Booking.com Reviews

Booked Avianca flight via Booking.com with a checked bag for $47. Booking.com charged me and later refunded without warning, saying they couldn’t add the baggage. Avianca confirmed I cannot add baggage at all to this ticket. End result: I paid for a service that influenced my purchase, Booking.com couldn’t deliver it, and I’m left with a flight that doesn’t match what I agreed to. Very disappointing.

Worst booking site I’ve used in in an ongoing battle with them over the last three months trying to get my travel credits back. Someone fraudulently used them and I can’t even talk to the people I need to talk to because if you don’t have the PIN number for booking you can’t get passed AI. Since I didn’t book said bookings I don’t have one so no one can help me get my money back. Hotel bookings do t have the flight bookings number wowwwww. Worst experience I’ve ever had with any company. If you have booking cancel it and switch to VRBO immediately.

I believe the cons described here are very accurate: Poor communication from support and reservation inaccuracy.

Booking.com failed me in one of the most unacceptable ways possible. I had a confirmed reservation at Bob W, but close to midnight I was told there was no room available because of a system error. I called Booking.com six times, spent almost two hours outside in the cold at night, and the only “solution” I was given was to pay out of my own pocket for another hotel and wait 7–12 days for a refund.

I booked an 8 day hotel stay, paid for it. Then decided I didn’t need 8 days, changed it to 7 days and they refunded me the one day. About a month later I decided to upgrade my 7 day stay to a larger room. So I needed to cancel and reserve again. So I did. But got a refund for 7 days minus the previous refund for when I had 8 days. They could not understand that it was 2 different transactions and reservations. Completely useless trying to explain that to their outsourced phone support. I reached out several times via phone calls and emails and was only getting more and more frustrated to the point that I gave up and took the lost, wrote this review and will never use them again.

Booking.com became complicit in an unfair decision. I want to share my recent experience with Booking.com to warn other travelers. During my stay at EZ 1 mile to Fort Sill! Pumpkin Cottage, a minor incident occurred: a personal hair dryer tripped a breaker in one of the rooms. There was no damage, and the host herself admitted that the electricity was restored in one minute. Despite being a common household incident with no consequences, the host withheld part of my deposit, claiming it was “disrespectful” not to notify her immediately. I filed a formal complaint with Booking, providing all the evidence and a clear explanation of the facts. Booking had more than enough documentation to resolve this fairly, but their response was simply: “the refund does not proceed”, with no explanation at all.

I do not recommend Booking.com to anyone! I flushed $130 down the drain for booking through them! Book directly with the hotel. Don't use Booking.com. I promise there will be issues if you book with Booking.com. It's a scam.

Booking.com would not refund me a room rate 2 minutes after trying to cancel. Also prices did not coordinate with my CC billing. All sorts of minor extra charges. Scammers. Also the fact that you have to use one of these scam sites to book a room is just another layer of thievery.

I recently booked a family vacation for 1 night to Vernon planned for September 19-20. I cancelled almost a week before and was charged the full booking price !!! We have Strep A going through the house and I tried cancelling. Clearly Booking and Schell Motel don’t care about their customers or anyone’s health… I’m highly contagious! Yet they wanted me there clearly if they’re charging me FULL PRICE!!

Booking.com has no way to communicate directly with them. We booked a hotel reservation in Paris, received no payment request. Now they cancelled our reservation and the hotel is full. CRAPPY SERVICE.

I booked a property through Booking.com (Straits Meadow in Edinburgh City Centre) 15 days before my trip. At that time, the listing did not say “Students Only.” Still, I was cautious and messaged the host to double-check. They replied in writing that non-students over 18 could stay. Based on that confirmation, I completed the booking and filled in all my details through the guest form link they provided. Everything was accepted — no issue. But just 4 days before check-in, the host suddenly asked me to cancel the booking, claiming it was for students only. I then noticed the listing name had changed to “Students Only” — after I had already booked.

This may be the worst experience in my life. I never have written a review but Booking.com AI customer service is horrible. I've been trying to update some information for a trip I planned as a birthday present and I've been disconnected 4 times. I understand AI is taking over but you book so people PEOPLE can travel and I just needed some help instead I have to play message tag with a bot.

We booked a room from the road 30 min before arrival, and learned during check-in that the room had no bathroom. Hotel was happy to refund, but Booking.com refused. Their customer service was polite but utterly useless. They claimed to be unable to contact their "partner" to execute a refund, and would not identify that "partner" or provide contact info so we could. From now on we will contact hotels directly.

Truly an embarrassment for this company. I have spent no less than 6 hours on hold with at least 10 reps trying to fix an error they are (admittedly) responsible for. They say they will put you on hold and never come back. They actively refuse to escalate issues the tier 1 support cannot fix.

In July 2025 I booked an apartment for October 2025 for a reasonable price. In September 2025 the people with the apartment called me to tell that it is no more available, pretending that it's in renovation, but 2 days later it was listed again at a price more than twice the one I got. I complained to Bookings.com, they promised to fix things but now they ask me to prove that the scammers asked to cancel booking. I did not imagine I will need to prove anything so I did not retain any proof about what they said (no recording). Booking.com sent "solutions" impossible to adopt by a person with a functional brain, like "go there and call us if any problem" - really?. They should block the listing of that apartment because the owners are not answering booking.com calls, but don't do that. They are probably more interested in getting more money than fixing the problem.

Title: Worst Experience with Customer Service & "Flexible" Tickets. I am beyond frustrated with this company! I paid extra for the so-called "flexible" tickets, expecting to have the freedom to adjust my travel plans as promised. But instead, I encountered the complete opposite! Not only did they refuse to let me make changes to my booking, but when I reached out to customer service for help, it was a nightmare. The representatives were completely unhelpful, gave me the runaround, and seemed more interested in passing me off to someone else than actually resolving my issue. Every time I asked for clarification, they either ignored my question or gave me a vague, canned response that didn't address anything.

Back and forth with them only to get different answers every single time. Train your staff because your customer service is the worst!! I have email proof that they deny lol. Scripted answers, no one actually reading the emails or capable of answering them.

This was the very last time I will ever use them to book any stay or use their services in any way. They are not helpful. When I had an issue they did not respond until after I checked out of the accommodation. My issue was never resolved. There was miscommunication between me and the host and the host agreed to refund me but I had to go through Booking.com.

Not even gonna waste time explaining how poorly this “company” is set up!! Save your money and your time, go invest it elsewhere to guarantee a good vacation!!! They do not have customer's best interest at ALL!

Booked our hotel for 2 nights and paid for it on Booking.com weeks in advance. As we are driving to the hotel to check in, we received a message from Booking that my reservations were cancelled. We had nowhere to stay for 2 nights.

I booked a hotel for my son in San Diego through Booking.com. On booking’s website a hot tub and clean rooms were advertised. My son ended up leaving the second night because not only was the hot tub he was looking forward to dirty and covered in moss, his room’s bathroom floor had water coming up through it! The staff was rude and being young, he ended up just leaving. I called the hotel but their ONE manager is supposedly on vacation. I tired to call or chat with Booking.com but it’s impossible even though their website says you can. They instruct to use your log in credentials and booking number to chat or get an actual phone number to call, but nope. It does NOT work. I will stick with Travelocity/Expedia, who you can actually contact AND, in my experience care about your travel experiences you book through them!

I've spent 6 months trying to get a refund for a overcharge from Booking.com. I've sent numerous emails and several phone calls with no solution or anyone willing to help. They only give you the run around. They can keep my $241, but I will trash them on every site I find and never do business with them again.

No accountability from this company. They pretend to have a 24/7 customer service but you can't get to speak to a live agent, only a chatbot who asked me for a reservation number that I wasn't provided with and then hung up on me. The confirmation number they sent me seemed to be invalid. Beware of this company, I will never book with them again.

Terrible customer service, I even bought insurance in the event something happened which forbid me from going to the hotel which it, unfortunately I came down with a head cold and Booking.com has been giving me the run around for three weeks saying I would get the refund, now it turns out that I have to make a claim and had to have a dr's note so they can process, had I known I would've gone to the ER and now I'm just finding out that if I don't provide a drs note, my claim will not be processed and I will have lost $400.00, they are complete bs. I would not give them any stars whatsoever, please do not use them because otherwise you'll be at a loss and disappointed.

I recently saw a Booking.com charge on my credit card, even though I had not made any booking through them. No information, booking reservation #, etc. was provided. I tried to reach them by phone, but their automated attendant system is completely A.I. operated, with no possibility of speaking to a human without a reservation #. I had no better luck with emails, where responses were computer generated, with no indication that my emails were even read, let alone understood. Be aware!

I cancelled my reservation well within the terms, but Booking.com still charged me. When I contacted support, the agent kept saying “our back office will review this and refund you” — but nothing ever happened. It is unacceptable that a company this large refuses to honor its own cancellation policies. Their customer service agents have no authority to resolve issues and only give scripted replies, leaving customers without refunds.⚠️ Do not trust Booking.com. They take your money even when you cancel correctly.

I had booked a hotel thru this site. When I showed up they didn't have any place to park my truck and trailer so I cancelled. The hotel refunded the money to Booking.com 3 months ago but still waiting.

