 4 hour later I have family emergency. I want free cancellation because I have time, I call to Modern Downtown Studio through Booking.com. The person on the phone said, "My, you need to make the cancellation for Booking.com." I do my cancellation request and still the reservation active, nobody do nothing, I call the same day of the reservation and they say they never received nothing and she can’t do nothing for me. That super bad service I not recommend to anybody, think 4 time to make reservations from Booking and their 3 party booking excuse.

I recently needed to book a room for a wedding in Lancaster, PA. I checked the prices and found that booking.com was 30 dollars cheaper than reserving with the Hotel directly. I went with Booking.com and received their confirmation shortly afterwards, A few days later I decided to check my on-line IHG account to make sure my rewards number was credited and couldn't find my reservation.

I am a frequent traveller. And I use Booking a lot. I WILL NEVER EVER USE IT AGAIN! They are abusing their power. I stayed in a hotel through Booking. The pictures of the room were not in line with the room offered to me. The hotel accepted it and said that they refunded the money to Booking.com. The hotel manager even emailed me with all the information that they have refunded Booking.com. Since then, I have emailed many times and have called their customer service many times and I have no refunds from Booking.com. Everyone should take their time and book with the hotels. Hotels are much more friendly, respectful and helpful.

Do not use Booking.com. Their return policy is nonexistent. I booked a 4-night stay in October that I ended up cancelling after the first night. It’s been 12 business days since my refund being released by the hotel. Long story short, Booking.com hung up on me multiple times, put on holds with no intention of them transferring me to a supervisor and experienced no sympathy, no hospitality and no customer service. The company withheld my refund and there’s nothing I could do about it; their multiple representatives could not have cared less. Ultimately, Chase reimbursed me after I disputed the charge. Save yourself the headache and avoid Booking.com—their low rates will cost you.

I would STRONGLY urge to not book through Booking.com. I stayed at an unclean room at a hotel that I booked through them. Toilet didn’t work, desk broken and I woke up with irritated eyes and non-stop sneezing. The stay was not pleasant at all. I reached out to Booking.com to cancel my next day reservation and they have made it impossible to cancel my last day of stay! Not nearly impossible, but impossible! They do not care how unpleasant your stay is/was and keep denying the cancellation due to a non-cancellation policy! Due to this policy and subpar customer service I would strongly urge to NOT BOOK WITH BOOKING.COM!

They are not trying to give me a refund for a cancelation of a reservation... Customer service keep telling me the same thing and nothing is getting done about my situation. The worst place to book so don't do it!!

Went downhill. I booked in Biltmore area. I canceled days before. They charged me. Won’t answer phone. At first they told me hotel. So I called hotel. Nope. They lie. I’ve used them in past. No issues. Now do not use - awful.

I'm completely disgusted with the shocking service I received tonight after landing late at Cape Town International Airport. Zero compassion. Zero suggestions or creative thinking to help a customer who's obviously in a serious bind, arriving 45 minutes late from a flight, courtesy of the airline at an airport at 21.45 with 4 kids only to find your driver's license has expired. I was told repeatedly by the booking.com customer service 😃 agent that I'd arrived late to collect the car (that I'd already paid for of course) and that because my license had expired they'd have to cancel the booking and deduct 75% as a cancellation fee. No help, no creative customer service. Nothing. Just blatant, cold-hearted, cutthroat customer disservice. I will never use this thieving company ever again and will further do my utmost to alert people via social media and of course word of mouth, to their despicable business practices.

Booking.com told me, after I booked a reservation, I had to pay $199 more to keep my reservation OR pay $225 to cancel my reservation, even though I paid $26 extra so that I could get %100 back... all of which took place within 30 minutes of making my reservation. THIEVES.

DO NOT USE Booking.com!!!! They said we had no claim for refund even after I provided 3 pictures of bed bugs in the hotel bed! You can see for yourself, I uploaded photos. Worst customer service ever!

I have been fighting for nearly two months to get a refund that I am fully owed, and Booking.com has done absolutely nothing but give me the runaround. The hotel confirmed in writing that my room was canceled free of charge and even sent Booking.com a receipt and an email verifying that. Despite this, Booking.com keeps claiming they need more “proof.”

It's a great sites, discounts that are awesome. Wow really great. 👍 I recommend this site. Really great soo much, it has helped me over the years 😀 Really great hotels discounts for me..I book it at Booking.com!!

I booked a 3 night stay at a hotel for my sister's 70th b-day. 2 days before our trip the hotel changed our room to 1 bed vs 2. One of my sister's had neck surgery and couldn't sleep on a pull out on the 2nd floor with an elevator out of service. She could not go! The hotel gave myself & one other sister 2 free breakfasts in exchange for the inconvenience. After our stay I was very upset because one of my sister's could not go. I called Booking.com & explained everything; they said I should get a refund. Although 2 out of 3 stayed in a 1 bedroom with a pullout couch; it was not ideal. Booking.com cancelled my stay & charged $414.85 & said I'll see a refund from the hotel. NEVER happened! Hotel said no refund & BOOKING.COM REFUSED to refund me the cancellation fee they charged me. So not only did I get screwed with the room size, my one sister could not go due to # of beds....

Booking.com made online with booking.com they had a partner processing the booking, hotel had no record and charged me full price. I called the number the hotel had for booking.com and the rep from booking.com stated it was booked by a partner and they could not help. Much to my surprise I had to pay $30 more than booked price in order to get the room. Then I was charged by booking.com as well, then another charge for the phone call. Multiple attempts to request a refund, from the online link night of stay to an 888 AI number (hung up by live operator 2 times) and still no resolution.

This was a total CON! I booked a flight that was listed for $303, but when I actually got the call to confirm my tickets the return flight was suddenly "unavailable" and I had to switch to a different flight that bumped my total to $498, which is almost $200 more than if I would have booked through Expedia. Of course the cancellation didn't apply and I could only get the $303 credit to use at a later date. DON'T USE THIS SITE!!!!!

