Booking.comReviews 4,274

I recently rented a car using Booking.com and they issued 2 rental confirmations. When I tried to cancel the second booking they told me to cancel when I completed by reservation at the car rental company.
The car rental company told me they could not cancel it because it was booked through a 3rd party.
I was charged for 2 reservations and neither Thrifty nor Booking.com refunded me the money.

Booking promised a free cancellation by a specified date. I cancelled a day before that and was informed "not to worry sir, I already cancelled" but they didn't. Now booking says they won't cancel without hotel agreeing but the hotel NEVER answers the phone for them or me. So it is a giant game!

I have plead with them and they talk over me, tell me I am a bad person that just needs to take it east. They tell me they have no supervisors for my unimportant problem. They tell me that I didn't cancel. A bunch of unprofessional people. Terrible customer service. Would never do business with again!

I will be pursuing further recourse against this company for their behavior. Companies like this should not exist.

I would give zero is there's an option to do that.

I went on a trip with a friend to Grand Teton and Yellowstone at the end of April 2021. We booked our hotels at two different locations through Booking.com in the beginning of April. We got confirmation emails and didn't receive any update since then. Upon arriving in Salt Late City, we checked our Booking.com account to look for the hotel address. We then realized that our reservations were all cancelled since they believe our reservartions were 'fraud'. We called the customer service immediately and they told us that there's nothing they could do. Thank god it was not a popular season. We were able to book the same hotel through their official websites. However, what Booking.com did was competely unacceptable. If any 'fraud' is observed, Booking.com should contact the account holder immediately to ensure the safety of the account. They did nothing but simply cancel the reservation without even notifying the account holder. This kind of irresponsibile behavior should alarm any customer who uses their service. I highly suggest people not using their service at all. Additionally, after me calling the customer service, they did nothing to fix their fault but simply telling me that there's nothing they can do. With this kind of attitude, nobody should ever use their service.

Worst experience I have had traveling! I have never booked from a 3rd party before, but tried it out. Biggest mistake of my trip and they have the worst service and staff. It was my first time going to NY for my birthday weekend, and I booked my room 3 weeks in advance. Fast forward, I get to the hotel and they told me there's no reservations. I'm basically stranded in city I've never been to, I don't know anyone, my closest kin lives in Indiana... so yeah, I was homeless for awhile in NY. I called customer service for Booking, spoke with chris and she was speaking in circles, said I didn't even pay for my room (which was false, my room was prepaid 3 weeks beforehand), it was one of those fake customer service calls, "I understand... I get why you would be upset" fake lines they teach you in training. Finally, we get to some resolutions... tells me she will call me back in 30 mins with new accommodations... never calls back after an hour, so I called back. The next person I spoke to was Monica... she literally wore for word says the same thing a Chris does, so I knew the sympathy was a fraud. Anyhow, at first tells me she has no manager when at my last straw requested for one... then I mentioned I could be possibly recording the conversation, she changes her attitude and answers. I get it, you can't give out your boss or CEO's name (cool, whatever) but don't give me false information and tell me in a condescending voice that you're the only one I'll be talking to for today, just so rude! Here's the icing on the cake! Once I could check into the hotel, the front desk tells that they already got a call from Bookings and the person conducting the call was absolutely rude and unprofessional. This is the way this business deals and treats it's customer and contractors. No one should be doing any business with this trash company.

I would give them NO stars if that was an option. When booking, the option is asked whether you'd like to pay now or pay in-person at the front desk. We selected to pay in-person, though the booking still required card information. When we arrived at the "villa", they said it was already prepaid. Our first room had bugs, little fleas (looked like fleas) on the door (squished), on the wall (squished), on my pillow (oh, no!), and more. Went back to desk to complain, so they offered another room. We went to look at the other room and instantly saw two large roaches (palmetto bugs) on the floor. No, thank you! When we tried to cancel (advertised for free) just a couple of hours after booking, they said that the cancellation fee for the room was the same price we paid for the room. Complaints did no good, and when we requested to speak to a supervisor, after waiting on hold for 27 minutes, we were informed that a supervisor would not speak to us and that we would still not be getting a refund. NEVER use this site! What crooks!

When I contacted customer service to ask for help with a same-day booking I needed to cancel on a poorly run hotel with bed bugs. They said they forwarded my request to the hotel. I had already called and emailed the hotel and there was no supervisor to help me. I contacted booking.com as a very dissatisfied customer. They should not present unsanitary hotels. I made It known that I would not use them and I would spread the word if they would not help me find a resolution today. Booking.com reply was it was up to the hotel, they forwarded my request and to have a nice day, which of course is very condescending!

Booked a hotel (Hilton waterfront) through booking.com in Jacksonville FL for UFC fight. Received confirmation from booking.com and called hotel directly to confirm. Hyatt said we did not have reservation, no rooms available, and that booking.com confirmation# is basically worthless. Hyatt said that booking.com routinely over books rooms and we would have to call booking.com customer service. Booking.com has Terrible customer service did absolutely nothing (said they would email Hyatt and call me back-never received call back) and almost ruined the trip. Fortunately able to find a room at Sheraton much further away from downtown but at least we had a place to stay last minute because all the hotels downtown were booked up. Will never make the mistake of using booking.com again. If you book using them make sure you immediately call the hotel directly to confirm so you don't get screwed!

If you don't have to cancel or make changes to a reservation, you will probably be ok, but if you do, be prepared to be ripped off and disrespected. They try to charge you a fee and give you no refund, even if it is refundable. Is wise to stay far away from this company.