Booking.com is a scam. The company sent my reservations to a wrong email ending with .clm which would indicated on their end the email is invalid. The hotel cancelled the room and didn’t charge me, have the email to prove it. Booking also send me an email after more than a month also indicating that the hotel cancelled to the correct email the booking didn’t have anything to do with me and they still haven’t refunded my money. I been calling them over a month with an old reservation number because I don’t know the reservation number that was sent to the wrong email and they keep lying to me and hanging up on me and I haven’t gotten my refund happened on August 1, 2025

I booked a dream vacation for my wife and I to Kauai, HI through Booking.com. The over $3,000 package cost was debited from my account for the flight, hotel and car rental. A confirmation email was sent with an itinerary. When I clicked the itinerary link it takes you to their website to display the full itinerary. My itinerary doesn’t exist! I called Booking.com customer service and they can’t find my trip either but yet I was charged. Now I’m going around in circles trying to find out if my trip is actually booked! I’ve had to call the airlines, hotel and car rental to confirm. I took it upon myself the process of calling airlines, hotel and car rental service trying to confirm my trip reservation only after I spent a frustrating and infuriating amount of time with Booking.com customer service who could give me no answers, still! They were and are completely clueless. But yet they have my money. Isn’t this fraud? Buyer beware! Never using them again.

I booked a room on September 9th. 15 minutes after booking, we arrived at our hotel only to find that I booked it for the 10th. I called customer service to have them help me change the date. They wouldn’t do anything to help me. 142$ gone by a simple mistake. Not only that, but calling them to see if they would help me was awful. The first person I talked to couldn't find any of my info and said would call me back when she did. Never got a call back. The second person found my info but wouldn’t help. Said the contract said no changes. I wasn’t asking for my money back. Just a little help on the date mix-up. Nope!! Bad business. Never will use them again.

Horrible setup, they will take your money through some third party, and if you check out early they will not refund your money back, it is just a whole lot of back and forth between the hotel and Booking.com, Booking.com representatives are incompetent and rude, they will hang up on you, just a mess.., don’t ever book through them.

I would think twice again about using Booking. Recently booked an all inclusive getaway with the family. The price the booking gave me was not the price I paid at the Hotel Royalton in Jamaica. I was charge an extra $1000. Neither hotel nor booking accepted blame. Go directly to airline or hotel to book your getaway.

I’m so incredibly disappointed with Booking.com. Honestly, this is one of the worst customer service experiences I’ve ever had. Sure, I didn’t notice the “no cancellation” policy when I booked, but that’s because it’s so unusual — I’ve never run into something this extreme before. I got redirected here through a Google search, saw what looked like a decent price for a one-night stay, and booked it. Now I need to change my plans more than two weeks in advance, and they won’t let me cancel. Instead, they’re trying to charge me almost 90% of the total cost to walk away from the reservation. That’s insane. I travel constantly for work, and I’ve never seen anything like this. It’s ridiculous and completely unfair. I’ll be telling everyone I work with to stay far away from Booking.com, and if you ever get redirected to their site, do yourself a favor and click back immediately.

I purchased flight tickets from Santiago De Compostela Spain to Minneapolis Mn. I checked the email to make sure confirmation was received but did not check the tickets. I also purchased the flight flexible tickets because we weren't for certain when we were going to be leaving. I checked our email to make sure I received the confirmation but did not open it. I also had someone else check the information I had entered to make sure I entered it correctly. I was sent flight tickets to fly out of Santiago Chile not Santiago de Compostela Spain. I found this out 30 hours before my return flight and proceeded to correct the issue. I found a phone number for Booking.com support and called them. Gotogate was the company on the other end of the phone call and they proceeded to tell me they were the third party company that handles all of booking.com's booking errors.

Buyer beware, Booking.com overcharged us by approximately 40% over the published rates at the hotel. When I pointed this out to “customer service” their response after a week was basically, "Too bad, so sad.." with the added comment that if we had realized we were being screwed before we checked in they might have been able to help, but after reading several other reviews that doesn’t seem like the likeliest outcome…. Save yourself a headache, use someone other than booking.com for your next trip, I certainly will. BTW, our stay was for 22 days and the overcharge was over 900 euros…

I booked a hotel through Booking.com for the first time. Paid by credit card and never received a confirmation of my booking. I had to book at another hotel. The next day my credit card went through for Booking.com hotel. They sent me an email saying they are sorry and will look into it and get back to me. Never heard from them again even after many attempts afterward to reach out to them. Never again!

This platform gives your information to scammers and then you get emails and what's app messages saying that my reservation has been canceled. So basically they sell your information phone number and email to SCAMMERS. The whole time your stressed if you even have a reservation. And then I hot charged twice one by booking and one by the hotel itself so sure use booing to pay twice and the platform makes money from selling you information.

I checked on air fare to canada and was $677 then when I entered all my information the price changed to $713. I was given a chance to not pay it but this was the second airline company to do this to me. Buying a car might be easier than finding cheap airline tickets. I only give them 2 stars. Need to wait and see how it goes with tickets.

So let's start with NO ONE SPOKE ENGLISH! You get nowhere with this company. They will NEVER give a refund. Tell you they will get back to you in 24 hrs. What a joke. I'm still waiting. Booking will side with the hotel. So the advice I could give people 'cause I travel a lot. Book your room directly with the Hotel. 'Cause then there would be no middle man. Or maybe try a different travel app. But check your reviews. That's where I felt. But you live and learn. And I learned. Worst company out there. BEWARE!!!!

Booking.com has neglected to send me my refund for an unsuitable hotel since 7/12/25. They received refund from hotel and will not refund me for this online booking despite numerous calls. Lengthy hold times and online requests.

I was sent to a dirty, rundown motel in a dangerous part of the city. I immediately walked out the door and contacted their customer service. What a disaster! Repeated my experience to two different agencies. Finally, I got a message to return to this property (alone), take pictures and then they might give me a 10-20% refund. Go back there?!! No way. Please don't consider this site for yourself nor your family...

I canceled the booking ticket purchased through Booking.com from London to Vienna, which had been outstanding for three weeks and for which no refund was provided, unfortunately. I reached out to Austrian Airlines, and I was informed that the agency does not file cancellations, so your ticket remains available. I have reached Booking.com customer service, and I was told we haven't heard back from Austrian Airlines yet. I was told the refund would take 10 to 15 days, but it has now gone up to 3 weeks.

Recently, I had a bad stay experience at “fleur de lac” hotel in Lake Arrowhead. I contacted Booking.com a couple of times and explained my horrible ordeal with that property. They couldn’t resolved the issue. They also blocked my number so I no longer can reach their customer support phone number.

Hotels will not give you their best options if the reservation is through Booking.com. If you have issues Booking.com is of no help. They force you to talk to AI, and they keep sending cliche apologies. Call the hotels directly for reservations, you get even better rates.

50% markup for "Tax and Recovery fees. $70 room, $35 a night tax and recovery fees. But they say it's not them. Funny, they make the reservation, they take the money. Typical heavy accent " customer service". So I guess the policy is to let customers complain to people that don't care then say we get no customer complaints. Booking.yeah whatever should be the slogan.

I scheduled a room for the wrong date. I tried everything to reach someone and the only person I could reach was in the UK. They told me they fixed it. Once I got to my destination, I have to call again because it wasn’t fixed. I had to call and speak to someone about 3-4 times. In the end, I’m being charged $180 for the long-distance call when I had no option! They messed up. They find ways to charge you. Booking.com is so damn difficult if you ever make a mistake. I’ll never use them again.

Made a reservation in Wisconsin Dells, took 30 seconds to take my money then they said there was a problem with the reservation. Now they're saying 7 to 12 days to get my money back. This is BS. Will never use them again

STAY AWAY. Imagine you book the hotel for the weekend, you drive ca ouple of hours with small kids to find out the hotel is closed and shut down. Booking.com took the money up front but they forget to check if hotel exists 🤭. And took them hours to figure out, and after several phone call, I find out will take 7-12 days to get your money back. Stay away from Booking.com.

8/19/25 at 5:32pm. Melissa from Breakers Resort provided the above information, where Booking.com was fully refunded back to the virtual card they originally paid with on behalf of my reservation. The room was not the room I booked and they understood and canceled the room 100% entirely and Booking.com is trying to keep my money instead of giving me a refund when they were refunded 100% back from Breakers Resort. I will never use Booking website or app ever again. This is terrible business to steal a customer's money!!!

Absolutely horrendous service. Never use this group or anything to do with Expedia. Triple charged for a 3 night stay and refused to refund the extra charges. Spent a month back and forth sending proof and still denied a refund for an 82 year old on a fixed income while home being repaired from flooding. Horrible customer service between the two organizations. Will never use either of them for booking anything.

This was the worst experience I have ever had booking a hotel. I was hung up on 2 times when politely asking for a manager. I will never be using this site again. Beware! This is completely uncalled for.

Total lack of Customer Service ability to resolve issues, just polite brushing off but no resolution no matter how many times you call and keep explaining the issue. The problem I found is that if you are getting a refund for incorrect or canceled reservation, you never get a full initial amount back even if the initial charge was due to Booking.com mistake. Whenever currency conversion comes into place the customer gets a refund of a different amount as it is processed on a different date with the conversion rate active on that date. I had it happened twice to me just on my most recent trip to Prague. I had two amounts refunded to me but not at exactly the same as the initial charge and their customer service as well the the higher level of support did not resolve it. I tried to resolve it for one charge only with no luck and not even tried to address the second problem

I have used Booking.com for several years. They have a great interface for finding hotels on a map that match your filters. I recently ran into a problem that was likely a problem with the property, not with booking.com. Nevertheless, the help team at Booking.com took care of me and processed a refund for me. I'm looking forward to a 6 city trip in Germany soon with all hotels booked through booking.com.