I wish I could give them ZERO stars. Booking has been a headache since day 1. This is the second time that I use them, and both times they have been horrible. We changed a reservation and after giving them one date they changed it for the wrong date making us look like a no call no show to the hotel. They owe us over $300 in hotel fees, and are still dragging me along. I have been more than patient. I just don't know what to do thus far. They are the absolute worst!

Booked a room at The Hyatt House/Wharf in Washington DC using Booking.com. Due to National Guard having to control lawlessness and the government shutdown closing most all attractions, we decided to cancel three days before the trip. We purchased travel insurance from Generali Global Assistance on the Booking.com website to cover an event like this. Not only did the hotel deny a refund, they would not even move the reservation till next year. They refused a refund and the travel insurance was worthless and denied our claim too. They stole $1631.18 from us. Their attitude was "too bad-so sad." Would do nothing to help us.

STAY AWAY from this Site!!! I made a reservation on Booking.com for a week's stay at a hotel in Florida. I had a family emergency and had to cancel the reservation. The hotel was nice and said they were going to refund the $$ back to Booking.com and I would get a refund. I contacted Booking.com and they refused to refund my money. Basically THEFT!!!! I will contact the Federal Trade Commission and file an official report.. STAY AWAY FROM THIS COMPANY!!!!

I had a terrible experience with this company. Please stay away from them. I booked a flight using them the first time and had to re-schedule it on an earlier date and nobody can help me. Ended up booking an entirely new flight and lost thousands of dollars. Not a good way to retain a customer.

Do not trust Booking.com. I booked a room for 2 nights. The Gazebo Inn in Branson, Mo. The room was so sad and has fleas. As I want refunded, I've been in circles with booking.com. Do not use this online service. I'm staying with expedia. Lesson learned...

Awful service! I made a booking, money was taken from my account and never received a confirmation email. It took over 12 hours to get a live person on the phone. The rep wanted more information about my bank account. Which I was uncomfortable giving. This an international company, with so much fraud online, So now I have to fight the charges through the bank. Luckily I only booked for 2 nights so not a crazy amount of money, it’s just the principle! This was my first time using Booking.com. Be aware when using booking.com.

Bookings.com said they refunded my money for two cancellations that were refundable and they didn’t. They told me they were going to send me to management and they didn’t. They actually blocked me. They owe me money right now and there’s no way to contact anybody now. They are nothing but scammers do not trust this company with anything! They told me to Send my bank statements and then they blocked me. They had no intention of ever giving me back my money.

Worst Company to work with. They simply believe in taking your money or making a sale. After that you cannot rely on them for any changes or modifications in your intinerary. Hopeless company to work with.

I left a booking that had bed bugs. I have pictures of the bed bugs. When I attempted to speak to the hotel about the bed bugs, they threatened to call the police if I didn't leave. Obviously I didn't stay there and I have a receipt from my alternate lodging. Booking.com didn't contact me, didn't ask for photos or documentation, and didn't try to help resolve the dispute. They just wrote me and told me that I was out of luck. Don't stay at Hotel Baia in Cinque Terre Italy and definitely don't book through Booking.com.

My friend and I we book a stay for Christmas time yesterday 10/30/2025 but we change our plans and we called Booking.com customer service, and we explain that we need to cancel the booking to the hotel and they said that we have to paid the cancellation fee. I told the manager that that is an outrageous charge because we are cancelling the same day that we did the booking for December. Very disappointed the way this company rip people off misleading customers with free cancellation.

I'd give 0 stars if possible. I booked a 4bed/3 bath thru Booking.com. When we arrived, it was a 1bed/1 bath. The resort reported the room I had booked was already booked at the time I did it and should never have been offered. The resort was completely booked and could not move is to another room. Resort staff told me I would be fully refunded. Two weeks later, I have not received it. Attempts to contact the Help Desk have been worthless. I'm on hold for up to 20 minutes before the line disconnects. I called the resort to see if they can do anything. I was told the money was refunded to Booking.com so not only have I not been refunded but the resort is without payment. Booking.com has the entire payment. The resort is going to see if they can do anything. I will NEVER use Booking.com again.

I would give 0 stars if I could. I have spent over a month trying to reach a human being at Booking.com after a widespread identity theft and account takeover. The suspects hacked my devices, used my email and personal information to run up over $30,000 in Booking.com charges, some directly on my credit cards and others through fraudulent lines of credit opened in my name.

Scam site will not let any change in date. Happen even 3 minutes after booking. And accidentally hitting wrong day. Best to book directly with hotel. Avoid this scam service provider. 0 support, just bill and ignore customer.

I booked an Airbnb through Booking.com and after being at the location we discovered some crab-looking bugs in the kitchen. I had never seen anything like them and I was freaking out. I sent messages through their site to the host and even a video of the bugs. The host was shocked and understood why I wanted a refund. I had to book the rest of my trip at a hotel. I was told by the host that I had to get refunded by Booking.com. I reached out to their customer service several times. They were able to see the messages between me and the host. They did not give me a refund or compensation in any way all because they said they emailed the host but didn’t get a response. They said they had to get a response from the host in order to refund me. Even though they saw that I booked another hotel and everything. I even sent them the video.

I went to Booking.com’s website to book a hotel for that evening. It was automatically rerouted to one of their subsidiaries apparently, but the room that I wanted to book was available so I reserved it and would check in a couple of hours later. It had pictures in the listing show a resort, a nice room, etc. Upon arrival a few hours later, it was discovered that this was not a hotel room at all. It was someone’s private apartment that had four other people in it already, a shared bathroom, and was nothing as the listing portrayed. I told the person that answered the door I would not be staying there as it is not what I reserved. As a woman, I was not going to stay in a small apartment with three men I did not know, share a bathroom with them, and sleep in a room that the other men in this apartment could just walk in into while I’m sleeping. Who knows what could have happened and that’s not safe.