I booked a hotel with them and out of ~15 travel providers, this is the ONLY one that refuses to work with us due to the COVID-19 pandemic. I paid another 50% upcharge to move the room forward a year, but the UK is still closed (hotels closed until 5 days after my cancellation date, mandatory 10-day cancellation, tourist attractions still shut down). They still refuse to do anything. Booking.com says to contact the hotel, the hotel says to contact booking.com. They point fingers at each other and neither will help. They just want to keep the money and tell us to pound sand. We'll never book through them again and will warn everyone far and wide in our travels to avoid them. TERRIBLE customer service.

Avoid them. The reviews aren't real. Booking.com will always side with the hotel not the customer. I had a nightmare of experience with a hotel I booked through them that almost cost me my life. They did nothing about it.

Took my money but then cancelled my booking and now we cannot get our money back let alone the additional costs having to change other elements of the holiday. Nasty company... use someone else, they not even the cheapest. Find the place you want to go to and then book via a different platform otherwise you could end up in the same disaster we are in.

WARNING! DO NOT use suitness at Booking.com(Las Vegas). Their website is inaccurate and the rates are incorrect. I booked a suite at Mandalay Bay for $1400. 00 total for 2 nights with a 3rd party service called Booking.com (Suiteness) and received confirmationof booking. I later reached out to suitness, because somthing did not feel right about this reservation! I'm not sure what prompted me to call, but I was genuinely concerned I had been scammed. I called contact number on their website. No answer so I LVM! I received a call back from Jenna. She explained there had been a rate increase, triple increase@ 1800. 00 a night 3600. 00 for two nights! If I didn't pay this I would have to cancel. They proceeded to blame the Mandalay Bay Resort and Casino over and over and stated to reach out to them as they can authorize the first rate... lies, lies I wasted more time! With prompting they eventually admitted they would loose $2000. 00 if they one time authorized this rate/ room. I wasted so much time and lost out on legitimate room rates. DO NOT USE THEM. I promise you will be sorry. BOOKING.COM SUITNESS... DON'T DO IT.

I made the mistake of using Booking.com to book my flight from London to Istanbul. The outward and return flights were cancelled due to Covid. Booking.com's partner, Gotogate informed me that they had requested a refund from BA. I was surprised when they also informed me that I would only be refunded when they themselves had been refunded by BA. For the next three months Gotogate sent me emails informing me that their refund request has still not been processed by BA. After nearly four months they sent me an email telling me to contact BA myself and tell them to process the refund. If they did not receive a refund in the upcoming weeks they would no longer be able to help me. Unbelievable that they would take $522 dollars from me yet not refund me. So, I contacted BA who told me that they had received no refund request from Gotogate and so could not process the refund. They also confirmed my opinion that Booking.com are legally obliged to refund me since it is they who I had paid my money to, not BA. It seems, therefore, that the refund policy of this company may be illegal. When I recontacted Gotogate they insisted that they had made a refund request but were unable to provide me with any proof such as a request number. Beware their response "I will escalate this matter" because it is their way of getting you off the phone. You will not hear anything more.
So, I have now asked my credit card company to help me but I have no guarantee of the outcome.
If I had booked my flights directly with BA it would have cost me the same amount but I would have avoided many hours of calls and enquiries with no guarantee I will get me refund.
There really are NO advantages of using this company. I for one have learned my lesson and will never use a third party reservation service again.

Their site says there's plenty of rooms available but once you get to the hotel they give you whatever is leftover. They know the room you booked isn't available but still allow you to book it anyway. There's no refund. They are liars and cheats. Stay away from booking.com

My confirmed and fully paid booking was cancekd by this company at last minute. Neither any compensation nor any equivalent alternative offered by them. My vacations plan spoiled by this unfriendly company. Never use this portal, because they can destroy your plans with their greedy attitude.

If a guest writes a bad review about a host, they refuse to publish it, even if the guest were not in the wrong because a room that was booked and paid for are no longer available, which shouldn't be the problem of the guest, Booking.com and the host should be held accountable, when the host offers accommodation in another Guesthouse, which turned out to be an pay by the hour institution, and the fact that the Guests had to witness staff members walking around wearing towels in front of the guests are quite disturbing, since the pool is green and smells bad, and definitely no Spa, the alarm at the gate goes off every few minutes, walk in guests that's been received by the towel wearing staff, only stays for a while then leave, staff member washing herself in the kitchen basin where guests sitting in the entertainment area have to look at them. Personally I find this quite abusive to the guests, Booking.com only care about the host, not caring about the guests emotional feelings. The guests can provide Booking.com with actual events, including pictures and videos, even recordings but they only care about the Host and don't care about the guests. Unfortunately cannot upload pictures and recordings until the investigation are finalized

I booked a flight through booking.com. I have a Covid family emergency and needed to cancel the flight. The flight was supposed to be 4/30/21 so it is not a last minute change. Not only would they not refund me, but they also tried to charge me exorbitant fees if I wanted to just change it. The customer service rep told me they have to follow the American Airlines policy for cancellations and fees associated. I called American Airlines and they are not charging any fees for cancellations or changes due to Covid. Regarding changes to the flight, booking.com as tacking on $200 + other fees. Not only was the representative be dishonest, but they also were not nice or helpful. I spoke with a supervisor who was also not helpful. I understand people have accents and I appreciate diversity, however, there was limited ability to understand the agent and the supervisor.

A room that I had a confirmed reservation through Booking.com was not given to me when I arrived at the hotel. I had to spend the night getting an alternate hotel through Expedia 15 miles away. Booking.com asked me to send receipts to show them that I had to pay for this alternate room. I sent all my receipts, they asked for more. I sent them every documentation one possibly could. They are dragging their feet as a means to avoid reimbursing me for what was clearly their mishandling.
I would highly recommend you never use Booking.com