We were charged a different rate than quoted on Booking.com. Contacted customer service immediately and promised resolution that never came. We are now out $700 on a 4-day stay. Contacted multiple times to try and resolve but just get the runaround. Mr. Fogel the CEO, should be embarrassed by the poor customer service. Poor communication-poor resolution. I was a good customer but am done at this point. Obviously, they don’t care about reviews, considering they scored 1.1 on this site, and others are not much better.

I am currently at Myrtle Beach trying to check in at the Coral Beach Resort. My friends and I booked our room through booking.com and paid via cash app. We were so excited about that convenience. I am at the counter right now being told that booking com's credit card was declined. The payment cleared my cash app account but booking has not done their part and now we're on hold with them waiting for someone to answer the phone to sort this out. We've been driving for over 5 hours and now we've been waiting for booking to take our call for almost 30 minutes. I just want to relax. 😣

Deceitful business practices. Used Booking.com as they were a recommendation and promo via McDonalds App if you have 15k points. I booked a 2 night stay in Tampa through them and used the deal (it took $50 off). We picked an IHG hotel based on amenities- hot tub, breakfast etc. We arrive and are given the wrong room (not pool view) and hot tub is broken. Then we are moved to pool view that has mold. Then another that had broken bed. Finally a decent room but they offered to refund one night stay. $130 plus tax and fees would come from booking.

WHAT A FRAUDULENT WEBSITE AND WORTHLESS COMPANY. We booked the Las Palomas hotel in Santa Fe. The room we booked was nothing like the photos. Cockroaches on the floor and the lights didn't work. They took us to another room which was just as bad. We left, along with another couple that had booked with Booking.com. I contacted them that night about the problem. They said they would refund us. They haven't. They have done nothing to get us our refund and have hung up on me twice when I ask to speak with a manager. Never, never again...

On February 19, 2025, my wife and I urgently traveled to Germany following the sudden death of our son-in-law. We booked our flights through Booking.com, selecting fare options that allowed return date modifications for a fee, anticipating uncertainty around funeral arrangements. After learning the funeral would be held on March 4 and that our daughter needed support until March 21, we contacted Booking.com on February 27 to change our return flights. Despite multiple calls and assurances that my wife's return date had been updated to March 21, both tickets were erroneously confirmed for March 5. Booking.com failed to correct the mistake, forcing my wife to return to the U.S. prematurely, leaving our grieving daughter and her four young children alone.

I read on line I would not be charged until April 5 2026. I had till then to cancel. I was paying 1500 for two nights to stay in a hotel near Penn state for my son's graduation. Price gouging much. I booked it because I wanted to walk and not worry about traffic. Thinking I will not be charged until April. I was charged immediately. I tried called but all customer service goes through AI 1st. I couldn't get to a real person. I had to send a message and wait. I have a 1500 charge on my card I didn't want. I waited 4 says. Finally I got a massage reply saying that hotel doesn't charge. Booking.com can charge at anytime. I called. At this time I got lucky. I got a person who just kept saying sorry but not reversing the charge and recharge in April. So I canceled. I can't deal with companies like that. I will have to Drive from Altoona that day or get really luck with a hotel closer. I will not do business with Booking.com ever again.

I have been using Booking.com for years with no issues at all. Yesterday (September 1, 2025), I got to my hotel and they told me that my room had been canceled. I booked it three weeks prior and it was charged on my credit card. The hotel said there’s nothing they can do. They said they got a notification that my reservation was canceled, by AGODA. Who the heck is that????

Booked a room through Booking - the hotel had bed bugs. NEITHER BOOKING.com or the hotel will refund me EVEN AFTER I LEFT IMMEDIATELY!!!! I didn’t stay there. The “supervisor” with booking offered me $25 MEASLY ** DOLLARS!!!! DO NOT USE BOOKING.com.

Have used Booking.com for years with no problems till August 2025 when I accidentally put in wrong arrival date but caught my mistake within 1 hr, they told me it was up to hotel, hotel told me it was booking.com. Just got my bill for 105 dollars for booking.com. What some liars, will never use again.

This website supports scammers. Don’t use it!!! The property had misleading information on their website, had a very intimidating atmosphere when we arrived, felt not safe to stay there with my family so had to leave. When we requested refund they still took all of our money and refused to give it back!!! They only give that back if the owner will be so ‘generous’ to cancel our reservation. Guess what, he refused to do so!!! Our words did not count despite numerous phone calls and photo evidence.

I’ve used Booking.com since 2018 for over 15 trips. Last year 2024, I cancelled a flight within 24 hours of booking due to an unforeseen circumstance. I was promised a refund. It’s almost a year now and I’ve not received anything. Stay far and clear and run from these bunch of blatant liars. I’ll never use them for anything.

After multiple attempts, the outcome is the same: the automated system loops you around, disconnects, or “ends the call” before you can ever resolve your issue. It’s not just frustrating—it’s unacceptable for a company that millions depend on for travel arrangements. When you’re dealing with reservations, payments, or emergencies, the last thing you need is to be trapped in an endless AI maze with no way to get real help. Booking.com has effectively eliminated meaningful customer support, and in doing so, they’ve eliminated my trust in them as well. Until they restore live, accessible support, I would strongly recommend avoiding Booking.com. The convenience of booking is worthless if you’re abandoned the moment you need assistance.

How do I begin this nightmare? I start by warning TO NOT STAY AT THIS HOTEL!!! My family was ripped out of $398!!! We used Booking.com (do not ever use them) by paying online $472+ was taken out of account on the 24th of August (2025) after a long 10 hour drive from VA we were told we were not seen in their system as having paid for our room (which I showed them proof) to be told to pay for $100 incentives and to sign my name for the transaction to go through. This is where they took $398 out of my account. They left me with $8. Mind you, the money they took was what I had to get back to VA. LATER, this evening was told by staff that they was sent a virtual card with the payment of $472+ from Booking.com and they refunded the money to us.

I used Booking.com to book a room in Hixson Tn at Holiday Inn express. After arriving the condition of the hotel was trouble, broken windows shaded, freezing damage, bathroom shower has large cracks on the walls and the A/C unit loud and noisy the wall mounted controller does work properly. I called booking.com and still have not heard back from them yet. People talked about Hotel.com but at least they did something about the issues with another hotel I stayed at. I will never use booking.com again.

I booked a flight via Booking.com on Aero Italia. Then Aeroitalia changed the flight so it departed before I would even arrive on my flight en route to Rome. It has been three weeks and I'm still awaiting a refund. I had to find an alternative in the meantime. Booking.com will not provide any help in getting the refund and say they can't contact the airline. The airline says that if the ticket was sold by an agent then the agent should be contacted. So I guess Booking.com does not consider themselves the agent? They why did I use them? Why would anyone?

Used them to book a room. I needed to change the dates, they charged extra for the date change. I arrived at the booked hotel and they didn't have my reservation. I tried calling and their Customer Service is all AI driven, can't speak to a live person. After 30 plus minutes the front desk clerk found my reservation under the incorrect name and still for the original dates they charged me to change!!! Luckily, the hotel had ONE room available, but not what we paid for and we took it. Stay away, extremely poor Customer Service...actually NONE and inaccurate handling of my reservation.

I booked an apartment months out for the downtown LA area and when the time came for my vacation I went and realized that I had gotten scammed. I contacted support after about an hour and they initially said that they'd help with accommodations, but their "help" was a $70 voucher on a stay I booked elsewhere. I received no aid, no guidance to local or possibly available hotels, I was simply told, "Here's $70 bucks that will need an invoice." This company will not help you and it will not even let you quickly get in contact with an agent. It's better to book anywhere else than with Booking.com.

Booking.com kowtows to hosts. We booked an apartment in Vienna and it was uninhabitable due to the excessive heat - outdoor was actually much, much cooler than indoor because there is no air conditioning. Booking.com was useless, such deference to the hosts, anything the host says goes. Even though the apartment was uninhabitable due to the extremely hot room temperature they insisted there was nothing they can do since owner didn’t allow refund for cancellation even though we requested this right after stepping into the apartment

DO NOT book flights on Booking.com. Unable to get my refund even though the airlines cancelled the flight. Seems as a third party they could care less about doing what is right for their customer. Has been a true nightmare and can only hope my bank will refund the money I paid booking.com

I will never use Booking.com again. They cheated me out of about $500. I had booked a flight which was canceled due to bad weather. They were supposed to give a full refund but never did. I called them several times and they said they would send me a refund, but it never happened. I will never use them again.

Huge mistake going through Booking.com. Obviously being aware that it is non refundable when I made the reservation, however, the room I booked was filthy dirty like it hadn't been cleaned in weeks, and there were bedbugs. Have been requesting a refund but still have yet to see it. They tell me "24-48 hours FROM RIGHT NOW" every time I talk to them. They are making me wait for the hotel themselves to authorize it, but booking.com are the ones who have my payment info. They still are making me wait and still haven't seen the money back even though I obviously did not use the room. Huge mistake. Will never use them again.

I used Booking to rent a vehicle out of the Denver Airport with Routes Rental. The voucher included liability insurance but it was not clearly stated on the voucher. The counter rental agent told me it was not included in the voucher and insisted I buy liability insurance from them. At no time did she tell me it was optional. I told Booking about this and they refused to refund me for the liability coverage that I was charged twice for. I will never again book through Booking.com or use Routes Rental.

