Booking.com Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Booking.com is garbage. Why? Because:

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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.