I will never book through this website. Paid for insurance through the website. Emergency comes up. I request a full refund. Property never replies. 1 agent tells me a full refund will be submitted if property doesn’t respond within 48 hours. I call within 48 hours. Next agent tells me no response from the property is a response that they declined. I still haven’t heard from the hotel Trumbull in Detroit. Now I’m out $600 bucks even though I paid for insurance just in case of an emergency and an emergency happened. Also, insurance is for if something happens at the room, not if you have to cancel. I will never book with Booking.com nor will I book with Trumbull and I frequent Detroit often.

Never use Booking. Was double charged to stay at some nasty motel 6 and they won't give me a refund. Absolutely atrocious customer service and there is no urgency at all. Sad I have to challenge the charge with my bank instead of them doing right. Would give negative stars if I could. Would not recommend.

They messed up and actually had the nerve to admit it! I can't believe how much of a financial nightmare this has become — over $1,000 down the drain just to get any real help, which is almost impossible to find. I would NEVER recommend this company to anyone; they’ve caused enough frustration and hardship.

The inability to be able to cancel a reservation within seconds of making one speaks to the greed for money that overshadows the desire of a fair customer experience. Thank goodness that my bank got me my money back. I can't wait to delete this app and I advise EVERYONE!!!! *** DO NOT USE BOOKING.COM ***

The information about the place I had reserved was not exact. When I arrived the place was not opened and I waited 3 hours in the street. As the place was not as described and not overly clean, I did not stay there. Impossible to get a reimbursement. I tried for a month to get a reimbursement and I believe Booking.com favors owners instead of clients. Better to use competitors like Expedia.

It’s honestly 0 stars. I booked a trip with them. A few days before my trip my Father fell ill & he still is hospitalized. I contacted them providing a letter from the hospital as proof that this did in fact occur. These people for the past 3.5 weeks have refused to do anything in regards to a refund: not even a partial! Claiming they can’t get in touch with the Property Manager. Imagine, I am concerned about my Father dying & you compound more issues by your lack of empathy & customer service. They have also hung up on me multiple times. 0 stars!

Don’t waste your time and money. I booked 1 room for 2 nights in Gatlinburg Tennessee and when I got to the hotel I was unknowingly charged for 2 rooms and when the lady at the desk handed me 2 cards for 2 separate rooms I asked her why I have two rooms. She said because I made 2 reservations and I DIDNT!! So she told me I had to call and cancel through booking and when I did they charged me a 65 dollar fee for same day cancellation for a room that I did not book, complete scam and none of these people speak great English. Learn from my mistakes and don’t use these people. They are THIEVES!

I booked through Booking.com in July for a hotel, when we got to the hotel there were people doing drugs in front of the hotel and did not feel safe. The hotel said no worries and would cancel the hotel for us with refund. However booking.com has kept refusing to refund me although the hotel said yes. Truly upsetting as I have been trying for over the last 3 months.

I tried resolving an issue with a falsely advertised listing. I had more than enough proof that it was falsely advertised. (Not disclosing here for privacy). Called twice and was hung up on both times! The customer support decided that instead of removing a falsely advertised listing, it would be better to let the owner continue to promote their property while Booking.com gets a little fee. Horrible.

Recently booked a hotel in Statesville with Booking.com. We could not make it there on the date as we were traveling from New York to Florida and going to stay in Statesville. Tried getting hold of booking.com on 12 October our room was for the 13th to change it to the 14th. They said we had to notify the hotel ourselves cause they were not responding however when I did call the hotel they told us only booking.com could change the reservation. They took almost $73 which doesn’t seem like a lot, but it is and I gave them plenty of notice to just change the date. Neither one of them would help us. I will never use booking.com again.

I’m completely burned out and frustrated with Booking.com. I trusted them to handle my travel booking, but they made a serious mistake by entering my name incorrectly on my flight ticket — something that should have been done right the first time. I contacted their customer service immediately, sent them my passport as they requested, and the agent promised they would fix it and that I wouldn’t have to pay any fee.

Run!!! They are the most unprofessional platform ever! They are only here when to charge you, but not when you need their help. A property charged me for an entire stay through booking, that I cancelled two weeks prior my check-in date. I called Booking multiple times to reach out to the property, they would literally lie to me each time saying no one is responding their call, while every time I call the same number someone picks up the phone after the first ring.

Horrible with their refunds and cancellations. I canceled within their timeframe. They specifically didn’t reach out to the hotels for 48 hours so it was passed the approved time so they would deny the refund. I cancelled one nights of a two night stay. To make matters worse the hotel room was disgusting. Totally misrepresented the hotel. Toilets didn’t flush, AC clearly had technical issue (error code P4 was on the display), tiles missing from the shower, spackle globs dropped on the shower head, blow dryer didn’t work, bathroom very didn’t work.

After trying to get a refund on a hotel that stated I had no reservation, Booking.com instead canceled my reservation one month after the fact and kept my $360.64 as the cancelation fee. Outrageous! Never again will I use any online booking service, especially booking.com.

I am writing to share my frustration with Booking.com regarding the termination of our property contract. The contract was terminated without giving us a chance to defend ourselves against allegations made by a single customer. This lack of due process is unacceptable. Despite making over 20 calls to customer support, we faced significant challenges in getting the help we needed. We were often left on hold for 10 to 15 minutes, only to receive robotic responses that promised a callback that never came. It’s disheartening to see that when issues arise concerning payments or pending invoices, the support team is very active and productive, but when it comes to addressing serious concerns like contract termination, the response is severely lacking.

Total garbage. Just gave them my CC information and they immediately said my booking was denied due to inventory shortage. Probably just lost $700+. No way to contact them. I will have to contact my bank now and go out of my way to correct the issue. BULLSHIT!

