Booking.comReviews 4,274

Booked a hotel. Was in hospital and getting a big operation. I needed to cancel my booking as I didn't know if end up in hospital. Called the hotel who was so HELPFUL AND KIND. The said that was no problem but id have call booking.com

Got into booking.com... first call I was on hold for FIFTY 50 minutes! She said she couldn't do anything! Asked why was I on hold for so long her response was "I had to write an email" second call I made I was put on hold for 20 minutes and the hung up on me! 3rd call she listened to me but refused to get any management onto me and refused to refund my money! Absolute DISGRACE that they wouldn't refund my money. Hotel manager even helped me out and she even got cross on how they are handled it. She called them asking to cancel and they said they couldn't

Hi everyone,

I am sharing my experience of doing reservations with booking.com. First of all? I would request everyone to avoid booking with this company or platform, the customer service team of this company is as bad as it can be. The company does not care about its customers, does not care about their money. The team is extremely unprofessional and laugh on the customer's problems. I paid $900 dollars for a booking, the room of that property was extremely smelly and dirty and even had dead cockroaches in it. I had to check-out immediately within 15 minutes of checking-in. The hotel could not accommodate me to another room as they did not have any. I contacted the team of booking.com and told them about the entire issue and all the company did was give me $90. So basically I had to pay more than $800 for a property I did not even stay in. The team of booking.com has been extremely unprofessional and unethical with dealing with this issue.

In the end, I would request everyone to avoid using this company's various platforms, the company would not care one but if something goes wrong with the booking.

I cannot believe what has happened in the past 24 hours. I purchased a flight for my brother from Biloxi to Charleston on June 23 for today, July 14. I got a confirmation email and Booking.com said the status of the trip was confirmed until yesterday when I spoke to customer service. I attempted to check my brother in on the American Airlines website and got a message saying that the trip was canceled. The flight is still on, but my brother's trip was canceled. I called Booking.com customer service 3 times yesterday (10am, 2pm and 9pm). Their customer service is incredibly unhelpful. They barley speak English and the first 2 told me a supervisor would call me (they lied). The 3rd said AA canceled the flight and to call them. I was on hold for almost 2 hours with AA who told me Booking.com voided my brother's trip the same day I purchased the ticket! No email telling me that or why. I asked Booking.com to issue me a new ticket since the flight was not canceled and they said they need to "investigate" and that I can go online and purchase another ticket for $200 more than the original. I asked to speak to a supervisor and they said no. They still have my money and I have no ticket. We had plans. This company is a joke. I will never use Booking.com again and will warn everyone I know. I am going to take further legal. Action. This cannot be legal!

They cancel my account without any reason. Tried several times to call, to email. There is no answer. They destroyed my account and ruined the vacation of my customers.

Booked hotel thru booking.com but they just refused to refund hotel cancellation, even tho Sydney lock down was extended and we are not legally allowed to enter Sydney.

This is ridiculously unfair.

We can't travel, but booking.com is stealing my money anyway...

Never answer phone, app just goes around and around when you try to change bookings or contact them, lousy service
Don't bother to book through them

There is a reason why they have 1 star. In my opinion it should be zero stars. This company is ran my crooks and fraudsters. They will tell you lies and give you a runaround to avoid giving you a refund. God forbid you need to speak with someone, they never pick up the phone. There is a 99.9% chance that you will regret using them and you're better off going directly through hotels booking pages. You've been warned

I will NEVER use Booking.com again. They contract with hotels that are so unsafe and disgusting they should be shut down! I reserved an America's Best Hotel and Executive Suites In Anchorage, AK which was so bad I could NOT even stay there. This was on June 23,2021. It was a fight with the hotel to get my refund. I finally got my refund because I had taken pictures of the suite they gave me. Then I was charged $150.45 by the hotel 4 days after leaving there. Booking.com promised to take care of it, and have the $150.45 refunded immediately. We only get the run around from them as well as the hotel now. I now have to take legal action to settle the fraudulent charge. Every time you call their customer service you talk with someone in a different country, when you're fortunate enough to talk with someone.

When I signed up and started looking for a hotel, they had a long list of Covid-19 related allowances suggesting if there was a Covid problem then cancellation would not be a problem. Those disappeared though.

Booking.com refuse to cancel bookings days before check-in for a travel-related issue outside of my control.

They beat around the bush, saying they will "contact the property" but nothing more. Then once the start-date passed, Booking.com said it was too late to cancel and they would not cancel for me. They didn't tell me this before the start date though!

The property did not accept any cancellation and didn't answer the phone, and so I literally had no recourse.

Cancellation can be a nightmare. Make sure you're insured, make sure there is a cancellation policy that extends close to your travel date, and preferably call the hotel direct. Or just use another service.

I have booked twice through booking.com (Priceline) and both times resulted in a disputed charge on my debit card because both times they did not refund my money. The first time, the hotel charged me twice. They said that I had to go through Priceline because the reservation was booked there. Priceline said I had to go back to the hotel. It took me a year to get my money back. I thought maybe it was a fluke, so I went ahead and booked a different hotel two years later. WORST mistake. When I got to the hotel, people were coming in complaining their rooms were infested with fleas. People were living there, the pool furniture was in the pool, bullet holes in some of the doors, etc. They refused to cancel our reservation and give us our money back. We had to stay. Our room was disgusting. Looked like bodies had decomposed all over the furniture, there was blood all over the "blanket" (curtain) on the bed, a used bar of soap on the shower, hair in the tub, nasty tub and sink. Still, Priceline did nothing. If they're going to partner with crappy motels, they need to be prepared to take care of their customers. The hotel then charged my card and additional $80 after we left. Unbelievable.