I wish there was a zero star. I went to check in and the hotel refused me. I ended up having to rebook w my cc. Booking.com refused my refund after assures I would get a full refund and told me to deal with the hotel myself because they couldn't reach me. I would never use that site again, horrible experience. F Booking.com.

Never again will I ever use this site again. I had a problem with my apartment and I had contacted the host but unfortunately issues wasn’t resolved and I complained to Booking.com and issues wasn’t resolved either.

Booked a room at the Armoni Inn and Suites in New York earlier this year. Upon arrival we discovered the air conditioner was hanging from the wall, and you could see outside, there were dead cockroaches underneath the bed! The staff was rude and condescending towards my wife and I! We stayed there for one night and checked out because it was deplorable! Filthy carpet, the entry doors do not lock and there was no Continental Breakfast! I was basically robbed for $973.86! Booking.com claimed that they have to contact Armoni Inn and Suites to start the refund! That never happened! Booking.com gave Armoni Inn and Suites my money even after I sent them photos of the conditions there!

Booking.com booked me a Deluxe Quadruple Room but upon check-in, America's Best Value Inn said they had no such room. We were charged extra for this room. THERE WAS A STABBING REQUIRING POLICE, AMBULANCE AND EMERGENCY PERSONNEL!!! Secured doors had wires cut and could not be closed. Air conditioner blocked other nearby exit. We paid for breakfast for 3, but there was NO breakfast, nothing but MAGGOTS around and under the coffee area. I REPORTED THIS TO BOOKING.COM AND NOTHING WAS DONE TO CORRECT THIS.

Due to a strike from Air Canada, I was left stuck in Calgary with no word from Booking.com; the only thing support told me is to wait, for a whole week, to get an answer that they couldn't rebook my flight and that I should call Air Canada myself. No one cared if I had to spend way more to stay in another city and no compensation was given, only a promise of refund.

Updated on 08/25/2025: Booking.com’s car rental service is misleading and untrustworthy. I booked a car for a week in Florida in March through their platform with DM Management, advertised at $240 Canadian. Despite paying in full, I was charged an extra $504 Canadian, totaling around $760 Canadian. This false advertising, combined with poor customer service and no clear resolution, shows Booking.com and its partners, like DM Management, engage in deceptive practices. Avoid booking rentals through this site! This is short, direct, and focuses on the false advertising by Booking.com. I tried to dispute the charges however CIBC MC told me that I have to solve the issue with Petite Créancier QC!! Go for solid Rental Company not through this website.

Horrible customer service. I called, emailed, help desk, and got zero response. Save your money or go thru another booking site. Lost customer forever. I have spent 3 hours just today trying to get answers and have got nothing but a headache.

They’re all nice and easy if things go as planned but this life … if one needs to make a change or cancel forget it. They can’t be reached or bothered. I spent hours chasing them down/ on hold / calling hotel property back for the fourth time etc. Still no resolution. It’s an awful company. I’ll never use them again. BEWARE.

Buyer beware!! Online booking changed the date I requested. I realized it immediately upon completion. I called the hotel and they couldn’t accommodate me as they were full for the night I needed. I have tried multiple times to contact Booking.com and no resolution. It’s a finger pointing match between the hotel and booking.com. Customers Service is HORRIBLE! No live person is available. They have AI bots only. I am out $343.11 and will never use use Booking.com nor Comfort Inn Hotels again.

Do not use Booking.com. I booked a free cancellation room for 1 night and never received my refund even though I cancelled within the time period. I have been calling them every week for 2 months and they give me the runaround and I waste 20 minutes on each call with no resolution. I’ve been told that the refund was issued (which it wasn’t) and since then I’ve been told that the senior team hasn’t approved it or someone on their side followed the wrong process so now it’s taking longer. I've provided proof that the money was taken from my bank account and had to provide them the booking details several times by email despite it being on their system. There is no reason that a refund should take months and that I should need to call every week. If I could give zero stars I would as I will never use them again.

We booked a room and when we showed up the place was a total dump. Booking.com could not and would not cancel our reservations or give us a refund. My family used Travelocity and Travelocity was very helpful. The canceled our reservations and refunded our cost. I will never use Booking.com again.

I need to bring up a very serious issue regarding the apartment I booked in Montreal. I made this reservation three weeks in advance through your app, because I wanted to make absolutely sure there would be no problems. I was traveling from Toronto to Montreal and Quebec with my family, and this reservation was essential for our trip.

Do not use this booking site. They falsely advertise and then won't take responsibility or make it right. Unless you want to waste money on a vacation you won't enjoy book elsewhere. Our so called Villa was full of black mold and no one is taking responsibility for it.

0 stars. I had an offer for $50 off. I applied the code and it showed the reduced total but when I got the confirmation it showed the full amount. Customer service is NON EXISTENT with this company. I was put on hold for 35 min two different times. Called a total of 4 times and it was NEVER resolved. I won't use them ever again!

ABSOLUTELY HORRIBLE SERVICE. We booked a flexible ticket for $2100 and when we called to change it, we were told their systems don't work, or to call back or that we will receive a call from them. I literally have an email saying the fare change is $5000 CAD, is this fair? We have lost money, booking, time and patience over calling these guys repeatedly. If you care for your money, sanity and peace, DO NOT BOOK WITH THESE SCAMMERS. Not even worth 1 star.

I will never in my life use Booking again! They have refused to send me my money back going on 2 months of waiting. After emails proving a $280 refund amount!! I call and call, get lied to hung up on more times then I can count! Absolutely disgrace of a company! Especially when the hotel is under investigation after we canceled staying there. We couldn’t find a room that didn’t have piss or blood stains!! We tired! What a Joke!! I’ll make sure everyone I know NEVER USES BOOKING!!! I will NEVER USE BOOKING AGAIN!! If I could give zero stars I would!

I purchased travel insurance. I tried to get a refund because of the pending hurricane and the fact that the place we were staying, the Outer Banks, was being evacuated. I spent hours, at least 8 phone calls, and issue was unresolved. I kept getting the run around. I would NEVER book through them again.

I could not believe that Booking.com would leave someone unable to manage their account due to a typo in the email address used to book a reservation. They could not change the email address so I could not get booking reservation number and Pin. I need those to change the email address but then an only send the info via email which I could not get. Talked to customer service and one person allowed to give confirmation # but not pin. I can't cancel and due to car breaking down. So I am stuck paying for the room even though I can't make it. All because my email was off 1 letter and they would not change it even though they verified my identity. That is lame and I know it was my error but it was an easy fix. They could have fixed it giving me access to my reservation and now it will look like a no show. All I wanted to do was be there for my Mom's 90th birthday. How sad the procedures don't allow for corrections. I will never use this site again.

Made reservation through Southwest app. Hotel popped up as free cancelations. Once I made the reservation it then showed the room rate I was given had a cancelation fee which was the while rate of the stay unless I canceled within 72 DAYS. Not hours. The reservation was made 30 days in advance so I was already inside the 72 DAY mark. Called the hotel themselves and Booking.com, neither would let me cancel without paying the whole rate for the stay. DO NOT USE Booking.com.

Booking reservations is easy with Booking.com but sometimes, their information is not accurate. We ended up paying for parking, although Booking.com said our hotel had free parking. We opted, and paid for, the rate with free breakfast but were told that our hotel did not offer free breakfast. Booking.com advertised our hotel as having an indoor swimming pool. Turns out they did not have a pool at all. Booking.com has actually, at times, cost us more money than booking straight with the hotels.

I would strongly encourage consumers to call hotel / motel directly rather than go through Booking.com. I recently stayed at a Super8 in Kerrville, Texas. The front desk clerk said I could have saved $20.00+ had I booked directly with them. What?! After the fact, there is no price matching. I called Customer Service & spoke with a customer service rep in Singapore who basically said, “Too bad, so sad, we won’t refund the difference.” Never again!

I would suggest never using booking.com for your hotel reservations. If there is any issue at all they are not capable nor qualified to resolve the matter to any satisfaction. Reserve directly with your preferred hotel or utilize another site.

I cancelled a reservation that I had made for my son. The hotel was gracious enough to return my money back to Booking.com's virtual credit card but Booking.com will not pay me back. I'm going have file a dispute with my credit card company because Booking.com keeps giving me the run around. Will never use them again.

We are from TN and booked an apartment in Florida for 5 nights. I even received confirmation and many correspondence from Booking.com. When we arrived at property, we texted to let them know. They saw where we had booked but overbooked and had no options for us. That made for a terrible day when it was supposed to be a wonderful gift to our son for graduating and enrolling and leaving for college. The owner said they have that problem with Booking.com often. I told them they should not do business with organization such as that. We looked for another place to stay and at least 3 properties said the same thing about Booking.com. That left us in bad place because our money was tied up with them. I usually use VRBO and I do recommend them. Always dependable.

Absolutely atrocious customer service. Said we were upgraded to elite status at the resort, got there, and resort staff said Booking never made the correct reservation. After 4+ hours of chatting with their worthless AI bot and then even more worthless human representatives (3-4 of them), nothing at all was done. Wasted a big part of our vacation dealing with their incompetence, only to receive zero help. Not even to mention the $1400+ resort credit they promised that the resort knew nothing about.