I have used booking.com on several occasions, last two times it was a nightmare to pick up my rental vehicle and the last one I wasn't able to pick it up but I was charged the full amount, after speaking to customer service I was able to get a partial refund of little less than half %, I will never use this site again.

Booking.com OYO Hotels are atrocious. Used Booking.com for Hardin Lodge in Hardin MT, arrived at the hotel and it smelled and was not clean. I was told the room would be canceled by the manager. I didn’t want to stay there due to the smell from cooking ethical food, and filth. I couldn’t get a refund and American Express backed Booking.com up due to their terrible policies. My guess the financial ties run deep with all the above, just goes to show the business acumen does not exist.

Booking.com is garbage. Why? Because:

Simply put their customer support is horrible. Have used them many times but if you have even a little issue, they give no support with lots of canned responses and apologizes but no actions. Book Direct!

Scammed by Booking.com. Porter airline cancelled the flight. Porter refunded Booking.com. Booking.com only refunded a small portion of the refund. Called many times to try to get the rest of my refund. Was told it would be coming many times. Still did not get my refund. Asked to talk to a supervisor. Was told no supervisor was available. I will mark this as a scam and not use booking.com again even if I have to pay more on another site.

Place is a scam. When you can’t verify your identity and you cancel they send you an automated message that tells you that you put in a request. They also don’t respond in the time they say. They also justify when you fill it all out and submitted it at night before 11:59 pm and then spend 5-10 min trying to verify that you are the person. And cancel technically the next day. It voids your cancellation. Telling you that there will be a cancellation charge. But how can you get a cancellation charge if you can’t verify your identity. And they only have you verify after they have taken your money that they will not give back. In a since they steal your money and you have to verify your identity or not get your money back as well as not be able to stay at the place you paid for.

I booked Hotel Riu in Chicago hotel and between both Booking.com and the hotel refused to refund the money I paid for the reservation. I booked this hotel for one night and in error I booked the wrong night Sunday October 19th, Check out 20th. I needed Saturday October 18th, Check out October 19th. I made multiple attempts to call the hotel, to change the dates to the correct dates and was told the hotel was fully booked with no availability to accommodate the change. I tried a couple more times to see if hopefully there was a cancellation but unfortunately was told there was no availability. In this economy, this is very bad business practices.

I had a truly awful experience with Booking.com that left three adults stranded outside overnight in a foreign country — cold, unsafe, and without anywhere to sleep. First booking: Kompleks Apartament-Serwis (Kraków, Poland) – The entry code didn’t work, and the host never answered any calls. After spending ages on the phone with Booking.com, I was told the booking would be cancelled and refunded, but no refund has been issued to date. I even have video proof showing the entry code failed.

Impossible get through the AI. There is no way to even talk to a real person. AI literally will take all your time and then just hang up on you. You will get all of the booking details and after all of that it will hang up on you. I didn’t even get to talk with human. The worst experience ever!

I’m extremely disappointed with how Booking.com has handled my case regarding reservation #** (Bungalow Beach, Zanzibar). The booking was canceled within the free cancellation period, confirmed by Booking.com’s own system (“Free cancellation – US$0”). Yet, months later, the refund has still not been issued. What makes this even more concerning is that I had two identical bookings made at the same time — both canceled the same day under the same conditions.

Absolutely horrible. NEVER USE. These app is terrible. The service in India is horrific. Before the booking I was completed I realized I had booked pm instead of am flight. I tried to stop. No way. I tried to get help on app. Nothing. Did not recognize booking. I called. First person was rude and put the phone down on me. Second charged me $99 to change flight. Said that change would show up in 5 minutes and the fees were airline fees. No change was made. So I called airline who changed flight for $35. I called Booking.com again who again were rude and unfriendly. Never use!

I booked a room for San Diego on October 7, my mom died October 7 and I wasn’t able to go. I totally forgot about it and when I called them a week later, they told me that they wasn’t allowed to give me a credit nor my money back, I will never I repeat never use them again.

Now that I'm home from Italy, I decided to write a review about my experience with dealing with Booking.com. Before leaving Ottawa Canada, we booked two vehicles through Booking.com. Our friend who was a Genesis member (not anymore), booked both vehicles on September 10th. My part of the booking for the rental car, booked from October 4th to the 12th. was $580.22 in Canadian funds.

Apparently Booking uses a 3rd party sometimes and that company takes a fee from your charges so the actual Hotel charges the customer that amount AGAIN... so when booking says TOTAL COST PAID... it's actually not... they will add additional charges without your consent and delete your disputes.

I asked for a refund and they stated that I had to take it up with Booking.com. When coming back to the states…. We sent an email and also filled out a request for refund. We didn’t hear back. So we called and said they would settle this because I was a great customer. I had to call twice. They did nothing to refund me. They stated that they called the Hotel and the hotel said I had an upgrade. They could easily look up the room number and see that it clearly wasn’t an upgrade. They tried pushing it off on the Hotel and the Hotel was blaming booking.com. A total disappointment. Customer service is really bad, especially when they owe you money back. Once they get your money, they don’t care about your experience. Never again!

BEWARE!!! Do not go through Booking.com for anything!! They say you can modify or change your reservation before 49 hrs of your stay. However, they charge $129 to modify or cancel. It was almost as much as the hotel room! They are awful and will not give you a refund like a honest company should do within the time period of the allowance to make changes.

Horrible company. Do not use them! The hotel said I booked through Booking.com and charge me over $1000 and said I had to get a hold of booking.com. There’s no way to get a hold of booking.com. They have a fake phone number with an AI that answers and it’s irritating the AI does not help. It’s totally annoying. There is no real person. I finally found an email only to not get any answers from them at all. Just email saying they need more information which I sent about five times just to hear nothing from them, do not use them. Do not trust them. They’re stupid and horrible and have no customer service!!! Suppose you wanna go they’re in Business now. I do not know!!!