Absolutely horrible. On hold for 2 hours to get a credit from a charge on my credit card. I will never use them again!

We rented a little green cabin for the last night of a long road trip. The reviews were all excellent. We arrived to find a ridiculous structure with a mess of cleaning supplies and dirty laundry on the porch. Upon entry we were appalled. It was tiny, claustrophobic, dark & dank with an odor that just said no. We chose to drive the two hours home after a 4 hr drive all day. The owner was good with communication until I asked for a refund, never heard from her again. I wrote an honest review that has not been posted. There is no way the reviews that are posted are real. Booking.com is impossible to reach for customer service. I will not be using them again.

In May 2021, I booked a room at the Aloft Hotel in Denver for a one-night stay on June 25th. I was aware in advance that the charge through Booking.com was non-cancellable and non-refundable. After a long flight from Honolulu, I arrived at 10 PM and hailed an Uber to take me to Aloft. Upon arrival at the hotel, I stood in line behind a woman and her two young children as the desk clerk informed her that the hotel had double-booked its rooms and that she was out of luck. She was visibly upset.

However, since I had booked and paid for my hotel room weeks earlier, I was confident that my accommodations were still available. I was wrong. In fact, Aloft had double-sold more than 30 rooms. The hotel had my reservation on file but simply sold it online twice.

I called Booking.com. In the email reply from the Help Desk, Booking.com tried to deflect responsibility by saying it was unaware of the double-booking. However, I paid Bookinc.com and the charge was non-refundable, ergo, Booking.com is the responsible party.

Booking.com makes it difficult to reach customer support, but I was eventually able to get through to a call center in Singapore. The only reason I have given Booking.com any stars at all is that the woman in Singapore seemed to genuinely be trying to help me. At just after 2AM, she was able to find me another hotel room about 9 miles away, but because I could not get Uber or Lyft to pick me up at that late hour, I ended up staying up all night in the lobby of Aloft. I had two early morning business meetings that I attended after being up all night with no shower or shave.

Booking.com sent an email advising that they would refund my account and pay for my Uber. One week after requesting that reimbursement I have heard nothing back.

I will plan to share my story about Booking.com and Aloft as much as possible on social media and in reviews.

If I could give less than a star I would. This isn't an opinion of the SERVICE I received it is more of a WARNING to the public of the type of TREATMENT and business philosophy this company provides. I can not continue to wastes anymore time on this company to throughly explain. However I would AVOID at all cost. Hotels.com is much better and understands what customer service is and taking accountability for their representation of a hotel they promote or offer. Booking.com did not disclose the SUBSTANDARD environment of one of their properties they offer service for and took NO ACCOUNTABILITY for JEOPARDIZING THE HEALTH and SAFETY of their customers.
Worst of all made customers go to great length to prove their claim. Agent Gigi? Atleast that's what he claimed his name to be not only was extremely UNHELPFUL, RUDE and has NO business being in a customer service role didn't have the backbone to connect me to the manager, instead chose to disconnect the call.

We stayed in a Travelodge in Courtenay. It was loud, room smelled of cat pee. Lots of people walking around and drugs evident. Complained and went to another hotel. We did not receive any follow up and had to pay for two hotels for two nights. Will not book with them again.

I had used Booking.com in 2016 and 2017, but NO MORE!
Here is a LIST of the PROBLEMS:
1) Cancelled reservation 84 hours in advance (policy was 72 hours), so then I get email from Booking.com saying cancellation cost was the cost of a one night stay.
2) Tried to reach a human at Booking.com - no luck. Entered my confirmation number multiple times and it did NOT acknowledge it, so could not even enter pin number.
3) Called hotel and they were fine with my cancellation, but said they could not cancel it and that Booking.com had to do it.
4) Booking has acquired Priceline or they have merged, but regardless, I cancelled through the Priceline website. At this point I had cancelled with hotel, Booking, and Priceline.
5) In order to chat on Booking.com site you have to submit what you want to speak about. Chat never opened up. I sent a message through their site, and then, and ONLY then did they say, it seems you might be better served talking to someone.
6) Person on call said they would need to call hotel property. I explained over and over that I cancelled within the 72 hour policy of Booking & the hotel property and had cancelled with the hotel, and Booking, and Priceline websites, but still got and email saying I would be charged. Person on phone acted like she was doing me a favor and said she would call hotel and see if it was okay. It's 84 hours in advance! I am within the policy guidelines for not paying! Free cancellation!
7) Spent almost 90 minutes of my time and am not compensated for it!

If I ran my private practice this way, I would be out of business. Book DIRECTLY with hotel if you can, and if not use another third party site like Expedia. Stay away from Booking/Priceline.

I need help with a reservation problem, because one guest reserved a day that was closed (booking. Com bug, site problems, idk,) so i called the help center first in my language (romania), but sadly there was no one, so i spoked with an english lady, so, i told her my problem, she said " ok w8 in the phone " and i w8 10 minutes in the phone for nothing, i hanged out after 15 minutes because obiously was a joke.
My second experience was with a guy, who told me that he was going to call me back, 3 days after he said this, still didnt called, never called, so no one to fix my problem,
SO BOOKING.COM, your help center is very bad, i would give -******* stars if i can.
And your comission is also very high, -*******9 stars to that too, close your website please
Thank you.

Idiots send a confirmation, and a pin code for no room to be booked. I hate all of you, your employees are $#*!s, and I hope COVID-19 on all of you and your families.

They are extremely misleading and lie about free cancellation and booking. Also thanks for ruining my birthday weekend with your wack $#*! search engine. If I type in Nyc US there's NO reason for why anything in the $#*!ing UK popped up.