Booking.comReviews 4,273

Do NOT use Booking.com! My husband reserved a room for his mom and 2 sisters with a credit card in October through Booking.com.
When they arrived at Hotel Pigeon Forge the man at the check-in desk accused them of fraud and said he didn't know what kind of scam they were trying to pull. He LITERALLY threw their confirmation paperwork at them! So I called Booking.com to figure out WHY this rude idiot refused them a room. While trying to relay to an Asian speaking woman what happened, she explained that the credit card used to RESERVE the room had to be present at check-in. The woman kept me on hold while she allegedly called the man at the actual hotel and never came back on the phone. So 3 ladies that drove 3 hours to arrive at their BOOKED hotel were denied a room at 7 at night! AND my husband's credit card was charged for the room they won't be staying in. Booking.com did NOTHING to honor this reservation!

I've used booking.com religiously for 5 years and have spent over £10,000 travelling to Thailand, the USA and Mexico. They are now losing my custom because they refuse to refund £117.

In August, 2 days before my booking at a property in Liverpool should have started I called the property to check they were still expecting us (as we had agreed to move the booking from March re covid using the booking.com message service) but they said they had gone bankrupt and didn't own the property anymore, and would send us a refund. I asked for them to send me that in writing but never did. I've tried to contact the property many times but they keep ignoring me.

I called booking.com in September and was told that, whatever happens, I would receive my refund by the end of October. At the end of October I received and email saying that because I never arrived at the property I can't get a refund.

I therefore called booking.com and explained I didn't attend the property because they went bankrupt and I was told I would receive a refund no matter what. The manager I spoke to stated they would check the phone records from my conversation in September and if they had promised me the money, they would honour that promise.

Today, at the end of November, I called stating the manager never got back to me. I was then told, they can not confirm they ever made any of these promises, as they cannot access their own phone records, because they are for TRAINING PURPOSES ONLY? I stated this is completely unacceptable and I have been told different things every time I called, and was just repeatedly told there was nothing they could do.

The reason I was used booking.com is because they are a third party who ensure the safety of your money in these very circumstances, and they've completely side stepped this responsibility on top of the simplistic promise to get back to me.

First the facts: In November, 2019, we booked a one night stay at the Frankfurt Hilton via booking.com for May 1,2020, and it was a non-cancel booking. We were taking a world cruise from January, 2020 – May 1,2020 and the hotel was to be used for our layover before returning to the USA. The pandemic changed all that and hallway through our world cruise we were forced to fly home from Sydney. Once we got home we contacted all the airlines, hotels, and car rentals about the problem we were refunded the fees we paid except for booking.com and the Frankfurt Hilton. They insisted it was a no cancel booking so I lose my $102.43. I even asked for a voucher for a future stay rather than a credit to my credit card, but they still said no and kept my money. I decided to dispute the charge via my credit card company and well after the 90 day limit for the booking.com response I got word that Capital One decided booking.com was entitled to the $102.43 due to the pandemic overriding the credit card dispute rules.
So I want to congratulate booking.com and the Hilton Garden Inn at the Frankfurt Airport for winning this dispute and I hope they enjoy the full amount of $102.43. I also want to inform them that we have traveled a great deal in the past and once we have a vaccine (soon I understand); we will be traveling a great deal again. We have a daughter and her family living in the UK and we travel there at least once a year. We also average at least 30 days/year on cruise ships. 2021 is also the year we are planning on traveling the USA to take in everything we have yet to see. Naturally there will be many cruise lines, airlines, hotels, and car rentals involved, but sadly we will not be using booking.com or any of the Hilton Hotels or their subsidiaries for these excursions. So again, enjoy the $102.43 you won the right to keep.
By the way, Capital One, I opened a new card which allows me to charge in other countries without a conversion fee. Looks like I may not need your card in the future.

Similar to the other customer i too am disappointed with booking.com after I had to cancelled due to covid restrictions. I contacted them and they told me that "for payment-related questions, or other queries regarding your stay, you can message the property directly". I did contact the property who said that they would issue a refund if they received the payment, which booking.com kept. Booking.com now claims that i did not contact them, although i have the email from them and they have refused to issue the refund. This is daylight robbery at such a difficult time. They should not be allowed to do this. I advise everyone to skip the "middle man" and deal directly with the hotel or property. Shame on Booking.com indeed.

NO $#*!ING STARS for these pieces of $#*!. So say your escaping an abusive relationship and your trying find a service that can help get you to a safe spot. Definitely DO NOT book through Booking. Com. Starting with the false advertising which ultimately left me with nowhere to stay with 2 kids at midnight in my car. These $#*!s are then going to have the $#*!ing nerve to charge me anyways for a service they never even gave me. This is the craziest $#*!ed up experience ever. They should really not be scamming when people are at a very vulnerable place. They charge me for putting my life at risk just $#*!ing crazy DONT DO IT

I don't recommend booking.com for anyone because it says one thing and do other. For example, you book a hotel nice and good price when you arrive at the hotel it was poor and very duty and also if you made reservation with other hotel with a better quality of price and location the booking.com knew it will contact the hotel for didn't accept your check in or check out because the booking.com wants you make reservations with them. Booking.com is very dishonest also lies.