My first thought is that there’s no option to give 0 stars. The vehicle insurance is a fraud. If you file a claim they never get back to you. The customer service doesn’t have an idea how the insurance works and they don’t have a phone number.

Booking.com is a scam. They will take your reservation, not give you a reservation number, then have no way of contacting them to get the number for the reservation number, because, you need a reservation number to call them. Email route did the same thing. Avoid this scam company as much as possible! Never do business with them!

Booking.com is a horrible company. If you value your money and your time DO NOT USE THEM FOR ANYTHING. They received the money back from Spirit for my cancelled flight in July and completely stole my money saying they refunded back to the original card, which was a lie because the bank already confirmed that there was no refunds made to my card.

Do not trust Booking.com! They will screw up your reservation, take your money and leave you stranded in the middle of the night. They told me to wait over 3 hours to see if I could get a refund to start with at 2:00 am on a Friday night until 5:00 am.

I made a recent reservation from Orlando to Buffalo with a hotel and car rental. Both companies double charged me and Booking.com wants me to document, send all the paperwork to them so they can get my money back in 30 days. Now I find this totally inconvenient. It’s not effective. It’s not efficient and Booking.com. Doesn’t care about the consumer. They care about the vendor they work with so with that being said, I’ll never book with Booking.com again. I’ll go right to the vendor and book with them so when I check out, it’s stress free. I’ll pay that extra couple hundred bucks to have that peace of mind and not stay up at 12 o’clock at night wondering why I got double booked and why there’s a hold on my credit card for $1500.

If I could give zero stars I would. Been calling for days to cancel my reservation and they won’t do it??? This company is a scam. DO NOT USE THIS COMPANY!!! I am now out $300. Been hung up on several times trying to get a supervisor. Absolutely ridiculous.

They don't want to refund anything and you never speak to a real person. I hate I got pulled into it. Damn. 😞😭 If you can just try to book directly through the hotel. It's just crazy how they conduct business.

Utterly DESPICABLE outfit! Promised a refund of €500, which was a mistaken charge, within 10-12 days over TWO MONTHS AGO! Received nothing but obfuscation, bare-faced lies and utterly deceitful, disingenuous gibberish.

I was quoted a total price by Booking.com with all taxes and fees included but then charged a higher amount when I got to the hotel. When I contacted booking.com all I got back was an automated response. I will go back to using Expedia because they are upfront about all charges.

Horrible. Cancelled a reservation online. They never responded. They still billed my card. They never responded. Never use them again. They shouldn't be allowed to do business. I would not recommend them to anyone.

Never use Booking for anything! Back in May I booked one room in Uniontown PA thru booking and when we got to the check in we were informed that Booking booked us two rooms so we walked out of the Hampton Inn. It’s a scam! Now we lost our dispute with our credit card and have to pay $165 for nothing for cancellation fee and it was screwed up by them!

Booking.com continues to let CROOKS & SCAMMERS post listings of their excursions on their site after multiple complaints that the company is scamming people!! Get this company off of your site!! 3 Hours RastaSafari ATV Cultural Ride from Montego Bay/ Falmouth. I booked this excursion because in the overview it says ATV, helmets, and lunch are included. On the “what’s included” section it does NOT specify that the ATVs actually are NOT included (it says no fees or taxes included but that’s very vague and considering it says ATVs are included in the overview, that’s the last thing I expected they meant for “fees”).

I see all the bad reviews for Booking.com and was kinda worried, but honestly, this site’s been nothing but clutch for me! Booked a sweet hotel for my Europe trip super easy, and the tons of real reviews helped me pick a gem. Prices are solid too. Only thing is, the cancellation policies can be a bit confusing sometimes. Still, it’s a lifesaver for travel planning!

Extremely poor customer service. No safety for customer. We booked an apartment in Italy and when we showed owner demanded extra $300 euro for children when the booking already stated 2 adult 3 kids. When we said that is not what is stated on confirmation, as we were only expecting to pay city tax. Owner denied access to property and later marked it as a show and took our money.

Don’t take any airline tickets from Booking. If you wanted to cancel in the first 24 of booking they will never reported to the airline so if you know the penalty you will keep the tickets and this is what happened with me.

That was last Monday (August 11, 2025), and now, after giving me the run-around for three straight days, I was just told by the tenth customer support person I've dealt with that I have to wait for the rental period to end. Then I have to jump through a few loops, create a bunch of documents, and file a claim.

Recently had the worst hotel experience ever. Was double charge and threw customer service gave me the runaround. Been using Booking for years and will never use them ever again after this last booking. I have nothing good to say.

Booked a hotel using Booking.com ‘colts neck inn’ in colts neck, New Jersey. The bed was saturated in water. They had no other available rooms so we chose not to stay, went to front desk and canceled. This was over a month ago. I have spent hours on the phone with booking representatives getting zero results. The room cost $270. I haven’t gotten one penny back. I wouldn’t want this to happen to anyone else so I’m writing this review. Please do NOT use booking.com. Absolute nightmare..

Booking.com sucks! They use ai for all phone calls and is completely useless! I had an issue with a hotel stay and they refused to do anything about it! They said it was on the hotel to make it right! Seriously, what is the point to pay for protection insurance with booking.com if they don't honor it? If a hotel doesn't keep their hotel clean and bug free. Do you really think they care about making anything right? I would have NEVER booked it if I knew what the place was really like! Nobody wants to pay to stay in a bug infested place! 0 stars!!!!

If there was minus stars I would give them. They confirmed my booking and when I reached the hotel after 12 hrs of driving with 2 kids, hotel said Booking.com cancelled the booking. And hotel said they are sold out and booking.com should never have confirmed booking in the first place. When I tried to reach booking.com no one answers on chat.

These people are scamming. When you get to the hotel the hotel see your resume but they don't see your virtual card. Well they supposed to pay you so when I got there I was I had to pay again. Now it's been 2 weeks and I'm still waiting on my money and they act like they don't want to give you your money.

Complete trash!! DO NOT EVER USE. Will scam you out of your money owed, and will hack your accounts. I got both mine and my husband cards hacked. This company does not have ANY customer service in America, it all is in Amsterdam! Spoke to a representative who was the rudest person I have ever encountered, did not assist and hung up on me when I was trying to explain what was happening! If I could give 0 stars I would. Needs to be reported to the BBB!!

Horrible experience! I will NEVER book with BOOKING.COM ever. I booked a flight via Booking.com but the airline changed the flight last minute. I requested for a rebooking. I was passed around and was repeatedly told “Contact the airlines directly.” When I contacted the airline reps, they’d refer me back to Booking.com. I asked to talk to a manager but was not allowed to. I have also filed a complaint against the airline and Booking.com. They have a very disappointing customer service. Some of their representatives were even raising their voices when I talked to them - very unprofessional service. I will never be booking again with Booking.com and China Airlines. I will not recommend them. I learned my lessons the hard way. Their paying customers deserve better.

Booked a hotel and paid on advance. Hotel had an issue with booking and I agreed to get the money back and not stay. That was 4 months ago. Booking still has the money and ignores my emails to b this day. Worst service!!

Most of the time, my experience with Booking.com has been great. However, I was frauded on August 7, 2025. On Thursday, August 7 between 12:00 PM and 12:45 PM, I tried to make a single ticket purchase for Guided Tour of the Palace of Versailles on Booking.com. Each time I tried to make a purchase, the website said that my payment was not accepted. I tried about 10 times. After each try, I checked my email as booking.com confirmations are sent immediately. There were no emails. However, at around 2:00 PM, I checked my email for a different reason and there were two bookings made at 1:54 PM French time. I checked my card and there were two charges made. I only wanted one so I accepted one and cancelled the other which I did not authorize.

I am so disappointed, I have spent 4 days and still can not seen to cancel a reservation for a trip to Ireland. It is just 3 day stay and no one seem to be able to answer phone or and e-mail. They do this for a living. Never again will I book with them for travel. I see why they get a 1 star. It's not that hard to cancel a reservation. Answer the phone, follow thru. Neither of that is what you can get them to address! I am on my 5th day and on hold for 25 min on a "first in line"... get it together. Booking.com is not the company to use.

The hotel confirmed they approved my full refund weeks ago, but it’s still unresolved. I’ve contacted both the hotel and Booking.com multiple times, only to be bounced back and forth with no progress. We have spent over $100,000 with Booking.com in the past ten years, yet this is the disappointing treatment we can expect... I would caution others to be aware of the difficulties I’ve faced in getting a straightforward refund — one that I never received.

Booking.com has neglected to resolve an issue involving failure to refund the agreed upon amount due to misadvertisement of purchased hotel. I have been on the phone for countless hours with the corporation who fails to accept responsibility for the failure of the refund having been issued within a timely manner (over 2 months at this point). Their customer service has been poor, inconsistent, and they have even fabricated their actions at one point (stating they had called back when they had not). Despite evidence the hotel has done their part, Booking.com has still not issued a refund.

I booked a flight that was advertised as including baggage. When I arrived at the airport, I was told the baggage fee was not included and had to pay out of pocket. Bookings.com confirmed they would reimburse me, but it has now been three months. They keep stalling and have already asked me to resend my receipts four separate times. Beware when you book with them. Their information is not consistent.

Absolute scammers. They work with a company called GoToGate who scammed my parents out of $1,700 and promised to refund and never did. They changed their flight without notifying them, which resulted in the complete destruction of all of their plans. They promised a refund many times after they made this mistake and they ignored us and never gave one. Do not use Booking.com OR GoToGate for any of your bookings! Trust me. It's not worth the "savings" they promise you.