I’ve been waiting 3 weeks for a refund on flights I cancelled within the cancellation period. I’ve been made promises of escalation, but no action. My son was hospitalised for 3 weeks. This has caused significant financial distress.

Horrible. Pray that you never need customer service because you definitely will never be about to get ahold of anyone and nothing resolved. The sad part is my husband travels for work so would book hotels weekly. I have had multiple issues with just trying to obtain a simple receipt and also payment issues where they took my money but reservation didn’t go thru so I was out that money and couldn’t make the trip.

DO NOT TRUST BOOKING.COM. I was in Italy and on my way to my rental apartment in Naples. I called them for all the check in info and they said it was no longer available! They didn't even call me. I had to call them. They told me I had to find another place (which was not in the same area I selected 2 months earlier), and for $250 more. They said, "As a courtesy we will give you $60 worth of travel credits!" THIS COMPANY IS A SCAM. Then with the new place? It turned out to be another scam. I got rerouted to another place. Not a 2 bedroom, not anything like the photos. HOW IS THIS COMPANY STILL IN BUSINESS?????

They are a scam.. Kept my money after their site experience a glitch in my date.. Told me a 3rd party that's not a hotel kept the money after the hotel canceled the reservation... This company isn't in America... Let's be mindful about companies like this before using them.. The customer service is even worst!

I had a terrible experience with Booking.com. Despite multiple attempts to resolve an issue, I was repeatedly redirected without any real help. I contacted the property directly, and they confirmed—again—that they never received any email from Booking.com regarding my concern. Meanwhile, the payment was already taken by Booking.com, and no one seems willing to take responsibility. What’s worse, it’s clear that no one is actually reading the communication I’ve provided, even though it clearly outlines all the details. I feel completely ignored and pushed around. This level of service is unacceptable, and I strongly advise others to be cautious when booking through this platform.

They had a bad description of the hotel I paid for a family staying in a hotel Akeah in Madrid $1050, when I arrived to the hotel they said the hotel was for adults and they didn't allow me to stay there with my kids. They promised me to refund the money. When I came from my trip I was calling often to Booking.com the customer service never helped me. I never got my money refunded. I am planning to do legal actions. I WILL NEVER DO BUSINESS AGAIN WITH THEM!!

No hope with getting my money back. They hold you on the phone line forever, then when they finally answer the conversation goes no where. Booking.com owns me for 8 days that we're not honored by the residence Inn in Dana Point. Lesson learned. Call the hotel directly. This is a foreign owned company cheating us with no internal way to speak to a supervisor.

Over the past week have been on the phone with them. About getting my refund back from the hotel that we stayed out that allowed their employees to smoke pot right outside our room and the smoke was coming in our room. And every time I have called I have gotten different answers by all of them and even the hotel. No one can give me the truth about my money. Plus 2 of the employees at booking hung up on me when I asked for their manager. They won't their money up front but when it's our refund back to us. They lie and lie about it. Worst company ever. Will never use them again.

We have booked with them before and was happy with our reservation and the price. But now I wish they have a do not book button. We booked a trip in Yosemite. Of course the first bad storm of the year and already so many road closures. Called them and they could only do a $100 fee for canceling inside the 48hr. (I get it) but how do you control the weather/snow? And if we cannot access the hotel due to road closures?!? How can you not be willing to work with these circumstances?! Do BETTER FOR YOUR CUSTOMERS OR THEY WILL GO ELSEWHERE LIKE US!

Did not send our booking to the hotel, we tried to book again and then we're charged twice for the same night. We stayed in the hotel and when we tried to have them cancel one booking they made us pay a cancellation fee of $50.00 because they didn't process our first booking? Just book at the hotel. It's less hassle and way cheaper in the end.

Worst customer service ever. I was double charged for a stay - once through booking.com and once through the hotel. Filed a claim 12 days ago and there's been no refund and no follow-up. It's impossible to speak to an actual person because they use AI agents. And the AI agent told me there's no record of my reservation number. Not sure if they don't keep the ones from the past or what. It's been absolutely awful. I'd never use them again.

Horrible, we booked through Booking.com on May 28 for an event an October 11-13. When we arrived to our hotel it was completely shut down, it had been shut down for a month, we had nowhere to go. Our trip was completely ruined, I don’t recommend anyone booking, it was poor communication and someone dropped the ball..no accountability, booking.com sent me an email telling me my hotel was closed indefinitely once I notified them that we couldn’t check in.

I booked hotel on Booking.com. On property highlights section for that hotel was "good breakfast" as the first thing. When we came to the hotel and asked about the breakfast, we were told that there is no breakfast on property. I called customer service at Booking.com and they asked me to send them screenshot from their ad to see through email. I did but my email was blocked as scam. Basically they put fake information on their site. I will never book through this company again.

Hate this company. Falsely advertised no prepayment, pay at property but BOOKING will charge your card after you booking siting in the confirmation email that they WILL in fact take a prepayment amount BEFORE the free cancellation period is up!!!! When you call, they will tell you that it’s out of their control, which bullcrap!!! I use Hotels.com. They would never! I travel often & any time Hotels.com says pay at hotel, that’s exactly what they mean.

They tell you it's a hotel and it's a hostel. Too lazy to talk to customers. They hang up on you. Have a problem talk to a AI robot. Have a problem, you're on your own. Fight with an AI bot and repeat yourself like a fool..

Extremely poor customer service. Will not give me my rewards of $72.43. 15 calls and emails with nothing done about it!!! Received three or four emails a day to call them and when I call nothing is done!

We were refused a refund for a reservation after 2 plus weeks of poor communication, delays and terrible customer service. We were told in the AM that we’d receive a full refund and in the PM, we were told that we would not receive a refund. We had cancelled due to an impending hurricane with an accompanying declared state of emergency. Booking.com has forever lost me as a longtime customer.

