Booking.comReviews 4,273

We arrived to Disney with our two small kids, we had a reservation confirmation 5 months in advance, the place was paid upfront.
When we get to the property they tell us that the property was sold, we called booking and they didn't know anything about it. After 5 hours with customer service on the phone the left us stranded in Orlando with no place to stay, they just offered us a refund and we had to find somewhere else to stay that same day.
Obviously the rate of reserving the same day was 5 times than reserving 5 months in advance at the end we had to pay it and booking didnt care at all.
Whatever you do avoid booking, com

Their customer service is a joke. Their emails make promises they don't keep. If I were still living in the States, I'd sue on the principal of the thing.
My situation: I am preparing for a funeral service. A friend needed to fly in, so I went to arrange a hotel. In transferring from Google to Booking.com the date was not correctly transferred. I didn't check it, so that's on me. I booked and got a confirmation email. Free cancelation til an hour after booking. Okay, so I book the right date thinking I'll cancel the other date real quick. I can't do it through the email (link for changing booking doesn't work). So I send an email to The customer service and the hotel (last one just to be thorough seeing as the cancelation window was so small). Hotel tells me they can't cancel in the system either but they are willing to cancel seeing the circumstances if the booking partner asks them. So I wait for the email from booking.com. "unrefundable rate" is the answer. I point out that the mail says different. They state they can't help as this is a Partner Offer. This partner, Hotelbeds, can't be contacted directly. So basically: we will be keeping your money.
Please, don't book here. You're fine if you don't need customer service. If you do? Say goodbye to your money!

I pre-paid for two rooms with two beds. The hotel did not have any of those rooms available so I was given two rooms with one bed. Hilton said booking.com did not reserve the rooms I pre-paid for and there was nothing they could do to help me. Hilton directed me back to booking.com, who would not help me.

I am a "Genius Level 3" on Booking.com, whatever that means, because I previously used this website without a second thought. We had to cancel a one night trip for our daughter's tournament because she is sick. Super easy with airlines but with booking.com, it's a whole other level of "service." They instruct you to use "chat" function for best service but then after providing all the details of your booking, they tell you that you have to call. After going through the same rigamarole with the phone line, I finally speak to customer service rep who tells me she will EMAIL me a form to start request for refund procedure. Wth. I get the email which states that I cannot start the request for refund until after the booking date and time have passed, quite honestly laughable as they will then state that no refund possible because we did not notify in advance. I was telling a friend about this and she said she never uses booking.com anymore because of their terrible service. That makes two of us now. Oh, and the voice prompts on their customer service line is British. Why? I'm guessing because their customer service is now British. No offense intended, I live in the UK for 12 years. British customer service is non existent and they are the masters of very politely giving customers the runaround and not providing a refund. It's not worth any small savings you may get on Booking.com or the convenience of one stop shop for hotels and cars, just book direct.

Dishonest business. Two chat agents told me they talked to the hotel rep and received a confirmation that they will refund me fully. I waited for the confirmation letter from the hotel, which I received promptly. Now booking.com won't refund my money at all. They say they don't recognize it. The hotel also says there were never such calls from Booking.com. Now I'm out of 300$ and both bookings cancelled. Chat agent still tells me to wait for hotel to respond. It's totally fraudulent. I don't know where to call to report them.

My name is Michael and I own a retail franchise in Cochrane Alberta Canada but I live in British Columbia. We have to travel to the store every now and then. We used a Netherlands based OTA by the name of booking.com in early February 2022. I booked a hotel online for a business trip, easy enough. We were unable to use the hotel due to a fire across the street so we requested a refund and it was granted. This is where my experience took a sharp nose dive. In order to even find a phone number to call you must have your booking number and pin number. I could imagine this could be a horrible thing if you were traveling far away and didn't have your info on you and something happened to your booking. This just seems a tad shady to me, not really customer focused. I spoke to a person on the phone and granted my refund and said I have to wait 7-10 business days, fine. That period of time went by and then some. No refund. So I called again and now I have to wait another 7-10 business days. I asked to speak with a supervisor, I was told I would get a call from one the same day... no call. So I called the next day and the supervisor wouldn't speak to me. SUPER SHADY. Pain in the a$$ to contact, pain in the $#*! to deal with for a simple solution. There are far better services out there. I am reaching out to my credit card provider for transaction reversal. I do not feel comfortable posting proof of purchase for personal security reasons. How ever if you think I am not telling the truth the Ramada in Cochrane Alberta burned down on February 8th. It was located across the street from the super 8. Google it.

I paid in full for a hotel in Key West.
Upon arrival to the hotel, I was told that they did not have my reservation. I showed them the confirmation from booking.com and they still could not locate my reservation. The hotel was completely sold out. I was lucky enough to find a room, for $1,500. FOR ONE NIGHT at another hotel.
I've been asking booking.com for a week and a half to refund my original purchase, but they refuse…. It's amazing that they will not issue a refund, for a hotel stay that never happened…. Imagine if I asked them to compensate me for completely ruining my vacation?