Never had problems with booking, booked about 20 times, currently having Genius second level and prices often lower than book directly with hotel (especially with 10% return on my credit card). When borders were unexpectedly closed in Russia, I had a hotel on Maldives booked in 2 days! The hotel didn't want to return the money or move the dates, they just told us that from their end borders are open (though flights from Russia are cancelled). I called booking support and they helped to persuade the hotel to move the dates without additional fee. So I consider service as good enough.

I booked a room at Wakanda Guesthouse, Margate through Booking.com. My Sister and her Husband decided to go too, so she made exactly the same booking as I had. Again through Booking.com. We both paid the full amount in advance. When we arrived at Wakanda Guesthouse our bookings were not honoured and after spending an age on the phone making several calls to Booking. Com we were getting nowhere. In the end we walked around Margate in the pouring rain until we found a hotel with vacancies. The saga continued upon our return home we demanded refunds. I got my refund and although our circumstances were exactly the same in every way, my Sister has been refused any refund and told the case is closed! She is trying to get her money back off them through her Credit Card Company.

My stay, the hotel asked for £200 for damages which I had not done. I tried on several occasions to get help from booking.com and explained how this was effecting my mental health as the hotel were threatening legal action against me, every response I had from them told me I had to deal with the hotel and they couldn't help. I was however getting emails from booking.com on behalf of the hotel demanding money from me, so at least they were helping the hotel try to falsely claim money from me! I asked booking.com if I could log a formal complaint (after paying the hotel what I apparently owed) and they forwarded my comments to the hotel (despite my complaint being about them) which then made things even worse between me and the hotel. I have used booking.com for many years and won't be doing so again.

Hi I do not usually post on face book. I must tell you all never do any business with BOOKING.COM
Anne and I planned a 2 day get away here in Florida. Destination was Dunedin Florida. Checking on line September 20, for a bed and breakfast or something different I found Larnach Lodge & Stable Stay. Showed it to Anne and we thought it would be fun. So I booked it on September 20, Sunday night for the next day.
Monday I go to add the address to my Tomtom and I see that oh my, this inn is in New Zealand. It is now 10:00 AM, September 21 in Florida so Anne calls Booking.com right away. She speaks to Monica A. Tells her this is an error and we need to cancel this reservation as we are in the USA and not New Zealand. (Do take note that New Zealand is a day ahead of us.) Monica said she will check on this and call us back by 5:00 PM or call her back. No news from Monica so I called Booking.com and spoke to Tom. He then called the hotel and comes back telling me that I still have to pay $104.06 for the room as I need to cancel by September 15, what it is now September 21 this was booked on September 20. Now on booking.com it is written that you don't pay until you arrive but they do need a Credit Card to place the request. I asked Tom what will Booking.com going to do to help with this. Tom states it is not their problem as the bookings go directly to the hotels. They do not have any dealing with the billing. That I should read the fine print for the hotels rules for cancelation. So I also asked why does Booking.com have a hotel in New Zealand at the top of hotels in Dunedin Florida, USA? This is an error on their end. He did not seem to care. So after dealing with this for a day, I will have to pay the price for this deal with Booking.com I will Never Again use their site.
Well Anne and I did have a great time in Dunedin Florida and found a lovely place to stay called the Meranova Bed and Breakfast.
Please do share.

I wanted to cancel a non-refundable booking (which from their terms I was entitled because of COVID-19 lockdown air and travel bans) because I couldn't travel during my total lockdown in my country. They said I don't qualify for that my country has no restrictions, and I can travel (even if I can show proof from official ministry site that you couldn't).
Also in that period Hotel where I supposed to stay CH-Hotel Luka Vienna (shoutout to them, please don't go there) was closed and no one answered at phone or email. Long story short, after months of trying to get my money or get a credit for the amount I payed, booking wiped clean out all the messages from their system and gave me a official response that I will not get my money back because was non-refundable, so if the Hotel was closed even If I would go there I could've end up sleeping under a bridge in Vienna, and Booking.com is fine with this and stay strong and proud. Just avoid Booking.com and hotel mentioned they scam you, and I am not the only one in this situation at the same Hotel.

I booked the hotel for Chicago marathon 2020, at the time I booked it it was around $200 per night. I did not realize I booked Booking Basic until I clicked the button and saw the confirmation. Anyway, I didn`t care too much back then. Going to the 2020, Chicago marathon had been cancelled due to the pandemic, and the hotel rate goes down to $90 per night on the same dates I booked. I called Booking.com to see if there is any options to cancel or price match this booking. The first customer service agent I talked to told me to contact Agoda if I need to make any changes of my booking. I called Agoda agent and they were really nice and trying to help, but they could not find my booking record under my name, the confirmation No. Received from Booking.com simply does not work in Agoda system. Anyway, I called Booking.com again, and this time it`s a different agent, as soon as he heard I was calling for booking basic, he stopped asking me basic information of my booking and tell me to contact Agoda and the Hotel. I told him I already contacted Agoda and I would like to get a valid booking reference for Agoda to find my booking, he told me said he has no idea and Booking basic is beyond their support scope. Then I called the hotel and they understand my booking was for Chicago marathon and they are willing to make some changes to my book, even refund it, the thing is they need my travel agency to initiate that refund request. Because they can`t directly refund me due to it`s booked via agencies. So here comes the dead loop: I called Booking.com again, I still got the same response that they do not support Booking basic; I called Agoda again, they still can not find my booking record without a valid confirmation No... This whole experience is very frustrated and I don`t think I would still use Booking.com anymore even I really favor their service prior to the Booking basic experience.