The worst!! Never book with them. They never allow you to cancel, charge for any changes and make your life hell while dealing with them. Stay away!!!! First you deal with a bot that can't help then you wait forever to be told by some no mind too bad so sad. They are the worst!!!

Title: Flex flight ticket was NOT flexible — wasted time and misleading service. Review: I purchased a flight ticket on Booking.com with the Flex option and paid extra for it. About a week before departure, I tried to change my flight. One agent told me I could change up to 24 hours before, another told me to contact. So I did. One agent told me to contact the airline directly. Another said I could change for an additional $52 and sent me a payment link — but the link kept giving errors.

This company is HORRIBLE! I have called Booking.com LITERALLY 10 times in the past week and a half to find out why I haven't received my refund (had some issues with the room at the hotel I booked). I have sent all the "proof" (3 different times) that they requested but they continue to say they haven't received it. The hotel has sent them MULTIPLE emails and called them MULTIPLE times but Booking.com keeps telling me they can't get a response from the hotel. LIES!

Do not book with them, especially if it's a private condo or rental home!!! I called property manager to cancel, runaround. Called Booking 4x's. Calls dropped and we were disconnect! In one hour I got nothing accomplished! From the get go it seemed non legit! And fighting to get cancellation fees waived! I guess I'll have to take higher actions!!! STAY AWAY FROM BOOKING.COM and anybody with rentals on their site!!!

I made a last minute reservation through Booking.com for a flight the next day. On that next day, Booking called and canceled at the last minute. Bad enough there was a definite language barrier with every agent, and I spoke to 3 throughout the day, the arrogance and insensitivity to my immediate needs only had all 3 agents tell me to wait two hours for them to fix the situation as they said it was "elevated" to a priority status. Not true as I called at every 2 hour interval and was told by the 3 agents the same exact falsehood. 6 hours later with my flight in limbo, Booking called and said they were unable to complete the reservation process. A whole day of worry and anxiety for me only to find they never contacted the actual airline.

If I could give zero stars, I would. Awful experience using their service for an airport pickup to my hotel in Barcelona, Spain. They sent drivers who couldn’t speak English, Spanish, or French—rude, aggressive, unprofessional, and unsafe. No identification, acting like a mob. I was forced to walk far outside the airport to reach their car after nearly an hour of heated argument. I won't recommend Booking.com at all.

They lack transparency, follow-through, and communication. They put myself, the hotel I booked, and the third party vendor I used through 3 days of hell. They use gas lighting techniques and talk out the sides of their mouths. They are not respectful of others time.

We booked a room on August 2nd through Booking.com to stay at The Courtyard by Marriott in Ann Arbor MI for one night on August 5th. The Booking.com site said “Free Cancellation“. We needed this stay because our son was in the hospital with cancer & we live 4 hours away. He died on August 3rd. On August 3rd I went to the Booking.com site & input the cancellation & got an email saying they sent the cancellation request to the property.

I wish I could put a -1. The guy Steve from Jersey was very disrespectful. He promised something and he didn’t deliver. I had water a stroke and I was not able to get to Florida. I will not be booking with you all anymore. Waste of time and money.

Beware – (Booking # **). This review is about Booking.com, not the hotel. I booked a plan with breakfast, higher paid, but later found breakfast was auto removed without my consent. Customer care refused to fix it without a screenshot, even though I showed proof of a technical glitch in their pricing. Advice: I can’t trust Booking.com to honor what you paid for. Strongly suggest to take screenshot of your booking steps.

Very dissatisfied with the refund service. Airline changed flight hence I cancelled my flight on July 4th and since then till today daily I am following up with Booking.com and they are not issuing my refund, they say Airline has to pay them. Only then they can give money to users. I had to contact Airline and request them through calls and emails to pay booking.com. Airline sent me an email on July 29 that RA number is approved. Still booking.com tells me business to business transaction hence have not received money. My friend who booked flight directly through Airline got his refund in a week of cancellation. I would recommend everyone not to use Booking.com and book flights directly through Airline to avoid this situation and hardships of following up daily. The customer service also disconnects your call and chat without giving any solution stating that we escalated.

Booking is a waste of money! I recently stayed at a hotel that was completely ran down!! Will add pictures below. I contacted Booking. They completely given me the runaround. The room was $971 for two nights! If I would’ve canceled my stay I would’ve had to pay $970 dollars anyway! Tell me why I didn’t get the service I should’ve been given. Also while me inquiring for a partial refund the conclusion was to give me $48 dollars!!!! Oh I’m hot because this is unacceptable! They aren’t answering my calls! Every time I am able to get though they come with sob stories. It’s just ridiculous! Ready to reach out to my lawyer because this is unacceptable and I will neverrr use this app again!!!

I rented a car on Booking.com with Expedicar, Bucharest, Romania. The local agent refused to accept my credit card because it didn’t have the word CREDIT printed or embedded on it. This was the same credit card I used to pay for the reservation on Booking.com. I called your customer service and he gave me the run around for more than an hour before finally Canceling the reservation with partial refund. Not a full refund that I was entitled, they kept their commissions. Expedicar agent was trying to squeeze us for another 400 Euros. My vacation was delayed and was late for a wedding. Booking.com Customer Service Representative failed to fix the simple issue and wasted our precious vacation time. American Credit Cards don’t all have the word CREDIT printed on them as the Romanian agent claimed. We used this card in many countries without problem. I rented another car with the same Credit Cart. They are running a SCAM.

If I could rate 0 I would after dealing with their customer service! All the ease of booking doesn’t matter since they aren’t able to back their website/platform's error just because they can’t find the glitch. When we selected our dates we were staying the night of the 2nd. The platform changed the dates to the night of the 3rd without notifications or anything and while completing booking we noticed it was the wrong day. We immediately called and tried to get this issue resolved but got no answers or help. While trying to get help on their customer service line we were placed on hold for approximately 10-20 minutes per call. After 20 minutes if you are still on hold the call will hang up and you have to start from square one again and be placed on hold yet again for 10-20 mins. After doing that cycle over 3 times I finally got to talk to my first person/customer service representative, in which I was hung up on and had to restart the process yet again.

Booking.com offers zero customer support when things go wrong. I booked a trip for visiting family, only to have the host cancel at the last minute. Despite this, the platform insists you resolve it directly with the property—no real help offered. Emails go unanswered, and there’s no way to reach a live representative. It’s a deeply frustrating experience and reflects a shocking lack of accountability.

We are the owners of Bryce Trails Bed & Breakfast and use Booking.com as vendors. We have been attempting to work with Booking.com for three months now to update our bank details so that we can be paid for our bookings through their site, all to no avail. We have spent HOURS on the phone and have sent dozens of emails back and forth, and for whatever reason, now they've sent us a $200 bill! They can't pay us for our bookings, but they can bill us for the money they haven't given us?! Booking.com, we are in your extranet system. Please reach out to us as soon as possible if you can help us.

Beware…Do not use Booking.com, if your flight is ever canceled and are due a refund you may never get it. American Airlines issued refund to Booking.com. It’s been 30 days. I still don’t have my refund.

This has been the worst experience with any travel company. I confirmed a Fourth of July motel reservation through Booking.com, drove 15 hours to check in, and was told there was no booking. Booking.com told me to rebook via Expedia and assured me they’d cover the price difference for my whole VAC booking. Because their Amsterdam office was already a day ahead, they couldn’t secure any room, forcing me to pay over $500 for a single night so my kids and I wouldn’t sleep in the car that night. I promptly sent my invoice for reimbursement, but after weeks of promised 15–30 day processing, I’ve received nothing. Every call ends in a disconnect as soon as I mention my claim.

I used Booking.com to book and paid for a car service from JFK on July 30, 2025, but the driver never showed up. We waited for almost an hour; I had paid $108 and was expecting there to be someone to pick us up. You can't reach a live person when there is an issue, so we ended up taking another taxi and paid for that as well. Now as I try to get a refund for the service that wasn't received, I still can't get a live agent on the phone. I have emailed customer support but I'm guessing that goes to an "unsupervised" mailbox.

I had a terribly unfortunate experience with a stay booked through Booking.com. I booked a stay for one night and that booking was subsequently cancelled by Booking.com not myself. I then discovered that my credit card was charged for this stay. I have been trying to reach a real person at customer service to resolve this issue but can only speak with an AI monitored representative?? This AI agent for a reservation number which I don't have as they conveniently cancelled the booking with an confirmation email. Because it is AI you cannot ask to speak to a real person. I cannot understand why a supposedly large company can operate this scam. I unfortunately should have checked the reviews before making my booking. The terrible reviews go on for pages. Luckily I did not lose money to the extent that some of the reviewers are stating. I am posting on every travel advisory site that I can find to alert people from making the same mistake that I made.

Thank you, Mohammed for your help! We were at the hotel with the wrong date! Mohammed called the hotel and fixed everything! Great customer service!!!! I will use Booking.com in the future. Was very happy with results.

I booked a reservation in July for my family reunion in Fresno, Texas. Upon arrival I was absolutely in a state of shock. I sent a Booking.com My review from which they failed to post on their site being it would have been deceitful for others. My review is under no circumstance deceitful. I want others to realize the negative experience that I had with that being said they are rejecting my review so I’ll just repost it that others may be able to read and not be deceived by the post. Have a great day.