I’ve used Booking.com for 3years. Now I have a problem getting my refund. The hotel refund my money back to Booking.com 4 months ago and I’ve tried calling Booking.com and 7 different emails with all my information. I will NEVER USE Booking.com AGAIN… Here's what you do: find a hotel on their website and show the hotel what Booking.com price is and the Hotel will beat their price by a dollar or more. If you use Booking.com, that’s a 3rd party AND GOOD LUCK WITH THIS Shady company. THEY STOLE $197 FROM ME… Ripped Me Off Big Time… Don't use Booking.com, save your hard-earned money. They don’t care about their Customers… Most hotels will beat Booking.com prices cause they know how bad they are(Booking.com).

I used to be happy with Booking.com — everything was fine until I faced my first real trouble. I had a hotel booked in downtown Los Angeles, but the night before my arrival, violent protests broke out and the city declared a curfew for that area, and I was arriving at night with a child. I couldn’t reach Booking support, so I called the hotel directly. The manager cancelled my stay and confirmed I wouldn’t be charged. For safety, I booked another hotel—also through Booking.com—outside the restricted zone.

Horrible service. We reserved and paid for a clean room with 2 beds for 2 work associates to travel last weekend. Upon arrival to the facility, we found that they had overbooked and did not have a room available. They gave us the key to a room with a filthy unmade. King-sized bed. We were basically strangers traveling together. There was no way we were going to be expected to sleep together, especially in a dirty bed we had to leave. And find alternate lodgings after traveling for 4 plus hours. I contacted Booking.com who gave me the run around and I got no refund. I will never use their service again.

I’ve never encountered a company as utterly incompetent and disorganized as Booking.com. Their so-called “customer service” is a complete joke unhelpful, dismissive, and incapable of resolving even the simplest issues. You can message, call, and email for days, and you’ll still end up going in circles with generic copy-paste responses from people who clearly have no authority or understanding of what they’re doing.

Reserve a hotel room in Chicago for the 4th of July. They confirmed my reservation and accepted my credit card payment. When I got to the hotel and tried to check in they told me that they had no reservations. I did get my money back but I had a hard time finding another room. I will NEVER use Booking.com again.

Didn't even know I was using Booking.com to book a room in Portland, Maine. If I had known, I wouldn't have used Booking.com. I always prefer to go directly through the property. When I had to cancel due to sickness, other accommodations, car rental and flight were smooth and easy. But the accommodation through Booking.com was a nightmare. I tried repeatedly to use the online service only to get identical emails from them requesting info I did not have. When I called, it was much the same issue. Never again.

The absolute worst company I've ever dealt with. I listed my short-term rental here. They're impossible to reach by phone (I've been trying for the last 30 minutes) and they took a huge commission from me for a fake booking. Do NOT list your property with this company!

I have used Booking.com for over 10 years, and always had a great experience. The last 2 years I've been charged for things that I shouldn't and it took forever for me to reach someone. Today I wanted to cancel a booking and they told me it was $129 to cancel. I called the hotel and they canceled it. I will never use booking.com again. Seems like they've become a scam.

I booked 2 apartments for my stay in Ushuaia, Argentina for $650, I would pay at the hotel during check-in. Upon check-in I was informed that the place could not process my payment in dollars and that it would have to be in pesos. I receive text notifications for every credit card transaction. I was charged a total of $709 (a $59 overcharge). After discussing with the hotel they said they would get in touch with Booking, 2 days later I asked again and the hotel notified my that they had contacted Booking over 20 times (provided a screenshot of the calls) and that no one would answer them. When I returned to the USA I called up booking and explained the situation, they were portraying to be super helpful and sorry about the situation.

Booking.com has been holding my money for months. When we canceled our reservation, the hotel refunded the payment — but Booking had originally paid the hotel using an Expedia virtual card (a Mastercard), even though we paid with our own Visa. So now, the refund went to that virtual card, and Booking.com has the money, not me.

We were scheduled to leave on 18-day vacation to Portugal and 5 days before leaving our account was hacked and someone cancelled all of our reservation. When I called Booking the person helping, said that we would have to rebook all 5 of hotels and who would say that we wouldn’t get hacked again. They did cancel all charges with the help of our credit card company. We will be canceling our account with Booking.com due to no help from them.

Need to connect with a Booking.com manager asap as I have reported my issues multiple times from day 1 and experience with the booking I made through booking com. I see you guys are not taking customers seriously as I have been trying to resolve my issues. As you can see I booked a two bedroom two bathrooms with large balcony on 108 Keffer place. Advertised clearly two bedrooms and two bathrooms. As you can see booking com organized taxi From the airport to 108 Keffer Place. Driver was there and was good and efficient. I received a message from my booking com place stating that I should go to 188 Keffer place not 108 Keffer place. Taxi driver then offered to take us to new place which is 188 Keffer place and not as per my original booking.

I was very ill traveling and we needed to get a motel. My husband's attempt trying to find a room while pulling over on the highway in the rain resulted in him reserving a room on the wrong day. 5 minutes later at the hotel, we attempted to fix this, which is apparently rocket science. TOTALLY UNABLE TO CONTACT CUSTOMER SUPPORT. This shithole of an evil corporation needs to fail, gloriously, so that all of us suffering from its lack of ethics and greed end. May the CEO wind up destitute and homeless. I'll be on the sidelines laughing.

Not happy with the response time for customer service. Booked 2 days with a host who misled or out and out lied about their being parking at the property reserved. When I complained that his description of on site parking would not cover a 10 minute walk from the visitor parking at the local hospital and that I would include it in my review he starting gaslighting me and saying I was blackmailing him. He then told me he would see if I get into property and that I was not welcome. Would not provide full refund despite cancellation from him in writing. Customer service were to relocate but did not call me back.

