Booking.comReviews 4,273

I booked a hotel ONLY because I wanted to use the pool. I called and confirmed pool was open and operational and it was. Once I got there the pool was closed. I called Booking.com and was assured I would be given a refund due to the inconvenience. I booked another hotel and left the first one. Days later while pursuing a refund I was given about 10 hoops to jump through to get my money back. 1st hoop: they will refund me but have to wait about a month to do so. 2nd hoop: need to call back during a different time since they person I need to talk to isn't there. 3rd hoop: have to send them a screenshot of my banking transactions. 4th hoop; have to send that screenshot to an email address that is shared and monitored by many different people. 5th hoop; still was unable to refund so I would have to call back at a later time. Mind you all these hoops started AFTER they told me I need to contact the hotel FIRST. Of course as you can imagine the hotel told me to contact booking.com.

This is an OK company If you need a quick hotel for the night and don't foresee any issues with your booking. But god himself can not help you get your money back. They take your money quickly but make you work so hard to get it back it's just not worth it.

They know what they are doing and they are great it at. They probably get bonuses for not giving what should be legitimate refunds. They are sitting back counting their money while you waste yours. I really hope the coronavirus takes a toll on them I would love to see this company fold.

You have been warned.

Booking.com has poor customers service. I booked a trip through booking.com as I have done many times. I booked a trip for a weekend and was charged the full amount of 331.20. I needed to cancel the reservation due to change of locations. I cancelled on booking and received a confirmed cancellation statement saying it was done. After several days I noticed my 331.20 was not refunded to my account. I contacted bookings service line and told them about the refund. They messaged me back that they contacted the hotel and confirmed I was not charged for the booking and they may have only put a hold on my card which would be refunded if that is the case. My back statement showed a chareg of 331.20 so I called the hotel and found out the reservation was never cancelled and I was charged the full amount. They processed the refund but it would take 10-15 days to show up on my account. I contacted booking and they would not own up to their miss handling of the situation and did not apologize. I have not received my refund and don't have those funds to re book another hotel so I had to cancel my trip with my wife. Do not use booking.com because they mis-treat their customers.

If you chose to cancel, their Toll free phone system in addition to reservation number asks for a code that you were never given.
Online the cancellation button doesn't work
So you end is sending email and then they reply AFTER the reservation date and say it's past the reservation date! Then they give you instruction to go to site and go to customer service on the right column of "manage booking " but there is no such option on the right hand side. Then they ask you to call an international number in U. K., although you live in US and car was to be rented in US.
And when I called rental car place on day of reservation, they transferred me to Expedia who said has nothing to do with it.

So bottom line, easy to reserve and easy to Bill your credit card, but cancellation goes no where. Beware!

This company has no covid-19 policy and isn't offering any support or funding to help customers who have had their bookings cancelled by hotels. The company is interested only in keeping hold of the money they have made, whereas other like-for-like services are making available funds to issue both hotels and customers a refund. I can honestly say that once we are able to travel again, this company will not exist to me. I would rather never travel again than give booking.com one more penny. I am sure many other customers feel like this and wonder how this company will survive after treating its customers so poorly.

Complete scam artists. Booking.com are refusing all refunds in light of Covid-19 whilst the likes of Air BnB are returning customers deposits caused by this pandemic. What is worse is that we have a deposit down and the final installment is due tomorrow and Booking.com are trying to string it out and stall in the hope we allow the booking to continue into tomorrow and debit our account for the remaining 1025euros which we know will be non refundable. We even had them on the phone yesterday confirm that the booking would be cancelled and refund issued to later deny the conversation happened and put in writing that no such deposit would be refunded and we should continue on with the booking and let tomorrow's payment go out. I would expect such underhand tactics from scammers but scammers get shut down. Why are Booking.com allowed to continue to operate on the web?

I am a owner that use Booking.com as one of the platforms allowing guest to use my home when visiting Atlanta. Other platforms have Damage protection. I didn't find that out until i had guest that decided to punch holes in the wall and cut furniture. Booking advised that they will only return the commission that the guest pay to stay. So i have $200 worth of damages, but they said I can have have the $43 that they charged for the commission. The owner is responsible for all damages. So now I have to make the guest pay a refundable $250 if they want to stay, which reduce the amount of guest stay. Booking.com is the worst!

I booked a weekend getaway with booking.com. My reservations were canceled by the hotel because they were only allowing locals who that were experiencing power outages. I couldn't get anyone on the phone. The customer service number asked for a confirmation number then to press #. After doing so it would just repeat the instructions again. No option to actually speak with anyone. I paid $300 for a hotel I never stayed at and now I'm just in the dark. The hotel couldn't help, nor could my bank. Still haven't heard from booking.com about my refund. I will NEVER use this site again. BEYOND DISAPPOINTED!

I can not even begin to explain how horrible this property is. Our first problem was the price. I was charged more than advertised price. It is shown as a Hotel Condo. It's not it's a delappated house in an industrial area. It's not on the beach or next to the beach. The furniture is old and iy stinks. Trash everywhere and broken down cars. Photos speak louder than words so I am attaching photos.

Booked a room at le meridien in Atlanta, tried to cancel the reservation 2 weeks in advance and was given the run around. The website and customer service number says that you have to have a confirmation number and a 4 digit pun number, a confirmation number not a pin was ever given to me, yet they keep trying to charge my debit card for the full price of the room, I've had to cancel my card and have a new card issued because they won't stop trying to charge my card. This is the WORST company ever and needs to be shut down, their taking advantage of people during the worst time are country has experienced!

USE AIRBNB INSTEAD. I had a condo unit booked during the heart of the COVID19 outbreak. The unit owner (Casa by Gaby by Royal Stays) would not refund or reschedule my trip. I hoped that Booking.com could help me refund my trip but they consistently said they could not do anything for me and it was entirely up to the unit owner. Their idea of accommodation only consisted of sending a request to the unit owner to refund my trip. When he constantly denied my refund, they said there was nothing they could do. I was passed on from CSR to CSR and told I could not speak to a manager. They have no control over their listings. I was on the phone for 5 hours before someone agreed to refund me, including multiple calls before. It took about 2 weeks until I could get my refund. My fiancee who booked with AIRBNB received a full refund within 2 minutes. Horrible customer service and not accommodating during a global crisis.

Hi Booking.com

I booked with booking.com... well i thought i did, it was with bookingbasic.com, i did not now i booked with them it do not make it clear to me. Way would you have a third party, on the same web page, with different teams and conditions on it, no cancellations fees, on the same sit. They would not give me a refund. In the future just deal direct with the hotel not will booking. Com/ basic.com...

Will not be booking again with booking.com.

Kind regards Richard ferris