Do not use Booking.com. Misleading pre-hotel reservation, confirmed wrong date, would not correct it, said hotel needed to correct and, of course, hotel said booking.com had to correct that they had no control over that side of things since it was booked thru booking.com. Terrible automated messaging via their “customer service”— save yourself money and headache and book directly with whatever service you are browsing booking.com for. What a scam.

Buyer beware. Do not use this booking site. They have poor customer support, the properties are run down and they provide you with no resolution. The property I booked was not as advertised and was unsuitable to stay. I left the property and booked an alternate hotel, when I reached out with all the evidence of a poor quality experience they did not respond to me. I never received a refund or any acknowledgement from them for the dissatisfaction. Extremely poor service and little to no assistance with your booking. I suggest booking with the hotel directly so that they are held accountable.

I wish I could give them a zero. It took me and my son 7 hours to cancel a reservation. Every time I called I could only get AI. Tried many ways to get to a person with no luck. They needed a PIN number which was never provided. Sent many emails with the confirmations, hoping that they would email the PIN, but no luck. The hotel could not cancel, only Booking.com. Finally the hotel provided a number that got me to them. 1-470-363-2501. I will never use this booking service again.

Worst customer service. They don’t answer emails and hanging up the phone when they don’t know how to answer you. You have to be on hold for more than 20 min to wait for somebody who answers you and ask you to wait more while he hanged up the phone.

Booking.com lists hotels that they know are fraudulently depicted. I booked a stay at a Baymont by Wyndham, which had great (obviously fake) reviews that led me to believe the hotel was a safe, clean location for my family to spend a night while traveling. Upon arrival at the property, I could tell immediately there would be multiple issues. It was late at night, and there were a lot of sketchy, very apparent drug addicts hanging around in the parking lot and going in and out of rooms.

My wife and I booked a stay at Lakelawn B&B in Yarmouth, NS through Booking.com for two nights in Aug 2025. The B&B had a wonderful review rating and we trusted that listing on the booking.com site were legit, were at least meeting minimum health standards and would respect legit complaints. Upon entering the motel there was an overpowering musty/moldy smell which immediately attacked my wife's asthma. We could not stay at this location and neither the B&B or booking.com responded to our concerns. Instead gave us the runaround and did not issue a refund. I will be taking this issue to our federal/provincial/municipal authorities to complain about the possible growth of mold in the B&B motel. It seems that simply anyone can register their rental property on booking.com. Buyer beware!

Horrible service. Been trying for weeks to get refund from bed bug hotel. I call their customer service and twice now I've been told they would call or email back next day and they never do it. Now you can't even get a human. Phone is answered by AI. And it's asking for confirmation numbers and pins. Deleting their horrible app and will never use Booking.com again.

I don’t recommend this site at all as they don’t respond you. Their support team is awful. I booked a room in Toronto and check in time was 4:00pm. I reached the place at 4:00. Calling the owner no one answered. Knocked the door no one out. Sit there for 30 min. And then owner said please come after 5:00. And I cancelled the room and book another paid more money and now I am trying to connect Airbnb for help and refund. But no one is responding me. I have all the screenshot for them.

DO NOT BOOK WITH THESE PEOPLE.. THEY ARE 3rd Party and Do Not give you accommodations if you are not pleased with a facility upon arrival. They make you wait 48 hrs for an answer. If request a full refund they only going to give you partial. Representative keep hang the phone up and not returning. And I received a email for a $27 credit.. Will NOT be booking through them ever again.

We had booked 1 night in July 2025. The property had no hot water and allowed us to cancel with no penalty and refunded the money to Booking.com. Booking.com has yet to refund me. I have called customer service 3 times this week and emailed. They state they are waiting on a written confirmation from the property (supposedly the property needs to reply in 30 minutes). I will list as fraud on the credit card and not use this company again. Should not be this unreasonable, especially when the property already returned the funds!

THIS IS A SCAM!!! Don’t purchase through this site. It’s located in the Netherlands and you CANNOT GET A HUMAN TO HELP YOU. I rented 4 nights from a hotel that I got to refund my money. But since I booked through this SCAM unknowingly, I haven’t been able to get my money returned even though the hotel refunded their part two weeks ago! I sent an email with all things documented as they requested (it’s their email receipt), yet their dipshit AI won’t even recognize their own booking! Nor can you get past it to speak to a normal person. This is a total SCAM!!!

I had a terrible experience using Booking.com. I rented a car in Dublin, Ireland. I was delayed by the airlines. I contacted Booking.com and was told that they had notified the rental company. NO! They did not even tell them we were coming in the first place. I paid for a 7 passenger car - got a 5 passenger car that almost didn't fit the luggage. No assistance available - no live contact info. I do not suggest using them.

Booking.com cannot be trusted to verify legitimacy of their confirmed bookings. Tried customer service three separate times with absolutely no resolution. Worst possible experience nearing a complete scam.

I do not recommend using this site, it is very deceptive and misleading to customers. The price is was quoted for a car rental was not the amount I was credited when I went to pick up the car. I have not had any issue like this with any other car rental site I used before. Do yourself a favor and don't use this site.

I had the worst experience of my life traveling abroad, all because I used Booking.com. I booked both my hotel and airline through them a full month before my departure. I did everything right—I researched, called the hotel to confirm, and made sure all my bookings were secure. When I arrived at the hotel, they told me there was no reservation under my name. Even worse? I had already paid in full online, and the payment was taken from my credit card. The hotel told me they never received anything from Booking.com and that I would need to pay again if I wanted a room. I had no choice—I was in another country with no support, so I paid again out of pocket just to have a place to stay.

Horrific experience costing me $1,600 extra. Booked a house in the UK months before travel. A few days before flights from US to UK. I start to send emails about where is the final address and instructions? No response from property owner. I email Booking.com. No response. We get to the day of travel. I start to call the owner of Evergreen Property in Hornchurch Essex. I’m told I’ll get the details in an hour. I’m suspicious so I try to call Booking.com. 20 minutes on hold. I get a lady that says she called the owner and he’ll send the details. Then offers to cancel if I pay a cancellation fee! Then promptly hangs up on me when I point out I’m not getting what I paid for so why would I pay a fee to cancel. Also what would the company do to help now? I have nowhere to go.

I booked a room for a Florida trip and the money was taken off my card and not five minutes later I get an email saying my reservation was canceled and I will get a refund and 7-12 days. This is crazy that they can just take your money and not give a reason why they canceled but won’t release my money for weeks.

I booked a hotel in Owensboro, KY for my military son and daughter and family. In order to cancel I had to get a confirmation from the hotel that it was okay to cancel without fees. I have called and emailed repeatedly. I drove to the Hotel and it is not built. The proposed owner was kind enough to send me an email cancelling. I contacted Booking.com over and over. They will not listen and continue to call the number on their website. It doesn't work because it isn't built!! What terrible business people

Beware: Bed Bugs – No Help from Host or Booking.com - Welcome London - The York Property in London. We booked this apartment for a stay in London and unfortunately discovered bed bugs a couple of days after check-in. We contacted the property management right away, expecting help — instead, they denied responsibility and tried to blame us, which was completely unacceptable.

Booking is a complete joke. Customer service is horrible. They will put you on hold and hang up. We paid for a hotel through booking. The site vs online pictures were completely wrong. 4th floor windows that opened, no AC in rooms, water stained ceilings. When the refund was supposed to be provided… booking demanded verbal and written consent from the hotel… after that was given they refused the refund. To date we have received nothing. Please beware it’s absolutely horrible. BBB has been contacted as they have stole over $1000.

I booked a property Villa White Wringin Borobudur Indonesia, Phone +6287781124060 on Booking.com. Turned out that it was a scam. The property did NOT even exist. The phone number was also fake. My credit card was charged. I have called and emailed booking.com several times. Every time they give me the same answer that they’re investigating. Horrible service, no respect for customers. Unbelievable. How can they list the property that doesn’t even exist and phone number is fake.

I made a prepaid car rental through BOOKING.COM with an Ideal Rental out of Miami, Florida. Ideal rental Co try to scam me for a prepaid SunPass in Florida by telling me it was required by Florida law. Not true. They then charged my credit card for 430$. I told them there is no such law in Florida and please refund my $430. They told me to return their car their car first and did. When I asked them to return my prepaid charge they told me Booking.com have not paid them yet. I got customer support at booking.com and that began the runaround and now neither is refunding me any of my money. Booking.com is not based in United States and believe they are in the UK. Is this political, you tell me American. I had the for only three day and the rental company tells me to bring their car back. And booking just told me I’m out of luck. Stop using them.

This site and the associated telephony, service agents are horrible. Long wait times, hang-ups, false advertising of rooms that are not actually talk have been our experience. To make changes is like pulling teeth while spending hours on the phone with terrible service. My last order with scam of a site!

NEVER EVER EVER will I book a package trip with United Packages or BOOKING.com. This trip turned into a nightmare thanks to the complete incompetence of United Airlines Packages and Booking.com. Not only did their combined chaos ruin my plans, but it ended up costing me thousands of dollars more — All due to their lack of coordination, misleading information, and total absence of customer service. I booked a package deal in April through United Airlines and made the full payment for flights and hotels for 4 people to Japan in July — And what should’ve been a dream trip turned into a complete disaster.