I recently rented a car thru Booking.com on a vacation in Ft. Lauderdale, Florida. I paid for the reservation thru Booking.com. When I received my receipt for the rental car, which included an upgrade and some undisclosed charges which Booking.com failed to mention, it only showed 85% of my payment was credited to the rental car company. They tried to weasel out of the difference by saying it was because of the upgrades! I said bulls***! I could have added all kinds of options and the payment I made upfront should have been what was credited to my rental. They then said this is a matter you'll have to take up this the car rental company to which I responded, I already did and they said it was Booking.com's issue. Booking.com asked for copies of the rental agreement and gave me an email address to send it to. Twice I had to do this and in a chat today, they said, we never received it, you'll have to open another claim! That would be the 3rd one! I told them I was filing a complaint with the Attorney General's office in Florida who I hope throws the book at them(pun fully intended!). Oh yeah, while they did credit the payment I made for the hotel room properly, the pictures of the place featured on Booking.com were nothing like the actual place! To call it a sh**hole is being nice! Booking dot Yeah, not for this guy. From now on its Booking dot No FN Way!

Scammers have literally broken into their email system and caused me to book the room directly from the hotel. Trying to get ahold of someone to resolve issue is virtually impossible. Used these guys for years but will never again!

This reservation service is despicable. DO NOT USE THEM. They charged our card twice for 2 different hotels, but neither one of the hotels have or had the reservation in their system. They refuse to refund our money saying that they can't do a reversal of charges unless they get the okay from the hotels. Well, the hotels say the same thing, that they can't reverse the charges because booking.com has to do it. Nobody even stayed at either hotel. It's going on 3 months now that I'm trying to get reversals on each charge. Next step is that I file fraudulent charges at the bank. THEY TAKE YOUR MONEY BUT WILL NOT REVERSE IT WHEN THE PROBLEM IS CLEARLY THEIRS. I will never use any kind of service remotely close to this, ever. It never turns out good. I'll continue to go directly to the hotel itself just the the good ole days.

I had a disastrous experience hosting with booking.com yesterday. I rented the flat to 2 poeple and last night I woke up at midnight by complaint from neighbors saying there is a party of 30 people in my flat. I came to the flat and there was 30 teenager in my 1 bedroom flat!? After so much shouting they went to sleep at 3 am and they left the flat in a complete mess. After pestering them so much in the morning with 2 hours delay in the checkout.

There is no way to review the guests on your platform and the customer service is absolutely rubbish in following up and resolving the issues.

*** Don't recommend using booking.com if you are a private host. ***

I booked a hotel in Fort Meyers Beach. We got to the hotel and the clerk said the hotel was over booked! We called and couldn't find a suitable property that was close booking.com didn't seem to care! We had no hotel! I wouldn't book with them ever again. Hotel don't honor their policies if they can get more money. To resolve they wanted to make me pay for a more expensive hotel and refund me for the one they already charged me for! I was out thousands of dollars!

They will scam you every opportunity they get. The money you pay goes to them not the hotel and they refuse to give you a refund unless the hotel writes them? But they'll give you the run around all day and it's so hard to contact them. If you find a deal on their website, just book through the hotel because booking.com is a SCAM!

I dealt with booking.com a lot. And would book hotels on through this app. Recently, one of the hotels dream apartments silk hotels asked for a deposit and didn't refund. Booking.com told me they will. I kept contacting them several times and every time I contact them their response was to wait 24 hours and they never refunded my money. The hotel dream silk apartments and booking.com are both scammers and will steal your money. AVOID THIS COMPANY as much as you can

Booked with them Feb 2022 for Oct 2022. Found out I was pregnant 2 weeks later. I have been trying to cancel or change my reservation since. I am 8 months pregnant and they have not been of any help. I highly recommend not using them. TERRIBLE customer service. I have waisted a lot of time and money with them.

This ompany is scam, they advertise what they don't have direct link to, book flight with them its scam, hotel with them a scam, taxi with them a flop

Unfortunately, I had to give a star in order to leave this review... don't waste your or time with these thieves!
I booked for a 2 night stay in Orlando, had to cancel due to Covid and got lies and excuses... not to mention, getting hung up on 4 TIMES! Diago, Carlos, Imelda and Nikko ALL HUNG UP ON ME! I was told they can't help at all because it was a " Partner Offer". No Supervisor to speak with, I was refused an email that states their cancelation policy and they will not do anything to help!

They are liars and crooks!

I made the booking for a group at the earliest month of the year, booking for December holidays. I submitted my banking details though it was stated that there was no need for deposit payment. It appeared in my profile that my reservation was secured but l was worried that there was no communication that was taking place between me and them. I tried to contact them but in vain as there is no direct contact number. It is very difficult to communicate with them since everything is programmed, you can't say what you want to say. To cut the story short, on the last day before departure l decided to google the number for the accommodation l had booked, only to find that my name didn't appear from the guest list. I don't want any thing to do with Booking.com!