How are these people in business!? Tried listing my building on Booking.com and was immediately suspended. Need to contact customer service, but the only number available is for guests via AI that hangs up on you. Finally did get in touch with a real person who can’t use an effing caller ID, so has to call me back to verify my identity. Out of 6 times, the one time that I did get a call back from as from Dubai. Since that’s suspicious af I hung up. They suck. If I could leave more bad reviews I would. Literally nothing good to say.

I have used Booking.com in the past and did not have an issue until recently. When there his an issue, it’s disastrous. Months in advance, I booked a 3-night stay at a B&B in Dingle, Ireland. The day of check-in, I emailed the B&B. Subsequently, I received a cancellation email from booking.com informing me that the B&B could no longer accommodate us and included a link for searching available accommodations. As a courtesy, booking.com would fully refund me. What a joke. I was engaged in a lovely afternoon tea and immediately stepped away to call the B&B. The B&B never knew I existed until that day.

The worst customer service I have ever experienced. Reps are completely incompetent. Any solutions offered are from a template or script. Service disconnects calls constantly. Reps claim they have to call you back for security reasons, then never call. As a property owner, they never paid me for a guest’s stay but sent me an invoice for their $27 commission. This guest also trashed my property, but Booking was absolutely no help here. The guest stayed an additional night that was not paid for. When I tried to get them to charge the guest for the additional night, they recommended that it would be easier if I arranged payment with the guest directly. The most ridiculous possible suggestion, as they have the guest’s card details, not me. An absolute disaster of a situation, experience, etc. I will NEVER use this place again!

I used Booking.com to reserve a hotel room at a desired location and they canceled my reservation two days before my departure. I then had to find a last minute hotel reservation and it was a disaster! The hotel was so nasty that I had to buy sheets, towels and pillows just to lay down. I will never use Booking.com again and will pass the word on that the reliability is nonexistent.

I booked a hotel, when I arrived it was a hostel, I called customer service, and they lied to me, they disconnected the call 3 times, the positive comments here are surely fake, I comment on commercials on YouTube and they delete my comments, that's not professional, I've called 12 times and they won't give me my money back, I find it hard to believe they're still in this business, not one star, ZERO.

My husband was experiencing medical problems and I accidentally cancelled my reservation thinking I would get a refund. After contacting Customer Service, I found out that I would lose all my money for a hotel in Paris France. I immediately contacted the Royal Madeleine Hotel and Spa which told me to send medical records for a refund. I decided I wanted to keep my reservation as it was 3 months out and I would travel without my husband if he could not go to Paris. After talking with Booking.com Customer Service, they contacted the hotel and the Royal Madeleine Hotel said my reservation was still active and they were looking forward to my visit Sept. 2-10th. Booking.com sent me an email stating that I had the reservation even though I cancelled and the Royal Madeleine Hotel and Spa was looking forward to our visit Sept. 2-10th.

Booked a apartment in Venice. It was not as advertised and horrible communication. It was a canal view with a rooftop. It it didn't have either. I sent multiple messages to Booking and no one has got back to me in the past 3 weeks.

This was the worst experience of my life. I will never use this company again and wouldn't suggest that anyone else use them either. Customer service was a joke and I called several times and they would even go as far as hanging up on me. They tried to charge me again Oct 3, 2025 for a booking that was completely in April 12, 2025. Saying I owed them when in actuality they owed me and had to issue a refund. I actually spoke with 7 people and when I asked for a manager I would get hung up on.

Booking.com might be wonderful if all goes well, but look out if it doesn't. They had a property that charged me $1158.99 and the property cancelled 4 days before my vacation. Booking.com offered $90 toward a different property if I booked through them. Nothing was available. It has taken me 60 days now, to try to get the money back. The property claims they no longer have my money (but still advertise on Booking.com), and Booking.com said they would reimburse me and that they would get the $ from the property. At least 30 emails and phone calls and I have jumped through so many hoops to try to get my $1158.99 back. Each time I call, it's a different story as to why I don't have MY money back. I sent proof of payment on my VISA statements, 30 days in.

I have been double charged by booking.com and no one will contact me back about the issue. Absolutely horrible customer service and will not use this company again, in fact I will be reporting them and telling any friends and family to not use this company. My bank is going after them for the money they have stolen from me.

This company should honestly be studied as an example of how not to run a business. I spent over thirty minutes on hold, forced to listen to the same brain melting recycled elevator song on repeat, only for the line to go silent the moment it was supposed to connect. No human being ever picked up, just dead air, which, fittingly, matches the level of life in their customer service department.

Do not use booking.com. We started to make a reservation but never finished. Instead we booked through a different site. When we got to the hotel we found that booking.com went ahead and made the reservation without our authorization. The hotel charged us a large cancellation fee because we never cancelled the booking.com reservation. We didn’t cancel it because we didn’t know about. Booking.com has been totally unresponsive to our requests for assistance. I will never trust making a reservation through booking.com again.

Horrible customer service, I paid for a rental that did not state anything about the security deposit upfront. They claim it was my problem to look for it and refused to give me a refund for what I had already paid

Terrible customer service. I got an attitude and the runaround. I would never recommend booking through them and definitely don’t buy the insurance from them cause either way they won’t give you your money back or it’ll take days many phone calls and hours on the phone to get it fixed if at all. Never experienced anything like this before.

I was booking 3 rooms in Ottawa, Illinois and Booking.com booked 3 rooms in Ottawa, Canada, instead and then I got a $509.00 charge as a no-show from the motel in Canada...and after contacting Booking.com and get no help with the matter and can't get my $509.00 return to me the customer service is no help at all. I would stay away from using Booking.com.

When canceling a reservation I was not refunded the amount due me even though I canceled well before any deadlines. In contacting Booking.com I was told that my refund was not issued because of a charge for a cancellation fee. All information that I had received from booking.com said that there were no charges for cancellation. I have contacted this company for 3 weeks and have had the runaround and no refund of the supposed cancellation fee. Do not use this company!