Never Booking with Booking.com Again! Absolutely the WORST experience I’ve ever had with a travel site. I tried to make a last-minute hotel reservation, and somehow the dates were magically changed during the process. When I noticed the error and tried to cancel, they refused — unless I paid an outrageous $460 cancellation fee. Are you kidding me?! Booking.com tried to pass the blame off on the hotel, saying it was their policy. That was a lie. I called the hotel directly and they were more than willing to help — but they told me Booking.com wouldn't let them make changes. So clearly, the issue was with Booking.com, not the hotel.

The landlord pulled a bait and switch. We booked and paid for a 3 bedroom/2 bath house at the city center of Belfast. The morning we arrived, the landlord said that property was not available and put us in a filthy 2 bedroom/1 bath apartment no where near the city center. Began emailing booking.com the next day. No response. Still fighting for a partial refund.

I wish I could give zero stars. Their “cancellation policy if you hate it” is not real, we checked in and immediately called Booking.com when we got the room to change us to another hotel. Photos of the hotel online are not real either. This hotel had mold everywhere, a blood stain on the bathroom wall and the carpet was wet from the leaking AC unit. I explained the mold was serious issue for my daughter with asthma. Both the hotel and booking.com refused to refund our money for a 4 day stay after only being there for 20 minutes. I will NEVER use their site again and I’d recommend no one else does either, given how many bad reviews they have.

I reserved a ride from Panama’s Tocumen International Airport to a location in Casco Viejo in July 2025, inputting time of pickup, destination, etc. I prepaid for the ride and expected it to be there. There were 3 emails sent to me with a request and link to input my flight number which I attempted to respond to but each time the link failed and I could not input the flight number. The link had a problem and was not functional. I was traveling and had no phone to communicate. The ride was marked as completed and Booking.com kept my money. All attempts to get a refund have failed. NEVER USING BOOKING.COM AGAIN.

Booking.com is convenient but if you have any change in your plans, they are a nightmare to deal with. I would advise caution in using them because trips often have unexpected circumstances and Booking.com does not allow you to make changes to your itinerary even if your hotel/lodge/inn would permit. In our experience, the lodge would have allowed us to cancel our stay when our car broke down, but Booking.com would not refund our prepaid stay. We lost money because we could not stay as planned, and our hosts told us they have problems with Booking.com all the time. The customer service “supervisor” was rude to us, and we spent hours on the phone trying to resolve. Buyer beware!!!

Customer service is a nightmare, they seem uneducated and pushy. Tried to rebook, was told I could for a fee because technically missed flight (due to their slow customer service and negligence, uneducated customer service representatives on the phone/and app). Okay, that's awful. Then there's a problem with airline so, "Come back in two hours" this person told me.. Came back in two hours and then they make me wait 20 minutes to tell me they won't rebook and that I have to purchase a new ticket!! Stranded in a foreign country because of them!! This place is a nightmare and I'm terrified! PLEASE JUST GO STRAIGHT THROUGH THE AIRLINES!

Be advised that if you have an issue, a problem, or something that needs to be resolved with these people, Booking.com is not the slightest bit concerned about your problem. You will be forced to speak with an AI bot. Booking.com should be forced to complete a captcha, to filter out the AI bots that they are flinging at the public in the guise of “customer service”. It’s difficult to express in words how bad I think your service sucks. If you do go all out and make the attempt to get a live person, be prepared to hold for 30 minutes, minimum.

I booked a hotel back in Feb for a stay on Cape Cod 7/19. Booking.com charged my credit card on 7/16 but when I got to the hotel on the 19th they said they had no payment and I had to pay again in order to keep my room. I was then charged at the hotel 296.00. So Booking.com charged me more than the hotel did and never transferred the payment to the hotel. I have been trying to dispute the charge for over a week.... Multiple calls, put on hold for 30 minutes each time.... Never again!!! Do not use this site!!!

How has the BBB not shut this down yet? It’s all AI driven and there are too many issues with the software. This is a fraudulent company. They charged my credit card $105 on July 24th, then cancelled the rest of my reservation for no reason on the 27th and said I’ll incur another $112 of cancellation fees. The hotel couldn’t see why it was cancelled. I am filing fraud through my bank.

In May, we stayed at Extended Stay America in Kansas City, Mo booked through Booking.com. The stay did not work out and the hotel stated they were refunding our money to booking.com and they would reverse the charges on my credit card. To date we have not seen the reversal of charges and they refuse to return our inquiries. Horrible site to do business with.

A lot of travel sites advertise with taxes and fees. NOT Booking.com! They tell you a lower price then you book and find the price is higher than other sites. Trivago lead me to booking.com. I will NEVER use Trivago or booking.com again. Dishonest!!!

I had an incredibly frustrating experience with Booking.com’s customer service. After being involved in an accident and needing to cancel my reservation, I first reached out to the hotel directly. They were understanding and agreed to the cancellation, but informed me that it needed to be done through Booking.com. Unfortunately, that’s where the trouble began. Reaching a live customer service representative was extremely difficult. When I finally did get through, there was a significant language barrier. I explained the situation multiple times, but the representative couldn't grasp the issue clearly, nor could they explain the steps I needed to take. Instead of helping me cancel the reservation on the spot—despite my circumstances—I was told I had to go through an online process.

Got absolutely scammed by Booking.com. My family and I paid for a taxi to take us from our cruise port on vacation to the airport and they never came. After finding a way to get home, we called them and our booking had somehow changed from July 20th to July 27th despite us double checking the date multiple times. After finding this out, we had also conveniently missed our cancellation window and were unable to get a refund. Now we are out $240 and are left with a horrible taste in our mouth from this company. As we have shared our story with friends, we found many people who had had similar experiences. Extremely upset and disappointed that we ever thought we could trust this company.

I booked at a hotel we often visit. I selected a Double Room but after confirming with the hotel they said I was booked in a King and they had no Doubles available. After a 30 minute wait as agent from Booking.com told me it was the hotel's fault and only offered a refund or to move hotel, which was not an option for us. I will never trust this third party to book again.

I made a hotel reservation with Booking.com for one night - the charge with taxes was $187 - I later found a site (**) that offered the same room with taxes for $147 - I tried reaching Booking.com through their website and app - It was terrible. They basically only offer preformatted answers (no chat). I finally located a well-hidden customer service phone number and called - They required me to send the url of the better off plus a screenshot which I sent via email (which they requested) - Then the customer service guy dropped my call so I had to go through the whole rigamarole again - This time they insisted (after about 20 minutes on the phone) that they needed to hand this situation over to a manager.

I didn't book anything, I was feeling up only the lines when it opened the out fill and I put ok it went straight to "thanks for your booking". It is scam likely. I even tried to cancel 5 minutes later and they charged half of my booking. Scam or not. I already removed all my credit cards from my notebook because their site jumps into your credit card and doesn't give you a choice. Scams. I will never use this site again.

We attempted to cancel a reservation approximately 48 hours ahead of hotel stay. Booking. com responded with a canned response that indicated that they might not be able to respond within 48 hours (which they did not), and suggested we contact the hotel directly. We called the hotel and weee told they could not help us and were referred back to Booking. The best part of all was that Booking's response said they were going to reach out to the hotel to petition for a refund on our behalf. This is an absolute lie. The hotel did not even receive our initial request to cancel from Booking. I will not use this resource ever again; it is first order scam and shady operator.

Horrible And rude customer service Who takes your money but won't use the information that was given to find your. I booked and paid but never received a confirmation. Tried to give them everything to prove payment and all they do is hang up in my face.

We made a reservation with Booking.com for two rooms and booking.com collected the payment and when we arrived at the hotel, we were told the reservation was cancelled and we need to contact booking. We did contact booking but only got a robot. To have a place to stay, we paid the hotel at a higher price for two rooms.

I was very disappointed with my Booking.com experience. The hotel I booked was excellent, but the price I paid varied from what was quoted and promised. When I checked out of the hotel, I was told that I still needed to pay the city tax. The total was 5X's as much as was e-mailed to me to be paid at the hotel. When I mentioned this to the hotel, they stated they had not been paid the taxes and that I needed to contact the agency I went through as possibly they doubled charged me.

Our family likes to meet up in a teeny little nowhere place with a very limited set of accommodations. It has a pretty lake and nothing else notable. It's not my favorite, but it's a tradition for them, so we booked a room at one of the only resorts near the lake, and we took a 6-hour red eye flight, and then drove 4 hours. We arrived to our Condominium out in the middle of nowhere only to find that our booking doesn't exist and the resort cannot help us out. We're just stranded.

I had a very frustrating experience with this booking. Before confirming, it was clearly stated that no charges would be applied if I didn’t check in. However, despite not checking in to the property at all, the full amount was still deducted from my account. This is completely misleading and unacceptable. If the terms change after booking, that’s a serious breach of trust. I chose this property specifically because of the flexible policy, and I feel cheated. I’ve used Booking.com for many stays, but this experience has made me question the reliability of the platform and the accuracy of the information provided. Be careful and double-check everything—apparently, what's shown before booking doesn’t always hold after.

TERRIBLE EXPERIENCE!!!! We booked a trip over a month in advance. My uncle died so we had to cancel the first night of our trip due to the funeral. We called before the deadline and they confirmed we were just canceling the first night. We show up on that day, Booking.com still shows our trip is confirmed, and the hotel has us down as a no show. DO BETTER!!!!

They triple booked my hotel reservation. Absolutely NO customer service. Did online “chat with us”, emailed them and was told I would be contacted within 24 hours & NO response. I would never book through this company again.