This company is a scam, do not refund, is well known as fraud. Worst customer service, they will take your money and leave, worked with them in short term rental of my property ended up with losing a lot of money, customer didn't show up and still they charge a fee, they are thieves.

I booked a hotel room with Booking.com. They put me in the much cheaper and less nice sister hotel and refused to give me a refund. It's also near impossible to contact them, I had to find the number on Reddit. Will never book from them again, direct is worth it being 5% more expensive

Showed up to check-in and didn’t have a reservation. I spend a ridiculous time with an AI agent who didn’t understand that my confirmation booking fell through. An absolute nightmare. The agent I first spoke to tried to help me find a room but we were disconnected!

Booking.com is scam 3rd party. Cheaper if you book yours on your own. 39 minutes on hold waiting to speak to Booking.com representative. At the end nothing done. Zero, nada, zip. Price much cheaper. $90 cheaper if you reserve it directly with hotels. Customer service bad. 👎

I booked a 5 night stay at a hotel in Georgia through Booking.com. A few days before my stay was to start my father in law had a stroke, I immediately went on booking.com website and cancelled the reservation. 2 days later I received a cancelation email that explained that they have not heard back from the hotel and I could call the hotel directly. I called the hotel and was told that I need to contact booking.com. I called the number for booking.com and got nowhere because you will be talking to an automated system not a person.

Got stuck in Arizona and Booking.com set me up with a room at the Aiden by Best Western Sedona. The absolute worst hotel there is. Vomit on floor. Dead bugs smashed in walls by the hundreds. No toilet or running water in room. It was a construction site they rented to me.

Zero if it were an option. I had a confirmed reservation for 4 nights at a luxury condo in Austin (**). While in transit to the property, I received a message from the owner that my reservation was cancelled. The property was “not available”.

This relates to one specific booking I made on Booking.com. I had a few other bookings that were fine. The biggest issue was the lack of communication and problem with their site not using the correct credit card for payment. My credit card was compromised so I was issued a new one. I updated all of the booking.com bookings with the new card info, and all but one used the correct card. One booking tried to use the old card which was cancelled, despite the fact their system had the correct card.

Yes, horrible experience with these people. I booked a double room with two double beds and received a single room. I brought this to the Best Western attention, and they advised me to reach out to Booking.com to purchase another room. So, I called booking.com and their response "no cancellation," "no refund." They didn't even bother to try and fix the issue. So, I was stuck with one room, two beds for seven people. Ridiculous!!!! I will never use Booking.com to book anything else!

Got charged for a 2-night stay that did not happen. Even with proof we were still not refunded our money. This is illegal, unethical and plain wrong in every way. The customer service was no help and, no one knew nothing and had to explain the entire situation each time.

I cancelled my reservation and changed the dates. The fee was $0.00 when I made the changes. When I checked my credit card statement I was charged for both visits. I have attempted to contact them and still have had no contact with the company. I am disputing the charges through my credit card company. DO NOT use Booking.com.

I strongly advise everyone to stay away from Booking.com and Gotogate. They may seem convenient, but they are completely unreliable when it comes to pricing, customer service, and especially refunds. At the end of June, my flight was cancelled on the very day I was supposed to travel. Both the airline and Booking.com assured me I would receive a full refund. It’s now been over three months, and I still haven’t received a single cent.

Near impossible to get a hold of anyone live. When I finally did, the person seemed cool, but the cancellation policy isn't worth the time to book at this place. DO NOT BOOK WITH THIS SITE. Not worth the aggravation.

Booked an apartment ouside of Dublin for my family vacation. Messaged the host a couple days beforehand with arrival time. Never got a response back. Messaged again the morning of stay to get check in instructions but never heard anything back. Drove to apartment but could not access due to needing code for the door. Ended up having to book another rental and paying over $600 for the night, just to have a place to stay. Talked to a local business and they said that it has been an issue for some time now. People getting scammed by this guy. Booking still hasn't removed him from the site.

Extremely poor customer service. Never use this website. It used to be a very reliable and convenient service. Not anymore since they outsourced their customer service agents with no power to cancel or issue refunds.

I have been using them for years. Booked a 3 night stay in Lisbon Portugal at Independente Bica hotel. Not only is it run down and dirty, unlike pictures on Booking.com site but it is dangerous-bed against a wall so second person has to crawl out over the other person, a few feet from the bed is a step down to the bathroom, dangerous for older people as we are and no room to even open a suitcase. Booking agreed to a refund and charged a $351 cancellation fee but since then has lied to us about when it would be sent, wanted us to call the Hotel to get a refund even though Mark at Boooking.com promised it to us in writing and I finally have started a dispute with my credit card. They may have "good deals" but don't back up their customers or their products.

I recently booked a hotel for my sister in Montreal through booking.com. All seemed well till after completion of the process, received email from booking saying they are trying to confirm the booking with the hotel but had already deducted the money from my credit card. Within 5mins received another email saying they could not confirm the booking and thus, cancelled and my payment has been refunded. I then had to book directly with the hotel. After 5 days of waiting for the refund to be reversed and hadn’t been, called a number I found online for booking. It was answered by an Indian guy and it seemed like a call center with all Indians. The first guy said they still had a hold on the funds as they wanted me to agree to a fee of $451 for cancellation. I reminded him they cancelled and should not have charged the card without confirmation from hotel. He said it was the hotel who charges for loss of sale.

I had a change in life between when I booked my reservation in April 2025 to now. My MIL whom I take care of has slipped into late stage alzheimer's. I sent an email and Booking.com told me to contact the property. I did that. Due to my circumstances changing the hotel was willing to cancel at no fee. They just needed booking.com to do a three way call to unlock the reservation. Booking.com was unwilling to help. I suggest no one use them for anything. Booking.com is a complete joke and unwilling to help or take responsibility for anything.